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Norton Antivirus won't install properly


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#1 MercilessMike

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Posted 01 March 2011 - 11:27 PM

Hello:

Forgive me, this is my first post. I purchased Norton Antivirus 2011, and upon installation, it did not work. After trying activation, registering, and updating via links, I still ran into the issue that Norton would install but not work (not even open up.) I called Norton's Tech support and spent almost 2 hours with a tech on the phone, letting him have remote access only to have him tell me after running Norton's scan (finding 6 threats) that my computer files were currupted and that I would need to do a complete wipe, and reformat my HD. By remote connection, Norton detected/removed the threats but upon the reboot, my system froze when trying to reboot. I ended up having to do the restore option to get my PC to boot up. All my programs are running as they should, but I am unable to remove/reinstall Norton's even with their removal tool unless I am in Safe Mode. Appears these virus/files are preventing me from installing a security system. I am currently running without an Antivirus/Security system outside of what Windows 7's Firewall offers. Any suggestions on how to proceed in cleaning/removing these threats would be greatly appriciated.

Edited by hamluis, 02 March 2011 - 08:07 AM.
Merged topics posted.


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#2 MercilessMike

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Posted 02 March 2011 - 01:48 AM

Hello:
I reciently purchased Norton, and am having issues with installing it on my Windows 7. Tried all the stops (updating, re-install,
even tech support) and have been told by Norton's Tech support team that I need to reformat and do a clean install.

Here is a list of all I have tried to date:

1) Uninstalled all security programs outside Windows 7 firewall.
2) Updated the Norton Antivirus via online.
3) Spent 2 hours with Norton's Tech unistalling (only able to unistalled via Safe Mode) Norton Antivirus 2011, then re-installing.
4) Had Norton do a virus scan (via their program) and found 6 risks/virus's.
5) Upon trying to remove said files/virus's via their program, my system froze up trying to restart after removing the said files.
6) I was able to undue/restore in Safe Mode to get my Laptop to work again, but am still unable to load Nortons.

My system is currently working, but all the same, I am unable to get any security system to load. Thus, I am running without any protection. It would appear (via Norton Tech that I have a corrupted PC/Files) that I need a clean install. If anyone can help me with an alternative solution, it would be greatly appreciated.

Mike

#3 Zuhl3156

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Posted 02 March 2011 - 06:07 AM

If you have your Windows 7 installation disk, you could perform a 'Repair Install'. http://www.sevenforums.com/tutorials/3413-repair-install.html

#4 MercilessMike

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Posted 02 March 2011 - 04:47 PM

The Windows 7 disc is only an upgrade disc. I am concerned if I do a repair/wipe install, it wont boot up with this disc.

#5 boopme

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Posted 02 March 2011 - 05:10 PM

Hi Mike ,let's give this a go,

u]Reboot into Safe Mode with Networking[/u]
How to start Windows 7 in Safe Mode

>>>> Download this file and doubleclick on it to run it. Allow the information to be merged with the registry.

RKill....

Download and Run RKill
  • Please download RKill by Grinler from one of the 4 links below and save it to your desktop.

    Link 1
    Link 2
    Link 3
    Link 4

  • Before we begin, you should disable your anti-malware softwares you have installed so they do not interfere RKill running as some anti-malware softwares detect RKill as malicious. Please refer to this page if you are not sure how.
  • Double-click on Rkill on your desktop to run it. (If you are using Windows Vista, please right-click on it and select Run As Administrator)
  • A black screen will appear and then disappear. Please do not worry, that is normal. This means that the tool has been successfully executed.
  • If nothing happens or if the tool does not run, please let me know in your next reply

Do not reboot your computer after running rkill as the malware programs will start again. Or if rebooting is required run it again.


If you continue having problems running rkill.com, you can download iExplore.exe or eXplorer.exe, which are renamed copies of rkill.com, and try them instead.



Next run Superantisypware (SAS):

Download and scan with SUPERAntiSpyware Free for Home Users
  • Double-click SUPERAntiSpyware.exe and use the default settings for installation.
  • An icon will be created on your desktop. Double-click that icon to launch the program.
  • If asked to update the program definitions, click "Yes". If not, update the definitions before scanning by selecting "Check for Updates". (If you encounter any problems while downloading the updates, manually download them from here. Double-click on the hyperlink for Download Installer and save SASDEFINITIONS.EXE to your desktop. Then double-click on SASDEFINITIONS.EXE to install the definitions.)
  • In the Main Menu, click the Preferences... button.
  • Click the Scanning Control tab.
  • Under Scanner Options make sure the following are checked (leave all others unchecked):
    • Close browsers before scanning.
    • Scan for tracking cookies.
    • Terminate memory threats before quarantining.
  • Click the "Close" button to leave the control center screen.
  • Back on the main screen, under "Scan for Harmful Software" click Scan your computer.
  • On the left, make sure you check C:\Fixed Drive.
  • On the right, under "Complete Scan", choose Perform Complete Scan.
  • Click "Next" to start the scan. Please be patient while it scans your computer.
  • After the scan is complete, a Scan Summary box will appear with potentially harmful items that were detected. Click "OK".
  • Make sure everything has a checkmark next to it and click "Next".
  • A notification will appear that "Quarantine and Removal is Complete". Click "OK" and then click the "Finish" button to return to the main menu.
  • If asked if you want to reboot, click "Yes".
  • To retrieve the removal information after reboot, launch SUPERAntispyware again.
    • Click Preferences, then click the Statistics/Logs tab.
    • Under Scanner Logs, double-click SUPERAntiSpyware Scan Log.
    • If there are several logs, click the current dated log and press View log. A text file will open in your default text editor.
    • Please copy and paste the Scan Log results in your next reply.
  • Click Close to exit the program.
If you have a problem downloading, installing or getting SAS to run, try downloading and using the SUPERAntiSpyware Portable Scanner instead. Save the randomly named file (i.e. SAS_1710895.COM) to a usb drive or CD and transfer to the infected computer. Then double-click on it to launch and scan. The file is randomly named to help keep malware from blocking the scanner.


Now reboot to Normal and run MBAM (MalwareBytes):

Please download Malwarebytes Anti-Malware and save it to your desktop.
Download Link 1
Download Link 2MBAM may "make changes to your registry" as part of its disinfection routine. If using other security programs that detect registry changes (ie Spybot's Teatimer), they may interfere or alert you. Temporarily disable such programs or permit them to allow the changes.
  • Make sure you are connected to the Internet.
  • Double-click on mbam-setup.exe to install the application.
    For instructions with screenshots, please refer to the How to use Malwarebytes' Anti-Malware Guide.
  • When the installation begins, follow the prompts and do not make any changes to default settings.
  • When installation has finished, make sure you leave both of these checked:
    • Update Malwarebytes' Anti-Malware
    • Launch Malwarebytes' Anti-Malware
  • Then click Finish.
MBAM will automatically start and you will be asked to update the program before performing a scan.
  • If an update is found, the program will automatically update itself. Press the OK button to close that box and continue.
  • If you encounter any problems while downloading the definition updates, manually download them from here and just double-click on mbam-rules.exe to install.
On the Scanner tab:
  • Make sure the "Perform Quick Scan" option is selected.
  • Then click on the Scan button.
  • If asked to select the drives to scan, leave all the drives selected and click on the Start Scan button.
  • The scan will begin and "Scan in progress" will show at the top. It may take some time to complete so please be patient.
  • When the scan is finished, a message box will say "The scan completed successfully. Click 'Show Results' to display all objects found".
  • Click OK to close the message box and continue with the removal process.
Back at the main Scanner screen:
  • Click on the Show Results button to see a list of any malware that was found.
  • Make sure that everything is checked, and click Remove Selected.
  • When removal is completed, a log report will open in Notepad.
  • The log is automatically saved and can be viewed by clicking the Logs tab in MBAM.
  • Copy and paste the contents of that report in your next reply. Be sure to post the complete log to include the top portion which shows MBAM's database version and your operating system.
  • Exit MBAM when done.
Note: If MBAM encounters a file that is difficult to remove, you will be asked to reboot your computer so MBAM can proceed with the disinfection process. If asked to restart the computer, please do so immediately. Failure to reboot normally (not into safe mode) will prevent MBAM from removing all the malware.

Troubleshoot Malwarebytes' Anti-Malware



Please download the TDSS Rootkit Removing Tool (TDSSKiller.exe) and save it to your Desktop. <-Important!!!
Be sure to download TDSSKiller.exe (v2.4.0.0) from Kaspersky's website and not TDSSKiller.zip which appears to be an older version 2.3.2.2 of the tool.
  • Double-click on TDSSKiller.exe to run the tool for known TDSS variants.
    Vista/Windows 7 users right-click and select Run As Administrator.
  • If TDSSKiller does not run, try renaming it.
  • To do this, right-click on TDSSKiller.exe, select Rename and give it a random name with the .com file extension (i.e. 123abc.com). If you do not see the file extension, please refer to How to change the file extension.
  • Click the Start Scan button.
  • Do not use the computer during the scan
  • If the scan completes with nothing found, click Close to exit.
  • If malicious objects are found, they will show in the Scan results - Select action for found objects and offer three options.
  • Ensure Cure (default) is selected, then click Continue > Reboot now to finish the cleaning process.
  • A log file named TDSSKiller_version_date_time_log.txt (i.e. TDSSKiller.2.4.0.0_27.07.2010_09.o7.26_log.txt) will be created and saved to the root directory (usually Local Disk C:).
  • Copy and paste the contents of that file in your next reply.

Please ask any needed questions,post 3 logs and Let us know how the PC is running now.
How do I get help? Who is helping me?For the time will come when men will not put up with sound doctrine. Instead, to suit their own desires, they will gather around them a great number of teachers to say what their itching ears want to hear....Become a BleepingComputer fan: Facebook

#6 MercilessMike

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Posted 02 March 2011 - 06:07 PM

I appreciate the information boopme, but my modem (cricket dial-up modem) does not work in safe mode. It is looking like I need to do a clean install. I do have the said Windows 7 upgrade disc, and a bootable XP Pro Trial period disc that I have used in the past to reboot wiped drives. Only issue is I am afraid it won't work now. It has been over 3 years since I used it (the xp pro trial disc). I would use it to boot with, than upgrade from that platform. It does not have a key code, but that should not matter due to having a code for the Win 7. Any advise is greatly appreciated. Also, I have a new program (Antimalware Doctor) trying to install now. I think it is a McAfee program, but not sure.

#7 boopme

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Posted 02 March 2011 - 06:44 PM

We can try a rescue CD
Please download the Avira AntiVir Rescue System.
alternate download link
Place a blank CD in your burner and double-click on the rescue system package (rescuecd.exe) to burn it to a CD/DVD which you can then use to boot your computer and run a scan. For detailed instructions, refer to the Tutorial for Avira Rescue CD. If you encounter problems running Avira AntiVir Rescue System, you can get further assistance at the Avira Tools Support Forum.
How do I get help? Who is helping me?For the time will come when men will not put up with sound doctrine. Instead, to suit their own desires, they will gather around them a great number of teachers to say what their itching ears want to hear....Become a BleepingComputer fan: Facebook

#8 MercilessMike

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Posted 03 March 2011 - 01:43 AM

I fixed the issue. I ended up doing a clean install of Windows 7, and allowed me to load Nortons. I really appreciate all your suggestions, both Zuhl3156 and boopme. Your suggestions (tried repair) prompted me to pull the trigger on doing the clean install. As it turned out, it was quick and almost effortless. Thank you again.

Edited by MercilessMike, 03 March 2011 - 01:43 AM.


#9 boopme

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Posted 03 March 2011 - 10:18 AM

That always works :clapping:
Thanks for letting us know!
How do I get help? Who is helping me?For the time will come when men will not put up with sound doctrine. Instead, to suit their own desires, they will gather around them a great number of teachers to say what their itching ears want to hear....Become a BleepingComputer fan: Facebook

#10 Vaidya108

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Posted 13 March 2017 - 07:42 PM

Hello Everybody ..

I Do Not Mean To Interrupt But Here Everybody Is Talking About Everything But Norton . 

I Think You May Have To Checkout This Guide To Fix Your Norton Related Problems . https://fixingblog.com/troubleshooting-norton-antivirus-problems/ See If This Helps To Fix Your Problem.

:bananas:  :bananas:  :bananas:  :bananas:



#11 Sniffy

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Posted 30 May 2017 - 03:49 AM

 Are You Trying to activate Norton Antivirus With Retail Card ?

Do You Want to download And setup norton antivirus ?
follow these steps
1.Open Your Browser And Type www.norton.com/setup Or Visit norton.com/setup
2.Now Login to your Norton account With As You May   Have Just Created . if you Already have norton Please Use You

User name and password to login with Norton account .
3.After login to your Norton account Just Redeem your 25 digit activation code .
for more visit
https://techvaidya.com/www-norton-comsetup-nortonsetup-norton-comsetup/

good luck






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