topic Re: Disk optimization in Norton 360

Disk optimization

PeterJM — Wed, 07 Sep 2011 13:11:53 GMT

I am using Norton 360.5 and every time I try to use PC Tuneup for disk optimization I get an error message "Drive C: busy, retry later" I cannot resolve this. Can someone please help

Re: Disk optimization

David_O — Wed, 07 Sep 2011 14:35:26 GMT

Would you be able to provide some more detail on your current system information?

The operating system that you are using.
What version of our product you are using (Standard, Premiere, etc.)

In the meantime, I will test what you are experiencing against Windows 7 and Windows Vista with Norton 360 5 Standard.

Thank You.

Re: Disk optimization

PeterJM — Wed, 07 Sep 2011 15:08:43 GMT

Thank you, The operating system is Windows XP with SP3. The Norton 360 version is 5.1.0.29. Hope that helps. Incidentally your word verification system keeps playing up and insisting that I have typed the wrong words when I know they were correct – very frustrating!

PeterJM

Re: Disk optimization

David_O — Wed, 07 Sep 2011 16:54:35 GMT

Hello PeterJM,

I am able to reproduce this error message by forcing another program to access the C: Drive. The program that started prior to running the Disk Optimization in N360 was the Disk Defrag program built into windows.

Can you check a few things for me?

Click on Start --> All Programs --> Accessories --> System Tools --> Scheduled Tasks and see if there are any scheduled tasks set up to auto run.
Do you have any other third party programs running such as MalwareBytes Anti Malware?

Thank You.

Re: Disk optimization

PeterJM — Wed, 07 Sep 2011 18:41:03 GMT

Hello

Thanks for your reply. No, there are no scheduled tasks set to autorun, and I don't have any third party malware programs running.

PeterJM

Re: Disk optimization

David_O — Wed, 07 Sep 2011 19:05:33 GMT

Hello,

There has to be a program running in the background that is access your C: drive and locking us. Most of the time, it is a Defragging program or the drive is being Indexed. You may want to check out this Microsoft page to see if the tool they provide can help you figure out which process it is: http://technet.microsoft.com/en-us/sysinternals/bb896653

Indexing is something that Microsoft does when you install Windows Desktop Search. Also, if you have Google Desktop installed, that can index your drive as well. You may want to see if either of these two are indexing and pause the service if you can.

Re: Disk optimization

PeterJM — Wed, 07 Sep 2011 21:22:36 GMT

Hello

I don't have Google Desktop installed and I've not heard of Windows Desktop Search - is it related to Windows Explorer?

Having downloaded the Microsoft tool you quoted I don't know how to work on the large lists it produced - there is supposed to be a helpfile but it refused to open with the comment "navigation to the webpage was cancelled".

PeterJM

Re: Disk optimization

David_O — Thu, 08 Sep 2011 15:11:13 GMT

Hello Again,

This program is a bit overwhelming. What we are looking for is the system information window. You can get there by clicking on View --> System Information. Once you have that open, you will need to click on the I/O tab.

A screenshot that can help you is located here: System Information I/O Tab

Once you have that open, you'll want to see if you have any spikes in the Disk view. If you see lots of blue and purple, that could be the problem. You can hover your mouse over the area and should give you a name of the program or process that is accessing your hard drive.

Hopefully, this will give some more insight on what is accessing your hard drive.

Re: Disk optimization

PeterJM — Thu, 08 Sep 2011 18:56:23 GMT

Thank you. I have identified the systems as JQS.EXE; SYSTEM:4; CCVCHST.EXE; IEXPLORE.EXE and EXPLORER.EXE. Hope that helps. I have also taken a screenshot as suggested and have been trying to attach that to this message ,but it has not proved possible

PeterJM

Re: Disk optimization

David_O — Thu, 08 Sep 2011 21:17:27 GMT

Hello,

Thank you for finding that information.

CCVCHST.EXE is the Norton Product

SYSTEM is normal

IEXPLORE.EXE is Internet Explorer and would not affect us

EXPLORER.EXE is the main Windows XP environment and would not affect us.

JQS.EXE is a Java Quick Start program that, by definition, "initiates I/O processes frequently if those columns are activated in the Task Manager"

You may wish to disable it temporarily to see if that is the culprit of problem. You can find information on how to disable it at: http://java.com/en/download/help/quickstarter.xml

In Summary:

Disable Java Quick Start
Reboot the computer
Run the process program again to make sure it is not running (you can also run Task Manager by pressing CTRL + ALT + DEL)
If JQS.EXE is not running, try running the scan in Norton to see if you can properly access your C: Drive

Thank you for your patience.

Re: Disk optimization

PeterJM — Fri, 09 Sep 2011 10:50:05 GMT

Thanks. I have disabled JQS.EXE successfully, and done a restart, but Disk Optimization will still not run.

PeterJM

Re: Disk optimization

David_O — Mon, 12 Sep 2011 15:35:23 GMT

Hello PeterJM,

I am sorry for the delay in responding to you. I was asking around about possibly dialing into your machine to see if we could look at the problem. At this point, that is not something that I have access to do.

I am checking to see who on the Customer Service team can do that.

Thank You

Re: Disk optimization

HarryP — Mon, 12 Sep 2011 19:53:31 GMT

If you have any other defragmenting software like Diskkeeper installed in your computer, remove it and then run Disk Optimization. In meantime, try the following:
1. Click Start > Run.
2. In the Run dialog box, type the following, and click OK:
regsvr32 dfrgsnap.dll
3. Click Start > Run.
4. In the Run dialog box, type the following, and click OK:
regsvr32 dfrgui.dll
5. Restart the computer, and run the Disk Optimization again.

Let me know if this works for you. If the problem persists even after you perform the steps as above, then try the solution from the following thread:

http://community.norton.com/t5/Norton-360/Drive-B-Other-Error/m-p/451992

HarryP

Re: Disk optimization

David_O — Mon, 12 Sep 2011 20:11:30 GMT

Hello PeterJM,

If the above solution does not work for you, and you are still having troubles, I do have access to our Symantec WebEx program. This would allow me to remotely dial in to your computer to assist you.

Re: Disk optimization

PeterJM — Wed, 14 Sep 2011 15:46:07 GMT

Hello

Thank you for the 2 messages. I have tried both the solutions suggested but the disk optimization will still not work. The same error message comes up "Drive C: busy, retry later". Additionally there is now a Windows Security Centre warning message saying " Firewall: Off" and " Virus protection: not found". If you are looking at dialling in to my PC there is a time zone difference as I live in Scotland!

PeterJM

Re: Disk optimization

PeterJM — Tue, 20 Sep 2011 17:33:51 GMT

Hello

I am still waiting for someone to come back to me with a solution to the problem.

Please advise

Thanks

Re: Disk optimization

PeterJM — Thu, 29 Sep 2011 10:48:53 GMT

Hello

I still cannot use PCTuneup and it is more than 3 weeks since you last replied to me. Will you please get in contact with me and get this problem sorted out.

Thanks

PeterJM

Re: Disk optimization

DistEd2 — Thu, 29 Sep 2011 12:08:16 GMT

Hii, PeterJM,

Sorry you're having so much trouble--and thanks for reposting to this thread to push it back up to the top of the list. It sounds like David_O has the tool that will enabe you to get to the next step of troubleshooting this; hopefully he will see this thread resurfacing and get back to you.

If you don't hear back later today, you might try the Live Chat function on the Support page. They are very responsive and knowledgeable--and interact with you in real time, so most likely they will be able to connect you with someone else having the remote access tool.

Good luck--and please keep us posted.

Re: Disk optimization

HarryP — Thu, 29 Sep 2011 20:01:40 GMT

Can you try to run Disk Defragmentation in Windows and let us know the results?

You can use the information from following Microsoft document as reference:

http://support.microsoft.com/kb/314848

If you get any error message, please make a note of it.

Thanks,

HarryP

Re: Disk optimization

PeterJM — Thu, 29 Sep 2011 20:25:20 GMT

Thanks. Unfortunately defrag refuses to run nd crashes the PC!

PeterJM