Dell laptop (Win 10-1909) WIll Not Connect to Norton's Website

dustymars said:

My daughter's Dell 3552 laptop with Windows 10 1909 build will not connect to Norton's website. She downloaded a game that apparently ran okay (YES, CREEPY GAMES), then she let the Win-10 1909 build update run. Afterward her MS store and other icons on the start window were greyed out and then she attempted to log onto Norton's support. She uses Chrome and it stopped with can't reach that page BS. She can get onto Facebook and all the other websites, but not Norton's anything.
The first thought I had was a virus blocking it, but I'm getting too old for this stuff so will ask for suggestions here. Don't hold back; I started in the computer business 60 years ago, so let me have the hard stuff. BTW, Norton's okay and runs Live-update okay, but will not activate (I reinstalled it). Maybe something is blocking the connect; I attempted Chrome, Edge and IE 11, but Norton's is locked out or blocked. HELP!

Hi.
Have you uninstalled the suspect "game" yet, or is that not possible?

Please try running ADWCleaner (free)
Malwarebytes | AdwCleaner - Free Adware Cleaner & Removal Tool
Delete anything it finds, reboot, post the logs here for us to evaluate. Logs can be found at C:\AdwCleaner

Then see if you can get on ESET's site and run an online one-time scan
Free Virus Scan | Online Virus Scan from ESET | ESET

Let us know what that finds, if anything.

It may be necessary to run the DISM commands to help fix system files. First I would run a system file checker to see if there are any problems. Open an Administrative Command Prompt and type sfc /scannow and hit enter. Let the scan finish. It should say "no integrity violations found". If it says "found and fixed" or "found but could not fix", we'll need to use the DISM commands. Tutorial is here: Use DISM to Repair Windows 10 Image

Good luck and let us know how it goes.

p.s. Do not go to any web sites that require a login at this point, until we know if the system has been compromised.

dustymars said:

Thanks, will do and get back tomorrow.

Cheers. ADWCleaner scan is quick; ESET will take some time. See you tomorrow.

dustymars said:

Well, it got strange; could not connect to Microsoft.com, Dell.com, no on-line security scan, Norton, McAfee no nothing. So I reset her PC and will go from there. It takes hours and hours to do that. Must have picked up a virus or something..
- - - Updated - - -
Thanks all for the help. Some of it was a simple problem I missed. Even with 60+ years experience I miss stuff. Getting old does it. We all get old : Anyway, my router was part of the trouble. I had 6 devices working it and one more was too much, so I switched to the other active path. Then searched for a hack job, found a couple old ones so eliminated them, and the MS update was corrupted as well. MS updates too much and it is hard to keep backups going, so I was remiss. My daughter will have to rebuild a little since I reset her Windows. Too a loooong nap doing it

Glad you got it sorted. I'm sure your daughter will have it back in order in no time! Please go ahead and mark the thread as solved.