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Kudos0

Norton crashing Brand New PC

Brand New HP Pavilion All-in-One with Windows 10.  Just unpacked, started up.  First thing I want to install is Norton (and remove the MacFee it came with).  Tried it twice and both times, as soon as Norton is installed, I restart the computer (to finish removing MacFee) and it goes to automatic repair and then says unable to start.  First time, did a system restore and started from scratch.  Restarted after configuring Windows and before Norton install.  All was good.  Installed Norton, same problem.  Am now doing a Reset to clean it out.  This is Norton Internet Security whatever the most recent version is (just downloaded from the website).  

Ideas?  I don't want to pay for MacFee when I already have a 5-user Norton license with spots left.  Don't want to waste time installing the rest of the software onto this computer if I'll have to reset it again once I try Norton again.

Replies

Kudos0

Re: Norton crashing Brand New PC

Hello

After removing McAfee using the control panel method, did you use the Removal Tool from McAfee and reboot. Also, it is recommended that you turn off Fast Startup. Use an Administrator Account to install the program. I assume you mean Norton Security since you mentioned 5 seats. Norton Internet Security is a different program and an older one which is being discontinued.  Are you running 22.6.0.142 which is the latest version for Norton Security. You can try using this link to download the program. It is possible that you have a bad download of the program.

www.norton.com/latestns  

Please let us know how you made out.

Thanks.

Success always occurs in private and failure in full view. Windows 10 Pro 64 bit Norton Core Security Plus 22.17.3.50 Core Firmware 282 I E 11 Chrome latest version.
Kudos0

Re: Norton crashing Brand New PC

Hi, yusishen.

as soon as Norton is installed, I restart the computer (to finish removing MacFee)

You should have removed McAfee before installing Norton.  The best course of action to take now is to remove Norton and afterwards run McAfee's removal tool again to make sure that it's really been removed.  Run the two removal tools separately, Norton first.  Finally, re-install Norton.

Norton Removal Tool: https://support.norton.com/sp/en/us/home/current/solutions/kb20080710133...

Semper ubi sub ubi
Kudos0

Re: Norton crashing Brand New PC

After the reset (which took about 2 hours), tried again.  Windows is 10.0.10240 and Norton is 22.6.0.142.  Checked both before doing the restart.

Process this time was to install Norton, it asks to remove McFee so I do that.  I then restarted computer when prompted and that worked fine.  The installation of Norton continues.  I ran Liveupdate and it installed 14 updates and one patch.  No further updates to install.

Restarted computer and back to square one.  I cannot start Windows without either a system restore or PC Reset.  Which is preferable?  This time I will then delete McFee first (using Control Panel and uninstall).  I will then try that link to be sure I have a clean download.  

I have another laptop that runs Windows 10 and it runs Norton Security (yes, that's the one, the most recent one, my error before).  It has never had any trouble.

Will post tomorrow on results.

Kudos0

Re: Norton crashing Brand New PC

yusishen:

Process this time was to install Norton, it asks to remove McFee so I do that.

Wait, you mean you re-installed Norton again before removing McAfee?

Semper ubi sub ubi
Kudos0

Re: Norton crashing Brand New PC

Hello

Please use this to remove McAfee first, before installing Norton.

https://service.mcafee.com/webcenter/portal/cp/home/articleview;jsessionid=orcNs8mW4zbqGs8RKR7Pz4eFxWQofURZq-7vvIhEF7Av7w0Zc8ZZ!-273878190!59169934?  Restart computer before installing Norton Security. Disable Fast Startup also.

Thanks.

Success always occurs in private and failure in full view. Windows 10 Pro 64 bit Norton Core Security Plus 22.17.3.50 Core Firmware 282 I E 11 Chrome latest version.
Kudos0

Re: Norton crashing Brand New PC

Semper ubi sub ubi
Kudos0

Re: Norton crashing Brand New PC

I've turned off fast startup, uninstalled McFee (using their removal tool to get rid of all traces) and also used the Norton removal tool to make sure all traces of Norton are gone too.  Have restarted computer so it is clean.  Now downloading a new copy of Norton from the site given above.  So far, all is good but will post again once clean install of Norton is done.

Thanks for all guidance received so far.

Kudos0

Re: Norton crashing Brand New PC

Still crashes.  Here is the step by step of what I did this time:

PC Reset

Turn off fast startup.

Download Norton removal tool and McFee removal tool.  Delete downloaded norton file from previous attempts and run Norton removal tool.  Shutdown and startup computer.  All good.

Uninstall McFee using Windows utilities and then run McFee removal tool to clean up.  Restarted twice during this process.  All good.

Download Norton from www.norton.com/latestns.  It downloaded file called NS-ESD-Def-22.6.0.142-EN.exe.  After downloading file, clicked run.  Got server error when attempting to communication with Norton server.  Program opened as trial copy with 1 day until expiry date.  Clicked "activate now" and logged in to Norton account and matched it with my licensed copy.  Shows protection updates current as of Feb 23, 2016.  Did NOT do Liveupdate at this point. Was curious if Liveupdate was adding a recent update that caused the problem.

Shut down computer.  Started it back up again and...AUTOMATIC REPAIR. Unable to Start computer.

As far as I can tell, I am following all the directions correctly now.  It's not making any difference.  I will now reset the PC again which will take another couple of hours.  Any suggestions while I am waiting for that to happen?

Kudos0

Re: Norton crashing Brand New PC

Computer was bought from bestbuy but they won't help because I didn't buy their Geeksquad support (for a 24-hour old computer).  Working with HP now.  Waiting for reset to finish then they want to do a system diagnostic.  They think it may be software issue though which they won't help with!  Weird glitch is that their records show warranty as expiring in Oct this year and it's supposed to be one year, registered yesterday.  Makes me think this is not a brand-new computer but one that was bought and returned before.  It may very well be going back to BestBuy soon.

Kudos1 Stats

Re: Norton crashing Brand New PC

yusishen:  Weird glitch is that their records show warranty as expiring in Oct this year and it's supposed to be one year, registered yesterday.  Makes me think this is not a brand-new computer but one that was bought and returned before.  It may very well be going back to BestBuy soon.

FWIW ~ I experienced similar with HP from Staples.  Turns out Staples bulk buys and their (silly) paperwork with HP reflects warranty date by bulk buy date not your buy date.   I had to process warranty reset date thru HP Customer Support.   My local Staples manager claimed no knowledge.   Staples district manager promised to follow up.  Seems by Staples explain the warranty effective date is applied to bulk buy date and I was first to question.  Yada Yada.  I submitted documentation to HP..., my warranty date was reset.   HP seemed to be aware of warranty date issue and was easy resolve via HP.   Apparently, if you had an in-warranty issue you would need dated copy of receipt anyway.   But, I wanted date reset anyway.

Kudos0

Re: Norton crashing Brand New PC

sorry - duplicate post.

Kudos0

Re: Norton crashing Brand New PC

Hello

You did well until you installed Norton and did not run live update until there were no more updates. That is important to do since there are patches and fixes that are run that improve the product and also the antivirus definitions have to be updated along with other updates. After all the updates are received and restarted as necessary, then you restart again. Then Norton is completely installed and should be good to go.

Thanks.

Success always occurs in private and failure in full view. Windows 10 Pro 64 bit Norton Core Security Plus 22.17.3.50 Core Firmware 282 I E 11 Chrome latest version.
Kudos0

Re: Norton crashing Brand New PC

I had run Liveupdate before and it hadn't helped so was worried about a patch causing the issue.  After the latest reset, the warranty date had made me think this PC was likely on the shelf at Bestbuy for a while.  Checked Windows Update (once I found it, moved from Win 8) and sure enough, it's an old build with quite a few updates required.  Those are installing now including getting it up to the same build that my laptop runs (which runs Norton just fine).  Will then go through the remove McFee, install Norton process again once that is done (and will run Liveupdate this time).  

Will keep you updated.  All suggestions are very much appreciated.

Accepted Solution
Kudos0

Re: Norton crashing Brand New PC

Solved!!!

Now that I am running the most up to date Windows 10, Norton installs and runs just fine.  It must have been a software compatibility issue between the older build of Windows and the newer Norton Security.  Moral of the story is to make sure that all Windows updates are in place before trying to install Norton (I foolishly thought the "applying critical updates" message that displayed during the initial startup of the computer had done that, it hadn't).

Thank you to everyone for the suggestions.  I can now proceed with the rest of the software installation and finally replace an old Vista machine that's got me pulling my hair out.

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