Norton Internet Security / Norton AntiVirus

[arf02]

I was running NIS 2006 on my Windows XP SP2 PC. Upon renewing my subscription, Symantec recommended updating to NIS 2007.

After downloading and installing the upgrade, NIS stopped working. I cannot open the Protection Center either when I click on the NIS icon on the status bar, on the desktop, or from the Startup menu. The NIS icon has a red "x" on it.

I have gone through several rounds of help with Symantec Tech support, checking all related Symantec program status on both startup services and system services. Symantec had me download and run the Norton removal tool and the Microsoft Cleanup tool, then download and install NIS 2008, the add-on pack, and the intelligent updater. Still, same results.

Symantec then had me turn off Spy Sweeper at startup. I went so far as to uninstall Spy Sweeper. I then repeated all of the above steps. Again same results.

Symantec Tech support seems to have given up. After the last step, they have stopped responding.

Anyone experience this behavior and/or have any ideas on how to address?

[MelodicWynd]

hi arf02 - i'm guessing that if you can't open the Protection Center, that something critical was missed during the installation. if that was the case, i'd recommend the removal tool followed by an install of 2008 (available for free with valid subscription here). might as well see if the problem still exists in the current version.

if the failure to open the Protection Center is due to a problem with your subscription - like it says it is a trial or expired - try the utility found here, as it seems to address problems in that area.

mel

edited to repair link to 2008 

Message Edited by MelodicWynd on 04-29-2008 07:35 AM

[arf02]

Mel - thanks for the response and suggestions.

I have downloaded and installed a new verstion of 2008 at least six times. I even downloaded the software to a different computer and transferred it over with a USB drive. Still get same issues.

The symantec support technician assigned me a new license key - but I never get a chance to enter the key. I run the NIS installation and it just finishes, leaving the icon in the status bar with a red x.

I just tried the license utility you recommended. It did not help. Here is a what the utility printed out:

Current SKU:

Family SKU:12755689

Media SKU:

Serial Number:GX36BHFMWC7R

LM Version:1.9.2.84

System Uptime:79617 seconds

Time Since Last Wake:0 seconds

Result Code:8

Error Code:1703936

Previous Error Code:0

Run Count:1

License Type:0x00000008

Cached License Type:0x00000008

License Attributes:0x01001021

Cached License Attributes:0x01001021

Remaining Days:0

Cached Remaining Days:0

Full Activation: Failed

Any more suggestions?

Thanks, arf02

[Stu]

Did you try to run this tool?

Removal Tool

[Mod Edit: Removed long link to resolve scrolling issue] 

Message Edited by Allen_K on 05-12-2008 09:43 PM

[arf02]

Yes, I have downloaded, installed and run the Norton Removal Tool each time prior to downloading and installing a new version of NIS 2008.  Does not help.

Any more suggestions? 

[matt_phillips]

Hello Arf02,

I'm sorry to learn that this continues to a problem. You will receive an email shortly from a member of my team with additional instructions.

Thanks,

Matt

[NateR]

arf02,

I sent you a private message but have not heard a response from you.  Does this issue still require assistance?

[arf02]

Yes - I did not get a notification of your private note.  Please see my response.

[NateR]

Arf,

I responded to your PM.

[NateR]

Allen,

Thanks again for your time.  Glad we could get your issue resolved.