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拍手0

Full Scan Problem

Hello, I have Norton Security (22.5.2.15) installed on a Windows 10PC. When I run a full scan the computer restarts either at the end of the scan or somewhere along the way. I can't really tell when this happens. When I look in the history log there is no record of a full Scan having taken place. The drop down box on the scan tab is set to "keep on" Is this a bug or do I have something set up incorrectly?

ラベル: Norton Security

返信

拍手0

Re: Full Scan Problem

Hi, Mel. It's possible that in the upgrade to Windows 10, that your install may have become corrupted.

I'd suggest running the Norton Remove and Reinstall Tool which will give you a clean install. http://www.norton.com/nrnr

If used, please read the Before you begin note and after the reinstall run Live Update until no more are found, then reboot.

Please note that Windows 8 and 10 need to be completely shut down, for Norton to correctly operate.

http://windows.microsoft.com/en-AU/windows-8/how-shut-down-turn-off-pc

The following link may also be helpful.

https://community.norton.com/en/forums/hot-fixes-issues-norton-225215

Windows 10 Home X 64
拍手0

Re: Full Scan Problem

I will try your suggestions, starting at the top and I'll report back but please note the following.

Firstly, the Norton Installation was straight onto a PC that had already been upgraded to Windows 10 (from W7).

Secondly, I already read a thread about Fast Start Up and I have removed that facility already.

拍手0

Re: Full Scan Problem

Hello 

I used the Norton removal and reinstallation tool and carefully followed the instructions but afterwards the result was the same. I am still unable to record a full scan in the history log. I did notice though that the new installation had switched from "no scan history".  So somewhere the scan has been noticed by Norton Security. 

I'm no further on I'm afraid. Any more suggestions? 

拍手0

Re: Full Scan Problem

Hi, Mel. If you have the scan settings to *stay on* after the scan, you might want to try Settings/AntiVirus/Scans and Risks, and selecting Full System Scan/Configure.

Click on Edit Scan Pen icon and select Do not schedule this scan.

That will set the scan option to Manual.

Then from the main UI, select Security/Run Scans and manually run a full scan.

Let us know what happens when you do that.

Windows 10 Home X 64
拍手0

Re: Full Scan Problem

Thanks,

I've done what you asked and have set a full scan running. I'll report back this evening (it's 06:25 right now...

BTW *stay on* is the default option. I didn't set it. (You probably know that!)

拍手0

Re: Full Scan Problem

You'd be surprise how many people fiddle with the default options !

Have you actually done a full shut down of the computer rather than the sleep/hibernate option ?

Windows 10 Home X 64
拍手0

Re: Full Scan Problem

Hello once more,

Yes I did a complete shut down.

The outcome of this morning's scan was the same...a reboot and no record in the history log. We're not there yet...but there must be a way!

拍手0

Re: Full Scan Problem

Try changing the setting from Stay on  to Turn off. Close the Norton program and restart your computer. Then reset the setting to Stay on and test.

Sometimes settings just get muddled.

Things happen. Export/Backup your Norton Password Manager data.
拍手0

Re: Full Scan Problem

OK...here goes...

拍手0

Re: Full Scan Problem

The first thing to say is that after a reboot, the *stay on* option defaults back. Maybe it's supposed to do that?

拍手0

Re: Full Scan Problem

Hi, Mel. Yes as you say, that is the default option.

You could try just turning it off and on again without rebooting, to see if it does make any difference.

Have you done a full scan yet since, and have you actually viewed the drop down Scan tab in History, to see if the scan is listed there as having run ?

Windows 10 Home X 64
拍手0

Re: Full Scan Problem

Mel Davies:

The first thing to say is that after a reboot, the *stay on* option defaults back. Maybe it's supposed to do that?

 Did you click on Apply when you changed the setting?

Things happen. Export/Backup your Norton Password Manager data.
拍手0

Re: Full Scan Problem

Hello F4E, The whole point of this thread is that I can't record a full system scan. At some point along the way (probably at the end of the scan, the computer is forced to shut down. There is no record in the History. That's what I've been asking about.

PW, I did press APPLY when I changed the setting to Manual. There is no Apply button when you change the *Stay On* drop down.

拍手0

Re: Full Scan Problem

I spent about an hour and a half last night with online tech support. (Case No: xxxxxxxx if any Norton people are reading this)

After a lot of fiddling about, Scanning the Windows system, removing incompatible files and removing and reinstalling Norton Security, it still it refused to play ball. Still, every time I run a full scan, the computer re-boots and the scan fails to show in the history log.

I suppose that there must be an incompatibility between W10 and Norton Security that is not yet understood. It probably happens on some machines but not others.

I moved to Norton because Kaspersky wasn't functional on W10. Somehow security software vendors appear to have been wrong-footed by the new Windows.

I now have little hope that this problem will get solved.

[Edit: Masked the Case ID to conform with the Participation Guidelines and Terms of Service

拍手0

Re: Full Scan Problem

Hi, Mel. Antivirus providers had to fast track their new products because of the release date of Windows 10.

Symantec will fix these issues sooner or later.

Some users have been able to upgrade to W10 without issue, and some have had to do a clean install of W10.

We just have to be patient.

Does the computer reboot before you get a scan result ? Iow, do you get confirmation that the scan actually HAS run ?

Windows 10 Home X 64
拍手1 Stats

Re: Full Scan Problem

Hi Mel,

As per this Mohan_G ADMIN's post "...a FIX TOOL [KB article] to address one of the top cause for the 'Scan does not start' issue...."

Maybe you could try it and see if it fixes your issue?

Keep us posted.

Windows 7 HP SP1 32-bit | Chrome 65.0.3325.146 | NS 22.12.1.15
拍手0

Re: Full Scan Problem

If this is a hard-to-remove virus related issue, you should try to use Norton Power Eraser if the technician hasn't tried it already. This utility helps remove persistent threats that the traditional scan cannot handle. 

Another thing than comes to mind is overheating. When PCs shut down unexpectedly, often it is a matter of poor cooling and it usually occurs during CPU intensive tasks (such as a full scan or playing games). If your PC is a laptop or desktop check its air-vents for dust. You may need to open it to remove dust with a vacuum cleaner or a hair dryer from the heat pipes.

Finally, if you have upgraded to Windows 10 on a machine that was loaded with many programs and the original OS was installed a very long time ago, the number of leftovers from the upgrade is most likely causing problems. It is recommended at some point to use the "refresh" option for reinstalling Win 10. This is very time-consuming though, as it requires a full backup of your files and reinstalling all your programs and updates, but also necessary for your system to run smoothly. 

拍手0

Re: Full Scan Problem

You mention Kaspersky. Did you use the removal tool for that product before installing Norton? If not, there could be some leftovers that could be conflicting with Norton.

You can find the Kaspersky tool here. http://support.kaspersky.com/common/service.aspx?el=1464

Let us know if you have ever had any other securiy programs installed that were not removed with their utility and we can guide you to the needed tools.

Things happen. Export/Backup your Norton Password Manager data.
拍手0

Re: Full Scan Problem

Hello F4E.

My PC reboots before there is a confirmation. I've sat and watched most of it but inevitably it ends whilst by back is turned! When I get back to it, the PC has restarted and there is no record of a Full Scan in the history log. NS automatically runs Quick Scans now and then and these ARE logged.

Hello Rainbow_2 

I don't have a problem starting a Full Scan, which takes about three quarters of an hour to scan 1.3 million files.

----------------------------

Hello tzon89

I'm pretty sure I don't have a virus...wouldn't NS tell me?.

As far as overheating is concerned, I don't think that's the problem. I cleaned the grot out of the vents not long ago. I do other intensive tasks like periodic full backups for instance...no problem. This is not a laptop, it's a nice airy desktop PC. I've known laptops overheat terribly in the past...too much functionality in too small a package.Good point though.

There is always a problem of W7 shrapnel kicking around but the tech chap did a system scan last night. Everything was good. 

I had major issues with W8.1 a few months ago (major unrecoverable BSOD) so I went back to W7! That was a clean install.

------------------------------

Hello peterweb

Last night the tech chap did in fact find some Kaspersky rubbish and removed it. Thanks for the link. I'll look into it. There have been no other security applications on this PC.

------------------------------

Thanks for all your points, I will check them out and as always, report back.

拍手0

Re: Full Scan Problem

FWIW, here is some information in regards to scans being recorded in the Scan Result History:

"Whether you started a scan or whether Norton Job Manager started it, the scan results are logged only if the scan ran until completion or if you canceled it. If Norton Job Manager canceled a scan because of conditions such as Silent Mode, the scan results are not logged into the Security History."

Thus if you scan does not complete, because the System is shutting down prior to completion, it will not be included in History.

拍手0

Re: Full Scan Problem

That's exactly it! 

拍手0

Re: Full Scan Problem

Though NS is not in Silent Mode

拍手0

Re: Full Scan Problem

Well, I've had two online tech sessions and lots of chat here...and no sign of a resolution to my problem. Is there a way that I can bring this to the attention of the Symantec bug fixers, or have I reached the end of the road?

The ability to perform a full scan is at the core of security so I'm feeling a bit let down. I think I've chased this problem far enough.

拍手0

Re: Full Scan Problem

Hi, Mel. I'll try to get one of the Symantec people to reach out to you here.

They may ask you to supply logs. It's easy enough to do. Watch this space !

It may in the end come down to doing a clean install of Windows 10, and then installing Norton.

Windows 10 Home X 64
拍手0

Re: Full Scan Problem

See if this users experience helps you. https://community.norton.com/en/comment/6668211#comment-6668211

The solution turned out to be some file permissions within some compressed files that seemed to have been changed by a Windows update. Turning off the compressed file scan option solved that user's issue.

Things happen. Export/Backup your Norton Password Manager data.
拍手0

Re: Full Scan Problem

Thanks,

I'm very happy to provide logs. Would very much like to solve this problem.

拍手0

Re: Full Scan Problem

Hi @Mel Davies,

Thanks for reporting this issue.

I've sent you a Private Message requesting logs, Please check it when you get a chance.

Mohanakrishnan G | Norton Forums Administrator | Symantec Corporation

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