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Norton 360 can't install - MS KB4474419 security patch problem

Posted: 05-Feb-2022 | 11:55AM · 10 Replies ·

In the morning of 2/2/2022 Norton 360 failed an update and corrupted file symefasi64.sys, which prevented Windows from starting.

Once I managed to boot my computer I uninstalled Norton 360 and attempted reinstall. However the install failed because it required a MS security patch KB4474419 for Windows 7 32 bit. I followed the link provided and attempted to install the security patch, but it stopped with the message "The update is not applicable to your computer". How do I force the Norton install to stop messing about, and complete? The only options offered are close or install a security patch that won't install and is not meant for my computer.

Labels: Cannot Start/Open Norton, Norton 360, Installation, Windows 7
Accepted Solution
Kudos0

Re: Norton 360 can't install - MS KB4474419 security patch problem

Posted: 06-Feb-2022 | 1:25PM · Permalink

Hi Mcrmoz,

Yes, but my extra problem was that I can't install the Microsoft security patches. So the sequence of problems and solutions for me were:

Problem 1: Computer fails to start Windows because ...\symefasi64.sys was corrupt. My computer is old with Windows 7 Home Premium.

Solution step 1: Press F8 during startup and select "Last Known Good Configuration" from the boot menu. Press enter. Windows should restart normally.

Solution step 2: Uninstall Norton 360 using the uninstall and reinstall tool from the Norton site. Windows uninstall can't uninstall Norton.

Problem 2: Reinstallation failed because I did not have the Microsoft security patch KB4474419.

Solution step 3: KB4474419 is available from the Microsoft update site. If you can download and install you can complete the Norton reinstallation.

Problem 3: Installation of KB447419 fails with the message "The update is not applicable to your computer"

Solution step 4: Go to Norton support chat. Eventually they can provide a download that will install on Windows 7 without requiring KB4474419. It may take an hour. You will need to be able to sign into your Norton account without using automatic password completion. I advise against trying to find the download elsewhere, because you won't have protection and sites offering the download may be dangerous.

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Replies

Kudos0

Re: Norton 360 can't install - MS KB4474419 security patch problem

Posted: 06-Feb-2022 | 6:23AM · Edited: 06-Feb-2022 | 6:25AM · Permalink

Yes same with me on W7 64bit, restart stopped Windows starting. Go back on system restore before this update, go to norton and download the uninstall tool but in options choose ‘remove only’, then restart computer. Before you reinstall, double click on your C drive and go to programs, and programs x86, and delete norton folders, leave norton insight one if you have it. Go to Microsoft update calalog and search for KB4474419, click on Download button (32 bit version will be the second from last in the list), and install, computer will shutdown and initialise and install update, after it has and log back in, Then go to norton and sign in to you account, then reinstall 360. 22.21.11.4 has been updated to a later version now, when you click live update. Restart computer and it should have updated to 22.21.11.4, now keep doing a live update and it will update product to the next update version and be ok

Kudos0

Re: Norton 360 can't install - MS KB4474419 security patch problem

Posted: 06-Feb-2022 | 9:45AM · Permalink

Hi Mcrmoz, I think you have identified the issue but unfortunately your solution does not work for me. For some reason I can't delete the Norton folder. Somehow my administrator rights are not recognised. When I try to install the KB4474419 Microsoft update it fails with the message "The update is not applicable to your computer". I am looking for a way to reinstall Norton 360 despite not having the KB4474419 update.

Thanks

Kudos0

Re: Norton 360 can't install - MS KB4474419 security patch problem

Posted: 06-Feb-2022 | 10:21AM · Permalink

So my current understanding is that to be able to install KB4474419 I would have to have a business version of Windows 7 and pay for an EOS package to be able to use the Microsoft updates. I have Windows 7 Home Premium and probably would not choose to pay anyway. So is it possible to install KB4474419 from another source without having the EOS package? Or is there a way to reinstall the last version of Norton security / 360 that did not require KB4474419?

Kudos1 Stats

Re: Norton 360 can't install - MS KB4474419 security patch problem

Posted: 06-Feb-2022 | 11:18AM · Edited: 06-Feb-2022 | 11:19AM · Permalink

It’s all to do with SHA1 certificates being updated to SHA2. You need administrator permission to install and delete probably so go to C drive > properties > security > advanced > change permissions, then go to your user account and Edit, check box total control click OK. I’d use system restore back before the Norton product update tried to install, as that’s what I did first of all. I only installed KB4474419, but you may need KB4490628 and KB4484071 As well.

Accepted Solution
Kudos0

Re: Norton 360 can't install - MS KB4474419 security patch problem

Posted: 06-Feb-2022 | 1:25PM · Permalink

Hi Mcrmoz,

Yes, but my extra problem was that I can't install the Microsoft security patches. So the sequence of problems and solutions for me were:

Problem 1: Computer fails to start Windows because ...\symefasi64.sys was corrupt. My computer is old with Windows 7 Home Premium.

Solution step 1: Press F8 during startup and select "Last Known Good Configuration" from the boot menu. Press enter. Windows should restart normally.

Solution step 2: Uninstall Norton 360 using the uninstall and reinstall tool from the Norton site. Windows uninstall can't uninstall Norton.

Problem 2: Reinstallation failed because I did not have the Microsoft security patch KB4474419.

Solution step 3: KB4474419 is available from the Microsoft update site. If you can download and install you can complete the Norton reinstallation.

Problem 3: Installation of KB447419 fails with the message "The update is not applicable to your computer"

Solution step 4: Go to Norton support chat. Eventually they can provide a download that will install on Windows 7 without requiring KB4474419. It may take an hour. You will need to be able to sign into your Norton account without using automatic password completion. I advise against trying to find the download elsewhere, because you won't have protection and sites offering the download may be dangerous.

Kudos0

Re: Norton 360 can't install - MS KB4474419 security patch problem

Posted: 06-Feb-2022 | 3:51PM · Edited: 06-Feb-2022 | 4:13PM · Permalink

My laptop is quite old now, from 2012 W7 x64 bit home premium. Go to the Microsoft update catalog website, not use the link by Norton if you get the box when trying to download 360, or try to save the KB file to your downloads folder or to the desktop instead and try to install then? I can’t understand why you can’t uninstall a folder on programs/programs x86 folders, if not then uninstall from the ‘programs’ section in the control panel, that should get rid of the Norton folders for you, if it does then create a manual restore day on the C drive first before carrying on, so at least you have a point when Norton was uninstalled. When I ran into this problem first of all Windows tried to start up from the restart, but it went to a plain screen and a basic windows repair box repairing windows files and folders, none of my folders were changed. Check in Windows update history to see if you already have KB4474419, I know I certainly didn’t and thought it wouldn’t install, but it did. When Norton was installing again it flagged up that this KB file was needed, and didn’t go any further installing, otherwise I wouldn’t of know anything about it.

Kudos0

Re: Norton 360 can't install - MS KB4474419 security patch problem

Posted: 07-Feb-2022 | 8:18AM · Permalink

Thank you everyone for your help and advise.
What I didn't know was that the 32bit was listed on the microsoft download as x86. Once I found this out, I then went back to the linked download page for the KB4474419 update.  This opens a window, you must copy the link into you browser and enter, this then starts the download and install.  It took a few minutes but did it.  Then I stated the Norton reinstall again and everything went through perfectly.  I had selected to uninstall my norton from the control panel add/remove programs and selected to uninstall Norton but to keep setting for a reinstall.  So all worked as it should have.
NB. Before my realizing that 32 bit is also x86.  I went into the Norton chat for help and support.  The guy there had told me to install the windows service pack 1 and all would then work.  While I was still on the chat I searched microsoft and it didn't have the service pack for me and also stated that microsoft no longer supports windows 7.  I told this to the adviser at Norton.  He then said that Norton no longer supports windows 7 and I must upgrade my operating system to windows 11.  I feel he was not helpful and just wanted me to go away and not bother him.  I am glad that I found the solution and that you all on here were prepared to put in more effort than the Norton Chat support.  Thank you

Kudos1 Stats

Re: Norton 360 can't install - MS KB4474419 security patch problem

Posted: 07-Feb-2022 | 8:36AM · Edited: 07-Feb-2022 | 8:40AM · Permalink

Glad you got it sorted, I took it for granted that you had Service pack 1 installed. Now run live update again and it will have

updated to 22.22.1.58 fingers crossed it will restart and the update will have been installed. if you look at the About section in the Help section of Norton panel.

Thanks for letting us know. Insidently do not upgrade to W11 as most things will need a whole lot of drivers, and more trouble than it's worth

unless you do a clean install, then may not go all as planned. I'm happy with W7 for the time being. If it's not broke, don't fix it, is my motto.

Kudos0

Re: Norton 360 can't install - MS KB4474419 security patch problem

Posted: 07-Feb-2022 | 9:23AM · Permalink

Hi mcrmoz

I checked my version of norton and it is the latest version.  I ran liveupdate and installed all the latest updates, I ran a scan.  All working perfectly.  Thanks.  You are totally right with your motto.   I really do not want to have to update my operating system as the norton chat support adviser suggested.  That would have been a nightmare.  I am totally happy with W7.

Once again, a really big thank you to everyone on here.  It's so nice to have somewhere to go and check things with people that care about your problem.

Kudos0

Re: Norton 360 can't install - MS KB4474419 security patch problem

Posted: 09-Feb-2022 | 4:23AM · Permalink

To be fair, my Norton chat support advisor was very patient, even when we discovered his login tool was blocked by my Talktalk router. Eventually his supervisor sent me a link to an installation that avoids using the MS updates. I was worried that they might just tell me to update to Windows 11, but they did do what I needed.

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