Does Explorer Scan → Scan selected... report on another (.exe .zip) file?
Please confirm whether Explorer Scan reports on any scannable file?
Please confirm whether File Insight reports on any scannable file?
Please download Norton 360 Remover file here and try Scan selected... & File Insight against this sample.
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fwiw ~ my boiler plate
Norton LiveUpdate + Restart (not Shut down) machine
If your Norton is not working as expected and you’ve tried Troubleshooting → Reset to Default &or Repair Norton & clean re-install Norton 360…then…reach out to Norton support.
Note: Reset to Default resets Cloud Backup
Download and run the Norton 360 Remover tool for Windows here
Maybe, try Troubleshooting → Record a performance issue &or Enable/Send debug logs
May be best to Contact Norton Support