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Message 1 of 12

Norton Security

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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...

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Message 2 of 12

Re: Norton Security

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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).

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Message 3 of 12

Re: Norton Security

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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.

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Message 4 of 12

Re: Norton Security

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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

 

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Message 5 of 12

Re: Norton Security

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Thanks WSH, I'll give this a careful look. I appreciate your help.
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Message 6 of 12

Re: Norton Security

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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...

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Message 7 of 12

Re: Norton Security

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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.

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Message 8 of 12

Re: Norton Security

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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.

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Message 9 of 12

Re: Norton Security

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

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Message 10 of 12

Re: Norton Security

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Thank you very much for your advice.

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