Norton from Symantec

I cannot start my Norton product

This problem can happen if your computer is infected. We recommend that you run a scan with the free Norton Power Eraser tool.

If you experience this problem with your Norton product for Mac, read I cannot start my Norton product for Mac.

STEP 1

Download and run Norton Power Eraser

  1. Download Norton Power Eraser.

  2. Save the file to the Windows desktop. On some browsers, the file is automatically saved to its default location.

  3. To run Norton Power Eraser, double-click the NPE.exe file.

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

  4. Read the license agreement, and click Accept.

  5. In the Norton Power Eraser window, click the Scan for Risks icon.

  6. By default, Norton Power Eraser performs a Rootkit scan and requires a system restart. When you see a prompt to restart the computer, click Restart. If you do not want to include the Rootkit scan, go to Settings, and uncheck the option Include Rootkit scan (requires a computer restart).

  7. After the computer is restarted, the scan starts automatically. Follow the on-screen instructions.

  8. After you run the scan, start the Norton product.

    If the problem persists, uninstall and reinstall your Norton product. Run the Norton Remove & Reinstall tool to uninstall and reinstall Norton.

STEP 2

Download and run the Norton Remove and Reinstall tool

    If you have Norton Family installed, uninstall it before you run the Norton Remove and Reinstall tool. If you have received your Norton product from your service provider, skip this step, and run the Norton Removal Tool.

  1. Download the Norton Remove and Reinstall tool.

    Save the file to the Windows desktop.

  2. On the Windows desktop, double-click the NRnR icon.

  3. Read the license agreement, and click Agree.

  4. Click Remove & Reinstall.

  5. Click Continue.

  6. Click Restart Now.

    After the computer restarts, follow the on-screen instructions to reinstall your Norton product.

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DOCID: v64233471_EndUserProfile_en_us
Operating System: Windows
Last modified: 06/10/2016