Norton Internet Security / Norton AntiVirus

[chanchan05]

Hi, I just bought a new laptop with Norton Internet Security pre-installed. Preferably I'd just uninstall these preinstalled stuff and use the extra license key from the AV product we have for our PC (we change brands every year or two, and usually we go premium suites, like the Norton 360, so if I have a key for that, I'll obviously choose that over the NIS). However, this is running on a 64-bit OS whereas the home PC and the other laptop are on 32-bit, so I am not sure if the old license keys we have would work. Yesterday as I was installing some software, after a reboot, the pre-installed NIS stopped working. It was giving me an error about a UI stub failure. I tried repairing the installation, but I ended up uninstalling it. So I downloaded NIS, and N360 from this site (trialware), but double clicking on the .exe files would just result to a brief appearance of the aero loading animation on the pointer, then nothing. Not even an error message.

Running the uninstall tool for Norton also gives an error, saying that "either a required impersonation level was not provided, or the provided impersonation level is invalid", with a directory pointing to C:\Users\username\appdata\local\temp\7zS429\SymNRT.exe

Presently, I am about to try using the extra license key  we have for a 32-bit AV on one i would try installing on my laptop (products from your competitors installs smoothly, so I think it may be a registry error). I sort of doubt it would work, and I was actually keen on trying the new generation Norton products, as it has had good results from AV-Comparatives, so if possible, I would like to get some help.

[floplot Norton Fighter]

Hello chanchan05

Welcome to the Norton Community Forum

First of all, you can not run NIS 2011 and N360 on the same computer. That will definitely give you problems. If you have a license for 3 computers, then it woud be good on the 3rd computer. A key for N360 will not work on NIS 2011 and a key for NIS 2011 will not work with N360. They are 2 different products and are not interchangeable or compatible with each other.

In order to change products, you would have to first remove using the control panel method and reboot. Then you would have to use the Norton Removal Tool. Since you tried to install both products on the same computer at the same time, it's probably confused now, plus you had a preinstalled NIS also.

[chanchan05]

@floplot

I think you misunderstood me. I'll just state what happened in a chronological manner:

1, The laptop had NIS 2011 preinstalled (60 day license)

2. It suddenly stopped working. Last thing I did with it was abort an update, since I had to shut it down.

3. I tried clicking on repair in control panel, but I ended up uninstalling it anyway

4. I then downloaded NIS 2011 trialware from this site. Trying to run it just results to a brief flash of the Windows aero loading animation.

5. I then tried downloading N360 and installing it. Same result as the NIS installer.

6. After googling a bit, I downloaded the Norton Removal Tool to run. It gives me an error (message stated in the first post).

7. Both Control panel and Revo Uninstaller fail to detect an installed NIS2011 (It does detect Norton Online Backup though)

8. Right clicking on files still give the option for NIS, but  selecting it gives an error message (product not activated)

9. Ended up using trialware of other brand

On further checking my PC, I found the NIS folders (NIS and Norton Installer folder) in program files. Clicking on the installation files in the installer folder does nothing. Using Revo Uninstaller Hunter mode, I select the folder for uninstallation, but I get an error saying "No Installation package found".

[Phil_D Norton Fighter · Accepted solution]

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chanchan05 wrote:

... Yesterday as I was installing some software, after a reboot, the pre-installed NIS stopped working. It was giving me an error about a II stub failure.  

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Which new software do you believe caused this issue?  Do you have any other security programs installed?

Please do not attempt to use Revo to remove Norton.  Instead please download and Save the Norton Removal Tool to your desktop.

Restart you computer in SAFE MODE and then Run the Norton Removal Tool.

Let us know how you do.

[chanchan05]

Ah, I need to be in safe mode for the removal tool? OK I'l try that.

Well, I installed a whole bunch of software (MS Office Professional, Corel Draw, Opera, Chrome, Starcraft 2, etc) so I cant really pinpoint which one. I just installed the whole lot and then rebooted.

[Phil_D Norton Fighter]

Under most circumstances, the removal tool is effective in normal mode.

However, since you encountered a problem in normal mode, running it while in Safe Mode may achieve the desired results.

[chanchan05]

Thanks. The running the removal tool in safe mode did it. I was kind of busy of late to do anything about it and was able to try it only a few hours ago.