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N360 possible MS Update conflict

I recently posted "N360 disappears after LiveUpdate, replaced by non-working N Security" - see below. This appeared to be fixed by Norton Remove and Reinstall. However I recently had to roll my system back using System Restore in order to fix an issue with Symantec (now Veritas) System Recovery. Everything worked fine until MS Update ran - automatically in Win 10 - and then the above problem reappeared. I have turned off 'fast boot' but have not run RnR yet in light of the following. The updates that were installed included KB 4074588 (others were 4041994, 4074595, and 890830). KB4074588 is an OS Build that includes the following caution - "Because of an issue that affects some versions of antivirus software, this fix applies only to computers on which the antivirus ISV updated the ALLOW REGKEY." I am not sure what this means but end users are advised to "Contact your antivirus manufacturer to verify that their software is compatible and that they have set the following REGKEY on the computer - Key="HKEY_LOCAL_MACHINE"Subkey="SOFTWARE\Microsoft\Windows\CurrentVersion\QualityCompat"
Value Name="cadca5fe-87d3-4b96-b7fb-a231484277cc"
Type="REG_DWORD”     Data="0x00000000”
Hence my question is does anyone know if N360 is consistent with the above and if not what can be done?
That said, I uninstalled KB4074588 but that did not resolve the N360 issues. Running LiveUpdate consistently removed the N360 icon from the Task Bar notification area as well as resulting in the Program menu icon being unable to open N360 - or what had now become Norton Security. I ran LiveUpdate several times and each time it said a patch needed to be applied, restarting out of necessity after each update.On the last occasion N360) asked me to fix SONAR protection as it had become disabled and then said it was unable to do so. I apologise for the long post but it does seem that there is an ongoing conflict of some kind with one or more MS updates. As ever any help would be very much appreciated.

Antworten

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Re: N360 possible MS Update conflict

SM86M Rolling back Windows will most time constitute a R&R of Norton. Run the removal and reinstall tool, do REMOVE ONLY and reboot your system. DO NOT run Windows updates until you have reinstalled your Norton product. The new install of Norton should set the correct registry keys. When you reinstall Norton reboot before manually running live updates. Once rebooted check live updates and get all that are available. You should then be good for installing the other updates that you had removed.

Cheers

"From DOS to Windows10 what a journey it has been" / MS Certified Professional / Windows 10 Professional x 64 version 1809 / build 17763.529 / N360 Deluxe 22.17.1.50 / Norton Core v.282 on Android 1.98
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Re: N360 possible MS Update conflict

Hello

Please use a Windows Admin Account in doing these things.

Have a Good Night and

Thanks.

Success always occurs in private and failure in full view. Windows 7 Pro 64 bit Norton Core Security Plus 22.17.1.50 Core Firmware 282 I E 11 Chrome latest version.
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Re: N360 possible MS Update conflict

SM86M:

...I have turned off 'fast boot' but have not run RnR yet in light of the following. The updates that were installed included KB 4074588 (others were 4041994, 4074595, and 890830). KB4074588 is an OS Build that includes the following caution - "Because of an issue that affects some versions of antivirus software, this fix applies only to computers on which the antivirus ISV updated the ALLOW REGKEY." I am not sure what this means but end users are advised to "Contact your antivirus manufacturer to verify that their software is compatible and that they have set the following REGKEY on the computer - Key="HKEY_LOCAL_MACHINE"Subkey="SOFTWARE\Microsoft\Windows\CurrentVersion\QualityCompat"
Value Name="cadca5fe-87d3-4b96-b7fb-a231484277cc" Type="REG_DWORD”     Data="0x00000000”...s ever any help would be very much appreciated.

Hi SM86M:

Symantec confirmed Norton users have had this required registry key [Key="HKEY_LOCAL_MACHINE" Subkey="SOFTWARE\Microsoft\Windows\CurrentVersion\QualityCompat" Value="cadca5fe-87d3-4b96-b7fb-a231484277cc" Type="REG_DWORD” Data="0x00000000”] since early January 2018.  This registry key must be present to ensure your antivirus software is compatible with the January 2018 Security Updates for the Meltdown vulnerability and prevent possible BSODs - see the MS support article Important: Windows security updates released January-February, 2018, and antivirus software for more information.  Security expert Kevin Beaumount's spreadsheet at https://docs.google.com/spreadsheetsUNFFbsAVLpzAtckQxYiuirADzf3cL42FQ shows that Norton products are fully compatible ("Y", "Y" in the spreadsheet) assuming you have v22.11.2.7 or later, and this registry key was also discussed in Tom Run's thread Is NIS 21.7.0.11 compatible with the Windows update KB4056894 for Meltdown & Spectre Vul..  If this registry entry were missing then Windows Update would not be able to deliver KB4074588 or other available updates to your computer, so the fact that Windows Update installed your February 2018 Patch Tuesday updates is a good indication that your registry entry has already been set to the correct value.  Here's an image of my own Windows registry from 11-Jan-2018:

As noted in your previous thread N360 disappears after LiveUpdate, replaced by non-working N Security, it sounds like your Norton 360 problems are related to the recent the new Single Layout feature included in the recent v22.12.0.104 update (see the Features Changes section of Norton 22.12 Product Update Available Now).  The problems you described in your previous thread have likely reappeared because you rolled your system back to an earlier date so you might have to repeat the same troubleshooting steps [e.g., disabling Fast Startup, refreshing your N360 installation using the Norton Remove and Reinstall (NRnR) tool at www.norton.com/nrnr] to get Norton working correctly again.
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32-bit Vista Home Premium SP2 * Firefox ESR v52.6.0 * NS Premium v22.12.0.104 * MB v3.1.1

Danksagungen0

Re: N360 possible MS Update conflict

Once again thank you so much for your suggestions. I'm afraid I've only today had the time to follow up and I apologize for the delay. However, on this occasion I was not successful. I removed N360 and rebooted as you suggested but on rebooting Symantec System Recovery R2 (now supported by Veritas) failed to load properly. Attempting to open it yielded the following error:
Unable to load configuration information.
Retrieving the COM class factory for component with CLSID
{69C3E4B8-ACC2-41F0-85D6-403C53A9A38D} failed due to the
following error: 80040154 Class not registered (Exception from
HRESULT: 0x80040154 (REGDB_E_CLASSNOTREG)).

Continuing with the N360 reinstall and rebooting did not resolve the System Recovery issue.This was the same error that compelled me to roll back my system before and I have had to do the same again. Hence I now have System Recovery working again but this has, of course, also meant that the N360 issue is not resolved.
I'm not sure what to try next - System Recovery handles my entire back up function and I am loath to try to uninstall and reinstall it because the initial installation four years ago was subsequently patched (R2). Hence any further suggestions for addressing the N360 issue would be truly appreciated.
With thanks.

Danksagungen0

Re: N360 possible MS Update conflict

SM86M:

...I removed N360 and rebooted as you suggested but on rebooting Symantec System Recovery R2 (now supported by Veritas) failed to load properly. Attempting to open it yielded the following error:
Unable to load configuration information.meant that the N360 issue is not resolved...

Hi SM86M:

Please see my 04-Sep-2017 comment in Pcloverxp's thread BUG-Norton Security 22.10 degrades system performance.  We were unable to confirm but Pcloverxp suspected that running the Norton Remove and Reinstall (NRnR) tool in advanced "Remove Only" mode somehow damaged their Veritas System Recovery 16 (a.k..a. Symantec System Recovery 2013 R2) installation.

If your Veritas System Recovery is working again after the roll back, it might be possible to repair N360 by running the NRnR tool in "normal" mode as instructed at https://www.norton.com/nrnr since refreshing your N360 installation this way isn't as aggressive as a complete wipe in "Remove Only" mode.

If you don't want to risk using the NRnR tool again, you could manually uninstall N360 from the Control Panel (or Settings | System | Apps & Features for Win 10) and choose the option to "Please remove all user data" when asked to select your uninstall preference.  If you use Norton Identity Safe to manage your login passwords this uninstall option will not remove the online password vault but it will remove additional static data files (e.g., .txt, .dat, .log, etc.) like your security history logs, personalized configuration settings and old-style Norton Identity Safe local vault (a .dat file stored on the local hard drive and last offered with Norton v19.x).  After you re-boot you can manually delete any files left behind in your Norton installation folder (I believe it's located at C:\Program Files\Norton 360\).  Then download the latest N360 English offline installer (currently N360-ESD-22.12.0.104-EN.exe) from https://www.norton.com/latestn360 and double-click to run.  Once N360 v22.12.0.104 is reinstalled just run a few manual LiveUpdates until no further updates are available and re-boot once more for good measure.

And don't forget to confirm that your Win 10 Fast Startup power option described in peterweb's thread Windows 8/8.1 or 10 and Fast Start Feature is still disabled before starting any reinstall of N360.
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32-bit Vista Home Premium SP2 * Firefox ESR v52.6.0 * NS Premium v22.12.0.104 * MB v3.1.1

Danksagungen0

Re: N360 possible MS Update conflict

SM86M:

...The updates that were installed included KB 4074588 (others were 4041994, 4074595, and 890830). KB4074588 is an OS Build that includes the following caution - "Because of an issue that affects some versions of antivirus software, this fix applies only to computers on which the antivirus ISV updated the ALLOW REGKEY." ....

Hi SM86M:

One other thought.  If you received KB4074588 that suggests that you use Win 10 Version 1709

The Known Issues section of the Microsoft's KB article February 13, 2018—KB4074588 (OS Build 16299.248) was updated 23-Feb-2018 and also states:

"After installing this update, some USB devices and onboard devices, such as a built-in laptop camera, keyboard or mouse, may stop working.  This may occur when the windows update servicing stack incorrectly skips installing the newer version of some critical drivers in the cumulative update and uninstalls the currently active drivers during maintenance.   

Microsoft is working on a resolution and will provide an update in an upcoming release. Workaround steps are available in KB4091240."

If you are using Veritas System Recovery for backup/recovery with a USB-connected device it's also possible that KB4074588 damaged the device driver for your backup drive.  See jgsputhard's thread Latest Norton update blocks USB Drivers on Dell XPS 15 with latest Windows if you think this could be related to your Veritas System Recovery error. Your system rollback might have solved the Veritas System Recovery error if it also removed KB4074588 and reinstalled your old (working) device drivers.
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32-bit Vista Home Premium SP2 * Firefox ESR v52.6.0 * NS Premium v22.12.0.104 * MB v3.1.1

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