[lordharumph]

I have a laptop at home with Win XP, MS SP 2, Norton 2007 AV, Spybot S&D. I got an error on boot up wanting to send an email to MS. After a little troubleshooting I figured out it was my Norton AV. I tried downloading the latest updates, opening the Norton console to check the options and configuration. After that didn't work, I found my CD with Norton on it and tried to unistall and reinstall. I took the remove all option. It asked me whether to delete the quarantined files and I said yes. Then it just quit. I tried this several times via Windows Add/Remove programs, the Norton CD, and I even downloaded the Norton Removal Tool. The removal tool did remove some of the program, but not all of it. Now it's just stuck and won't remove or let me reinstall. I tried running Spybot S&D, Windows Defender, and I downloaded a MS Malicious Software Tool. They never found anything. Any suggestions would be appreciated.

Thanks in advance
Jeff

[Michael York]

Originally Posted by lordharumph

I have a laptop at home with Win XP, MS SP 2, Norton 2007 AV, Spybot S&D. I got an error on boot up wanting to send an email to MS. After a little troubleshooting I figured out it was my Norton AV. I tried downloading the latest updates, opening the Norton console to check the options and configuration. After that didn't work, I found my CD with Norton on it and tried to unistall and reinstall. I took the remove all option. It asked me whether to delete the quarantined files and I said yes. Then it just quit. I tried this several times via Windows Add/Remove programs, the Norton CD, and I even downloaded the Norton Removal Tool. The removal tool did remove some of the program, but not all of it. Now it's just stuck and won't remove or let me reinstall. I tried running Spybot S&D, Windows Defender, and I downloaded a MS Malicious Software Tool. They never found anything. Any suggestions would be appreciated.

Thanks in advance
Jeff

Hi Jeff,

Mike from the Norton Authorized Support Team responding to your post. To properly remove and reinstall Norton AntiVirus 2007, you may need to use the Norton Removal Tool. Please follow the instructions below to uninstall and reinstall Norton antivirus 2007.

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 2007. Towards the end of the installation process, the LiveUpdate feature will automatically run and download and install updates to both the program files and definition files.

You may also want to remove any other 3rd party antivirus applications, as they can cause conflicts with Norton AntiVirus and you should never have more than one AntiVirus application running.

Please let me know if you are successful at uninstalling and reinstalling Norton AntiVirus.

Thank you,
Mike

[lordharumph]

Thanks for the reply Mike.
I've downloaded the Removal Tool, rebooting and running the Removal Tool again. It wouldn't fully remove Norton.

I followed instructions to manually uninstall it I found via Google. Removing the files, deleting the registry fields, then running CCleaner. Everything is gone, but a few files under Documents and Settings/All Users and Live Update won't uninstall. One of the directories is the quarantine directory.

I was able to install Kaspersky so I do have an A/V program running now. I'd still like to get rid of the last of Norton.

V/r
Jeff

[Michael York]

Originally Posted by lordharumph

Thanks for the reply Mike.
I've downloaded the Removal Tool, rebooting and running the Removal Tool again. It wouldn't fully remove Norton.

I followed instructions to manually uninstall it I found via Google. Removing the files, deleting the registry fields, then running CCleaner. Everything is gone, but a few files under Documents and Settings/All Users and Live Update won't uninstall. One of the directories is the quarantine directory.

I was able to install Kaspersky so I do have an A/V program running now. I'd still like to get rid of the last of Norton.

V/r
Jeff

Hi Jeff,

Have you tried running the Norton Removal Tool while in Safe Mode? In terms of the LiveUpdate files that still exist, check the Add/Remove Programs Control Panel for an entry for LiveUpdate and try to remove it from there. You may need to do this in Safe mode as well.


Also, if you have a newer version of SpyBot installed and the "tetimer" option is turned on, you will want to disable that feature.

Thanks,
Mike

[crystalwing]

Hello Mike York,
We are having serious problems trying to remove NAV from one of our computers. First 2008 would not install on a laptop with 2007 already installed, a month ago. We have updated our subscriptions. Then the computer got a serious "Antivirus 2008" virus attack. We paid Norton tech support $99 to remove it. They could not solve our NAV removal problem with the removal tool. They tried several times. A supervisor could not offer any help, and just disconnected from us without helping.

The Norton ID for this incident is 488954484
Tech support incident is 080503 - 005182

Running the removal tool is not removing all the files, and the virus appears to possibly be hiding in one of the Norton files still left after the tool is run, after several times restarting and running the tool.
Can you help?

Thanks,
chris and rick

[Michael York]

Originally Posted by crystalwing

Hello Mike York,
We are having serious problems trying to remove NAV from one of our computers. First 2008 would not install on a laptop with 2007 already installed, a month ago. We have updated our subscriptions. Then the computer got a serious "Antivirus 2008" virus attack. We paid Norton tech support $99 to remove it. They could not solve our NAV removal problem with the removal tool. They tried several times. A supervisor could not offer any help, and just disconnected from us without helping.

The Norton ID for this incident is 488954484
Tech support incident is 080503 - 005182

Running the removal tool is not removing all the files, and the virus appears to possibly be hiding in one of the Norton files still left after the tool is run, after several times restarting and running the tool.
Can you help?

Thanks,
chris and rick

Hi Chris,

This is Mike from the Norton Authorized Support Team responding to your posting.

I do not currently have access to your case notes, but I would like to try to help you get Norton AntiVirus installed correctly. Do you recall what infections were found on your computer?

Since your computer was infected, I would like you to please try running the Norton Security scanner to make sure that your computer is no longer infected. Please follow the steps below to download and run the Norton Security scanner first.

1. Click on the link below, and choose "Save File" to download the Norton Security Scanner to your desktop.
Norton Security Scanner download
2. Once the file is downloaded, double-click on it to launch the installer.

3. Accept the license agreement, select "Full System Scan" and click on "Start Scan."


Please try this process first and let me know if it found any more infections.

Thank you,
Mike

[crystalwing]

Hello Mike,
I downloaded the Security Scanner file and ran it on the problem computer. It found only a cookie that was adware, not a threat.

The virus causing the problem was called AntivirusXP 2008. It seemed to create files with changing numbers, when compared to versions of the same virus that others reported about ( virus files that previous victims found were slightly different in name ) Norton Tech Support was able to remove all of the virus files, but then could not remove the Norton files with your tool. Rick thinks the virus is no longer on his machine, but now has no anti-virus software. New AV software will not install.

As far as the Removal Tool, Norton Tech Support kept working on this for about 6 hours, and reran the Removal tool in safe mode many, many times. When they ran it, it kept hanging up on trying to delete Symantec Event Manager. Many times.

Rick's computer previously had Norton 2006 installed, and not a 2007 version. He would like to replace it with the 2006 or 2007 version, but not the 2008. Any more help you can offer? Can you access the logs of the tech support incident?

Thanks much,
Chris and Rick

[Michael York]

Originally Posted by crystalwing

Hello Mike,
I downloaded the Security Scanner file and ran it on the problem computer. It found only a cookie that was adware, not a threat.

The virus causing the problem was called AntivirusXP 2008. It seemed to create files with changing numbers, when compared to versions of the same virus that others reported about ( virus files that previous victims found were slightly different in name ) Norton Tech Support was able to remove all of the virus files, but then could not remove the Norton files with your tool. Rick thinks the virus is no longer on his machine, but now has no anti-virus software. New AV software will not install.

As far as the Removal Tool, Norton Tech Support kept working on this for about 6 hours, and reran the Removal tool in safe mode many, many times. When they ran it, it kept hanging up on trying to delete Symantec Event Manager. Many times.

Rick's computer previously had Norton 2006 installed, and not a 2007 version. He would like to replace it with the 2006 or 2007 version, but not the 2008. Any more help you can offer? Can you access the logs of the tech support incident?

Thanks much,
Chris and Rick

Hi Chris & Rick,

As far as upgrading from the 2006 version of Norton, your only option is to upgrade to the 2008 version which is advised, as it contains newer technologies and features to keep your computer protected from the ever increasing number and complexities of threats.

Although you say that the "Anti virus 2008" infection was removed by a Norton technician, the fact that you are still having problems fully removing or installing the new version of Norton AntiVirus, leads me to believe that your computer is possibly still infected. Since malware, Trojans and other infections compromise the security of files on your computer, the recommended course of action would be to backup all of your important data, reformat your hard drive and to then reinstall Windows. After doing so, you should have no problem installing a fresh copy of Norton AntiVirus 2008 to ensure that you are protected..

Thank you,
Mike