Hey community, i work for a large retailer in the uk and have noticed a sharp rise in returns on laptops with windows 7, that have had Norton 360 installed on them, the issue is always the same, the DVD drive has stopped working, moments after installing the norton. Although i have found a quick fix by deleting the lower and high pass filters in the registry for windows, i am looking ,hopefully, for a symantic full fix to this problem. Has anyone else had this issue, or is it just my store and my customers getting this issue???

Welcome to the Norton Community

Hi Daryl121

An interesting issue so could you provide a little more detail on which registry keys you are deleting.

Thanks

Yeh sure.

I went through the regedit program

HKEY_LOCAL_MACHINE

then

SYSTEM

then

CURRENTCONTROLSET (one word there)

CONTROL

CLASS

then

4D36E965-E325-11CE-BFC1-08002BE10318

and in this file i deleted the upper and lower filter files, which seemed to fix the DVD drive and had no adverse affects on the drive or norton. But like i said, i cant do this for the hundred of customers i get every day, so looking for some other kind of fix from Symantic themselves, or a better way from the community here.

Thanks :):)

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Daryl121 wrote:

Yeh sure.

 

I went through the regedit program

 

HKEY_LOCAL_MACHINE

then

SYSTEM

then

CURRENTCONTROLSET (one word there)

CONTROL

CLASS

then

4D36E965-E325-11CE-BFC1-08002BE10318

 

and in this file i deleted the upper and lower filter files, which seemed to fix the DVD drive and had no adverse affects on the drive or norton. But like i said, i cant do this for the hundred of customers i get every day, so looking for some other kind of fix from Symantic themselves, or a better way from the community here.

Thanks :):)

---

Hi Garyl121

Thank you for clarifying that. I have flagged the information for the attention of Symantec Staff.

You could also let us know if the following will fix this issue as it did in previous OS:

http://www.symantec.com/norton/support/kb/web_view.jsp?wv_type=public_web&docurl=20080929165146EN