Locked out of computer

Question

My computer is locked up after installing Norton360. My mouse and keyboard are not responding. Please help!

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Moved from: Microsoft Security | Windows Autopilot

Answer 1

If your computer is locked up and unresponsive after installing Norton360, you may need to perform a hard reset. Here are some steps you can try:

1. Force Restart: Press and hold the power button on your computer until it turns off. Wait a few seconds, then turn it back on.
2. Check for Hardware Issues: If the keyboard and mouse are still unresponsive after restarting, try connecting them to different USB ports or using different devices to rule out hardware failure.
3. Boot into Safe Mode: If your computer starts but remains unresponsive, try booting into Safe Mode. You can usually do this by pressing F8 or Shift + F8 during startup. In Safe Mode, you can uninstall Norton360 or troubleshoot further.
4. System Restore: If you can access Safe Mode, consider performing a system restore to revert your computer to a state before Norton360 was installed.

If these steps do not resolve the issue, you may need to seek further assistance from technical support or consider reinstalling the operating system if necessary.

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References:

• Debugging a Stalled System
• Devices are not working before you log on a computer that's running Windows 10

Answer 2

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Hi, I understand how stressful it is when your computer locks up right after installing something.

This usually happens because Norton360 loads drivers and services during startup that can sometimes conflict with Windows input drivers, causing the keyboard and mouse to stop responding.

The quickest way to fix this is to force a restart by holding the power button for about 10 seconds, then turn it back on.

If it still freezes, try booting into Safe Mode by interrupting the boot process three times to access the recovery menu, then choose Safe Mode and uninstall Norton from there.

You can also check if your peripherals work by switching USB ports or using a wired connection if they’re wireless.

If Safe Mode works, you might also consider running System Restore to roll back to before the installation.

Do you want me to guide you through creating a recovery USB or the exact steps to uninstall Norton in Safe Mode?

Regards,
Aron