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Norton ruined my Laptop!


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5 replies to this topic

#1 patken

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Posted 25 November 2014 - 02:27 PM

About a week ago, I noticed that a Trojan Virus was being repeatedly blocked by Norton. I got worried that a virus might finally get thru- so I got on Norton Live Chat. He remotely rebooted - and I instantly lost my Internet, Windows, email, everything! I waited for him to call back- he never did. After about 1/2 dozen or more calls,  being disconnected several times, and many "reference" numbers, they finally told me that there was nothing they could do. Norton told me I would have to pay for a Comcast/Xfinity visit. The tech just left- he said everything is fine on their end- it's a Norton issue. I called Norton again- they said they still can't help. I have lost my loyal computer. My LIFE was on that thing! I can't afford a "Geek Squad" visit. Very Upsetting!


Edited by hamluis, 25 November 2014 - 02:37 PM.
Moved from Win 7 to AV/AM Software - Hamluis.


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#2 JohnC_21

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Posted 25 November 2014 - 02:46 PM

Hello, and Welcome

 

What is the make and model of the laptop? Can you boot into Safe Mode by tapping F8 at boot? If you can boot to Safe Mode do you see your data?

 

Do you use Webmail like Gmail and Yahoo or do you use an email client?



#3 noknojon

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Posted 25 November 2014 - 04:47 PM

Hello -

About a week ago, I noticed that a Trojan Virus was being repeatedly blocked by Norton.

Did you ever get, or do you still have, a name to put to this repeated trojan ??

Often they are Backdoor infections that need special removal -

 

Please try this ...........

First -

Please download Rkill (courtesy of BleepingComputer.com) to your desktop.
There are 2 different versions. If one of them won't run then download and try to run the other one.
You only need to get one of these to run, not all of them. You may get warnings from your antivirus about this tool, ignore them or shutdown your antivirus.
rKill.exe: http://www.bleepingcomputer.com/download/rkill/dl/10/
iExplore.exe (renamed rKill.exe): http://www.bleepingcomputer.com/download/rkill/dl/11/
*Double-click on the Rkill desktop icon to run the tool.
*If using Vista or Windows 7 right-click on it and choose Run As Administrator.
*A black DOS box will briefly flash and then disappear. This is normal and indicates the tool ran successfully.
*If not, delete the file, then download and use the one provided in Link 2.
* Do not reboot until instructed.
Note - If normal mode still doesn't work, run the tool from safe mode.
When the scan is done Notepad will open with RKill log.
Copy and Paste it in your next reply.

 

 

Please download AdwCleaner by Xplode and save to your Desktop.
NOTE - Close all other programs, as your computer will be rebooted at the end of Cleaning.

  • Double-click on AdwCleaner.exe to run the tool
  • Vista/Windows 7/8 users right-click and select Run As Administrator.
  • Click on the Scan button only once to ensure a correct reading
  • AdwCleaner will begin...be patient as the scan may take some time to complete.(watch the bar go across the top)
  • After the scan has finished, click on the Report button...
  • Check the removals and see if you are OK with the list, or ask if you are not sure.
  • Now
  • Click on the Clean button only once to ensure a correct reading
  • Press OK /OK /OK when asked to close all programs.
  • Follow the onscreen prompts and your computer wll be rebooted to clean the items listed.
  • After rebooting, a logfile report (AdwCleaner[S0].txt) will open automatically.
  • Copy and Paste the contents of that logfile in your next reply.

A copy of all logfiles are also saved in the C:\AdwCleaner folder which was created when running the tool.

 

 

 

Next -

You may be asked to Temporarily Disable your Antivirus

Run ESET Online Scanner.

  • For Internet Explorer users only, hold down Control  (Ctrl) and click on This Link to open ESET OnlineScan in a new window.
  • Click the ESET Online button.
  • For alternate browsers only: (Microsoft Internet Explorer users can skip these steps)
  • Click on esetsmartinstaller_enu. to download the ESET Smart Installer. Save it to your desktop.
  • Double click on the esetsmartinstaller_enu icon on your desktop.
  • Check "YES, I accept the Terms of Use."
  • Click the Start button.
  • Accept any security warnings from your browser.
  • Under scan settings, check "Scan Archives and Remove Threats"
  • Click Advanced settings and select the following:
    Scan potentially unwanted applications
     Scan for potentially unsafe applications
     Enable Anti-Stealth technology
  • ESET will then download updates for itself, install itself, and begin scanning your computer.
  • Please be patient as this will take some time (2 hours is not unusual for a first scan).
  • When the scan completes, click List Threats
  • Click Export, and save the file to your desktop using a unique name, such as ESETScan. Include the contents of this report in your next reply.
  • Click the Back button.
  • Click the Finish button.

NOTE:Sometimes if ESET finds no infections it will not create a log.

Also if an infection is found that matches your problem, please tell us -

 

Thank You -



#4 Havachat

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Posted 26 November 2014 - 01:34 AM

About a week ago, I noticed that a Trojan Virus was being repeatedly blocked by Norton. I got worried that a virus might finally get thru- so I got on Norton Live Chat. He remotely rebooted - and I instantly lost my Internet, Windows, email, everything! I waited for him to call back- he never did. After about 1/2 dozen or more calls,  being disconnected several times, and many "reference" numbers, they finally told me that there was nothing they could do. Norton told me I would have to pay for a Comcast/Xfinity visit. The tech just left- he said everything is fine on their end- it's a Norton issue. I called Norton again- they said they still can't help. I have lost my loyal computer. My LIFE was on that thing! I can't afford a "Geek Squad" visit. Very Upsetting!

Obviously not Tec Savvy ?, i would save everything you have to an external drive , Restore Laptop to Factory Install , then uninstall Norton and load a free antivirus eg: Avast.



#5 noknojon

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Posted 26 November 2014 - 02:11 AM

A better idea ?

I have asked for someone that deals with Unbootable computers to look at this.



#6 hamluis

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Posted 26 November 2014 - 10:06 AM

Can we await some response from the OP...before positing any further comments, please?  I believe in acquiring information...before suggesting action.  Thanks :).

 

Louis






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