Expert: James Filmer - 5/12/2010

Question
Hi James,

I'm hoping you can help me out. I'm using Windows XP, hope I'm being clear in my issue. Norton's anti-virus program was expiring on my computer so I went to the Symantec website to renew. I decided to go with the 360 version but when I purchased and went to download the program, it couldn't install. It got stuck in 'Initializing'. I chatted with a Norton rep who helped me install a different version (still said 360 for the program but was different from the one I downloaded/icon was different). That one works fine but I can't get the N360Downloader program (original not working one) off my computer. It's really frustrating.

It's not in the Add/Remove Programs menu and every time I delete it, it keeps coming back. My computer won't turn off properly now as a message keeps popping up when I shut down. It's one of those still-working type msgs, I can't remember exactly what it says but it gives you the choice to 'End Now' or "Cancel".

Is there anything I can do? I searched the internet but I wasn't sure how to proceed because I didn't want to uninstall the working program I have by accident and have the same thing happen to me again when re-downloading.

Should I go back to Norton and ask them to help me get it off my computer? They have a link on their website to remove these types of programs and re-download but I clicked on the link and there was no pop-up to help me un-install this silly program.

Hope that's enough info and that you may be of assistance.
Thank you!

Answer
If you use the tool: http://service1.symantec.com/support/tsgeninfo.nsf/docid/2005033108162039
to uninstall, according to them, you'll remove all Norton software and have to reinstall your software.

Is the link I provided, the page you're referring to? If it is, if you should make sure you have the product key of the version you're using now, to re-download. Also, (I hate to say it) you should get in touch with Norton again to confirm what I'm advising. Only Norton and Norton experts, really knows how to deal with their product issues. Wish I could help more.

I don't know if you've asked for advice on one of their forums, but I'd consider doing that also before proceeding.

http://www.symantec.com/connect/forums
http://www.tek-tips.com/threadminder.cfm?pid=742
http://www.topix.com/forum/com/symc
http://community.norton.com/
http://community.norton.com/t5/Norton-360/bd-p/Norton_360