Expert: James Filmer - 5/21/2009

Question
QUESTION: hi james,
i am in huge trouble.  i was trying to open Norton Internet Security and i waited for hours and it wouldn't load. i looked at the bottom toolbar and the icon was no longer there.  i tried going online to see if i could find an answer but even though i was connected, i couldn't browse anything; i kept getting "Page Load Error".  i tried opening my pc in safe mode and was able to do a virus scan but it only scanned a fraction of the files it normally did.  i kept restarting it over and over and now security center tells me the firewall is turned off.  i even tried doing a system restore but after a series of windows, the next button wouldn't work!  i know it must be a virus, but what can i do?  i can't go online, i can't load my security software.  help please!

ANSWER: Hi glenn,

Disconnect your cable, or do whatever is necessary to work offline.

Uninstall Norton (Add/Remove), you can always download and install later.

Restart, and engage Windows Firewall for basic protection. See if you can get online.

If so, either download Norton again (or use the CD if you have it) to the desktop.

Then go to Norton's website and seek professional support from them (forum or staff support); they would know best about their product.

If you can't get online, please provide more info like what system; Vista, XP, 2000, and what other security applications are installed on your system. Though it could be a virus, my first thought is that there's a conflict with another application or a system configuration problem..




---------- FOLLOW-UP ----------

QUESTION: hi james,
 i'm sorry about the late response, and i tried going online, still not working.  it's a dell pc with windows xp home and norton internet security's the only security program.  thanks.

Answer
HI glenn,

If there are any other details you can provide, it would be a great help, like "Did the problem began after an update?"

Did you uninstall and reinstall properly?

http://service1.symantec.com/SUPPORT/nip.nsf/docid/2004092711224136

See also:

http://community.norton.com/norton/search?submitted=true&q=failure%20to%20connec

http://community.norton.com/norton/board/message?board.id=nis_feedback&thread.id

The following shows how to configure Norton properly - and may help:

http://www.pocketpcfaq.com/faqs/symatec-firewall.htm

Also, other have had problems like yours. For some, the best solution was to change to another firewall and anti-virus application. If you consider that an option, please let me know.

http://welchwrite.com/blog/2005/02/norton-internet-security-problems.asp