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Kudos0

Help! Norton Security Wont open or re-install

Hi, I've recently encountered a problem with my Norton Security software. A few days ago I went to my system tray as I planned on running scans manually only to notice the Norton Security icon was missing. I tried to launch the program from both my desktop and the start menu but nothing happened. 

I tried to use the Norton remove and re-install tool but half way through installation the program got stuck on "communicating with the Norton Server". It might also be worth mentioning that when I log into my account via the Norton website the first page I am greeted with is "An Unexpected Error Occurred" and I then have to navigate through the menus myself in the top right corner. I dont know whether this is important at all.

I then contacted customer support who took control of my laptop (Alienware M17xR4) and came across the same issues. I dont know exactly what they did but it didn't seem like much. They restarted my laptop a couple of times and one time a window popped up telling me that Norton Security had been installed. It appeared it had. I thanked customer support and continued until I restarted my laptop and hey presto, back to square one, icon disappeared from system tray and NS wouldn't run. 

I've tried numerous other things inc, clearing temp files, deleting norton download files and starting from fresh etc and nothing I have done seems to have cured the issue. At this point it appears I am going round in circles! Hope someone can help.

Thanks. Joe.

Replies

Kudos0

Re: Help! Norton Security Wont open or re-install

Hi Joe,

If it were my system, I would check in Programs and Features to see if there is any Norton Security listed there:

This should give me a known clean install of Norton and I could continue to troubleshoot from there if needed.

Kudos0

Re: Help! Norton Security Wont open or re-install

Hi, Joe. If you have Windows 10, it needs to be completely restarted for Norton to correctly update.

If Support didn't use the Norton Removal Tool, I'd suggest using that as it will do a more efficient job of cleaning Norton out.

https://www.norton.com/nrt

After the uninstall, restart your machine and download a preactivated copy of your Norton product from your Norton Account.

https://manage.norton.com/

Then run Live Update after the reinstall until no more are found, and restart again.

Let us know how you  go.

EDIT---Posted at the same time as yank !

Windows 10 Home X 64
Kudos0

Re: Help! Norton Security Wont open or re-install

It is also possible that his system is infected which could cause this. Best to try NRT in safe mode. You could also try a system restore prior to this started happening.

On a side note it is best to keep an up to date backup image of your pc stored on an external hard drive. Something happens you can mount the image and be back up and running like nothing every happened. Especially since you are a gamer. It is extremely important to keep your system backed up. You can always mount your recovery partition also. This will bring your pc back to day one. Like the first day you turned it on. 

Kudos2 Stats

Re: Help! Norton Security Wont open or re-install

Joe, just a bit of a caution - be careful if you attempt to use system restore as PSB suggested.  

I have not had to use the NRT recently, but in the past it would not even run without disabling Norton Protection, and If you get it to run,  it will mess up Norton to the point that you will probably need to do a reinstall of Norton.  When you set the system back using system restore, it comes back short any Norton updates (defs and products) that occurred since the system restore point that you used.

Kudos0

Re: Help! Norton Security Wont open or re-install

Yank system restore is a built in feature ever since the XP days. Naturally when you turn back the clock everything is out of date once you do a restore. Norton will auto update as designed and so will Windows updates. But it is good practice to not go back more than a month. 

Kudos0

Re: Help! Norton Security Wont open or re-install

@Joe Dempsey:

This KB would help started w/ Norton Removal Tool (NRT) BETTER.

@yank, btw:

Then, you do not have to run that NRT in Windows Safe Mode, according to the above official support page.

Further, to successfully perform a new backup of your system, you had better disconnect your PC from Internet, then disable Norton's Auto-Protect & Smart Firewall.

Thx. :)

PUP Hunter PRO: Just TRYING to save the world (U) from cyber threats, A single blog post, at a time, and ONCE & FOR ALL. (A fan of Nadia_Kovacs)
Kudos0

Re: Help! Norton Security Wont open or re-install

There is no reason to disconnect from the internet to merely backup files. Never heard of such a thing. He has tried and tried so running NRT in safe mode is a very good thing to try
Kudos0

Re: Help! Norton Security Wont open or re-install

backup & security program: answers.microsoft.com/en-us/windows/forum/windows_8-update/windows-8-backup-error-code-0x81000033/0462bbf4-4aa1-4fc0-a1dd-afe5d486e424

Method 3: Temporarily disable Security Software

I would suggest you to disable the security software temporarily and then try to create a system image.
 
Note: Antivirus software can help protect your computer against viruses and other security threats. In most cases, you shouldn't disable your antivirus software. If you have to temporarily disable it to install other software, you should re-enable it as soon as you're done. If you're connected to the Internet or a network while your antivirus software is disabled, your computer is vulnerable to attacks. -- PranavMishra5582 from MS.

That error happened, and sth else would happen.

PUP Hunter PRO: Just TRYING to save the world (U) from cyber threats, A single blog post, at a time, and ONCE & FOR ALL. (A fan of Nadia_Kovacs)
Kudos0

Re: Help! Norton Security Wont open or re-install

I said backup. Didn't say creating an image. Backing up can be as simple as copying and pasting. I backup and image all 6 of my PC's with Norton running and CV connected to the internet.

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