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Kudos0

Please help - 2 system tray icons!

Firstly, hello - this is my first post!

Secondly, I hope you can help me!

I was given a new laptop a month ago as a birthday present, and it came with a free 60 day trial of Norton Internet Security (or something like that). I was also bought a CD version of Norton 360.

A few days ago, I successfully got round to installing the Norton 360 that I was given.

Last night I was on the laptop, and noticed that there were 2 identical 'Norton 360' icons in the system tray - both of which took me to the same place when clicked on (the control panel thing for Norton 360).

I guess I have a few questions...

1. Why are there 2 system tray icons for the same thing?

2. Is this anything to do with having a trial version of Norton already on the laptop when I installed 360?

3. Is 360 actually running twice, and therefore using more system resources than it should be?

4. How can one of them be removed?

Please help! :(

Replies

Kudos0

Re: Please help - 2 system tray icons!

Hi MPB

Welcome to the Norton Community

Thank you for contacting us regarding the issue you are having with your Norton Product.

Did you do a full uninstallation of the NIS trial before installing Norton 360. It may be worth running the Norton Removal Tool to ensure everything was fully removed and then reinstalling your Norton 360 from your CD and running liveupdate to get it to the very latest level.

The Norton Removal Tool will remove all Norton Products on your system and can be obtained from here

http://www.symantec.com/norton/support/kb/web_view.jsp?wv_type=public_web&ssfromlink=true&sprt_cid=963e7e9e-e723-4334-adae-64777279e15e&seg=hho&ct=us&lg=en&docurl=20080710133834EN

We look forward to the time when the Power of Love will replace the Love of Power. Then will our world know the blessings of peace. ~William Ewart Gladstone
Kudos0

Re: Please help - 2 system tray icons!

Hi there - thanks for your prompt reply.

No I didn't uninstall the trial prior to loading 360 - I naively expected this to be done automatically as part of the installation process!

Would this explain why I have 2 system tray icons though? It does seem strange that both icons are for Norton 360 (rather than 1 being for 360 and 1 for Internet Security??)

Kudos0

Re: Please help - 2 system tray icons!


MPB wrote:

Hi there - thanks for your prompt reply.

No I didn't uninstall the trial prior to loading 360 - I naively expected this to be done automatically as part of the installation process!

Would this explain why I have 2 system tray icons though? It does seem strange that both icons are for Norton 360 (rather than 1 being for 360 and 1 for Internet Security??)


Sometimes, in similar circumstances to yours, the removal of one programme by another does not fully uninstall everything and things get left behind that can, under some circumstances, cause issues. In your case I would recommend that you uninstall Norton 360 via the control panel. Run the Norton Removal Tool a couple of times with a reboot after each run - this should ensure that everything is cleaned out (NIS trial and Norton 360) and then reinstall your Norton 360 product and update it fully. Your product key will remiain on your system and should be picked up when you reinstall.

We look forward to the time when the Power of Love will replace the Love of Power. Then will our world know the blessings of peace. ~William Ewart Gladstone
Kudos1

Re: Please help - 2 system tray icons!

Hi MPB:

Are you running Windows 7? There have been other posts reporting two identical Norton icons in the tray, and it seems that this is related to Windows 7; you can check the thread below to see if you are experiencing the same issue; you will find the solution in dbrisendine's post but since it involved editing the Windows registry, by all means back up your registry beforehand (instructions for backing up the Windows 7 registry can be found here):

http://community.norton.com/t5/Norton-Internet-Security-Norton/2-NIS-icon-on-sys-tray/td-p/215428

Kudos0

Re: Please help - 2 system tray icons!

Yes, I am using Windows 7 - and it does appear that I am having the same issue.

Are we saying that using the Norton Uninstall and then reinstalling 360 will not resolve the problem then?

I could attempt to follow the instructions that you kindly provided to amend the registry to 'resolve' the problem, but before I go to to the trouble, I want to try and understand exactly what the problem is....

Is it just that it is showing 2 icons, ie. it is just a visual blip, or is it that something is actually 'running' twice and therefore having an impact on system resources?

Kudos0

Re: Please help - 2 system tray icons!

Hello MPB

Having a clean install of N360 wouldn't hurt. As MDTurner has said, you may still have some remnants of the trial version still in your computer. I would try the uninstall and reinstall first to see if that does fix the problem. Then if necessary, you can try what was suggested in the other thread. That's just my opinion.

Success always occurs in private and failure in full view.
Kudos3

Re: Please help - 2 system tray icons!

Hi MPB,

It's difficult to say :-) The twin icons could be a Windows 7 oddity or it could be due to your having installed Norton 360 over NIS. In the thread I posted, the poster mentioned that like in your case, both icons did the same thing - they were twins in every aspect, so this would support the Windows 7 glitch theory. However, if you want to reinstall Norton as mdturner has suggested, please do the following:

Depending on the edition (Standard or Premier) of Norton 360 you have got, please download the latest installation package from the appropriate link below and save it to your desktop.

Norton 360 Standard Edition version 4 (English)
http://liveupdate.symantec.com/upgrade/N360-ESD-17-5-0-127.exe

Norton 360 Premier Edition version 4 (English)
http://liveupdate.symantec.com/upgrade/N360-PREMIER-ESD-17-5-0-127.exe

Download and save the Norton Removal Tool to your desktop from over here:
http://www.symantec.com/norton/support/kb/web_view.jsp?wv_type=public_web&ssfromlink=true&sprt_cid=1a13409b-29db-4397-a286-9dec49f8e252&seg=hho&ct=us&lg=en&docurl=20080828154508EN

NOTE: The Norton removal tool will wipe out any other Norton products installed on your computer, so only use the removal tool if Norton 360 is the only product on your computer.

Also, please keep your Norton 360 product key handy, just in case. You can get it from your Norton account over here:
https://www.mynortonaccount.com/amsweb/default.do

If you use Identity Safe, back up your Identity Safe data beforehand:

http://service1.symantec.com/SUPPORT/nco.nsf/0/e5a44e06f97b3f89882572260060120f?OpenDocument&seg=hm&lg=en&ct=us

Please disconnect from the internet and run the removal tool twice, rebooting after each run. Then install Norton 360 and connect to the internet when it wants to connect to the web. The removal tool leaves your product key behind, and Norton 360 should pick up your key automatically.

Please post back with the outcome. Thanks :-)

Kudos0

Re: Please help - 2 system tray icons!

Hi there - thanks for your comprehensive reply!

I have Norton 360 Version 4.0 'Exclusive Gold Edition' - is this the same as the Premier Edition?

Kudos0

Re: Please help - 2 system tray icons!

Good question - I have never heard of such an edition of Norton 360 before, but I have asked someone who has - Yogesh_Mohan should soon be with you ;-)

Kudos0

Re: Please help - 2 system tray icons!

Hello MPB

How much backup space do you have? That is the only difference between the standard and the premier versions.

Success always occurs in private and failure in full view.
Kudos2

Re: Please help - 2 system tray icons!

Hi MPB,


What is the Online Storage Space available for your Norton 360?


If it has 2 GB of Online Storage Space, then you have Standard Edition. If it has 25 GB of Online Storage Space, then you have Premier Edition. This Norton 360 Gold Edition comes with a special discount card (Gold card) entitling you to a range of special offers including discounts on additional software & services.Normally, it is the Standard Edition. I think, you can download the Norton 360 Version 4 Standard Edition, and use the Product Key from the CD Pack.


Yogesh

Kudos0

Re: Please help - 2 system tray icons!

I haven't yet done anything with the storage / backup space, but from reading the back of the CD box, it appears that it comes with 2GB of online storage.

I guess this answers my question!

Kudos0

Re: Please help - 2 system tray icons!

I am going to be taking the action specified in 'Message 8' (previous page) tonight, but just want to check...

Where it says

"Depending on the edition (Standard or Premier) of Norton 360 you have got, please download the latest installation package from the appropriate link below and save it to your desktop.

Norton 360 Standard Edition version 4 (English)
http://liveupdate.symantec.com/upgrade/N360-ESD-17 -5-0-127.exe "

Do I still need to do this if I purchased 360 on CD? Can I just install it from the CD again rather than downloading it?

Kudos0

Re: Please help - 2 system tray icons!


MPB wrote:

I am going to be taking the action specified in 'Message 8' (previous page) tonight, but just want to check...

Where it says

"Depending on the edition (Standard or Premier) of Norton 360 you have got, please download the latest installation package from the appropriate link below and save it to your desktop.

Norton 360 Standard Edition version 4 (English)
http://liveupdate.symantec.com/upgrade/N360-ESD-17 -5-0-127.exe "

Do I still need to do this if I purchased 360 on CD? Can I just install it from the CD again rather than downloading it?


Of course you can if you find that a better option for you.

We look forward to the time when the Power of Love will replace the Love of Power. Then will our world know the blessings of peace. ~William Ewart Gladstone
Kudos1

Re: Please help - 2 system tray icons!

Hi MPB,

I would recommend downloading Norton 360 from the appropriate link above instead of installing from the CD. Due to the static/fixed nature of the CD, Norton can obviously not update itself; the downloadable installer, however, can be updated at any time with the latest patch. In order to activate the downloadable installer, you just need to type in your Norton 360 product key.

Whichever method you decide to go with in the end: please remember to run LiveUpdate manually after installing Norton 360 in order to immediately obtain the latest updates.

Kudos0

Re: Please help - 2 system tray icons!

Hi there,

Right... I downloaded the Norton Uninstaller program to my desktop, disconnected from the internet, and ran it several times - restarting my PC in between each.

At this point, I had no visible Norton icons in the system tray, or when I clicked on the little arrow to the left of the icons. However, when I clicked on Customize, there were still 4 separate icons listed for "ccsvchst.exe" - 2 of them said "Norton 360" underneath them, and 2 of them said "Norton Internet Security" underneath them. The icon displayed next to both the 360 ones and one of the NIS ones was the usual icon, but the other NIS one was a red circle with a white cross in it.

I have since reinstalled my Norton 360 product and run the live update.

I have checked the icons again, and there are still no visible icons in the system tray, however, there is 1 icon for Norton 360 when I click on the little arrow.

However, if I then click on 'Customize', there are still 4 icons showing, but they have slightly changed. Both NIS icons are still the same (showing as "ccsvchst.exe" - 1 with the normal icon and 1 with the red circle / white cross icon), however, the Norton 360 icons have both changed name from "ccsvchst.exe" to "Symantec Service Framework".

What is going on - is this normal?? Should all of these icons be showing here - or should there be just 1 icon for Norton 360? Does this mean that they are all running?

Kudos0

Re: Please help - 2 system tray icons!

Hi MPB,

I suggest that you try out dbrisendine's solution which I already mentioned before in order to clear out the redundant icons. Please back up your Windows 7 registry beforehand - you can go over here to my previous post to re-read the instructions.

http://community.norton.com/t5/Norton-360/Please-help-2-system-tray-icons/m-p/223774/highlight/true#M31321

Kudos2

Re: Please help - 2 system tray icons!

This is a known bug in Win7's Notification Area.  Cleaning the registry keys that control the icons and rebooting will force Win7 to rebuild the ican database and fix the problem.  The "extra" Icons are there because of the past notification icons; they are not active.

You can also do the following, which does not invole the registry (if you are uncomfortable in editing the registry manually):

(You have to have Hidden and System files visable.)

Navigate to (this is for Win7 / Vista) C:\Users\[user name]\AppData\Local\IconCache.db  and delete this file.  Reboot your system and the Notification Icon database will be rebuilt properly.

Win7 x32 SP1
Kudos0

Re: Please help - 2 system tray icons!

Hi there, thanks for your reply.

I have tried deleting the IconCache.db as you suggested, but following a reboot the icons were still the same.

I am now attempting to go down the registry edit route, but when I open the keys in question, I am unable to 'select all' by using CTRL+A - it just makes a 'ping' noise but doesn't actually do anything!!

Please help!

Kudos0

Re: Please help - 2 system tray icons!

OK so the good news first... I managed to clear both entries by right-clicking on the contents, and there was a 'select all' option.

The bad news... following a reboot the icons remain the same :(

In the icons 'customize' menu, I have 2 icons stating "Symantec Service Framework" with Norton 360 underneath.

I then have another icon (red circle with white cross) for "ccsvchst.exe" with Norton Internet Security underneath.

I don't get it!!

Kudos0

Re: Please help - 2 system tray icons!

I have found the following guide:

http://www.ghacks.net/2010/02/09/remove-old-notification-icons-in-windows-7/

Is this safe to do?

I know that the previous guide said to clear the contents of the key only - NOT to delete the key like advised in this guide?

Kudos0

Re: Please help - 2 system tray icons!

As long as you back up the registry as advised by Yaso_Kuuhl then you could try the solution and can restore the keys should it not resolve your issue.

We look forward to the time when the Power of Love will replace the Love of Power. Then will our world know the blessings of peace. ~William Ewart Gladstone
Kudos0

Re: Please help - 2 system tray icons!

Result!

I followed the instructions in this guide....

http://www.ehow.com/how_5219664_reset-notification-area-icons-windows.html

Now sorted!!!

Thank you to everyone who contributed to this thread - I couldn't have done it without you :)

Kudos0

Re: Please help - 2 system tray icons!

Thanks very much for posting back to let us know that your issue is resolved.

We look forward to the time when the Power of Love will replace the Love of Power. Then will our world know the blessings of peace. ~William Ewart Gladstone
Kudos0

Re: Please help - 2 system tray icons!

Hi MPB,

Glad you were able to sort out the problem; as mentioned before, the multiple icons are a Windows 7-related issue. Thanks for posting back with the good news :-)

If you consider your question answered to your satisfaction, please mark this thread solved by clicking on the grey "Accept as Solution" button of the post which solved your issue, that way other viewers know that your question has been answered and can see the solution directly. Thanks :-)

Replies are locked for this thread.