PC Tune-Up problem

Norton Security | Norton Internet Security
1

Hi,

The 'PC TuneUp' part of Norton 360 is reporting that I need to clear my 'Internet Explorer Temp Files' and my 'Windows Temp Files'. However, when I click on the 'Fix All' button to get Norton to do it, the 'Activities and Scans' window is displayed showing the two tasks that are being performed but then a couple of seconds later I get an eror against each of the two items saying "Initialization of Cleanup Engine Failed". I haven't a clue what that means or how I can fix it.

When I look at the PC TuneUp Details window it shows the Status for each of the two tasks as "Never Run". However, in the 'Task Scheduling' window I've slected those two tasks to run automatically when Norton does a background scan and a Full System Scan. The rest of the scans work perfectly and I've done several Full scans since installing Norton 360.

Any ideas would be welcome - thanks.

Tony

2

Hi,

can you please tell us the exact version of your Norton product?
1. Open the main window
2. Click on Help & Support -> About menu
3. On the About window find the version number (it will look like this: 5.1.0.29)

Thanks!

3

Hi,

Thanks for responding to my question.

My Norton 360 is version 5.1.0.29

 

Thanks again,
Tony

4

Can you run the cleanups manually?

1. Open Norton 360

2. Click on PC Securiy -> Run scans

3. On the new window select Custom scan under Computer scans

4. Deselect everything exept Windows and IE cleanups

5. Click on Go

 

 

EDIT: If you get the error message again, please try to run the two cleanups one by one.

 

 

Let us know the results.

5

Hi,
I tried running the scans manualy, as you suggested, but I'm still getting the same result - "Initialization of Cleanup Engine Failed". Out of interest, I'm also getting the same error on the item 'Internet Explorer History Files'. So now I have three Clean Up items returning that same error message.

 

Thanks

Tony

6

Please try this:

1. Open Norton 360

2. Click on the Help & Support -> Get Support menu item

3. An autofixing tool will run, let it finish

 

If it tells you it could fix a problem try running the cleaning tools again.

 

If it could not fix any problems, close the window, do not speak with Norton Technical Support /thay can only offer you the same solution too -> product reinstall/.

Follow these steps for reinstalling the product:
1. If you use the feature, please backup your Identity Safe data (Settings -> Identity Protection -> Backup)
2. Download latest Norton 360 installer:
- www.norton.com/n360s_5 Standard with 2GB Online Storage
- www.norton.com/n360p_5 Premier with 25GB Online Storage
- www.norton.com/n360sne_5 Standard Netbook Edition with 2GB Online Storage
- www.norton.com/n360pne_5 Premier Netbook Edition with 25GB Online Storage
- for other languages than English please go to the Norton Update Center: www.norton.com/nuc
3. Download Norton Removal Tool: www.norton.com/nrt
4. Disconnect from internet
5. Remove the old Norton 360 version from Start Menu or from Control Panel -> Add or Remove programs
6. Reboot
7. Run the Norton Removal Tool, reboot (repeat it 2-3 times)
8. Install Norton 360 version 5 with the downloaded installer
9. Reconnect to the internet
10. Activate Norton 360 version 5 with the same key you have for the older version
11. Run Live Update until you get no new updates
12. Restore your Identity Safe data (Settings ->Identity Protection -> Restore)

You can check how the Norton Removal Tool works in this video.


Let us know the results.

7

Try this:

 

1. Click Start, and then click Run.

2. In Run box, type services.msc

3. Click OK.

4. In the Services window, find out the Terminal services.

5. Check whether it is Started and Automatic. if it is not, set it to Started and Automatic.

6. Click OK.

 

After you start the terminal service, run PC TuneUp scan.