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Kudos0

Norton uninstall and reinstall

For a few days I've been having messages saying that Norton has encountered a problem and needed to quit, and in response I rebooted the PC. Today it told me that it needed to uninstall and reinstall. The uninstall seems to have started, but nothing happened for more than half an hour. When I restarted the PC I found that 1) Norton 360 is installed according to the control panel 2) I can go to start - all programs - Norton Security from the start menu. There are five items. Get Support, Live Update and Norton 360 give an error message - "the item that this shortcut refers to has been changed or moved". Norton Recovery Tools takes me to https://us.norton.com/support/tools/overview.html. The last one is uninstall, which I didn't try. Clearly something has happened, but I'm not sure what, and what I need to do next. Grateful for any advice. A

Replies

Kudos0

Re: Norton uninstall and reinstall

Try getting a fresh install of your Norton product using the Norton Removal and Reinstall Tool.    www.norton.com/nrnr   Be sure you read the before you begin section, and run LiveUpdate manually a few times, restarting as necessary, until no updates are available.

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

Re: Norton uninstall and reinstall

I started the program, but I wonder if it's working on my PC as it should. There was no licence agreement box to check - just a blank screen, with Remove and Reinstall at the bottom, I clicked on it and according to task manager the program started to run. It told me there were two instances of the program, using 8496 kb and 3276 kb. These amounts gradually dropped and then the first started going up and down, as did the amount of memory being used, so I guess that something is happening. But there is no progress bar or on screen message. It's been going for two hours now.

There is a link to a video, but it does not work for me.

Kudos0

Re: Norton uninstall and reinstall

Restart your PC again and be sure you are logging in to a Windows admin account. Then start the Norton Removal and Reinstall tool again. 

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

Re: Norton uninstall and reinstall

'fraid not. I re-ran with an administrator account but it told me that there is another instance of uninstall running. According to task manager it is there twice, both times on the admin account - nothing on the user account. Closing the two of them and restarting does not work as I get the same message. I removed it from the desktop on the user account and also restarted the PC, but those didn't work either.

Kudos0

Re: Norton uninstall and reinstall

Try just restarting the computer with the Windows admin account. Do not start any Norton processes manually. Check the Task manager to see if the NRNR is running. If it is, try going to Windows Task Scheduler.  Click on the Windows Start button and search for Task Scheduler. Then look for Norton tasks and disable them. Then restart your computer again.

Now you should be able to log in with an admin account and try running the NRNR again.

If all this fails, time to contact Norton Support and they can remote into your system to see what is blocking the process. They can then get your product reinstalled for you.    www.norton.com/contactcs

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

Re: Norton uninstall and reinstall

It's running according to task manager. It asks me twice if I should start it, and if I say no to the second instance then neither will start.

Task scheduler says "MMC could not create the snap in. The snap-in might not have been installed correctly", followed by a code:

CLSID: FX:{c7b8fb06-bfe1-4c2e-9217-7a69a95bbac4}

Is there anything else I can do or do I contact Norton Support?

Kudos0

Re: Norton uninstall and reinstall

To check on the MMC error, you can check your Windows installation.  Click on Start and type CMD in the search box. Right click on cmd.exe and click on Run as Administrator. Type 'sfc /scannow' without the quotes. This will check your Windows installation and try to correct any errors it finds.
 

If that does not help, Norton Support would be a good next step.

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

Re: Norton uninstall and reinstall

Windows Resource Protection found corrupt files, but was unable to fix some of them.

Details are included in the CBS.Log windir\Logs\CBS\CBS.log.

Is it time to contact them yet?

Kudos0

Re: Norton uninstall and reinstall

First you need to address those corrupt files.

What operating system are you using? Do you have installation media for your version of Windows?  

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

Re: Norton uninstall and reinstall

Vista Home Basic Version 6.0 Build 6002 Service pack 2.

The PC came with Windows installed and no disks.

Kudos0

Re: Norton uninstall and reinstall

Maybe time to try Norton Support.

Although something you need to keep in mind is that Windows XP and Vista are in a Maintenance mode as far as Norton products are concerned. More information here.    https://community.norton.com/en/forums/norton-maintenance-mode-windows-x...

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

Re: Norton uninstall and reinstall

Hello

You still have some time yet until Maintenance Mode starts. Have you reinstalled Vista since you got the computer?

Have a Good Night and

Thanks.

Success always occurs in private and failure in full view. Windows 10 Pro 64 bit Norton Core Security Plus 22.18.0.213 Core Firmware 282 I E 11 Chrome latest version.
Kudos0

Re: Norton uninstall and reinstall

Haven't reinstalled. No disks. Or can I download the files?

Accepted Solution
Kudos0

Re: Norton uninstall and reinstall

Problem solved.I contacted Norton Support as Peterweb suggested and a very nice chap called Sambit reinstalled. Thanks to the forum members for their help.

Kudos0

Re: Norton uninstall and reinstall

Good news. Thanks for letting us know.

Were you able to see what the Norton Support rep did differently to what you already tried?

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

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