Fix browser or connectivity problems

This problem can happen due to a threat in your computer. To fix this problem, we recommend that you run a scan using Norton Power Eraser. Restart your computer in Safe mode, and run Norton Power Eraser.

STEP 1

Run the Norton Autofix tool

  1. Start Norton.

  2. In the main window, click Help, and then select Get Support.

    Norton Autofix automatically checks and fixes issues with the installation of your Norton product, or services that are not running optimally on your computer.

  3. Click Close.

    If the problem persists, go to Step 2.

STEP 2

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 3

Download and run Norton Power Eraser

  1. Download Norton Power Eraser.

  2. Click Save.

  3. Select the location as Desktop, and then click Save.

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

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

  5. Read the license agreement, and click Accept.

  6. Click Settings.

  7. Under Network Proxy Settings, click Configure.

  8. Next to Settings, click Use default settings.

  9. Click Apply and then click OK.

  10. Click OK.

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

  12. 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).

  13. Wait for the scan to complete.

STEP 4

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.

What if this didn't work?

Thank you!

Thank you for using Norton Support.

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DOCID: v73924770_EndUserProfile_en_us
Operating System: Windows
Last modified: 09/01/2017