I have an HP laptop with Windows 7, 64-bit. Last year, I installed Norton 360 (2013) onto my laptop from a disk. This year, I renewed the Norton 360 subscription online; my subscription status now shows the extra year. I hadn't done an online renewal before so I contacted Norton via Live Chat and asked if I needed to do anything else. The rep said I should check to see if I had the latest version and to also run a live update and quick scan.
It took multiple attempts to download Version 21.1.1.7. While downloading, the progress bar would get to ~95% and say there was a few minutes left, then it would suddenly change to ~25% progress and say there were a few hours left. Then the computer would crash. I'd come back and find my computer back to the desktop with a message that my computer had experienced an unexpected shutdown, etc. The Norton 360 window closed. So, I restarted the new version download again. The computer crashed like this 3-4 times. Finally, it got to the screen that said "Finished" but before I could click on the button that said "Finished," my computer crashed to a blue screen again. Norton 360 now lists Version 21.1.1.7 as the current version.
Since the download, my computer has continued to crash every one to 1-1/2 hours. At the top of the blue screen, it says "1gdpmd64.sys Page fault in non-paged area." I'm worried I downloaded a virus with the update. I ran Live Update and a Quick Scan. Since the computer kept crashing, I then ran a Full System Scan, which found several threats and fixed them but crashed before finishing. I restarted the Full System Scan until it completed (took multiple attempts). Unfortunately, my computer is still crashing. How do I fix this problem?
Secondly, out of the blue, I received a phone call from someone who identified themselves as "Mani" from Norton Tech Support. He said he was following up on my chat inquiry from a few days ago. I thought it was odd that someone was calling; he said he'd gotten my phone number from the chat. I told him about the crashing as described above. He wanted to connect to my computer remotely to work on the problem. I decided to do a backup before doing anything. He gave me a case # and told me to call Tech Support at 800-745-6061. After thinking about it, I'm not comfortable giving remote access to my computer. I'm worried this is a scam.
I need to fix my computer but I'm not sure how to proceed at this point. Any advice, please?