• All Community
    • All Community
    • Forums
    • Ideas
    • Blogs
Kudos0

Norton from comcast

Last night I tried to down load Norton to my PC. I followed all the steps, but my PC would lock up. I got Norton support involved, but 2 1/2 hours later, they still couldn't get it to load. It would lock up after extracting the files and start to initialize, total lock up, had to manually shut down.No mater what they tried, it kept doing it. A supervisor is suppose to call me tonight and try again. I was wondering if anyone else has had any problems like this?

Replies

Kudos0

Re: Norton from comcast

You said you followed all the steps - can you provide a link for the steps you followed, so we know which steps you are referring to?

DId you have McAfee (or any other AV) installed prior to attempting to install CNSS?   If so, how did you remove it.

If McAfee, did you run the McAfee removal tool?

Did the Norton help people already ask these questions?   If so sorry for repeating them.

Kudos0

Re: Norton from comcast

Which Windows do you use?

And is your Windows User an admin/power user account? If no, do you know the administrator account's name and password? You can only install Norton products with administrator privileges.

Windows 8.1 Embedded Industry Pro x64 Hungarian, Norton 360 v21.5.0.19
Kudos0

Re: Norton from comcast

I did have Mcafee and used the tool from the comcast / Norton site. The tech person also went in to make sure it was all removed. He went into "everything" to try and get it to load.

Kudos0

Re: Norton from comcast

I have Windows X/P. I am the admin. for my PC. I even tried it in safe mode with networking and it still locked up. I'm telling you, the tech person went into everything.

Kudos0

Re: Norton from comcast


kjnk wrote:

I have Windows X/P. I am the admin. for my PC. I even tried it in safe mode with networking and it still locked up. I'm telling you, the tech person went into everything.


kjnk - please keep us posted after they call you back.

Kudos0

Re: Norton from comcast

Hello kynk

It is possible that the program couldn't be installed because you have malware on your computer. Do you have any other firewalls installed besides the windows one?I would suggest a full scan with the free version of Malwarebytes.

Download the free version, install and update then run a FULL scan. After the scan completes you should post the logs back to this thread.

You can find Malwarebytes here

http://www.filehippo.com/download_malwarebytes_anti_malware/

It is a safer location to get the program from than malwarebytes themselves because some malware creators have large lists of sites that they block. Please be careful to down load the correct program ----the FREE version of MALWAREBYTES

(Thanks to Delph for providing the alternative site)

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

Re: Norton from comcast

Actually, I did have malwarebytes on my pc, which I ran about once a week. The tech thought that it may have been blocking the Norton down load, so he removed it also.

I'm wondering if the Microsoft / windows firewall could be causing the problem?? I don't remember seeing the tech do anything with that.

Kudos0

Re: Norton from comcast

NSS should close the Windows firewall during the installation.  Other security software that doesn't allow changes to the registry like Spybot S & D can be problematic.  Other hidden malware can also prevent installation.  The free version of Malwarebytes does not interfere and is good to have available.

Under certain circumstances profanity provides relief denied even to prayer.Mark Twain
Kudos0

Re: Norton from comcast

I'm going to re load the malwarebytes again and run it before connecting to Norton tonight. I do remember having Spybot, but I'll have to check to see if it is still loaded on my PC ( I thought I tried to get rid of it before and it wouldn't let me ). I'll also check on the Windows firewall.

Kudos0

Re: Norton from comcast

Hello kjnk

I would also recommend that you get a new, fresh download from the Comcast  site and try to install that. It's possible that you got a bad download when you downloaded it the first time. It appears that now you don't have any protection on your computer so you may have caught something.

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

Re: Norton from comcast

I'll probably wait for Norton to call me tonight and see what they come up with.

Kudos0

Re: Norton from comcast

This is latest concerning the problem with down loading Norton from Comcast.

Last night the second tech from Norton spent 2 hours trying to get it to load. After that he passed it to someone "higher" then himself. This "higher" tech spent the next 3 hours trying to do it. I swear, he was into things I didn't even know were in a PC!! Still he couldn't get it to work. I threw in the towel, but he wanted to check one more thing. Well, it seems like the Windows installer is not working correctly! He said to go to Microsoft and down load an update for it. I'll be trying that tonight and see what happens.

Kudos0

Re: Norton from comcast

kjnk - this is turning into a best seller, I certainly hope it has a happy ending for you! 

Please continue to keep us curious ones updated.

Kudos0

Re: Norton from comcast

Will do!!

Kudos0

Re: Norton from comcast

I don't think that it is an issue with Windows Installer. Norton 360 V3, Norton Security Suite and Norton 2009 products use a different way of installation. In meantime, try these steps:

1. Create a new Windows User Account with Administrator rights for temporary purpose.

2. Restart the computer and log into the newly created Windows User Account.

3. You can download a new copy of Norton Security Suite from Comcast.

4. Install Norton program, run LiveUpdate repeatedly until you receive all the updates.

Let us know the results. There is a similar thread for Norton 360 V3 which got resolved after deleting and reintalling the Network Card Driver:

http://community.norton.com/t5/Norton-360/Cannot-get-past-quot-Initializing-quot-on-Norton-360-v3-Install/m-p/175751


Kudos0

Re: Norton from comcast

Where can I get directions for the network card part??

Kudos0

Re: Norton from comcast


kjnk wrote:

Where can I get directions for the network card part??


Follow the link give to you and read the Solution by clicking on the Solution link there which will take you to the message with a green background where the user explains how they dealt with their network card driver.

If that is not clear to you please ask.

Hugh
Kudos0

Re: Norton from comcast

I didn't use the Comcast/Norton removal tool for Mcafee but rather this tool right from Mcafee themselves. It will clean up ALL traces. Just a thought for you to consider, best of luck.

http://service.mcafee.com/FAQDocument.aspx?lc=1033&id=TS100507

Kudos0

Re: Norton from comcast

If it was the network card driver, wouldn't that prevent me from downloading other programs??   I know I can download Malwarebytes. I haven't tried anything else yet.

Kudos0

Re: Norton from comcast

Did you try the steps I provided in my previous post?

Kudos0

Re: Norton from comcast

Actually, the "higher" tech from Norton tried that.......no good.

Kudos0

Re: Norton from comcast

Norton is sensitive to drivers whereas most other programs are not.  If you have any Logitech software, that can also be problematic on rare occasions.  Check audio, video, and network for updated versions.

Under certain circumstances profanity provides relief denied even to prayer.Mark Twain
Kudos0

Re: Norton from comcast

I think, you have already tried Safe Mode with Networking. Can you try to boot your computer in just Safe Mode and then try to install?

Kudos0

Re: Norton from comcast

Navigate to the folder C:\Documents and Settings\All Users\Application Data\NortonInstaller\Logs. You can find a url.txt file inside the Logs folder. Please attach the url.txt file to your next post.

NB: You have an option "Add Attachment" at the bottom when you compose your mails.

Vineeth

Kudos0

Re: Norton from comcast

I think I did try that, but the set up folder didn't appear on my desk top in safe mode.......I'll check / try again tonight.

Kudos0

Re: Norton from comcast

Vineeth,

 there was no url.txt file with that extension. But there was a logs folder with information in it. I attached something, if you want to look at it. I'm not sure if it worked.

Kudos0

Re: Norton from comcast

Safe mode didn't work either.

Kudos0

Re: Norton from comcast

I used that tool you linked to. It seemed like it removed somethings, but sadly, the download still didn't work.

Kudos0

Re: Norton from comcast

kjnk - did you ever get with micorsoft about the windsows installer update??

Kudos0

Re: Norton from comcast

Yes, got the latest update for it.   I'm about to give up and have someone come here and try to do it.

Kudos0

Re: Norton from comcast

Hi Kjnk,

I apologize if this seems like a repeater questions you may have heard a million times but can you tell us on this board exactly what happens and when? What Operating System, model of computer, etc. From what I gather, you are able to download the installer file and when its extracting that's when your computer "locks up". Is that correct?

I would also like to see how the Microsoft Installer Fix went. I presume that would not be a cause in this case as Norton Security Suite is using Norton 360 3.0 installer which is DING.

May I suggest that you try to run this tool to cleanup the Norton Download Manager files Here

Then try this:

Make sure that you take a backup of registry before you perform the steps:

1. Exit all programs.
2. Depending on your version of Windows, do one of the following:
    -In Windows XP: Click Start > Run.
    -In Windows Vista or Windows 7: Click the Start button, and then click All Programs > Accessories > Run.
3. In the Run dialog box, type the following text:
    %allusersprofile%
4. Remove all files that were downloaded in Symantec Temporary Files folder. 
5. Depending on your version of Windows, do one of the following:
    -In Windows XP: Click Start > Run.
    -In Windows Vista or Windows 7: Click the Start button, and then click All Programs > Accessories > Run.
6. In the Run dialog box, type the following text:
    regedit
7. Click OK.
8. Navigate to the following registry key:
   HKEY_LOCAL_MACHINE\Software\Symantec\BDM
9. Select the BDM key(if present) and then press Delete. Click Yes to confirm the deletion. 
10. Exit the Registry Editor.
11. Depending on your version of Windows, do one of the following:
    -In Windows XP: Click Start > Run.
    -In Windows Vista or Windows 7: Click the Start button, and then click All Programs > Accessories > Run.
12. In the Run dialog box, type the following text:
   %temp%
13. Click OK. The current user's Temp folder opens in Windows Explorer.
13. Depending on your version of Windows, do one of the following:
   - In Windows Vista or Windows 7, on the Organize menu, click Select All.
   - In Windows XP, on the Edit menu, click Select All.
14. Press Delete. If you are asked to confirm the deletion, click Yes.
15. Start the download again and then install.

If this does not work could you please attach a text file of your bootlog:

1. Go to start menu-->run

2. Type in msconfig-->press ok

3. Click on the boot.ini tab

3. Check the box that says /bootlog.

4. Click apply, ok, reboot when your ready.

To get the log file:

1. Click on Start-->Run

2. Copy and paste:  c:\windows\ntbtlog.txt

3. In notepad go to the edit menu and choose select all.

4. In the edit menu choose copy.

5. Under file click on new

6. In your blank notepad go to edit then paste.

7. Please attach this file

Regards,

Nathan-

Kudos0

Re: Norton from comcast

Nathan,

                I'm using Windows XP home edition on  a Dell Dimension 8200.   The actual lock up happens just after initializing begins .I've down loaded the latest Windows installer, I think it is 4.0.

      I'm not comfortable working with the registry, but the last "higher" tech from Norton went in remotely and did most if not all of the steps you mention here. I could go through it again, it seems like I have nothing to lose since I can't really get on the internet to do anything else without virus protection.

     Also, I tried to load Norton from a disk and it happened at the same point.

Kudos0

Re: Norton from comcast

Nathan and anybody else who wants to see,

attached is a portion of my boot log. I couldn't attach all of it because of its size. So take a look and let me know.

I don't think the attachment came out correct.......

File Attachment: 
Kudos0

Re: Norton from comcast

kjnk - it won't help to correct your problem any, but if you use wordpad instead of notepad, you will be able to create a larger document and it should stay formatted when you attach it.  At least that would get Nathan and others your whole log.

Kudos0

Re: Norton from comcast

Yank,

              haven't heard of wordpad.

But one thing I did notice in the log, is that it "Did not load driver GVC-REALTEK Ethernet 10/100 PCI Adapter"

Kudos0

Re: Norton from comcast


kjnk wrote:

Yank,

              haven't heard of wordpad.

But one thing I did notice in the log, is that it "Did not load driver GVC-REALTEK Ethernet 10/100 PCI Adapter"


Like Notepad, Wordpad is built into Windows: START / Programs / Accessories > Wordpad

It's more featured than Notepad and allows formating.

Hugh
Kudos0

Re: Norton from comcast

 huwyngr,

 

       sorry, I checked, for some reason, I don't have wordpad.

Kudos0

Re: Norton from comcast


kjnk wrote:

 huwyngr,

 

       sorry, I checked, for some reason, I don't have wordpad.


You really should have if you are using Windows! <g>

Mine is located:

"C:\Program Files\Windows NT\Accessories\wordpad.exe"

where C: is the drive my installation of Windows XP installation is on.

Please have another look. Or just use Search for files and look for wordpad.exe but make sure all the search options including system files is ON.

You haven't done any "tidying up" of your XP have you? Removing things you think Windows or you don't need?

Hugh

Replies are locked for this thread.