No internet connection after updating

Descripción del problema

I can no longer access the Internet, after updating Norman Security Suite June 1st 2010. (Windows XP and Vista).

Norman also prompts me to restart my computer everytime I start the computer. (Windows XP only).

Solución del problema

Some of our customers was upgraded from Norman Security Suite version 7.3 to version 8.0 on June 1st 2010. We have gotten reports that some of these users experience the problems mentioned above. This seems to be related to some users having certain registry settings that prevents the Norman Firewall module from installing properly. This can usually be fixed by resetting the Winsock configuration to default.

Do the following:

For Windows XP:

  1. Go to Start->All Programs-> Accessories and click on Command Prompt
  2. Type in the following: netsh winsock reset and click the Enter key.
  3. Reboot the computer.
  4. When the computer starts you should get another message from Norman stating that the Installation was successfull, but a reboot is needed to complete the installation.
  5. Reboot the computer again.
  6. When the computer starts again, the Internet connection should be back and there should be no more messages asking you to reboot.

For Windows Vista:

  1. Go to Start->All Programs-> Accessories
  2. Right click Command Prompt and select Run as administrator.
  3. Type in the following: netsh winsock reset and click the Enter key.
  4. Reboot the computer.
  5. When the computer starts again, the Internet connection should be back.

If this doesn't help, please retry the steps again and make sure you get the confirmation that the Winsock Catalog has been reset.

If this still doesnt solve the problem, a last resort would be to uninstall Norman Security Suite. This will get the Internet connection back, and you can then download and reinstall Norman Security Suite again. The problem will not reappear, as the source of this problem has been identified and fixed.

Note: Uninstalling Norman Security Suite must only be done after trying the above steps! Uninstalling Norman Security Suite will not fix this problem alone.

Please contact your local support department if you have any further questions.



Fecha de publicación:: 2010.06.04   Fecha de actualización: 2012.11.23