Norton Family

[webmasterangie]

I have been trying for 2 days to get the newest version of NSM on my son's computer and I keep getting the error that says I need to install Norton online framework first. His computer has Windows XP, IE 8, and Microsoft security essentials on it. He is set up on a limited user account. I have used the Norton removal tool and searched for any leftover files and folders and deleted them. Then I tried reinstalling but I still get the same thing. I even turned off the antivirus during the install. I had no problems installing NSM on my daughter's computer with XP. I can't think of anything else to try and I could really use some help! Thanks.

Angie

[webmasterangie]

I don't understand why my post keeps being ignored. Does this mean I'm out of luck? Is anyone going to help me?

[adam_schepis]

webmasterangie,

If you go to your Add/Remove Programs page is there a listing for "Norton Online"?  If so, please uninstall that, reboot, and try your install of the latest version again.

Did you download the latest version from the website?

[webmasterangie]

Thank you for replying! No there is anything in Add/Remove programs. I don't think the install ever gets that far. Yes I did download it from the main Norton family online page. It just refuses to install all the way. Is there anything else I can do?

[webmasterangie]

No luck I still can't get it installed. This a a new setup with hardly anything on it. I can't imagine what is causing the problem.

[adam_schepis]

webmasterangie,

If it is a relatively new setup it may be that some of the software that came with the computer is incompatible for some reason.  I'm going to have one of our support contacts reach out to you so that we can grab the logs left behind when an install fails so that we can figure out exactly what the issue is and get it resolved for you.

If for some reason you don't hear from them in 2 or 3 days, please post here again or contact me via email (i am sending you a message with that information)

Thanks!

Adam

[webmasterangie]

If you tell me where they are kept I can send them to whoever they need to go to. Thanks for your help!

[adam_schepis]

They should be stored at:

C:\documents and settings\all users\application data\nortoninstaller\Logs

if you run the install and it fails then the logs should be the file with the most recent date associated with it.  you can send it directly to me if you'd like (via the email i private messaged to you)

[webmasterangie]

I do not have a folder called application data under C:\documents and settings\all users. It isn't under any of the user names either. The only thing that I can find NSM installs on this computer before I get the error is NortonInstaller under C:\program files. Inside this folder are two files with the extension .7z.  I also did a search for "norton" and found nortononline.exe-144A37B8.pf under C:\windows\prefetch. If you want me to send you any of these files let me know. Is there anything else I can do to make this work?

Angie

[mdturner]

HI webmasterangie

To see that folder you need to open Windows Explorer, Click on Tools, Click Folder Options, Click View and then click on the option that says "Show Hidden files and folders" then click on OK.

Close and re-open Windows Explorer and you should now be able to browse to the folder you require.