Please help! Think download has stopped Norton detecting . . .

[Andrea31]

I have Windows XP and Norton Internet Security 2007 package. Whenever I go online, I always do a Quick Scan on Norton (Full Scan once or twice a week) and it has ALWAYS detected Tracking Cookies which do not worry me and I just click Fix to get rid.

 

The problem is, early August, I downloaded something for my desktop, but when I went further down the list on Google, there was a piece saying that most of these particular downloads for desktops contain Spyware?! The person who wrote this even included an example and it was exactly the same as what I had just downloaded and walking around on MY desktop! Since then, Norton has NEVER detected another Tracking Cookie - I visit the same sites and use the net the same way I did before so why is Norton no longer detecting anything since that very day? This happens when I do both Quick Scans and Full Scans. I have also done regular LiveUpdates and scanned again but nothing.

 

The day I downloaded, I straightaway went into Add/Remove items but it was nowhere to be seen and I couldn't even right click on the stupid thing on my desktop to exit or delete or whatever. I don't know exactly how, but it DID disappear that day.

 

It has now been over 1 month and Norton repeatedly tells me "No viruses, spyware or other risks were found" and I can only think I have something nasty on my pc.

 

Sorry but I am not very technical, so please bear this in mind if you reply to me!

[danzil]

try a system restore to before this happened, you will NOT lse your latest documents.

start>all programs>accessiories>system tools>system restore

chose an earlier date then click ok.

then do an update of your anti virus then scan once more.

try that

regards

danzil

[Andrea31]

Hi, thanks for your time - i really appreciate it -

 

I tried what you said - the date I downloaded that stupid thing was 3rd Aug 07 so I chose 17th July 07 - when pc was shutting down, I got a message with ccSvcHst.exe and something about not allowed but I barely had time to scribble this error code down then it disappeared and pc shut down and re-started. It said it was in middle of restoring, but then came up saying "Restoration Incomplete" and "Your computer cannot be restored" and "No changes have been made". It suggested I try another date.

 

I tried again with 24th July 07 - this time when it shut down it did NOT come up with that .exe message so I thought it would work. It re-started and said it was restoring and took bit longer so I really thought it would work, but again it said the same message: Restoration Incomplete, etc!!!!!!!!!

 

Also, before this, as I was loading pc and internet up, I got a message with that flashlight icon as it said it was trying to find Norton Antivirus - no idea why it did this. It asked me if I want to manually search for it . . . I didn't and just waited . . . it came up saying Cannot find Norton Antivirus as it mayhave been removed or renamed??!! Don't know why it did this, but last night I went onto the Technical Support part of Norton help centre, and had online chat with agent there - I did not allow Remote Access and I just advised him what had happened and he said it is best if he puts me in contact with a trained person who would Remotely control my pc and get rid of anything suspicious but was quite a lot of money to do this. I declined and told him so and ended the chat. I think it is strange that I only did that last night and now get this message about Norton not being found. It's just getting worse and worse!!! May be a coincidence because he wouldn't be able to do anything unless I gave him remote access, would he? And I didn't get him my machine name or antything like that.

 

What do you think . . . ? . . .

[danzil]

try repair installing NAV (norton anti virus).or removing it and then re-installing it...

may be an idea to remove it,restart then try system restore again....do you use norton go back at all...that can interfere with system restore...

symantec have released there only software removal tool that is extremely good get it from...http://service1.symantec.com/SUPPORT/tsgeninfo.nsf/docid/2005033108162039

i have had failed restores due to symantec software being loaded in memory and refusing access to certain files and folders needed for the system restore......mainly the snapshot directory..etc

give that a go..run the tool do a restore then re-install NAV.

if the restore doesnt work,run the tool, restart pc,then re-install NAV.update then do a scan.

regards

danzil

[Andrea31]

Hi again danzil,

 

I went into Add/Remove but there isn't an option for AntiVirus, but there IS for "Norton Internet Security" which is the package I bought (2007) so do I just remove the full thing? (It includes AntiVirus, Firewall, Antispyware, Antiphising).

 

Sorry if I'm asking stupid questions but as you can tell, I don't know anything about stuff like this, and don't want to remove the wrong thing.

 

Thanks

 

Andrea

[danzil]

i would remove norton internet security,then try system restore (after a restart).

then if windows is ok re-install it.

regards

danzil.

[Andrea31]

When trying to remove Norton, it asks "Would you like to turn on the Windows Firewall?".

 

I presume it's going to ask for all the Antivirus, Spyware, etc - do I click yes or no for these/this?

[danzil]

yep,turn the windows firewall on.

shouldnt ask for much else

danzil

[Andrea31]

I have successfully removed Norton and also a successful System Restore. . .

 

For the Norton software removal tool - I've gone on address you said - it goes to website with loads diff. options for removal tools - . . . I typed "software removal" into search engine + it brings up loads of different ones

 

- please can you tell me which one?

 

Ta.

[danzil]

this i shte correct removal tool, http://service1.symantec.com/SUPPORT/tsgeninfo.nsf/docid/2007080716240739?Open&docid=2005033108162039&nsf=tsgeninfo.nsf&view=docid

there is download link a third down the page.

regards

danzil

ps,has the download that caused hte main issue been removed. is all running fine

[Andrea31]

I successfully removed Norton from pc. I then did System Restore and it went through no problem so that is good.

 

I can't check if program causing the problem is removed as , like i said, it never showed up anywhere.

 

The link you gave me is for Norton Removal Tool so I am about to do that . . . . . .. . .

[Andrea31]

Hi danzil!

 

It is all sorted! Thanks so much for your help! I've now got Norton back on after Restoring to prev. date and using that removal tool. There was 18 LiveUpdates waiting to be ran, and 36 Tracking Cookies!

 

All sorted now so thanks once again,

 

All the best and take care,

 

Andrea.

[danzil]

thanx for andrea31.you also take care,glad to of helped

regards

danzil