topic Re: Unable to install NIS2010 on new hard disk in Norton Internet Security / Norton AntiVirus

Unable to install NIS2010 on new hard disk

rnu80 — Thu, 27 May 2010 22:21:40 GMT

Hi,

I have bought a new 320GB SATA hard disk and formatted it and installed Windows XP Home Edition SP2 on it.

Applied all the security updates and upgraded to SP3. Applied all SP3 upgrades using automatic updates.

1> Tried installing NIS2010 using the NISDownloader.exe. It will show Installing and then end up in Collecting error logs and uninstalling.

2>Tried downloading NIS2010 thru. www.norton.com/nis10 and running the installation. Ended up in failed installation.

3> When ever there was error, I would use Norton Removal tools to remove NIS2010. and restart the PC.

4> The Phone support help desk has raised the issue to so called level 3. Still they have been unable to install NIS2010.

5> Have tried running CHKDSK /r on the disk and then installing NIS2010

6> For past more than 20 days the issue is open. Finally am approaching the forum for expert help.

7> I have tried to reinstallation on SP2 with updates applied. Still ended up in Collection error logs message.

Norton just won't install! So far I have reinstalled Windows 3 times in order to get NIS2010 installed.

From the phone support I understood where to look for logs. Today after reinstalling WindowsXp HomeEd and all updates for SP2 (except SP3 upgrade) I tried to install NIS2010 using NIS downloader. Still ended up in collecting error and uninstalling NIS2010. The error logs indicate this

?module=9000&error=100&build=B33BBCFDAC564CA389E04081D7BD1868&d=0&f=5.1.2600.2.0.0&g=2B6EB89269D511DFAB990016E66C5BF6&i=0&l=0&language=09.01&product=Norton%20Internet%20Security&q=20032950&t=0&u=00000040&upgrade=0&v=6.6.0.6&version=17.6.0.32&x=0&z=0
?module=9000&error=1&a=80047C71&b=CommitFiles&build=B33BBCFDAC564CA389E04081D7BD1868&d=0&f=5.1.2600.2.0.0&g=2B6EB89269D511DFAB990016E66C5BF6&h=19000&i=0&l=0&language=09.01&product=Norton%20Internet%20Security&q=20032950&t=0&u=00000040&upgrade=0&v=6.6.0.6&version=17.6.0.32&x=0&y=0&z=0
?module=9000&error=1&a=80047C71&b=CommitFiles&build=B33BBCFDAC564CA389E04081D7BD1868&d=0&f=5.1.2600.2.0.0&g=2B6EB89269D511DFAB990016E66C5BF6&h=19000&i=0&l=0&language=09.01&product=Norton%20Internet%20Security&q=20032950&t=0&u=00000040&upgrade=0&v=6.6.0.6&version=17.6.0.32&x=0&y=0&z=0

8> If you need any more inputs , please let me know.

9>Also should I install NIS2010 before upgrading to SP3 or after ? Does it really matter?

10> I have Linksys router thr which I connect to Modem. I also tried connecting PC directly to modem but ended up in same problem.

Thanks

Re: Unable to install NIS2010 on new hard disk

yogesh_mohan — Thu, 27 May 2010 22:54:06 GMT

Hi rnu80,

Did you try installing NIS 2010 by booting in Safe Mode?

If not, try that. Run the Norton removal tool multiple times(2-3 times, restarting the computer after each time you run it). Then restart the computer in Safe Mode, and start the installation. If the problem persists, you may also try creating a new Windows User Account with Administrator privilages, and then try installing NIS 2010 by logging into the newly created user account. Let us know the results.

Yogesh

Re: Unable to install NIS2010 on new hard disk

floplot — Thu, 27 May 2010 23:32:46 GMT

Hello mu80

Have you tried getting another download in case the first one was corrupted? While you have been online getting all of these windows updates, it is possible that you got infected. Would you please run a quick scan with the free version of malwarebytes just to see if you picked up something while getting all the windows updates.

Download the free version, install and update then run a quick 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)

Please come back and let us know if malwarebytes found anything. Did you have any malware before you replaced your hard drive? Thanks

Re: Unable to install NIS2010 on new hard disk

DougL — Fri, 28 May 2010 02:49:21 GMT

Hi rnu80,

Installing NIS10 with SP3 will not have any adverse effect on the install. Also, make sure the install file you downloaded from norton.com/nis10 is approx. 100MB in size.

When you tried to install it, what error message did you get, if any? Or did it just start and then nothing?

The Linksys router should not cause any problem with the install either.

Re: Unable to install NIS2010 on new hard disk

rnu80 — Fri, 28 May 2010 03:04:57 GMT

Hello Yogesh and floplot ,

I downloaded NIS2010 in 'Safe mode with Networking' and installed. No problem this time during installation.But when I went to normal mode, it showed me this error

'Error: "3047,53" after I install my Norton 2010 product. '

Nevertheless, this is one step forward than before, atleast it installed !

1> Upon error, I tried the solution suggested by One Click support of Using Intelligent updater.

but it always failed. Also tried Live Update, it also failed to update the Virus Definitions.

2> Tried to install Intelligent updater in Safe Boot and it said that it installed all the updates. But back in Normal mode it shows the 'Red Cross' showing the virus definitions are not available.

3> I have ran full system scan using Malwarebytes and it reported "No Malicious Items were detected".I expected this as I did a clean reinstall of Win Xp SP2.

4> Windows Security Center,Virus Protection section says that "NIS reports that it is turned off".

One suggestion I am looking forward for is , I am doing all this changes in XP SP2. I intend to upgrade to SP3 due to looming end of support for SP2. Should I upgrade to SP3 before installing Norton or I can do that later as well by disabling NIS?

As I mentioned before that due to installation problems of NIS2010 on SP3 , I reinstalled Win XP SP2 and am now trying to installing on SP2 which also failed.

Thanks

Re: Unable to install NIS2010 on new hard disk

rnu80 — Fri, 28 May 2010 03:18:35 GMT

Hi MrSecurity,

When I did installation on XP HomeEd SP3, it won't show any error, it would just say 'Collecting error Logs' and then uploading the logs.Then it would uninstall itself and ask me to restart the PC.

The NIS2010 I downloaded was around 100MB.

But since there were issues in installation, I took the drastic step of reinstalling Xp SP2 and now installing on the SP2.

But later I plan to upgrade to SP3.Hope it would be a simpler affair of just disabling the NIS and upgrading to SP3.

Thanks

Re: Unable to install NIS2010 on new hard disk

DougL — Fri, 28 May 2010 03:45:09 GMT

Hi rnu80,

From experience, if LiveUpdate says, "Not Available", then Manual update using Intelligent updater will not work. The fix for this is reinstall and you are better off running the Norton Removal Tool. And you may have to remove any Symantec/ Norton folders and Registry entries manually.

Re: Unable to install NIS2010 on new hard disk

yogesh_mohan — Fri, 28 May 2010 13:43:11 GMT

Can you check whether the Regional and Language settings, as well as the Date & Time is set correctly?

Then run LiveUpdate from your Norton product repeatedly until you see the message that no more updates. Can you post the contents of Log.IntelligentUpdater.txt which got created when the Intelligent Updater failed?

Yogesh

Re: Unable to install NIS2010 on new hard disk

rnu80 — Sat, 29 May 2010 10:25:41 GMT

Hi Yogesh,

In the mean time, I tried your 2nd suggestion of creating a new administrator account and then install in safe mode. Well it worked one step better. Thanks for your suggestions, I finally saw the green tick.
Now the Live update is updating automatically.

1> But when I try Quick Scan it fails and One Click support is triggered. But nothing else happens.
2> When I click 'Settings' link , nothing happens. The settings page does not show up.
3> I can click on 'Norton Tasks' link and it is working. It shows the tasks page.

I checked the Regional and Language settings and Date & Time. They are set correctly.
I tried to reinstall NIS 2 times and same problem keeps happening. Any suggestions what I can do further to correct this?

Thanks

Re: Unable to install NIS2010 on new hard disk

rnu80 — Sun, 30 May 2010 05:53:49 GMT

Hi ,

I have some updates now.

I redownloaded NIS2010, this time I changed the country location from US to my country.

The installation happened in Safe Mode.

Still when I click Quick Scan, it fails and runs the One Click Support.

This time it gave me the solution to run Intelligent Updater and then make some changes in the settings.

However Intelligent Updater failed.

I downloaded the Intelligent Updater Manually(20100529-006-v5i32.exe) and checked the MD5 checksum(A0AD3A462483212260359B996F448336). It matched.I was confident that the downloaded file was correct.

Then I ran the updater. It failed.

The Log.IntelligentUpdater.txt file shows the below logging. Any suggestions of what I can do next?

Sun May 30 13:19:51 2010 : ******************************************************************
Sun May 30 13:19:51 2010 :   Starting Intelligent Updater - Version 5.0.1.4
Sun May 30 13:19:51 2010 : ******************************************************************
Sun May 30 13:19:51 2010 : AUTH SYMSIGNED BEGIN: Started.
Sun May 30 13:19:51 2010 : AUTH SYMSIGNED CLASS3 BEGIN: Entering CriticalSection Initialization .
Sun May 30 13:19:51 2010 : AUTH SYMSIGNED CLASS3: Succeeded find the class 3 ID, returning TRUE.
Sun May 30 13:19:51 2010 : AUTH SYMSIGNED END: Finished processing. Returns TRUE
Sun May 30 13:19:51 2010 : IU RES SYMSIGNED SUCCESS: Successfully verified Symantec Signature for the iuResource.dll
Sun May 30 13:19:51 2010 : IU RES LOAD: Successfully loaded the resource file..
Sun May 30 13:19:51 2010 : IU MODE: IU is running is FULL mode.
Sun May 30 13:19:52 2010 : CONFIG LOAD SUCCESS: Successfully loaded the configuration file: iuConfig.xml.
Sun May 30 13:19:52 2010 : IU INFO: File-name : 20100529-006-v5i32.EXE
Sun May 30 13:19:52 2010 : IU INFO: Creation-date : 20100529
Sun May 30 13:19:52 2010 : PROCESSING ENTRY: VIRSCAN.zip - Virus Definitions
Sun May 30 13:19:52 2010 : Entry details:
Sun May 30 13:19:52 2010 : Update-File:    VIRSCAN.zip
Sun May 30 13:19:52 2010 : Update-Desc:    Virus Definitions
Sun May 30 13:19:52 2010 : Auth DLL Name:    SAVIUAuth
Sun May 30 13:19:52 2010 : Auth DLL Location:   local
Sun May 30 13:19:52 2010 : Auth Content-Type:   virus definitions x32
Sun May 30 13:19:52 2010 : Deploy Content-Type:   virus definitions x32
Sun May 30 13:19:52 2010 : Deplo DLL Name:   SAVIUDeploy
Sun May 30 13:19:52 2010 : Deploy DLL Location:   local
Sun May 30 13:19:52 2010 : AUTH DLL LOCATION: IU will read the DLL location from registry - SAVIUAuth
Sun May 30 13:19:52 2010 : REG SUCCESS: Success while opening key
Sun May 30 13:19:52 2010 : REG FAILURE: Failed while reading the value for key named
Sun May 30 13:19:52 2010 : DEPLOY DLL LOCATION: IU will read the DLL location from registry - SAVIUDeploy
Sun May 30 13:19:52 2010 : REG SUCCESS: Success while opening key
Sun May 30 13:19:52 2010 : REG FAILURE: Failed while reading the value for key named
Sun May 30 13:19:52 2010 : IGNORE ENTRY: Ignoring entry for VIRSCAN.zip because of registry read failure. Error occurred while reading the path for the Authorization DLL from the registry.
Sun May 30 13:19:52 2010 : IU failed while deploying V because a compatible product could not be found on the system. Please make sure that a compatible Symantec product is installed on the system.
Sun May 30 13:19:52 2010 : PROCESSING ENTRY: VIRSCAN.zip - Virus Definitions
Sun May 30 13:19:52 2010 : Entry details:
Sun May 30 13:19:52 2010 : Update-File:    VIRSCAN.zip
Sun May 30 13:19:52 2010 : Update-Desc:    Virus Definitions
Sun May 30 13:19:52 2010 : Auth DLL Name:    ISAuthDLL
Sun May 30 13:19:52 2010 : Auth DLL Location:   local
Sun May 30 13:19:52 2010 : Auth Content-Type:   virus definitions x32
Sun May 30 13:19:52 2010 : Deploy Content-Type:   virus definitions x32
Sun May 30 13:19:52 2010 : Deplo DLL Name:   ISDeployDLL
Sun May 30 13:19:52 2010 : Deploy DLL Location:   local
Sun May 30 13:19:52 2010 : AUTH DLL LOCATION: IU will read the DLL location from registry - ISAuthDLL
Sun May 30 13:19:52 2010 : REG SUCCESS: Success while opening key
Sun May 30 13:19:52 2010 : REG FAILURE: Failed while reading the value for key named
Sun May 30 13:19:52 2010 : DEPLOY DLL LOCATION: IU will read the DLL location from registry - ISDeployDLL
Sun May 30 13:19:52 2010 : REG SUCCESS: Success while opening key
Sun May 30 13:19:52 2010 : REG FAILURE: Failed while reading the value for key named
Sun May 30 13:19:52 2010 : IGNORE ENTRY: Ignoring entry for VIRSCAN.zip because of registry read failure. Error occurred while reading the path for the Authorization DLL from the registry.
Sun May 30 13:19:52 2010 : IU failed while deploying V because a compatible product could not be found on the system. Please make sure that a compatible Symantec product is installed on the system.
Sun May 30 13:19:52 2010 : PROCESSING ENTRY: VIRSCAN.zip - Virus Definitions
Sun May 30 13:19:52 2010 : Entry details:
Sun May 30 13:19:52 2010 : Update-File:    VIRSCAN.zip
Sun May 30 13:19:52 2010 : Update-Desc:    Virus Definitions
Sun May 30 13:19:52 2010 : Auth DLL Name:    Norton X32 AuthDLL
Sun May 30 13:19:52 2010 : Auth DLL Location:   local
Sun May 30 13:19:52 2010 : Auth Content-Type:   VirusDefs
Sun May 30 13:19:52 2010 : Deploy Content-Type:   VirusDefs
Sun May 30 13:19:52 2010 : Deplo DLL Name:   Norton X32 DeployDLL
Sun May 30 13:19:52 2010 : Deploy DLL Location:   local
Sun May 30 13:19:52 2010 : AUTH DLL LOCATION: IU will read the DLL location from registry - Norton X32 AuthDLL
Sun May 30 13:19:52 2010 : REG SUCCESS: Success while opening key
Sun May 30 13:19:52 2010 : REG SUCCESS: Success while fetching the path for DLL : C:\Program Files\Norton Internet Security\Engine\17.6.0.32\NUMEng.dll
Sun May 30 13:19:52 2010 : DEPLOY DLL LOCATION: IU will read the DLL location from registry - Norton X32 DeployDLL
Sun May 30 13:19:52 2010 : REG SUCCESS: Success while opening key
Sun May 30 13:19:52 2010 : REG SUCCESS: Success while fetching the path for DLL : C:\Program Files\Norton Internet Security\Engine\17.6.0.32\NUMEng.dll
Sun May 30 13:19:52 2010 : AUTH SYMSIGNED BEGIN: Started.
Sun May 30 13:19:52 2010 : AUTH SYMSIGNED CLASS3 BEGIN: Entering CriticalSection Initialization .
Sun May 30 13:19:52 2010 : AUTH SYMSIGNED CLASS3: Succeeded find the class 3 ID, returning TRUE.
Sun May 30 13:19:52 2010 : AUTH SYMSIGNED END: Finished processing. Returns TRUE
Sun May 30 13:19:52 2010 : AUTH SYMSIGNED SUCCESS: Successfully verified Symantec Signature for the authorization dll C:\Program Files\Norton Internet Security\Engine\17.6.0.32\NUMEng.dll
Sun May 30 13:19:52 2010 : AUTH LOAD SUCCESS: Successfully loaded the authorization dll - C:\Program Files\Norton Internet Security\Engine\17.6.0.32\NUMEng.dll
Sun May 30 13:19:52 2010 : AUTH SYMSIGNED BEGIN: Started.
Sun May 30 13:19:52 2010 : AUTH SYMSIGNED CLASS3 BEGIN: Entering CriticalSection Initialization .
Sun May 30 13:19:52 2010 : AUTH SYMSIGNED CLASS3: Succeeded find the class 3 ID, returning TRUE.
Sun May 30 13:19:52 2010 : AUTH SYMSIGNED END: Finished processing. Returns TRUE
Sun May 30 13:19:52 2010 : DEPLOY SYMSIGNED SUCCESS: Successfully verified Symantec Signature for the deployment dll C:\Program Files\Norton Internet Security\Engine\17.6.0.32\NUMEng.dll
Sun May 30 13:19:52 2010 : DEPLOY LOAD SUCCESS: Successfully loaded the deployment dll - C:\Program Files\Norton Internet Security\Engine\17.6.0.32\NUMEng.dll
Sun May 30 13:19:52 2010 : AUTHORIZATION SUCCESSFUL: VIRSCAN.zip is successfully authorized for deployment.
Sun May 30 13:19:52 2010 : DEPLOY PATH SUCCESS: VIRSCAN.zip will be deployed at location C:\DOCUME~1\ALLUSE~1\APPLIC~1\Norton\{0C55C~1\NIS_17~1.32\DEFINI~1\VIRUSD~1\tmp1bc.tmp
Sun May 30 13:19:52 2010 : AUTH SYMSIGNED BEGIN: Started.
Sun May 30 13:19:52 2010 : AUTH SYMSIGNED CLASS3 BEGIN: Entering CriticalSection Initialization .
Sun May 30 13:19:52 2010 : AUTH SYMSIGNED CLASS3: Succeeded find the class 3 ID, returning TRUE.
Sun May 30 13:19:52 2010 : AUTH SYMSIGNED END: Finished processing. Returns TRUE
Sun May 30 13:19:52 2010 : UNRAR LOAD SUCCESS: Successfully loaded the UNRAR DLL.
Sun May 30 13:19:52 2010 : UNRAR OPEN SUCCESS: Success opening RAR file VIRSCAN.zip
Sun May 30 13:19:53 2010 : UNRAR EXTRACT ERROR: Failed while extracting to destination C:\DOCUME~1\ALLUSE~1\APPLIC~1\Norton\{0C55C~1\NIS_17~1.32\DEFINI~1\VIRUSD~1\tmp1bc.tmp. Unrar Error code reported : 12
Sun May 30 13:19:53 2010 : UNRAR FAILURE: Failed while unraring the RAR file VIRSCAN.zip to C:\DOCUME~1\ALLUSE~1\APPLIC~1\Norton\{0C55C~1\NIS_17~1.32\DEFINI~1\VIRUSD~1\tmp1bc.tmp
Sun May 30 13:19:53 2010 : Ignoring entry for VIRSCAN.zip because failure occured while deploying this content.
Sun May 30 13:19:53 2010 : Calling ReleaseInstance() on the object of IIntelligentUpdaterDeploymentManager2.
Sun May 30 13:19:53 2010 : Calling ReleaseInstance() on the object of IIntelligentUpdaterAuthorizationManager2.

Thanks

Re: Unable to install NIS2010 on new hard disk

reese_anschultz — Tue, 01 Jun 2010 21:00:05 GMT

I believe that error code 12 indicates that the VIRSCAN.ZIP file is bad. Given the different symptoms that you've reported, I suspect that your machine has, in the most likely order, a bad disk, a bad disk controller or bad memory.

Re: Unable to install NIS2010 on new hard disk

floplot — Tue, 01 Jun 2010 21:29:31 GMT

Hello mu80

Make sure that the disk controller installed is the right type for your new hard drive.

Re: Unable to install NIS2010 on new hard disk

rnu80 — Thu, 03 Jun 2010 17:13:59 GMT

Hi,

Thanks for looking in to this issue. I am really stuck with Norton Installation.

I have run the 'Sea Tools for Dos' from Seagate to check the disk drive. The short and long tests reported no errors and that the disk was healthy. Also downloaded the latest chipset driver from vendor and installed it.

No error was reported.The disk is a new hard disk.

The memory modules also passed the Microsoft memory diagnostic tests program.

I redownloaded the intelligent updater and tried to install it. It has same error again.

Fri Jun 04 00:41:28 2010 : UNRAR EXTRACT ERROR: Failed while extracting to destination C:\DOCUME~1\ALLUSE~1\APPLIC~1\Norton\{0C55C~1\NIS_17~1.32\DEFINI~1\VIRUSD~1\tmp43e1.tmp. Unrar Error code reported : 12
Fri Jun 04 00:41:28 2010 : UNRAR FAILURE: Failed while unraring the RAR file VIRSCAN.zip to C:\DOCUME~1\ALLUSE~1\APPLIC~1\Norton\{0C55C~1\NIS_17~1.32\DEFINI~1\VIRUSD~1\tmp43e1.tmp

Is there any other way to update the virusdefs? The quick scan also triggers virus def updating using one click support which just waits (spinning circle).

Thanks

Re: Unable to install NIS2010 on new hard disk

rnu80 — Sun, 13 Jun 2010 02:02:36 GMT

Hi,

Its Intel Processors fault.

It seems my Intel dual core processor was at fault. Replaced it and every thing was a breeze.

Installation to Live Update to Full Scan was all ok.

Thank you support members Yogesh,floplot and reese_anschultz for helping out in debugging.

Re: Unable to install NIS2010 on new hard disk

floplot — Sun, 13 Jun 2010 03:05:48 GMT

Hello mu80

Thanks for coming back and letting us know that you solved your problem. I'm glad you figured out what the problem was and all is working ok now. Thanks for marking your thread as solved also.