Frequently asked questions
Troubleshoot virus and threat protection
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Why is Norton AntiVirus unable to repair my infected files?
If Norton AntiVirus cannot repair your infected files, you may not have the most current virus protection on your computer. Update your virus definitions regularly to protect your computer from the latest viruses.
If, after using LiveUpdate, the virus cannot be removed, the file may be corrupted, or contain a new virus. Do one of the following:
1Quarantine the file and submit it to Symantec.
1Replace the infected file with a clean copy, if one exists, and delete the infected file.
Why am I unable to receive email messages?
If you are using a firewall, it may block access to the Internet features of Norton AntiVirus and prevent receipt of Email messages.
You can temporarily turn off email protection and attempt to download your email messages again.
To temporarily turn off incoming email protection
1In the main window, click Options.
If a menu appears, click Norton AntiVirus.
2In the Options window, under Internet, click Email.
3Uncheck Scan incoming Email.
4Click OK.
5Download your email messages.
6Check Scan incoming Email to turn email protection back on.
Your email client may have timed out. Make sure that timeout protection is turned on.
If you continue to experience problems downloading email messages, turn off email protection.
