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Moderator
Allen_K
Posts: 1,364
Registered: ‎04-09-2008

Re: attempt to load cleanup engine failed - Norton 360

Hi DaCreator1,

 

Please check your forum PM box in the upper right hand corner of any forum page.  It looks like this -->  

 

Thanks. 

Allen
Visitor
DaCreator1
Posts: 7
Registered: ‎05-24-2008

Re: attempt to load cleanup engine failed - Norton 360

Thank you, I did not realize there was an inbox here.  I should have noticed that.

 

:)

 

Newbie
tliau
Posts: 1
Registered: ‎05-29-2008

Re: attempt to load cleanup engine failed - Norton 360

I have the same problem with my Norton 360.  Similarly I have tried to uninstall and reinstall numerous times to no avail.  I also communicated with a Norton Engineer via their chat and tried the suggested solutions, but my problem still persist.  The Terminal service is set to automatic and is started.  Anyone can help me?

Tony_Weiss
Posts: 8,231
Topics: 582
Kudos: 2,086
Solutions: 337
Registered: ‎04-07-2008

Re: attempt to load cleanup engine failed - Norton 360

Hi tliau,

 

Did you try the solutions posted above? How did you remove Norton 360 from your system? You may wish to try the Norton Removal Tool instead of uninstalling. 

Tony Weiss
Norton Forums Global Community Manager
Symantec Corporation
LB
Contributor
LB
Posts: 40
Registered: ‎06-05-2008

Re: attempt to load cleanup engine failed - Norton 360

Hi,

 

I used to have the same error message. I uninstalled Norton 360 2.0 with the Norton Removal Tool, the Terminal Services are fine, still it did not work. I contacted tech support three times with this issue; the tech support even removed it himself once. I followed the tech support guy's instructions and uploaded a big zip file of error logs to help the engineers at Symantec; they promised that a solution would be availabe within 48 hours. That was ages ago (actually, more like two months). Today there was un update to Norton 360 that required a reboot. I was hopeful... but now I have the slightly different error message "Initialization to load the cleanup engine failed."

 

What is going on?

Thanks 

Symantec Employee
Matt_Boucher
Posts: 743
Registered: ‎04-23-2008

Re: attempt to load cleanup engine failed - Norton 360

LB, you are correct that the latest update did resolve some of the issues associated with this error message, however there is still an issue that we are working on. With the help of another poster on this forum, we have obtained logs and are working on a solution that will fix the issue you are seeing.

 

The initial investigation of the new logs shows that some machines fail when we call specific windows API's to get the current user. This failure causes our cleanup engine to ultimately fail.

 

If you only have 1 user on this system and you are still seeing this issue, then there may be another issue that we are still not aware of, please let me know and we can connect to get a set of logs from your machine. Thanks for your patience while we figure out how to work around this issue.

 

Matt

LB
Contributor
LB
Posts: 40
Registered: ‎06-05-2008

Re: attempt to load cleanup engine failed - Norton 360

Thanks for replying so quickly.

 

There is only one user account on the affected computer. I would be very happy to help you resolve this issue; send me the instructions on how to generate the logs and I'll do that in the next few hours.

Symantec Employee
Matt_Boucher
Posts: 743
Registered: ‎04-23-2008

Re: attempt to load cleanup engine failed - Norton 360

 

LB,

 

Please check your forum PM box in the upper right hand corner of any forum page. 

It looks like this -->  

 

Thanks,

 

Matt

Newbie
reblaus
Posts: 1
Registered: ‎06-07-2008

Re: attempt to load cleanup engine failed - Norton 360

Hi Matt,

 

I have the some problem on my maschine (Norton 360, Vers. 2.3.0.9):

-) I set up 3 users

-) all users are "administrator"

-) user #1 has the problem to load the cleanup engine

-) users #2 and #3 work perfectly

Do you have any specific tips for my case?

 

regards from austria

christian 

Symantec Employee
Matt_Boucher
Posts: 743
Registered: ‎04-23-2008

Re: attempt to load cleanup engine failed - Norton 360

Christian,

 

As I stated above, we are still investigating an issue with a Windows API call that is failing for some users on some systems that is causing our cleanup engine to fail to load.

 

However, in your case since user 2 and 3 work, they will take care of the cleanup for user #1.

 

Regards,

 

Matt