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Kudos0

NIS 2008 May Break Device Manager Under Windows XP Pro SP3

I am running Norton Internet Security 2008. I installed Windows XP Service Pack 3 from Microsoft Update and afterward Device Manager and Network Connections were completely empty of icons. Otherwise the system appeared to function properly. This happened on two HP Pavilion machines I have.

Microsoft tech support claimed that NIS broke the SP3 installation and instructed me to uninstall NIS 2008 and all service packs back to the build level of my Windows XP installation media (SP1), run a repair installation, then reinstall all service packs and then NIS 2008. Fortunately I use Save & Restore 2.0 so I just recovered my system to the point before I installed SP3.

I am wondering if this has happened to anyone else and if there is a workaround that will allow SP3 to coexist with NIS 2008.

-Kevin

Replies

Kudos0

Re: NIS 2008 May Break Device Manager Under Windows XP Pro SP3

I am running Norton Internet Security 2008. I installed Windows XP Service Pack 3 from Microsoft Update and afterward Device Manager and Network Connections were completely empty of icons. Otherwise the system appeared to function properly. This happened on two HP Pavilion machines I have.

Microsoft tech support claimed that NIS broke the SP3 installation and instructed me to uninstall NIS 2008 and all service packs back to the build level of my Windows XP installation media (SP1), run a repair installation, then reinstall all service packs and then NIS 2008. Fortunately I use Save & Restore 2.0 so I just recovered my system to the point before I installed SP3.

I am wondering if this has happened to anyone else and if there is a workaround that will allow SP3 to coexist with NIS 2008.

-Kevin

Kudos0

Re: NIS 2008 May Break Device Manager Under Windows XP Pro SP3

Why not just forget SP3, until it is clean,,,,   it is apparent that Microsoft has lots of problems,,,,,  enjoy your system,,,,  let SP2 and NIS2008 control,, forget SP3 for now,,,,  continue to monitor its' progress,,,,  

I have no intentions to download and install all these problems(SP3),,,

thats' my thoughts,,,,   Cj,,,,

Kudos0

Re: NIS 2008 May Break Device Manager Under Windows XP Pro SP3

I may just do that. However as this presents a potentially difficult problem to solve I would like to alert others to the danger and hopefully find a workaround for them. It appears the SP3 installer removes the SP2 uninstaller so if you need to downgrade to SP1 (as I would have) you may not be able to. In this case a bare metal install will need to be performed. That is a lot of grief for somebody who did nothing more than install an automatic update.

-Kevin

Kudos0

Re: NIS 2008 May Break Device Manager Under Windows XP Pro SP3

I have had problems like this before.

Though it is not a solution to this specific problem I have made it a policy not to allow any OS or application ( including Norton products )

to auto update. If I cannot set the software to manually check for and run updates it gets removed. 

Kudos0

Re: NIS 2008 May Break Device Manager Under Windows XP Pro SP3

Hi KDCasey,

You are fortunate by thinking ahead and using backup and restore software

like Norton Save & Restore.

By doing that you get a lot of troubleshooting - options on your hand and can go on

if needed without little or no frustration.

Nice work !!

Kurt 

Kudos0

Re: NIS 2008 May Break Device Manager Under Windows XP Pro SP3

I have maintained the Microsoft updates, with 100 %  updated,,,   but I will continue to bypass SP3,,, 

I will apply all other updates as they are presented by WindowsUpdate,,,,  SP3 seems to deliver nothing but headaches,,,,

so,,  That is the last of my thoughts,,,,  thank you,,,,,   for listening,,,,  Cj 

Kudos0

Re: NIS 2008 May Break Device Manager Under Windows XP Pro SP3

You might want to do a bit of research regarding the SP3 issues your having, particularly the fact that HP machines are having the majority of issues with SP3 due to the fact that they use a generic OEM image for thier machines whether its an Intel or AMD.

http://www.dailytech.com/article.aspx?newsid=11756 is a good read, explains alot of the issues and has links on how to fix or remove SP3 with a minimum of difficulty. This might have some relevance to the issues you're having.

Quoted from the article.....

"The source of many of the problems has been traced to manufacturers, which takes a bit of heat off Microsoft.  Perhaps the single biggest problem appears to be caused by Hewlett Packard's configuration choices.  By default HP deploys the driver intelppm.sys on all their computers, including those with AMD processors.  The driver provides power-management, but only for Intel machines.  On AMD machines a second driver, amdk8.sys is also added, which performs the same functionality for AMD processors."

Kudos0

Re: NIS 2008 May Break Device Manager Under Windows XP Pro SP3

Actually, it's not just HP machines.  That's a different problem.  Machines with AMD processors are having problems with OEM prepared systems that were installed using SysPrep.

Meanwhile, the problem between XP SP3 and NIS 2008 are happening on all kinds of machines (many: Dell, HP, Whiteboxes, etc.).  Intel chips at least--perhaps the folks with the reboot problems and AMD related issues haven't yet gotten to the NIS 2008 and XP SP3 issues yet.  In some cases the XP SP3 and NIS 2008 problems manifest as an empty Device Manager or an empty Network Connections.  Some USB device drivers don't work.  So far, the people fixing this have found that registry keys belonging to NIS 2008 have been munged after installing SP3.  Fixing the keys results in Device Manager and Network Connections coming back.  In some cases, people experiencing no problems have still found the munged registry keys.

These entries appear in the following parent keys:


HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Services\ccEVTMgr
HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Services\ccProxy
HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Services\ccsetmgr
HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Services\CTLNetCnService
HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Services\comHost
HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Services\eeCtrl\Instances
HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Services\LiveUpdate
HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Services\LiveUpdate Notice
HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Services\NAVENG
HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Services\NAVEX15
HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Services\SPBBCDrv\Instances
HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Services\SRTSP\Instances
HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Services\Symantec Core LC
HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Services\Automatic LiveUpdate Scheduler
HKEY_LOCAL_MACHINE\SYSTEM\ControlSet001\Services\ccEVTMgr
HKEY_LOCAL_MACHINE\SYSTEM\ControlSet001\Services\ccProxy
HKEY_LOCAL_MACHINE\SYSTEM\ControlSet001\Services\ccsetmgr
HKEY_LOCAL_MACHINE\SYSTEM\ControlSet001\Services\CTLNetCnService
HKEY_LOCAL_MACHINE\SYSTEM\ControlSet001\Services\comHost
HKEY_LOCAL_MACHINE\SYSTEM\ControlSet001\Services\eeCtrl\Instances
HKEY_LOCAL_MACHINE\SYSTEM\ControlSet001\Services\LiveUpdate
HKEY_LOCAL_MACHINE\SYSTEM\ControlSet001\Services\LiveUpdate Notice
HKEY_LOCAL_MACHINE\SYSTEM\ControlSet001\Services\NAVENG
HKEY_LOCAL_MACHINE\SYSTEM\ControlSet001\Services\NAVEX15
HKEY_LOCAL_MACHINE\SYSTEM\ControlSet001\Services\SPBBCDrv\Instances
HKEY_LOCAL_MACHINE\SYSTEM\ControlSet001\Services\SRTSP\Instances
HKEY_LOCAL_MACHINE\SYSTEM\ControlSet001\Services\Symantec Core LC
HKEY_LOCAL_MACHINE\SYSTEM\ControlSet001\Services\Automatic LiveUpdate Scheduler
HKEY_LOCAL_MACHINE\SYSTEM\ControlSet003\Services\ccEVTMgr
HKEY_LOCAL_MACHINE\SYSTEM\ControlSet003\Services\ccProxy
HKEY_LOCAL_MACHINE\SYSTEM\ControlSet003\Services\ccsetmgr
HKEY_LOCAL_MACHINE\SYSTEM\ControlSet003\Services\CTLNetCnService
HKEY_LOCAL_MACHINE\SYSTEM\ControlSet003\Services\comHost
HKEY_LOCAL_MACHINE\SYSTEM\ControlSet003\Services\eeCtrl\Instances
HKEY_LOCAL_MACHINE\SYSTEM\ControlSet003\Services\LiveUpdate
HKEY_LOCAL_MACHINE\SYSTEM\ControlSet003\Services\LiveUpdate Notice
HKEY_LOCAL_MACHINE\SYSTEM\ControlSet003\Services\NAVENG
HKEY_LOCAL_MACHINE\SYSTEM\ControlSet003\Services\NAVEX15
HKEY_LOCAL_MACHINE\SYSTEM\ControlSet003\Services\SPBBCDrv\Instances
HKEY_LOCAL_MACHINE\SYSTEM\ControlSet003\Services\SRTSP\Instances
HKEY_LOCAL_MACHINE\SYSTEM\ControlSet003\Services\Symantec Core LC
HKEY_LOCAL_MACHINE\SYSTEM\ControlSet003\Services\Automatic LiveUpdate Scheduler 

The so called "corrupt" registry keys have names that appear to be recursively created characters from the top row of the keyboard.  There are thousands of these created in the registry.  The key name string of each successive key is ever longer by one character.  A typical sequence would look like this: $%&'()*+,-./0123$%&'()*+,-./0123$%&'()*+,-./0123$%

In other words, it's not random garbage as you might expect to see with true corruption.

The problem with the fix is there is no tool available to fix the registry entries.  Manually, it will take hours.  Somebody at either Symantec or Microsoft better come up with a fix for this or some stock is going to go in the dumpers.

:-) 

Kudos0

Re: NIS 2008 May Break Device Manager Under Windows XP Pro SP3

Reese AnschultzSenior Software Quality Assurance Manager, Symantec Corporation
Kudos0

Re: NIS 2008 May Break Device Manager Under Windows XP Pro SP3

MS support had this to say:

As I understand, after installing SP3, Internet cannot be accessed via both wired and wireless connections. The connections icon cannot be found in Network Connections as well. Meanwhile, it shows a blank page when opening Device Manager. You have already restored the system to resolve the issue without installing SP3.

If I have misunderstood the situation, please let me know.

Thank you for bringing this issue into our attention. Actually, we have received feedback on the similar symptom. The issue has been reported to the Product group and they are working on this issue to try to narrow down the root cause. Thank you for your understanding on this.

For your information, if you have interest on narrowing down the root cause, we can try the following methods to check if we can make any progress. The information can help our product group identify the root cause more effectively:

Note: If you have more urgent issues on hand and do not have time or interest working on this issue, please feel free to let me know. I will archiving our case temporarily.

Suggestion 1: Disable and re-enable Plug and Play services to resolve the Device Manager blank issue:

===========

1. Click "Start"->"Run", type "services.msc" (without quotation marks) in the open box and click "OK".

2. Double click the service "Plug and Play".

3. Click on the "General" tab; make sure the "Startup Type" is "Automatic".

4.

- If the service is started, please click Stop to disable it and restart the computer. Then, re-start the Plug and Play service using the same method. Restart the computer again.

- If the service is stopped, please click Start and restart the computer to check the result.

Please go to Device Manager to check the result.

Regarding the Internet connection issue, please try the following suggestions:

Suggestion 2: Check network related files and services

=============

1. Click Start and then Run.

2. Type in "regsvr32 netman.dll" without quotations and then click OK.

3. Check if the connection appears or not, if not, let’s continue performing the following steps:

4. Click Start and then Run. Type in "services.msc" without quotations and then click OK.

5. Double click the Network Connections service to open it. Select the Startup Type to Disable.

6. Restart the computer.

7. Change the Startup Type to Manual

8. Repeat the steps above to start Wireless Zero Configuration service and restart the computer.

8. Check if the services have been started correctly. If not, start the service.

A few days later they asked how it went, and I wrote back saying I hadn't tried installing SP3 again and so hadn't tried their suggestions. They then said this:

Based on the current research, the issue can probably be caused by the conflicts between SP3 and Norton. Please let me know if you have any Norton product installed. [emphasis added by me]

As the issue is not related to only Microsoft, it can hardly to develop any hotfix or update currently as we do not know the detailed design of the Norton products. Hence, we need to try some troubleshooting steps to try to resolve the issue by ourselves at present.

Please be assured that the issue has been reported to both Microsoft and Norton and I believe the relevant engineers are working on this issue to try to make improvement. Thank you for your understanding and patience on this.

I understand that you did not try the suggestions I provided yet. If you need SP3, before trying the steps, I suggest we remove Norton completely. For your convenience, I have listed the steps below:

Step 1: Remove Norton using the uninstall tool:

================

1. Please go to the following webpage and choose the proper product to download the Removal tool:Microsoft link

Please Note: The third-party product discussed here is manufactured by a company that is independent of Microsoft. We make no warranty, implied or otherwise, regarding this product's performance or reliability.

2. Please run the removal tool to remove Norton.

Step 2: Install SP3 after Norton is removed:

================

Please download and install SP3 from the link below:Microsoft XP SP3 link


Please check the result.

If however, you would not like to install SP3 currently, we can also hide the update notification directly. This will not affect your system performance:

To hide the update notification for SP3:

===============

1. Please go to the following webpage to download Windows Service Pack Blocker Tool Kit


2. Save the file on your Desktop and double click it to run.

3. Choose a folder to extract the files. When the files are all extracted, you will find three files in the folder.

4. Please double click the extracted .exe file to block the SP3 update.

I sincerely hope the above information can be of help with.

[edit: fixed long links.]

Message Edited by Allen_K on 05-22-2008 04:18 PM
Kudos0

Re: NIS 2008 May Break Device Manager Under Windows XP Pro SP3

Kudos0

Re: NIS 2008 May Break Device Manager Under Windows XP Pro SP3

After a lot of testing, we’ve reproduced a number of different cases where applying the XP SP3 upgrade adds additional registry keys within already existing Symantec registry keys. The Symantec keys affected vary from machine to machine and the effects of these added keys vary as well. We are still trying to understand why the upgrade is adding these keys. We have determined that the SymProtect feature is involved, though this issue is not exclusive to Symantec customers. We’ve seen reports from various users who are not running Symantec products.

To help prevent this issue from occurring, you should disable SymProtect prior to installing the Windows XP SP3 upgrade. This setting, in Norton Internet Security 2008 and Norton AntiVirus 2008, can be found within the Options page as “Turn on protection for Norton products.” In this case you should uncheck the box prior to the upgrade. After the upgrade is complete, please remember to re-enable this feature. It should be noted, however, that this workaround only addresses issues with Symantec products. You may still run into similar problems with other products affected by this XP SP3 upgrade issue.

For Norton SystemWorks 2008 you have to go to the Advanced Options UI that is under Settings. Next, click on "Norton SystemWorks Options" and select the General tab. Lastly, uncheck the box that says, "Turn on protection for my Symantec product”.

For Norton SystemWorks 2008 Premier you can use either the previous instructions or the Norton AntiVirus instructions.

For Norton 360, disable the "SymProtect Tamper Protection" quick control within the settings page.

For those who have already applied the upgrade and are running into problems, we’re working on a stand-alone tool that would delete the extraneous registry keys. We’ll post that on this forum as soon as it’s available.

Reese AnschultzSenior Software Quality Assurance Manager, Symantec Corporation
Kudos0

Re: NIS 2008 May Break Device Manager Under Windows XP Pro SP3

That's good news!

I've posted a message about this with a link here in the Compuserve Forums I'm in and where the problem has come up.

Hugh
Kudos0

Re: NIS 2008 May Break Device Manager Under Windows XP Pro SP3

Hello!!!

I just wish to let you know that I have experienced the same problem with Norton 360 2.0 on my Windows Vista PC after the installation of SP1, and exactly Network Connections less.

Are you preparing a removing Register Keys tool also for that?

Please let me know that, also privately, if you can using the registered e-mail inbox.

Tks in advance,

                          poohlover63

Kudos0

Re: NIS 2008 May Break Device Manager Under Windows XP Pro SP3

This is the first that I've heard of this occuarance with the Vista SP1 upgrade. If you are seeing the exact same issue with the $%&... registry keys than the cleanup tool should work for that as well, when it's available.
Reese AnschultzSenior Software Quality Assurance Manager, Symantec Corporation
Kudos0

Re: NIS 2008 May Break Device Manager Under Windows XP Pro SP3

Best Practice with installing ServicePacks in any Windows is still to start from scratch (if possible) & install every SP directly after the installation from the OS in sequence (SP 1,2,3 etc.) or only the last or most wanted, before installing any applications. Otherwise a lot of trouble occurs on a number of machines.

In case above is not possible & the register is polluted: Try the online Onecare Live Scanner, choose CleanUp Scan. I use it after any big (de-) installation. It's almost totally automatic & You don't need to attend the scan, so, that's easy:

http://onecare.live.com/site/en-us/default.htm

Ilja. (MS-tester).

Kudos0

Re: NIS 2008 May Break Device Manager Under Windows XP Pro SP3

You said,

"For Norton 360, disable the "SymProtect Tamper Protection" quick control within the settings page."

We have three computers in our office with Norton 360 Version 2 installed.  One of the computers ran Windows XP Service Pack 3 without a problem.  The other two would each run the SP3 install up to the point that it says "Running Processes after install" and then stall without any error report.  This was repeated several additional times without success after unchecking each of the Quick Controls in the 360 Settings window.

I finally performed a complete uninstall of Norton 360 on one machine and after rebooting Windows XP Service Pack 3 ran to completion without a problem.  Uninstalling Norton 360 on the other balky computer allowed a successful install of SP 3 also.  I provided this information to your IVEC support group over the past weekend and pointed out that it is probably a serious misake not to provide a user a way to turn off Norton 360 if it is going to interfere with legitimate Operating System updates.  Unfortunately as is typical with this group they do not understand simple English and in their Incident 080526-006643 response told me it is a Microsoft problem and directed me to Microsoft.

My points:

  1. Nothing on the user interface of Norton 360 Version 2 could be turned off on two of three computers to allow Windows XP SP 3 to install.
  2. The only way I could find to achive success with the SP3 install was to completely uninstall Norton 360 Verson 2 on the two machines.
  3. I believe the user should be provided a way within the interface of Norton 360 to turn it off short of a complete uninstall.
  4. Problems and/or information reported through the standard portal tended by Ivec results in extreme frustration to Norton customers and chokes off feed-back to your software engineers.  I had a similar long-running problem with Ivec with Version 1 of Norton 360 that would not properly receive and process Live Update until months later when the problem was eventually fixed but not as a result of my longstanding reports.
Kudos0

Re: NIS 2008 May Break Device Manager Under Windows XP Pro SP3


gltoo wrote:
...My points:
  1. Nothing on the user interface of Norton 360 Version 2 could be turned off on two of three computers to allow Windows XP SP 3 to install.
  2. The only way I could find to achive success with the SP3 install was to completely uninstall Norton 360 Verson 2 on the two machines.
  3. I believe the user should be provided a way within the interface of Norton 360 to turn it off short of a complete uninstall.
  4. Problems and/or information reported through the standard portal tended by Ivec results in extreme frustration to Norton customers and chokes off feed-back to your software engineers.  I had a similar long-running problem with Ivec with Version 1 of Norton 360 that would not properly receive and process Live Update until months later when the problem was eventually fixed but not as a result of my longstanding reports.

Hi gltoo,

For point 1, did you try to disable the "SymProtect Tamper Protection"? I didn't see that listed in the steps you took for installing Windows XP SP3. Are you able to find the checkbox in the Settings page of Norton 360 v2? Do you mean other parts of Norton 360 v2 should be shutdown? If so, which ones?

I'm sorry for your frustrations with Customer Support. I hope we can provide you with information you need to resolve these issues. Thanks! 

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

Re: NIS 2008 May Break Device Manager Under Windows XP Pro SP3

Yes I disabled "SymProtect Tamper Protection", and everything else under "Quick Controls" in the Settings dialog to no avail.  SP3 stalled at the same place every time.  I wish I knew which parts of Norton 360 Version 2 are preventing the SP3 from performing what it wants to do during the "Running processes after install" phase.  Since there is no error thrown or feedback about what SP3 is trying to do when it stalls I must leave it to Norton to work that out with Microsoft.

All I know is that when I uninstalled Norton 360 Version 2 the SP3 installation would continue through to completion without a problem.  If my garage door smashed my car every time I drove it into my garage and there was no way to interrupt the power supply to it or disable the mechanism I would have to take the door down in order to solve the problem.  That is what Norton has done when they sell me an application that can interfere with Operating System updates that has no off switch.

Kudos0

Re: NIS 2008 May Break Device Manager Under Windows XP Pro SP3

I took your advice and disabled SymProtect on both NIS8 and SysWorks Basic and am happy to report that SP3 installed just fine albeit SLOW. So far my machine is working just fine. Thanks for the workaround.

Kudos0

Re: NIS 2008 May Break Device Manager Under Windows XP Pro SP3

I have read the article concerning the problem I report in Re that regards Windows XP after installation of SP3, but mine concerns the

Norton 360 2.0 and Network less after installing SP1 on my PC with Vista Home Premium.

Are you working on this issue of learned other in same troubles?

Tks in advance for your kind help.

Kudos0

Re: NIS 2008 May Break Device Manager Under Windows XP Pro SP3

We’ve developed a LiveUpdate solution that is available now, which will prevent this issue with Windows XP SP3 from occurring. Users should ensure they run LiveUpdate and reboot their computer; then they can install SP3. We suggest users ensure they have this latest update before applying any operating system upgrade. Please note that this LiveUpdate solution only addresses issues related to Symantec products. For instructions on how to run LiveUpdate manually, please go to

http://service1.symantec.com/SUPPORT/sharedtech.nsf/docid/2006060207314913.

For users who have already downloaded SP3 and have run into problems, manual instructions for removing the additional registry keys created by Microsoft’s fixccs.exe file can be found below. We will post an automated tool next week.

For N360 v2:

http://solutions.symantec.com/sdccommon/asp/symcu_contentredirect.asp?docid=20080516113101EN

For N360 v1:

http://service1.symantec.com/support/norton360.nsf/docid/2008051623480975

For 2008 products:

http://solutions.symantec.com/sdccommon/asp/symcu_contentredirect.asp?docid=20080516112507EN

For all other products:

http://service1.symantec.com/Support/sharedtech.nsf/docid/2008051623512613

Reese AnschultzSenior Software Quality Assurance Manager, Symantec Corporation
Kudos0

Re: NIS 2008 May Break Device Manager Under Windows XP Pro SP3

Reese -- In your message you say: 

 

<<

We’ve developed a LiveUpdate solution that is available now, which will prevent this issue with Windows XP SP3 from occurring. Users should ensure they run LiveUpdate and reboot their computer; then they can install SP3.

 >>

 

but in all the documents linked to it says:

 

<< Numerous registry keys are added when you upgrade to Windows XP Service Pack 3 or Windows Vista Service Pack 1 with a Norton product installed. >>

Note also that http://www.symantec.com/norton/support/kb/web_view.jsp?wv_type=public_web&docurl=20080528154203EN is headed XP SP3 and VISTA SP1 but at the bottom where it says Applies to: it only says XP .....

 

Could you please confirm that the problem occurs with XP SP3 and with VISTA SP1 and that the same solutions all apply.

Message Edited by huwyngr on 05-30-2008 09:28 PM
Hugh
Kudos0

Re: NIS 2008 May Break Device Manager Under Windows XP Pro SP3

I have seen one report in this thread of a user encountering a similar issue with Vista SP1. It also appears that the FixCCS.exe application is run during that upgrade so the opportunity for this issue to occur exists there as well. Given how long Vista SP1 has been available relative to the XP SP3 upgrade and the rarity of this issue on Vista, it appears that the FixCCS.exe program doesn't need to "fix" stuff as often on Vista, but it may on occasion.
Reese AnschultzSenior Software Quality Assurance Manager, Symantec Corporation
Kudos0

Re: NIS 2008 May Break Device Manager Under Windows XP Pro SP3

Thanks for clarifying -- I'll pass that on.

I've posted a couple of messages elsewhere pointing to your message with the fix information.

Hugh
Kudos0

Re: NIS 2008 May Break Device Manager Under Windows XP Pro SP3

Hi Reese,

 

I have had issues the last weeks, after first upgrading XP SP2 to Vista early last year and an installation of Vista SP1 6 weeks ago.

After this standalone SP1 installation on top of some Norton softwares I got a feeling, that my system did not

perform well.

A recovery to a date before the SP1 -installation and uninstalling all Norton softwares, I installed SP1

again and after that reinstalled all Norton softwares.

I found the system stabillizing much faster on a "non Norton software presence", some hours, compaired to 2 to 3 days on the first SP1 installation.

Instead I got an error 3035,5.

By searching Symantec Support on this error, I got 3 possible causes. I used one, disabling "Windows Vista User Account Control", restarted

and got a number of corrections from one "malware-detecting application" telling registry keys have been changed.

My system is now working as I have expected.

 

Kurt
Kudos0

Re: NIS 2008 May Break Device Manager Under Windows XP Pro SP3

Thanks Kurt for your experience. Although I can't explain everything that you saw, I'm glad that you got it working.
Reese AnschultzSenior Software Quality Assurance Manager, Symantec Corporation
Kudos0

Re: NIS 2008 May Break Device Manager Under Windows XP Pro SP3

Thank you and the Symantec team for your excellent work on this problem and for the soon-to-be released "automated deletion tool"!

However, this may not fully solve the problem in all cases. I have found that after deleting all the spurious $%& keys, Dev Manager still shows a problem with four Symantec Network Security Miniports ( "Windows cannot start this hardware device because its configuration information (in the registry) is incomplete or damaged. (Code 19)" ).

In TechNet, others have reported having this same residual problem with these miniports but no solution has yet been posted there.

I would much appreciate your help with this remaining problem .......

DougN

Kudos0

Re: NIS 2008 May Break Device Manager Under Windows XP Pro SP3

Hi! Has any one seen Norton's Automated Tool fix yet?

for the SP3 mess.

I have been waiting on it and afraid I may have missed

seeing the post.

Jo

Kudos0

Re: NIS 2008 May Break Device Manager Under Windows XP Pro SP3

Jody, the tool isn't ready yet but is planned to be released some time this week. A message will be posted to this thread when the tool becomes available describing how to get the tool.Message Edited by reese_anschultz on 06-03-2008 09:59 AM
Reese AnschultzSenior Software Quality Assurance Manager, Symantec Corporation
Kudos0

Re: NIS 2008 May Break Device Manager Under Windows XP Pro SP3

Good news -- I may have a candidate for it.

Is it intended to fix all general consequences of installing SP3 on a computer (HP AMD) where NIS2008 was already installed?

Do you know whether this new tool would be a satisfactory alternative to uninstall NIS2008, run NRT and then apply the tool on the HP website intended to fix their computer [with SP3 applied already] prior to installing SP3 but prior to installing Norton's? Or whether it is still needed to clean out the registry corruption which I presume the MS utility is intended to prevent?

Microsoft Windows XP SP3 Upgrade Utility for systems with AMD processors.   HP Pavilion a706n Desktop PC

which is one I'm dealing with at the moment.

My inclination is to have her uninstall NIS, clean up, apply fix and reinstall since she is having multiple problems including LiveUpdate "not working".

TIA -- she's hanging on with bated breath <g>


Edited by HWG to correct statement about SP3 being already installed -- my oops!

Message Edited by huwyngr on 06-03-2008 05:19 PM
Hugh
Kudos0

Re: NIS 2008 May Break Device Manager Under Windows XP Pro SP3

The HP AMD issue is unrelated to the Norton issue. I don't believe that the referenced tool will clean up the $%&... keys. The MS tool is to fix an incorrectly installed driver which causes constant rebooting.

Uninstalling NIS and running SymNRT may not clean up the $%&... keys. The user should still clean up these keys after SymNRT has been run just to be safe.

It seems to me that running the MS Upgrade Utility for systems with AMD processors probably should be the first step toward recovering one of these systems, after that, clean up NIS.

Reese AnschultzSenior Software Quality Assurance Manager, Symantec Corporation
Kudos0

Re: NIS 2008 May Break Device Manager Under Windows XP Pro SP3

OK Thanks -- I'll digest this and come back with some more questions, I expect <g>
Hugh
Kudos0

Re: NIS 2008 May Break Device Manager Under Windows XP Pro SP3

Thanks much

Jody

Kudos0

Re: NIS 2008 May Break Device Manager Under Windows XP Pro SP3

I also have found that after deleting all the spurious $%& keys, Dev Manager still shows a problem with four Symantec Network Security Miniports ( "Windows cannot start this hardware device because its configuration information (in the registry) is incomplete or damaged. (Code 19)" ).

No solutions posted anywhere!

Kudos0

Re: NIS 2008 May Break Device Manager Under Windows XP Pro SP3

We have not reproduced a problem with "Symantec Network Security Miniports" inhouse so this is difficult to diagnose. If you or DougN could export the entire CurrentControlSet area of your registry and e-mail it to me, we might be better able to understand what the problem is.

Given the symptoms, right now the only solution that I can offer is to uninstall your Norton product and then re-install it.

Reese AnschultzSenior Software Quality Assurance Manager, Symantec Corporation
Kudos0

Re: NIS 2008 May Break Device Manager Under Windows XP Pro SP3

I did uninstall NIS 2008 using your unistall tool. Then I deleted the garbage manually which allowed my device manager to show my devices which lead to me seeing   "Symantec Network Security Miniports" not being functional.

I do not see a way to attach files so how do I senf your my registry section?

Kudos0

Re: NIS 2008 May Break Device Manager Under Windows XP Pro SP3

Click on my name in and you should see my profile. I've made my e-mail address public.

Did you first uninstall Norton Internet Security using the Add/Remove programs or did you go straight to SymNRT?

Regardless of how you removed NIS, I suspect that you can now fix the problem by simply re-installing NIS. 

Reese AnschultzSenior Software Quality Assurance Manager, Symantec Corporation
Kudos0

Re: NIS 2008 May Break Device Manager Under Windows XP Pro SP3

Did you first uninstall Norton Internet Security using the Add/Remove programs or did you go straight to SymNRT? I went straight to SymNRT.

Regardless of how you removed NIS, I suspect that you can now fix the problem by simply re-installing NIS. 

I saw the problem both after I  removed NIS 2008 & deleted the bogus registry entries. I could then see the device manager populated prior to rebooting. After rebooting the problem remained and after NIS 2008 installation with rebooting, the problem entries remain in the device manager window.

The entries are:

Intel(R) PRO/1000 PL Network Connection - Symantec Network Security Miniport [with a yellow ! symbol in front of it]

WAN Miniport (IP) - Symantec Network Security Miniport [with a yellow ! symbol in front of it]

The error in the properties device status window is:

 Windows cannot start this hardware device because its configuration information (in the registry) is incomplete or damaged. (Code 19)

Click Troubleshoot to start the troubleshooter for this device.

Troubleshoot does not help.

Kudos0

Re: NIS 2008 May Break Device Manager Under Windows XP Pro SP3

I do not see your public e-mail address.
Kudos0

Re: NIS 2008 May Break Device Manager Under Windows XP Pro SP3

My e-mail address is now visible in my profile. Please look there.

You should only run SymNRT after running the normal removal program and I believe that this might have been what got your machine in trouble. I know that this is a big request, but could you try uninstalling again, using the Add/Remove Programs item from the Control Panel? If the problem persists after you've uninstalled, I'd appreciate it if you could send that exported registry as well.

Edit: fixed grammer/spelling error

Edit: changed e-mail address reference 

Message Edited by reese_anschultz on 06-17-2008 02:53 PM
Reese AnschultzSenior Software Quality Assurance Manager, Symantec Corporation
Kudos0

Re: NIS 2008 May Break Device Manager Under Windows XP Pro SP3

I will do as you requested & get back to you tomorrow.
Kudos0

Re: NIS 2008 May Break Device Manager Under Windows XP Pro SP3

Reese, I have just sent the CurrentControlSet exported reg file to you offline, also some more info on the history of the problem. Thanks for looking at this problem ....

DougN

Kudos0

Re: NIS 2008 May Break Device Manager Under Windows XP Pro SP3

Reese,

I did as you asked and removed NIS 2008 through Control Panel - Add / Remove Programs. The problem remains.

Did you get the registry section I e-mailed to you?

Kudos0

Re: NIS 2008 May Break Device Manager Under Windows XP Pro SP3

I have not received it. I did receive Doug's but the attachement was stripped out. If you resend, please put the files into a password protected Zip file and mail that along with the password.
Reese AnschultzSenior Software Quality Assurance Manager, Symantec Corporation
Kudos0

Re: NIS 2008 May Break Device Manager Under Windows XP Pro SP3

Symantec has made the registry cleanup tool available. Go to the following page and download it from there. The page is for Norton Internet Security 2008 but the tool works regardless of the product that you actually have installed.   CLICK HERE


Message Edited by reese_anschultz on 06-05-2008 12:29 PM  [edit: adjusted link for scrolling issue.] Message Edited by Allen_K on 06-05-2008 03:56 PM
Reese AnschultzSenior Software Quality Assurance Manager, Symantec Corporation
Kudos0

Re: NIS 2008 May Break Device Manager Under Windows XP Pro SP3

Deee-lighted.

A question about the results shown by the tool.

A couple of days ago I did the registry clean up manually -- many many more lines to delete than the 8 - 10 mentioned in the instructions! -- but I thought I'd run the tool anyway partly to see if I had missed any and partly because I'm hand holding someone with NIS2008/SP3 error problems although not the three listed in the KB article.

The tool ran smoothly and ended up with a screen which said it had found

     :1142 errors

and deleted

     :1142 errors.

Does that space before the colon mean that it found none and deleted none out of 1142 there should have been (in which case my manual deletion worked) or what .... ?

Hugh
Kudos0

Re: NIS 2008 May Break Device Manager Under Windows XP Pro SP3

Can you tell me where & when i will find the 'automated tool' to correct this problem?
Kudos0

Re: NIS 2008 May Break Device Manager Under Windows XP Pro SP3

I ran the symantec registry cleanup tool (in both regular and safe modes) and received the message:

"No invalid registry keys found in the registry!" 

but i still have many thousands of registry entries beginning with $%&'()...  and device manager etc... is still empty 

anybody else having trouble using the symantec registry tool? 

Kudos0

Re: NIS 2008 May Break Device Manager Under Windows XP Pro SP3


monstro wrote:
Can you tell me where & when i will find the 'automated tool' to correct this problem?

Use the link in Reese's message and it will take you to a KB article on the Norton Website with instructions on what to do that includes a CLICK here to download the tool and what to do with it .....

I've just done it and it is very straightforward provided you remember where you downloaded the tool to!

Hugh

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