Unable to launch scans from the main UI

Norton Security | Norton Internet Security
1

Hi, I'm new to all this and not really that computer savvy.  My parents bought a new computer while I was away and school, I'm not really sure what version it is.  Anyhow, Norton had been running normally for a while, but lately I've been unable to open the main screen to run system scans.  I'm able to individually select files and run scans so it still works I just can't access the main page.  I have Ad-aware on my computer and I wondering if this is the problem.  I disabled it but am still unable to access the main page.  Also, the ability to do Norton File insights just crapped out tonight.  Any help would be  appreciated.

 

<<Edit: Subject edited for clarity>>

2

Hi igc,

 

Welcome to the community!

 

Can you let us know the Norton product and the version of the product that you are using? Click Help & Support > About for version information.

 

Thanks,

 

TomV
Norton Forums Moderator

Symantec Corporation

3

Hi! Jgc,

 

Welcome to the Norton Community.

 

I am running Ad-Aware with NIS both are 2010 versions; and have no problems with either functioning properly.  Please provide what OS and Service Pack level (Windows 7 does not have any service packs at this time) the affected system has.

 

It appears TomV has beat me in responding and we have asked for simiar information. Ha Ha!  :)

4

Thanks for the help, I have Norton Internet Security 2010

5

I can't figure out exactly what version it is because I cannot get to the main screen to click About.

6

Also, I have Window XP, Home Edition 2002, Service Pack 3

7

Hi! Jgc,

 

Thanks, for the information.  I am researching your issue; while you wait please view my post here to see if you the system affected is in need of any of the updates listed.  I hope to have the answer for you soon; sorry about the delay in response.

8
jgc wrote:

I can't figure out exactly what version it is because I cannot get to the main screen to click About.

 

There'e a pretty good chance that you can find the version number you have if you open up Windows Explorer the file manager and follow this path:

 

      C:\Program Files\Norton Internet Security\Engine\17.5.0.127

 

If you have more than one Engine number listed then it should be the latest but that's not infallible if the latest did not install properly ....

9

Hello jgc

 

Does your computer have any other real time security software? What security program was installed on the computer previously before NIS 2010? Your problems could be caused by a few different things.

 

1. A bad install of NIS 2010

2. conflict between or among other security programs installed, especially live time scanning and not being on demand scanner

3. Previous security program not being removed properly

4. malware present either before NIS 2010 was installed or since installation.

5 conflicts between other security problems may not be evident until a problem does occur and usually results in neither program working like it should.

10

Hi Jgc,

 

Download Norton Removal Tool from this LINK. Run the removal tool multiple times(2-3 mins) to make sure that all components are uninstalled completely. Go to your Norton Account using this LINK and get the Product Key. You may require this same Product Key for activating the Norton program. You can use the Upgrade Center for installing Norton program you had. After installing the Norton program, run LiveUpdate repeatedly untill you see the message "No more updates" and then restart the computer. Let us know the results.

 

Yoges