topic Re: DVD Drivers disappear after attempting install of NIS in Norton Internet Security / Norton AntiVirus

DVD Drivers disappear after attempting install of NIS

dseipel2 — Wed, 08 Feb 2012 18:03:29 GMT

In the middle of installing Norton Internet Security 2012 when I boot up my computer I get a message that says A problem has occured that needs your attention. This process is unable to continue because a CD or other media source was removed or disconnected. To continue please re insert or reconnect and press Next. Whenever you press next the window reappears

I checked and my DVD Drive no longer shows up under My Computer. I'm installing on a 64-bit Windows 7 Home Premium laptop. What do I do now?

Re: DVD Drivers disappear after attempting install of NIS

Atomic_Blast — Wed, 08 Feb 2012 18:29:48 GMT

Hi dseipel2:

Welcome to the Norton Community!

Sorry that you are having this experience. :smileysad:

NIS 2012 should be installed as Administrator.

Please ensure that NIS is the only realtime security program on your computer - very important for a new install.

If there was a previous install of any other security product, it will need to be properly removed first.

We can help you with that.

It is also possible that the NIS installation went astray and we need to clean it up (remove) and reinstall it.

Let us know.

Thanks,

Atomic_Blast :)

Re: DVD Drivers disappear after attempting install of NIS

SendOfJive — Wed, 08 Feb 2012 19:48:05 GMT

Hi dseipel2,

Did you uninstall a previous installation of Norton 360? If so, see the optical drive solution here:

Cannot access CD/DVD after I install or uninstall Norton 360

Re: DVD Drivers disappear after attempting install of NIS

Vineeth — Thu, 09 Feb 2012 17:54:27 GMT

Hi dseipel2,

We would like to gather log files to find out the root cause of this issue. To gather log files:

1) Visit the below site:

http://us.norton.com/support/kb/web_view.jsp?wv_type=public_web&docurl=20080507162141EN

2) Make one change to the steps listed:

Step 2.6: Check all the advanced options

3) In the end, no files will be sent to Symantec automatically. You will be shown the location of the logs after you complete the form after hitting the "finish" button.

Let me know when you have the logs ready, I will help you to upload it.

Thanks!

Vineeth

Re: DVD Drivers disappear after attempting install of NIS

mbknubi — Sun, 04 Mar 2012 20:05:59 GMT

Two separate computers lost the dvd drivers after going through an installation of norton premiere. Norton subscription runs out tomorrow. I bought new 3 license disk. Installation first unistalls old installation (have commented numerous times about having to go through this, instead of just having to put in new license key). When it asks to reboot the computer the computer restarts without the drivers for the dvd's. OS, windows 7 32 bit. When you go through the windows 7 trouble shooter and it tries to reinstall the drivers, it fails. I did this for two computers one right after the other, so I suspect some sort of issue with Norton software or something infected my computer and is preventing Norton from reinstalling by getting rid of drivers, that too is a Norton software problem, because I was running norton 60 premiere protection on both computers.

Regardless it looks like I'm not alone... today's date is 3/4/2012

mbknubi

Re: DVD Drivers disappear after attempting install of NIS

DW54 — Mon, 05 Mar 2012 04:01:49 GMT

Same problem on my Win7 lost DVD drive on restart, so i did a system restore and tried again. second time i have my DVD back but i can not access any files, says the short cuts do not exist. and NIS 2012 is not showing as installed. Help am stuck now.

Re: DVD Drivers disappear after attempting install of NIS

mbknubi — Mon, 05 Mar 2012 14:46:40 GMT

Came back today to report the use of microsoft's fixit tool worked to restore the drives. Just search microsofts website for Fixit and then look at the various choices, one is specific for cd/dvd problems. When I searched for this thread today to report my success, I came across more instances and in fact a report of the use of fixit to remedy the symptoms. However, a note to whomever is a moderator from Norton, since this seems to have been happening since 2009, it would seem worth while to find out what causes this in the software updates and save us all a lot of problems. My recommendation is to change the way one has to renew when buying a retail disk. I always shop for a good deal on norton software and buy the disk rather than spend the xtra money to pay on line. We have a good number of computers in the family. But when you go to renew, the disk automatically goes into a mode of uninstall old software (regardless of whether the version is any different) and new install. I select save settings. But why not just have us able to simply put in the new license without using the disk and run much the same as is done for an update? Lot less chance of corrution and so much easier on your clients. If that exists already, please post it somewhere easy for us to find. Thanks,

Re: DVD Drivers disappear after attempting install of NIS

Vineeth — Mon, 05 Mar 2012 15:37:20 GMT

Hi mbknubi,

Thank you for feedback. We are looking in to this. It would be great if you gather the log files, which would help us to find out the root cause of the problem. Please follow the steps here to gather the log files.

@DW54,

Please follow the steps here to gather the log files.

Let me know once the log file is ready. I'll help you to upload it.

Vineeth

Re: DVD Drivers disappear after attempting install of NIS

SendOfJive — Mon, 05 Mar 2012 17:48:19 GMT

Hi mbknubi,

If you are not upgrading to a newer version of your product, then yes, you can simply click the "Renew" link on the Norton main window and input your new product key. This will give you another year of subscription time without reinstalling the software. If, however, you are moving up to the latest version, then the old version will need to be uninstalled. And it will not matter whether you are installing from a CD or using the installer that you can download from the Norton website - either way, the new installation will remove the old one because it has to do so. The problem arises only when uninstalling Norton 360 and is likely related to the removal of the drivers for the software that the program uses to backup to CD/DVDs.

Re: DVD Drivers disappear after attempting install of NIS

flyvertical — Thu, 08 Mar 2012 10:01:53 GMT

Similar story - tried installing NIS 2012 after using 360 for years and now I have two computers (1x Vista and 1x Win7) without DVD drivers, with expired security and with no method of installing the NIS I just bought. I wll attempt the various fixes that have been suggested to the numerous other customers who have experienced similar problems. Not impressed.

Drew

Re: DVD Drivers disappear after attempting install of NIS

huwyngr — Thu, 08 Mar 2012 16:26:34 GMT

Drew,

The Microsoft FixIts seem to do so for many users here.

Bear in mind that while Norton does have a team trying to pin down what triggers this disappearing act it is not confined to Norton software and that it is Microsoft who offer the fix for something happening in Windows .... <s>

Re: DVD Drivers disappear after attempting install of NIS

DW54 — Fri, 09 Mar 2012 22:41:45 GMT

After hours of trying to recover my computer and i am not able to collect the logs. I had to use my original recovery disks to restore my computer and spend many more hours reinstalling my data, I back up often to an external hard drive, so all was not lost.

So now i am a very pissed off faithful Norton customer with a rebuilt computer system, all my Norton login data is gone and a Disc with NIS 2012 that i am afraid to use on my 3 computers. Do i dare try again and spend 8 hours repairing the damage.

Tell what to do that will give me confidence to try your product again.

DW54

Re: DVD Drivers disappear after attempting install of NIS

huwyngr — Fri, 09 Mar 2012 23:29:41 GMT

<< I had to use my original recovery disks to restore my computer and spend many more hours reinstalling my data, I back up often to an external hard drive, so all was not lost. >>

If these were the Restore to Factory Condition disks supplied by or made by you using the Recovery Manager to do so, bear in mind that it will restore any security application that came on the original computer -- often but not always a Norton product.

If it was Norton then use the Norton Removal Tool to uninstall and clean up.d

If it was another product let us know and we can point you to the appropriate tool on their website.

I would not install from the disk you have but either use the Download button in your MyNortonAccount where you originally activated the Norton product that you are installing if it is in their as an activated product. This route downloads the most recent downloadable version already activated.

If your NIS is not yet there then use this link to download a single installation file that you can use to install from on any computer and then activate using the KEY that came with your NIS disk.

New NIS 2012: Click on this link -- NIS 2012

This will download a single file of around 100MB which you should save on your hard drive where you can use it again if necessary -- Do not select Run but use Save when asked and remember where you put it! You can put it on a thumbdrive if you want for the other PCs or once the first PC is activated you can use the Download button I mentioned earlier, but personally I prefer the single file download with manual install and activate.

If you are using VISTA or Windows 7 I would right mouse click on the downloaded file and select Run as Administrator since I find this seems to give better results, but that is not available in XP.

After the installation is complete reboot and then run Live Update manually with a restart inbetween until it tells you that you are fully uptodate since there is a version change just announced and it takes a while for those to get posted on the download servers I've pointed you to.

When I checked just know it showed 19.5.1.2 as the download file whereas the recent update is 19.6.1.8

If you have any queries please ask first .... and let us know how you get on.

PS It would be prudent and save you a lot of time compared with reinstalling to make an image of your hard drive and save it other than on your main drive, preferably on an external drive. That way you can get back to basics with your applications etc (but not more recent files) in a few minutes. If you are using WIndows 7 it has Imaging built in or there are excellent free Image programs you can download and install.