Norton Internet Security / Norton AntiVirus

[Cody]

I just purchased Norton Internet Security on Friday, July 30, 2010.  I came across the following when I checked Full History.  Can you tell me what this message is and why I got it?  Really appreciate the help.  (Further down, the Severity Level is High.)

Alert Summary

Severity:  Low

Activity:  Symantec Error Reporting Submission

Date and Time:  July 31, 2010, Saturday, 8:31 AM

Status:  Submitted

Recommended Action:  (Blank)

Error Type:  Error Condition Detected

Error ID:  {A7E79C2B-EC57-4971-B923-AC75610AA12A}

Error Class:  0x28AF9D7F

Product Name:  Norton Internet Security

Product Version:  17.6.0.32

Process ID:  0x348

Thread ID:  0xB9C

Process Name:  ccSvcHst

Process Version:  109.0.3.4

Process Timestamp:  Thursday, February 25, 2010, 8:42 PM

Module Name:  hsui  (What is this???)

Module Version:  17.6.0.32

Module Timestamp:  Friday, March 26, 2010, 11:45 PM

Module Offset:  0x6A77

Hash Code:  0x9E889633

Component Name:  hsui

Component ID:  0x76

Error Code:  0x800704C7

SEVERITY:  HIGH

Error File:  C:\ProgramData\Norton\{0C55C096-0F1D-4F28-AAA2-85EF591126E7}\NIS_17.5.0.127\CmnClnt\ErrorInstancesA\28AF9D7F\A7E79C2B-EC57-4971-B923-AC7610AA12A.dat

Error File:  C:\Users\...............\AppData\Local\Temp\A7E79C2B-EC57-4971-B923-AC75610AA12A.dat.tmp

Error File:  C:\ProgramData\Norton\{0C55C096-0F1D-4F28-AAA2-85EF591126E7}\NIS_17.5.0.127\ErrorManagement\Queue\SQ_{58247BD1-A4A0-42CF-9AA2-940CB6FF8FE0}\{0C55C096-0F1D-4F28-AAA2-85EF591126E7}.etl

[floplot Norton Fighter]

Hello Cody

Welcome to the Norton Users Discussion Forum

What security program were you using previously and how was it removed? What operating system and service pack are you using? What is the version number that you have installed now?

To me it looks like you didn't get a clean install of the product possibly to not having removed the prior product completely or perhaps some malware prevented the clean install.

[Cody]

Hello Guru, I have a HP Home Premium Windows Vista 64-bit OS. I did a complete recovery last week and turned on Norton's 60-day trial (pre-installed on the recovery CDs). When I purchased Norton Internet Security 2010 on Friday, July 30, 2010 I uninstalled the trial version using Programs and Features. The version number I have now is 17.7.0.12. I hope I don't have malware, after spending 1-1/2 days doing the recovery. How can I find out if I have malware? Norton hasn't found anything. If there is malware that's corrupted things, it probably won't. Also, how can I check to make sure the trial version was completely removed? How do I fix this? Thanks for all your help. Cody

[floplot Norton Fighter]

Hello Cody

I would suggest that you do the following.

Please download and save NIS 2010 to your desktop from here but don't install it yet.

You can download 2010 NIS from here



http://www.norton.com/nis10

Then download the Norton Removal Tool

You can download the Norton Removal tool from
http://www.symantec.com/norton/support/kb/web_view.jsp?wv_type=public_web&docurl=20080710133834EN

Please pick the proper Norton product that you want to remove. Also please be aware that it will remove all Norton products, so back up Identity Safe using the program to back that up. Also please have your product key handy.

Thank you Allen for new link

Disconnect from the Net and run the Norton Removal Tool 2 times with a reboot after each run, since you are Vista, run it as admin.

Then run the install of NIS 2010 also as Admin.

When it wants to connect to the web, let it and please remember to run live update until there are no more updates.

Then check the history and see if you still get those types of errors.

Please come back and let us know. Thanks.

[reese_anschultz]

Cody,

Your issue is very uncommon and upon initial research appears to be related to a display issue. Did you notice any problems with the program's display? I see that it was reported for the 17.6 product. Since you've updated to the 17.7 version you may not encounter this issue anymore. If you do see new errors, feel free to report them though.

[elsewhere]

---

reese_anschultz wrote:

Cody,

Your issue is very uncommon and upon initial research appears to be related to a display issue. Did you notice any problems with the program's display? I see that it was reported for the 17.6 product. Since you've updated to the 17.7 version you may not encounter this issue anymore. If you do see new errors, feel free to report them though.

---

The issue is present in version 17.7 and can be reproduced under Vista using a Standard User account (non-admin).

If you click on the 'Get Support' link under the 'Help & Support' menu, a User Account Control' prompt is displayed. Click Cancel and a Norton Internet Security dialog box will appear advising that you need to be an Administrator to use this feature. This triggers the 'hsui' error. As the error is not written to the Symantec Error Reporting log in real time, take note of the time that you performed the action above. It usually takes a restart and a period of Idle time for the Error entries to be submitted. You can then verify the Error Time in the Details section of the entry against the time you manually recorded earlier. If there is a way of manually forcing the Error submission process to run then please let me know!

[Cody · Accepted solution]

This answered my question and solved the problem. Thanks very much, Cody