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Fix problems starting your computer

This problem generally occurs due to threats or unwanted applications. To resolve this problem, restart your computer in safe mode with networking and run the Norton Power Eraser scan.

STEP 1

Start the computer in Safe mode with Networking

  1. Exit all programs.

  2. Press the Windows + R keys to open the Run dialog box.

  3. Type in the following text, and then press Enter.

    msconfig

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

  4. In the System Configuration window, on the Boot tab, select Safe boot and Network.

    On Windows XP: In the System Configuration Utility window, on the BOOT.INI tab, select /SAFEBOOT and Network.

  5. Click OK.

  6. When you are asked to restart the computer, click Restart.

    The computer restarts in safe mode with networking.

STEP 2

Download Norton Power Eraser and run a scan (on Windows 10/8/7)

  1. Download 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.

Download Norton Power Eraser and run a scan (on Windows XP/Vista)
STEP 3

Restart the computer in Normal mode

  1. Exit all programs.

  2. Press the Windows + R keys to open the Run dialog box.

  3. Type in the following text, and then press Enter.

    msconfig

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

  4. In the System Configuration window, on the Boot tab, uncheck Safe boot.

    On Windows XP: In the System Configuration Utility window, on the BOOT.INI tab, uncheck /SAFEBOOT.

  5. Click OK.

  6. When you are asked to restart the computer, click Restart.

    The computer restarts in the normal mode which takes several minutes.

    If the problem persists, scan your computer with Norton Bootable Recovery Tool.

STEP 4

Scan your computer using Norton Bootable Recovery Tool

  • Norton Bootable Recovery Tool boots your computer from the DVD or USB device and scans your computer. You need to download and create the Norton Bootable Recovery Tool on a DVD or USB device.

    To create and run the Norton Bootable Recovery Tool, you need:

    • A blank DVD or USB

    • Access to another computer with the Internet access from where you can download and create the Norton Bootable Recovery Tool on a DVD or USB device.

    Go to the Norton Bootable Recovery Tool download page, and select your language for more information on how to use Norton Bootable Recovery Tool.

If you still cannot start your computer after performing these steps, contact your computer's manufacturer.

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DOCID: kb20100815092745EN
Operating System: Windows
Last modified: 03/05/2021