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ericamerica74
Posts: 19
Registered: ‎03-14-2011

cant get on computer to install my norton

Hi ALL, i want to install my norton on my second computer but when i turn the computer on, it is stuck on the DOS screen that gives you the options to 'start windows normally', 'start in safe mode', etc... Which ever one i choose does not result in the launch of windows, it says that the windows could not start because "the following file is corrupt or missing" \windows\system32\config\system..... It says to try & repair by the file by starting windows setup using the original set-up cd rom & selecting "r"..... I do not have the disk. WHAT can i do?? I do not want to lose my documents or baby pics which are on the hard drive! Can someone please give me some options to try?? ID REALLY APPRICIATE IT BOYS! :)

huwyngr
Posts: 21,630
Topics: 1,034
Kudos: 2,822
Solutions: 376
Registered: ‎04-13-2008

Re: cant get on computer to install my norton

 

 

To get you the best advice, would you give us some more information about your system:

What version of Windows are you using including Service Packs and whether 32 bit or 64 bit as well as the Name and Version ID of the Norton product that you are using -- Help or Support / About is where that is, in the format of nn.nn.nn.nnn

If you have the COMCAST version of Norton 360 / Security Suite and not the normal commercial version please be sure to tell us.

If you get any error messages please give the exact wording of them as well as any other background that could be helpful.



Hugh
Contributor
ericamerica74
Posts: 19
Registered: ‎03-14-2011

Re: cant get on computer to install my norton

The computer in which i am having the trouble with is operating windows XP home edition. I am trying to get it to work so that i can then install norton.  It runs 32bit normally i believe, as i do on this computer, but  this one is windows7, so i cannot put this disk in the other computer to re-boot the system. I do not have the original xp disk to insert into the computer to try & repair it. my concern is that i will also lose my data&pics. I am wanting to install the norton internet security as i said before, however i cannot get beyond the DOS looking screen that gives you the options to "restart windows normally", "restart in safe mode", etc.... it continues to say that a file is either corrupt or missing & asks for the original disk to be inserted & me to press 'r' to start repairs. Any suggestions?

delphinium
Posts: 9,862
Kudos: 2,965
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Registered: ‎11-21-2008

Re: cant get on computer to install my norton

Do you know what service pack is on the XP machine?  How did it come to be in this condition?  Is it infected, not run for a long time, or a recent problem?

 

This is not going to be a quick fix.  It is a complex problem.  The best approach might be to get into the machine sufficiently to get your data off.  Hopefully we can get a specialist or two on it.

Under certain circumstances profanity provides relief denied even to prayer.
Mark Twain
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DaveH
Posts: 5,687
Registered: ‎01-06-2010

Re: cant get on computer to install my norton

That error indicates a problem with one of the system registry hives.

 

On the same menu screen you get to choose safe mode, please try the option "last known good configuration".

 

Dave

 

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DaveH
Posts: 5,687
Registered: ‎01-06-2010

Re: cant get on computer to install my norton

It's getting very late for me what I want to leave a few comments before I go.

 

My suggestion is the obvious first thing to try but I wouldn't put much hope in it.  The system hive of the registry would need to be pretty much intact in order for the system to roll back the registry to the last known good state.

 

You need to try to give everyone here as much info as possible, if it's a laptop or desktop, what service pack it was running and what led to this problem.

 

it could be one of several problems, it could be an infection but the most common reson would either be a hard drive going bad or the registry got corrupted by a bad shutdown or crash.

 

I'm in agreement with delphinium, my first choice is usually to stop and backup all the important data if the user does not have any backups.  If I'm pretty sure it's not a pending hardware failure I'll try to fix it first and if a couple tries don't work I'll then stop and backup everything for safety sake.

 

Windows is suggesting you do a "repair" installation but you really need an installation disk of the same service pack level to do so and you would have to also be sure it matches the installed version if it was a  retail or preinstalled OEM version so you could reactivate it if necessary.

 

Best of luck,

Dave

huwyngr
Posts: 21,630
Topics: 1,034
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Registered: ‎04-13-2008

Re: cant get on computer to install my norton

[ Edited ]

eric,

 

Thanks for the background information -- you have some real experts here now so please work with them since they know much more about the detailed workings of Windows than I do.

 

Just a couple of things to tuck away for use if all else fails --

 

1 -- On the XP machine, if you need to try a System Repair (not the destructive replacement but the repair option) and don't have the original installation disk you may be able to do it using a borrowed XP disk of the same version -- ie XP Home. Microsoft have no objection to you doing this and don't regard it as illicit use! BUT it may not always work if the XP Home you have was tailored by the PC Manuafacturer.

 

2 -- Depending on the make of your PC you may be able to buy a replacement recovery disk for abut $20 including shipping -- the one that will restore the system to factory condition and wipe out all your personal files in the process so it's very much a last last resort -- although they may be more difficult to obtain now that support for XP is diminishing.

 

If you care to give the make and exact model of the XP PC I'll be glad to see what I can find since I'm used to looking for this sort of information.

 

But please stick with the helpers here to try and get back into action without having to do this.



Hugh
Contributor
ericamerica74
Posts: 19
Registered: ‎03-14-2011

Re: cant get on computer to install my norton

Thanks Hugh, Its my boyfriends computer & its an old Dell 2004 model. He told me he actually bought it off someone else a few years back. We use mine now that his crashed. My main goal is to retreve all my pictures & stored documents off of it, install my Norton Internet Security, then use it as a computer for the kids to do their school work on. I already tried to start restarting windows by using ALL options. IE: restore last config, safe mode, normally, etc... NONE work. Still have error message. I guess i should try to find an XP disk from a friend or something like that. SO THEN in case its a total scrub, how would i get off all my info that is stored on the hard drive &  put on my external hard drive if i cannot get into windows?? :\

Contributor
ericamerica74
Posts: 19
Registered: ‎03-14-2011

Re: cant get on computer to install my norton

Im pretty sure its either a virus or the hard drive is going bad.... I would love to be able to fix it & use it for the kids, but if thats not  possible, at the very least i need all my pics&documents off of it. I have an external hard drive, but how would i get it to load my data onto it  if i cannot get into windows at all??  thanks soo much for ur input thus far! keep suggestions comming :)

Super Phishing Phryer
DaveH
Posts: 5,687
Registered: ‎01-06-2010

Re: cant get on computer to install my norton

Most people are not computer nerds like us, so it depends on what you or your boyfriend are more comfortable with.

 

The 2 easiest ways to get data off a hard drive that doesn't boot is:

 

1) Remove the hard drive and connect it to a working system either as an internal drive or in an external case.

2) Use a bootable CD that is either windows or Linux based and use it to copy the data onto the removable drive.

That usually requires you to download a big image file and know how to burn an image file to a CD.

 

Dave