• All Community
    • All Community
    • Forums
    • Ideas
    • Blogs
Advanced

Not what you are looking for? Ask the experts!

Kudos0

360 v2 addon and Outlook Email

I just upgraded from 360 v1 to 360 v2.

Following installation of the addon, I stopped sending or receiving email from pop and smtp servers (mapi still works).

If I reboot, I get access for a few minutes, then lose it again.

Unlike NIS products, stopping antivirus autoscan and restarting it seems to have no effect.

Uninstalled the addon and reinstalled...same symptoms.

I have uninstalled the addon and email works again, but there are some features there I'd like.

Of course, the CHAT support says it can't be a Norton problem.....

Any insights from the group would be appeciated.

Thanks in advance

Replies

Kudos0

Re: 360 v2 addon and Outlook Email

How did you do the upgrade? Did you uninstall v1 first?
"All that we are is the result of what we have thought"
Kudos0

Re: 360 v2 addon and Outlook Email

I upgraded using a link on the 360 v1 page.

It removed v1 first as part of the process (the dialog box said).

I did not remove it independently.

Kudos0

Re: 360 v2 addon and Outlook Email

Please try the Norton removal tool and than reinstall
"All that we are is the result of what we have thought"
Kudos0

Re: 360 v2 addon and Outlook Email

Hi Denizen,

In addition to removing through SymNRT, I'd also ensure that you have removed (if installed) the V1 Add-On pack. From first blush, the actual problem looks like the Add-On pack may not have uninstalled cleanly.

If the problem returns after reinstalling, search your system for asoehook.dll and find it, try renaming and see if it fixes the problem with email.

Thanks,

Matt

Kudos0

Re: 360 v2 addon and Outlook Email

Thanks for the input.

No Dice, same syptoms as before.

I found two copies of asoehook.dll; renamed both.

Now I have issues with ccsvchst.exe error during shut down and a couple of others....

BUT on another issue, I was unable to install XP SP3 before even tho I had completely disabled everything in 360.  Stallled during post install processes.  Of my 4 household computers, the ones with 360 v1 upgraded fine (after disable), the two with v2 stopped at the same place.

Decided to try after the uninstall of 360, and it worked.

Maybe Matt can look into this and post it where it can do the most good.

Still looking for  a little solution here tho.

Kudos0

Re: 360 v2 addon and Outlook Email

Hi Denizen,

So we still have ccApp hanging on shutdown - which I'm going to put that one aside for the moment as there are enough other variables in play to suggest that this might be collateral to the email issue.

On the email issue, did you reinstall the Add-On Pack? If so, let's uninstall it and see if that eliminates the sending/receiving email issue - if the problem persists after that and there are no versions of asoehook.dll, then we know we have something different that we are dealing with.

On the SP3 issue, my understanding is that you were only able successfully upgrade after disabling V1 and that V2 had to be completely removed before SP3 could be successfully applied. If that is correct, do you have any additional details about where the failure occurred in the SP3 installation?

Thanks,

Matt

Kudos0

Re: 360 v2 addon and Outlook Email

Matt,

Perhaps I misunderstood.  I renamed the asoehook.dll files that I found prior to installation.  The addon to v2 puts one in (so I thought it couldn't be the v1 uninstall issue you referred to).  I have tried to rename it, but could not because it was "in use" or restricted.  (Outlook was not in use; I am the administrator)

Is there a way to disable it?  Perhaps if I try renaming it prior to the installation restart?  Are the other asoehook.* files to be renamed as well?  I did not.

I uninstalled the addon and email works again.

My last install, I selected the option to not integrate with Outlook, but that did not allow me email access to the POP or SMTP servers.

I have checked "allow" for Outlook and MSIE in the firewall settings.

On the SP3 issue.  According to the installation log, the hang always occurred (in both machines) during the running of "shmgrate.exe AddConfigurePrograms".  The dialog box displays something to the effect of "Running after install processes".  I did request help from Redmond, they said they would answer within 24 hours (but that was two days ago) before I tried the removal of V2 prior to install.

I noted at least one entry in their newgroup describing the same issue, but did not refer to 360 v2.  No responses.

Thanks again for your attention to this matter.

Kudos0

Re: 360 v2 addon and Outlook Email

Hi Denizen,

I believe we'll need to disable the protection service in order to be able to rename that file. This setting is found under the Quick Controls / SymProtect. Try disabling that, renaming the file, then restoring it.

On the email issue - it sounds like you needed to change the default "Auto" setting in the firewall program control settings to "Allow" - sorry to be repetitive, but I wasn't certain if that is what you are confirming.

The information on the SP3 failed install is invaluable - I've capture that information and passed it along.

Matt

Kudos0

Re: 360 v2 addon and Outlook Email

Hello again - I had a thought that process protection might also be a factor in the failed SP3 application. If you end up doing that again, try disabling it prior to applying SP3.

Matt

Kudos0

Re: 360 v2 addon and Outlook Email

Matt,

Sorry to take a little bit to get back to you.  Work seems to keep getting in the way...

1. Disabling symprotect allowed me to rename asoehook.dll successfully.  Following restart, I can sometimes access email with the addon installed, but again fails after a period of time (variable time).  And I get startup errors in 360 v2 1002,1 on computer boot.

2.  Disabling symprotect had no effect on the installation of XP SP3.  But did install it without removing 360 v2 by performing a boot to safe mode and installing it from the CD made from the SP3 ISO file.  Since all of my machines now have sp3 installed, I won't be able to shed any more light, unless you want the install log.  If so, tell me where to send it.

Kudos0

Re: 360 v2 addon and Outlook Email

Hi Denizen,

Thanks for your follow-up on this one - I appreciate the level of frustration this must be causing.

On the 1002,1 issue, use the utility in this document to resolve the problem:

http://service1.symantec.com/support/sharedtech.nsf/docid/2007042003372313

On SP3, thanks for testing symprotect. We'll do some additional testing on our side and work on reproducing the problem. One question - do you have any other malware applications on the system - SpyBot or Weboot type applications?

Thanks again,

Matt

Message Edited by matt_phillips on 05-15-2008 11:05 AM
Kudos0

Re: 360 v2 addon and Outlook Email

No other malware programs, per se.

Some overlap of programs exist with pop up blockers, etc. from Google toolbar.

Again, thanks for your time.

Kudos0

Re: 360 v2 addon and Outlook Email

Hi Denizen - did the document address the error?

Matt

Kudos0

Re: 360 v2 addon and Outlook Email

I don't know.

Since the fix for the Addon did not work, I uninstalled it and the startup error went away.

Status is:

360 v2 is installed. 

Addon is not installed.

email works as long as the addon is not installed.

I still the ccsvchst  error on shut down.

Kudos0

Re: 360 v2 addon and Outlook Email

Hi Denizen,

Okay, so the 1001 error is gone in the absense of Add-On Pack and email connectivity is restored as well. ccSVChst still hangs on shutdown.

For the Add-On pack issue, can you provide details on your Outlook / email configuration (you mentioned MAPI initially, which leads me to believe we are on a network).

For ccsvchst, a list of installed apps might help me determine which application we might be playing poorly with.

Thanks,

Matt

Kudos0

Re: 360 v2 addon and Outlook Email

Matt, if I may add my two cents in here. I just did a complete reformat of my computer. I finished with the O/S and before I added anything other than the recovery partition and O/S, I installed my copy of Norton 360 V2. My next step was to install SP3. I had no problems installing, however I keep getting the ccSVChst hanging on shutdown. It is not the only application affected and I am to the point of frustration with SP3 and about to uninstall it to avoid it not playing nice with everything on my computer.

SP3 broke something. Oh, and I don't use Outlook so that hasn't even entered my picture.

If you need anything else from me, just email/PM me. Liz

Message Edited by southernlady on 05-22-2008 12:47 PM
Kudos0

Re: 360 v2 addon and Outlook Email

Hello Liz,

Thanks for the additional information. There are a number of posts from a number of forums indicating moderate to sever issues related to the SP3 migration affecting both Norton and non-Norton customers. We are working on contacting some customers to better understand the SP3 impact on our products and I've added your name to our list - we very much appreciate your willingness to help us.

One question - prior to your reformat, I'm assuming that you had N360 V2 installed. We're you encountering the issue with ccSVChst hanging on shutdown pre-format?

Thanks again,

Matt

Kudos0

Re: 360 v2 addon and Outlook Email


matt_phillips wrote:

Hello Liz,

Thanks for the additional information. There are a number of posts from a number of forums indicating moderate to sever issues related to the SP3 migration affecting both Norton and non-Norton customers. We are working on contacting some customers to better understand the SP3 impact on our products and I've added your name to our list - we very much appreciate your willingness to help us.

One question - prior to your reformat, I'm assuming that you had N360 V2 installed. We're you encountering the issue with ccSVChst hanging on shutdown pre-format?

Thanks again,

Matt


Matt, yes, I did.

I have since reformatted AGAIN to get SP3 out of my computer.

I uninstalled SP3, rebooted, ran jv16 to clean up the registry, rebooted again, then went to get my updates. Okay, had 97 of them, expected that...what I didn't expect was for IE 6 to be corrupted (had to install 7 to even get IE to work). All 97 updates FAILED. So I tried a system restore to JUST before I installed SP3 to begin with. IT failed.

That's when I knew my only course of action was a total reformat.

I have also found out that part of MY problem may be related to my having a HP with an AMD processor. Altho mine is a laptop not a desktop, and did not go into the endless loop, I suspect, SP3 really futzed with my computer.

Now, the real problem...I am still getting the ccSVChst hanging on shutdown but not in the same fashion. Now it will let me shut down but it gives me the error message as the screen gets ready to do it's final close just before going black to the reboot and into either a full log off or a new start up screen. Before, it did it before I could even get to the shutdown. I was still in the "up and running" mode where I could get to my programs. Couldn't make them work, just could still see them if that makes sense. 

Any particulars as to what else you need...my computer, etc, let me know.

Liz

Kudos0

Re: 360 v2 addon and Outlook Email

Hi Liz,

I just sent you a PM with some additional instructions.

Thanks,

Matt

Kudos0

Re: 360 v2 addon and Outlook Email

I got the PM...working on the instructions now. Liz
Kudos0

Re: 360 v2 addon and Outlook Email

Matt, I have the log file for you but here is an update on what I did.

I had other issues besides Norton...my Corel wasn't behaving properly either. I told my husband that regardless of how well the reformat was for putting the computer back from Vista to XP, I could swear the ghost of Vista was still in the computer. So I broke down and upgraded again.

I no longer have the Norton ccSVChst hanging at shutdown. And I fixed all my other issues as well. IF the freeze with Norton had been my only issue, I would not have done the reformat.

I did save the log file to my external prior to the reformat so it was safe for analyzing and maybe help someone else in figuring out what in the blazes was going on.

Thanks for all your help.

Liz 

Kudos0

Re: 360 v2 addon and Outlook Email

Matt,

Sorry for the break.  Out of town last week.

Outlook is configured normally for pop/smtp server application.  It connects via LAN (My AP is a Linksys router), ports 110/25.

I have installed an addon to outlook (connector) that allows me to access a *@msn.com account from outlook as well, hence the MAPI reference.  It is simply another account.  That account seems to work when the pop/smtp servers will not.

Again, this worked OK with 360 v1....

Additionally, my laptop connects through the same router and does not suffer the same symptoms.  Outlook is confugured the same on it except for the Oulook Connector add on.

Hold on efforts for the ccSVChst issue as I may have found help elsewhere in the forum for it (I need to see if it recurrs for the next few days).

Kudos0

Re: 360 v2 addon and Outlook Email

Hi Liz,

Hold onto those logs - hope to not need them as I was able to reproduce the issue yesterday. I'll update the thread as soon as more information becomes available.

Let me know if you run into any problems in the meantime.

Matt

Kudos0

Re: 360 v2 addon and Outlook Email

Matt, the notice of new replies to this thread is hitting my spam box (I use gmail) and even tho I've told gmail this is a good address, it insists on landing it there. So I've been watching careully.

However, I am NOT getting any notices of PM's at all. So if you send me one, I don't get it.  Liz

Kudos0

Re: 360 v2 addon and Outlook Email


southernlady wrote:

Matt, the notice of new replies to this thread is hitting my spam box (I use gmail) and even tho I've told gmail this is a good address, it insists on landing it there. So I've been watching careully.


We are currently working to resolve the gmail spam problem.  Sorry for the delay on that, the permanent resolution seems to involve a coordinated response between at least 3 organizations.  

If everyone that experiences this problem would kindly click the 'Not Spam' button in the gmail interface on any forum generated email messages it may speed a partial fix to the problem.


southernlady wrote:

However, I am NOT getting any notices of PM's at all. So if you send me one, I don't get it.  Liz


Correct.  PM's at this time do not generate a 'notice' email.  This may change in the future.

Message Edited by Allen_K on 06-05-2008 11:59 AM
Kudos0

Re: 360 v2 addon and Outlook Email

Hi Liz - I have the file now and sent you a PM.

Thanks,

Matt

Kudos0

Re: 360 v2 addon and Outlook Email

Matt, got your PM when I logged on...glad you got the file. Liz
Kudos0

Re: 360 v2 addon and Outlook Email

Hi Liz,

It looks like the problem has been identified and we are working on a patch for this now. I'll keep the thread updated when it becomes available.

Thanks to you and everyone else that helped out!

Matt

Kudos0

Re: 360 v2 addon and Outlook Email

Glad I could help in any way. And thanks for letting us know. :)

Now if we could just fix the gmail issue as easy. LOL. Liz 

Kudos0

Re: 360 v2 addon and Outlook Email

Hi Liz,

Just keep hitting the "Report Not Phishing" on those - I know the moderators are working with Google on it, but these cross-company issues can sometimes take some time to resolve.

Matt

Kudos0

Re: 360 v2 addon and Outlook Email

Matt,

Could it still be a problem to replicate my *@hotmail.com account with the use of the "Outlook Connector"?

Mail is not comming true anymore too my Oulook (2003 SP3) after i have installed Norton 360 v2.0

Kind Regards,

Erik

Kudos0

Re: 360 v2 addon and Outlook Email

Hi Erik,

I'm not convinced that I understand the problem you are experiencing. The second part seems clear - you have lost email connectivity (Outlook 2003, SP3) following the installation of N360 V2.0. This is likely a problem with the connector - if so, renaming asoehook.dll should solve this. On the question of "@hotmail.com", I'm not sure what situation you are describing. Can you elaborate?

Thanks,

Matt

Kudos0

Re: 360 v2 addon and Outlook Email

Hello Matt,

Thanx for your reaction.

The first part of the question looks simular true me as 'Denizen' wass aking on message 23 in this subject.

Situation: I'm replicating my hotmail account with my Outlook 2003 (SP3) by using the Outlook Connector (MAPI), following the N360 V2.0 now email (hotmail) is comming thue. My other email account (with POP3) is still working fine.

The named dll file (asoehook.dll) dusn't excist on my PC. Untill yesterday i used Norton Internet Security and the connector was working correct. When i start Outlook every thing looks okay, now errors and Outlook connector is logging on. I have verified that by changing the password (online) and restarting Outlook (incl. Connector) again, he needed new password and proceeded ...but now mail is showing up.

Strange question (i'm not a IT guy): could it be that Norton 360 firewall is blocking somekind of information protocol?

Kind Regards,

Erik

Kudos0

Re: 360 v2 addon and Outlook Email

Hi McErik,

I apologize; I'm just a bit confused.  Are you saying that "no email (Hotmail) is coming through" or that "now email (Hotmail) is coming through"? I'm guessing the first, since you posted this issue, but I want to be sure. Which exact version of Norton 360 are you running? I would recommend that you run LiveUpdate so that you download all available updates for the product. Also, how did you remove Norton Internet Security, and which version was it?

If you haven't already, I would recommend contacting our Customer Support team through the product's Help & Support link. Or you can visit the below site to contact our free Customer Support:

http://www.symantec.com/norton/support/selectproduct_ts.jsp

Thanks!

Tony Weiss | Norton Forums Global Community Manager | Symantec Corporation
Kudos0

Re: 360 v2 addon and Outlook Email

Tony,

Sorry for the misunderstanding: my Hotmail (with the use the Outlook Connector) is NOT coming through. My other mail (by the use of a POP3 server) is running perfect.

I have runned LiveUpdate several times and my Norton 360 has the version 2.3.1.4.

Norton Internet Security 2007 was removed automatically by the (online) installation of Norton 360. I have installed the new software online, soo i didn't used CD's. The exact version of NIS2007 i don't remember.

Before i contact Customer Support i'll wait for your reaction.

Kind Regards,

Erik

Kudos0

Re: 360 v2 addon and Outlook Email

Hi Erik,

The best way to go at this point is to contact our Customer Support team:

http://www.symantec.com/norton/support/selectproduct_ts.jsp

They'll be able to access your system if you wish, and troubleshoot your issue directly. Please let us know the results of your contact with Customer Support about this problem. Thanks!

Tony Weiss | Norton Forums Global Community Manager | Symantec Corporation

This thread is closed from further comment. Please visit the forum to start a new thread.