Posts by Michael York

Hi Ghislaine,

This is Mike from the Norton Authorized Support Team.

Contrary to what other users may say about Norton 360 version 3, under normal operation, and assuming you have enough resources available, Norton 360 version 3.X uses very little system resources and should not slow down your PC. Also, Norton 360 contains the same features of Norton Internet Security, and also includes a Backup & Restore function and system optimization features.

Since you mention that you had Norton Internet Security installed and then installed Norton 360, there is the possibility that your installation of Norton 360 is corrupted.

To resolve this issue, please carefully follow the instructions below to properly remove and reinstall Norton 360.

1. Make note of your current Activation Key.

2. Click on the following link to download the Norton Removal Tool:

Norton Removal Tool and Instructions

3. 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.

4. Click on the link below and then click on the "Download" button under Norton 360 to download the latest installer.

Download the latest installer for Norton 360

5. If prompted during the installation, enter the Activation Key you saved in Step # 1.

6. When the installation is complete, launch Norton 360, mouse-over the "PC Security" icon …

Hi justin99655,,

This is Mike from the Norton Authorized Support Team.

Can you please tell me which Norton product and version you have installed? You may have an outdated version installed and may be entitled to a free update to the newest version of your Norton product, as long as you have a valid subscription.

If you have not already done so, manually run LiveUpdate , possibly multiple times, until you are informed that there are no more updates available. After the updates have completed, perform a "Full System Scan" with Norton and see if it detects any threats.

In regards to the blue screen that popped-up, please open the Event Viewer in Windows and locate the crash and let me know the stop code and any other relevant information that appears.

Thank you,
Mike

Greetings. Looking for some help with my Vista based laptop.

I have steered clear of Limewire, etc. and been very careful about what I download and install on my HP laptop, but the other day I had a blue screen pop up suddenly with a scary and long error message. Then my laptop shut down and I was unable to take note of any of the details of the message.

NOW, browsers (even Chrome & Firefox) are slow, java based websites and applications often crash, and my overall performance is much slower. I've noticed my cursor often jumps from the arrow to the circular blue "thinking/loading" circle (what used …

Hi PhilliePhan,

The file you mention is part of an Enterprise product that I do not support. I would suggest that you either contact Symantec Enterprise Support and/or join the Symantec Forums and post your question there.

Symantec Community Forums

Thanks,
Mike

Thanks, Mike.

I am assuming SrtETmp is some sort of protected file? Judy has a recent thread with the same error, so I'm a bit curious....

It clearly states the SR has stopped monitoring - I imagine then that deleting SrtETmp is out of the question?

12/6/2009 7:34:03 PM, error: sr [1] - The System Restore filter encountered the unexpected error '0xC0000043' while processing the file 'SrtETmp' on the volume 'HarddiskVolume1'. It has stopped monitoring the volume.

PP:)

Hi Mike - thanks for jumping in :)

I do have a question - If Norton disables System Restore monitoring as noted in the Event Log message, then there are no viable Restore Points being created thus defeating the purpose of the System Restore function. This is less than desireable.
How do we stop that from happening?

PP:)

Hi PhilliePhan,

Norton products do not disable or interfere with the monitoring of System Restore points. As long as System Restore is enabled, and there are no threats that have disabled or corrupted the restore points, the available restore points are visible in the Calendar view portion of the restore utility. In order to complete the process, you need to temporarily disable the Norton Product Protection feature that I explained earlier.

Thank you,

Mike

Hi sklingb1,

Symantec Endpoint is an enterprise product and I do not support Enterprise products. I would suggest that you call our Technical Support line at : 1 800 342 0652 or 407 357 7600

Another way to get support is to sign up for the Symantec Community Forums and then post your question.

Symantec Endpoint Community Forums

Thanks,
Mike

Michael York, I appreciate you getting involved with this. I spent several hours on the phone with someone from your company to reinstall internet security. I am hoping they installed 2010. Ironically there was an issue with the install with the Sonar. Sometimes it is on and other times it shuts itself off. As it stands now it is working.

The computer with the restore error is a networked computer running Endpoint Security. Is there a system within Endpoint that accounts for the system restore? I guess it got confusing having two computers involved. The sick one was running Endpoint and the healthy one was running Internet security. The helthy computer somehow got the corrupt file and had to be reinstalled. The sick computer, running End point, is the one with the restore error.

I hope that makes sense.

Hello PhilliePhan and sklingb,

This is Mike from the Norton Authorized Support Team.

I am responding to this thread to better explain the Norton Tamper Protection feature and how/why it affects the ability to complete a System Restore in Windows. This feature was put into place to thwart the affects of certain threats that try to disable security software. Due to the ever-increasing complexity of threats found on the internet, Norton products are tightly integrated with Windows to provide the highest level of protection. This process requires that certain system level files be "locked-down" which is why the System Restore feature may fail.

The overall effectiveness of the many technologies that provide protection from threats in Norton Internet Security are still preserved , as the instructions clearly state that if you do need to carry out a System Restore, that the Norton Product Tamper Protection feature will only be temporarily disabled. The real-time scanning engine , SONAR technologies, etc, are still active when this feature is disabled. The instructions in that document also tell you how to re-enable this feature after you have finished the System Restore.

Lastly, and this is for "sklingb", one of the advantages of having a subscription to Norton Internet Security is that you are entitled to free product updates for the life of your subscription. This allows you to take advantage of the new and enhanced features that come with the newer releases of the software, as well as the new …

Hi Mariyameggy,

This is Mike from the Norton Authorized Support Team.

"c-tech" did a great job of explaining the basics of networking to you. I just wanted to chime in here to assist you with the Norton Firewall. Please let me know which Norton product and version you currently have installed. You can determine the version by opening your Norton product, choose the "Help & Support" link and then choose "About".

Since your router's DHCP server is allocating Dynamic IP addresses on your network, what you will need to do is to input what's called the MAC address (Hardware) of the network card for each device instead of the IP address. You will add this information in the Network Map feature of the Norton Firewall. This way, if the Dynamic IP addresses on your computer's change, the devices will still be "trusted".

As soon I hear back from you regarding the product and version you are using, I can then provide you with the step-by-step instructions to ensure that all of the computers on your network are "Trusted" by the Norton Firewall.

Thank you,
Mike

Can I use norton anti virus 2005 download cd for Vista.

Hi cbk,

This is Mike from the Norton Authorized Support Team.

Norton AntiVirus 2005 is not supported on Windows Vista and is also an outdated version. For optimal protection you will need to use the latest version of Norton AntiVirus, which is the 2010 version. For more information on Norton AntiVirus 2010, please see the page below.

Norton AntiVirus 2010 product information

Thank you,
Mike

I am using windows XP service pack3 edition with 2 GB RAM and have dual core processor. My PC configuration is good dear. No issue. Even I have already used defragmentation, updated my antivirus norton 2009 yet my PC is very slow. I have used various strategies. I don't know what to do as i can't install windows again and again.

Hi shawn_michael,

This is Mike from the Norton Authorized Support Team.

Computer freezes can be due to a variety of factors including disk problems, software conflicts and threats. If you have not already done so, I would strongly suggest that you run the Windows Check Disk command 2-3 times to make sure that your hard drive is not failing.

Are you sure that you are using Norton AntiVirus or are you possibly using Norton Internet Security? Please check this and let me know. You should also check your computer to make sure that there are no other third-party, real-time security applications running, as you never want to have more than one real-time security package installed or you will experience software conflicts which can leave your system vulnerable to threats. Norton Internet Security also contains the Norton Firewall component and if by chance you are using this application, you need to make sure that the Windows Firewall is disabled, as you never want to have more than one Firewall running at the same time.

Lastly, I did want to let you know that one of the …

Norton is a very high consuming resources antivirus. I uninstall this software in just about two days because i cannot work at my computer (freezes etc.) Just try Kaspersky or Bit Defender.

Hi nichita2008,

This is Mike from the Norton Authorized Support Team.

What version of Norton AntiVirus are you using? The 2009 and 2010 versions of Norton AntiVirus consume very few system resources and the updating and scanning features occur when your computer is idle, which eliminates excessive system resource usage. Please let me know what version you are using as well as the version of Windows and I would be happy to assist you in making sure that Norton AntiVirus is installed and configured correctly.

Thank you,
Mike

I am trying to install Norton Internet Security 2009 to my laptop but when i insert the disk it is not running automatically like it should do.
How can i change my cd drive to run automatically so i am able to run the installation disk.
Thanks

Hi clio182,

This is Mike from the Norton Authorized Support Team.

The "Auto-Run" option is controlled by Windows and you do not mention which version of Windows you are using. You should be able to find out how to re enable this function by searching the Microsoft Knowledge Base.

In the meantime, to install Norton Internet Security 2009, simply double-click on "My Computer" and then double-click on your optical drive and then double-click on the "Setup.exe" file to begin the installation.

Let me know if you need additional assistance with the installation or configuration of Norton Internet Security.

Thank you,
Mike

I have safari, explorer, and firefox and none of these browsers can connect to these sites. I use Noton as an anti virus and zonealarm as a firewall. All of these problems started when my Norton subscription ran out. I went to the norton site to renew it and i couldnt access the site. thanks

Hi oodeagleoo,

This is Mike from the Norton Authorized Support Team.

It appears as though your computer has been compromised by a threat. Please contact the Norton Technical Support Live Chat service from the link below and one of our technicians will assist you in renewing your subscription and making sure that your Norton product is installed and configured correctly.

Norton Technical Support

By the way, which Norton product and version do you currently have installed?

Thank you,
Mike

Hi All,

I received an e-mail from a friend of mine.
It contained three jpeg images with the title Imagens Anexadas.
When I tried to open those images,it gave me a dialog box asking either to run or save.
I tried to run it.But nothing happened (Nothing am aware of).
Then after some time, I received the same mail from the same person. So I asked this fellow about it and he told me he didn't send any such mail to me.
After googling I came to know that it's a virus and it will slow down the computer and all. What should I do? Is it something very serious? Should I change my Email id? Nobody in my contacts list has complained of receiving any such mails from my ID as of now.

Any Solutions??

Hi Tessy,

This is Mike from the Norton Authorized Support Team.

Can you please tell me which Norton product and version you currently have installed? You can determine this by opening your Norton product, choose "Help & Support" and then choose "About". Please let me know the product and the exact version number so I can assist you further.

Thank you,
Mike

Problem just cropped up in the past two or three days. I lost the ability to get online through Internet Exploreror and AOL software. The hardware manager showed some sort of issue with the ethernet adapter and indicated "device cannot start (code 10)".The system is a Dell Dimension 4400 hardwired to a Linksys wireless router which is fed froma Sprint 660 dsl modem. Wireless laptop on the same network has no problem. Since it was a fairly cheap experiment, I installed a replacement Netgear adapter. No change.The tech from Netgear confirmed the system pings as though it has internet accessand suspects some sort of error with Internet Explorer or in the operating system. I note that I can't open Norton 360 and the tray at the bottomof the desktop doesn't show the programs normally in my start menu.

Hi DPendergraft,

This is Mike from the Norton Authorized Support Team.

If you have any other third-party, real-time security software installed alongside Norton 360, you could be experiencing a software conflict. Also, the Windows Firewall needs to be disabled, as the Norton Firewall will handle this for you. Having two firewalls running at the same time can cause connectivity issues. Check to make sure that there are no other security packages installed, and also make sure the Windows Firewall is disabled. I would also suggest that you download Firefox and see if you can access the internet using that browser.

The next step is to download, burn and run …

Hi jakeb1232003,

This is Mike from the Norton Authorized Support Team.

To properly remove Norton 360 from you computer, please follow the instructions below.

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.

Thank you,
Mike

Thank you for your reply Mike. One question and you may think it's dumb, but though I've been using computers for years, with cad-cam and such, as of April this year, it is my first time on the internet. (Please don't ask why, it's a long stupid employer-employee story). So now I'm having to pay for my own connection, so I have to have anti-virus protection, fine. But as I understand, when my subscription expires, my Norton will still work, I just won't receive any updates. True?
Regards PJ

Hi puddlejumper,

The product will still work after your subscription expires, but you will be warned continually that your definition files and program files are not up to date and that you should renew your subscription.

Also, you will not be fully protected against the latest threats, as there are many new threats detected by Symantec every day, which is why the definitions are updated every 5-15 minutes. You will also no longer receive any program updates when your subscription expires.

Thanks,
Mike

I understand. But tell me why, if I pay for a product, the subscription is only for a year. If I reinstall the 2009 package, from my last install it said I have 340-something days left. What happens when it runs out. I can't afford to buy new stuff every twelve months. I'm just a regular worker looking forward to my retirement very soon. This software should be good for the life of my laptop, which for me is going to be quite a while.

Hi puddlejumper,

You do have the option of purchasing a 2 year subscription from the Norton website as well, which will save you some money over a 1 year subscription. Norton Internet Security is created by Symantec Corporation which is a separate company from your laptop manufacturer. There are no computers that come with a lifetime subscription to Norton products.

As I had stated in my previous response, when your subscription expires you will no longer receive product or definition updates.

Since you have purchased the 2009 version of Norton Internet Security, you should definitely install it, as it contains many new and enhanced features over the 2006 version and it is always recommended that you have the latest version installed to keep your computer protected against the latest threats.

Prior to your subscription expiring you will receive a notification in your task bar advising you that you only have so many days left on your subscription. You may also receive …

Thanks Mike,
As purchased the Toshiba A100 had Norton Int. Sec. 2006 and when I did the HDD recovery, this was restored as well. The weird thing is, after the other software cleaned the system, the old 2006 seems to be working fine. I've not yet reinstalled the 2009 at the moment, I'm running Registry Mechanic in conjunction with the 2006 software and this seems to be a reasonable compromise for me, without having to go to too much more expense. So far so good, I was really reluctant to go back on the web after what happened, but, every morning the auto scans on both prog's do their thing and all looks well so far. Thanks again and to everyone else who pitched in. You guys are great!:cool:
Puddlejumper

Hi Puddlejumper,

There are two things I want to let you know about using the older version of Norton Internet Security. First, if your subscription has expired, then you will not receive any more definition updates, which means that you may not be protected against the latest threats.

Secondly, all Norton products are sold on a subscription basis, and as long as you have a valid subscription you are entitled to free product updates for the life of your subscription. You can determine your subscription status by logging in to your "My Norton Account" at the link below.

My Norton Account

If you never signed up for a My Norton Account you …

Hi Mike,
Thanks for your response. I have been able to resolve the critical issues on my computer by doing a full HDD recovery as I outlined in a post to Rozz33. But it is fortuitous that you joined this discussion when you did. One of the major problems I had after doing the HDD recovery, was that there still some BUG issues effecting my computer. A number of people told me to get rid of my Norton software as it is useless. At first I did not believe them, but after joining Daniweb and reading similar posts to mine, many people said the same thing. So I got my boss to have his technician have a look at my system and he scanned it with Mcafee and found 157 issues missed by my Norton software. Just to be sure, he did not repair those issues immediately, and re-scanned my computer with another security programme (I think it was Avast), again 163 outstanding issues showed up and were repaired. I was about to submit a refund request to Symantec this morning, but if you can convince me that my Norton Internet Security 2009 software is as good as the others and can find those other BUGS, (without me having to upgrade to another Norton product, I paid $88aus for mine), then I will not go ahead with the refund submission. Thankyou.

Puddlejumper.:?:

Hi Puddlejumper,

In regards to what other users say about Norton Internet Security 2009, if you …

Hi puddlejumper,

This is Mike from the Norton Authorized Support Team.

If you are unable to enable System Restore you may first need to disable the Norton Tamper Protection feature, carry-out the restore and then re-enable Tamper Protection. Please follow the instructions below.

1. Open Norton Internet Security 2009 and select the "Settings" link next to "Computer."

2. Select the "Miscellaneous" tab and then turnoff "Norton Product Tamper Protection." Click the "Apply" and then "OK" buttons.

Next, follow the instructions in the document below to re-enable System Restore.

http://service1.symantec.com/SUPPORT/tsgeninfo.nsf/docid/2001111912274039?OpenDocument&seg=ag&lg=en&ct=us

After you have restored your computer, go back in to Norton Internet Security and re-enable the Tamper Protection feature.

Let me know if this process resolves the issue.

Thank you,
Mike

I've had a similar problem with my system restore. Actaully it's not been working for a couple of months now. My computer is 2 and half years old, a Toshiba Satelite A100. Up until April of this year it had never been connected to the internet (I couldn't afford it!), but now it is, so to be safe I purchased Norton Internet Security 2009 and Registry Mechanic. Sadly though, neither fixed my problem with system restore, I still get the message after going through the procedure, system restore cannot restore to selected restore point and nothing has been altered on your computer. Also, my computer will not shut down automatically from shutdown, or resart; I've got to pull …

It took me three tries, but I finally got Norton 2009 removed. All of the problems went away. I tried re-installing Norton 2009 and got some of the problems back. I plan to contact both IBM and Norton tomorrow night to see if they know if any compatibility issues between IBM ThinkPads and Norton 2009.

Hi Tom,

This is Mike from the Norton Authorized Support Team.

There are no known issues with installing Norton AntiVirus 2009 on a ThinkPad. You should make sure that you have all of the Microsoft patches applied to Windows XP by running Windows Update as your first step.

The Norton Removal Tool was created to remove all traces of Norton before installing a newer version so that you have a clean installation. Please carefully follow the steps below to properly remove and then install the updated version of Norton AntiVirus. Make note of your Activation Key which you will be prompted for during the installation of Norton AntiVirus 2009.

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. Click on the link below and then choose the "Download" button under 'Norton AntiVirus" to download the latest installer.

Download the …

Thanks for the reply. It was my norton firewall I turned it off and it works great going today and getting new software to fix that. Thanks again for the reply.

Hi Freez,

This is Mike from the Norton Authorized Support team.

What Norton product and version are you using? Please let me know the product and version as well the version of Windows you are using.

Turning off the Norton Firewall will leave your computer vulnerable to attack and is not recommended. The most likely cause of the connectivity issue you were experiencing is either a software conflict or a configuration problem with the Norton Firewall.

Another possibility is that your machine became infected. Please run LiveUpdate and then complete a "Full System Scan" to make sure there are no infections on your computer.

When you use the Norton Firewall, which is a full inbound and outbound firewall, you need to make sure the Windows Firewall (inbound only firewall) is disabled, as well as any other internet security software so there are no conflicts which can cause connectivity issues and other problems.

Please let me know the specifics and I'd be happy to give you the proper configuration steps for your Norton product.

Thank you,
Mike

in my windows mail i can use the find message option to find who my mail is from. i put the name in the from section and click find now, the message i'm looking from is found then windows mail freezes and i can't do another search. Could this be because i have a lot of e-mails in my inbox folder or is it because im using norton antivirus. Can anyone please help me? thanx a lot

Hi Puk,

This is Mike from the Norton Authorized Support Team.

What are the specs of your machine and what Norton product and version are you using? Make sure that you have all of the latest Microsoft patches applied and that you have enough free disk space and a sufficient amount of free RAM.

I would suggest running LiveUpdate manually, then restart into Windows Safe Mode and run a "Full System Scan" with your Norton product to make sure the problem is not caused by infections.

Thank you,
Mike

I recently tried to install Norton360 and not only would it not finish the install, now I cannot access QuickBooks2007 and some other important programs. I wasted a bunch of money looking for help at several computer stores and now they're telling me to reinstall XP. I have the disk for XP but don't have the key and I don't really want to format my drive anyway because I lost all my program disks and will lose alot of expensive and very important software. Is there anyway I can either fix my registry and get rid of any malware without losing everything?

Additionally, after trying to install Norton360, my DVD/CDRW will read DVDs and CDs but no program disks or Roms other than the damn Norton360 disk now. What's that all about and can it be fixed? If I format my drive will I even be able to reinstall XP from the CD now?

Please help. If there is freeware or shareware that could help I'd appreciate the links. I'm out of funds after paying all the rent-a-geeks for nothing. I'm new to this community and I really need some help with this problem. I'm not the most computer savvy but I'll do my best to grow and hopefully I will someday be able to be an asset to this community. I think this is a wonderful place and I look forward to being a part of it. I can only contribute a small amount financially though at this time.

Seems i've contracted some bad stuff. I've run complete scans with Norton 360, Adaware SE, and Spybot (all with the latest updates i could get). Still problems. So I've just joined this forum.

My last scan with Spybot brought up these:
smitFraud and Virtumonde

I ran in safe mode and used smitFraud Fix and Rogue Remover several times. I also turned off system restore and after finished turned it back on to set a new restore point. I deleted temp files in windows and cookies in browsers.

i keep getting popups prompting me to get new software. Windows with titles that say things like:
"System integrity scan wizard pop-up"
Several times I've booted in normal mode and I never got desktop icons all looking right and I couldn't do anything, when I went to the task bar I just got an hourglass.

I just downloaded and ran Hijack this and here's my log:
Logfile of Trend Micro HijackThis v2.0.2
Scan saved at 10:58:19 AM, on 4/10/2008
Platform: Windows XP SP2 (WinNT 5.01.2600)
MSIE: Internet Explorer v7.00 (7.00.6000.16608)
Boot mode: Normal

Running processes:
C:\WINDOWS\System32\smss.exe
C:\WINDOWS\system32\winlogon.exe
C:\WINDOWS\system32\services.exe
C:\WINDOWS\system32\lsass.exe
C:\WINDOWS\system32\svchost.exe
C:\WINDOWS\System32\svchost.exe
C:\Program Files\Common Files\Symantec Shared\ccSvcHst.exe
C:\WINDOWS\Explorer.EXE
C:\Program Files\Common Files\Symantec Shared\ccProxy.exe
C:\WINDOWS\system32\spoolsv.exe
C:\Documents and Settings\All Users\Application Data\pebqtety\rqnankdc.exe
C:\WINDOWS\RTHDCPL.EXE
C:\Program Files\Adobe\Acrobat 8.0\Acrobat\Acrotray.exe
C:\Program Files\QuickTime\qttask.exe
C:\Program Files\iTunes\iTunesHelper.exe
C:\Program Files\Java\jre1.6.0_05\bin\jusched.exe
C:\Program Files\Portrait Displays\forteManager\DTHtml.exe
C:\WINDOWS\system32\ctfmon.exe
C:\Program Files\Google\GoogleToolbarNotifier\GoogleToolbarNotifier.exe
C:\Program Files\Eraser\Eraser.exe
…

Hey everyone. I am trying to install the Norton Anti-virus on my Mom's computer. When I do it, it says "The Windows Installer Service could not be accessed. This can occur if you are running Windows in safe mode, or if the Windows Installer is not correctly installed." How do I fix this issue? Thanks guys. Any help is appreciated.

Hi Stephanie,

This is Mike from the Norton Authorized Support Team responding to your posting. Please click on the link below and follow the instructions to unregister and re-register the Windows Installer component.

http://service1.symantec.com/SUPPORT/sharedtech.nsf/0/c2e412392f9da909882570d00001419f?OpenDocument&seg=hm&lg=en&ct=us

Please try the solution in the document and let me know if you are succesful at installing Norton AntiVirus 2008.

Thank you,
Mike

Hi ladyjane,

This is Mike from the Norton authorized Support team responding to your post. I can assist you with the Norton 360 issue you are experiencing.

First, can you please let me know what version of Norton 360 you are using?

Regardless of the version, you mention that Norton 360 "freezes" when you try to scan. This could indicate that your system has an infection.

Please open Norton 360 and click on "Run LiveUpdate." This will ensure that you have the latest definition and program file updates applied to your installation of Norton 360. After you have run LiveUpdate and it notifies you that the updates have been applied, please restart your computer in Windows Safe Mode and then run a Full System Scan.

Please try this process and let me know if you are notified of any infections, etc.

Thank you,
Mike

I wanted to download a certain song last friday night, but it said that I needed to install something...so like an idiot, I installed it. well...it turned out to be a spyware...a couple nights ago, I set about fixing it, downloaded avast and virus ranger...that did not work. I tried to download win antispy, but...I dont know. avast stopped me saying that it had malware, and I tried downloading other anti-spyware but, microsoft says that there was an error and it shut down the download of 3 different anti-spyware...I have no idea what the hell is going on...but I know everytime my computer is on I get pop ups that want me to install something to delete porn on my computer...haha, like Im gunna fall for that. and I get the popup boxes and my norton goes crazy, saying that I have a win32 trojan. So I know where it came from...I found most of the virus on my computer,but I couldnt delete it because It was in use....please help me...Im so confused...

Hi lozlachic17,

This is Mike from the Norton Authorized Support Team responding. What Norton product and version do you have installed? Also, what version of Windows are you using?

Please make sure that you have run LiveUpdate to make sure that you have the latest program and definition updates. Please run LiveUpdate as many times as needed, until it tells you that you have all of the latest updates.

Next, please boot into Safe …

Hi Yaksha ,

This is Mike from the Norton Authorized Support Team responding to your posting. Unfortunately, we do not support the 2004 version of Norton AntiVirus anymore, and I would highly encourage you to think about upgrading to a newer version to get the best protection and newest features to protect your computer.

It appears as though the LiveUpdate function of Norton may be corrupted which can cause false positives. Please make sure that your internet connection is working properly and then click on the link below to download a newer version of LiveUpdate.

LiveUpdate3 Download

Once you have downloaded this file, please run it and then manually run LiveUpdate until it tells you that there are no more updates available. I would then suggest that you run a Full System Scan while booted into Safe Mode.

I hope this resolves your issue. However, if you still receive the same message after updating LiveUpdate and running a scan, then it is quite possible that your machine is deeply infected, and the best course of action would be to backup your data and reinstall Windows.

Thank you,
Mike

Hi gthotmail ,

Thank you for responding, and no need to apologize for the length of your post. Hopefully the length of my response will not bore you.

You did the right thing by starting from scratch. As you may have discovered in your own research , this particular security problem can unfortunately replicate throughout your system.

In this case, since it appears that it had infected the NTLDR file, which is the main boot loader file for windows, the quickest solution is to backup your important files and reinstall Windows and Norton. The only other way to resolve this issue entails turning off System Restore and possibly deleting registry keys (which, if done improperly can severely damage your system).

The best way to keep yourself protected against vulnerabilities such as this one, is to make sure that you have your LiveUpdate schedule set to check for updates continually. Also, make sure that you have a Full System Scan set at least once a month (usually when you are not in front of your computer due to the amount of time it could take to complete.)

I am glad that you were able to resolve the issue and I hope that my explanation makes sense.

Take Care,

Mike

Michael York
Norton Authorized Support Team
Symantec Corporation
http://service.symantec.com

Hi gthotmail,

Are you saying that this issue is now resolved, or are you still experiencing problems?

Please confirm.

If you are still unable to get the rid of the W32.Mumawow.F!inf , please try and run the Symantec Online Security Scanner located by clicking on the following link:

Symantec Online Security Scanner

Please be certain that you run both checks, and then report back here with any findings.

Thank You,

Mike
Michael York
Norton Authorized Support Tea,
Symantec Corporation
http://service.symantec.com/priority

Hi gthotmail,

This is Mike from the Norton Authorized Support team.

First, I want to let you know that I do not interpret Log files. I provide support for Norton consumer products only.

The "mumawow,Flinf?" is a known virus that may have come through your system attached to another virus. The virus may keep reappearing for many reasons. If your Norton product does not contain the latest updates, which are downloaded and installed using LiveUpdate, and you have not completed a recent "Full System Scan," those can be the reasons why your computer is still infected.

In order to provide you with the proper instructions to resolve this issue, please let me know the following information:

1. What Norton product and what Version is installed on your computer?

2. What version of Windows are you using?

Please respond back to this post and let me know the answers, so that i can provide you with the correct steps to resolve this issue.

Thank you,

Mike

Hi sampada,

It appears from the log file that your computer is now free of infection. One thing I forgot to ask you to do, is to run Windows Update, to make sure that you have all of the Windows Security patches applied.

If you are still experiencing problems, could you please respond back and let me know the details of what is going wrong. Please try to be as specific as possible in your response.

Thank you,
Mike

Hi sampada,

I'm sorry for the delay in responding. Since you already have Norton installed and have run all of the updates, and ruan a scan, the next thing to do is to us the Norton Online Scanner. Please click the following link: Symantec Online Security Scan

Once the scan has completed, please post back here and let me know the results.

I promise to do my best to help you step-by-step.

Thanks,

Mike

Michael York
Norton Authorized Support Team
Symantec Corporation
http://service.symantec.com

Hi sampade,

The "w32.gammima is a worm that attaches a file to all of your drives from C: to Z:. If you are having problems opening drives on your computer, than you may have to do some Registry editing to completely remove the worm.

Are you familiar with using the Registry Editor in Windows?

Are you familiar with the Windows XP function called "System Restore?"

Please let me know and I will direct you to the proper instructions.

Thanks,
Mike

Hi sampada,

This is Mike from the Norton Authorized Support team. I would like to help you resolve this issue, but I need a little bit more information to give you the proper steps.

The first thing I would do is run the LiveUpdate feature , which will download and install the latest definition and product updates. Are you familiar with LiveUpdate? After those updates are installed, running a full system scan should detect the rootkit and quarantine it, and allow you to remove it from your system.

Please reply back to this thread and let me know the answers to the following questions, so that I can provide you with step-by-step instructions.

1. Which version of Windows are you using ?

2. Which Norton product you are using and which version?

Thank you,

Mike

Hey Serunson,

I'm glad to hear that it worked out for you!

Take Care,

Mike

Hi,
By using the Norton Uninstall tool, you are making sure that you have completely removed all Norton products, which will facilitate a fresh, clean install and resolve any problems with components of Norton Internet Security that may be problematic (in this case, the Auto-Protect feature). This is the case with Norton products from 2006, 2007 and 2008. This tool exists because Windows Add/Remove Programs feature does not always work properly.

In regards to upgrading from Norton Internet Security 2007, there are some significant improvements in the overall performance, as well as other new features that you may want.

Please try following the instructions I posted and let me know how it goes.

Thanks again,
Mike

Hi Serunson,

This is Mike from the Norton Authorized Support Team. First, I would like to apologize for you not receiving a response in a timely manner

From reading your post, it appears that then installation of Norton Internet Security was somehow corrupted. I would like to recommend that you please click on the following link, and follow the instructions to run the Norton Removal Tool.
Norton Removal Tool

Please follow the instructions in the document. When you have successfully removed Norton Internet Security from your PC, please reinstall the application. LiveUpdate will run during the end of installation and update your Program Files as well as the definitions. This should eliminate the error message that you are seeing, and provide you with real time protection.

If you could please post back and let me know if this resolves your issue, I would greatly appreciate it.

Thanks,

Mike