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Norton PC Checkup Not Working

I just purchased Norton Internet Security 2010.  Inside was a leaf that said I could go to Norton.com/FreeCheckup to scan my computer.  I installed it (or so I thought) and nothing happened when I tried to run the scan.  Nothing - no error message - nothing.  It is on my computer but when I click to open nothing happens.

Can anyone tell me how to resolve this problem?

Thank you.

回复

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Re: Norton PC Checkup Not Working

Hi Cody,

Welcome to the Norton Community.

You can find this at the following location.

http://www.symantec.com/norton/nortonlive/free-pc-checkup.jsp

Hope this helps.

Best wishes.

Allen

Windows 7 Ultimate SP 1, 64 bit, 32 GB * NIS Vers. 21.6.0.32* Ghost 15 * IE 9, Firefox, Safari. Test laptop with W7 Home Premium 64 bit * NIS Vers. 21.6.0.32
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Re: Norton PC Checkup Not Working

Hello Allen, I tried installing it from the address you gave me. Again, it seemed to install but when I clicked to start, nothing happened. I did get the following info from my event viewer (applications) that I believe is referring to Norton PC Checkup: Event 35 Source: PCCUJobMgr Message: The description for Event ID 35 from source PCCUJobMgr cannot be found. Either the component that raises this event is not installed on your local computer or the installation is corrupted. You can install or repair the component on the local computer. If the event originated on another computer, the display information had to be saved with the event. The following information was included with the event: PCCUJobMgr I would like to use the program and would appreciate some help with this. Thanks, Cody
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Re: Norton PC Checkup Not Working

Hi Cody,

What is your exact version of NIS 2010 from Help & Support > About? What OS and SP do you have and is it 32 or 64 bit?

Do you or did you previously have any other security software installed before installing NIS? If so, did you remove it before installing NIS and attempting to install PC Checkup and how did you remove it? Security software requires using a removal tool to remove all remnants of it before attempting to install a different security software.

Are you logged on as an Administrator or regular user? Try right clicking on the program and select Run as Administrator and see if this helps.

Please let us know.

Best wishes.

Allen

Windows 7 Ultimate SP 1, 64 bit, 32 GB * NIS Vers. 21.6.0.32* Ghost 15 * IE 9, Firefox, Safari. Test laptop with W7 Home Premium 64 bit * NIS Vers. 21.6.0.32
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Re: Norton PC Checkup Not Working

Hello Allen

The O/P is also having problems with his NIS 2010 running properly as seen in his other thread.

http://community.norton.com/t5/Norton-Internet-Security-Norton/Security-History-Symantec-Error-Reporting-Submission/m-p/261349#M120421

Success always occurs in private and failure in full view. Windows 10 Pro 64 bit Norton Core Security Plus 22.18.0.213 Core Firmware 282 I E 11 Chrome latest version.
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Re: Norton PC Checkup Not Working

Hi Floplot,

Your timing is impeccable! I was just looking at the other thread when I saw this alert come up.

Cody, we need to work these issues together.

Did you go through the instructions provided by Floplot in the other thread?

Let's also go ahead and run a scan with the free version of MalwareBytes per the procedure below. The free version of MalwareBytes is an on-demand scanner only and will not interfere with NIS.

Please download, install, update and run the free version of MalwareBytes following the procedure outlined below. Any other recommendations will follow after you have a chance to provide any other details requested.

Please go to www.malwarebytes.org

1. Download Malwarebytes’ Anti-Malware (mbam-setup.exe) free version and save it on your Desktop.
2. After downloading, double-click on mbam-setup.exe to install the application.
3. Follow the prompts and install as “default” only
4. Before the installation completes, check on the following prompts:
- Update Malwarebytes’ Anti-Malware
- Launch Malwarebytes’ Anti-Malware
5. Click “Finish.” The program will run automatically and you will be prompt to update the program before doing a scan. Please update.
6. Scan your computer thoroughly choosing a "full scan".
7. When scanning is finished click on “Show Results”
8. Make sure that all detected threats are marked with a check mark, click on "Remove Selected".
9. Restart your computer.

Please post the logs back to this thread using "add attchments" at the bottom.

Note: Sometimes the main site is blocked from attempts to download MalwareBytes. If this occurs please try to download from:
http://www.filehippo.com/download_malwarebytes_anti_malware/
Please do not download the Spyware Doctor which you will see on this page!

Please let us know how it goes.

Best wishes.

Allen

Windows 7 Ultimate SP 1, 64 bit, 32 GB * NIS Vers. 21.6.0.32* Ghost 15 * IE 9, Firefox, Safari. Test laptop with W7 Home Premium 64 bit * NIS Vers. 21.6.0.32
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Re: Norton PC Checkup Not Working

Hello Allen


Error Type:  Error Condition Detected

Error ID:  {A7E79C2B-EC57-4971-B923-AC75610AA12A}

Error Class:  0x28AF9D7F

Product Name:  Norton Internet Security

Product Version:  17.6.0.32

Process ID:  0x348

Thread ID:  0xB9C

Process Name:  ccSvcHst

Process Version:  109.0.3.4

Process Timestamp:  Thursday, February 25, 2010, 8:42 PM

Module Name:  hsui  (What is this???)

Module Version:  17.6.0.32

Module Timestamp:  Friday, March 26, 2010, 11:45 PM

Module Offset:  0x6A77

Hash Code:  0x9E889633

Component Name:  hsui

Component ID:  0x76

Error Code:  0x800704C7

SEVERITY:  HIGH


Based on this error report, are the dates in it referring to an older version which wasn't removed completely since he had done a system restore?  Do error codes have high severity and I wonder where this NIS was bought.? Would the component name be in Chinese? I think this may be more for a Symantec employee to answer since it is involving error codes and such.

Success always occurs in private and failure in full view. Windows 10 Pro 64 bit Norton Core Security Plus 22.18.0.213 Core Firmware 282 I E 11 Chrome latest version.
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Re: Norton PC Checkup Not Working

Hi Floplot,

The version of 17.6.0.32 might simply be referring to original version of NIS installed by Cody before running Live Update. In the other post there is also reference to 17.5.0.127.

I think the removal tool is prudent along with doing the check with MalwareBytes. I think we need to go through these steps first. The crash could simply have occurred because of a bad install. If the NRT/reinstall and MalwareBytes scan does not yield any results then we can get Symantec involved.

In the same way as a bad install can cause some functions of the program not to work properly, a bad install can also cause a crash. Running the NRT first should help eliminate a simple bad install.

Cody, are you having any problems with other programs besides NIS and PC Checkup? NIS and PC Checkup rely on other Windows components functioning properly so problems with any other programs might also be related.

EDIT: Cody in your other post you stated the following:


I did a complete recovery last week and turned on Norton's 60-day trial (pre-installed on the recovery CDs). When I purchased Norton Internet Security 2010 on Friday, July 30, 2010 I uninstalled the trial version using Programs and Features.


Can you confirm what the Norton 60 day trial was? Was it NIS, NAV, N360 or what? Also, what were the details surrounding why you had to perform a complete system recovery?

Allen

Windows 7 Ultimate SP 1, 64 bit, 32 GB * NIS Vers. 21.6.0.32* Ghost 15 * IE 9, Firefox, Safari. Test laptop with W7 Home Premium 64 bit * NIS Vers. 21.6.0.32
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Re: Norton PC Checkup Not Working

Hello Allen, My exact version of the purchased NIS is 17.7.0.12. I have a HP Home Premium Windows Vista 64-bit, Service Pack 2. The only other software installed before installing the new, purchased NIS was Norton Internet Security that was preinstalled on my recovery discs. I used Programs and Features to remove it before installing the paid version. I didn't use any removal tool from Norton. It seemed okay and installed without any problems. Then I saw the info in Security History I had a flier in the paid version's box that said "I'm protected from online threats with the leader in computer security and performance. Let us thank you by checking your PC's performance free. Follow these three easy steps: 1) Go to Norton.com/FreeCheckup. 2) Run the PC scanning tool. 3) Get a custom PC report card to see how your computer is performing and expert tips on how to improve it." I downloaded the Norton PC Checkup from the above site. I always do things from my Standard User Account, using the "Run as Administrator" feature to download programs. Thanks, Cody
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Re: Norton PC Checkup Not Working

Hello Allen, I removed the Norton PC Checkup and tried the location you suggested. The same thing happened. It's on my computer, but not working. Thanks, Cody
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Re: Norton PC Checkup Not Working

Hi Cody,

From your other thread, did you go through the steps Floplot suggested?

http://community.norton.com/t5/Norton-Internet-Security-Norton/Security-History-Symantec-Error-Reporting-Submission/m-p/261349#M120421

Did you run MalwareBytes as suggested earlier in this thread?

http://community.norton.com/t5/Norton-Internet-Security-Norton/Norton-PC-Checkup-Not-Working/m-p/261437/highlight/true#M120442

Please try these and let us know how it goes.

Thanks very much.

Allen

Windows 7 Ultimate SP 1, 64 bit, 32 GB * NIS Vers. 21.6.0.32* Ghost 15 * IE 9, Firefox, Safari. Test laptop with W7 Home Premium 64 bit * NIS Vers. 21.6.0.32
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Re: Norton PC Checkup Not Working

Hello Allen and Floplot, I confirm I do have two problems (trying to keep all this in one post): The System Error Report and Norton PC Checkup not working. Floplot, I've read your post in my previous post. I haven't used the removal tool yet. I've been reading all the other replies. Allen, I've tried Malwarebytes in the past, and the baddies out there seem to get to it before I do. Plus, I found that the mbam file was infected when I tried to remove it. I was denied Administrative rights. I haven't tried the website you suggested (in red). Before I do anything with Malwarebytes, should I just remove everything and try a clean install? Thanks, Cody
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Re: Norton PC Checkup Not Working

Hello Floplot, I was wondering about this information as well. I bought the NIS 2010 from a major discount store. Thanks, Cody
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Re: Norton PC Checkup Not Working


Cody wrote:
Hello Allen and Floplot, I confirm I do have two problems (trying to keep all this in one post): The System Error Report and Norton PC Checkup not working. Floplot, I've read your post in my previous post. I haven't used the removal tool yet. I've been reading all the other replies.

 Allen, I've tried Malwarebytes in the past, and the baddies out there seem to get to it before I do. Plus, I found that the mbam file was infected when I tried to remove it.

>> Can you clarify what this means? What have you seen?

 I was denied Administrative rights. I haven't tried the website you suggested (in red). Before I do anything with Malwarebytes, should I just remove everything and try a clean install?

>> What do you mean by clean install? Are you talking about re-doing your entire system drive, reinstalling the OS and everything? Or are you referring to a clean install as it relates to NIS and PC Checkup?

If you really want to do a clean install, that is your choice. If you think this is easier than figuring out what is wrong, then this could be an option. But I think this problem can be solved without taking this kind of drastic action.

Thanks, Cody


Hi Cody,

Please see inline responses above. When you run the MalwareBytes installer you should right click and select "Run As Administrator". Does this help?

Are you having other problems with your computer? Are you getting any sort of strange pop-ups when your online? Are you getting re-directed when you try to visit a particular website? Are you seeing random ads when you are browsing online?

What happens if you try to run a full scan with NIS? From the main NIS screen click on Scan Now > Run Full System Scan. Does this work?

Thanks

Allen

Windows 7 Ultimate SP 1, 64 bit, 32 GB * NIS Vers. 21.6.0.32* Ghost 15 * IE 9, Firefox, Safari. Test laptop with W7 Home Premium 64 bit * NIS Vers. 21.6.0.32
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Re: Norton PC Checkup Not Working

Hello Allen, I downloaded Malwarebytes several months ago, so I'll have to rake my memory. I had some kind of malware on my computer and I downloaded Malwarebytes from www.Malwarebytes.org. It never found anything and when I tried to remove the program, I was denied administrative rights to remove it ("Denied"). I went into my computer and typed Malwarebytes and did a complete search, searching Indexed Files and searching "Everything." There were a lot of files. There was the mbam file (not sure if I spelled this correctly) that absolutely denied my rights to delete it. I was using "Run as Administrator". I then went into my Admin User Account and tried removing it from Safe Mode. Still, I was denied. I have not installed this program since. Nothing against Malwarebytes. I'm sure it's a very good program. I've heard good things about it. However, this was my experience. At that time, I did have malware and Malbytes didn't work because of it. However, I do believe there are other third-party programs out there that are not properly secured for safe downloads. There are security flaws that aren't addressed or kept up on. I try not to install free programs, with the exception of Norton's PC Checkup. Anyway, that's my 2 cents. Hope I have been able to answer this question. What I meant by "clean Install" is just using the Norton Removal Tool and removing all of the Norton Software and doing a clean install of my program. I'm not sure if I have malware. I'm not getting any of the usual signs of infection. I did find another Symantec Error Reporting Submission in the Security History that I overlooked. It was on the same day and time. Under Module Name, it says NPCStatus. The other Summary I submitted earlier said “hsui” as the module name. Maybe this was the trial version? Thanks Allen, Cody
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Re: Norton PC Checkup Not Working

Hi Cody,

Thanks for the update. Regarding MalwareBytes, I think you need to use a removal tool to get rid of the old remnants of this program and then do a fresh install.

Please see the following post for how to completely remove MalwareBytes.

http://forums.malwarebytes.org/index.php?showtopic=48244&hl=remove+malwarebytes

Please follow the instructions very carefully and NOTE that they have a removal tool specified here. After you have done this, please download a fresh copy of the free version of MalwareBytes as I suggested earlier and see if you can get it installed and are able to scan. Make sure and do all this as Administrator.

Make sure you don't reinstall the paid version of MalwareBytes. After doing the removal part, please follow the directions I gave earlier to get the latest version of MalwareBytes.

Did you try a FULL scan with NIS also? If not, please do so and let us know the results.

Just to clarify, do you have the English version of NIS?

I am somewhat concerned about the possibility of malware because of your problem installing MalwareBytes but it may well be left over from the problem you had several months ago and the previous install might be corrupted.

If this is the case then using the MalwareBytes removal tool should take care of it.

Please tell us more about the malware you had several months ago. Do you know exactly what malware was present? How did you get your computer cleaned up to remove all the malware? Please be as detailed as possible.

Please let us know how it goes.

Best wishes.

Allen

Windows 7 Ultimate SP 1, 64 bit, 32 GB * NIS Vers. 21.6.0.32* Ghost 15 * IE 9, Firefox, Safari. Test laptop with W7 Home Premium 64 bit * NIS Vers. 21.6.0.32
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Re: Norton PC Checkup Not Working

Hello Allen, When I did the recovery, I restored everything back to the original manufacturer's settings. There are no remnants of Malwarebytes on my computer. I shot all the malware and everything else to kingdom come. I ran a full scan and nothing was found. I think there may be some remnants of the old pre-installed Norton Internet Security still on my computer. Programs and Features probably didn't remove everything. My new paid version seems to be working okay in spite of this possibility. The other problem, regarding the installation of Norton PC Checkup: Is it possible there may be a problem with the program itself, such as script errors or missing components? I have completely removed this program off my computer. My Event Viewer did show Event 35 shown below: The description for Event ID 35 from source PCCUJobMgr cannot be found. Either the component that raises this event is not installed on your local computer or the installation is corrupted. You can install or repair the component on the local computer. If the event originated on another computer, the display information had to be saved with the event. The following information was included with the event: PCCUJobMgr Anyway, I just don't know. I don't think I have any malware on my computer. If you can recommend anything else, I'd really appreciate it. Thanks, Cody
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Re: Norton PC Checkup Not Working

Hi Cody,

Thanks for the addtional information.

So I'm not clear on something. So you did a factory restore to remove the malware several months ago which also would have removed all remnants of MalwareBytes.

Have you tried downloading and running MalwareBytes again this time around? If not, you should give it a try. If you had malware the last time you tried to install it, that is probably why it did not install correctly.

You may very well not have any malware, but MalwareBytes is a good tool to use as an on-demand scanner and to help confirm the presence or abscence of malware.

Yes it is possible that PC Checkup could have some problem preventing proper install but there could also be a problem with your computer. We really don't know which yet.  I also just installed PC Checkup on my Windows 7 64 bit test laptop without any problems.

You should also try the Norton removal tool originally suggested by Floplot in the other thread and see if it clears up your problem with NIS.

For installing PC Checkup, you can also try turning off Tamper Protection in NIS Misc. Settings and see if this helps. It is unlikely to be interfering but you can also try turning of NIS auto-protect while installing PC Checkup.  As a precaution, disconnect from the Internet while this is disabled.

Best wishes.

Allen

Windows 7 Ultimate SP 1, 64 bit, 32 GB * NIS Vers. 21.6.0.32* Ghost 15 * IE 9, Firefox, Safari. Test laptop with W7 Home Premium 64 bit * NIS Vers. 21.6.0.32
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Re: Norton PC Checkup Not Working

Hello Allen, I'm going to be doing some system scans and disk checks and see if there is a problem there. I'll also try to install it on my other computer to see if it installs okay. I'll also be on the lookout for any anomalies on my computer. I'm going to be busy for the rest of the week and will probably get back to this latter part of the week. It's interesting to know you had no problem installing it on Windows 7 64-bit. I will keep you posted and thanks for all your help. Cody
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Re: Norton PC Checkup Not Working

Hi Cody,

No problem, we will be here when you are able to continue on this.

I also left you a PM (private message). You can view your PM by clicking on the  symbol at the top right of the message board.

Best wishes.

Allen

Windows 7 Ultimate SP 1, 64 bit, 32 GB * NIS Vers. 21.6.0.32* Ghost 15 * IE 9, Firefox, Safari. Test laptop with W7 Home Premium 64 bit * NIS Vers. 21.6.0.32
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Re: Norton PC Checkup Not Working

Hello Cody

Please make sure that you have the private messenger turned on. To do this, please go to My Settings, Preferences,  Private Messenger is checked to be on and then save changes . I don't remember if this is turned on by default or not. You can still check it though to make sure it is on. Thanks.

Success always occurs in private and failure in full view. Windows 10 Pro 64 bit Norton Core Security Plus 22.18.0.213 Core Firmware 282 I E 11 Chrome latest version.
好评1 Stats

Re: Norton PC Checkup Not Working


floplot wrote:

Hello Cody

I don't remember if this is turned on by default or not.


Hi flo

It is indeed on by default

We look forward to the time when the Power of Love will replace the Love of Power. Then will our world know the blessings of peace. ~William Ewart Gladstone
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Re: Norton PC Checkup Not Working

Hello mdturner

Thanks for confirming that it is turned on by default.

Success always occurs in private and failure in full view. Windows 10 Pro 64 bit Norton Core Security Plus 22.18.0.213 Core Firmware 282 I E 11 Chrome latest version.
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Re: Norton PC Checkup Not Working

Hi Cody,

I just got your last PM.

The reason the paragraphs are pushed together in your posts is because Active Scripting is not enabled in IE. I think the procedure I sent you in PM to add Symantec to your trusted sites in IE should correct this and allow you to do better formatting of your posts.

Hope this helps.

And we'll be looking forward to continuing to work with you on the PC Checkup problem when you are ready.

Best wishes.

Allen

Windows 7 Ultimate SP 1, 64 bit, 32 GB * NIS Vers. 21.6.0.32* Ghost 15 * IE 9, Firefox, Safari. Test laptop with W7 Home Premium 64 bit * NIS Vers. 21.6.0.32

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