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Kudos0

Norton Bootable virus removal tool

I have Trojan.Zlob.Q on my laptop that is running Win10. When I attempt to run Norton Bootable virus removal tool on a reboot (due to Norton Eraser not able to remove it) it won't run it. I have moved both the CD & the USB to the top of the boot list moving the HDD to the bottom but with no success. I also ran NBVR tool on another laptop with Win7 & it ran fine. Any pointers on what's keeping it from running?

Thanks

Respostas

Kudos0

Re: Norton Bootable virus removal tool

Kudos0

Re: Norton Bootable virus removal tool

Yet Norton claims their program works with Win10? LOL figures!

Kudos0

Re: Norton Bootable virus removal tool

as I recall on W8.1 .....have to change secure boot to legacy boot and change boot order....
https://support.norton.com/sp/en/us/home/current/solutions/v15968775

Kudos0

Re: Norton Bootable virus removal tool

attempted but the drop down for it is grayed out?  It's a Toshiba Satellite L75

Kudos0

Re: Norton Bootable virus removal tool

FWIW ~ my HP .....F10 for Legacy Boot and F9 for Boot Manager....

Kudos0

Re: Norton Bootable virus removal tool

Toshiba have a very good support forum -- http://forums.toshiba.com/

I know some of the people who help on it -- that would a good place to go to get help on how to access that booting on their machine.

Give them full details of the model and the version of Windows etc ....

Hugh
Kudos0

Re: Norton Bootable virus removal tool

Kudos0

Re: Norton Bootable virus removal tool

Well I made the mistake of trying Toshiba's support via phone and let the guy take over my computer in which he confirmed I had a virus and wanted $99 to repair it. When I asked to talk to a supervisor he hung up on me. Now when I try to recover my system it won't let me! Also he said the reason the option to change over to legacy bios he stated that it was the virus that did that? Very frustrated at this point. The  computer is just over a month old. Ever heard of Trojan.Zlob.Q? That's what I've got and it's basically taken over my computer! I'm taking it back to Staples tomorrow to see if they can assist me. Appreciate your help.

Thanks

Frustrated Toshiba user

Kudos0

Re: Norton Bootable virus removal tool

Um, do you have Norton protection on W10...?
how do you know Trojan.Zlob.Q is on your W10 laptop
Does Norton report Unresolved Security Risks...?

Kudos0

Re: Norton Bootable virus removal tool

Yes I have the latest Norton through Comcast and even though Comcast says it's $160 value when I tried to get support through Norton they said that my email address wasn't of a paying customer so they could not support me. Also Norton pop up windows let me know that that virus was on my computer. It also said that it was not a threat yet I believe that it took over my computer so that I could not retrieve the Restore Disk. I was able to get a DVD bird but that was the only means it would allow. When I ran it the second time it took and reset my computer - 99% as of now it is still trying to complete after 2 hours. I feel my only option is the contact Toshiba and try to get a restore disc.
Kudos0

Re: Norton Bootable virus removal tool

boomboy

I suggested you contact the Toshiba Forum not use the phone:

Toshiba have a very good support forum -- http://forums.toshiba.com/

What number did you call for Toshiba support and how did you find the number -- there are a lot of scammers out there and what you report as happening is typical of one.

IF you have reason to think you have a Trojan then the safe, free way to deal with it is to contact one of the free removal forums on the list that from experience is recommended for this. Bleeping Computers is very highly thought of but can be busy so it can take a while before they can deal with you since they do it on a personal one to one basis.

Note that for all of them you must do exactly what they say when they say it and not deal with any other help source .... if you don't do as they require they will drop you like a hot brick.

And you did not say you had your Norton from COMCAST -- this is a special version for them and Norton does not offer free support for it so far as I know.

If you go to a store make sure you have backed up copies of all your personal documents since they often do the simplest thing for them which is to reformat your hard drive and reinstall Windows, which destroys everything you added.

Hugh
Kudos0

Re: Norton Bootable virus removal tool

Hi boomboy,

Norton does support users of Comcast's Norton Security Suite when it comes to the usual assistance - however, if you are referring specifically to the Virus Removal Promise, the following is a condition of he service:  "You must purchase, renew, or upgrade your Norton subscription directly from Norton.com, or subscribe to the Norton Automatic Renewal Service".

Now, I am not sure if that is what the Norton Customer Service rep was referring to when they said your email address was not listed as a paying customer.  Comcast controls your Norton license and there is no Norton Account involved with Comcast's Norton Product, thus your email would not be on their list.

Kudos0

Re: Norton Bootable virus removal tool

Edit: I C yank

Kudos0

Re: Norton Bootable virus removal tool

boomboy

Just like to add that I suggested you contact Toshiba to deal with what you were discussing with bjm -- how to achieve legacy boot if that is needed for the Norton tool.

See Yank's explanation on Norton Support for Comcast versions -- I was referring to what you reported about removing malware.

Note also that Windows 10 is the subject of MANY reports, here and elsewhere, of the latest updates (Second Tuesday of the month and with Windows 10 they are installed automatically in the background) making changes to settings of your system including the programs used to automatically open files.

So again it would be worth your while to consult the Toshiba On-Line Forums about possible adverse effects of recent Windows 10 updates in case they are relevant.

Hugh
Kudos0

Re: Norton Bootable virus removal tool

Thanks ya'll so much for your assistance! When my system was taking over the way it was I scramble to do anything I can to get it back. I did backup my files although there weren't many seeing as it's only been just over a month I've had it. When I woke this morning it had accepted the reset and is on his way to a new system. I will confirm the success later today. My major concern in all this is windows 10. You would think windows even with changing the BIOS would be able to have a machine that is not susceptible so easily to viruses. The system came with McAfee which when its one month period ran out I switched over to Comcast version of Norton which personally I like better. My biggest mistake was not making system disk as soon as I broke it out of the box. Obviously I will know better next time.
Kudos0

Re: Norton Bootable virus removal tool

bb

 The system came with McAfee which when its one month period ran out I switched over to Comcast version of Norton which personally I like better.

When you switched over did you use the special additional McAfee tool to clean up after using the normal uninstall? You can download it and run it now.

Most security programs, including Norton, have such tools since the normal uninstall leaves bits behind, sometimes for useful purposes like making reinstallation easier.

See if Yank suggests reinstalling your COMCAST version and whether they have a Remove and Reinstall tool like Norton does. Doing that can clear up problems that can arise from the bits left behind by another brand of security program causing an incomplete installation of the replacement program.

Hugh
Kudos0

Re: Norton Bootable virus removal tool

Hi boomboy51,

I have confirmed with Norton that the comment I made in bold in my last post is correct and the Virus Removal Promise does not apply to Norton products supplied by ISP's - ie Comcast.  That said it may have been what Norton support as referring to when they did not have your email address on their list.  Norton Support for Comcast does assist with other problems you may run in to.

If you have already uninstalled McAfee, you still need to run the McAfee Removal Tool - preferably prior to install Norton - however, if you run it now (even with Norton installed) and Norton appears to run fine, then you should be OK.

If you encounter any problems with Norton, please let us know and we'll continue to troubleshoot from that point.

@huwyngr  although the NRnRT is advertised to run on Comcast version, most users have a problem with the NRnRT responding that it "can not find a Norton product installed", so I usually recommend the use of the Norton Removal Tool with Comcast in lieu of NRnRT.

Kudos0

Re: Norton Bootable virus removal tool

Yank

Thanks for confirming that it may be best to avoid the NRnRT for COMAST versions of Norton.

Hugh
Kudos0

Re: Norton Bootable virus removal tool

Hi, 

i am also having a problem with thus Trojan.Zlob.Q on my laptop....I have run the norton bootable recovery tool and it did not detect it! 

I don't know where to go from here, any advice welcomed?

Prior to running this I also ran the Internet security scan and the Power eraser...literally nothing is detecting this blasted thing :-( 

Kudos0

Re: Norton Bootable virus removal tool

Hi,emma. It might be worth going to one of the free malware removal forums listed here.

https://community.norton.com/en/forums/malware-removal-forum-recommendat...

Do not try any self fixes, and stick with the one expert until your system is declared clean.

Windows 10 Home X 64

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