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

Not what you are looking for? Ask the experts!

Kudos0

Norton from Comcast Freezes Computer During Install

I am posting this (for an OP on the COMCAST Forums) in hopes of receiving some help here.  I know this is long, but hopefully someone here will be able to assist a CNSS user.  For those of you able to get to the COMCAST Forums, the thread is here.

Original Problem:
I have been trying to install Norton from Comcast and my computer freezes during initializing stage. HD stops, clock stops and mouse doesn't work. I did all the uninstall steps several time. Had Norton support on the phone for over an hours trying the same steps. During unistall I used MacAfee uninstall tool, Norton uninstall, cleaned temp file, cleaned registry of Norton and scanned HD just to be sure for Norton or MacAfee. I search for Malware and didn't fine anyone has any other ideas that would be great. At this point I reinstalled Macfaa from Comcast.


- System Specs: Windows Vista Home Premium 32 bit, Intel Core 2 2.00 GHz, 2.00 GB memory

- OP did run HJT Log and found some McAfee, which was cleared out.

- The computer freezes about 30% to 40% during the "initializing stage" most of the time. One other thing, I purchased Norton 360 under the 30 day trial and it did the same thing. My hunch is it a Norton thing and not a Comcast Norton thing. Unless of course Comcast Norton is leaving something behind causing a conflict. My first install attempt on Comcast Norton it uninstalled Macfee with no problem, rebooted and continued to install until the "initializing stage" where it froze. I have had no problem reinstalling Macfee (several times in fact)

-Last night I performed the following steps to try and install. It did not work:

•Shut Windows Defender off
•Uninstalled Malware programs - Rebooted
•Uninstalled Macfee from control panel - Rebooted
•Uninstalled Macfee using removal tool - Rebooted
•Deleted files and registry references to Norton - Rebooted
•Removed Norton using removal tool. - Rebooted
•After reboot, page comes up to install Norton which I attempted to do
Computer froze about the same spot during intialization as before. I did notice that the fans started running on high and the computer was getting hot. I performed a hard shut down. On reboot Norton kept attempting to install and continued to freeze in the same spot. I am stumped.


- I found this log from a bad install attempt yesterday. It show right were the install goes bad.


2010-03-27-15-43-50-617 : 0x0A68 : Information : install version: 6.5.0.24
2010-03-27-15-43-50-617 : 0x0A68 : Information : command line: "C:\Users\Public\DOWNLO~1\Norton\{3A7FA~1\\NC4.exe​" /noreboot /FSD
2010-03-27-15-43-50-617 : 0x0A68 : Information : base install folder: C:\Program Files\NortonInstaller
2010-03-27-15-43-50-617 : 0x0A68 : Information : install log folder: C:\ProgramData\NortonInstaller\Logs\2010-03-27-15h​43m48s
2010-03-27-15-43-50-617 : 0x0A68 : Information : install temp folder: C:\ProgramData\NortonInstaller\SymTemp
2010-03-27-15-43-50-632 : 0x0A68 : Information : Install Cache: C:\Program Files\NortonInstaller\{0C55C096-0F1D-4F28-AAA2-85E​F591126E7}\N360\7190B588\4.0.0.127
2010-03-27-15-43-50-679 : 0x0A68 : Information : Start: Load InstallUI
2010-03-27-15-43-50-679 : 0x0A68 : Information : Finish: Load InstallUI (ERROR_FILE_NOT_FOUND)
2010-03-27-15-43-50-695 : 0x0A68 : Information : Start: Extract Package
2010-03-27-15-43-50-741 : 0x0A68 : Information : DeleteFile: C:\Program Files\NortonInstaller\{0C55C096-0F1D-4F28-AAA2-85E​F591126E7}\N360\7190B588\4.0.0.127\09\01\InstUI.lo​c
2010-03-27-15-43-50-741 : 0x0A68 : Information : DeleteFile: C:\Program Files\NortonInstaller\{0C55C096-0F1D-4F28-AAA2-85E​F591126E7}\N360\7190B588\4.0.0.127\09\01\ProdKey.h​tml
2010-03-27-15-43-50-741 : 0x0A68 : Information : DeleteFile: C:\Program Files\NortonInstaller\{0C55C096-0F1D-4F28-AAA2-85E​F591126E7}\N360\7190B588\4.0.0.127\InstStub.exe
2010-03-27-15-43-50-757 : 0x0A68 : Information : End of EXE module: 722432
2010-03-27-15-43-50-788 : 0x0A68 : Information : Start: extract stub
2010-03-27-15-43-50-913 : 0x0A68 : Information : Finish: extract stub
2010-03-27-15-43-50-913 : 0x0A68 : Information : Start: fix stub signature
2010-03-27-15-43-51-365 : 0x0A68 : Information : Finish: fix stub signature
2010-03-27-15-43-51-365 : 0x0A68 : Information : base adjusted to 728158
2010-03-27-15-43-51-365 : 0x0A68 : Information : Extracting: UIPackage
2010-03-27-15-43-51-802 : 0x0A68 : Information : Done Extracting: UIPackage
2010-03-27-15-43-51-802 : 0x0A68 : Information : base adjusted to 1724561
2010-03-27-15-43-51-802 : 0x0A68 : Information : base adjusted to 40731322
2010-03-27-15-43-51-802 : 0x0A68 : Information : base adjusted to 42897415
2010-03-27-15-43-51-833 : 0x0A68 : Information : Finished: Extract Package: 0x00000000
2010-03-27-15-43-51-849 : 0x0A68 : Information : C:\Program Files\NortonInstaller\{0C55C096-0F1D-4F28-AAA2-85E​F591126E7}\N360\7190B588\4.0.0.127\fallback.dat created for 0409
2010-03-27-15-43-51-865 : 0x0A68 : Information : Start: Load InstallUI
2010-03-27-15-43-52-005 : 0x0A68 : Information : LoadResourceModule(): C:\Program Files\NortonInstaller\{0C55C096-0F1D-4F28-AAA2-85E​F591126E7}\N360\7190B588\4.0.0.127\09\01\instUI.lo​c, 0409
2010-03-27-15-43-52-005 : 0x0A68 : Information : Finish: Load InstallUI
2010-03-27-15-43-52-005 : 0x0A68 : Information : CProgressDocument::CProgressDocument(61) :
2010-03-27-15-43-52-005 : 0x0B9C : Information : Start: Extracting Layout
2010-03-27-15-43-52-270 : 0x0A68 : Information : start: OnDocumentComplete
2010-03-27-15-43-52-286 : 0x0A68 : Information : finish: OnDocumentComplete
2010-03-27-15-43-54-006 : 0x0B9C : Information : Finished: Extracting Layout (C:\Program Files\NortonInstaller\{0C55C096-0F1D-4F28-AAA2-85E​F591126E7}\N360\7190B588\4.0.0.127
2010-03-27-15-43-54-007 : 0x0B9C : Information : Start: Load EngineManager
2010-03-27-15-43-55-589 : 0x0B9C : Information : Finish: Load EngineManager
2010-03-27-15-43-55-589 : 0x0B9C : Information : Full UI object created.
2010-03-27-15-43-55-589 : 0x0B9C : Information : INSTALLCACHEDIR(eStreamKey_InstallCachePath) = C:\Program Files\NortonInstaller\{0C55C096-0F1D-4F28-AAA2-85E​F591126E7}\N360\7190B588\4.0.0.127
2010-03-27-15-43-55-589 : 0x0B9C : Information : Start: Load Engine
2010-03-27-15-43-55-594 : 0x0B9C : Information : Finish: Load ProductCallback
2010-03-27-15-43-55-594 : 0x0B9C : Information : Completed: 0, Patch Detected: 0
2010-03-27-15-43-55-609 : 0x0B9C : Information : Quiet: 0, Quiet Basic: 0
2010-03-27-15-43-55-609 : 0x0B9C : Information : Install: 1, Relaunch: 0
2010-03-27-15-43-55-609 : 0x0B9C : Information : Show Errors: 1, No Error Report: 0
2010-03-27-15-43-55-609 : 0x0B9C : Information : InitializeStates returned 0x00000000
2010-03-27-15-43-55-609 : 0x0B9C : Information : ===> Start: Initialize Process Trust
2010-03-27-15-43-55-625 : 0x0B9C : Information : Verify Process

So it looks like Verify Process is where it goes bad. Going to try one more attemp after deleting shortcut.


- OP did run the Auto-fix Tool prior to this latest attempt

- So my latest attempt was to uninstall using every uninstall tool Norton had to offer from 2003 to current. No luck, still freezes. Below are items that appear to continue to load with every boot per ntbtlog.txt.

Loaded driver \??\C:\PROGRA~2\Symantec\DEFINI~1\SymcData\ipsdefs​\20080314.001\IDSvix86.sys
Loaded driver \??\C:\Program Files\Common Files\Symantec Shared\EENGINE\EraserUtilRebootDrv.sys
Loaded driver \??\C:\Program Files\Common Files\Symantec Shared\EENGINE\eeCtrl.sys
Loaded driver \??\C:\PROGRA~2\Symantec\DEFINI~1\VIRUSD~1\2008032​2.021\NAVEX15.SYS
Loaded driver \??\C:\PROGRA~2\Symantec\DEFINI~1\VIRUSD~1\2008032​2.021\NAVENG.SYS

Could someone please attempt to help the OP out?  I will provid the OP with the link to this thrrad, so  they can follow what is going on here and answer directly.

Thanking you in advance!

 


 

Replies

Kudos0

Re: Norton from Comcast Freezes Computer During Install

I am posting this (for an OP on the COMCAST Forums) in hopes of receiving some help here.  I know this is long, but hopefully someone here will be able to assist a CNSS user.  For those of you able to get to the COMCAST Forums, the thread is here.

Original Problem:
I have been trying to install Norton from Comcast and my computer freezes during initializing stage. HD stops, clock stops and mouse doesn't work. I did all the uninstall steps several time. Had Norton support on the phone for over an hours trying the same steps. During unistall I used MacAfee uninstall tool, Norton uninstall, cleaned temp file, cleaned registry of Norton and scanned HD just to be sure for Norton or MacAfee. I search for Malware and didn't fine anyone has any other ideas that would be great. At this point I reinstalled Macfaa from Comcast.


- System Specs: Windows Vista Home Premium 32 bit, Intel Core 2 2.00 GHz, 2.00 GB memory

- OP did run HJT Log and found some McAfee, which was cleared out.

- The computer freezes about 30% to 40% during the "initializing stage" most of the time. One other thing, I purchased Norton 360 under the 30 day trial and it did the same thing. My hunch is it a Norton thing and not a Comcast Norton thing. Unless of course Comcast Norton is leaving something behind causing a conflict. My first install attempt on Comcast Norton it uninstalled Macfee with no problem, rebooted and continued to install until the "initializing stage" where it froze. I have had no problem reinstalling Macfee (several times in fact)

-Last night I performed the following steps to try and install. It did not work:

•Shut Windows Defender off
•Uninstalled Malware programs - Rebooted
•Uninstalled Macfee from control panel - Rebooted
•Uninstalled Macfee using removal tool - Rebooted
•Deleted files and registry references to Norton - Rebooted
•Removed Norton using removal tool. - Rebooted
•After reboot, page comes up to install Norton which I attempted to do
Computer froze about the same spot during intialization as before. I did notice that the fans started running on high and the computer was getting hot. I performed a hard shut down. On reboot Norton kept attempting to install and continued to freeze in the same spot. I am stumped.


- I found this log from a bad install attempt yesterday. It show right were the install goes bad.


2010-03-27-15-43-50-617 : 0x0A68 : Information : install version: 6.5.0.24
2010-03-27-15-43-50-617 : 0x0A68 : Information : command line: "C:\Users\Public\DOWNLO~1\Norton\{3A7FA~1\\NC4.exe​" /noreboot /FSD
2010-03-27-15-43-50-617 : 0x0A68 : Information : base install folder: C:\Program Files\NortonInstaller
2010-03-27-15-43-50-617 : 0x0A68 : Information : install log folder: C:\ProgramData\NortonInstaller\Logs\2010-03-27-15h​43m48s
2010-03-27-15-43-50-617 : 0x0A68 : Information : install temp folder: C:\ProgramData\NortonInstaller\SymTemp
2010-03-27-15-43-50-632 : 0x0A68 : Information : Install Cache: C:\Program Files\NortonInstaller\{0C55C096-0F1D-4F28-AAA2-85E​F591126E7}\N360\7190B588\4.0.0.127
2010-03-27-15-43-50-679 : 0x0A68 : Information : Start: Load InstallUI
2010-03-27-15-43-50-679 : 0x0A68 : Information : Finish: Load InstallUI (ERROR_FILE_NOT_FOUND)
2010-03-27-15-43-50-695 : 0x0A68 : Information : Start: Extract Package
2010-03-27-15-43-50-741 : 0x0A68 : Information : DeleteFile: C:\Program Files\NortonInstaller\{0C55C096-0F1D-4F28-AAA2-85E​F591126E7}\N360\7190B588\4.0.0.127\09\01\InstUI.lo​c
2010-03-27-15-43-50-741 : 0x0A68 : Information : DeleteFile: C:\Program Files\NortonInstaller\{0C55C096-0F1D-4F28-AAA2-85E​F591126E7}\N360\7190B588\4.0.0.127\09\01\ProdKey.h​tml
2010-03-27-15-43-50-741 : 0x0A68 : Information : DeleteFile: C:\Program Files\NortonInstaller\{0C55C096-0F1D-4F28-AAA2-85E​F591126E7}\N360\7190B588\4.0.0.127\InstStub.exe
2010-03-27-15-43-50-757 : 0x0A68 : Information : End of EXE module: 722432
2010-03-27-15-43-50-788 : 0x0A68 : Information : Start: extract stub
2010-03-27-15-43-50-913 : 0x0A68 : Information : Finish: extract stub
2010-03-27-15-43-50-913 : 0x0A68 : Information : Start: fix stub signature
2010-03-27-15-43-51-365 : 0x0A68 : Information : Finish: fix stub signature
2010-03-27-15-43-51-365 : 0x0A68 : Information : base adjusted to 728158
2010-03-27-15-43-51-365 : 0x0A68 : Information : Extracting: UIPackage
2010-03-27-15-43-51-802 : 0x0A68 : Information : Done Extracting: UIPackage
2010-03-27-15-43-51-802 : 0x0A68 : Information : base adjusted to 1724561
2010-03-27-15-43-51-802 : 0x0A68 : Information : base adjusted to 40731322
2010-03-27-15-43-51-802 : 0x0A68 : Information : base adjusted to 42897415
2010-03-27-15-43-51-833 : 0x0A68 : Information : Finished: Extract Package: 0x00000000
2010-03-27-15-43-51-849 : 0x0A68 : Information : C:\Program Files\NortonInstaller\{0C55C096-0F1D-4F28-AAA2-85E​F591126E7}\N360\7190B588\4.0.0.127\fallback.dat created for 0409
2010-03-27-15-43-51-865 : 0x0A68 : Information : Start: Load InstallUI
2010-03-27-15-43-52-005 : 0x0A68 : Information : LoadResourceModule(): C:\Program Files\NortonInstaller\{0C55C096-0F1D-4F28-AAA2-85E​F591126E7}\N360\7190B588\4.0.0.127\09\01\instUI.lo​c, 0409
2010-03-27-15-43-52-005 : 0x0A68 : Information : Finish: Load InstallUI
2010-03-27-15-43-52-005 : 0x0A68 : Information : CProgressDocument::CProgressDocument(61) :
2010-03-27-15-43-52-005 : 0x0B9C : Information : Start: Extracting Layout
2010-03-27-15-43-52-270 : 0x0A68 : Information : start: OnDocumentComplete
2010-03-27-15-43-52-286 : 0x0A68 : Information : finish: OnDocumentComplete
2010-03-27-15-43-54-006 : 0x0B9C : Information : Finished: Extracting Layout (C:\Program Files\NortonInstaller\{0C55C096-0F1D-4F28-AAA2-85E​F591126E7}\N360\7190B588\4.0.0.127
2010-03-27-15-43-54-007 : 0x0B9C : Information : Start: Load EngineManager
2010-03-27-15-43-55-589 : 0x0B9C : Information : Finish: Load EngineManager
2010-03-27-15-43-55-589 : 0x0B9C : Information : Full UI object created.
2010-03-27-15-43-55-589 : 0x0B9C : Information : INSTALLCACHEDIR(eStreamKey_InstallCachePath) = C:\Program Files\NortonInstaller\{0C55C096-0F1D-4F28-AAA2-85E​F591126E7}\N360\7190B588\4.0.0.127
2010-03-27-15-43-55-589 : 0x0B9C : Information : Start: Load Engine
2010-03-27-15-43-55-594 : 0x0B9C : Information : Finish: Load ProductCallback
2010-03-27-15-43-55-594 : 0x0B9C : Information : Completed: 0, Patch Detected: 0
2010-03-27-15-43-55-609 : 0x0B9C : Information : Quiet: 0, Quiet Basic: 0
2010-03-27-15-43-55-609 : 0x0B9C : Information : Install: 1, Relaunch: 0
2010-03-27-15-43-55-609 : 0x0B9C : Information : Show Errors: 1, No Error Report: 0
2010-03-27-15-43-55-609 : 0x0B9C : Information : InitializeStates returned 0x00000000
2010-03-27-15-43-55-609 : 0x0B9C : Information : ===> Start: Initialize Process Trust
2010-03-27-15-43-55-625 : 0x0B9C : Information : Verify Process

So it looks like Verify Process is where it goes bad. Going to try one more attemp after deleting shortcut.


- OP did run the Auto-fix Tool prior to this latest attempt

- So my latest attempt was to uninstall using every uninstall tool Norton had to offer from 2003 to current. No luck, still freezes. Below are items that appear to continue to load with every boot per ntbtlog.txt.

Loaded driver \??\C:\PROGRA~2\Symantec\DEFINI~1\SymcData\ipsdefs​\20080314.001\IDSvix86.sys
Loaded driver \??\C:\Program Files\Common Files\Symantec Shared\EENGINE\EraserUtilRebootDrv.sys
Loaded driver \??\C:\Program Files\Common Files\Symantec Shared\EENGINE\eeCtrl.sys
Loaded driver \??\C:\PROGRA~2\Symantec\DEFINI~1\VIRUSD~1\2008032​2.021\NAVEX15.SYS
Loaded driver \??\C:\PROGRA~2\Symantec\DEFINI~1\VIRUSD~1\2008032​2.021\NAVENG.SYS

Could someone please attempt to help the OP out?  I will provid the OP with the link to this thrrad, so  they can follow what is going on here and answer directly.

Thanking you in advance!

 


 

Kudos0

Re: Norton from Comcast Freezes Computer During Install

I am here. Any help would be appreciated.

Kudos0

Re: Norton from Comcast Freezes Computer During Install

Hello

Have you checked to see if the hard drive is error free? Have you tried to completely clean out Norton with something like ccleaner so that there are no remains left of the installer? Have you tried installing with a new download of the program? Perhaps the first download of the program was corrupted for some reason. Are there any other security programs installed? Does the computer meet the minimum requirements for Comcast Norton Security Suite?

Success always occurs in private and failure in full view. Windows 7 Pro 64 bit NSBU 22.17.0.183 Core Firmware 282 I E 11 Chrome latest version.

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