Another friend needs help removing Norton

Man, I hate this program!

I have another friend who would like to remove Norton, only this time it is Norton Internet Security and Antivirus 2005, which from what I have gathered, can be even trickier to remove than 2003 (which is what I dealt with last time).

To make things even more dificult, this friend is 200 miles away, and is very inexperienced with computers (burnt her first back up CD last week). I have been trying to help her via e-mail.

We have all of her data backed up in case of the worst case, and are ready to think about removing Norton. Before we start, I guess I just want to ask if we should even attempt this? Or should she take it to a shop and have them do it?

She can use Add/Remove Programs, and I can direct her to the Norton Removal Tools, and she can probably run those, but anything beyond that (the registry) I just don't think she can handle.

I really want her to be free of Norton, but I am wondering if in her case it would be best just to renew it.

Any advice?

PK

 

Please see this link on how to use the Norton Removal Tool. This is a handy application released by Symantec to completely remove Norton products from a computer system.

I would never recommend NAV. Why pay when there are better, FREE alternatives like AVG?

Good luck!

 

Yeah, I have those links, and I have personally used the tools, but I just don't know if she can handle it, esp if they don't work. How do I explain to a complete novice how to make sure that the tools were successful and she can proceed with a new AV install?

Yes, AVG or Avast, that is where we are going.

PK

 

Can you call her?

Best I can think of is to install NAV on a dummy system and use SymNRT yourself, and walk her through the process.

But, we're digressing from technical support here....I can't really comment on how to best advise your friend.

 

I think SymNRT is pretty straight forward and tells you everything is removed. Be sure to tell them to use Add/Remove first and then run SymNRT and to close or disable any norton icons in the system tray before trying to remove anything. That way you might prevent getting the "another instance of Norton is running" message when you try and uninstall it.

Steve

 

A remote assistance request through windows live messenger?

Should give you access to do it all for your friend...She can watch and learn as you go!!!

Just a thought, anyway i'll get back in my box now!!

 

i think you have to reboot two times after running the norton removal tool. i read that somewhere.

 

Good advice everyone. I thought about the Remote Assistance thing (and the phone thing) but don't know if i have the time....maybe on a weekend.

I have removed NIS and NAV 2003 for another friend a few months ago, using Add/Remove, the tools, and some registry editing, and it did go smoothly. But I had over a week to do it so there was no pressure.

My main concern is how does she know that the removal was successful? What should she, as a novice, look for before continuing with the installation of a new AV program?

PK

 

well, the main concern with two AV programs is that you dont want both running. ask the friend to reboot(to make sure any startup items that were killed with the uninstall come back) and look in process for anything like norton, NAV, symactec. if they don't start automatically, there should be no conflict. That doesn't mean there isnt still stuff on disk, and you minght want do have them run CCleaner(available from this site) and run the registry issue checker to remove any messed up registry junk that uninstall left behind.

 

Here is the rough draft of the step by step instructions that I will send to my friend. Please read and let me know if i forgot anything or if something needs further explanation to a novice.

Step 1: Set a System Restore point.
Goto Start -> All Programs -> Accessories -> System Tools -> System Restore and follow the prompts to set a Restore Point (name the point "before rem Norton")

Step 2: Attempt to close all instances of Norton Internet Security (NIS) and Norton Antivirus (NAV)
Right click any Norton icons in the System Tray in the lower right corner of your desktop and select "Exit" or "Close" if available.
NOTE: The Add/Remove procedure should disable automatically before attempting to remove.

Step 3: Remove NIS
Go into Add/Remove programs, select NIS and click "Remove."
If the removal process states that it cannot complete while the program is running then stop let me know and we will do a "selective startup" were these programs are not started when Windows starts.
If the removal process states that another portion must be removed first, then stop and let me know.

Step 4: Reboot
If all seems to have gone well with the removal (no error messages), then reboot your machine.

Step 5: Repeat Step 2 if necessary

Step 6: Remove NAV
Go into Add/Remove programs, select NIS and click "Remove."
If the removal process states that it cannot complete while the program is running then stop let me know and we will do a "selective startup" were these programs are not started when Windows starts.
If the removal process states that another portion must be removed first, then stop and let me know.

Step 7: Reboot
If all seems to have gone well with the removal (no error messages), then reboot your machine.

Step 8: Remove LiveUpdate
Go into Add/Remove programs, select LiveUpdate and click "Remove."

Step 9: Delete leftover folders
Double click My Computer, then Local Disk C:, then Program Files. Look for any folders named Norton or Syamntec and delete them.

Step 10: Check for processes/Startup items

Step 11: Install new AV


What do you think?

I especially need help with the order of the steps and what processes she should look for in Step 10. Also, should I sneak the Norton_Removal_tool.exe or any other tools in there somewhere?

Thanks

PK

 

Also, what do you make of this link:
http://service1.symantec.com/SUPPOR...pen&docid=2005031016430136&nsf=nip.nsf&view=0


I guess I don't know whether I should have her disable any Norton services before Add/Remove or not. Some folks say yes, others say no.

That and whether (and when) to use any "tools" are my two biggest questions.

PK

 

*bump*