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Norton 360 appears to be blocking my scanner

I have a client with a Brother MFC8840D which is mainly used for scanning.

She removed her old antivirus and replaced it with Norton 360 Premium today, but since installing the Norton she cannot scan anything.

I have gone into Norton Firewall settings and I have allowed through all the *.exe files in the Brother folder and rebooted but we are still getting a CC3-205-03031f02 error.

Any ideas please. The pc is running Vista.
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bill2013
Asked:
bill2013
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1 Solution
 
Mohammed HamadaSenior IT ConsultantCommented:
I think what happened is that Norton 360 have deleted or quarantined some suspicious files which belong to your Brother scanner.

Try reinstalling the driver or the entire application for Brother once again and see if that works?
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btanExec ConsultantCommented:
You can check out this below. Any enabled anti-virus (Kaspersky, McAfee, Norton, AVG, etc) / firewall programs should be temporarily disabled during the installation of the driver. Have the driver uninstall and reinstall then with FW disabled
http://support.brother.com/g/b/faqend.aspx?c=ca&lang=en&prod=mfc240c_all&faqid=faq00002947_000

May also want to try restart MFC too
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bill2013Author Commented:
Thanks will try your ideas.
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btanExec ConsultantCommented:
Also there is a Trusted device setting if that can help
https://community.norton.com/t5/Other-Norton-Products/Norton-Security-Suite-blocks-a-scan-job-sent-from-a-network/td-p/666627

Some even drill into allowing the below in FW rule for MFC
   a) Network Scanning: Internal/External UDP 54925
   b) Network PC-Fax Receiving: Internal/External UDP 54926
   c) Network Printing and Remote Setup: Internal/External UDP 137

Others added obeservation from the Windows logs and found that it was trying to connect to the Printers Name (BRN_xxxxx).  After adding the TCPIP address of the printer to the host file and pointed it to the machine name, it help them..

Nonetheless, FW is definitely the cuplrit
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bill2013Author Commented:
At the start, I did try disabling the Norton firewall and the antivirus, but same error.

I had an online chat with Norton and they said if it didn't work with those disabled it wasn't a Norton problem, but the error msg point to a firewall issue, and the installation of 360 disables the Windows firewall.
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Mohammed HamadaSenior IT ConsultantCommented:
Try disabling all Norton protection including the antivirus, firewall, spam ..etc and check if that would make it work.

Norton might be blocking some files activities that are related to the driver or the scanning.

If none work, try to completely uninstall Norton, reinstall the driver and just get a free antivirus like Microsoft essential security or avira. I'm using these on my servers and on end user desktops/laptops.
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bill2013Author Commented:
Sounds like a full uninstall of Nortons, followed by a reinstall of the Brother is the only answer.

Client renewed Norton 360 Premium and they originally wanted £80 one user/12 mths. When this was declined it offered 360 standard three users/24 mths for £39.

Accepted this and downloaded the "new" software, only to find it was the Premium version we had removed to install the 360 standard. With the reinstallation the previous settings were lost.

I am tempted to go for a free lighter options, but will see it I can get 360 working first.
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Mohammed HamadaSenior IT ConsultantCommented:
I'm not sure who recommended Norton for you or your client. I'd go for a lighter option without thinking if I were you.

This is my personal opinion though.
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bill2013Author Commented:
I can't recall ever seeing "Norton 360" and "a pleasure to use" in the same sentence, but I was asked to help someone renew their Norton software, so what do you do.
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btanExec ConsultantCommented:
best option is to uninstall and reinstall if Norton is still the preference. supposedly as shared prev, FW shd be installed first before the other device driver to scanner etc. Actually it shd not matter but apparently Norton has this issue. You may want to suggest other FW like tinywall if option is open.
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bill2013Author Commented:
I've requested that this question be closed as follows:

Accepted answer: 0 points for bill2013's comment #a40036972

for the following reason:

Mohammed's answer was the closest. Norton's claim that 360 wasn't causing the problem was rubbish.

Fully removed 360 and even before a reboot scanner worked perfectly. Installed 360 and Norton worked perfectly.

Don't believe everything Norton tell you.
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bill2013Author Commented:
.
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bill2013Author Commented:
I HAVE NOT REQUESTED THE QUESTION BE CLOSED - i HAVE ACCEPTED THE BEST ANSWER.

NEW SYSTEM NEEDS ATTENTION!!!!
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