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Computer Question

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This is not a homework question, but does anyone know how I could fix this:
my cousin has Norton Internet Security and she has over 200 days of subscription remaining. But the thing is that none of the scans work. Also whenever she clicks Norton Internet Security these boxes cut out the page to show the background. I tried downloading the Norton Recovery Tool but the CD that I burned it to does not work.If anyone could help that would be great...she also said that it didn't work from the start when she got Norton Internet Security.

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