Repeated successful norton remove and reinstalls fail after using for two days

Norton Security | Norton Internet Security
1

My Product is Norton 360, used to be named norton security deluxe.

Desktop Dell 8900 XPS Windows 10 Home Version 1909 OS Build 18363.720

Over the past several weeks I have repeatedly use the norton remove and reinstall tool.  After reinstallation the program functions for a day or 2 then the norton icon in the task bar disappears when clicked.  I have  attached two files that show the windows reliability error report and a screenshot of the norton product installed.  note that the norton product version changed over the course of 4 days with no changes made that I am aware of...

Any ideas as to what is causing these failures would be greatly appreciated.!

2

By other Virus or Security Software I was eluding to other third party software.  In the mean time, keep your windows defender and firewall on since you've removed Norton.

g suess

JJ you mentioned that you don't recommend norton's id safe

 JJ

I personally don't use them

 

If you're inclined, you can try reinstalling Norton, just don't install the extra features and browser extensions/plugins/add-ons.  Keep it to a basic install only.  If it remains stable for several days, you can start adding those features back one at a time to try to determine which might be causing the issue.  

3

JJ,

Yes, my operating system is the latest updated version of windows 10 home.  Windows Security 'app' seems to be an integral part of that system.  When norton was working....  windows security virus, firewall, and browser protection deferred to norton.  At present, norton is absent from my system in all respects, and I have not tried to shut off any of the windows protection....  I am 99 percent sure no other  anti-spam or virus software on the machine.  I do use ccleaner on occasion, but it is not included in the startup.

BTW, I have two other PC's with windows 10, one is home and one is pro version and they work perfectly well with norton.  The only major difference is on the troublesome machine I use gaming software, namely ubisoft Ghost recon breakpoint.  I suspect this could cause some strife with norton, but can't verify with any info I have been able to glean from ubisoft or the internet.  And specifically I refrained from using the ubisoft game for several days during which norton was uninstalled, reinstalled and it still failed without the ubisoft game ever being used.  No, I did not uninstall the game, a reinstallation would require a week long download and I'm not ready for that :)

JJ you mentioned that you don't recommend norton's id safe.  Do you have other suggestions for software that protects passwords?

Again, thanks for your ideas and input JJ.

 

 

4

g suess,

Do you by chance have any other Virus or Security Software installed on your system?  I'd double check your installed programs just to make sure.  Also, did you disable/remove all browser extensions/plugins? One other thing you might also try is temporarily disabling Nortons AntiSpam feature and holding off checking outlook email for a couple of days from this machine.  If it stays stable, reactivate one feature at a time and give it a couple of days between each to see if you can narrow down whats causing the error.   

5

The usual result, the norton 360 menu does not respond, error 8504, 101 shows up, an 'autofix' and restart, nothing resolved. this occurs multiple times, same result, no norton menu.  Ran NPE, nothing found.  I am out of ideas.  previous to these episodes several weeks ago, norton repair people performed several reinstalls by remote access to my pc.  appears norton will be just a fond memory of failures.

I appreciate the suggestions provided, but to no avail.

uck!Norton Autofix error8504.png

6

it appears I have added the password and safe web functions separately as extensions

Yes, I believe Firefox, Chrome, and the new Edge Browsers use extensions for these add-ons.  I personally don't use them.  If the problem returns, I would recommend disabling or removing them to see if Norton remains stable.  

7

JJ_

Thanks, followed your advice, found a lot of 'leftovers' I had missed. Thanks, so far so good, time will tell me more..  Also, it appears I have added the password and safe web functions separately as extensions to the Edge browser and they appear independent of the rest of norton 360 when NRnR tool is used.. 

8

g suess,

If you haven't already disabled Windows Fast Startup, I would recommend you do so first. You can review Peterwebs write up and referenced links on how turn it off here

Once Fast Startup is set to off, try the following:

1. Using the NRnR tool, ensure its set under advanced options to remove only.

2. Once that's done, using windows explorer, look for any of the following left over folders and delete them if found. Note, these will very depending on your OS.

C:\Users\Public\Downloads (Norton - original downloaded files)
C:\Users\your user name\Downloads (original downloader file)
C:\Users\your user name\AppData\LocalLow (any folder in reference to Norton)
C:\Program Files\(Norton Security folder)
C:\Program Files (x86)\(NortonInstaller folder)
C:\Program Files\Common Files\AV\(Norton)
C:\Program Files\Common Files\(Symantec Shared)
C:\ProgramData\(Norton folder)
C:\ProgramData\(NortonInstaller folder)
C:\ProgramData\(Symantec folder if present)

3. Reboot your PC.

4. log into your Norton account and select download your product and reinstall clean copy.

5. Once the installation finishes and updates run, reboot and then run live updates again until no more are available.

6. Launch Norton and ensure VPN is set to off (recommend leaving off until Norton provides fix) I'd also recommend leaving PW manager and Safe Web (Browser Extension) off for now.

7. Set system tray Icon for Norton to always show Icon and notifications.

8. Reboot one more time.  Note, if you receive any notifications about some of Norton's protection features are not installed such as VPN, Safe Web, PW Manager, etc) click "don't remind me" for now. You can always turn these on later.

If you want to check your A/V to see if its working, you can go to this link and highlight and copy the EICAR test string, then bring up notepad and paste the string. Then try saving the text file to your desktop. If Norton is working correctly, it will automatically detect, delete, and pop a notification warning about the EICAR Test File. 

EICAR TEST STRING
 

 

9

Thanks peterweb, as far as the upgrade to norton 360 goes, both of the versions I showed are norton 360, I was upgraded some time ago.  The norton icon shows up in the system tray, but when I click on it, the icon disappears and does not return.  If I try to start the program again, from the start menu, nothing happens either.  Usually the icon appears after a fresh boot, but same problem when clicked.  Also, when I open my outlook mail program, the norton junk email app shows on the menu.  And the password manager functions ok in my edge browser.  Whether the anti virus and internet protection are working, is anyone's guess.

10

What you are seeing is the automatic upgrade to the new Norton 360 product as noted in this announcement. 

As for not seeing the Norton icon in the system tray, click on the up arrow to the left of the system tray and look for the Norton icon in the hidden icons.