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Kudos0

Is Norton broken?

Again, so sorry for posting again this soon, hopefully this will be the last time I need to.

Yesterday I noticed "Snapfish Photos" on my desktop. Wanting to check it wasn't some kind of adware, I decided to search "Snapfish" in File Explorer and scan all the results. When I used shift to try and highlight all the results, it never actually highlighted all the results but instead highlighted just three:

"snapfish (www.snapfish.com)"

"Search Results in This PC&Snapfish

C:\Users\user\AppData\Roaming\Microsoft\Windows\Recent Items

Type: Shortcut

Data Modified: 22/02/2019 22:32

Size: 1.93 KB"

The latter file was present twice with the same metadata and everything, hence three files. I decided to scan them separately. When I highlighted them and had Norton scan them, the scan didn't come up. Instead Norton closed down. I did an on-demand scan of another file and the scan came up as another tab on the Task Bar separate from the one I'd had pinned and without the green tick. I kept clicking on the pinned Norton icon and after a few seconds it came back, green tick and all. I checked the logs and I noticed two things. First is that it said I logged out and logged back in again. Second is that it said "werfault.exe" from System 32 had tried to access Norton three times. I checked and this is Windows error reporting program. The first time it had "Actor PID 16408"and the latter two it had "Actor PID 5636" and all three times it had "Target PID 11336".

Norton's acted normal since, being able to scan, optimize and do everything else you'd expect. The green tick is there and it still says I'm protected. The logs have been normal since as well. My computer's worked just fine since as well. Seeing this just really, really freaked me out since I've never had a problem with Norton's on demand scans in the past. I don't really want to reinstall Norton unless absolutely necessary. What was the error? Is it fixed? Is Norton really fine now? 

Labels: Virus Scan

Replies

Kudos0

Re: Is Norton broken?

I've since found Snapfish Photos is pre-installed on HP laptops such as mine and most likely not a virus.

Kudos1 Stats

Re: Is Norton broken?

Indeed. HP acquired Snapfish is 2005, having it as a pre-installed program on some of their product images. If you'd like to have peace of mind about a possible PUA/PUP having managed its way onto your system just download and run Malwarebytes. Its free and will look for things Norton doesn't concentrate on.

Cheers

"From DOS to Windows10 what a journey it has been" / MS Certified Professional / Windows 10 Home / Professional x 64 version 1903 / build 18362.295 / N360 Deluxe 22.18.0.213 / Norton Core v.282 on Android 2.00
Kudos0

Re: Is Norton broken?

But what about the Norton error? Is there a chance there’s permanent damage?
Kudos0

Re: Is Norton broken?

Cadet. werfault.exe is indeed indication of an issue with Windows, not necessarily specifically Norton. Have you looked at the system event logs for a source of the faulting module? Windows does from time to time throw this error erroneously, a simple system reboot clears it. What you posted was text from a search within Windows Explorer as I read it. Norton would have already notified you of possible changes to SYSTEM files which could lead to damage if it found malicious files. Have you see that already? If you can get a screenshot of anything detected in your Norton history that would be very helpful.

As I suggested earlier, running Malwarebytes will detect any malicious malware Norton may not be scanning for. Norton scans for content that is destructive to the operating system more so than the usual annoyances like potentially unwanted programs or applications. You can submit the files individually at Virustotal and have them analyzed. Here is how to post screenshots into your posts here on the forums for us to view for you.

Cheers

"From DOS to Windows10 what a journey it has been" / MS Certified Professional / Windows 10 Home / Professional x 64 version 1903 / build 18362.295 / N360 Deluxe 22.18.0.213 / Norton Core v.282 on Android 2.00
Kudos0

Re: Is Norton broken?

I do not wish to download Malwarebytes because I do not believe my computer is infected. That's why I made my second post, to show that my main worry wasn't about malware but having accidentally damaged Norton somehow.

I don't quite understand your first paragraph. I said in my first post what I saw in the Norton history, about logging off and on again and werfault.exe trying to gain access. I don't know what the "system event logs" are or how to access them.

My personal theory was that the files were somehow special or weren't real files somehow and so Norton had to restart to avoid having to try to scan them. I gave all the details of the files from File Explorer in the hopes someone would have a rough idea of what they are. I have restarted the computer as you said and everything seems as it did before, completely fine.

Is there a chance Norton has been damaged? Do I need to reinstall it?

Accepted Solution
Kudos1 Stats

Re: Is Norton broken?

The decision not to check for the cause of the werfault occurring is of course yours and only a suggestion on our part. Open your Norton UI, then click HELP. On the left then click "Get Support". The tool will run and check your install of Norton for issues and correct anything found. If nothing is detected you should be good to go going forward.

Cheers

"From DOS to Windows10 what a journey it has been" / MS Certified Professional / Windows 10 Home / Professional x 64 version 1903 / build 18362.295 / N360 Deluxe 22.18.0.213 / Norton Core v.282 on Android 2.00
Kudos0

Re: Is Norton broken?

I had no idea a tool like that existed. Thank you so much. I ran it and it came back saying no problems were detected. I guess I'm fine then.

Kudos0

Re: Is Norton broken?

I went and checked those files again. It looks like the first one is from my browser history and the others store the results of me searching "snapfish" in File Explorer.

Kudos0

Re: Is Norton broken?

I know what happened now. Thanks for helping me, this thread is as good as done now. Please can no one else post in this now.

Kudos1 Stats

Re: Is Norton broken?

Cadet you are most welcome. What you were seeing most likely is nothing more than Norton tamper protection preventing access to its services. Its something we all see from time to time.

Cheers

"From DOS to Windows10 what a journey it has been" / MS Certified Professional / Windows 10 Home / Professional x 64 version 1903 / build 18362.295 / N360 Deluxe 22.18.0.213 / Norton Core v.282 on Android 2.00
Kudos0

Re: Is Norton broken?

Again, thank you.
Kudos0

Re: Is Norton broken?

Hello Cadet,

Have you try with Norton Power Eraser?

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