topic Re: NIS 2011 & WIN 7 Prof 64 - Installation of NIS 2011 DISABLES my USB 3.0 Functionality in Norton Internet Security / Norton AntiVirus

NIS 2011 & WIN 7 Prof 64 - Installation of NIS 2011 DISABLES my USB 3.0 Functionality

david100ny — Thu, 11 Aug 2011 16:06:26 GMT

When I installed NIS 2011 on my DELL Vostro 3350 with Windows 7 Professional 64 BIT, the Laptop would no longer recognize USB 3.0 Devices.

I have a Seagate GoFlex Pro External Portable Drive with USB 3.0 Inteface, but AFTER installation of NIS 2011, the Seagate Drive was not recognized.

The drive worked BEFORE installing NIS 2011....I successfully transferred 10 GB of Data to my new Laptop.

I uninstalled NIS 2011 and the USB 3.0 Ports now successfully recognize and communicate with my USB 3.0 Devices ( i.e. Seagate External Portable Drive).

Is there a configuration setting that needs to be modifed?

Re: NIS 2011 & WIN 7 Prof 64 - Installation of NIS 2011 DISABLES my USB 3.0 Functionality

delphinium — Thu, 11 Aug 2011 19:52:14 GMT

Let us know what you tried to do to enable it prior to uninstalling Norton.

1. Is it just the 3.0 USB or did you try other devices like USB 2 flash drives?

2. Did you try disabling components in NIS such as auto-protect or intrusion prevention?

3. Did you try disabling the firewall to see if that was blocking?

4. Did you check the manufacturer's website for updated drivers?

5. When plugged in without Norton does it show in disc management as having an appropriate drive letter?

6. Was there any other security software prior to the Norton install and how was it removed?

Re: NIS 2011 & WIN 7 Prof 64 - Installation of NIS 2011 DISABLES my USB 3.0 Functionality

david100ny — Thu, 11 Aug 2011 21:02:28 GMT

This has happened several times (have "fixed" it by using Factory Restore Image provided by Dell, thus resetting the Computer to the way it was when I first took it out of the box). I thought the USB 3.0 issue was related to Installing WIN 7 Updates.......though NIS 2011 was one of the first apps I installed (each time).

When it happened previously, the answer is YES .....USB 2.0 Device i.e. a Flashdrive was recognized when USB 3.0 was NOT recognized.

This latest occurence happened immediately after I installed NIS 2011....so with an approach of LIFO, I removed NIS 2011 and the USB 3.0 Device was recognized again.
Since then, I've downloaded ALL Win 7 Updates from Microsoft and USB 3.0 continues to function.

No, I did not try disabling any features of NIS 2011......currently my Laptop does not have NIS 2011 installed.
No, I did not try disabling any features of Windows Firewall.
Yes...on a previous occurrence, I contacted Dell Support. Dell Support used Remote Access to my Laptop and the Support Technician downloaded the latest USB 3.0 Driver and installed it. That did NOT fix the issue........USB 3.0 Device still not recognized.
Yes, it shows as: FreeAgent GoFlex Drive (F:)
The Laptop came from Dell with a "Trend Micro" 30-day subscription. I have not "Activiated" it...but have not uninstalled it either. It's always been on the computer as it came from Dell that way.........and is alway "restored" when I use the Sytem Retore Utility and reload the Factory Disk Image. It does not affect the USB 3.0 functionality.

Re: NIS 2011 & WIN 7 Prof 64 - Installation of NIS 2011 DISABLES my USB 3.0 Functionality

david100ny — Thu, 11 Aug 2011 22:39:09 GMT

It is repeatable.

I decided to Install NIS 2011 (again).

As soon as NIS 2011 is installed, the Laptop (Dell Vostro 3350) STOPS recognizing my USB 3.0 device, an External Seagate FreeAgent GoFlex Pro Portable Drive.

As usual, when I plug in the USB 3.0 device...... the computer semi-Locks-up....and when i try to "Shutdown", it doesn't shutdown, but rather, I have to Press-and-Hold the Laptop "Power" button to force the computer to shut off.

After powering-on again......I disabled NIS 2011 "Smart Firewall" and "Intrusion Detection" , and that did NOT help. The USB 3.0 External Portable Hard Drive was not recognized and the computer semi-Locks-Up.

So, once again, I UNINSTALLED NIS 2011......restarted the Computer and the USB 3.0 External Portable Drive is now recognized and I tested by copying a 4 GB Folder to the Dell Vostro 3350 Hard Drive.

Re: NIS 2011 & WIN 7 Prof 64 - Installation of NIS 2011 DISABLES my USB 3.0 Functionality

dickevans — Thu, 11 Aug 2011 22:48:52 GMT

Hi,

Has the Dell security suite been disabled or uninstalled?

What is the status of things as shown on your network security map?

Thanks

Re: NIS 2011 & WIN 7 Prof 64 - Installation of NIS 2011 DISABLES my USB 3.0 Functionality

huwyngr — Thu, 11 Aug 2011 23:44:47 GMT

David -- you absolutely do need to uninstall and clean up that Trend trial even if has not been activated it's files are there and they have deep hooks into the operating system.

I know that it seems illogical that Trend should be having effect when uninstalling NIS stops the loss of the USB3 connection but this can happen -- if you want to see an example do a search on Context Menu or on PowerDesk in the Norton 360 Forum and you will see an exact mirror where the problem disappears when Norton 360 is removed but the cause is in PowerDesk and was cured when they issued a fix!

So you should use the WIndows Remove Programs to uninstall Trend and then follow the procedure that Trend provide

Trend Micro

http://esupport.trendmicro.com/1/How-do-I-remove-old-or-new-versions-of-Trend-Micro-products-in-my-comp.aspx

Then you should uninstall your NIS 2011, clean up and reinstall it and you may like to use the new Norton Remove & Reinstall Tool as below:

Here is a link to the new Norton Remove & Reinstall tool that, like the older Norton Removal Tool removes most Norton Products from your system, but the newer tool uninstalls the Norton products from your computer and reinstalls the latest version of your Norton security product.

If you already have the latest version of Norton AntiVirus, Norton Internet Security, or Norton 360, the Norton Remove & Reinstall tool reinstalls the same version of the Norton security product on your computer.

Note that it does not reinstall other Norton products you may have installed -- that you have to do manually and we can point you to the download point for the current versions.

This link Symantec Norton Removal Tool. will direct you to the older Symantec Norton Removal Tool which can be used if the newer Norton Remove and Reinstall Tool does not fix the problem.

If that does not fix it then it might be worth reinstalling the USB3 driver from Dell even if it did not help previously.

Please remember in the future that if you do a Dell restore to factory condition type system restore you will be reinstalling that Trend Trial and so will have to go through the cleanup procedure again. This isn't just a Norton thing but applies to most security applications..

And also it is worth knowing that the Windows Restore Point recovery can break most security applications -- and quite a few other applications too -- because after you go back in time to a point when the system was working you end up with a mix of old and new system files but the security applications that keep track of file details to thwart malware attacks don't get told about the changes and can think your system has been compromised.

I hope that does not confuse you but it's all stuff that it's worth knowing about before you run into it!

Please let us know how you get on or if you have any queries ....

Re: NIS 2011 & WIN 7 Prof 64 - Installation of NIS 2011 DISABLES my USB 3.0 Functionality

david100ny — Fri, 12 Aug 2011 12:58:40 GMT

I uninstalled Trend Micro per your instructions, first by using the "Remove Program" feature in Control Panel and then downloading and running the Trend Micro removal tool.

Then as you recommended, I downloaded and ran the "Norton Remove and Reinstall tool", .........however it displayed a pop-up window saying "No Norton products found" (....or words to that affect). I had removed the NIS 2011 last night using the "Remove Program" feature in Control Panel.

I used the utility: CCleaner to "Scan for Registry Errors" and allowed CCleaner to fix registry issues (had to run this 3 times to find and fix all issues).

I then:

Powered-off the Computer.
Turned the Computer back on
Then INSTALLED NIS 2011. (interestingly, after the above removal steps.....I did not have to re-enter the Product Key Code).

After NIS 2011 was re-installed, I connected my Seagate FreeAgent GoFlex Pro USB 3.0 Portable External Drive and it was SUCCESSFULLY recognized.

I was able to copy a 4 GB data folder from the External Drive to the Vostro 3350 Laptop Hard Drive.

I then disconnected the External Drive.

I ran NIS 2011 "Live Update" and downloaded and installed NIS 2011 Updates.

I shutdown the Laptop.

Powered on the Laptop.

I connected the USB 3.0 Portable External Drive.

It was successfully recognized.

I again copied my test folder (4 GB ) of data to the Laptop Hard Drive.

So far....so good!

Thanks for your help !

I'll continue to monitor the performance and connectivity of USB 3.0 devices.

Re: NIS 2011 & WIN 7 Prof 64 - Installation of NIS 2011 DISABLES my USB 3.0 Functionality

huwyngr — Fri, 12 Aug 2011 15:15:29 GMT

I'm glad that worked. It sounds as though Norton never installed if you got the no product, unless that was after you had uninstalled.

When the NR&R Tool failed the best bet would have been to use the older NRT since it knows where Norton puts stuff!

But I use CCleaner myself and Revo Uninstaller ...... but with caution.

It will help other users if you set the SOLVED flag that you can do as the originator of the question on the message that seems to have had the right result.

Re: NIS 2011 & WIN 7 Prof 64 - Installation of NIS 2011 DISABLES my USB 3.0 Functionality

david100ny — Fri, 12 Aug 2011 18:38:44 GMT

Thanks. I'll set the SOLVED Flag.

I'll be keeping a watch on the USB 3.0 connectivtiy for several days....just to be sure that the problem is gone.

Re: NIS 2011 & WIN 7 Prof 64 - Installation of NIS 2011 DISABLES my USB 3.0 Functionality

david100ny — Fri, 12 Aug 2011 20:53:59 GMT

I ran into the issue again. The Laptop stopped recognizing my USB 3.0 Device.

I installed Second Copy, a File Synchronization Utility.

I use it to synchronize my Computer Hard Drive with the External Portable Hard Drive (for Back-up purposes).

As soon as I installed Second Copy, I plugged in the USB 3.0 External Portable Hard Drive, and it WAS NOT recognized.

So I uninstalled Second Copy and restarted the Laptop.
I then Disabled NIS 2011 Smart Firewall and Anti-Virus Auto-Protect.
Then Installed Second Copy
When I plugged in my USB 3.0 External Portable Drive, it was recognized.
I enabled Smart Firewall and Anti-Virus Auto-Protect.
The External Portable Drive continues to be recognized.

I never know when USB 3.0 will stop functioning.

Re: NIS 2011 & WIN 7 Prof 64 - Installation of NIS 2011 DISABLES my USB 3.0 Functionality

huwyngr — Fri, 12 Aug 2011 22:10:11 GMT

I honestly have no idea what to suggest. I would mention again the Context Menu problem of a couple of years back where it was a programming fault in the third party application (a failure to update a protocol after Microsoft introduced it and then only later started using it themselves that caused the error situation to appear only when Norton was there (because they had updated previously).

I don't know anything about Second Copy and whether anything in what it does in automatically backing up offends Norton's security tools or not. I take it you are fully uptodate: 8.0.4.1 in June 2011

I did a Google on [ USB3 problems +Seagate ] and all I can say is that you are not alone in having USB3 problems with the GoFlex drives -- have you talked to Seagate about this?

Let's see if anyone else can come up with anything useful.

Re: NIS 2011 & WIN 7 Prof 64 - Installation of NIS 2011 DISABLES my USB 3.0 Functionality

AllenM — Fri, 12 Aug 2011 22:43:26 GMT

Hi david100ny,

Welcome to the Norton Community.

Do you have any other USB 3 devices that you can try? This could be a USB 3 flash drive or another type of USB 3 hard drive or most anything else. It would help to know whether all USB 3 devices have problems at that point or only this one.

You should try this at a time when you are currently experiencing a problem with the GoFlex drive.

Best wishes.

Allen

Re: NIS 2011 & WIN 7 Prof 64 - Installation of NIS 2011 DISABLES my USB 3.0 Functionality

david100ny — Sat, 13 Aug 2011 15:47:02 GMT

I have a Patriot USB 3.0 Flashdrive. I have not tried it in recent occurrences with the USB 3.0 problems. I have had many, many occurrences of the USB 3.0 Problem.

I have been having this problem since first getting the Vostro 3350 Laptop a couple of weeks ago. At the beginning, the only "Fix" i had was to reload the Factory Disk Image and return the Laptop to the original factory state.....and start over.

When the USB 3.0 problem first appeared, I DID try the USB 3.0 Flashdrive and it was also NOT recognized.....same as the External Portable Drive. At the same time, the USB 2.0 Flashdrive was being recognized and I could copy files back and forth........just NOT the USB 3.0 devices. The Laptop was became unstable, though not entirely locked-up....but the only way to restart it was to hold the Power button until it shut off.

You can download a 30 day trial of "Second Copy" (www.centered.com) ....I'd be interested to know if you can reproduce this problem on a Computer or Laptop with USB 3.0 Ports.

....btw....I set up all of my Second Copy Profiles as "Manual"....there is no automatic or scheduled Backup in my setup. I just run various Profiles when I feel it is time to synchronize my Hard Drive with an External Portable Drive.

Re: NIS 2011 & WIN 7 Prof 64 - Installation of NIS 2011 DISABLES my USB 3.0 Functionality

huwyngr — Sat, 13 Aug 2011 16:21:51 GMT

David,

I've been looking around the Dell Vostro 3350 Support pages and I wonder if you have checked out the page on USB problems?

http://support.dell.com/support/topics/global.aspx/support/kcs/document?c=us&cs=04&l=en&s=bsd&docid=DSN_361761&isLegacy=true

I know you've done Step 1 -- Check with alternative devices;

What about Step 2 which includes a BIOS upgrade dated June 7 2011 that states

Fixes and Enhancements

1. Improved BIOS password function.
2. Added TI USB 3.0 Host Controller support.

which would seem to indicate that they might have any of 3 USB 3 controllers installed -- it could help to know which you have but I don't know quite how you find that <s>

And there are a number of Chipset drivers that include two USB 3 updates -- I guess depending on which chipset you have of the two? The first is earlier and points specifically at reliability but the second may only apply to VISTA.

I know you said you'd installed updated something from Dell but these seem very specific and if you've done a factory restore since then you would have lost those updates.

And then there's Step 3 which is a Dell DIagnostic Tool .......

Does the Dell preinstall include an Autoupdate Utility for such files?

Re: USB 3.0 Functionality Problem upon Install of NIS 2011 (Laptop with WIN 7 Prof 64 )

david100ny — Mon, 15 Aug 2011 21:31:19 GMT

I went to "Computer Management" -> "Device Manager" and checked my

USB 3.0 Root Hub
USB 3.0 Host Controller
The entries show "Renesas Electronics" and the Driver Version is 2.0.32.0

When I go to the DELL Support Website, the Download for Renesas USB 3.0 says the Version is 2.0.32.0............so I think I have the latest USB 3.0 Drivers.

...btw, I just purchased this LAPTOP and received it about 2 Weeks ago.

I checked the LAPTOP BIOS and it's version A04.

When I checked on the DELL Support Page, the latest BIOS Version is A04

Have you been able to reproduce the USB 3.0 Problems I'm experiencing?
Do you have any Laptops with USB 3.0 Ports?
Do you have any USB 3.0 Devices i.e.. External Portable Drive or a Flash Drive?
Is Norton Internet Security 2012 being tested for any issues with USB 3.0?

Re: USB 3.0 Functionality Problem upon Install of NIS 2011 (Laptop with WIN 7 Prof 64 )

huwyngr — Mon, 15 Aug 2011 22:47:26 GMT

Oh well -- troubleshooting is a matter of elimination so it looks as though you are uptodate on the BIOS and the USB3 driver -- although I would be inclined to download that driver again and reinstall it in case it did somehow get corrupted.

You ask:

Have you been able to reproduce the USB 3.0 Problems I'm experiencing?
Do you have any Laptops with USB 3.0 Ports?
Do you have any USB 3.0 Devices i.e.. External Portable Drive or a Flash Drive?
Is Norton Internet Security 2012 being tested for any issues with USB 3.0?

Well I don't have USB 3 on any of my equipment so the first 3 are NO

I can't be specific from knowledge about NIS 2012 being tested with USB 3 but there are users about both using 2011 and the Public Beta of NIS 2012 for this to be spotted.

I've been doing some online research on Renesas (which is the name now used for a merg of NEC and Renesas and it does seem a lot of people have had trouble with their USB3.....

One thing I discovered is a reference to a 2.1.19.0 driver released last month .......

Here's the link to it:

http://www.station-drivers.com/page/nec.htm

This is a French location so although the information here is in English if you follow the links to Release Notes they are in French. However I can read that and it says that they have no further detailed information but that it seemed to work OK.

I would be reluctant to install it without first contacting Dell and really leaning on them based on a Google on [ "Renesas Electronics" USB3 problems ] and other general USB 3 problems that are rampant out there.

But if all else fails I would certainly try it myself after making sure that I had the Dell latest driver a USB2 thumbdrive and a bootable CD or Thumbdrive although I can't see a USB controller update stopping the system from booting up!

Please don't let Dell sell you that it must be Norton since you don't get the fault if Norton is not there -- I've told about the Context Menu problem that seemed must be due to Norton 360 for just those reasons but which turned out to be an out of date element in a third party application that only caused a problem if another application was there and uptodate on that Microsoft element.

You have some others here who have a great deal of background in such problems so see what they say ....

Re: USB 3.0 Functionality Problem upon Install of NIS 2011 (Laptop with WIN 7 Prof 64 )

david100ny — Thu, 18 Aug 2011 21:13:51 GMT

Now when I install a New Software or Windows Updates:

I temporarily disable NIS 2011 Smart Fire Wall
and
I temporarily disable NIS 2011 Antivirus Auto-Detect
Since I've been following this procedure, I have not had the issue with Losing USB 3.0 Functionality.

I have recently installed:
SQL Server 2008
Coldfusion 9
Adobe Creative Suite 5
WIndows Updates
Including, Today, a Video Driver Update
I installed this Video Driver update 2 Weeks ago and at that time, I did LOSE USB 3.0 Functionality following the Installation
Today, with the Procedure of Disabling Smart Fire Wall and Antivirus Auto-Detect, I did NOT lose functionality
I still wonder about this being a Norton Internet Security issue.

I would like Norton to obtain a Laptop with USB 3.0 Ports and follow the steps I've laid out, from start to finish, and see if you experience this issue yourselves.

I'm surprised that you say that Norton does not have a Laptop with USB 3.0 Ports to test on, I would think this a sensible investment since Norton must be Beta Testing NIS 2012

Re: USB 3.0 Functionality Problem upon Install of NIS 2011 (Laptop with WIN 7 Prof 64 )

huwyngr — Thu, 18 Aug 2011 22:07:24 GMT

David --

<< I'm surprised that you say that Norton does not have a Laptop with USB 3.0 Ports to test on, I would think this a sensible investment since Norton must be Beta Testing NIS 2012 >>

I didn't say that! I said I didn't .... Unless you see a name in red none of us here are Norton employees -- we are all users who like helping other users. The guru title some of us have is given by Norton so some of us that they select and we do have some more access to inside help but otherwise we are users with all sorts of different experience.

I'm sure that the public beta for 2012 has been tested on PCs with USB 3 just as I'm sure that 2011 is being used by others who have USB 3.

I'll ask around to see if anyone can help but meanwhile does this extract from the manual for Second Copy offer a clue to what may be happening:

Copying to USB Drives:

You can set the profile to copy files to a removable USB drive based on its volume name, and not

based on its drive letter.

Go into the profiles' properties and select "Where?" tab for the Destination folder (where you have specified the usb drive letter - make sure that the USB drive letter is valid). Enter the drive letter and the path for the usb drive where you want to copy files (e.g. "E:\Backup" without the quotes). Then check the box "

Copy only to Volume named" box. Then go to the Finish tab and click on the Finish button to save the profile.

Then go back to the profiles' properties, and now this time enter "?:\" in the Destination folder filed instead of the actual drive letter (e.g. "?:\Backup" without the quotes). Then go to the Finish tab and click on the Finish button to save the profile. From now on, Second Copy would automatically detect the correct drive letter based on the USB drive's volume name.

Note:

" Copy only to volume named" option box is only displayed if Windows reports the drive to be a removable drive. Even though your drive may be removable, Windows may not be reporting it to be a removable drive.[my emphasis] (Just to see how the option would look, enter A:\ on the destination folder field.)

If the above option box is not displayed in your case, then first set a hidden option called "AlwaysShowVolumeNames=1" in the profiles.dat file. For more information on setting this option, please refer to the Help file and look under Hidden Options topic.

Note:

If you are copying to a removable disk, you can specify a disk volume name / label to copy to.Make sure to check the "Only copy to volume named" box.

To assign a new volume name to the disk in the removable drive, type the new name and click Next.

If you are copying to an FTP server location, you can specify the FTP login information and the path on the FTP server.

Let's see what I can dig up .....

Re: USB 3.0 Functionality Problem upon Install of NIS 2011 (Laptop with WIN 7 Prof 64 )

david100ny — Fri, 19 Aug 2011 13:33:39 GMT

I'm sorry.

I thought all replies were from Norton Employees......that's why I wrote what I did. I thought it was Norton saying that they didn't have any Computers with USB 3.0.

I appreciate your help! Your advice to uninstall the Trend Micro was very helpful.

And now, with the procedure of temporarily Disabling Smart Fire Wall and Antivirus Auto-Detect, I've been able to install Software and WIndows Updates without Losing USB 3.0 Functionality.

Thank you again for your time and assistance!

Re: USB 3.0 Functionality Problem upon Install of NIS 2011 (Laptop with WIN 7 Prof 64 )

AllenM — Fri, 19 Aug 2011 13:44:16 GMT

HI david100ny,

No worries. :smileyhappy:

You can identity Norton Employees as their names are all in red.

Happy to see that you have everything working now.

Best wishes.

Allen