Norton Internet Security / Norton AntiVirus

[Tim_Lopez Administrator]

Hello The_Hulk,

There shouldn't have been any damage done to the normal.dot file as a result of this error. If you manually deleted files as a result of this error, you may need to reinstall those programs. As a general practice, if you think a file is a particular cause of a problem, it's best to rename or move the file (not delete it) in case it is not the problem. 

You shouldn't have to reset any of the word documents by replacing the normal.dot file through reinstallation and configuring it however you had it. Each document should be independent.

Perhaps you have a backup of your system where you can pull an archived copy of the normal.dot file out? 

[needhelp2234 Contributor]

Tim: ETA of the fix?

[jmsvair]

Laptop running Windows 7 64 bit, Word 2007.  Having the same problem on only 1 word document so far...weird.  No problems on my desktop running Windows Vista, same Word program of 2007.  Am I correct in that we'll have to check back here on this forum to see when there is a fix?

[Tim_Lopez Administrator]

Hi needhelp2234,

As mentioned in this post, we don't have a timeframe for the fix. It's best to use the workaround for now since you're still protected. 

[Taffy_078]

Hello again.

Everytime I now open a Word document, I get an error message along the lines of "Command cannot be performed - dialogue box open." I simply OK it and the document opens - not the biggest PC problem in the world but a real pain in the posterior!

Having searched the internet, I found this: http://support.microsoft.com/kb/891986

I then realised that the problem is a recent one and so may have been caused by the 19.5.0.145 update - or perhaps not!

The solution in the MS article is very clear and easy to follow but there's one major problem - officeav.dll is read-only and so cannot be renamed.

Did 19.5.0.45 cause this?

Is there a solution to this please?

[blackmoon]

Hi Team,

same problem here after 19.5.0.145 (german) update installation.

Win7 64bit SP1 german

Office 2007 SP3 german

After de-activate "Microsoft Office" scanning in NIS, no error message displayed.

Regards,

Alex

[Taffy_078]

thanks for moving my new thread here - and apologies that I hadn't found this thread when I first cam on yesterday.

I don't think that I'll bother with the workaround as I'd have to remember to undo it when the fault is fixed. And all it takes to proceed at the moment is one more click.

I've also recently started having the dreaded CPU 100% problem at start-up. I disabled the Microsoft auto-updates but it wasn't that. When I looked into the problem further, I realised that NIS was always running an auto-scan at start-up. Norton's help line told me to disable the "Enable Boot-time Protection". I did but this didn't stop it. They told me to re-install NIS but that didn't stop the problem.

I'll now search here again to see if there are any threads suggesting that CPU 100% and Autoscan at Start-up might also be related to the19.5.0.145 update.

[garywest]

We are getting the following error message when opening any files in Microsoft office:

“The command cannot be performed because a dialog box is opened, click OK then close dialog-boxes to continue.”

We have been advised that this problem occurs if the Officeav.dll file is corrupted or outdated and that the Officeav.dll file is the Norton AntiVirus Office plug-in.

We looked at the Officeav.dll file and see that it was updated on 1/26/2012 about the same time we began getting the error message.

How do we solve this problem to eliminate the error message?

Can anyone please help us?

[sbnazzaro]

I am having an identical problem to what these people describe.  When do you expect a solution.  I imaine everyone with Windows 7 and Office 2007 has this issue

[kwilson]

We recently upgraded from NIS 2011 to NIS 2012. The problem was NOT there with 2011 but is there with 2012. Boy, I wish that I had not allowed the upgrade. You can bet our company will be looking for a new scanner since Symantec seem to have done nothing about this over several years... Not a happy corporate client.