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Super Keylogger Crusher
MelodicWynd
Posts: 291
Registered: ‎04-09-2008

Re: NIS 2008 May Break Device Manager Under Windows XP Pro SP3

Symantec Employee
reese_anschultz
Posts: 2,562
Registered: ‎04-08-2008

Re: NIS 2008 May Break Device Manager Under Windows XP Pro SP3

After a lot of testing, we’ve reproduced a number of different cases where applying the XP SP3 upgrade adds additional registry keys within already existing Symantec registry keys. The Symantec keys affected vary from machine to machine and the effects of these added keys vary as well. We are still trying to understand why the upgrade is adding these keys. We have determined that the SymProtect feature is involved, though this issue is not exclusive to Symantec customers. We’ve seen reports from various users who are not running Symantec products.

 

To help prevent this issue from occurring, you should disable SymProtect prior to installing the Windows XP SP3 upgrade. This setting, in Norton Internet Security 2008 and Norton AntiVirus 2008, can be found within the Options page as “Turn on protection for Norton products.” In this case you should uncheck the box prior to the upgrade. After the upgrade is complete, please remember to re-enable this feature. It should be noted, however, that this workaround only addresses issues with Symantec products. You may still run into similar problems with other products affected by this XP SP3 upgrade issue.

 

 

For Norton SystemWorks 2008 you have to go to the Advanced Options UI that is under Settings. Next, click on "Norton SystemWorks Options" and select the General tab. Lastly, uncheck the box that says, "Turn on protection for my Symantec product”.

 

 

For Norton SystemWorks 2008 Premier you can use either the previous instructions or the Norton AntiVirus instructions.

 

 

For Norton 360, disable the "SymProtect Tamper Protection" quick control within the settings page.

 

 

For those who have already applied the upgrade and are running into problems, we’re working on a stand-alone tool that would delete the extraneous registry keys. We’ll post that on this forum as soon as it’s available.

 

Reese Anschultz
Senior Software Quality Assurance Manager, Symantec Corporation

huwyngr
Posts: 20,982
Topics: 1,000
Kudos: 2,714
Solutions: 368
Registered: ‎04-13-2008

Re: NIS 2008 May Break Device Manager Under Windows XP Pro SP3

That's good news!

 

I've posted a message about this with a link here in the Compuserve Forums I'm in and where the problem has come up.



Hugh
Newbie
poohlover63
Posts: 3
Registered: ‎05-26-2008

Re: NIS 2008 May Break Device Manager Under Windows XP Pro SP3

Hello!!!

 

I just wish to let you know that I have experienced the same problem with Norton 360 2.0 on my Windows Vista PC after the installation of SP1, and exactly Network Connections less.

 

Are you preparing a removing Register Keys tool also for that?

 

Please let me know that, also privately, if you can using the registered e-mail inbox.

 

Tks in advance,

                          poohlover63

Symantec Employee
reese_anschultz
Posts: 2,562
Registered: ‎04-08-2008

Re: NIS 2008 May Break Device Manager Under Windows XP Pro SP3

This is the first that I've heard of this occuarance with the Vista SP1 upgrade. If you are seeing the exact same issue with the $%&... registry keys than the cleanup tool should work for that as well, when it's available.
Reese Anschultz
Senior Software Quality Assurance Manager, Symantec Corporation

Newbie
IljaRubenWitsel
Posts: 1
Registered: ‎05-29-2008

Re: NIS 2008 May Break Device Manager Under Windows XP Pro SP3

Best Practice with installing ServicePacks in any Windows is still to start from scratch (if possible) & install every SP directly after the installation from the OS in sequence (SP 1,2,3 etc.) or only the last or most wanted, before installing any applications. Otherwise a lot of trouble occurs on a number of machines.

In case above is not possible & the register is polluted: Try the online Onecare Live Scanner, choose CleanUp Scan. I use it after any big (de-) installation. It's almost totally automatic & You don't need to attend the scan, so, that's easy:

http://onecare.live.com/site/en-us/default.htm

 

Ilja. (MS-tester).

Visitor
gltoo
Posts: 2
Registered: ‎05-29-2008

Re: NIS 2008 May Break Device Manager Under Windows XP Pro SP3

You said,

"For Norton 360, disable the "SymProtect Tamper Protection" quick control within the settings page."

 

We have three computers in our office with Norton 360 Version 2 installed.  One of the computers ran Windows XP Service Pack 3 without a problem.  The other two would each run the SP3 install up to the point that it says "Running Processes after install" and then stall without any error report.  This was repeated several additional times without success after unchecking each of the Quick Controls in the 360 Settings window.

 

I finally performed a complete uninstall of Norton 360 on one machine and after rebooting Windows XP Service Pack 3 ran to completion without a problem.  Uninstalling Norton 360 on the other balky computer allowed a successful install of SP 3 also.  I provided this information to your IVEC support group over the past weekend and pointed out that it is probably a serious misake not to provide a user a way to turn off Norton 360 if it is going to interfere with legitimate Operating System updates.  Unfortunately as is typical with this group they do not understand simple English and in their Incident 080526-006643 response told me it is a Microsoft problem and directed me to Microsoft.

 

My points:

  1. Nothing on the user interface of Norton 360 Version 2 could be turned off on two of three computers to allow Windows XP SP 3 to install.
  2. The only way I could find to achive success with the SP3 install was to completely uninstall Norton 360 Verson 2 on the two machines.
  3. I believe the user should be provided a way within the interface of Norton 360 to turn it off short of a complete uninstall.
  4. Problems and/or information reported through the standard portal tended by Ivec results in extreme frustration to Norton customers and chokes off feed-back to your software engineers.  I had a similar long-running problem with Ivec with Version 1 of Norton 360 that would not properly receive and process Live Update until months later when the problem was eventually fixed but not as a result of my longstanding reports.

 

Tony_Weiss
Posts: 7,900
Topics: 554
Kudos: 1,979
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Registered: ‎04-07-2008

Re: NIS 2008 May Break Device Manager Under Windows XP Pro SP3


gltoo wrote:
...My points:
  1. Nothing on the user interface of Norton 360 Version 2 could be turned off on two of three computers to allow Windows XP SP 3 to install.
  2. The only way I could find to achive success with the SP3 install was to completely uninstall Norton 360 Verson 2 on the two machines.
  3. I believe the user should be provided a way within the interface of Norton 360 to turn it off short of a complete uninstall.
  4. Problems and/or information reported through the standard portal tended by Ivec results in extreme frustration to Norton customers and chokes off feed-back to your software engineers.  I had a similar long-running problem with Ivec with Version 1 of Norton 360 that would not properly receive and process Live Update until months later when the problem was eventually fixed but not as a result of my longstanding reports.

Hi gltoo,

 

For point 1, did you try to disable the "SymProtect Tamper Protection"? I didn't see that listed in the steps you took for installing Windows XP SP3. Are you able to find the checkbox in the Settings page of Norton 360 v2? Do you mean other parts of Norton 360 v2 should be shutdown? If so, which ones?

 

I'm sorry for your frustrations with Customer Support. I hope we can provide you with information you need to resolve these issues. Thanks! 

Tony Weiss
Norton Forums Global Community Manager
Symantec Corporation
Visitor
gltoo
Posts: 2
Registered: ‎05-29-2008

Re: NIS 2008 May Break Device Manager Under Windows XP Pro SP3

Yes I disabled "SymProtect Tamper Protection", and everything else under "Quick Controls" in the Settings dialog to no avail.  SP3 stalled at the same place every time.  I wish I knew which parts of Norton 360 Version 2 are preventing the SP3 from performing what it wants to do during the "Running processes after install" phase.  Since there is no error thrown or feedback about what SP3 is trying to do when it stalls I must leave it to Norton to work that out with Microsoft.

 

All I know is that when I uninstalled Norton 360 Version 2 the SP3 installation would continue through to completion without a problem.  If my garage door smashed my car every time I drove it into my garage and there was no way to interrupt the power supply to it or disable the mechanism I would have to take the door down in order to solve the problem.  That is what Norton has done when they sell me an application that can interfere with Operating System updates that has no off switch.

Newbie
old-geezer
Posts: 1
Registered: ‎05-24-2008

Re: NIS 2008 May Break Device Manager Under Windows XP Pro SP3

I took your advice and disabled SymProtect on both NIS8 and SysWorks Basic and am happy to report that SP3 installed just fine albeit SLOW. So far my machine is working just fine. Thanks for the workaround.