 Unable to Activate Auto-Protect in Norton, After a run-in with Malware |
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 Jan 7 2009, 11:59 AM
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#1
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New Member  Group: Members Posts: 6 Joined: 7-January 09 Member No.: 279,512  |
My computer has recently become infected with ntdll64.exe malware, probably among other bugs. It seems that I have eradicated the bug by running Malwarebytes' and ComboFix, but something is still preventing me from activating auto-protect in my Norton antivirus software. What steps should I take to resolve this? Thank you. Edit: Moved topic from XP to the more appropriate forum. ~ Animal |
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Jan 7 2009, 12:15 PM
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#2
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New Member Group: Members Posts: 6 Joined: 7-January 09 Member No.: 279,514 |
have you tried going in to services.msc and see if the norton or symantec serivce has been disabled or not started?
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Jan 7 2009, 12:20 PM
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#3
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New Member Group: Members Posts: 6 Joined: 7-January 09 Member No.: 279,512 |
All functions of Norton are activated except Auto-protect, and when I try to activate it, nothing happens.
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Jan 7 2009, 01:02 PM
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#4
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 Still visually handicapped, new avatar (a camel) :0) Group: BC Advisor Posts: 16,689 Joined: 2-October 05 From: Southeastern CT, USA Member No.: 35,824 |
Do you get any errors in Event Viewer when trying to activate it? To check, go to Start...Run...and type in "eventvwr.msc" (without the quotes) and press Enter.
Check both the System log and the Application log for errors around the time that you try to activate it. Let us know what you find. You may also want to check the Security log for anything out of the ordinary. -------------------- - John
**If you need a more detailed explanation, please ask for it. I have the Knack. ** |
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Jan 7 2009, 01:21 PM
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#5
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Forum Addict Group: BC Advisor Posts: 17,477 Joined: 3-September 05 From: Killeen, TX Member No.: 33,068 |
If the Symantec program is damaged...the correct thing to do may be the uninstall/reinstall/update routine.
I used Symantec products for about 6 years at the turn of the century...and that was my typical way of overcoming hiccups in the programs. Louis -------------------- Please do not send PMs to me re forum business. Many heads are better than one and I intend to give you the maximum opportunity for a resolution to your situation...by posting in the forum. Thanks :).
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Jan 7 2009, 01:23 PM
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#6
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New Member Group: Members Posts: 6 Joined: 7-January 09 Member No.: 279,512 |
No errors come up in the system log and the application log when I try to activate Auto-protect. Nothing out of the ordinary in security log.
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Jan 7 2009, 02:10 PM
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#7
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Still visually handicapped, new avatar (a camel) :0) Group: BC Advisor Posts: 16,689 Joined: 2-October 05 From: Southeastern CT, USA Member No.: 35,824 |
I'd suggest following hamluis' advice.
You can also use the Norton Removal Tool to ensure all the stuff is gone: http://service1.symantec.com/Support/tsgen...005033108162039 -------------------- - John
**If you need a more detailed explanation, please ask for it. I have the Knack. ** |
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Jan 7 2009, 02:38 PM
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#8
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 Authorized Symantec Representative Group: Members Posts: 108 Joined: 6-November 07 From: San Francisco, California Member No.: 168,024 |
QUOTE(guitarhero310 @ Jan 7 2009, 08:59 AM)  Hello, My computer has recently become infected with ntdll64.exe malware, probably among other bugs. It seems that I have eradicated the bug by running Malwarebytes' and ComboFix, but something is still preventing me from activating auto-protect in my Norton antivirus software. What steps should I take to resolve this? Thank you. Hi guitarhero310, This is Mike from the Norton Authorized Support Team. Can you please tell me what version of Norton AntiVirus you have installed? Also try to manually run LiveUpdate to ensure you have the latest patches and definition files applied. When LiveUpdate is complete, perform a "Full System Scan" to check for and remove infections that may have disabled Auto-Protect. After you run all of the updates and the "Full System Scan" try turning Auto-Protect back on. Let me know the status after completing these steps. Thank you, Mike -------------------- |
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Jan 7 2009, 04:10 PM
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#9
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 Forum Regular Group: Members Posts: 280 Joined: 4-January 08 Member No.: 180,998 |
Posted above me are all great suggestions, so do not look past them.
Be sure all norton services are running by typing services.msc into a run command and check Symantec services are set to automatic. |
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Jan 7 2009, 04:42 PM
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#10
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New Member Group: Members Posts: 6 Joined: 7-January 09 Member No.: 279,512 |
Michael York,
I've done all you suggested and am still not able to turn on Auto-protect. The full system scan detected and deleted 4 infected files. Everything under services.msc seems in order. |
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Jan 7 2009, 05:04 PM
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#11
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Still visually handicapped, new avatar (a camel) :0) Group: BC Advisor Posts: 16,689 Joined: 2-October 05 From: Southeastern CT, USA Member No.: 35,824 |
Michael York has been here before. Hopefully he subscribed to this topic and will return shortly.
If you can't wait, post back and we'll do what we can. -------------------- - John
**If you need a more detailed explanation, please ask for it. I have the Knack. ** |
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Jan 7 2009, 05:11 PM
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#12
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New Member Group: Members Posts: 6 Joined: 7-January 09 Member No.: 279,512 |
I'm going to try the uninstall/reinstall/update routine that was suggested by hamluis and usasma and then go from there. i'll be back in a little bit...
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Jan 7 2009, 05:32 PM
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#13
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Authorized Symantec Representative Group: Members Posts: 108 Joined: 6-November 07 From: San Francisco, California Member No.: 168,024 |
QUOTE(guitarhero310 @ Jan 7 2009, 02:11 PM) I'm going to try the uninstall/reinstall/update routine that was suggested by hamluis and usasma and then go from there. i'll be back in a little bit... Hi guitarhero310, Please follow these steps to properly remove and reinstall Norton. By the way what version are you using? 1. Click on the following link to download the Norton Removal Tool: Norton Removal Tool and Instructions 2. After you run the tool, please restart your computer. Then log in to Windows again and run the removal tool again. Restart your computer after it is finished running the second time as well. 3. Make sure that your internet connection is working properly, and then reinstall Norton AntiVirus. 4. When the installation is complete, launch Norton AntiVirus and manually run LiveUpdate, possibly multiple times, until it informs you that no more updates are available. 5. Perform a "Full System Scan" with Norton again to check for any more infections. Thanks, Mike -------------------- |
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