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Kudos0

System Errors

Hello, A while back I had tried to download the Norton Power Eraser, but I kept getting an error code, So I connected with the Chat line a few times and the last time I was connected, the rep took remote access of my computer and cleaned up a lot of things I didn't need. I should tell you that in no way am I computer literate and so all the things he did were basically all Greek to me. He had control of my computer for well over an hour and afterwards he told me that everything was running fine. Now every time I open my e-mail I get a pop up box that says "Btv Stack.exe System Error". Another box also appeared saying that "utils.dll is missing from your computer." A short while later I see a box that says "Dell System Detect has stopped working". I've tried numerous times to go back on the chat line and after explaining the problem I'm told that he needs to transfer me to the "Threat Removal team". Then the waiting begins, a message appears saying "System Estimated wait time is 0 seconds" then after a few times it tells me that my wait time has gone from 0 seconds to over 7 minutes? After waiting for nearly twenty minutes I hang up. This has happened every time I've called the chat line and ion the process of being transferred. My computer is a Dell Inspiron 3646, a small desktop, and Windows 8.1 is it's OS. If anyone can save me the ordeal I go through every time I call the chat line I'd greatly appreciate it. Thank you

Replies

Kudos1 Stats

Re: System Errors

If you would like to get your system bsck to factory settings Dell offers this. You first need to back up all your files. Then you can boot into your system recovery partition. This will put your PC back to factory settings. Like the first day you turned it on.
Kudos1 Stats

Re: System Errors

Kudos1 Stats

Re: System Errors

Hello Scorpio012

Are you sure that you contacted the official Norton Chat? How did you access them.? If you have contacted the Official Norton Chat, then I think I can help you.

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.
Kudos1 Stats

Re: System Errors

Norton chat can't remove system errors. Norton chat is getting to be a joke. They are just minimum wage people reading off a diagnostic chart. Like calling Microsoft support.

Accepted Solution
Kudos1 Stats

Re: System Errors

@Scorpio012:

1. Have you tried repairing/restoring your email software/app in your 8.1? If the above option does not help, you then export your personal conversations, settings and alike, thoroughly uninstall your email program and perform a clean install of that item or, give other alternatives a go, such as Outlook@ live.com, Mozilla's ThunderBird.

2. Dell System Detect

Try uninstalling current install of Dell System Detect (you need to look into the Apps list or, the programs list under Control Panel). And to reinstall Dell System Detect, plz follow this page. And, ensure that Microsoft .NET Framework 4 is installed on your computer. 

3. Seems that there was some error in your internet connection. Then, have you performed the basic troubleshooting steps? You may follow this page (recommended) and/or this one (advance PC skills will be required) to fix potential network connection issues in your computer.

More, you may consider using a VPN to unblock your connection, if you can't still contact official Norton Support here. Review this comment for more info.

BTW, how did you find the aforesaid "Norton chat"? Via Google? If so, that's not cool... Then, have you checked your system for potential threats? And, what Norton product are you using? If not, read on the below Step 5.

4. Norton Power Eraser (NPE)

You must use that app with caution. Please read official info here. And, could U plz share a screenshot of that error msg while downloading NPE? Thx.

5. System restore & (re-)backup

If you can run Dell Backup and Recovery now, plz head to this KB.

Before you take actions to make a new backup for your Inspiron, you need to minimize the amount of junk file (using CCleaner - beware of the optional Google Toolbar, Chrome and/other Mr.Unknown you do not need + Disk Cleanup - avoid using digital snake oil), PUPs (e.g., those pre-installed software) and, ensure your system is up-to-date and malware-free (Update your 8.1 via Windows Updates then, scan yr 8.1 in Windows Safe Mode using the most recent version of NSBU; meantime, disabling fast startup is kindly recommended.).

To get the above things (re virus check) done, you may give Norton Security Premium (aka, Norton Security with Backup, NSBU) a go, if you don't still have a Norton product installed. One more thing, I kindly recommend that you uninstall any other non-Norton security software in your 8.1. Then, plz head to this page if you need additional help.

And, if you prefer using some freebies re backup service, plz choose one from this post and/or this lengthy list that works for your 8.1 And, avoid using other riskware (e.g., MegaBackup, MyPC Backup, etc.).

Thanks and luck.

PS: feel free to keep us posted if you need further assistance.

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: System Errors

Hello, I'm thankful for your help, but I'm sorry I don't understand a thing you said. I thought I had said in my original post that I was computer illiterate and everything this rep from Norton did was all Greek to me. I have just ended a remote session with Norton after nearly an hour after he said it was a quick fix!  He had even gone to a Microsoft page to find out how to fix the Btv Stack. exe system error as well as the utils.dll error! So far(it's only been a few minutes though) everything seems to be fine. I think he got a little upset when he asked me to open my e-mail and he saw a number of answers from the Norton forum to the question I had.

Kudos0

Re: System Errors

I believe you when you said that Norton Chat has become a joke! I just ended a remote session with them that lasted for nearly an hour after he originally told me the messages I was getting was an easy fix! He had even gone to a Microsoft page to find out how to remove those messages. I really can't argue with them because as I said in my original post I'm not computer literate and I don't understand a lot of what he was telling me, he very well could have been giving me a line of b.s. when I asked questions.Thanks for your help!

Kudos0

Re: System Errors

Hi yes I'm fairly sure I contacted Norton Support because I had clicked on the Norton icon on my start page. As I just told two of the other people who offered me their help that I've just ended a remote session that lasted for nearly an hour after he originally told me that getting the messages I was getting removed, was an easy fix!  He had even gone to a Microsoft page for the instructions on how to remove the messages. Everything seems okay now but I'll let you know if I have a problem again. Thanks

Kudos0

Re: System Errors

Glad you were able to get your problems addressed. It would be a good idea to invest in an external hard drive so you can make a backup system image of your PC. Every PC owner should spend some time getting familiar with the ins and outs. It's amazing what you can learn by merely watching a YouTube video.
Kudos0

Re: System Errors

@Scorpio012:

Even if you're new to computer world, you can still stay protected online with an active subscription to an up-to-date Norton product (e.g., the said NSBU) + a VPN app that works for your devices. In short, always keep an eye on your LEFT mouse button when surfing the net, downloading/installing 3rd-party programs and alike.

As for "Norton Chat" (Norton-based remote session) & MS page, that's normal: sometimes, we just need the help of the troublemaker to fix itself, and/or additional resources to address a comprehensive issue we encounter.

Thx and luck! :)

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)

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