"We encountered an error" window keeps popping up

[Hammerhead2048]

Note: Please do not post Personally Identifiable Information like email address, personal phone number, physical home address, product key etc.

Issue abstract: “We encounter an error” window keeps popping up.

Detailed description: It appears a new version of Norton 360 got installed on my Windows 10 Pro laptop and a pop-up window appears on occasion saying “We encountered an error”

Product & version number: 24.10.9535 (build 24.10.9535.882)

OS details: Windows 10 Pro 22H2 Build 19045.5073

What is the error message you are seeing? “We encountered an error”

If you have any supporting screenshots, please add them:

[SoulAsylum]

Hello. Is this appearing randomly or during a specific task?

SA

[Hammerhead2048]

It’s random. I would go to use the laptop to find that pop-up window on the screen.

[Hammerhead2048]

Update: I noticed an “Troubleshooting” tab, went there and turned on “Enable debug logs.” I waited I got the error again and then went back o the “Troubleshooting” tab to click the “Send Logs” button. When I do mothing happens.

[bjm]

Send Logs →

[Hammerhead2048]

I downloaded and ran the app. File ID: NM5T7

[casstk]

We’re also getting the same error message - two different computers. I have specs for one (will get the specs for the other later today).

My computer is running Windows 10 Pro 22H2 Build 19045.5131 and Norton 24.12.9725 (build 24.12.9725.897)

Mine just started this morning. My other family members computer has been doing this for a week. Random popup.

[bjm]

Hello @Hammerhead2048
Please post progress

[bjm]

AI Overview
If you see the message “We encountered an error. Please restart your application to try again” on Norton, it generally means there was a problem with the application and the easiest first step is to simply restart your Norton program; if that doesn’t work, try restarting your entire computer as well.

• Outdated updates: Norton might be trying to access outdated information or features, so running a LiveUpdate to get the latest version can often resolve the issue.

• Network issues: A temporary glitch in your internet connection could cause problems with Norton reaching its servers.

• Conflicting software: Other programs on your computer might be interfering with Norton.

• Run a full system scan: Check for potential malware or viruses that could be causing conflicts.

• Check your Norton settings: Ensure your settings are configured properly and not causing any conflicts.

• Uninstall and reinstall Norton: If the issue persists, consider completely uninstalling Norton and then reinstalling it using the Norton Remove and Reinstall tool.

[Hammerhead2048]

I ended up calling Norton support and they had me do the last step which is Uninstall & reinstall Norton. Seem to work for a day but then the problem returned. I called again and they said they’re elevating the call and will get back in 48 hours. They never did. I called yet again and got the same response and still haven’t called back. I’m about to start calling every day if annoying them has to be done get them to do something about this.

[casstk]

Please do as it has impacted my PC and also that of a family member who lives a few miles away.

I note that we’re both running Windows 10 Pro with slightly different version numbers (ditto on the Norton versions).

Also, the AI response is…lacking.

Cass

[bjm]

@casstk

Also, the AI response is…lacking.

Hello @casstk
and you’ve opened a support ticket and offered to send debug logs?

[bjm]

@Hammerhead2048

I’m about to start calling every day if annoying them has to be done get them to do something about this.

twice a day
We’ll try to call attention. No promises. No timeline.

[casstk]

I need to wait for it to happen again on my PC - it has been happening 2-3 times a day on my family members computer - they’re in their 80s and do not know how to submit logs. But they do know how to call me every day to complain. I turned on log tracking on my PC and as soon as I see it again, will submit.

[Ozcelt]

So…? What’s happerning, Norton?
You do know I’m actually PAYING you good money for this software? Don’t you?
Fix the damn problem already.
It’s irritating to be constantly notified that you’ve encountered an error…so I should just grin an bear it?
Do your job.

[Hammerhead2048]

I called this morning and support said “they are working on the problem.” They wouldn’t give a timeframe as to when it’ll be resolved. I’m going to wait a few days and then will call again.

[SoulAsylum]

@Ozcelt We Guru’s and other posters here on the forums do not work for Norton. The best we can do
is to escalate the issues and allow Norton to take action of their own accord.

SA

[bjm]

may be related:
https://community.norton.com/t/urgent-notice-regarding-issues-with-norton-360-ultra/357407

[Norton_user_Sydney]

Thanks - yes it is the same issue. I have been using Norton for years on the same PC, and this issue only started in the last few week or so.

[Rebecca_Parmley]

Same problem on two PCs. Took me a while to figure out what application had the problem because I was trying to work. If you go to the effort of creating a pop-up window, please put your logo on it or something indicating it is Norton 365 that has the problem! Trying all of the things recommended. We will see how it goes.