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Cannot upgrade NAV 126.96.36.199 to NAV 188.8.131.52
Since the release of Norton Antivirus 184.108.40.206 a couple of weeks ago, I've been upgrading co-workers, friends and family from version 220.127.116.11 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 18.104.22.168, 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