Norton Internet Security / Norton AntiVirus

[mikkl]

I've been having the same problem for the last two weeks! The support team at Symantec don't seem to have any idea why. Norton has been reloaded three times now. It works fine for a couple of days then it doesn't load in the task bar and the desktop icon doesn't work. Windows reports in the log that Norton has started, but that's a lie. I'm beginning to think that the 2010 version was written for Vista and isn't compatible with XP!

I've tried all the various solutions put forward, but nothing works. But why did it work OK for three weeks after I installed it and then fail? Nothing new was installed on the computer in that time. Wierd! What chance of getting a refund?

[DancingRat]

Just booted up and again NO Norton Internet Security tray icon is available.

Windows Task Manager shows two instances of ccsvchst.exe running,

one owned by the system and one owned by the user.

I have no way to access the NIS program.

I am running NIS 2010 version 17.5.0.127 on Windows XP SP3

No problems on my Windows 7 64 bit computers with NIS 2010

I am supposed to ship this computer out to it's owner who is NOT a geek.

I would like to get this fixed while I have physical access to the system.

Any help out there?

NOTE:

On shutting down Windows for a reboot the ccsvchst.exe hung the systems shutdown again.

On hitting the "Cancel to go back to Windows" button the program finished closing and the system continued to reboot.

On rebooting into Windows the system tray icon was visible and the NIS 2010 program behaved properly allowing access to the programs interface and an update and a quick scan

This appears to be the same behaviour as before the version 17.5.0.127 update, so for me at least the problem is unresolved.

[huwyngr Norton Fighter]

Mikki,

I'm sorry to hear about your problem and that the Norton Support could not resolve it -- was this by phone or chat or what?

I'm running NIS 2010 on XPPro SP3 including having had 2009 before and I don't have this particular problem -- but I'm not saying you are not <s>

I'm asking one of the Norton Staff to jump in because there are two threads running already on the Norton Icon not appearing and although Norton cannot reproduce this in house they have been running tests with a small number of users with the problem and it looks like a hotfix has been found; this is in final testing and will be released as soon as it has been tested as a hotfix.

Norton staff, whom I trust, have confirmed that the Norton protection is in fact running even although the icon does not appear -- you say that it appears as started in the Norton log but you disagree with that. Do you have any reason for this other than the non-appearnace of the icon?

Hang on for the cavalry .....

PS -- Norton have a very good 60 day money back warranty if all else fails but I hope you will hang on because it really is one of the best if not the best programs out there.

[basementman]

Tim,

I have three computers all running XP Home SP 3. Two desk tops have been running continuously since Norton Support wiped Norton Security 17.5.0.127 off them [last week] and reinstalled 17.1.0.19 after which all live updates were executed (all 83) including 17.5.0.127. For the laptop the same was done except the laptop has been put on standby several times to avoid rebooting. I have had no issues with 17.5.0.127 [by avoiding a reboot] - have not rebooted any of my 3 computers since the wipe.

This AM I had the time to reboot the laptop as it was not needed for a few days.

Early Load was off

Tamper Protedtion was on

Results:

1] The laptop did not hang on ccsvchst.exe [two were running, System and current user] during shut down.

2] The laptop rebooted with out a problem, but Norton loaded last.

3] Before I rebooted I did a one click check and the result was no scans were a problem.

4] After I rebooted I did a one click check and the result was no scans were a problem.

5] Quick scans were run before and after the reboot and no problems were found.

6] All icons were functional before and after the reboot.

Unfortunately I need the desktops for the next few days so will not reboot them until next week. Hope you can find a general solution by then as I still do not trust these machines to act up after a reboot even thought this am the laptop did not have a problem.

Note: maybe the issue is with the disks I bought from Best Buy. Note that Norton Support did not use these disks during the wipe, but did all from their end.

[Tim_Lopez Administrator]

HI basementman,

It's important to note that while this issue only happens on Windows XP, it will not happen with everyone running Windows XP. If you have three computers, I would bet that at the most only 1 of them may actually have this issue (unless they are all hardware identical). 

Edit: Please note that Reese's comment further on this thread regarding that this issue is not OS specific is the correct information. 

[whiplash]

hello everyone--

you guys should check out these two threads.

http://community.norton.com/t5/Norton-Internet-Security-Norton/NIS-System-Tray-icon-missing/td-p/196...

http://community.norton.com/t5/Norton-Internet-Security-Norton/Problem-with-NIS-2010-Windows-XP-SP3-...

youll probably benefit from the questions and answers that have already been posted there. norton staff have been responding in there.

those two threads will only be beneficial if your having youre issue with windows xp and the 2010 nortons. if thats you then thow two threads would be where you want to post or see your answers.

[basementman]

Tim,

All thee computers are different configurations. All three computers had the problem on Jan 26. All Three computers were wiped by Norton Support in the early morning hours of Jan 27. A reinstall with 17.1.0.19 was then performed, then all were updated to 17.5.0,127. One of the computers exibited the problem again on the morning of the Jan 27. Norton Support called again, machine wiped again and Norton Support reinstalled and updated after the reinstal. Machines shut down on the weekend, then rebooted on Monday Feb 1. One machine had to be rebooted twice to achieve functional icons. Machines left on all week waiting for fix. Today rebooted the laptop as indicated in my last posting . All went OK.

I am a 70 year old computer qeek. Been in the business one way or another since I was 22. Have a Phd in econometrics, started with IBM in Armonk NY wotking for T J Watson (brother of A K Watson) way back when 7090/7094s were the rage for guys like me. Managed many software development programs at various companies during my life. Can smell a software problem a mile away. Suspect you have a conflict with a commonly used piece of software. Big problem as many different version of this stuff are out there. Suggest you recall 17.5.0.127 until you can figure out what the problem is. Tell Norton Support to reload 17.1.0.19 as engine and take 17.5.0.127 off live updates. Don't make the Toyota mistake and end up with a recall that cost you a bundle.  

[joen]

I just logged on to our Win 7 Home Premium x64, NIS 2010 17.5.0.127 computer. 

It is _not_ having the disappearing icon problem.

A MS alert popped up to run Windows Update. One of the updates was "Update for Windows 7 x64-based Systems (KB977074)".

I clicked on "More Information" and it brought up support.microsoft.com/kb/977074.

It says that it "improves stability and reliability".  lol

It also says:
"Issues that this update fixes:
 The notification icon for an application may be moved or lost when the executable application is updated."

Is this related to the NIS missing icon problem?

[oceanfree]

Hi, I've been following this forum in the hope a fix would be quickly discovered.  I note Tim is working on a fix/patch but most people seem to be complaining of the icons disappearing and NIS not opening on the XP SP3 system.  My laptop operates Vista 32-bit and my Norton has not opened in days.  No matter how many times I reboot those icons will not appear.  Will the patch work on Vista computers too?  I cannot get NIS to open no matter what I do.

[reese_anschultz]

The issue fixed in the patch is not operating system specific but is highly timing dependant. It appears that some XP SP3 timings expose this issue more readily than other environments but the problem can occur anywhere and the patch will address all platforms.