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luminary · Joined: 06 Feb 2008 Posts: 16 Location: Hampshire

I waited till my Norton Security Suite ran out and then got rid of it. I am now trying to use free anti virus software before eventually purchasing paid for software.

I downloaded Virgin’s PC Guard. Program could not connect to the Internet to update.

Tried another 2 free anti virus software programs and the same thing happened; could not connect to the Internet to update.

I have removed all traces of any security software from the computer. I tried downloading directly, bypassing the router, which connects to another computer. All in vain!

Norton used to update regularly and my Internet connection is good.

What could be preventing the new security software form connecting to the Internet?

Any ideas would be welcome.

NickAskew · Moderator Joined: 03 Nov 2006 Posts: 112 Location: Thirsk

First guess would be you have a firewall switched on (is windows firewall active?), you could try opening up the Firewall options and unblocking the av package you are using if it is in the list (or temporarily switch it off just to check if that is the cause)

Otherwise more info is needed:
How did you bypass the router? Did you plug your computer directly into your broadband modem? - Are/were you using a proxy? Within internet explorer you can specify that programs wanting internet access should connect via another computer or device, this is a proxy - is access to the 'net ok other than the AV software packages not being able to update themselves? Are you sure all components of Norton are removed?

luminary · Joined: 06 Feb 2008 Posts: 16 Location: Hampshire

Thank you for the reply.

I tried with and without Windows firewall – no difference.

a)The router was bypassed by connecting directly to the broadband modem but still no connection to update the AV. The router has never posed any problems. It is a wired connection to 2 side by side computers.
b)No proxy has or is being used.
c)Access to the Net is OK and the AV software was downloaded successfully. All other Net connections are OK.
d)All components of Norton were removed (to the best of my knowledge) by at least one of the AV programs I loaded. Each time I tried another AV program I made sure all traces of the previous software were removed through the Add/Remove facility and in some cases by hand for some remnants. I have looked at the registry but cold not find anything that looked like an AV component.

As mentioned previously, Norton used to connect to the Net automatically to update.

I have checked everything I can think of that may interfere with the program connecting to the Net but all to no avail.

I am reluctant to purchase an AV such as McAfee or similar in case the same problem occurs.

From passed experience with similar mysterious problems, it is probably some simple thing that has been overlooked.

The free AV program I am using now is working as did all the others but not updating so the computer is vulnerable.

Thank you for your help.

thescruff · Moderator Joined: 03 May 2003 Posts: 4400 Location: Bath

Did you uninstall Norton first. before you downloaded the new

NickAskew · Moderator Joined: 03 Nov 2006 Posts: 112 Location: Thirsk

If you have ticked your firewall off the list then I am willing to wager that Norton has left something behind - I would do a search on the Norton site for an uninstaller or cleaner for the version of the product you were using - a quick google came up with thousands of hits of people with issues post uninstall of the Norton Internet Security product. If your firewall isn't blocking access to the 'net for your current AV product then something else must be Confused

luminary · Joined: 06 Feb 2008 Posts: 16 Location: Hampshire

If there is something blocking, why is it only blocking the AV from connecting to its source to perform the ‘updating’ process and not blocking anything else?

I agree that there must be something causing the blockage and I like the idea of searching for a Norton ‘uninstaller’ which I shall proceed to do as soon as possible.

You could be right. There may be some Norton remnant left behind. I shall check on that again.

NickAskew · Moderator Joined: 03 Nov 2006 Posts: 112 Location: Thirsk

The method the AV software employs to make use of your internet connection may be blocked. i.e. an application running as a service that automatically starts up when you use your computer has a different security model to an application which is being run by the currently logged on user - applications such as Norton detect applications running like this and can purposely prevent access to various computer resources, one of which may be the internet connection.

thescruff · Moderator Joined: 03 May 2003 Posts: 4400 Location: Bath

luminary · Joined: 06 Feb 2008 Posts: 16 Location: Hampshire

My problem trying to install a new Internet security program has been ongoing for a couple of weeks, so I cannot remember exactly how I proceeded. As far as I can remember, I uninstalled Norton first via Add/Remove.

I have spent the last half hour looking for a Norton Removal Tool. The one I found assumes that I still have Norton installed and asks for the product key etc. But since Norton is no longer on my machine as such, I cannot use this removal tool.

If there is any Norton component still in the computer and causing the problem, I have no idea how to remove it.

If you know of any removal tool that will remove anything left behind, please let me know.

NickAskew · Moderator Joined: 03 Nov 2006 Posts: 112 Location: Thirsk

http://service1.symantec.com/Support/tsgeninfo.nsf/docid/2005033108162039

luminary · Joined: 06 Feb 2008 Posts: 16 Location: Hampshire

Sorry to have taken so long to reply.

I was unable to use the Norton Uninstalling facility because I had already removed Norton from my computer.

However, I went back in and with a fine toothcomb, searched the Registry and found loads of Norton files, which I deleted. I also deleted a few remaining files form Program Files.

The conclusion is that the security software has updated successfully and all is now running normally.

I wish to thank all who provided advice and suggestions to solve the problem.

Thank you and best wishes.