Norton 360

[cgoldman]

If I understand this thread, the issue is that the Diagnostic report is showing PC Tuneup as disabled even though the main screen is showing protected.

I have this issue. I have followed the changes to com host and core LC from manual to automatic, started com host, and ensured all other entries were started and set to automatic. It made no difference. As I previously report "Symantec SymSnap VSS Provider " I did not find at all in my services. Should I under XP?

It occured to me that perhaps if you have not checked all options and at least run all options once, that the diagnostic report will remain as disabled. So on one machine I enabled all options and forced all options to run, then re-ran diagnostic and still it says Disabled. Surely then the fault is in the diagnostic report.

[Matt_Boucher]

Sorry I don't quite follow what you are saying, what is "Symantec SymSnap VSS Provider"? Where did you get that information?

The Diagnostic report gets it's status from the main product, if the main product is reporting green then it should be green. If red, then red.

You have my email, go ahead and forward me the bad diagnostic report.

Thanks,

Matt

[cgoldman]

Hi Matt

Yes, I got caught out this way too! If you set "Thread options" to "sort messages by threading" you see that I was replying to Tony_Weiss (bottom of page two). Tony_Weiss gave the following link

http://www.symantec.com/norton/support/kb/web_view.jsp?wv_type=public_web&ssfromlink=true&sprt_cid=b...

In that article point 8 of step 1, lists five files. The first has a note indicating that it may be ignored if not found, but in XP I also do not have the fourth item in the list, namely "Symantec SymSnap VSS Provider".

Is that cgoldman guy being pedantic or what ! No, just precise.

I will email u the screen shots of all the relevant screens, from which you will see that all is green, but still saying disabled in diagnostics. I have this on 2 m/c and will explain further in the email.

Thanks for coming to the rescue

[spiderknight]

I also clicked on the link Tony Weiss sent on page 2 of this posting and found Symantec SymSnap VSS Provider missing from services.msc in my Windows XP maybe this missing file is what is causing all the trouble. I have already private message both Tony & Matt.

Message Edited by spiderknight on 07-18-2008 03:41 AM

[cgoldman]

I've kudued you. Thanks for the confirmation. I suspect that the missing file only relates to the other operating system, to which the post refers and therefore that there should simply be a note that this file does not exist and may be ignored for XP. However, its always best to have Tony or Matt confirm. I raised this yesterday in private msg to Matt, so I know he is already checking same.

[spiderknight]

After sending Matt Boucher the diagnostic report by email Matt & his team was able to get me clarification on some item that were cause concern. Here is what Matt told me (bare with me if you seen some of this in other posts) 1. The problem in this post PC Tuneup showing disable in the diagnostic report is clich it isn't actual disable. 2. How often the different parts on PC Tuneup automatically run, I thought like The Virus & Spyware scan the different checked parts of PC Tuneup run daily but Matt informed some the parts like Sparer file cleanup & optimizes disk may only run monthly. 3. Automatic Virus & Spyware scan running for few second but not scan any files, I was under the misconception that wouldn't even try to start if the system was busy, but Matt said I can start a scan but then be interrupted before finishes and this way 0 files are scanned. 4. Last problems that started happening was in the middle comprehensive scan the scan would freeze and I'd have to end it in Task Manger and do a Restart or when N360 v2 would try to loading and parts of PC Security and Identity Protection would come up red say they were deactivated but clicking fix or clicking the deactivated parts wouldn't turn them back only doing a restart would turn them back on it. What Matt & his team after looking at the diagnostic and seeing everything in the I32 file was loading during startup and this was happening because my WMI was corrupted and this was causing the scans to sometime freeze & N360 V2 not load right sometime. Matt sent me a link to Micoforge on how reset the WMI. I only did this few days ago I'm giving it 1-2 weeks to see if the reset stays in place or if the WMI get corrupted again (from what I've seen on the internet the WMI corruption may have happen during an upgrade to XP SP3 which didn't go smooth). In closing thank you to Matt and his team for your help, they did a much better job then my 2 tries using Tech support did.

[Matt_Boucher · Accepted solution]

Just to make sure all the details are correct:

1) The diagnostic report showing PC Tuneup is disabled is a known issue that we are working on and I believe we have a solution, just waiting for it to be released. This is just a visual issue and your PC Tuneup is not actually disabled.

2) PC Tuneup scans are run once per month not daily like the Virus & Spyware scans.

3) We have seen on some machines scans that say 0 files were scanned, although difficult to reproduce, it usually happens when the scan trys to start at idle and you happen to take your system out of idle before the scan has a chance to start. Again not a big issue as the next time you go idle, the scan will restart.

4) So finally the problem with WMI. We use WMI for some of our components and if it's corrupted, there are issues we just can't get around. For example, if you run your diagnostic report and it shows every item in your windows/system32 directory as being a startup item you can be assured that this is a problem with your WMI database. The only solution that I have found to fully reset the WMI DB is at the following location http://www.microforge.net/kb/102

Matt