05-21-2011 06:01 PM
Yesterday I noticed my Smart Firewall was turned off,I tried numerous attempts to turn it back on with no success.I was prompted to run the Auto fix tool ,I did that and it came back with an error code and instructed me to go to norton page to download updates,I did that and still did not work! I have also spoke with one of your online chat people for help,that person instructed me to uninstall my norton product then reinstall....I did that also and still I can not turn on smart firewall.....Please help me fix this ! Also one more thing,After the reinstall I went to the network security map to detect my network,it also fails,telling me to send an error report! I sent that but that doesnt fix my problem! I have tried everything ,please help me! Thank you in advance.
I have Norton Internet Security Netbook Edition
Product Version : 18.104.22.168
Error Description : NIS has encountered an internal program error
05-21-2011 06:28 PM
What was the error code, not just the wording? That might help.
Do you have any other security software installed including another Firewall that might be part of Windows? What does the Action Center say?
What security software was on the PC before you intalled the NIS Netbook Edition? Was that always 22.214.171.124 or is that updated from an earlier version -- if so what Version IDs for the earlier versions?
What verson of Windows do you have installed including Service Packs?
05-21-2011 11:10 PM - edited 05-21-2011 11:31 PM
In my Norton security history ...the error code is 0x80004005
The auto fix error code is..... 3042,1-
Just a minute ago I went back and pushed the fix it button,now it only says smart firewall not fixed,theres not even a one click support window popping up anymore.
The only other security I have is the windows firewall,wich is off !
The action center says to download the first update I was to see on top of list,I did that and nothing at all happened. I even rebooted,when I booted back up,the same thing happened,I get warning saying my computer is at risk and Smart Firewall is off.
The security software I have now was updated from the 2010 Internet security netbook edition I had bought. This whole thing just happened yesterday,before this nothing was wrong.
The Norton Tech told me to install the new version,he had me run the removal tool,then gave me the link to the 2011 product.I did the uninstall,went to the link and downloaded the 2011 . I rebooted,smart firewall was on for maybe 20 minutes and went right back off,w/ same error code sending me to the same link,I tried downloading the update ,it did nothing!
I have Windows XP Home Edition - Version 2002
Service Pack 3
I would also like to add that that the network security map configuration will not initialize either.
05-22-2011 10:26 AM
Thanks for the additonal information -- the CHAT certainly took you through all the right stuff so hang on for someone who knows about firewalls and the error messages -- with the numeric codes one can look things up!
For example the first error code when I googled on it shows a Microsoft KB article that relates to it on XP computers:
Error code 0x80004005
This problem may occur if a file that the Windows Product Activation (WPA) requires is damaged or missing. This behavior occurs if one or both of the following conditions are true:
A third-party backup utility or an antivirus program interferes with the installation of Windows XP.
A file that WPA requires is manually modified.
If you scroll down in that article they give a workaround to rename a bunch of WIndows files and tehn to replce them from the Windows XP Installation Diskwhich you may not have and is pretty complex Later they refer to an XP repair installation which is a process for reinstalling XP on top of an existing installation without destroying your other files.
So I'd hang opn for some help from others with knowledge of the best solution in the context. But in view of the other code, see below, a repair installation may be the best.
While a search on the other error code links me to this:
which in fact is what CHAT did -- remove 2010 and replace with 2011
Do you have an original installation disk for XP that contains SP3 already? That's the gotcha in the reinstallation procedure -- you can't uses on SP 0 disk it you have SP3 on the PC.
Alternatively does your computer have a Recovery Manageer type utility which can restore the computer to factory condition? Although doding that will wipe out everything you've done since you got the computer some such Recovery Manager do include the abiltiy to do a Repair reinstallation and even to replace individual files.
Can you give the exact make and model of PC that you have so I can look it up?
Anyway all of this is background so hang on for a while before starting anything.
05-22-2011 01:24 PM
Yes I have a Gateway LT20
No I do not have the original Windows installation disk & the SP3 came from the windows update !
Also I tried to restore back to an earlier time and that did not work. I do have the ability to restore back to factory default,I have the cds for the default settings but I would really rather not do that because like you said it will erase all of my stuff. I do not have a recovery management program that will repair or replace files.
I will wait like you said to see if theres something you can come up with for me.
I just dont understand why everything else is working on my computer except anything I try to do with Norton! Live Update still works and I run that constantly!
I have ran tests on my computer and everything checks out,the only problem seems to be with Norton!
Oh please help! Thank you!
And if you need any more info about my computer I will gladly supply you with that as well.
05-22-2011 01:38 PM - edited 05-22-2011 01:55 PM
<< Also I tried to restore back to an earlier time and that did not work. >>
Ooops! Did you try a Windows System Restore at any point before the Firewall problem cropped up?
There is a known situation where using System Restore can break Norton (and other systems) because after the restroe Norton finds a mix of current files and ones dating back to earlier. System Restore is only supposed to change Windows System files but security software is dug so deep into the sytem that they can get affected also.
So was this before or after the complete cleanup and installation of NIS 2011?
I'll come back on the question of an XPO Repair.
Here's a link with fiurther links to documentation and FAQs that are useful.
You need an external optical drive (DVD/CDRW) to make/use the recovery disks ....
05-22-2011 02:57 PM
How comfortable are you messing around with the computer? Do you back up any personal files or address lists etc onto a thumbdrive or somewhere off the computer? Is the computer pretty much as you got it from Gateway apart from the updates like SP3 or have you modified it or added applications?
I ask because since part of the problem would seem to be with Windows itself the best thing could be to restore the computer to the factory condition using that recovery system that is built in and then update it and reinstall the NSI 2011 again.
Instructions on how to do it without those recovery disks and an external optical drive are on the Gateay website in that second bunch of links I gave you and if that works then you have a "new" system -- but you have to update Windows, install any applications that did not come with it (I've seen the list of programs Gateway says were preinstalled and it includes some useful stuff) and then copy back any personal data like address / contact lists and personal files.
It's quite a lengthy job and requires patience to do the job properly. Alternatively you can take it to a computer store and ask them to do it for you but they all insist that you back up all your personal stuff before they work on it. Probably charge you maybe $100 ..... Or of course maybe you know a youngster who could do it with his eyes shut!
Think about it and see if anyone here comes up with a cure for the symptoms without doing all that.
05-22-2011 03:05 PM
I am exremely comfortable with doing computer techie stuff to the computer,I have done major work on it myself in the past,I back up all my personal info and programs to disks,because I bought an external disk drive to do so! But the problem is that I have completely restored this computer with a brand new hard drive 1/2 a year ago. Its not anything like when I bought it,I amped it up a bit,so to speak! I do all tech work to this myself,Thats why I was saying that Ive ran all I can to pin down the problem,and all checks out except Norton,all this happened when I updated to 2011...are you sure its not a bug or something like that in Norton?
05-22-2011 03:29 PM
Thanks for all the good news!
It was the MSKB article and its "workaround" for that error message that made think of a repair install. That reads like Windows System files are damaged and even if Microsoft are right in indicating that an AV program can cause this they do have a history of blaming others! And if the system files are damaged then nothing done to or with Norton will repair that.
So that's why I added -- wait for some suggestions.
When you get all this sorted out I would suggest investing in an imaging program and making an image of the entire drive set up the way you want it. Then when the drive next fails (and it will!) it's only a few minutes to restore back to where you were, all customized. If you make new images regularly then you will not even lose much data.
But first things first ... let's see what comes up on the actual problem. I did post a message asking for help on this.