Norton Internet Security / Norton AntiVirus

[Auditor722]

Delphinium, 

I ran the command you suggestes sfc /scannow.  After it completed, the window closed and I had no messages.  I uninstall NAV twice using the remover tool.  I changed the settings of window washer to not load on start.  By the way, when I loaded NAV 2009 the first time, window washer was already installed.  I then installed NAV (off my CD because I can't get the file from the website to run). I then restarted the computer and the NAV icon disappeared.  I opened window washer.  I installed and ran hijack this.  The log is attached.  Maybe that will help figure out what is going on.

[delphinium Norton Fighter]

Auditor722:

The only thing I can see that can possibly be causing the problem is Webroot.  I don't entirely see why that should be.  A few other people are having a similar problem that do not have a Webroot product on their machine.  Often the  Webroot coding in their software conflicts with Norton, but it is usually Spysweeper that is the issue.

What I would do in your place, is uninstall Webroot, run the Norton Removal tool again to take the older version off, and try again to install the most recent version, in safe mode.

Ccleaner is often recommended in place of Webroot Washer.

I can't guarantee that it will solve the problem. That is what I would try if it was my machine.  Your call.

[Auditor722]

No luck.  I uninstalled Window Washer and removed Norton again.  I cleaned everthing with CCleaner and restarted. I installed the new version of NAV2009 in safe mode.  NAV2009 actually installed quickly and didn't stall at the end like it had been. But, it doesn't work - same proble.  I ran another Hijack log.  I don't think there would be any malware on my computer because the only place I've gone on the Internet is to this site in the last week. To think, this whole problem started with a live update - something I did so often. 

I really appreciate you help over the last week.  I'm not sure what's left to do and I don't like not having AV software on my PC. 

[Auditor722]

I just installed Malwarebytes and ran another scan.  No malware.

[delphinium Norton Fighter]

Auditor722:

I've added you to my list of users that I have asked Symantec staff members to assist.  If you can hang on a bit longer until tomorrow when everyone is back to work, hopefully they can help out.

In the meantime this is an interesting solution for one user who had installation problems.

http://community.norton.com/norton/board/message?board.id=nis_feedback&message.id=27854#M27854

If you have Windows updates on automatic you might have .NET 3.5  or the Windows installer 4.5.  I also run XP but I have started limiting Windows updates to XP level and avoided the Vista level updates. There have been some users with difficulties with .NET 3.5 on XP.  Are you running Home or Pro version?

[delphinium Norton Fighter]

This was another solution to the problem.  It seems there can be several reasons for an installation failure.

http://community.norton.com/norton/board/message?board.id=nis_feedback&message.id=45624#M45624

Your logs show service pack level 2.  It would be much better to update your XP to SP3.  The newer software does require the security protocol changes, driver changes, and bug fixes of the latest service packs.

[Auditor722]

I will wait until I hear back from you.  I will think about updating to SP3, I know several people who had problems when they did that though.  Maybe their problems were related to the Vista updates or what they had on their computer. 

Thanks.

[delphinium Norton Fighter]

Hi Auditor722:

I run XP Home on my machine with Service pack 3.  For a couple of reasons, usually to do with my doing something unforgiveable to my system, I have had to start over and run through the update process.  I have never had any problems with the move to service pack 3.  I think there is a greater chance of problems if you stay at service pack 2 and continue to apply the Microsoft updates, as they are going to be created for the 3'rd SP.  I keep the .NET framework at version 2 rather than going to the 3.5 that was developed for Vista and I have not installed the latest 4.5 installer.

I didn't lose any programs with the update to SP 3 and some of them are quite elderly.  I don't think you will have any trouble with the update.

This link will take you to where you can read an overview of SP 3 and get the download for it, as well as .NET 2 and

.NET sp 1. At least it will give you the opportunity to make an informed decision.

[Auditor722]

Well, I tried to install SP3 and got almost all of the way done and then it gave me an 'access denied' message.  Luckily, I had no problems rebooting.  Prior to the installation of SP3, I un-installed the spyware software and Norton, and also checked to make sure these services weren't running.  I was downloading the 'slimmed' down version of SP3 as the MicroSoft site suggested.

After the SP3 installation failed, I checked the MicroSoft site for the error I had and there is some information about what I should do to fix this problem and allow me to try another reinstall.  By the way, when I tried to install SP3, I didn't close Internet Explorer because I downloaded the update.  Was I supposed to close Internet Explorer?  Any suggestions about progams that could impact the install?

I will keep you posted.  I'm probably not going to be working on this for 4 or 5 days because of my schedule.

[delphinium Norton Fighter]

I think there is an issue on your system that is causing a problem with both installations.  We will have to look into the system to find it.  Both should have installed without problems.  Come back when you have time and I will request further assistance.