Norton Internet Security / Norton AntiVirus

[Jeff09]

Hi,

I am not here to bash. I am here to resolve a problem.

Twice in the last 3 weeks I have ended up with computers which will not boot into Windows normally. One system is a Gateway Solo 9550 XL notebook. The other is a Compaq X09 gaming system.

In both instances I processed NIS 2009 updates and was asked to restart Win XP.

The loading of Win XP stops at the splash screen with the scroll bar continuing to scroll round and around.

The only way out of the scroll screen is a hard reset. I can select Windows Safe mode to get into that mode; but, I cannot load Windows normally.

I have even gone so far as to install a new hard disk in the notebook computer and restore my latest backup. The backup works fine. As soon as I run the NIS update and restart the system I cannot start Windows.

I have spent several weeks hoping to solve this problem. I even suspected that there was a problem with the notebook computer that I purchased a brand new HP Elite notebook computer to replace this older Gateway. Now I discover that the problem may not be hardware related.

I am pretty upset to say the least.

I intend to reformat the new hard drive that I installed in the Solo 9550, restore my backup, and make sure the system functions. I will then run the NIS update again to prove, or disprove what I have posted.

The main reason for this post is to see if others have experienced similar problems.

Thanks

Jeff

[Floating_Red]

Hi, Jeff09,

Thanks for bringing this to our attention; this appears to be a Bug which will need to be Fixed for other N.I.S. 2009 users, should anyone else be having this issue, but not aware of this great Forum.

I'd just like to clarify: When you installed the new Hardware, when did the computer not let you Start in Normal Mode?  And you're sure this is not being caused by other programs you have on your computer?

Message Edited by Floating_Red on 10-02-2009 10:58 PM

[Jeff09]

Okay... Now I'm really starting to lose my sense of humor.

Update: I removed the hard drive from the notebook computer. I attached it to hardware intended for backing up to a 2-1/2" drive. I plugged the drive into the USB 2.0 port of another Win XP system. (The first one that had this problem render unbootable; but, subsequently I installed new hard drives and did a restore.)

As soon as I plugged the hard drive into the remote system it began clicking rythmically ... as if defective. The drive wasn't recognized. Although the drive wasn't recognized in Explorer, it was listed in the list of devices I could safely remove, so I did. I rebooted the remote system. Now Win XP will not load on this system. (I tried loading the last good configuration after the last reboot; but, Win XP would not start normally.)

What is going on? What could happen to the hard drive during the Norton Update that would cause it to corrupt another system when connected? Is there another explanation?

Now I am back to where I was two weeks ago... I have two XP systems which will only run in safe mode. I just don't get it.

Jeff

[Jeff09]

Hi Floating_Red,

I'm sorry that I failed to answer your previous question.

I installed a new hard drive in the notebook computer this afternoon. I restored a backup image that worked fine with the new hard drive.

I gained access to the Internet. I downloaded the available NIS updates. (There were 11). Following the download the updates were installed and I was asked to restart my computer. I did. When the system restarted it would not load Win Xp.

That is all that was done.

And now after plugging the drive into a second system that computer won't boot up into Win XP either.

I just don't get it.

Jeff

[Floating_Red]

Hi, Jeff,

Sorry to see you're having issues with your computer.  If you do manage to get any of them to Start-Up again, please could you Remove N.I.S. via the Norton Removal Tool; if you have Identity Safe Log-Ins or Cards, please Remove via "Add or Remove Programs" first - Custom Un-Install - then Re-Start the computer and use the N.R.T. and re-start.  Have you already tried Removing N.I.S. 2009 and re-starting to see if Windows will Crash, or Fail To Load?

What computer are you using to Post here in the Forums?

[Jeff09]

Hi Floating_Red,

My main office system (Win Vista) is still operational. It is the system that I am using to communicate with this forum.

I have not tried to uninstall NIS 2009 yet. Knowing that the right way to uninstall NIS is to use the removal tool, makes it a last resort for me. It really makes users frustrated when they need to uninstall one program, and it affects multiple other programs (i.e. WinFax and ACT!). It is really a source of major frustration.

Do you think that uninstalling NIS without using the removal tool might be worth a try?

Thanks

Jeff

[Floating_Red]

---

Jeff09 wrote:

Do you think that uninstalling NIS without using the removal tool might be worth a try?

---

Hi, Jeff,

Of course.  Please let us know what happens.

The reason that the Norton Removal Tool is avilable is because, sometimes, the un-install via "Add or Remove Programs" may not un-install all Files relating to that Norton Product, therefore, symantec have the N.R.T., which should always contain all Files relating to the Norton Products; the only problem is that it Removes all Norton Products off your system.

[Brubaker]

Hi Jeff,

Just a thought: Rather than reinstalling NIS 2009 and all of its updates, how about downloading the full NIS 2010 package. After you uninstall NIS 2009, you can do a clean install of NIS 2010. Your NIS 2009 product key will work since you have a current subscription, and stepping to the latest version may get you past your problem. 

[Jeff09]

Hi Brubaker,

Thanks for your post.

Maybe I should have worded my two original posts differently.

I am not reinstalling NIS 2009, other than the fact that it is included on the backup image that I am attempting to restore.

At this point in time, I'm not really sure what my intentions are regarding a security package. If it still looks like the NIS updates are the problem; I really doubt I will be installing another Symantec product. I have used Norton and Symantec products since the mid/late 80s. I believe they attempt to keep systems safe; but, they have also made it really tough on end users trying to diagnose problems.

Jeff

[floplot Norton Fighter]

Hi

Since you have your Norton product on your computer now via a backed up image, it is quite possible what needs to be done is to uninstall it completely and then install it with a fresh install. I think that sometimes with images, the original product may get damaged or not install completely. This is just my opinion and nothing written in stone that you have to do. I know in the perfect world an image should work. Just putting my 2 cents in here now. If the image was made long ago, then there might be problems with getting it updated when there are several engines that have to be updated from one version to another. That can also happen when you try to reinstall the program with the original cd that comes in the boxed versions. Some times it is better to just update the program with the version that is on the Norton website although that isn't always the newest version either. I think it all depends on how old your image is that you used. Hope this helps.