Aussiblue:Norton 360 v24.x seems to be working?
I will reserve my opinion for now as its been stuck on "check for virus updates" for more than 30 minutes.
trying to confirm...you're at v24.x ... not back with v22.x ?
Norton 360 v24.x seems to be working?
I will reserve my opinion for now as its been stuck on "check for virus updates" for more than 30 minutes.
Aussiblue:Edit: But suddenly this morning after rebooting my Pc from shut-down and resetting my NBN modem it seems working. Fingers crossed.
Norton 360 v24.x seems to be working?
So, where did frustration filled support sessions leave you?
Agent said: "this is the most difficult problem I have ever come across" then closed the chat. So there was no resolution.
Edit: But suddenly this morning after rebooting my Pc from shut-down and resetting my NBN modem it seems working. Fingers crossed. Edit 2: Checking and downloading updates is taking forever but perhaps we're are all doing it.........or perhaps it's stuck in an endless loop.
Aussiblue:I have spent several frustrated and wasted hours watching the Norton agents (2) try all the uninstall and reinstall tricks I have already tried and then have them cut me off mid chat as, and as I have explained to them, my severe painful psoriatic arthritis in my 71 year old fingers fingers slows my typing somewhat. I think as a result, and only half joking, I now also have severe hypertension.
to use your words: I know the feeling.
So, where did frustration filled support sessions leave you?
Maybe, v22.x install from your Norton account will not upgrade to v24.x.
Sorry, IDK. I've not seen v24.x & hoping I don't.
Maybe, run Windows Security...for now.
I have spent several frustrated and wasted hours watching the Norton agents (2) try all the uninstall and reinstall tricks I have already tried and then have them cut me off mid chat as, and as I have explained to them, my severe painful psoriatic arthritis in my 71 year old fingers fingers slows my typing somewhat. I think as a result, and only half joking, I now also have severe hypertension.
Thank you for reporting this issue. We are looking into it.
TimHo:sorry. i meant 360 version 24.x
I've been on support chat with Norton and they have escalated to their senior support team.I chatted to 3 people before it was escalated. First one said it was because I had multiple norton subscriptions with different keys on my account and they merged them and said it would fix the issue. It didnt. Is that a thing or was it someone less experienced attempting to try things? The next 2 went through the uninstall and install to get the same error before logs were taken and sent to senior support who will contact me in the next 48 to 72 hours
Okay...so for users posting in this thread..."Sorry, we've crashed. Try restarting your antivirus"...is related to 24.x.
Thanks
fwiw ~ by my experience with Norton support. Lv1 Norton support agents are not equally experienced and work from a script. Re-install is by the script. Chat support agent told me, awhile back, that an agent has to see the "issue" before they're allowed to escalate an "issue". And as you can imagine. Logs are needed. Community hears promised escalated contact in 48 to 72 hours...often does not happen.
24.x is new to Norton support as 24.x is new to Norton Community.
TimHo:
For the other two
- meaning you know 'icarus.sfx.exe' file hash? I run the download directly from my Norton account page
- meaning you clean removed Norton and just run Windows Security...as test? No i did not try this
Okay...I asked about 'icarus.sfx.exe' because my googling found [this] and [this]. Thanks
Okay...I asked about Windows Security because, at the time, 24.x was not stated and running Windows Security...as test...would have, as you can imagine, cleared your machine as causal and pointed to Norton - whatever version#. Thanks
Regards w Respect
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Norton needs an active public beta channel.
Traditional channel users are not (should not be) beta testers.
$0.02
I lack the patience to deal with support: being told to repeat steps already undertaken. I understand why these steps are necessary but I'm old.
I know the feeling.
I bought a new AIO PC yesterday. My Norton licence covers 5 devices, and I removed the licence from the machine I was replacing. I uninstalled Macafee which was preloaded on my new Windows 11 PC. I have tried to install Norton 360 several times: install seems to go smoothly, then I receive the message at the top of this thread. I have uninstalled, turned off my PC, restarted my PC and reinstalled several times. I have used the RnR program.
I am watching this thread with interest.
I lack the patience to deal with support: being told to repeat steps already undertaken. I understand why these steps are necessary but I'm old.
Norton will either fix this problem (because it seems to apply to several different configurations) or they won't. Norton 360 is still running fine on the other 4 devices.
Kudos to TimHo for his patience.
sorry. i meant 360 version 24.x
I've been on support chat with Norton and they have escalated to their senior support team.
I chatted to 3 people before it was escalated. First one said it was because I had multiple norton subscriptions with different keys on my account and they merged them and said it would fix the issue. It didnt. Is that a thing or was it someone less experienced attempting to try things? The next 2 went through the uninstall and install to get the same error before logs were taken and sent to senior support who will contact me in the next 48 to 72 hours
For the other two
- meaning you know 'icarus.sfx.exe' file hash? I run the download directly from my Norton account page
- meaning you clean removed Norton and just run Windows Security...as test? No i did not try this
TimHo:Yes
Yes, meaning you received the new 360 version 24.x.x.x?
Yes, meaning you know 'icarus.sfx.exe' file hash?
Yes, meaning you clean removed Norton and just run Windows Security...as test?
peterweb:
All: Did you get the update to the new 360 version 24.x.x.x?
https://community.norton.com/en/comment/8557669
@TimHo
Where did you get Norton Self Extract Package - icarus.sfx.exe?
Google does not like file with 'icarus.sfx.exe' name. Granted, names are not important.
Do you know the file hash?
--
Have you clean removed Norton and just run Windows Security...as test?
Yes
Aussiblue:Thanks but I was trying to use live chat rather than telephone Norton support Australian telephone numbers as I have slight and related speech and hearing impediments that makes long telephone conversations about technical issues somewhat impractical and stressful. [...] The tendency for Nortons and other IT companies to foreign based call centres and foreign sourced employees with their own version of English can also exacerbate the issue in trying to effectively communicate.
Once Macrium Reflect has finished doing it mirror backup (it's saying 3 hours to finish but it often wrong with these time estimates) I will see if I can install version 22.24.5.6.
Hoping chat &or social media will work for you...if/when needed.
Please review: How To - Contact Norton Official Support
Contact Norton Support
https://support.norton.com/sp/en/au/home/solutions/v71088540
Thanks - Regards w Respect
"R U Australia?
I'm asking because we've heard users difficulty reaching Norton support via phone. An issue with posted Australia phone numbers. "
Thanks but I was trying to use live chat rather than telephone Norton support Australian telephone numbers as I have slight and related speech and hearing impediments that makes long telephone conversations about technical issues somewhat impractical and stressful. In short, I have slightly spirally rather than straight ear canals. This actually means I can hear across a wider range of frequencies than most and can also hear from a further distance but this means I hear much more background noise so I cannot have a conversation in places like lift wells for example as I hear a lot of echoes; described as a hearing discrimination issue. In any event, I hear a lot of electronic and other background noise using a phone that is apparently inaudible to whomever I am talking to. I also hear some words differently and say them as I hear them so I have what is described as a slight lisp. For example when people say "three" or "free" the words sound exactly the same to me so I apparently say them both as "free" and trying to deliberately add an exaggerated "th" at the beginning of my "frees" apparently just ends up sounding somewhat like I am describing an animal with a fur coat. People don't normally notice these issues when I am talking to them face to face. Even when I was still working had to do a lot of public speaking nobody seemed to notice (but perhaps they were too polite to say). With aging and illness I now also have also psoriasis that sometimes flares up as a rash inside the ears making me slightly deaf when it happens. The tendency for Nortons and other IT companies to foreign based call centres and foreign sourced employees with their own version of English can also exacerbate the issue in trying to effectively communicate.
Once Macrium Reflect has finished doing it mirror backup (it's saying 3 hours to finish but it often wrong with these time estimates) I will see if I can install version 22.24.5.6.
derek-f:When I finished my computer rebuild, I logged into my Norton account as usual, went to my subscriptions and downloaded as I always do when rebuilding a fresh computer installation. I haven't had a problem with this method until this issue. Also, I didn't check to see which version had installed - I'd assumed (perhaps erroneously ) that only the current stable version would be available to the general user.
Oh okay...so, we don't know if your opening post was related to 24.x?
all we've heard, at this time, is that 24.x is limited release
https://us.norton.com/new-norton-app
Thanks @derek-f
When users piggyback on an existing thread...opening poster issue may get confused.
I know. I get confused.
Maybe, your opening post Task Manager (left) Norton 360 is clue vs my Task Manager (right) Norton 360 22.24.x
When I finished my computer rebuild, I logged into my Norton account as usual, went to my subscriptions and downloaded as I always do when rebuilding a fresh computer installation. I haven't had a problem with this method until this issue. Also, I didn't check to see which version had installed - I'd assumed (perhaps erroneously ) that only the current stable version would be available to the general user.
Just FYI, I've been a Norton user since pre-Windows: Disk Doctor, Disk Editor & Speed Disk were in my DOS toolbox (and often used, given the fragile HDs back in the day), and Peter's impressive photo was on the box :)
D
p.s. 360 just updated again and now running 22.24.5.6 - also apparently stable.
derek-f:p.s. Just checked and my current - and very stable - version is 22.24.3.2
Norton Security 22.24.5.6 for Windows is now available!
https://community.norton.com/en/blogs/product-service-announcements/norton-security-222456-windows-now-available 20-Jun-2024
Aussiblue:"Maybe, clean remove Norton and run Windows Security." So you are saying just abandon Norton and revert to Windows security.
Did you look in Public Downloads for 22.x installer?
Try downloading from your Norton account.
I imagine your Norton account is still v22.x.
Maybe, a fresh 22.x install will not upgrade to 24.x
IDK
all we've heard, at this time, is that 24.x is limited release
https://us.norton.com/new-norton-app
derek-f:Ok, thanks for all the advice received to my original post. Tried all options with no success.
However! Luckily, I had saved an older version of Norton 360 install file prior to my rebuild of this computer and after removing the latest version, installed this previous version. Worked perfectly. Updated itself online and now everything working as it should.
I appreciate everyone who responded to my original post. Norton really needs to look at this thread and sort out this issue though.
p.s. Just checked and my current - and very stable - version is 22.24.3.2
So, @derek-f opening post was related to 24.x?