Updated Windows 7=lost INTERNET--told Norton responsible I do not want to use removal tool

Norton Security | Norton Internet Security
1

Hi everyone!

 

I have no Internet connection (so don't even ask how I succeeded in communicating my problem to you today)  

 

(Didn't Norton/Symantec) used to have some number to call and talk to someone?  They gave best hours to call?  I've not had a problem so long I have not used phone support as long as I had Internet working used chat, etc---but without Internet I need someone to talk and walk me through on the Windows 7 system to fix the Internet so I can get help!)

 

Anyway----I just updated about 9 updates from Microsoft for Windows 7 Professional edition OS.  I usually wait to do this until others have checked them out for crashes/problems so since these updates were from the end of November, I felt anything serious would have been reported to the Windows 7 Microsoft Community by now...  so I did the 9 updates..  (I have a screenshot of them if you want to see which ones just ask I'll post it)....


Turned off and restarted computer as instructed....

 

and....  NO MORE INTERNET!!!!!   (sorry for shouting but its been two weeks without Internet over the holidays too!)  Other three objects and wireless printer all using Internet and Intranet just fine, its the Windows 7 Professional system that is totally offline no matter what I try.....

 

I'm using someone else's computer to send this message....  its really tough to do this as I had to ask for help from Microsoft community using a Mac computer (they don't like that there).....

 

Anyway, after two weeks, all I got today was their final message to me.... (nice helpful people but they are not Norton Technicians of course or Norton Community people experienced with Norton), so they wrote:

 

QUOTED (from another board):  "...it's known that under certain circumstances, Norton software can block all access to the internet and similar services.

I would suggest uninstalling Norton, and running the Norton Removal Tool (This will remove ALL Norton software, so make sure you know the appropriate details first!)  --then install Microsoft Security Essential at least until we get the problem sorted out......END QUOTE

 

(Then follows instructions for how to get on another computer the Norton Removal Tool from website and transfer it over to the computer without Internet access and what to do next)....

 

Here are my questions:

 

1.  I never felt quite safe using that tool on my other XP computer and this is first time doing it by myself on Windows 7 which I"m not at all familiar with....  so  just uneasy using it...  so how to get help remotely from Norton when there is NO Internet to that computer???

 

2.  This will erase ALL My Norton Products i.e. I have three :  Norton Anti Virus, Norton Internet Security 2011 (updated to 2013) and Norton Ghost 15 for all my backups.  Last time I installed all three of these I did not from a physical disk but from the Internet  store, so its going to be tough to walk me through that process as I had help when I purchased them originally, help not only on the phone but by remote control from a Norton Technician, but that is all gone as I don't have a "new" product and can't afford to just buy all three again  (there is a reason somewhere in the system requirements/ or how I use it as to why I don't use Norton 360, dealing with backups so don't ask me to just buy one item).....

 

3.  The Norton website seems to try to help me by answering all these questions with a display of the steps to take.... but not  any "help" in taking the steps..   I don't like following these instructions as always I get some strange result that causes me to go back and call for help anyway....but without Internet right now I don't see how I can get help...

 

4.  And worse of all (something you can't help with but should know)  even if I remove all the Norton items... this may not work and I may still be without Internet and now without physical disks, unable to reinstall Norton products ever again since no Internet connection and won't be able to access backup copy from Norton Ghost if I'm asked to make another copy (even of broken Internet version) before trying anything else that the Windows 7 Forums would suggest...  without having a good backup!  So I'm lost either way if I use Norton Removal tool and it does not work...

So, should I even be looking at Norton products as the cause of my loss of Internet?  Other topics in this forum do not seem to match what happened to me, so I'm not sure its Norton's fault, I'd like to tell that to the Windows people, but they asked me to do a complete removal first, before coming back with the results of a "windows 7" command they want me to run without having ANY Norton products in the computer..... so I'm stuck....

 

5.   This one is not really a question  but my own fault, since I've not updated anything except paid for continuing my yearly subscriptions for the three products, I'm not certain where those product codes are right at this moment for all three products if I erase them and how to reinstall all three back on Windows 7 computer....  (they were also installed on several computers here Windows 7 is the newest one, others are older), so I have to figure out which Product Key goes where and not mess that up or else I'm not going to get access to my backups as I'll have lost Norton Ghost which did them....

 

Sorry for 4 questions in one Posting, but really at  my wits end here without any place to turn to like I used to ask Norton Technical people by phone and got used to the confidence of having them there....

 

Have a good day/Happy New Year.....

 

A Peter Norton Fan

 

2

Thank you Tech83 for a very complete and informative reply.

 

I have no real experience troubleshooting Windows 7 yet, so I have no idea where to look for the information about if the Updates installed or replaced the drivers on either my Ethernet or Wireless Internet or network card..... The brief experiences I've had trying to install things on WIndows 7 i.e. VM programs/wireless printers, et al, that I finally had to give up and call in outside paid help from the companies that sold me the equipment/etc.... have all led me to believe that my XP knowledge is simply not worthwhile in the Windows 7 environment as its too different....

 

I should have been more detailed in my explanation.... its just how I purchased things from Symantec.... In one physical computer there is two systems (dual booting)  one of which is XP on VM Desktop provided from the Windows 7 Professional OS...... due to problems I've had from day one with the system and slowly overcoming them ...yes 3 years after installing it....  I know there is one physical Internet connection with the outside world in the Computer, but its shared by the two systems, so I gave the XP my third computer copy/seat of Norton Anti-VIrus and the Windows 7 I had purchased a brand new (at the time) NIS 2010 (updated via Norton Manager of course to today), as I wanted to start of clean for that system.... so both are not operating at any time at same time, but I know they share the same Internet connection, so if a Norton product did this, I needed to tell you I have both installed in case one was acting up on the basis of these 9 updates..... (but then again I should be hearing more about it as I have a regular computer i5 Intel chip 500 MB HD nothing special, just the VM option to run my older XP programs on this new Windows 7 OS. )

 

Yes, I know NG has retired, just hoping that I didn't have to reinstall it as I don't think anyone is around anymore to help me with that should the Norton Removal tool have removed it from my system...  I was instructed by the last Norton technician I spoke to for help to contact Norton Enterprise support about something called SSR as I have a zillion questions about how to upgrade from NG To the new replacement SSR.  (SSR=uk? as its just on a Post it note on my screen since last year)....

 

I hope the screenshot below is uploaded correctly..  I have screenshots to show of the "contents" of each of the 9 upgrades if you want me to post them, as I don't know how many attachments your forum allows yet, I chose this one first as the most informative...

 

Again, any help you can provide me is much appreciated!

 

Thanks!  Happy New Year to you!

3

Thanks for all your help Tech83....  


I got very nervous about using the  Norton Removal tool all by self and trying to be certain I had the correct Emails/Passwords for the Norton Manager of my downloads, etc.....

 

So I just "pretended" that I removed the Norton products and reinstalled them...  I followed the other sites' instructions to the letter after that process..

 

Guess what????

 

Something worked!  I suddenly got the Internet back again..  (I'm not turning off the computer for a year!  I don't want to lose it again!) (just joking)  But after 2 weeks since December 18th without Internet unless begging a relative for time on their computer and going to their place for that time.....this is much better..  my very own Internet connection wireless too, all back and working...

 

So I thank you for your help..  will give you Kudos for telling me how to handle the Norton Removal Tool etc should I ever need to do that by myself I've saved and printed out your instructions and links from the Norton site about this as I'm positive one day I'll have a problem that remains unsolvable....  

 

So have a very Happy New Year  as I now can  surf the web and reply to all those E-cards people have been asking me about if I got them or not....

4

Hi everyone!

 

I have no Internet connection (so don't even ask how I succeeded in communicating my problem to you today)  

 

(Didn't Norton/Symantec) used to have some number to call and talk to someone?  They gave best hours to call?  I've not had a problem so long I have not used phone support as long as I had Internet working used chat, etc---but without Internet I need someone to talk and walk me through on the Windows 7 system to fix the Internet so I can get help!)

 

Anyway----I just updated about 9 updates from Microsoft for Windows 7 Professional edition OS.  I usually wait to do this until others have checked them out for crashes/problems so since these updates were from the end of November, I felt anything serious would have been reported to the Windows 7 Microsoft Community by now...  so I did the 9 updates..  (I have a screenshot of them if you want to see which ones just ask I'll post it)....


Turned off and restarted computer as instructed....

 

and....  NO MORE INTERNET!!!!!   (sorry for shouting but its been two weeks without Internet over the holidays too!)  Other three objects and wireless printer all using Internet and Intranet just fine, its the Windows 7 Professional system that is totally offline no matter what I try.....

 

I'm using someone else's computer to send this message....  its really tough to do this as I had to ask for help from Microsoft community using a Mac computer (they don't like that there).....

 

Anyway, after two weeks, all I got today was their final message to me.... (nice helpful people but they are not Norton Technicians of course or Norton Community people experienced with Norton), so they wrote:

 

QUOTED (from another board):  "...it's known that under certain circumstances, Norton software can block all access to the internet and similar services.

I would suggest uninstalling Norton, and running the Norton Removal Tool (This will remove ALL Norton software, so make sure you know the appropriate details first!)  --then install Microsoft Security Essential at least until we get the problem sorted out......END QUOTE

 

(Then follows instructions for how to get on another computer the Norton Removal Tool from website and transfer it over to the computer without Internet access and what to do next)....

 

Here are my questions:

 

1.  I never felt quite safe using that tool on my other XP computer and this is first time doing it by myself on Windows 7 which I"m not at all familiar with....  so  just uneasy using it...  so how to get help remotely from Norton when there is NO Internet to that computer???

 

2.  This will erase ALL My Norton Products i.e. I have three :  Norton Anti Virus, Norton Internet Security 2011 (updated to 2013) and Norton Ghost 15 for all my backups.  Last time I installed all three of these I did not from a physical disk but from the Internet  store, so its going to be tough to walk me through that process as I had help when I purchased them originally, help not only on the phone but by remote control from a Norton Technician, but that is all gone as I don't have a "new" product and can't afford to just buy all three again  (there is a reason somewhere in the system requirements/ or how I use it as to why I don't use Norton 360, dealing with backups so don't ask me to just buy one item).....

 

3.  The Norton website seems to try to help me by answering all these questions with a display of the steps to take.... but not  any "help" in taking the steps..   I don't like following these instructions as always I get some strange result that causes me to go back and call for help anyway....but without Internet right now I don't see how I can get help...

 

4.  And worse of all (something you can't help with but should know)  even if I remove all the Norton items... this may not work and I may still be without Internet and now without physical disks, unable to reinstall Norton products ever again since no Internet connection and won't be able to access backup copy from Norton Ghost if I'm asked to make another copy (even of broken Internet version) before trying anything else that the Windows 7 Forums would suggest...  without having a good backup!  So I'm lost either way if I use Norton Removal tool and it does not work...

So, should I even be looking at Norton products as the cause of my loss of Internet?  Other topics in this forum do not seem to match what happened to me, so I'm not sure its Norton's fault, I'd like to tell that to the Windows people, but they asked me to do a complete removal first, before coming back with the results of a "windows 7" command they want me to run without having ANY Norton products in the computer..... so I'm stuck....

 

5.   This one is not really a question  but my own fault, since I've not updated anything except paid for continuing my yearly subscriptions for the three products, I'm not certain where those product codes are right at this moment for all three products if I erase them and how to reinstall all three back on Windows 7 computer....  (they were also installed on several computers here Windows 7 is the newest one, others are older), so I have to figure out which Product Key goes where and not mess that up or else I'm not going to get access to my backups as I'll have lost Norton Ghost which did them....

 

Sorry for 4 questions in one Posting, but really at  my wits end here without any place to turn to like I used to ask Norton Technical people by phone and got used to the confidence of having them there....

 

Have a good day/Happy New Year.....

 

A Peter Norton Fan