norton doesn't activate after trojan.tooso.j

[Easter Bunny]

hi guys. got a problem with norton. lady openen an email with an attachment and hey presto! norton disabled. eventually found and deleted the virus (wiwshost.exe - trojan.tooso.j) by scanning her harddrive with my pc. ran one of those tools from symantec as well, but it found nothing. now i'm stuck with norton that can be installed, but it says 15 day trial period expired, and wants to be activated. connect it to the internet and click on activate and then it just hangs.

it's windows xp pro and norton internet security 2005. hijackthis says this:

Logfile of HijackThis v1.99.1
Scan saved at 11:51:34 AM, on 06/07/2005
Platform: Windows XP (WinNT 5.01.2600)
MSIE: Internet Explorer v6.00 (6.00.2600.0000)

Running processes:
F:\WINDOWS\System32\smss.exe
F:\WINDOWS\system32\winlogon.exe
F:\WINDOWS\system32\services.exe
F:\WINDOWS\system32\lsass.exe
F:\WINDOWS\system32\svchost.exe
F:\WINDOWS\System32\svchost.exe
F:\Program Files\Common Files\Symantec Shared\ccProxy.exe
F:\Program Files\Common Files\Symantec Shared\ccSetMgr.exe
F:\Program Files\Norton Internet Security\ISSVC.exe
F:\Program Files\Common Files\Symantec Shared\SNDSrvc.exe
F:\Program Files\Common Files\Symantec Shared\SPBBC\SPBBCSvc.exe
F:\Program Files\Common Files\Symantec Shared\ccEvtMgr.exe
F:\WINDOWS\Explorer.EXE
F:\WINDOWS\system32\spoolsv.exe
F:\WINDOWS\SOUNDMAN.EXE
F:\Program Files\Ahead\InCD\InCD.exe
F:\Program Files\Messenger\msmsgs.exe
C:\Program Files\ccmon.exe
F:\Program Files\Norton Internet Security\Norton AntiVirus\navapsvc.exe
F:\WINDOWS\System32\nvsvc32.exe
F:\WINDOWS\system32\slserv.exe
F:\WINDOWS\System32\HPZipm12.exe
G:\programs\HijackThis.exe

R1 - HKCU\Software\Microsoft\Internet Connection Wizard,ShellNext = http://office.microsoft.com/office/redirect/10/services.asp?DPC=%7B90110409-6000-11D3-8CFE-0050048383C9%7D&DCC=%7B8E46FEFA-D973-6294-B305-E968CEDFFCB9%7D&AppName=Microsoft%20Word&CLCID=1033&HelpLCID=1033
O2 - BHO: AcroIEHlprObj Class - {06849E9F-C8D7-4D59-B87D-784B7D6BE0B3} - F:\Program Files\Adobe\Acrobat 5.0\Reader\ActiveX\AcroIEHelper.ocx
O2 - BHO: (no name) - {53707962-6F74-2D53-2644-206D7942484F} - F:\Program Files\Spybot - Search & Destroy\SDHelper.dll
O2 - BHO: Norton Internet Security - {9ECB9560-04F9-4bbc-943D-298DDF1699E1} - F:\Program Files\Common Files\Symantec Shared\AdBlocking\NISShExt.dll
O2 - BHO: NAV Helper - {BDF3E430-B101-42AD-A544-FADC6B084872} - F:\Program Files\Norton Internet Security\Norton AntiVirus\NavShExt.dll
O3 - Toolbar: &Radio - {8E718888-423F-11D2-876E-00A0C9082467} - F:\WINDOWS\System32\msdxm.ocx
O3 - Toolbar: Norton Internet Security - {0B53EAC3-8D69-4b9e-9B19-A37C9A5676A7} - F:\Program Files\Common Files\Symantec Shared\AdBlocking\NISShExt.dll
O3 - Toolbar: Norton AntiVirus - {42CDD1BF-3FFB-4238-8AD1-7859DF00B1D6} - F:\Program Files\Norton Internet Security\Norton AntiVirus\NavShExt.dll
O4 - HKLM\..\Run: [SoundMan] SOUNDMAN.EXE
O4 - HKLM\..\Run: [NeroCheck] F:\WINDOWS\system32\NeroCheck.exe
O4 - HKLM\..\Run: [InCD] F:\Program Files\Ahead\InCD\InCD.exe
O4 - HKLM\..\Run: [ccApp] "F:\Program Files\Common Files\Symantec Shared\ccApp.exe"
O4 - HKLM\..\Run: [SSC_UserPrompt] F:\Program Files\Common Files\Symantec Shared\Security Center\UsrPrmpt.exe
O4 - HKCU\..\Run: [MSMSGS] "F:\Program Files\Messenger\msmsgs.exe" /background
O4 - Global Startup: CAPI Tray.lnk = C:\Program Files\ccmon.exe
O8 - Extra context menu item: E&xport to Microsoft Excel - res://F:\PROGRA~1\MICROS~2\Office10\EXCEL.EXE/3000
O9 - Extra button: (no name) - {08B0E5C0-4FCB-11CF-AAA5-00401C608501} - F:\Program Files\Java\j2re1.4.1\bin\npjpi141.dll
O9 - Extra 'Tools' menuitem: Sun Java Console - {08B0E5C0-4FCB-11CF-AAA5-00401C608501} - F:\Program Files\Java\j2re1.4.1\bin\npjpi141.dll
O9 - Extra button: Messenger - {FB5F1910-F110-11d2-BB9E-00C04F795683} - F:\Program Files\Messenger\MSMSGS.EXE
O9 - Extra 'Tools' menuitem: Messenger - {FB5F1910-F110-11d2-BB9E-00C04F795683} - F:\Program Files\Messenger\MSMSGS.EXE
O12 - Plugin for .spop: F:\Program Files\Internet Explorer\Plugins\NPDocBox.dll
O17 - HKLM\System\CCS\Services\Tcpip\..\{AA74AA84-1086-49FF-81D5-7E59361024E0}: NameServer = 196.25.185.130
O23 - Service: Symantec Event Manager (ccEvtMgr) - Symantec Corporation - F:\Program Files\Common Files\Symantec Shared\ccEvtMgr.exe
O23 - Service: Symantec Network Proxy (ccProxy) - Symantec Corporation - F:\Program Files\Common Files\Symantec Shared\ccProxy.exe
O23 - Service: Symantec Password Validation (ccPwdSvc) - Symantec Corporation - F:\Program Files\Common Files\Symantec Shared\ccPwdSvc.exe
O23 - Service: Symantec Settings Manager (ccSetMgr) - Symantec Corporation - F:\Program Files\Common Files\Symantec Shared\ccSetMgr.exe
O23 - Service: ISSvc (ISSVC) - Symantec Corporation - F:\Program Files\Norton Internet Security\ISSVC.exe
O23 - Service: Norton AntiVirus Auto-Protect Service (navapsvc) - Symantec Corporation - F:\Program Files\Norton Internet Security\Norton AntiVirus\navapsvc.exe
O23 - Service: NVIDIA Driver Helper Service (NVSvc) - NVIDIA Corporation - F:\WINDOWS\System32\nvsvc32.exe
O23 - Service: Pml Driver HPZ12 - HP - F:\WINDOWS\System32\HPZipm12.exe
O23 - Service: SAVScan - Symantec Corporation - F:\Program Files\Norton Internet Security\Norton AntiVirus\SAVScan.exe
O23 - Service: ScriptBlocking Service (SBService) - Symantec Corporation - F:\PROGRA~1\COMMON~1\SYMANT~1\SCRIPT~1\SBServ.exe
O23 - Service: SmartLinkService (SLService) - - F:\WINDOWS\SYSTEM32\slserv.exe
O23 - Service: Symantec Network Drivers Service (SNDSrvc) - Symantec Corporation - F:\Program Files\Common Files\Symantec Shared\SNDSrvc.exe
O23 - Service: Symantec SPBBCSvc (SPBBCSvc) - Symantec Corporation - F:\Program Files\Common Files\Symantec Shared\SPBBC\SPBBCSvc.exe

i don't see anything that would stop it from working. i know it used to work, because she had this problem before... or rather i've had this problem with her having this problem before and i got it sorted somehow.

any help would be appreciated.

thanks.
the easter bunny

[dlh6213]

You should first follow the recommendations in this thread on the problem computer to help prevent further occurrences:
http://www.daniweb.com/techtalkforums/thread27519.html

Try uninstalling Norton, and then reinstalling it (or consider replacing it :) )

Note: Hijackthis should be in it's own folder, like G:\programs\Hijackthis\HijackThis.exe (instead of G:\programs\HijackThis.exe)

[Easter Bunny]

reinstalled norton four or five times allready. finally found something on norton's site, but have to try it first. apparently it's some files that aren't installed properly. after four or five installations? i don't think so, but it's worth a shot anyway.

will let you know if i get it sorted.

[Easter Bunny]

wooohooo!!!!

ok, what i found out, was that one of symantec's services weren't running.

start -> run -> "services.msc"

look for "Symantec Core LC" and the "Startup Type" should be set at "Automatic".

cool bananas!!

norton does create some of the weirdest problems i've ever seen.

[dlh6213]

norton does create some of the weirdest problems i've ever seen.

That's one of the reasons I suggested replacing it :)

Glad you got it figured out!

[crunchie]

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