Run DLL Error and cannot open Norton 360

Hi,

Recently I had to install a new hard drive for Windows 7 home edition. I restored the the C:Drive using my last backup.

 

I knew my Norton 360 edition was about to expire and bought a new copy from a shop. After the restoration I installed and registered the new one.

 

Norton 360 was working since installation. About 3 days later I noticed that I could not open Norton 360 or run as administrator. Then other quirky things starting to happen. Likeother  programs wouldn't open. Anyhow the upshot was:

1. I removed Norton 360 using the Norton Removal Tool and then reinstalled. Still couldn't open N360.

2. I removed N360 using the Norton Removal Tool in safemode, then restarted and then reinstalled in safemode. Still cannot open N360.

3. I removed N360 using the Norton Removal Tool in safemode, then restarted, Used Norton Power Eraser in safemode and then reinstalled in safemode. Still cannot open N360.

4. Following action 3 I am now getting RunDLL error message.

 

 

 

Advice will be appreciated.

 

Cheers

Jas

 

 

Sadly the RunDLL message has reappeared :(

Hi, Jas; welcome to our community.

 

Sorry you're having such a rough time. For the most part, it sounds like you're doing all the right things for a problematic install. The one thing I noticed was that it sounds like the first time you rebooted during your troubleshooting was right before you tried to reinstall in safe mode. And then you used Norton Power Eraser, which is like a nuke for malware...and frequently catcches other things in the blast. So let's try running a slightly different tool, the Norton Remove and Reinstall Tool, in normal mode:

 

https://support.norton.com/sp/en/us/home/current/solutions/v60392881_EndUserProfile_en_us

 

Hopefully, that will work. If it doesn't, my concern--since the symptom is that your security software won't seem to install and function--is going to be a malware infection. So if you still can't use your Norton 360 after the remove-and-reinstall, try downloading and running the free version only of malwarebytes:

 

http://downloads.malwarebytes.org/mbam-download.php

 

Don't let it remove anything; just run it. When you're done, copy the log file and paste it into a message here. Malwarebytes isn't as good as Norton at keeping nasties off your machine, but it has a knack for still being able to find & report them even after a machine has been compromised; if it finds anything, we'll refer you to a specialized "removalist" forum  to work one-on-one with an expert who's got special training and tools to pull the things out by the roots.

 

If your Norton runs fine after the remove-and-reinstall, don't worry about malwarebytes, of course; just let us know you're all set.

 

Good luck, and keep us posted!

 

V/R,

--DistEd2

Could you please explain how you restored the system from a backup?

Was it an image backup or a file and folder backup?

Since the restore, have you made any changes to the user accounts?

 

Dave

Thankyou for the responses.

 

I will try the suggestions tonight and let you know how it went.

 

Hi DistEd2 tried the remover and installer. Unfortunately it didn't work. N360 seems to be working but can't open it.

 

Instead of the RunDLL error I am now getting a diferent message (Attached).

 

I have now installed the Malaware remover as linked by you and attached the log file for reference. I did not remove the culprits as requested.

 

Thankyou for your interest and help.

Cheers

Jas

 

Hi DaveH,

In terms of restoration. I used Acronis and it was a recovery rather than image.

 

I did not alter the user accounts.

 

Cheers

Jas

OK; thanks. Malwarebytes ordinarily does fine on its own removing Potentially Unwanted Programs (PUPs), which is what I'm seeing here...but since I also see mention of conduit (which is evolving some pretty sophisticated countermeasures against removal), I'm going to go ahead and refer you to one of the recommended "removalist" forums anyhow:

 

http://community.norton.com/t5/Tech-Outpost/Malware-Removal-Forum-Recommendations/td-p/1059145

 

Take your pick: our folks have checked them all out, and they offer comparable services under comparable rules., Don't click on any of the ads; just create an account and open a thread. Once you are working with one of these sites, it is important that you NOT post back here or talk with anyone else about your issue until your assigned removalist tells you you're done--as receiving instructions from multiple sources during removal can lead to disaster (and most removalist will close your case if they learn you have). Follow all instructions EXACTLY, and you'll be just fine. 

 

Good luck! Once you ARE done there, we'd love to hear back, to know you're OK.

 

V/R,

--DistEd2

Thankyou I will try one of those and let you know how I went.

Cheers

Jas

Hi,

Recently I had to install a new hard drive for Windows 7 home edition. I restored the the C:Drive using my last backup.

 

I knew my Norton 360 edition was about to expire and bought a new copy from a shop. After the restoration I installed and registered the new one.

 

Norton 360 was working since installation. About 3 days later I noticed that I could not open Norton 360 or run as administrator. Then other quirky things starting to happen. Likeother  programs wouldn't open. Anyhow the upshot was:

1. I removed Norton 360 using the Norton Removal Tool and then reinstalled. Still couldn't open N360.

2. I removed N360 using the Norton Removal Tool in safemode, then restarted and then reinstalled in safemode. Still cannot open N360.

3. I removed N360 using the Norton Removal Tool in safemode, then restarted, Used Norton Power Eraser in safemode and then reinstalled in safemode. Still cannot open N360.

4. Following action 3 I am now getting RunDLL error message.

 

 

 

Advice will be appreciated.

 

Cheers

Jas