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Kudos0

cant get on computer to install my norton

Hi ALL, i want to install my norton on my second computer but when i turn the computer on, it is stuck on the DOS screen that gives you the options to 'start windows normally', 'start in safe mode', etc... Which ever one i choose does not result in the launch of windows, it says that the windows could not start because "the following file is corrupt or missing" \windows\system32\config\system..... It says to try & repair by the file by starting windows setup using the original set-up cd rom & selecting "r"..... I do not have the disk. WHAT can i do?? I do not want to lose my documents or baby pics which are on the hard drive! Can someone please give me some options to try?? ID REALLY APPRICIATE IT BOYS! :)

Replies

Kudos0

Re: cant get on computer to install my norton

Hi ALL, i want to install my norton on my second computer but when i turn the computer on, it is stuck on the DOS screen that gives you the options to 'start windows normally', 'start in safe mode', etc... Which ever one i choose does not result in the launch of windows, it says that the windows could not start because "the following file is corrupt or missing" \windows\system32\config\system..... It says to try & repair by the file by starting windows setup using the original set-up cd rom & selecting "r"..... I do not have the disk. WHAT can i do?? I do not want to lose my documents or baby pics which are on the hard drive! Can someone please give me some options to try?? ID REALLY APPRICIATE IT BOYS! :)

Kudos0

Re: cant get on computer to install my norton

 

To get you the best advice, would you give us some more information about your system:

What version of Windows are you using including Service Packs and whether 32 bit or 64 bit as well as the Name and Version ID of the Norton product that you are using -- Help or Support / About is where that is, in the format of nn.nn.nn.nnn

If you have the COMCAST version of Norton 360 / Security Suite and not the normal commercial version please be sure to tell us.

If you get any error messages please give the exact wording of them as well as any other background that could be helpful.

Hugh
Kudos0

Re: cant get on computer to install my norton

The computer in which i am having the trouble with is operating windows XP home edition. I am trying to get it to work so that i can then install norton.  It runs 32bit normally i believe, as i do on this computer, but  this one is windows7, so i cannot put this disk in the other computer to re-boot the system. I do not have the original xp disk to insert into the computer to try & repair it. my concern is that i will also lose my data&pics. I am wanting to install the norton internet security as i said before, however i cannot get beyond the DOS looking screen that gives you the options to "restart windows normally", "restart in safe mode", etc.... it continues to say that a file is either corrupt or missing & asks for the original disk to be inserted & me to press 'r' to start repairs. Any suggestions?

Kudos0

Re: cant get on computer to install my norton

Do you know what service pack is on the XP machine?  How did it come to be in this condition?  Is it infected, not run for a long time, or a recent problem?

This is not going to be a quick fix.  It is a complex problem.  The best approach might be to get into the machine sufficiently to get your data off.  Hopefully we can get a specialist or two on it.

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

Re: cant get on computer to install my norton

That error indicates a problem with one of the system registry hives.

On the same menu screen you get to choose safe mode, please try the option "last known good configuration".

Dave

Kudos1

Re: cant get on computer to install my norton

It's getting very late for me what I want to leave a few comments before I go.

My suggestion is the obvious first thing to try but I wouldn't put much hope in it.  The system hive of the registry would need to be pretty much intact in order for the system to roll back the registry to the last known good state.

You need to try to give everyone here as much info as possible, if it's a laptop or desktop, what service pack it was running and what led to this problem.

it could be one of several problems, it could be an infection but the most common reson would either be a hard drive going bad or the registry got corrupted by a bad shutdown or crash.

I'm in agreement with delphinium, my first choice is usually to stop and backup all the important data if the user does not have any backups.  If I'm pretty sure it's not a pending hardware failure I'll try to fix it first and if a couple tries don't work I'll then stop and backup everything for safety sake.

Windows is suggesting you do a "repair" installation but you really need an installation disk of the same service pack level to do so and you would have to also be sure it matches the installed version if it was a  retail or preinstalled OEM version so you could reactivate it if necessary.

Best of luck,

Dave

Kudos0

Re: cant get on computer to install my norton

eric,

Thanks for the background information -- you have some real experts here now so please work with them since they know much more about the detailed workings of Windows than I do.

Just a couple of things to tuck away for use if all else fails --

1 -- On the XP machine, if you need to try a System Repair (not the destructive replacement but the repair option) and don't have the original installation disk you may be able to do it using a borrowed XP disk of the same version -- ie XP Home. Microsoft have no objection to you doing this and don't regard it as illicit use! BUT it may not always work if the XP Home you have was tailored by the PC Manuafacturer.

2 -- Depending on the make of your PC you may be able to buy a replacement recovery disk for abut $20 including shipping -- the one that will restore the system to factory condition and wipe out all your personal files in the process so it's very much a last last resort -- although they may be more difficult to obtain now that support for XP is diminishing.

If you care to give the make and exact model of the XP PC I'll be glad to see what I can find since I'm used to looking for this sort of information.

But please stick with the helpers here to try and get back into action without having to do this.

Hugh
Kudos0

Re: cant get on computer to install my norton

Thanks Hugh, Its my boyfriends computer & its an old Dell 2004 model. He told me he actually bought it off someone else a few years back. We use mine now that his crashed. My main goal is to retreve all my pictures & stored documents off of it, install my Norton Internet Security, then use it as a computer for the kids to do their school work on. I already tried to start restarting windows by using ALL options. IE: restore last config, safe mode, normally, etc... NONE work. Still have error message. I guess i should try to find an XP disk from a friend or something like that. SO THEN in case its a total scrub, how would i get off all my info that is stored on the hard drive &  put on my external hard drive if i cannot get into windows?? :\

Kudos0

Re: cant get on computer to install my norton

Im pretty sure its either a virus or the hard drive is going bad.... I would love to be able to fix it & use it for the kids, but if thats not  possible, at the very least i need all my pics&documents off of it. I have an external hard drive, but how would i get it to load my data onto it  if i cannot get into windows at all??  thanks soo much for ur input thus far! keep suggestions comming :)

Kudos0

Re: cant get on computer to install my norton

Most people are not computer nerds like us, so it depends on what you or your boyfriend are more comfortable with.

The 2 easiest ways to get data off a hard drive that doesn't boot is:

1) Remove the hard drive and connect it to a working system either as an internal drive or in an external case.

2) Use a bootable CD that is either windows or Linux based and use it to copy the data onto the removable drive.

That usually requires you to download a big image file and know how to burn an image file to a CD.

Dave

Kudos0

Re: cant get on computer to install my norton

I see Dave H has posted what I started to post and crashed out when I went to look ...

Here's what I use and it's teh best $20 I spent:

BYTECC BT-300 USB 2.0 to IDE/SATA Adapter  

It will fit just about any kind of hard drive, optical drive etc and enable you to plug it into the USB socket of a computer.

You have at least two hand holders here if you decide to try ....

And if it works you can then either put the drive back into the old computer andrestore the OEM operating system to the drive and have a clean computer OR buy a new hard drive (they are cheap enough) and restore the computer. But both would depend on getting hold of a copy of Windows XP or the factory restore disk.

Hugh
Kudos1

Re: cant get on computer to install my norton


huwyngr wrote:

I see Dave H has posted what I started to post and crashed out when I went to look ...


That was odd, I had a long post I typed and this thread must have been moved right as I went to post it.

I got a error and lost it.

Here is a suggestion for option 2 if your not familiar with removing hard drives.

It's a Linux CD called Ubuntu but it's similar enought to windows that you shouldn't have any trouble using it.

http://www.ubuntu.com/desktop/get-ubuntu/download

That page gives instructions on how to try it.

Read that section because you don't want to install it, you just want to run it off the CD.

You want to select "Try it" when it boots.

On the left had side you will click "files and folders"

Then on the bottom section you will see how they call hard drives "volumes"

You should be able to navigate into the C drive just like windows and right click and "copy" folders, then enter the external drive and right click and "paste".

Chances are your pictures are located under:

C:\Documents and settings\ user name\My Documents

Let us know if you have any trouble finding things.  You can then plug the external drive into your Windows 7 system and verify everything you need is there.

While your in there, see if you can navigate into the folder called "System Volume Information".

In Windows XP home version that folder is not only hidden but set so nobody has permissions to enter it.  Linux should get you into it.  See if you can navigate into and find folders called "RPxxx" where xxx are numbers.

Those will contain backups of the corrupted registry files that we can use to try to fix your system after you backup all your data.

Dave

Kudos0

Re: cant get on computer to install my norton

Wow, thanx for the great suggestions guys, lemme get on it & see if i can navigate my way thru all this because its LATIN to me! lol... & yes i may need my hand held  :P

Kudos0

Re: cant get on computer to install my norton

Real quick Dave, im looking at the ubauntu download right now. Ok,i need to download it first right? burn a disk copy from this computer & then put it into CD ROM of my computer that is not working & try & run it from there?? because when i click on the option to try it, it is assuming i already have a copy of ubauntu disk to insert... I just dont want to dwnld something to this computer if it will change my settings. Will it be ok to downld it, burn a disk & then use it for the non working system without disrupting my windows 7 on here??  thanx, im new at this stuff...

Kudos0

Re: cant get on computer to install my norton

Ah so that's what happened to my message while I went off to find that Bytecc reference ....

Great post and thanks for the link to ubuntu -- I need that since I'm expecting back a laptop that got wiped out by external "radiation" of some kind -- took out 2 laptops and a truck radio! -- and so I need to be able to do some step by step troubleshooting to see if it really is more than the drive as a local to the user repari shop suggested "chips and drive wiped out" ....

Hugh
Kudos1

Re: cant get on computer to install my norton


ericamerica74 wrote:

Real quick Dave, im looking at the ubauntu download right now. Ok,i need to download it first right? burn a disk copy from this computer & then put it into CD ROM of my computer that is not working & try & run it from there?? because when i click on the option to try it, it is assuming i already have a copy of ubauntu disk to insert... I just dont want to dwnld something to this computer if it will change my settings. Will it be ok to downld it, burn a disk & then use it for the non working system without disrupting my windows 7 on here??  thanx, im new at this stuff...


Correct, you need to first download it to your working system.

Under section #1 on the right side click "Start Download"

It's going to be a very large disk image, you don't need to worry about it making any changes to your system.

Obce it's downloaded all the way, you need to burn the image to a CD.  In windows 7 I think you can just right click on the file and select "burn disk image".

When the CD is done, put it in the non-working system and start it up. It should boot into an operating system.

You get to a choice where it asks if you want to install it or try it, select  "Try It"

Dave

Kudos2

Re: cant get on computer to install my norton

eric (or is it erica?)

Beaten to the gate again! Maybe you don't need the ISO burner but do remember to select a choice that includes the word image  or ISO

 

I say again You said << burn a disk copy >> NO you must Burn a disk image !!!!!

A quick intervention -- that ubuntu file you download will do nothing to the PC you download it on.

BUT -- you must not just copy the download to a CD but you have to "burn" it in a specific way since it is what is called an ISO or image file which when burned in a special way makes the CD version a bootable drive..

On the ubuntu download page click on SHow Mew How alongisde the Step 2 and download and install the Infra Recorder utiltiy the link to and use that.

Then you will end up with a bootable CD that you can use on any PC with a working optical drive -- and I see you can even get a version to go on a thumbdrive which is worth knowing about!

Hope that helps avoid a nonfunctional disk.

None of this should affect yhour newere PC in any way except that you will have on it the utility to burn ISO files and a copy of the ubuntu file in case you need it again.....

Hugh
Kudos0

Re: cant get on computer to install my norton

And Hugh, i did look at the Bytecc thingy, thanks. I may need to go buy that as u suggested. I was going to try the thing Dave suggested first as it looks like it is something i can dwnld on a disk & insert into the non-operational computer, from what i gather anyway.... If that doesnt work, i will surely have to go buy the device u spoke of & try to extract my stuff from the bad hard drive i guess.... I just hope something works out to where i will not lose my pics/documents, & if i have to scrub the old system then so be it!

Kudos0

Re: cant get on computer to install my norton

I jus dont kno mu puter lingo, lol. I havent BURNT anything yet, but i will make sure it is a disk image! HERE WE GO..... ill let u kno if it works my friend!! :)

Kudos1

Re: cant get on computer to install my norton

There's only one way to learn and we all did it that way.

You are in good hands with DaveH ....

Hugh
Kudos0

Re: cant get on computer to install my norton

OKOK, ive dwnld the file & clicked on make a disk but it is asking me how i want to use it, giving me 2options: Like a USB flash drive or with a CD/DVD player?? which one do i choose??

Kudos0

Re: cant get on computer to install my norton

You don't need that web page anymore.

If your using Windows 7, put a blank CD in the drive.  If the autoplay menu appears, just close it.

Then right click on the file you just downloded and select "Burn Disk Image".  It should be the first option listed.

Dave

Kudos1

Re: cant get on computer to install my norton

From message 1, "\windows\system32\config\system."   Which is either corrupt or Missing. SYSTEM Hive file for the registry

Which is the same as http://community.norton.com/t5/Tech-Outpost/lsass-exe-error-computer-won-t-start-up/td-p/345018

Quads

Kudos0

Re: cant get on computer to install my norton

DAveH -- I'll stop now <s>

Hugh
Kudos0

Re: cant get on computer to install my norton

Thanks Quads -- I think the practical problem may the lack of a system restore disk for the old PC ... hence the rescue of data files operation ....

Hugh
Kudos0

Re: cant get on computer to install my norton


huwyngr wrote:

DAveH -- I'll stop now <s>


No please don't.  I'm working right now and having a hard time running back and forth to my computer. LOL

The option to burn the image will be there unless another burning program has been installed.

When it's done, boot the non working system with the CD and have the external drive attached.

Just make sure you select "try it" and not install.

You may need to answer a couple questions the first time about what country you live in and what keyboard to use.

any other questions about screen size or resolution should work with the default settings.

Once you get to the desktop it should be fairly easy to figure out, just floow the post I made before about copying the files.

Dave

Kudos0

Re: cant get on computer to install my norton

ok, i clicked out of the auto play/burn disk menu & now im trying to find the file i just dwnld, theres no short cut on screen & its not in my dwnlded folder so im searching for it..... :P

Kudos0

Re: cant get on computer to install my norton

Hahahaha,

People that don't know what ERD can do, 

It doesn't need  Restore points to replace or repair files. though System Restore is the easiest way.

Also to grab personal files and data and copy to another drive (including Flash Drive) System File Repair, Registry check on loading...............................................

Quads

Kudos0

Re: cant get on computer to install my norton

Ok, i found the file in my documents but when i right click it the options are: open, my win locker, open with, norton, restore prev version, send to, etc.....  I clicked on open & it says burn image so im doing that, we see.... thanx for puttn up w me guys!!

Kudos0

Re: cant get on computer to install my norton

looks like it is trying to load on othr puter but its takn awhile, screen says ubuntu, so i hope i get options soon! My friend is also bringin over a windows xp disk..... ill keep posting...... :)

Kudos0

Re: cant get on computer to install my norton

Good, sounds like it's working.

The new version is a little different then the one I was using before.

You need to click on top where it says "Places" then select "Computer".

Then you should see your hard drives and should be able to navigate by double clicking or right clicking and selcting open.

Kudos0

Re: cant get on computer to install my norton

Dave, i pluggd in my external, loaded the disk & the ubuntu menu came up with the option to install or try. i clicked on try but it has been 'thinking'(mouse icon spinning) for over five min now... should i wait longer?? or pop out & re insert disk?? OH FOOEY!

Kudos0

Re: cant get on computer to install my norton

It may take a few minutes depending on the speed of your CD drive and computer. But if you got to the page where you select "try it" it should load all the way.

Kudos0

Re: cant get on computer to install my norton

<< People that don't know what ERD can do, >>

Although it helps to have made the disk when asked to by Windows .......

Hugh
Kudos0

Re: cant get on computer to install my norton

I think he is refering to the old winternals ERD disk.  Microsoft bought out winternals and offers the disk to a partners, msdn and technet members.

It's a very nice disk, built upon windows PE and at one time used to cost around 600 dollars from winternals.

Kudos0

Re: cant get on computer to install my norton

Mo used the microsoft diagnostics and recovery toolset 5.0 to fix her laptop, Once she learned how to burn images as an image and not as a file that is.

Quads

Kudos0

Re: cant get on computer to install my norton

Kudos0

Re: cant get on computer to install my norton

Working!! transferring files now!!! :)

Kudos0

Re: cant get on computer to install my norton

Yes -- I looked around and saw that one but again I couldn't find it on the MS website itself.

Hugh
Kudos0

Re: cant get on computer to install my norton

Congratulations -- to you and DaveH both!

Hugh
Kudos1

Re: cant get on computer to install my norton

Thats good news, I'm glad it's working and your able to backup all your documents and pictures.

It also means that your hard drive may be OK.

To be safe you should go on the assumption that the non-working system may be infected.  You have nothing to worry about pluging the removable drive into your windows 7 system because the removable drive cannot become infected through that Linux CD.

However, when you plug it into your other system you want to first scan all the folders and be careful not to run any executable files.  The drive will not be infected but some of the files might.

Right click on the folders or the entire drive in "my computer"  and use the option to scan with Norton. 

Let me make a few pictures and then I'll post instructions on how we may be able to fix your system.

But first copy all your important files off that system.

Dave

Kudos1

Re: cant get on computer to install my norton

Here is how you can try to fix that system.  It's no rush, wait until you have time and you have backed up all your important files.  Even if we fix your system it is best to have all your important data in more than one location.

This is where using a Linix CD is going to be helpful.  Linux does not have to respect Windows file permissions or user access and as I mentioned before the "Home" version of Windows XP keeps the system restore points not only hidden but unavailable to even administrative users.

Using the Ubuntu CD, boot the non-working system again and go into the C:\System Volume Information

folder.  Inside it go into the folder "_restore{Real long number}"

Chances are it will be the only folder and the "real long number" will be different on every system.

When you get inside you should see something like this:

The folders that start with "RP" are the system restore points.  normally the system makes a new restore point every day and the number is how many days since Windows was installed.  This system I'm on at the moment is 2,403 days old.

I only keep a couple restore points, chances are your going to have a lot more.

Since your registry file is corrupted, do not choose the last folder.  Try to pick one at least 3 or 4 days earlier.

(Look at the highest number and then pick the folder with the 3'rd or 4'th lower number)

Enter that folder and then enter the folder called "Snapshot"

It should look like this:

There I have circled the 5 registry files, known as "registry hives"

Some of them it is best not to mess with unless necessary because they controll things like system activation and file encryption.

The error you had was with the "System" hive but I reccomend you change both the System hive and the Software hive.

Right click on " _REGISTRY_MACHINE_SOFTWARE" and "_REGISTRY_MACHINE_SYSTEM" and select "Copy"

Then navigate to this location:

C:\WINDOWS\system32\config

Right click in that folder and select "paste"

Here is that folder:

I underlined all of them but we only have to worry about the last 2.

notice how the names are different and they do not have file extentions.

Right click on SYSTEM and rename it to BadSYSTEM

Right click on SOFTWARE and rename it to BadSOFTWARE

Then go to the files you just copied into that folder

Rename _REGISTRY_MACHINE_SYSTEM  to just  SYSTEM

Rename _REGISTRY_MACHINE_SOFTWARE to just SOFTWARE

Keep them all capital letters like they were.

Go ahead and close all the open windows.

There is a little icon on the top right or left corner of Ubunu that will give you an option to shut down.

It may even pop the CD out for you.

After the system shuts down, cross your fingers and restart it into Windows

Best of luck,

Dave

Kudos0

Re: cant get on computer to install my norton

Thanks for all ur help everybody!! So I had to leave for a few hrs but now I am back! I was successful on using the ubuntu disk i made to help recover & transfer my files from my non-bootable win xp computer to my external hard drive! MUCHO kudos on the suggestion there!! ......My friend gave me a win7 disk to install on the xp computer & its in the process of doing that now & upgrading. I hope it works, it may not since i was under the impression that while running xp, it contracted a virus or somethin. haha. We shall see.

But i do have an old win98 gateway puter that wldnt boot windows about 5yrs ago & stuck it in my closet. I was wondering if i cud use the ubuntu disk on it to extract my kids baby pics & then can the old dinosaur! not sure if it is too old to do that same procedure to tho??? any suggestions :)

Kudos0

Re: cant get on computer to install my norton

OK!! Thanks Dave :) I'll try this method. The win7 install was not compatable for the current xp non-functional computer as it needs to run 64bit....

BUT however, it did give me details stating that win xp cud not restart because the file <windows root>\system32\ntoskrnl.exe. is corrupt or missing.

It says to install a copy of that file....

Kudos0

Re: cant get on computer to install my norton

If your going to install a new version of windows it would be best to format the drive and start from scratch.

But you can see how it works, just don't activate windows 7 until your sure everything is OK.  If you have any problems run the setup again and format the disk before doing a new installation.

You seem to have a serious problem backing up your baby pictures?

But yes, if the other system still works well enough to start and the hard drive is still good then that ubuntu disk should work.

It should work on almost any system.  I don't know how much memory it requires but it's worth a try.

If not you can always pull out the drive and connect it to a working system.

Glad you got your stuff back, please consider backing up your important stuff from now on.

Dave

Kudos1

Re: cant get on computer to install my norton


ericamerica74 wrote:

OK!! Thanks Dave :) I'll try this method. The win7 install was not compatable for the current xp non-functional computer as it needs to run 64bit....

BUT however, it did give me details stating that win xp cud not restart because the file <windows root>\system32\ntoskrnl.exe. is corrupt or missing.

It says to install a copy of that file....


Oh darn, I thought you had everything squared away. LOL

Most system files you can find copies of in the folder C:\Windows\system32\dllcache folder.

<windows root> means C:\windows

So you can use your Ubuntu disk to copy that file from the dllcache folder to the system32 folder.

A couple tips: don't delete the old or bad file, always rename it because if it's sitting on a bad spot of the drive you don't want the replacement file to land on it.

Also, if you find yourself replacing a file only to get an error about another file. Then chances are you have more serious problems.   If I find myself replacing more then 3 or 4 files it's usually time to try a repair install or wipe the drive, test it with something to see if it's still good and then re-installing a new version of windows from scratch.

Dave

Kudos0

Re: cant get on computer to install my norton

ericamerica74:

When you are working with a volunteer, through a complex series of maneuvers, trying to assist you, it is best if you stay with it until completion.  Doing anything other than what is asked of you, is self-defeating, and seriously bungs up the whole operation.  Not everything that you do is going to be repairable on a forum where there is no access to the machine.

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

Re: cant get on computer to install my norton

Thanks so much Dave u gave me much helpful information today & i really appriciate it. Thanks to everyone else as well for their helpful hints too.I do have a back up hard drive on my computer, it was my boyfriend who did not & we had some pics on there that i was glad to retreive. as for my old 98system, that puppy hasnt been used in more like 8+ yrs & i dont think external hard drives were avaliable then? or were they? i should have just made picture disks yrs ago, that'd been the smart thing to do, eah  :)

I will let u all kno how fixing my computer is going & im sure ill be asking for help when i get stuck, which im sure i will!!

Kudos0

Re: cant get on computer to install my norton

Dave, i just followed ur step by step instruction, copying & changing file names, etc using the ubuntu disk. it was easy to find & change these files as u requested, but upon re-boot, it still says that i need to reinstall a copy of this file <windows root>\system32\ntoskrnl.exe. I am now trying ur other suggestion to find it in the other folder....  thanks again for ur help & patience with me & my problem :]

Kudos0

Re: cant get on computer to install my norton

Dave, i've benn trying to find that file u suggested replacing & remaning all morning to try & fix XP. I guess i give up on fixing it. All ur help was greatly appriciated & i'm glad i was able to use that disk! Thanks again, Erica :)

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