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Kudos0

Cannot right click / scan with Norton (Windows 10)

I've just tried to scan a file by using the right click 'Scan with Norton' option. However, the 'Scan with Norton' is no longer there, just the ' Scan with Windows Defender' which does not work due to Norton being the default antivirus setting.

Anybody know how to get the 'Scan with Norton' option back?

Thanks.

File Attachment: 

Replies

Kudos0

Re: Cannot right click / scan with Norton (Windows 10)

What kind of file are you trying to scan? I just looked at a number of files on my system and the Norton option was there in my right click menu.

What is your Norton product and version? Click on Help - About.

Have you restarted your computer? If you use Windows 10, there can be an issue with the Fast Start feature.. See more information here.

Things happen. Export/Backup your Norton Password Manager data.
Kudos0

Re: Cannot right click / scan with Norton (Windows 10)

I have the same issue on my Desktop running clean install of Windows 10 (1511) fully updated and clean install of NSwBU ver 22.5.5.15.

On my Laptop with same W10 and NSwBU it is working OK.

I guess it is time for a reinstall of Norton.

It is strange that Windows Defender option appears on both systems but does not work as it is disabled.

Jim

Kudos0

Re: Cannot right click / scan with Norton (Windows 10)

I've tried it on various files, Word, Excel, JPEG, Folders... all the same. I've tried updating and restarting but nothing. I'll have a look at the Fast Start issue. These software companies rally suck, I bought Windows 10 and Norton so I don't waste time with things like this but here I am.

Kudos0

Re: Cannot right click / scan with Norton (Windows 10)

Did you have any other security software on this computer before installing Norton? If so, you need to run the removal utility for that software.

As PhoneMan suggests, it may be time to refresh your Norton install as there could be something that has gotten corrupted. The easiest way is to download and run the Norton Removal And Reinstall tool from   www.norton.com/nrnr  Be sure you read the Before you Begin section.

Things happen. Export/Backup your Norton Password Manager data.
Kudos0

Re: Cannot right click / scan with Norton (Windows 10)

Thanks for the info. I don't have any other security software. I've run the removal utility and reinstalled Norton but I still don't have the option to scan individual files/folders. I've also contacted the Norton live/chat support but they couldn't fix it. I don't really have time to keep reinstalling programs on the computer, can anyone recommend a good, reliable, alternative to Norton? 

Kudos0

Re: Cannot right click / scan with Norton (Windows 10)

I have the same problem. I did some troubleshooting (after trying the chat staff's useless suggestions) and traced it to a Windows Update conflict - here's what I found and reported to Norton online chat:

"Latest Win10 updates (KB890830 KB3116869 KB3119147) cause the ability to scan individual files or folders via the mouse right-click context menu to disappear - no option is in context menu now. Using system restore brings scan ability back."  Further troubleshooting (mine, not Symantec's) strongly suggests that the most likely culprit is KB890830 (Microsoft Malicious Software Removal Tool). Specifically: Microsoft Windows Malicious Software Removal Tool v5.31, December 2015 (build 5.31.12100.0). For some weird reason it is possible to uninstall the other 2 KBs I mentioned, but not that one. Removing those 2 KBs didn't fix the problem, but using system restore to 'remove' all three made Norton Security's Scan Now (or whatever) function appear in the context menus again. So it is either Hence my belief that it is KB890830 that's messing things up. 

After explaining this all to the Norton chat staff, I was told by them to remove the offending KB. Weird advice, as I purchased Norton to make my computer more secure, not less secure, so there is no way I am going to reduce my protection (from Microsoft) in order to have Norton work. I paid for a product that is advertised to work with Windows, not against it.

A member of the Senior Team promised to escalate the issue and get back to me in 48-72 hours. That was on Dec 13, 2015 - no one has bothered to contact me yet...

Kudos0

Re: Cannot right click / scan with Norton (Windows 10)

I had pretty much the same experience. I contacted Norton Support by the chat option, they set up a remote connect and then basically tried everything that I had already done. The support person then said to restart the computer, there was no follow up and I was not able to contact them again so I presume that the do not know how to fix it. I've tried a reinstall but still the same issue. I can't believe that a well know product like Norton has such poor support and crumby software.

Kudos0

Re: Cannot right click / scan with Norton (Windows 10)

Yes, pretty poor service. Other than this issue, I mostly like Norton Security, but may have to start considering other options if I cannot even use it to do a basic virus scan on a file...

For future reference, when chatting with them, get your "Case ID" (and save the chat log so that you can have backup evidence of your discussion if needed - you may have to copy & paste it into Word or similar).  This Case ID will enable the next chat staffer to find out what you've already discussed and thus gives you some continuity. I was also able to use it to get linked back up to the same staffer. Very useful for when you have to restart before the problem is solved.

Kudos0

Re: Cannot right click / scan with Norton (Windows 10)

Why are users blaming Norton for a change that Microsoft made to their system? MS does not send KB updates to all developers like they do for major OS changes. So there would be no chance to test against every KB update. The only way for the developers to know about new problems is when users bring it to the attention of the developer, or MS.

This thread has now done this

There have also been issues with KB890830 in the past. An interesting read here.

Things happen. Export/Backup your Norton Password Manager data.
Kudos0

Re: Cannot right click / scan with Norton (Windows 10)

Since you did not make it clear to whom your question was directed, and that you used the plural users, and as it appears directly below my last comment, I'll bite.

Simply put, Norton isn't at fault for what Microsoft does to its system. What I'm not happy about is the fact that I spent hours troubleshooting and dealing with support staff, escalated to the Senior Team, and got promised a response within "48-72 hours " on December 13, 2015. I posted my above comments (including the timing and date information mentioned in the sentence before this one) on January 28.

I suggest you take remedial math if you can't spot the problem there.

I had already read that link, and spent a fair bit of time researching the problem. It's interesting to note that the chat staff were not able to figure out the problem - I did (and that's after wasting time trying out steps they instructed me to take that were not even for the issue I was experiencing). They seemed genuinely surprised about the KB problem, even at the Senior Team level.  Also, the last post in the link you shared was from the first half of 2015. My Norton product had no issues until December 2015, and that's with full updates to both Norton and Windows 10, so it was not evident that the issue was exactly the same (similar, yes, but the same? Maybe not). The link also does not provide any resolution, or at least not for my Win10 system.

Having said that Norton is not at fault for what Microsoft does to its system, if various incarnations of that KB has been an issue for a while now, it reflects poorly on Norton that it hasn't figured out how to protect itself from that.

Lastly, I said that I mostly like Norton Security (I've been using variations of it since the 90s, consistently).

tl;dr version: If you were talking to me, you didn't think your comment through very well. If you were not, you didn't write it very well.

Kudos0

Re: Cannot right click / scan with Norton (Windows 10)

My comment was just a comment to all users in this thread. Why blame Norton for something MS created, yet again.

No need for math. My comment was not related to your service experience. And that lack of follow up has been brought to Norton's attention. Hopefully you should hear something soon.

The reason the Support agents would be of no help in this case is that it does not seem to be a Norton issue. Therefore it would not be in any support documentation that the support agents have available.

The ongoing issue with that KB update was not just affecting Norton users. It still goes back to MS issues. How can Norton deal with something that they see the same day the users get it put on their machines? There is no lead time to test KB updates.

Things happen. Export/Backup your Norton Password Manager data.
Kudos0

Re: Cannot right click / scan with Norton (Windows 10)

On Jan 8 I posted this same problem but now it is working fine. Lots of MS updates on Jan 12 including KB890830 which is updated every Month. This only happen on my W10 desktop and no problem on my W10 Laptop. My system are fully updated with W10 and NSBU.

I ran SFC /SCANNOW on my systems and no errors found.

Jim

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