Norton Internet Security / Norton AntiVirus

[mdturner]

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Rohit1gupta wrote:

He is still facing same prob

Nis 09 is working fine in his comp but nis 2010 setup initializes and vanishes. 

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Ro

There have been a couple of different versions of the Norton Removal Tool around recently. The current one is 2010.0.0.98 could you just check the version your friend was using. If it is not that version then you can get it from here:

http://www.symantec.com/norton/support/kb/web_view.jsp?wv_type=public_web&ssfromlink=true&sprt_cid=1...

[mattlenfest]

Hi there. I am having this same problem. I had the beta on my windows 7 machine. I uninstalled it and bought a 2 year subscription to norton internet security 2010. Then I tried to install it after downloading it. No go. It loaded up the installer and I clicked agree and then bam the installer exits with no error no nothing. I clicked on the norton removal tool as advised by norton tech support. Northing. It said uninstalling all norton components. Then restarted. I tried to reinstall it again. Same thing the installer quit as soon as it started. So then I had a tech support agent login. They tried the same things I did. Running the removal tool then restarting. Then running sfc /scannow which didnt do anything. Lastly they said that windows 7 isnt supported. Can you believe that. Just to say that to me when I was a beta tester for them. I told him to check the website. Clearly it states that windows 7 is supported. This guy just didn't want to help. I am glad to see that I am not the only one having this issue. If anyone figures out how to fix it, please reply with the solution.
Below is our clueless tech support chat.

 

6:40 PM Connecting to Rescue Gateway: control.app01-13.logmeinrescue.com...
6:40 PM Connected to Rescue Gateway. A support representative will be with you shortly.
6:40 PM Support session established with Tech Support Agent.
6:40 PM Remote Control started by Tech Support Agent.

6:42 PM Matthew Lenfest: Hello are you there

6:46 PM Tech Support Agent has sent a link: www.norton.com/nis10
6:54 PM Tech Support Agent is rebooting your computer...
6:56 PM Connecting to Rescue Gateway: control.app06.logmeinrescue.com...
6:56 PM Connected to Rescue Gateway. A support representative will be with you shortly.
6:56 PM Support session established with Tech Support Agent.
6:56 PM Remote Control started by Tech Support Agent.

7:06 PM Matthew Lenfest: This is soo weird... Im a computer technician so I tried the basics before I decided to contact you
7:12 PM Tech Support Agent: Sorry Matthew , the version of your Operating System ( Windows 7 ) that you are using is actually not supported.

7:13 PM Matthew Lenfest: It is the full version
7:13 PM Matthew Lenfest: It is windows 7 ultimate
7:14 PM Tech Support Agent: Since Windows 7 will continue to change until it is released in its final version, Symantec cannot officially support it as an operating system until after its final release for resale.

7:15 PM Matthew Lenfest: What are you talking about Muhammed?. It has been released already
7:15 PM Matthew Lenfest: there are no further changes being made
7:15 PM Matthew Lenfest: this has been released to all manufacturers in its current format which is the same one that I have installed.
7:15 PM Tech Support Agent: Matthew , I am so sorry. It is not supported .
7:15 PM Matthew Lenfest: Then what should I do? I have been running the 2009 version, I beta tested the 2010 version and it worked just fine.
7:16 PM Matthew Lenfest: So since it worked so good I bought a 2 year subscription to the 2010 and now your saying it is not supported
7:17 PM Matthew Lenfest: umm
7:17 PM Matthew Lenfest: check your website
7:17 PM Matthew Lenfest: it lists windows 7 ultimate as supported
7:17 PM Matthew Lenfest: under system requirements
7:18 PM Matthew Lenfest: supported operating systems
7:18 PM Tech Support Agent: Matthew, it is not supported once the full version is released to the public, you can install it.
7:18 PM Matthew Lenfest: windows 7 (Home basic home premium professional  and ultimate are listed as supported operating systems
7:18 PM Matthew Lenfest: it has been released!
7:18 PM Matthew Lenfest: what are you not understanding
7:18 PM Matthew Lenfest: it is already pressed onto dvds
7:18 PM Matthew Lenfest: there is no more changes
7:18 PM Matthew Lenfest: the RTM is already in production
7:19 PM Matthew Lenfest: Release To Manufacturer
7:19 PM Matthew Lenfest: RTM = last release in the development phase
7:19 PM Tech Support Agent: No, Matthew, the full version will be released only on October 22 there are many more changes being made to the windows 7 ultimate operating system by Microsoft.
7:19 PM Matthew Lenfest: no thats when non developers and the public will be allowed to purchase it from retail stores
7:19 PM Matthew Lenfest: developers have been able to install the full version of it since last month.

7:21 PM Tech Support Agent: Sorry Matthew, we can't support it before it is official released to the public.
7:21 PM Matthew Lenfest: Muhammed It is my belief that this is just an easy way out for you to be able to say its not supported because you have ran out of items to go through on your checklist... when its running on 2 other of my computers just fine.
7:22 PM Matthew Lenfest: Your company website states that this operating system Windows 7 Ultimate is supported
7:22 PM Matthew Lenfest: therefore it should work
7:23 PM Matthew Lenfest: When NIS 2010 cant even install, you know you have a flawed product or a big problem on your hands
7:23 PM Tech Support Agent: Yes, our websites does say we support it and we mean it, only after the official release of the full version is sold to the general public.
7:23 PM Matthew Lenfest: are you kidding me?! what do you think is going to change now until the 22nd?
7:23 PM Matthew Lenfest: nothing
7:23 PM Matthew Lenfest: it CANT
7:23 PM Matthew Lenfest: the dvds are already pressed and being massed produced for the release
7:23 PM Matthew Lenfest: the same version of windows 7 that I am running is the version on DVD
7:24 PM Tech Support Agent: Matthew , I can't understand your frustration however please understand, we can't support it before the official release.
7:24 PM Matthew Lenfest: ok thank you, you havent been able to help me at all
7:24 PM Matthew Lenfest: good night

7:24 PM Matthew Lenfest has revoked all permissions.
7:24 PM Remote Control by Tech Support Agent stopped.

As you can see they were unable to help and refused to even acknowledge that a problem existed. I hope you all can help me figure out what is going on.

[edit: removed email address and tech support agent name per the Participation Guidelines and Terms of Service.]

Message Edited by Tim_Lopez on 10-05-2009 05:35 PM

[floplot Norton Fighter]

Hi Mattlenfest

Welcome to Norton Forum

I would suggest that you get the latest NRT that is posted by mdturner right above and use that to remove your beta version. Use it twice and reboot after each use of it. However, it will remove all your Norton products on your computer. Save your key. You could also use ccleaner after the removal tool to make sure all is clean. That is if ccleaner works with win 7.Then try installing your NIS 2010.  

[yogesh_mohan]

Hi Matthew,

I am not sure whether you have tried this, if possible, try to reinstall NIS 2010 from SAFE MODE after running the removal tool.

Yogesh

[mattlenfest]

Thank you flopot. I have got the latest one and I did in fact run it twice and we rebooted twice while the tech was on my computer via logmein. That did not fix the problem. I also tried rebooting in safemode. No dice. I turned off restore points when I installed windows 7 because I think that in general they are a waste. However I may have to wipe my machine to get this fixed. Thanks for your suggestion. However I have noticed that a lot of people are having this problem. Why can't Symantec just make a decent uninstaller that removes their components that they have installed. Instead of seperate tools. Blah. Just frustrating to spend a lot of money on licensing and not be able to install them on the pcs. I'll be damned if I am not going to be able to install them until the 22nd of October. If that is the case Symantec can give me a large refund for all the licenses I have purchased.

[farzan]

Hello everyone

I read all your comments and replies. I was the one who started this thread. and I can say I did everything you did:

1. tried running Norton Removal Tool: 100000000 times, but didn't work

2. safe mode installation: didn't work

3. deleted all the registries I knew from my Beta Testing: didn't work

4. contacted tech support: he said he's going to report the problem to the research department!

5. restored windows to the point where norton was not installed yet: didn;t work!!!

6. i even tried illigal stuff for cracking norton: didn't work!!!!!!

7. lastly i ended up doing a "Clean Installation" of Windows 7 : IT WORKED (it logically has to work anyway) and I have to mention that. I used the SAME installation file which wasn't working before... so the installation file is not corrupt guys.

thanks :) 

[bjm_]

Hi floplot,

floplot wrote.. I would suggest that you get the latest NRT that is posted by mdturner right above [....]

mdturner link > to remove your Norton 2006 product or later version

DOCID: 20080828154508EN
Operating System: Windows Vista,Windows XP
Last modified: September 10, 2009

alternate link > to uninstall your Norton 2010 product

http://www.symantec.com/norton/support/kb/web_view.jsp?wv_type=public_web&docurl=20090910004050EN

DOCID: 20090910004050EN
Operating System: Windows Vista,Windows XP
Last modified: September 28, 2009 

which one is the latest?

Regards

bjm_

[metalhead82]

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bjm_ wrote:

Hi floplot,

floplot wrote.. I would suggest that you get the latest NRT that is posted by mdturner right above [....]

mdturner link > to remove your Norton 2006 product or later version

DOCID: 20080828154508EN
Operating System: Windows Vista,Windows XP
Last modified: September 10, 2009

alternate link > to uninstall your Norton 2010 product

http://www.symantec.com/norton/support/kb/web_view.jsp?wv_type=public_web&docurl=20090910004050EN

DOCID: 20090910004050EN
Operating System: Windows Vista,Windows XP
Last modified: September 28, 2009 

which one is the latest?

Regards

bjm_

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The correct / latest version of the NRT is located here:

ftp://ftp.symantec.com/public/english_us_canada/removal_tools/Norton_Removal_Tool.exe

However, judging by the fact running this hasn't worked for anyone else, don't hold your breath on it working.

Is nobody at all getting an error message coming up when the installer is crashing / exiting?

Can anyone with this issue reproduce it then take a look in the Event Viewer  to see if there is any mention of a crash and anyone on Windows 7 can you please go to the Control Panel, search for 'Problem Reports' click 'View all problem reports' and see if there is anything relating to the Norton Installer in there.

Cheers.

[jAW]

Hi,

The Norton Removal Tool does not remove everything from the system. In cases where there is an issue with the installer it might be good to check if the NortonInstaller folders still are present after running NRT and delete them if so.

The two main locations to check would be: %programfiles% and %allusersprofile%\Application Data 

The exact location is different between the different versions and localizations of Windows. The issue could also be related to the other remains in the system but the installer itself is the best bet since the installation does not even start.

Regards

jAW

[mdturner]

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jAW wrote:

Hi,

The Norton Removal Tool does not remove everything from the system. In cases where there is an issue with the installer it might be good to check if the NortonInstaller folders still are present after running NRT and delete them if so.

The two main locations to check would be: %programfiles% and %allusersprofile%\Application Data 

The exact location is different between the different versions and localizations of Windows. The issue could also be related to the other remains in the system but the installer itself is the best bet since the installation does not even start.

Regards

jAW

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Norton folder and Norton Installer folder are in Program Data which is normally hidden so to see them you would change folder options to "show hidden files and folders"