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Kudos0

Cannot upgrade NAV 15.0.0.58 to NAV 15.5.0.23

Since the release of Norton Antivirus 15.5.0.23 a couple of weeks ago, I've been upgrading co-workers, friends and family from version 15.0.0.58 using NAV081550.exe mostly without issues. The only significant problem I had run into was on Win XP, where 15.5 would "see" the prior, expired product key instead of the current key I had installed 2 months ago. Using the Activation link on the Help & Support page within NAV with the current product key solved that problem..

But this past weekend when I attempted to upgrade my brother's laptop running NAV 15.0 on Win XP, I got an error during the pre-installation scan that occurs after the required reboot after the installation program uninstalls the 15.0 version and before 15.5 begins its installation. The pre-scan complained that 3 registry keys were not accessible. I believe they were MACHINE/Software/Symantec/NortonAntivirus and two others in .../Software/Symantec/. I tried using the latest Norton Removal Tool to clean things up (it still leaves a lot behind!) and tried to reinstall, but got the same result. I even tried to manually remove all references to Symantec and Norton in the registry after running the NRT, but still got the same result.

Because I was then under time pressure and couldn't leave his laptop unprotected, I ended up reinstalling 15.0.0.58, and it reinstalled without any problems whatsoever. Unfortunately, I didn't write down the exact text of the pre-scan error message, and I couldn't find a log file with the error (it was not in the usual installation log files in the local TEMP directory).

Has anyone run into this issue and found a solution? I can't see how the pre-scan can complain about a registry key not being accessible when all of the Symantec products are wiped from the system. (I notice that when a Symantec product is installed and Norton protection is enabled, key deletion is prohibited in the Symantec key branch.)

Because part of my attempts to fix the problem involved using NRT and thus removing the Product Key storage, I know I will use up the allowed number of activations on his Product Key if I attempt this too many times.

Message Edited by rbailin on 04-08-2008 02:56 PM

Replies

Kudos0

Re: Cannot upgrade NAV 15.0.0.58 to NAV 15.5.0.23

You can carry on using the same key as the activation process uses your "Mac address" to id your computer, as long as you just keep trying on the same pc, you won't won't oput of activation tries. As well another possible solution is to adjust your system date and time back 1 week, try activiting then, that should work, once it does activiate, you can reset your ststem date and time
Kudos0

Re: Cannot upgrade NAV 15.0.0.58 to NAV 15.5.0.23

Never heard of this problem. Did you contact support?
"All that we are is the result of what we have thought"
Kudos0

Re: Cannot upgrade NAV 15.0.0.58 to NAV 15.5.0.23

the key that you are using should be in your MyDocs\Symantec folder

If you want to save that text file and use the NRT tool to completely uninstall the previous version.

Kudos0

Re: Cannot upgrade NAV 15.0.0.58 to NAV 15.5.0.23

It is always the best thing to save your key in a safe place
"All that we are is the result of what we have thought"
Kudos0

Re: Cannot upgrade NAV 15.0.0.58 to NAV 15.5.0.23

Even better is signiingin to your Norton account, ther eis arecord of your products and keys there in case you ever lose it.

Kudos0

Re: Cannot upgrade NAV 15.0.0.58 to NAV 15.5.0.23

That's corect. Good one, thanx
"All that we are is the result of what we have thought"
Kudos0

Re: Cannot upgrade NAV 15.0.0.58 to NAV 15.5.0.23

Actually I do use Norton Account to keep track of my Product Keys. Hopefully someday Symantec will add a text field so we can keep track of where each key is used (but that's a topic for another thread).
Kudos0

Re: Cannot upgrade NAV 15.0.0.58 to NAV 15.5.0.23

Thanks, I wasn't aware that the MAC address was the unique identifier. I thought like windows it was only dependent on the presence of various LiveUpdate registration files.
Kudos0

Re: Cannot upgrade NAV 15.0.0.58 to NAV 15.5.0.23

Beginning with NAV 15.0, the product key is no longer stored in My Documents\Symantec. A quick check of all the PC's here at my job show that the Symantec folder only contains NAV keys in txt files dated 2007 and earlier, nothing from the reinstall of 15.0 I did in 02/2008 or the update to 15.5 I did a couple of weeks ago.

I'll give it another try this weekend and this time copy down the exact error message. Please note that the latest NRT did not solve the problem last time I tried, and the problem only exists in the 30-day trialware version of NAV 15.5.0.23 I'm using to update, and not in the older 15-day trialware version of NAV 15.0.58 I had been using.

Message Edited by rbailin on 04-09-2008 10:47 AM
Kudos0

Re: Cannot upgrade NAV 15.0.0.58 to NAV 15.5.0.23


rbailin wrote:
Actually I do use Norton Account to keep track of my Product Keys. Hopefully someday Symantec will add a text field so we can keep track of where each key is used (but that's a topic for another thread).
But than you can find the key over here isn't it?
Message Edited by Stu on 04-09-2008 04:45 PM
"All that we are is the result of what we have thought"
Kudos0

Re: Cannot upgrade NAV 15.0.0.58 to NAV 15.5.0.23


Stu wrote:

rbailin wrote:
Actually I do use Norton Account to keep track of my Product Keys. Hopefully someday Symantec will add a text field so we can keep track of where each key is used (but that's a topic for another thread).
But than you can find the key over here isn't it?
Are you saying that once I'm in my Norton Account I can find the correct key? Yes, but it's not easy because I have several NAV keys listed, and the only thing that distinguishes one from another is the expiration date. A text field would allow me to identify each key as, say, "Mark's laptop".
Kudos0

Re: Cannot upgrade NAV 15.0.0.58 to NAV 15.5.0.23

How many are there? It looks like it's the only way
"All that we are is the result of what we have thought"
Kudos0

Re: Cannot upgrade NAV 15.0.0.58 to NAV 15.5.0.23


Beginning with NAV 15.0, the product key is no longer stored in My Documents\Symantec. A quick check of all the PC's here at my job show that the Symantec folder only contains NAV keys in txt files dated 2007 and earlier, nothing from the reinstall of 15.0 I did in 02/2008 or the update to 15.5 I did a couple of weeks ago.

I'll give it another try this weekend and this time copy down the exact error message. Please note that the latest NRT did not solve the problem last time I tried, and the problem only exists in the 30-day trialware version of NAV 15.5.0.23 I'm using to update, and not in the older 15-day trialware version of NAV 15.0.58 I had been using.

Message Edited by rbailin on 04-09-2008 10:47 AM

I know this might sound like an odd question, but are you sure you inputed an 08 key when you installed 15.0?  Seems like NAV 08 used your 07 key. 

The scenario I am seeing is:

1) NAV-07

2) Uninstall Nav 07 and Install NAV 08

3) Upgrade to 15.5 (Nav 08)

Please let me know if that is the likely scenario you are encountering.

Message Edited by Bryan on 04-09-2008 04:36 PM
Kudos0

Re: Cannot upgrade NAV 15.0.0.58 to NAV 15.5.0.23

No, I definitely used a NAV2008 key. Please remember that since I'm using the trialware version, NAV081550.exe, it doesn't ask for a product key at the start of setup anyways, and also that the error I'm running into occurs during the initial scan that occurs just before the installation phase. The product key doesn't even come into play at this point.
Kudos0

Re: Cannot upgrade NAV 15.0.0.58 to NAV 15.5.0.23


rbailin wrote:
Thanks, I wasn't aware that the MAC address was the unique identifier. I thought like windows it was only dependent on the presence of various LiveUpdate registration files.

This is from Technical Support:

"Product activation does not ask for you to enter any personal information. The only information sent to Symantec is the product key and a made-up hardware identifier that represent the computer."

"Typically, a product needs reactivation if you change your computer's motherboard or hard drive."

Yes, it seems that a hardware code is generated based on PC's confiruration, but I'm not sure if this is exactly the MAC adress.

Kudos0

Re: Cannot upgrade NAV 15.0.0.58 to NAV 15.5.0.23


rbailin wrote:
No, I definitely used a NAV2008 key. Please remember that since I'm using the trialware version, NAV081550.exe, it doesn't ask for a product key at the start of setup anyways, and also that the error I'm running into occurs during the initial scan that occurs just before the installation phase. The product key doesn't even come into play at this point.
Did you manually uninstall NAV or did you use the trail version to do a silent uninstall?It seems it might have failed during the uninstall process if you are erroring out during the install phase
Kudos0

Re: Cannot upgrade NAV 15.0.0.58 to NAV 15.5.0.23


Bryan wrote:

Did you manually uninstall NAV or did you use the trail version to do a silent uninstall?

It seems it might have failed during the uninstall process if you are erroring out during the install phase
1st try: silent uninstall. 2nd try: Used NRT followed by manual registry cleanup. Same failure each time during pre-installation phase.
Kudos0

Re: Cannot upgrade NAV 15.0.0.58 to NAV 15.5.0.23


rbailin wrote:

1st try: silent uninstall. 2nd try: Used NRT followed by manual registry cleanup. Same failure each time during pre-installation phase.


I know this may be tedious, but can you try installing NAV 07 then manually uninstalling it.  Then  use the NRT tool to make sure that everything is removed.Finally install NAV 08.Please let me know
Kudos0

Re: Cannot upgrade NAV 15.0.0.58 to NAV 15.5.0.23


Bryan wrote:

rbailin wrote:

1st try: silent uninstall. 2nd try: Used NRT followed by manual registry cleanup. Same failure each time during pre-installation phase.


I know this may be tedious, but can you try installing NAV 07 then manually uninstalling it.  Then  use the NRT tool to make sure that everything is removed.Finally install NAV 08.Please let me know
Just to reinterate once again: I'm upgrading from NAV08 15.0 to NAV08 15.5NAV07 has not ever been involved in this issue.When I get a chance, I will try uninstalling 15.0 normally, and then run the most current NRT, and then try installing 15.5 using NAV081550.exe and report the results.
Kudos0

Re: Cannot upgrade NAV 15.0.0.58 to NAV 15.5.0.23

sorry.

I keep thinking it's an 07 upgrade.

Did it work this time?

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