Norton Internet Security / Norton AntiVirus

[LisaW]

Hi guys, I hope someone can help me as I am a little confused ... 

I have two old Win XP machines that have both been happily running NIS 2012 for a month or so with all updates and scans happening as scheduled.  LiveUpdate ran on both 3 days ago, both scanned clean and at the end of the day they were shut down with no apparent problems.  Upon returning today the PC is just fine and is again happily updating & scanning as expected.  However the laptop is not.  The NIS icon has disappeared from the system tray.  The Norton toolbar has also disappeared from within IE8 (although View > Toolbars still shows it in the list).  I can not launch NIS as neither the desktop shortcut nor the entry in the Start > Programs list do anything when clicked.  I found the target file uistub.exe but clicking on that did nothing either.  It was in a folder called ...> Norton Internet Security > Engine > 19.7.1.5  so an update to the latest engine has at least been attempted.  

I have rebooted a few times today but it hasn't helped. 

Norton Update Centre claimed I had nothing installed, saying "No Norton product was found...".  Strange then that Windows Security Centre should say "NIS reports that it is up to date and virus scanning is on".  NIS is (was?) definitely installed but I can find no evidence it is running.  Is it?

I am guessing my first port of call should be to run LiveUpdate again as maybe it had problems last time.   But without a user interface I am not sure how to do this.  Can I do Start > Run and just type a command in there?  What would I need to type? 

Is there anything else I can try?  I was hoping I wouldn't have to go through the hassle of uninstalling and reinstalling the whole thing.

Any and all (relevant and sensible) suggestions will be gratefully received. 

Thanks to all (just for reading this far!)

Lisa

[Phil_D Norton Fighter]

Hi Lisa and welcome!

See if you can run LiveUpdate from Start > All Programs > Norton Internet Security (folder) > Live Update.

You could also try the Intelligent Updater at this link.  Since you are using XP and NIS, you would select the first set that is listed, 20120524-003-v5i32.exe.

Let us know how you do.

[LisaW]

Hi Phil, thanks for helping. 

No, running LiveUpdate from the Start button doesn't do anything either. 

I tried the Intelligent Updater but with not much success. 

It downloaded a 153mb file.

It then asked this question "Do you want to deploy all the updates from this Intelligent Updater?" to which I replied Yes.

It then said "Intelligent Updater session complete. All updates failed to install on the machine."

I have attached the logfile Log.IntelligentUpdater.txt.

It seems to suggest a problem with the registry with phrases such as "failed while fetching the path from registry", "registry read failure" and finally "the product corresponding to this entry in iuconfig.xml is not installed on the system".

Does that mean anything to anyone?  Something's not right

[Phil_D Norton Fighter]

At this point, you may want to uninstall and then reinstall your NIS product.

You can accomplish this with one tool, the Norton Remove & Reinstall tool.

"The Norton Remove & Reinstall tool uninstalls all Norton products from your computer, and reinstalls the latest version of your Norton security product."

First, Export or Backup your Identity Safe to a convenient location and have your product key handy as a precaution.

Then proceed to this page and follow the instructions for downloading and running the tool.

Let us know how you do.