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

Not what you are looking for? Ask the experts!

Kudos0

Safety Minder installation error--need help resolving please

I have been unable to install Norton Safety Minder on PC.  I receive the following error message from Safety Minder:  "The following problem occurred that needs your attention:  Setup failed to update VCRedist files on your computer."  I spent a few hours with Norton customer support trying to resolve the issue without success [Removed]  They have referred me here for help.

Here are some additional facts requested by your initial community topic: 1. Type of OS:  Windows Vista  2.  Browser Type:  IE Version 7.0.6000.16851 3.  Type of User Acct: Standard  4.  Norton Safety Minder product version 1.2.0.37  5.  Other Norton products installed:  Norton Internet Security 2010 (Version 17.1.0.19)  6.  No other antivirus or security product installed. Thanks!

[edit: Please do not post identifying information such as case ID numbers per the Participation Guidelines and Terms of Service.]

Message Edited by shannons on 12-28-2009 02:24 PM

Replies

Kudos0

Re: Safety Minder installation error--need help resolving please

Please make sure that you are logged-in as Administrator of the machine and then run the Norton Safety Minder installer. If issue persists, please let us know the following information:

1. Do you have any version of "Microsoft Visual C++ Redistributable" installed on your machine? If yes, what is the version? You can see the entries in installed programs list (Control Panel/Programs and Features)

2. What is the service pack of OS?

3. Is it a 32 bit or 64 bit machine?

4. Do you have any custom partitioning/mapping scheme (like OS installed in a custom drive rather than default C:\ drive)?

Regards,

Syed

Kudos0

Re: Safety Minder installation error--need help resolving please

Syed, 

1. Do you have any version of "Microsoft Visual C++ Redistributable" installed on your machine? If yes, what is the version? You can see the entries in installed programs list (Control Panel/Programs and Features) 

Response:  No 

2. What is the service pack of OS?

Response: No service pack, I am running Windows Vista Home Premium (no service packs installed). 

3. Is it a 32 bit or 64 bit machine?

Response:  32 bit machine--Toshiba Satellite A135-S4427

4. Do you have any custom partitioning/mapping scheme (like OS installed in a custom drive rather than default C:\ drive)?

Response:  No custom scheme.

Thanks, CamM

Kudos0

Re: Safety Minder installation error--need help resolving please

Please try logging in as the administrator.

Standard and limited accounts may not be able to install VCRedist files.

Matt

Kudos0

Re: Safety Minder installation error--need help resolving please

All my installation attempts were made when I was logged in as the administrator.  In my initial post above, the standard account refers to the type of user account for my child (sorry that was not clear).

CamM

Kudos0

Re: Safety Minder installation error--need help resolving please

Ok, do you have another system you can try? Perhaps there is something on this system that is unexpected.

Matt

Kudos0

Re: Safety Minder installation error--need help resolving please

By system, do you mean another computer? 

Kudos0

Re: Safety Minder installation error--need help resolving please

Sorry, yes another computer that you can try it out on, so we can isolate what the issue may be.

Matt

Kudos0

Re: Safety Minder installation error--need help resolving please

I was able to install Safety Minder on another computer successfully.
Kudos0

Re: Safety Minder installation error--need help resolving please

Can you tell us the differrence between those 2 different computers?

Hardware?

Software?

More than likely it is software related and something we are not compatible with or have not tested with.

What kind of AntiVirus software or Firewall software do you have on the 2 different computers?

Matt

Kudos0

Re: Safety Minder installation error--need help resolving please

Machine 1 (the computer with the installation issue) is a 32 bit machine--Toshiba Satellite A135-S4427 running Windows Vista Home Premium with Norton Internet Security 2010.  This PC doesn't use any special firewall safety software.

Machine 2 (the computer without the installation issue) is a 32 bit machine--Gateway MT3705 running Windows Vista Home Premium with Norton Internet Security 2010.  This PC doesn't use any special firewall safety software.  More info on this particular machine from Gateway  --> http://support.gateway.com/s/Mobile/2007/Apache/1014142Rsl.shtml

Kudos0

Re: Safety Minder installation error--need help resolving please

Hi CamM,

I understand you have worked with Support on this issue.  If you like, I would be more than happy to setup a remote desktop access and work together with you on this.  I've just sent you a PM.  You're welcome to send me a private message or an email for details.  You can find my email address at http://community.norton.com/norton/profile?user.id=15038

 

 

Thanks,

Katie

Thanks Katie

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