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What is Norton Virus Protection Promise?

Virus Protection Promise includes a virus removal service provided by a Norton expert and may come with the following qualifying subscriptions: Norton 360 plans (including LifeLock), Norton Security (Standard, Deluxe, Premium), Norton Core Security Plus, Norton Small Business, Norton Internet Security, Norton AntiVirus, Norton 360, and Norton 360 Multi-Device. In the unlikely event that we are unable to remove the virus from your PC, Mac, Android and/or iOS device, you may be entitled to a refund of the subscription.

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 Manage My Subscriptions page, select the subscription and check to see if the Virus Protection Promise is available.

    Under ADDITIONAL BENEFITS, 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: 09/06/2023