This topic

Norton Security

Redmenace — Tue, 28 Jan 2025 16:26:28 GMT

Hi, I am using an HP laptop, and having just done a scan on the Norton software updater, I am told that 1 app has an update available - ExpressVPN. However, when I click the update button, I get the message 'need to close program' but I just can not find any way of doing this! I've tried uninstalling the app through my laptop settings, via the apps installed list, but when I click on 'uninstall' I am offered the choice of 'uninstall or repair'. Having tried firstly, the uninstall option, I eventually get the message 'installation failed'. Also, when I choose 'repair' instead, I receive exactly the same message. Can I get some help with this please? Thank you...

Re: Norton Security

WSH — Tue, 28 Jan 2025 20:52:29 GMT

I’d suggest going into Task Manager > Start-up Apps and disable ExpressVPN. Then restart the system and try your update. Don't forget to re-enable the VPN afterwards, (if it doesn't do it itself).

Re: Norton Security

Redmenace — Thu, 30 Jan 2025 11:35:55 GMT

Thankyou so much for your help with this. Unfortunately though, having followed your suggestions to the letter, on re-scanning, I still get the order to close program.

Re: Norton Security

WSH — Thu, 30 Jan 2025 12:01:26 GMT

I haven’t used Norton for myself for many years, so let’s try the “horse’s mouth”. It seems this is an old problem and some people have ended up having to reinstall Windows. Take a look at these:

https://support.norton.com/sp/en/us/home/current/solutions/v74555162

https://community.norton.com/t/my-norton-installer-is-bugged-cant-close-or-even-force-close/225687/2

https://community.norton.com/t/software-updater-windows-11-problem/232056

Re: Norton Security

Redmenace — Thu, 30 Jan 2025 12:11:49 GMT

Thanks WSH, I'll give this a careful look. I appreciate your help.

Re: Norton Security

Redmenace — Thu, 30 Jan 2025 16:03:09 GMT

I've now had a chance to look through your latest advice and I sadly realise that I am swimming way too deep for my own safety!

The Norton message tells me this is low risk, and as I am certain that ExpressVPN has never been installed by myself (as the only user), I must assume that it came pre-loaded with the laptop when bought as new. I know virtually nothing about this programme either, except that, as I understand it, this is a subscription service (bar a first month free offer), which I have never paid a penny for in my three years of ownership. Therefore, it begs the question. As I am not paying to use it, is it actually active and, if so, is it not worth worrying about? I would appreciate your thoughts...

Re: Norton Security

WSH — Thu, 30 Jan 2025 17:20:08 GMT

Sorry, I'm getting a bit confused here. Is it Noton that's not updating or ExpressVPN? If it's the latter and you didn't pay the subscription once the free month expired it was probably deactivated, which is why it's never updated.

If it is the VPN, ExpressVPN must have a support site. Might be worth tapping them up about it and asking how you remove it.

Re: Norton Security

Redmenace — Thu, 30 Jan 2025 17:48:21 GMT

It is relating to ExpressVPN, but the apparent problem came to light via a random Norton scan. I must point out that not only have I never paid anything for this app, I never even downloaded it in the first place, so it must have been pre-installed. I take it from your advice that it is all but certainly deactivated which, if that is the case, I shall not worry about it and leave it there. Thank you so much for your help though, it is much appreciated.

Re: Norton Security

licquorice — Thu, 30 Jan 2025 19:13:48 GMT

You can tell Norton to exclude it from the update list.

Re: Norton Security

Redmenace — Sun, 02 Feb 2025 11:26:55 GMT

Thank you very much for your advice.

Re: Norton Security

gg30340 — Sun, 02 Feb 2025 11:33:31 GMT

If you don't use Express VPN and it sounds like you don't, just uninstall it.

See link if you are not sure how to do that.

https://www.expressvpn.com/support/troubleshooting/uninstall-expressvpn-app/?srsltid=AfmBOopGl1UOKVCkOnY0R4lagyDkFLYi17AfboM8hY6yOhTi9V-Wf27a

Re: Norton Security

Redmenace — Mon, 03 Feb 2025 16:41:54 GMT

Thanks. I've now completed to my satisfaction with the help of ExpressNVP, so the case is now closed. Thank you for your suggestions, I really appreciate it.