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Kudos0

NIS System Tray icon missing

It appears that the latest update to NIS which arrived yesterday has caused the system tray icon to vaporize.

Windows XP SP3

NIS 2010

Microsoft Security Center reports that NIS firewall and AV are running. Clicking on NIS in Programs does nothing at all.

I have searched back and incorporated suggested fixes proposed by a thread from last November. When I deleted the entried to the registry that had been suggested, the icon did reappear after rebooting. However on subsequent reboots it was gone again and even deleting those two entried had no effect.

Yesterday, the IE8 update was also installed.

This issue pertains only to my desktop. The notebook is operating normally.

Replies

Kudos0

Re: NIS System Tray icon missing

Hi BobHY

This seems to be a problem with some people who have xp sp3. There are a couple of threads about this. Plankton's thread is about this same problem and he and Symantec are trying to figure out the solution to the problem. I know it's no consolation, but you aren't the only one who has this problem.

This is the thread that I was referring to

http://community.norton.com/t5/Norton-Internet-Security-Norton/Problem-with-NIS-2010-Windows-XP-SP3-17-5-update-Urgent/td-p/193603

Success always occurs in private and failure in full view.
Kudos0

Re: NIS System Tray icon missing

I would suggest you to try to uninstall and reinstall. Download the Norton Removal Tool and run it. You can use the following link:

http://www.symantec.com/symnrt


Restart the computer and run it 2-3 times, restart the computer each time after you run it. Download NIS 2010 again from the following link and install it:

http://www.norton.com/nis10

Kudos1

Re: NIS System Tray icon missing

Hi BobHY:

Yogesh's intent is sincere, but his procedure will not resolve this problem, IMHO.

Please be patient while we try and isolate it. You are not alone.

Thanks.

      Plankton - MCSE, CSQE     - NIS 2009 • NIS 2010 -Windows XP • Vista • 7 • IE 8
Kudos0

Re: NIS System Tray icon missing

Thanks for the replies. At least I'm not alone.

On an update a few months ago my notebook got messed up. Its exasperating! All reviews show Norton to be the best, and I've used it for many years. I've also tried other IS software over the years and had similar issues.

I have a 3 PC license for NIS, and am using it on 2 PCs right now. I have plans to update the desktop from XP to Win 7 shortly. I suspect that the Win 7 installation will need a third license. If I uninstall and reinstall on the XP installation, will that eat up my third license?

Bob

Kudos0

Re: NIS System Tray icon missing

Hi BobHY,

I have sent you additional instructions via the community Private Messenger system, please look for the in the upper right hand corner of any community page.

Vineeth--

Kudos1

Re: NIS System Tray icon missing

Hi,

 

I'm also suffering from this problem, and I'm getting frustrated uninstalling and re-installing NIS 2010 on my XP Pro SP3 box (which, in all ignorance, is the only thing I could think of doing without a real tech support solution posted anywhere),...  when I recognize NIS 2010 has vaporized off the taskbar and none of the remaining NIS 2010 entries in Startup do anything. I didn't see it mentioned previously on this thread, but my indication NIS 2010 has gone away is I usually notice a new NIS 2010 icon on my desktop that does zero when I double-click it. NIS 2010 has now gone missing after the last two Windows Updates.

 

Thanks for working on this one. I really don't enjoy flying the big scary outside world without a parachute.

 

I've subscribed to this thread, so I'll try to keep an eye out for a speedy resolution.

 

  ...Karl

"Sometimes you're the windshield, Sometimes you're the bug!"
Kudos0

Re: NIS System Tray icon missing

Hi Karl,

I have sent you additional instructions via the community Private Messenger system, please look for the in the upper right hand corner of any community page.

Vineeth--

Kudos0

Re: NIS System Tray icon missing

I have also had the System Try Icon for NIS 2010 disappear. Trying to run the program from the Start Menu does nothing. Rebooting the computer has taken care of the problem but a week ago I had to reinstall NIS to fix the problem.

NIS 2013Windows XP Pro SP3IE8
Kudos1

Re: NIS System Tray icon missing

I would like to report the same problem.

I have four systems running XP SP3.

Only one of the PCs has not experienced this.  Others have experienced it in various forms.

I believe it to be timing related with some relationship to processor speed and number of items in the start up.  Disabling everything in the startup appears to clear the problem (as if the installation did not complete properly).  However, for one system there are intermittent problems with NIS10 loading properly.

I also have to say that I am very dissappointed.

The current installed base of XP SP3 is quite substantial.  It is hard to fathom how an SQA lab would fail to turn this up.  Between this and SONAR2's lose cannon approach to software security, I am very dissappointed with NIS10.  I regret not chosing to stay on NIS09.

Kudos0

Re: NIS System Tray icon missing

Hi Mark_Kratzer:


You wrote:

"The current installed base of XP SP3 is quite substantial.  It is hard to fathom how an SQA lab would fail to turn this up."


I would tend to agree with you, but the real world is different than the QA lab. There are a myriad of permutations.

Hang tight.

      Plankton - MCSE, CSQE     - NIS 2009 • NIS 2010 -Windows XP • Vista • 7 • IE 8
Kudos0

Re: NIS System Tray icon missing

Sorry, but I am really bugged that NIS is the only product I have whose architecture makes it impractical for me to decided when and if I update the executables.  I read this forum daily and yet the time invest in no way allows me to avoid disaster.  What's the point?

I have spent my whole evening mucking around with systems.  One was so compromised that I am restoring an image from before this zero-day patch.  And with the machine off the Internet, I am going to turn off automatic live update and pulse updates until someone figures this thing out before I let it call home to mama.  I guess old protection is better than no protection.

Kudos0

Re: NIS System Tray icon missing

I spent a lot of time playing around trying to isolate the problem before I was smart enough to check the forums. It seems the icon and access to NIS come available for me if I run msconfig and reboot. A subsequent reboot finds the icon gone again, but it is enough of a work-around to get me by until the techs come  up with a perm fix.

Kudos0

Re: NIS System Tray icon missing

Well, this works for now.  An image restore with Automatic Live Update disabled.

<cannot seem to embed an image - oh well>

Which begs yet another design question besides the fact that program patches cannot be set to a manual mode ... why must definition updates and pulse updates be tied to software updates?

Kudos0

Re: NIS System Tray icon missing

Hi all

I had the same problems, and found that I had to uninstall & then reinstall the only problem then was to find that some of my logins were missing from the identity safe and I found that was very inconvenient.  I am hoping that this might have solved it for me but I am not sure if the problem will reappear

Kudos0

Re: NIS System Tray icon missing

My computer started crashing randomly in the middle of the night a month ago.  I noticed that Internet Security 2009 was not running after the reboots, and it would not start when I clicked on the icon.  I rebooted several times and it still would not start.  So I updated to Internet Security 2010 and it loaded fine.  It was running fine in the sys tray and had no problems.  Then a couple nights ago the computer crashed again and now Internet Security 2010 will not autostart and will not start when I click the icon.  Nothing happens.  Any idea or places to start?  Or do I have to keep reloading this thing?  Thanks

Kudos0

Re: NIS System Tray icon missing

Hi Mark and others:

I had requested (twice!) that this entire thread be appended under mine:

http://community.norton.com/t5/Norton-Internet-Security-Norton/Problem-with-NIS-2010-Windows-XP-SP3-17-5-update-Urgent/td-p/193603

This has not been done, so please monitor both threads for additional information.

Thanks.

      Plankton - MCSE, CSQE     - NIS 2009 • NIS 2010 -Windows XP • Vista • 7 • IE 8
Kudos0

Re: NIS System Tray icon missing

Yesterday, nothing I could do would make that icon appear (or for that matter get the NIS window to open from the Start menu). When I started the computer this morning, the icon was present. On subsequent reboots the icon was usually, but not always, present. I also found that when the NIS icon was there, sometimes the icon for PC Magazine's Startup Cop (v5) was missing. In many instances, either, but not both of the icons would be present.  

Kudos0

Re: NIS System Tray icon missing

> nothing I could do would make that icon appear

I too have been having this problem.

It turns out that it was a simple fix -- no uninstall/reinstall required.

I discovered that Windows had decided to hide the icon from the tray.

I clicked on "show icon ..."  (or whatever it was) and it now shows up all the time, like it did previously.

Not sure what caused this change.  Windows update?  NIS update to 17.5.x?

Kudos0

Re: NIS System Tray icon missing

Hi everyone:

This problem occurred right after the 17.5 update push (and rebooting.)

Stay tuned to this thread for further details.

Thanks.

      Plankton - MCSE, CSQE     - NIS 2009 • NIS 2010 -Windows XP • Vista • 7 • IE 8
Kudos0

Re: NIS System Tray icon missing

Could you let us know what OS you are using, inc. the sp .

Also, are you running any other type security program's, firewalls, a/v's or adware.

When you say Norton Icon, do you mean on the Taskbar or the Desktop.

Kudos0

Re: NIS System Tray icon missing

Is the computer a desktop or a laptop? What version of Windows do you have, including Service Packs and 32 bit or 64bit?

Particularly with laptops crashes like that are often due to overheating and overheating can be caused by the airvents being blocked (can happen on your lap or in bed!!) or by the fan/heatsink being clogged with dust and fluff.

Is NIS the only application that will not start? Does it start from the Programs menu?

Tell us a little about he circumstances.

Hugh
Kudos1

Re: NIS System Tray icon missing

Sorry!  Desktop, running XP SP3, It seems I'm not the only one with the Norton problem.  Yes the desktop icon does not start Norton.  I also go into services and try to start it because it says it is stopped and I get this error:

"Windows could not start the Norton Internet Security on the local computer.  For more information, review the system event log.  If this is a non-Microsoft service, contact the service vendor and refer to the service specific error code."

I then go to the event log and this is what it says:

Event Type: Error
Event Source: Service Control Manager
Event Category: None
Event ID: 7024
Date:  1/23/2010
Time:  6:40:18 PM
User:  N/A
Computer: 
Description:
The Norton Internet Security service terminated with service-specific error 4294967295 (0xFFFFFFFF).

For more information, see Help and Support Center at http://go.microsoft.com/fwlink/events.asp.

As for the computer crashing, I thought maybe it was cooling, so I did a complete clean of inside the computer.  Re-Seated all cards and it still happens.  When it happens next time I'll get that event.  I don't think the two are related (Norton and Crashing), at least I hope not.

Hope this sheds some more info.  thanks  for the help.

Kudos0

Re: NIS System Tray icon missing

If you go into 'Properties' for the 'Norton' in 'Services, is it set to Automatic ?

Also, if you click 'Recovery', what is selected for First & Second  'Failures' ?

Kudos0

Re: NIS System Tray icon missing

Yep in Services it is Automatic.  1st and 2nd Failure attempts are set to restart service.

Kudos0

Re: NIS System Tray icon missing

What version of NIS 2010 are you running now

Go to Norton Window  --  Help & Support  --  About

Have you tried running 'Malwarebytes, just in case you have any malware ?

Link below.

Download the free version, install, update, then do a full scan.

http://www.malwarebytes.org/

Kudos0

Re: NIS System Tray icon missing

Hi Everyone,

We are working on this issue. I would like to collect the log files to find the root cause of this issue . You can find the steps to collect the logs in the following knowledge Base Article:

Sending log file information to Symantec

Once you perform the steps, you can find the log files under:

For Windows XP: C:\Documents and Settings\<Currently logged in User>\My Documents\Symantec\ErrLogs\

For Windows 7 or Vista: C:\Users\<Currently logged in User>\Documents\Symantec\ErrLogs

I request you all to collect the log files and send it to me. Please send me a PM once you have the logs with you. I will help you in uploading the logs. I appreciate your co-operation. 

Thanks!

Vineeth

Kudos0

Re: NIS System Tray icon missing

Vineeth,

Is it of any use to send a log file when everything is operating normally? This problem is definitely sparodic.

Bob

Kudos0

Re: NIS System Tray icon missing

Not really..... However if you get a chance to reproduce the issue and collect the logs, please let me know.

Vineeth--

Kudos0

Re: NIS System Tray icon missing

As for Norton, It will not load so I have no clue what version it is.  I'm sure it is current because of the problem I'm having.  It's the same as everyone else with this version. 

I ran Malwarebytes and it found 1 file and one reg. item that I deleted.  The computer has not crashed in about 2 days, so lets see if it never crashes when Norton isn't running.  I'll keep monitoring it.

Kudos0

Re: NIS System Tray icon missing

Hi,

I had the same problem with Nis 2010.  To fix my problem I had to install Nis 2009.  There is a problem with the patch for Nis 2010 that came out last week.!!!  I am sorry that you are having problems. 

Thanks

Kudos0

Re: NIS System Tray icon missing


johns03xb9r wrote:

As for Norton, It will not load so I have no clue what version it is.  I'm sure it is current because of the problem I'm having.  It's the same as everyone else with this version. 

I ran Malwarebytes and it found 1 file and one reg. item that I deleted.  The computer has not crashed in about 2 days, so lets see if it never crashes when Norton isn't running.  I'll keep monitoring it.


You can check the version through Windows Explorer reasonably surely if you track down to:

C:\Program Files\Norton Internet Security\Engine is where my files are located and you should find one or two folders there with the version number as their label.

That does assume that your update did apply correctly which is slightly a bone of contention at the moment ..... If you have only one folder under Engine then you can be pretty certain  that that is what you have; if you have more than one such folder then it should be the highest in the format 17,nn.nn.nnn

Someone else may know a more precise way by checking other files.

Hugh
Kudos0

Re: NIS System Tray icon missing

Yep only one folder there and it is labled 17.5.0.127

As I understand from reading, it is the 17.5 update that caused some problems with some XP users like me!  Weird thing also is that I had Norton as my firewall and turned off the windows firewall.  Now that this isn't working my Windows firewall is still off but now programs cannot talk to the internet, ie. Rhapsody.  I also downloaded Google Chrome and it couldn't connect to the server to install.  Then when doing the Malware software I tried to have it check for updates and it said it couldn't connect.  I wonder if the firewall is still running but not working properly to allow programs access.  It's the oddest thing.

Kudos0

Re: NIS System Tray icon missing

Can you get Norton to run, by double clicking the file :-

C:\Program Files\Norton Internet Security\Engine\17.5.0.127\uiStub.exe

It may take a little while to load up.

Kudos0

Re: NIS System Tray icon missing

Hi BobHY:

Keep rebooting and eventually it will happen.

That's when the SymNRA tool comes into play.

It uses the Microsoft Event Trace utilities which will hopefully trap it.

 

Patience.

      Plankton - MCSE, CSQE     - NIS 2009 • NIS 2010 -Windows XP • Vista • 7 • IE 8
Kudos0

Re: NIS System Tray icon missing

Nada!  No response.

Kudos0

Re: NIS System Tray icon missing

Could you try :--

Open up another User Account with a completely different name, give it Administrator rights,

Then Reboot and log in to that account,  and see what happens.

Kudos0

Re: NIS System Tray icon missing

Same thing with a new account with Admin rights.  The hour glass flashes for a half second.

Kudos0

Re: NIS System Tray icon missing

Sorry, you edited and added the reboot.  I'll give that a go.

Kudos0

Re: NIS System Tray icon missing

Unfortunately Nada.

Kudos0

Re: NIS System Tray icon missing

I am experiencing possibly the same problem. The Norton icon does not appear in the System Tray/Notification area. I know the program is running because I can see it listed in Security Task Manager. Clicking the Norton icon in 'Start > Programs' does not make the icon appear but only produces a momentary hour-glass movement (presumably because the program is already running). The computer does not shut down as normal either. Svchost.exe (I think it was) has to be ended manually.

Unlike the OP, the difficulty doesn't arise as the result of a crash. The icon just doesn't appear when the computer boots up. I was unable to cure it the first time it happened so I used an Acronis disk image to put matters right. The system then updated with the latest Microsoft patch and the latest Norton update. I thought that was it. The Norton icon appeared on the couple of boot up cycles tried. Unfortunately, the problem recurred today. The icon did not appear on the first boot. However, this time it did after closing down and trying again. Perhaps a few boots are needed to see what happens but I can say with certainty that there has never been a problem with the icon in the past.

The difficulty seems to have arisen since the Norton (toolbar) update. At about the same time this was released, so was a Microsoft update. I don't know if that would have a bearing on anything.

Running NIS 2010 on XP Pro SP3.

Edit: Just to say that the icon did not appear on a restart of the computer but did when trying it for a second time. A bit hit or miss it seems. The service that needs ending manually is ccSvcHst. Windows cannot close it. A 'not responding' message is given if I just leave it.

Kudos0

Re: NIS System Tray icon missing

I rebooted twice this morning and the system tray icon would not show up. I could not start NIS from the Start Menu either - nor could I run LiveUpdate from the Start Menu.

I uninstalled NIS 2010 and reinstalled.  Then I checked this forum and found Vineeth's message about using SymNRA. I have installed it and rebooted.  Of course, the NIS icon is present and Report Assistant tool window is showing.

I checked the XP event log and noticed that and error occurred during one of the earlier boots:

Service Control Manager - event id 7000

The Intuit Update Service service failed to start due to the following error:

The service did not respond to the start or control request in a timely fashion.

Clicking Finish in the Report Assistant prompts for a reboot so I clicked "Cancel".

Since everything is working (for now), I tried to end the SymNRA process with Task Manager but it won't let me.

It would be nice if you could terminate the Report Assistant without rebooting and repeating the process over and over!

NIS 2013Windows XP Pro SP3IE8
Kudos0

Re: NIS System Tray icon missing

Hi RonCzap and others.

I checked the Event Viewer Logs in XP when this first happened.

Unfortunately there is no data in them to isolate it. I am still using the SymNRA tool to monitor.

This is just an update.

      Plankton - MCSE, CSQE     - NIS 2009 • NIS 2010 -Windows XP • Vista • 7 • IE 8
Kudos0

Re: NIS System Tray icon missing

I installed SymNRA Report Assistant and kept rebooting until the icon failed to appear in the system tray.

I clicked Finish in the tool and rebooted.

I scanned my C: drive and could not find any ErrLogs folder - it seems SymNRA was not able to detect/log the problem.

I am trying again...

NIS 2013Windows XP Pro SP3IE8
Kudos0

Re: NIS System Tray icon missing

      Plankton - MCSE, CSQE     - NIS 2009 • NIS 2010 -Windows XP • Vista • 7 • IE 8
Kudos0

Re: NIS System Tray icon missing

Plankton, Thanks! I didn't perform the steps right the first time but the ZIP file was created when I did it right. However, the upload failed according to the log: Uploading: C:\Documents and Settings\Ron Czapala\My Documents\Symantec\ErrLogs\Otherbf7ce77e.zip SubFolder: Other failed (12029) I think I will start over since the icon always appeared during this last cycle of reboots.
NIS 2013Windows XP Pro SP3IE8
Kudos0

Re: NIS System Tray icon missing

Hi RonCzap:

If you have trouble with the NRA we can start over (to submit.)

Try the submittal again and post back. Thanks.

      Plankton - MCSE, CSQE     - NIS 2009 • NIS 2010 -Windows XP • Vista • 7 • IE 8
Kudos0

Re: NIS System Tray icon missing

Plankton,

   Well, I kept rebooting unitl the icon failed to appear and then created the Report Assistant zip file.

It failed to upload again.

Is there a way to FTP the file to Symantec?

BTW - I noticed 4 occurances of ccsvchst.exe running in task manager prior to creating the zip file. 

Two were listed in all caps and two in lower case. 

Are you a Symantec employee?

NIS 2013Windows XP Pro SP3IE8
Kudos0

Re: NIS System Tray icon missing

I would like to report ther same problem on a system running XP Pro SP3.  I did a clean uninstall of Norton and it didn't do any good.  On the next reboot the icon disappeared and the UI wouldn't load when I clicked on the program icon.  Windows seems to think it is running.

Kudos0

Re: NIS System Tray icon missing

I am running XP sp3 with NIS 2010 also. Tried many things including

  • Complete remove and re-install; worked for two boots then no icon or NIS UI
  • stopping all startup programs for 5 minutes after reboot; no effect
  • No noticeable items in the event monitor

Would be really nice to have Symantec comment on this, even if it is just to let us know the firewall and anit-virus are really functional, as the Control Panel Security center implies.

Kudos0

Re: NIS System Tray icon missing

I downloaded and installed the Norton Report Assistant per Message 20 

I kept rebooting until the icon failed to appear in the system tray and then following the instructions for the tool to create the zip file

Sending log file information to Symantec Technical Support to create the zip file.

The tool's upload failed but I contacted Vineeth who gave me instructions on how to FTP the zip file to Symantec.

I hope they can find and fix the problem soon. I have reinstalled twice in an effort to fix the problem.

NIS 2013Windows XP Pro SP3IE8

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