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What is Norton Virus Protection Promise?

Virus Protection Promise is a virus removal service provided by Norton experts. If they are unable to remove the virus from your Windows, MacOS, Android or iOS device, you will be entitled to a refund even if no other refund right applies.

Virus Protection Promise is a feature offered only with automatically renewing subscriptions and only applies to device security subscriptions with antivirus features.

For more information, see Terms & Conditions.

These steps are for the current version of the Norton products. If you have an older version or if you do not know your version, go to Norton Update Center.

How to determine if you are eligible for the Norton Virus Protection Promise

Norton Virus Protection Promise availability is displayed under the eligible subscription in the Services tab when you sign into your account.

  1. Sign in to your account.

  2. In the My Subscriptions tab, select the subscription and check to see if the Virus Protection Promise is available.

    Under About Subscription, Virus Protection Promise will be displayed.

How to use the Norton Virus Protection Promise if you think you are infected

If you think your computer is infected, we recommend that you run a Full Scan using your Norton product. If Full Scan does not solve the problem, you can use Norton Power Eraser to quickly detect and remove the threats.

Run Full Scan

  1. Open your Norton device security product.

  2. In the Norton product main window, double-click Security and then click Scans.

  3. In the Scans window under Scans and Tasks, select Full Scan and click Go.

  4. When the scan is finished, click Finish.

    If you think that your computer is still infected or the infection is not removed, go to the next section.

Download Norton Power Eraser and run a scan

Norton Power Eraser is compatible with Windows 7 SP1 and newer operating systems.

  1. Depending on your version of Windows, download one of the following: 
    • On 64-bit Windows: Norton Power Eraser.
    • On 32-bit Windows: Norton Power Eraser.

  2. Press Ctrl + J key, to open the Downloads window in your browser, and double-click the NPE.exe file.

    If the User Account Control window prompts, click Yes or Continue.

  3. Read the license agreement and click Agree.

    If you have already accepted the license agreement, you will not be prompted again.

    Norton Power Eraser checks for and automatically downloads the new version if available.

  4. In the Norton Power Eraser window, select Full System Scan, and click Run Now.

  5. If you want to include the Rootkit scan, click Settings, and under Scan and Log Settings, toggle the option Include Rootkit scan (requires a computer restart) and click Apply.

  6. When you see a prompt to restart the computer, click Restart.

    Wait for the scan to complete. Follow the on-screen instructions.

Contact a Norton expert

If your computer is still infected, contact Member Services & Support.


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DOCID: v62458994
Operating System: Windows
Last modified: 06/03/2024