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Please help! NIS 2012 stopped working!

Hello. Earlier today, my sister was on the computer and a pop-up from Norton came up, saying that there was an error in the program and Norton AutoFix couldn't fix it. I tried looging off and on, but it wouldn't work. So I used Norton Removal Tool to remove the program and then used a folder I had on my desktop that I had used previously that said "Norton Installation Files". I started it up, but usually, it takes close an hour to download, but this time, it only took a matter of minutes to start up again. Anyway, it started up again and it's running, but I noticed that under LiveUpdate, it said that last update was 82 days ago. I used Live Update and downloaded all the current updates. Is this a serious problem and what can I do?? Is there a possibility this'll happen again?? Thanks.   

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Re: Please help! NIS 2012 stopped working!

Let's work from the backend first -- On the main GUI screen of Norton click on Support and then on Subscription Status and see if that refreshes the unexpired days. If it does then keep running Live Update with a restart inbetween until it say you are fully uptodate since using those old files would require plenty of updates.

If not after the installation did you re-enter the KEY to activate your re-intallation. Since you used the files downloaded from before (that's why you did not have the long download) it would not automatically be activated as it would if you downloaded from the MyNortonAccount,

Do you want to stay on NIS 2012 or do you want to upgrade to 2013? Many are staying with 2012 at the moment because of changes especially in the Identity Safe -- do you use that function?

Let us know if that fixes it; if not we can move on to additional fixes.

Hugh
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Re: Please help! NIS 2012 stopped working!

Yeah. Actually, while I was in the process of running updates through LiveUpdate, the message went away, So it doesn't seem to be an issue now.

I didn't use any key. All I did was find a file called "NISdownloader[1]" and ran it. Then it automatically stated the program.

I'm not really familar with Identity Safe. I don't think we use it.

Is the fact that Norton stopped working in the first place indication of a serious problem with the computer or anything? Is there anything I can do to prevent anything like that from happening?

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Re: Please help! NIS 2012 stopped working!

So you do now have the right number of unexpired days showing on the main screen of NIS?

Hard to tell what might trigger glitches like that but I doubt if is likely to be serious. You could run a full system scan with Norton (it needs to do that after being installed anyway) and back that up with the free version of Malwarebytes which does not conflict with other security applications so is safe to use with Norton installed.

My query about 2013 was leading to a suggestion to turn off in Settings / Updates theAutomatic Download of New Version which brings down the next generation files during idle time but does not install them without asking you but it's easy to get confused when something pops up .... and it's wasteful to download the files if you don't need them.

This does not affect the normal updates of security definitions and engine fixes etc; just the upgrade from, in your case 2012 / V19 to V20. You cancheck in Support / About to see what your version numver is -- nn.nn.nn.nnn where n is a number. Let us know what it is.

Hugh
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Re: Please help! NIS 2012 stopped working!

Yes. The unexpired days are fine.

I couldn't find anything under "Settings" that led to what you were talking about. Am I looking in the wrong area?

All I could find was 19.9.0.9

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Re: Please help! NIS 2012 stopped working!

Glad that's OK

See below

V 19.9.0.9 is the current version of 2012 so you are uptodate on the 2012 series.

Hugh
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Re: Please help! NIS 2012 stopped working!

From the main user interface, click Settings - Computer - Updates. Then click to turn off the option for Automatic Download of New Version.

Things happen. Export/Backup your Norton Password Manager data.
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Re: Please help! NIS 2012 stopped working!

Ok, i can see where i'm supposed to go, but I can't access it. The text is gray instead of white. I'm not an administator. Could that have something to do with it?

I have two other things I wanted to mention. I noticed under "Devices and Printers" on Windows 7 that F:\, G:\, H:\ and I:\ drives had yellow exclamation marks by them. I uninstalled them and restarted the computer and they're fine now. Could that possibly be behind this whole thing?

Secondly, after I reinstalled NIS 2012, I noticed there were only two norton tabs at the top of Internet explorer: Safe Web and Identity safe. Before, I thought there were three. Is that the case, or are there supposed to be two?  

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Re: Please help! NIS 2012 stopped working!

I'll leave you with Peter who knows much more about the innards ...

What version of Windows are you using including Service Packs and whether 32 bit or 64 bit may be useful to know. Did you upgrade the operating system recently eg go to WIndows 8 or anythng like that?

Hugh
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Re: Please help! NIS 2012 stopped working!

It's Windows 7 64-bit, service pack 1.

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Re: Please help! NIS 2012 stopped working!


caleb89sw wrote:

Ok, i can see where i'm supposed to go, but I can't access it. The text is gray instead of white. I'm not an administator. Could that have something to do with it?

You need to log in as an administrator to make many changes to the settings for your Norton product. While you are in the admin account, if you want to be able to make changes from a non-admin account, you can change that in Settings- General - Product Security. Click to turn on Non-Admins AccessTo Settings.

I have two other things I wanted to mention. I noticed under "Devices and Printers" on Windows 7 that F:\, G:\, H:\ and I:\ drives had yellow exclamation marks by them. I uninstalled them and restarted the computer and they're fine now. Could that possibly be behind this whole thing?

It could have been part of the problem, but as you reinstalled we will never know. It is possible that just rebooting the computer when you saw the error might have fixed it.

The exclamation marks showed there was an issue with the drivers for those drives. You did the right thing by uninstalling them and rebooting. That would have reinstalled the drivers.

Secondly, after I reinstalled NIS 2012, I noticed there were only two norton tabs at the top of Internet explorer: Safe Web and Identity safe. Before, I thought there were three. Is that the case, or are there supposed to be two?  

The Norton Toolbar changed with the 2013 version to add a "Sharing" button. That would be yhe third tab you are lookong for. It did not exist inthe 2012 version.

 


Let us know if there is anything else we can do.

Things happen. Export/Backup your Norton Password Manager data.
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Re: Please help! NIS 2012 stopped working!

Ok, I did what was suggested and turned off "Automatic Download of new version". You guys probably explained it before, but why is it a good idea to do that? I'm not doubting you or anything. I was just wondering.

I thought there was something else up there, something like "Login assistant" or something. I don't know. Maybe I'm just paranoid after reinstalling this whole thing.   

Another thing I wanted to know, is there anything I can do to ensure that this is as up-to-date as the previous installation? When I check "Security History", the time is a 24-hour display (Like the japanese use) instead of 12 hours like it was before. Also, when I checked "Firewall Configuration" it said it had 77 rules. Is that sufficent?

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Re: Please help! NIS 2012 stopped working!


caleb89sw wrote:

Ok, I did what was suggested and turned off "Automatic Download of new version". You guys probably explained it before, but why is it a good idea to do that? I'm not doubting you or anything. I was just wondering.

This will just stop the possibility that the program will get upgraded to the 2013 version for now. This appears to be what happened from your first post.

I thought there was something else up there, something like "Login assistant" or something. I don't know. Maybe I'm just paranoid after reinstalling this whole thing.   

OK, that is what you were referring to. Again that was an added button on the Toolbar with the 2013 version.

Another thing I wanted to know, is there anything I can do to ensure that this is as up-to-date as the previous installation?

Just be sure you run LiveUpdate manually a few times, rebooting as necessary, until no updates are available.

 

When I check "Security History", the time is a 24-hour display (Like the japanese use) instead of 12 hours like it was before. Also, when I checked "Firewall Configuration" it said it had 77 rules. Is that sufficent?

Clock settings are a Windows setting. Click on the clock in the system tray at the bottom right of your screen. Click Change date and time settings. Then click on Change Date and Time. Then click on Change Calendar Settings. Then click on Additional Settings.

 

On that window, you can change your time settings (circled). The explanation of the settings is circled below that for the 12 hour vs 24 Hour clocks. Change the time settings to the small 'h' as shown in the image below.

 


 

 


Things happen. Export/Backup your Norton Password Manager data.

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