Norton Internet Security / Norton AntiVirus

[stpetedr]

I have NAV 2005 on my PC (XP-SP2) and the subscription lapsed.  During renewal, I chose to upgrade to NAV 2009 instead of simply renewing the sub for NAV 2005.  I went through the download (using IE7) from the Symantec site and began the install process.  The old version was removed, the system was rebooted and the install progressed until I reached the "starting services" step and the system froze.  After about 30 minutes, I powered off the system and rebooted in safe mode and removed NAV 2009 using add/remove programs.  Rebooted in normal mode and retried the install; same result.  Called Symantec support and they had me hide all microsoft services in msconfig services and then disable all (except NAV); same for startup.  Retried the install; same result.  They had me reverse the steps in msconfig and enable all; disable NAV; same results.  I removed NAV again in safe mode and after a normal mode boot, ran the Norton removal tool and retried the install; same result.  Went through all the steps again to remove the product and reran the removal tool.  Now the PC has no AV protection. 

I thought it possibly had something to with the fact that I'm on XP-SP2.  I recently upgraded my laptop to SP3 and so I tried the NAV 2009 install on that.  I experience the exact same problem.  Now I have two systems without proper virus protection.  Symantec support tells me I need to go back to my computer manufacturer.  They were really no help at all.  It's not the computer.

I'd greatly appreciate any advice or guidance that anyone can provide.  Are there any logs I can search that may give me a clue as to where the problem is?  Does any diagnostic data created that I could take back to Symantec (if I find the right people there) ?

[Phil_D Norton Fighter]

Hi stpetedr,

The first question I need to ask is, are you running any other security programs on your computer?

Second, if I am not reading your post correctly, please feel free to correct me.

Did you try during your multiple attempts to install NAV 2009 directly from the Symantec site as "Run" or did you "Save" the file to your computer and then install it?

You may find it easier to download the file, save it and then install it.

In case you need to download it and save to your computer you can get NAV 2009 here .

One other important note which you should be aware of:  NAV 2009 does not have a firewall; you can read more details here.

Edit: corrected user's name.

Message Edited by Phil_D on 10-23-2008 09:39 AM

[stpetedr]

Hi Phil_D,

The only other security related product on either my laptop or desktop is ZoneAlarm Pro V7.    To answer your other question, I downloaded NAV2009 and saved it with a desktop icon.  I typically never like to use the RUN option.

In reading some of the other threads as well as your reference link, I am seeing that there's an issue between NAV 2009 and ZAP.  I'm thinking that I should deinstall ZAP and reattempt the NAV2009 install.  Once I get that working, then I'll need to figure out what to do about a firewall until the NAV-ZAP conflicts are resolved.  I don't like the idea of throwing more $$ into this since ZAP has been a very good product for me and NAV has always worked well too. (That's all for my soapbox time :) )

Anyway, if you can think of anything else other than ZAP deinstall, I'd love to hear it.  In the meantime, I'll try this workaround.

Thanks for the response and assistance.

Message Edited by stpetedr on 10-23-2008 09:00 AM

[Vineeth]

There are known compatibility issues between ZoneAlarm and 2009 version of Norton products. Read the document ZoneAlarm for more information and you will come to know why this has happened. This may be the reason why you are unable to install the 2009 version. In that case I suggest you to try the steps suggested by Phil and if the issue still persists, uninstall ZoneAlarm and then install the 2009 version.

[stpetedr]

Thanks for the link and advice.  I'll try the ZAP deinstall and NAV2009 install and report back.  BTW, I found commentary on the ZoneAlarm forum site where people have stated that ZAP V8 doesn't have this problem with NAV2009.  However, I need to first get past my current problem before exploring that.

Thanks for your time everyone. 

[Stu]

What you can try is

• uninstall both programs
• install Norton 2009
• install ZoneAlarm
• disable antispyware 

This might do the trick

[stpetedr]

After reading more posts on this site and the ZAP site, I found that NAV08 & ZAP V7 coexist without issues.  I downloaded NAV08 and installed it without issue.  My system is back to normal now with NAV08 & ZAP V7.  I will leave it this way for the time being until NAV09 or ZAP is updated so the two coexist.  I've spent too much money on ZAP to deinstall it plus I've been happy with it and have never had an issue.

One comment about the Symantec Tech Support though.  I called last night to ensure I could download NAV08 and the tech I was speaking with told me right off that the issue was with ZAP V7 and it's a known problem.  I spent quite a long time on the phone with a Symantec tech when I first incurred the problem and he sent me on a wild goose chase and finally told me the root cause was my computer and to get with the manufacturer.  I see the Symantec techs participate in this forum so I would strongly suggest they have their phone techs review their knowledge database of known problems, especially when the customer's symptoms mirror a known problem.  That would have saved me a lot of time and would have gotten me to the resolution much quicker.  IMHO.

Anyway, thanks to all for your guidance and advice.

[Tim_Lopez Administrator · Accepted solution]

Hi stpetedr,

Norton AntiVirus 2008 and Zone Alarm are compatible with each other, and should work fine. We're working right now to resolve issues with Norton AntiVirus 2009 and Zone Alarm.

However, Norton AntiVirus 2008/2009 is not compatible with Zone Alarm Pro due to the fact that Zone Alarm Pro has Active Kernel Level Spyware Protection and Norton AntiVirus has AutoProtect ("Advanced Protection" in Norton AntiVirus 2009) which also protects against Spyware (as well as many other types of threats). 

These two components from both products provide kernel level protection. Having two forms of kernel level security can cause the two components to fight over who has more control. This is the reason why having more then one real-time AntiVirus software is usually not recommended.

Of course, there are simple workarounds to get the softwares to install together. However, the reason we do not allow Norton AntiVirus to be installed when it detects Zone Alarm Pro is because we are aware of these conflicts, and are protecting your computer from experiencing these types of errors.

Let me know if you have any other questions about this.

Message Edited by Tim_Lopez on 10-24-2008 05:57 PM

[stpetedr]

Good explanation Tim, thanks.

[d333gs]

I have a simular problem now:When I download NIS 09 all installs untill it has to contact Semantec ant it says 10 seconds left : After a few minutes I get another window telling me to check my conection. When I go to chack the connection by trying to access a site (anything) on line there is no internet connection and after rebooting I can still not get on line untill I uninstall Nortin IS 09.....  Then I can get on line  BUT when I go to the norton site to my account it does nor recognize my name or pass word!!!!!!!

No idea what to do