NSS - Auto-protect, SONAR, Antispyware, Incoming/Outgoing Email Scanning Off

Norton Security | Norton Internet Security
1

Tonight  Auto-protect, SONAR, Antispyware, Incoming/Outgoing Email Scanning are all turned off (this happened when I rebooted my PC). I tried the Fix It but it failed. I am able to do a Live Update and I also did a Full System Scan in Safe Mode (unable to do so normally). Any advice? I'm on Windows XP, SP3 and NSS v20.2.0.19

 

Edit:

In addition, when I do try to scan I get "Problem Detected", "Your product is inactive. For more information, go to main window of the product."

 

Edit 2:

Should note that I got this via Comcast so my subscription is good (and product is working fine on other 2 computers)

2

Tonight  Auto-protect, SONAR, Antispyware, Incoming/Outgoing Email Scanning are all turned off (this happened when I rebooted my PC). I tried the Fix It but it failed. I am able to do a Live Update and I also did a Full System Scan in Safe Mode (unable to do so normally). Any advice? I'm on Windows XP, SP3 and NSS v20.2.0.19

 

Edit:

In addition, when I do try to scan I get "Problem Detected", "Your product is inactive. For more information, go to main window of the product."

 

Edit 2:

Should note that I got this via Comcast so my subscription is good (and product is working fine on other 2 computers)

3

It may be the effect of broken product installation or malware infection. Did you try to run Norton AutoFix at least?

4

Yes I did (tried the autofix), and it failed. And not sure about broken product installation, I installed it a couple months ago with no problem...

5

what error codes/messages you got?

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Also, as I mentioned, I did do a full system scan in Safe Mode and it was supposedly clean. Error codes? None. Messages? I mentioned everything I know in the OP: In addition, when I do try to scan I get "Problem Detected", "Your product is inactive. For more information, go to main window of the product."

7

Did Norton AutoFix hung?

8

No, it tried fixing but failed doing so in each one (the one's I mentioned in this topic header)

9

So I ran the Windows Malicious Software Removal Tool and it came up clean. Any suggestions? Should I re-install? This is through Comcast so I know there's a different way (found out here how) but can't recall how exactly.

 

Edit: Also, along with Live Update, the Firewall is still working.

 

Edit 2: Found this thread via Google Search and matches what I'm seeing:

http://community.norton.com/t5/Norton-360/Can-t-enable-Antivirus-Auto-Protect-Norton-360/td-p/829572

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HI JPV789,

Normally I wold not suggest what I am going to, but thee has been problems with downloading NSS over the past couple of days, so I'll work a bit diffeerent than normal as going with a removal and reinstall may not work s the insatll download may be dificult to obtain. 

 

Please try to run the Norton Power Eraser.  There is a tutorial link in the writeup that will tell you how to use it.  Please be very careful if it suggest removing something - itf not 100 % sure it needs to be removed, come back here and we;ll get someone to tell you if it needs removal or not.

 

Please let us know if the NPE finds anything.

 

 <EDIT> Just saw your last post, the Norton remove and Reinstall Tool will not run on NSS - as I said normally a remove and reinstall is what fixes this - but we need to make sure you canget the download from Comcast prior to going forward with that.

 

 

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Hi JPV789,

 

Please see if you can download the following link and select Save AS (saving it somewhere you can find it later - like the desktop.

 

Once you have that saved, see if you can locate your PIN number for your NSS:

 

In Windows 7 or Windows Vista: C:\Users\\Documents\Symantec\Norton Security_PIN.txt

 

In Windows XP: C:\Documents and Settings\\My Documents\Symantec\Norton Security_PIN.txt

 

Once you have found the 13 digit PIN please write it down.

 

Once you have both, let me know and we'll go from there.

 

Just so you don't think I gave up on you - I'll be gone for a few hours - you know how real life errands take priority!  :smileywink:

12

Ok, so I ran the NPE and no risks found.

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Ok, found it (PIN#) and wrote it down. Appreciate your help. :)

 

Edit: BTW, I did find the link for Comcast's NSS.

 

Edit 2: In the meantime I'm running Windows Defender and see what (if anything) it comes up with.

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JPV789 wrote:

Ok, found it (PIN#) and wrote it down. Appreciate your help. :)

 

Edit: BTW, I did find the link for Comcast's NSS.

 

Edit 2: In the meantime I'm running Windows Defender and see what (if anything) it comes up with.

JPV789 wrote:

Ok, found it (PIN#) and wrote it down. Appreciate your help. :)

 

Edit: BTW, I did find the link for Comcast's NSS.

 

Edit 2: In the meantime I'm running Windows Defender and see what (if anything) it comes up with.

Duh, I forgot to give you the link:

 

http://www.norton.com/nss

 

Did you download NSS from the link I gave you?  It should open a new page and then at the very bottom of the page you'll see:NSS download save as.PNG

 

OK, the follwing link is from a sticky I created on the Comcast Board.  You will have to subsitute the already downloadd NSS that you previously saved in place of the download called for after running the Norton Removal Tool and rebooting.

 

http://forums.comcast.com/t5/Security-and-Anti-Virus/How-To-Uninstall-Reinstall-Norton-Security-Suite-after-a-problem/m-p/870735

 

Oh, the install of NSS will turnoff the Windows Firewall and also Windows Defender.

 

Please let us know how things go. 

15

So I started the Norton Removal Tool and it seems to be stuck at around 60% (my estimation) (Processing MSI's by Product Code) for about 10 minutes. Is it supposed to be this slow?

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JPV789 wrote:

So I started the Norton Removal Tool and it seems to be stuck at around 60% (my estimation) (Processing MSI's by Product Code) for about 10 minutes. Is it supposed to be this slow?

I was hoping you'd post and say it finished - but I guess, no dice.

No it is not supposed to be that slow.  Just close NRT (if you haven't quit already).

 

You've got your ID Safe (if you use it for passowrds Exported - Right?

 

Let's try this:

 

Please open Run by pressing windows key + R -> devmgmt.msc -> View Show Hidden devices -> open Non-Plug and Play

 

Drivers-> Maximize the Screen


If you have any identity safe data back it up ->

 

Goto the maximized page -> if you find   NAVENG, NAVEX15, Norton Antivirus settings manager, starting from Symantec

 

Data Store to SymEvent (entries starting with Sym)  ->right click on them

 

click uninstall -> For the Restart prompts select no -> Goto Program files

 

if you find Norton Folder delete it -> Goto Run ->type temp ->Delete all

 

the files in there -> Run -> %temp% ->delete all ->Now Restart the PC -

 

>Install NNS from you prior download ->Run Live Update until you get no updates found

 

message ->restart PC  

 

Let us know how it went for you and reply if you had any difficulties.

 

17

Well, it has finished (the NRT completed a few minutes after I made that post) and I have re-installed and updated with no further complications except... now I don't have the Norton Toolbar in Firefox. I checked the add-ons and it's disabled. It is version 2013.2.2.3. I've tried Live Update but it's already gone through and nothing more to download.

 

Anyway, I do appreciate your help and hope perhaps you can push me to the finish line re: Norton Toolbar.

 

:)

 

 

Edit: Disregard. Everything has been updated and seems to be working. Thank you so much!

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JPV789 wrote:

Well, it has finished (the NRT completed a few minutes after I made that post) and I have re-installed and updated with no further complications except... now I don't have the Norton Toolbar in Firefox. I checked the add-ons and it's disabled. It is version 2013.2.2.3. I've tried Live Update but it's already gone through and nothing more to download.

 

Anyway, I do appreciate your help and hope perhaps you can push me to the finish line re: Norton Toolbar.

 

:)

 

 

Edit: Oh, and I'm using Firefox 18.0. Before all this, I had the latest Norton Toolbar.

OK - progress - ignore my last post - I was hoping the NRT would finish.  Normally it does not hang, although older version did - but I guess even the newer versions of NRT do.

You mentioned the NTB was disabled in FF add-ons - have you tried to Enable it?   This confuses some users - so here is a screenshot.  This actually shows the NTB Enabled - the Disable is what will happen if you select the button.  This is what you are looking for.

 

NTB FF 18.PNG

 

 

The other suggestion I have is to run LiveUpdate (rebooting when requested) until such time as it says "no updates found".  You will be totally updated only at the time you see the following:

 

LU Complete.PNG

 

BTW - did you ever receive a PATCH?  Look in History, LiveUpdate from the History drop down menu - Slect View detail on the LU and see if there is an entry for NTB Add-on for Firefox.

 

Let me know what you see.

 

 

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OK - you are welcome and glad you got it sorrted!  :smileyvery-happy: