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Kudos5 Stats

Uninstalling NIS with Norton Removal Tool breaks Windows Update

I recently uninstalled Norton Internet Security 2015 using the Norton Removal Tool. Following the successful uninstall, I noticed that Windows Update stopped working.

After some research, I have concluded that the cause of the problem is a missing registry key caused by the Norton Removal Tool process. I have duplicated the issue with the steps below as this information may be helpful to include in this knowledge-base. I believe this is a bug in the Norton Removal Tool.

1) Open regedit and navigate to the following key:

HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Control\BackupRestore

The BackupRestore branch should contain the following three keys:

FilesNotToBackup

FilesNotToSnapshot

KeysNotToRestore


2) On the PC running Norton Internet Security, download and run the Norton Removal Tool to uninstall Norton Internet Security.

3) Open regedit and navigate to the following key:

HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Control\BackupRestore

The BackupRestore branch now contains NO keys.

The Microsoft Windows Update utility requires the FilesNotToBackup key in order to run correctly and for the Background Intelligent Transfer Service (BITS) service to start and run.

Simply adding the FilesNotToBackup key under the BackupRestore branch will allow Windows to write critical information to the FilesNotToBackup key and will correct the Windows Update error code is 80246008.

Replies

Kudos0

Re: Uninstalling NIS with Norton Removal Tool breaks Windows Update

Up voting this. Thanks!

Could have saved me a bunch of anguish if I had found this earlier. I'm seriously very close to quitting Norton especially when it starts breaking Windows services even when you're about to leave it. 

Kudos0

Re: Uninstalling NIS with Norton Removal Tool breaks Windows Update

I'm running Windows 7 Home Premium and Norton Internet Security, and I had to do a bunch of uninstalls/re-installs because of the infinitely looping splash screen. Couldn't use the removal and re-install tool so I used the removal tool, which is around when I noticed Windows Update stopped working. I applied the fix, ran a working removal/re-install tool, so hopefully no more splash screen.

However, Windows Update is still down. It stays stuck on 'checking for updates...' and pushes one of the four CPU's to 100% until the system finally shuts down (so I have no error code to speak of). When I go into regedit, I see all three keys, but is there still a possibility that Norton modified them in such a way that Windows Update will continue to malfunction? Again, when I checked I had an up and running NIS, not post-removal tool. I have never had to modify/edit the registry so I'm not entirely sure what is and isn't supposed to be there :/

Kudos0

Re: Uninstalling NIS with Norton Removal Tool breaks Windows Update

I'm not an expert in what belongs in the HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Control\BackupRestore key. However, after adding the BackupRestore branch, that was deleted by Norton Removal Tool, and rerunning Windows Update the FilesNotToBackup branch was populated as follows:

BITS_BAK - REG_MULTI_SZ - C:\Windows\System32\Bits.bak

BITS_LOG - REG_MULTI_SZ - C:\Windows\System32\Bits.log

BITS_metadata - REG_MULTI_SZ - C:\ProgramData\Microsoft\Network\Downloader\*

Hope this helps.

Kudos0

Re: Uninstalling NIS with Norton Removal Tool breaks Windows Update

... Possibly required config needed by BITS. Co-insides with the observable symptoms of the issue it causes. BiTs will keep trying to access non-existent locations causing a massive spike in I/O and update will fail. On Win 10 its worse - crashes explorer.exe after a few seconds of trying unsuccessfully accesing disk. It kinda irks me how irresponsible this tool treats the registry it actually causes more damage for users who just want to remove Norton
Kudos0

Re: Uninstalling NIS with Norton Removal Tool breaks Windows Update

@ SLK, have you tried looking at Windows event viewer for any clues to what update may be doing? The case above may be too specific a situation and NRT might have done far more than what we know. I"m no Norton or Windows expert but IMHO i'd say just uninstall Norton completely (not using NRT), restart and check if update is still (not) running. You'll want to start fresh - get to a base state that its clean of any Norton traces but Windows still working; reinstall Norton (if you want) only once you have Windows clean and stabilized
Kudos0

Re: Uninstalling NIS with Norton Removal Tool breaks Windows Update

Looking through the event viewer under Windows Logs and System, starting August 1st I have errors not seen previously that began making appearances:

- The following boot-start or system-start driver(s) failed to load: BHDrvx64, SymIRON, SymNetS

- The Norton Internet Security service terminated unexpectedly. It has done this 1 time(s). The following corrective action will be taken in 120000 milliseconds: Restart the service.

- The BITS service failed to start. Error 0x80070002.

- The Background Intelligence Transfer Service service terminated with service-specific error %%-2147024894.

There were also a couple of other errors involving problems loading virus definitions and a server not registering with DCOM before the required timeout, but the last two errors are the ones that pop up most frequently during the splash screen debacle (which typically involved NIS simply not responding at start-up and requiring an immediate re-install). 

@ Drekk, you mean uninstall from the control panel, restart, and failing that use a restore point with Norton uninstalled? The worst part is the only reason I had to use the NRT in the first place was because the removal and re-install tool kept telling me to download the latest version of said tool whenever I tried to run it -_-

@ HeidiR, in addition to the 3 you listed, the branch also has: (Default) REG_SZ (value not set), SymEFAData REG_MULTI_SZ \System Volume Information\EfaSIDat\*  I appreciate the help, even though it looks like I'm in a slightly different and more troublesome boat!

Kudos1 Stats

Re: Uninstalling NIS with Norton Removal Tool breaks Windows Update

Two thoughts.

1) I believe the SymEFAData is created by Symantec (Norton). However, because I uninstalled NIS and switched to Trend Micro, I no longer have this entry.

2) As stated in my original post, the Microsoft Windows Update utility requires the  Background Intelligent Transfer Service (BITS) service to be running. In my case, creating the missing FilesNotToBackup key fixed it. You may want to go to Services and see if BITS is running. If not, try to manually start it to see what happens. You may get an error code that may help you research the fix.

Kudos0

Re: Uninstalling NIS with Norton Removal Tool breaks Windows Update

HeidiR Can you provide an exact step by step of what you did? I went into regedit and found HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Control\BackupRestore. clicked on it. All thats in it is: Name: DEFAULT Type: REG_SZ Data: Value not set. Where do I type FilesNotToBackup FilesNotToSnapshot KeysNotToRestore Do I create new keys?
Kudos2 Stats

Re: Uninstalling NIS with Norton Removal Tool breaks Windows Update

GForbes,

Add the three missing keys under the BackupRestore branch.

1) Open regedit and navigate to HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Control\BackupRestore

2) Right-click BackupRestore and select New | Key

3) Enter FilesNotToBackup. Note: This is all I needed to add in order for Win Update to start working again

4) Right-click BackupRestore and select New | Key

5) Enter KeysNotToRestore

6) Right-click BackupRestore and select New | Key

7) Enter FilesNotToSnapshot

Windows will populate these key as necessary.

Hope this helps.

Kudos0

Re: Uninstalling NIS with Norton Removal Tool breaks Windows Update

Hi HeidiR: Tried the steps. Still not working. Thanks anyway.

Kudos2 Stats

Re: Uninstalling NIS with Norton Removal Tool breaks Windows Update

Rather than attempting a manual remediation, have you tried utilizing any of the recommendations suggested at the Microsoft Windows Update Troubleshooter Website...

http://windows.microsoft.com/en-us/windows/troubleshoot-problems-installing-updates#1TC=windows-10

Additionally there is a series of suggestions and fixes (for various Win OS versions) listed at the Microsoft Windows Support Website...

https://support2.microsoft.com/common/survey.aspx?scid=sw%3ben%3b3779&showpage=1

There is also a Microsoft Windows Update Troubleshooter Tool which can usually automatically divine and apply the appropriate corrective action...

http://go.microsoft.com/?linkid=9830262

Cheers!
John

Kudos1 Stats

Re: Uninstalling NIS with Norton Removal Tool breaks Windows Update

Retraced and reran some of what I did earlier. So, I think I fixed most of the issue.   I had to manually put in some registry keys under HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Control\BackupRestore. did a reboot and that got BITS back up and running.   I then ran the fix it tool from Microsoft and got an error code. Put the code in here:   https://support2.microsoft.com/common/survey.aspx?scid=sw%3ben%3b3779&sh... (link is external)   That gave me 2 possible solutions. 1) Run the fix it tool, which I already did, 2) Run an elevated command prompt and do a sfc /scannow.   That got me going.   52 of the 54 updates intalled successfully. The cumulative security update for Explorer 9 and one other failed. Have to try and figure out why tomorrow.  Thanks HeidiR and AVJohnnie. Parts of both your remedies helped.

Kudos0

Re: Uninstalling NIS with Norton Removal Tool breaks Windows Update

I got the last three updates that failed yesterday to finally install.

Turns out it was Kaspersky firewall preventing them from working. I have figure out how to add three sites Microsoft suggested to the firewall exclusions.

But for now, I found a quick work around. Turn off Kaspersky firewall, turn on Windows firewall which already includes the exclusions. Ran WU. Boom - all three downloaded and installed without a problem.

Then turned off Windows firewall and turned Kaspersky back on.

Kudos0

Re: Uninstalling NIS with Norton Removal Tool breaks Windows Update

I also had problems with Windows Update after using the Norton Removal. Using the recommendations in this thread; namely the Registry fix by HeidiR and the sfc /scannow solution by GForbes I was able to get it working again. Many thanks!

However, this has me worried that the Norton Removal Tool has corrupted more of my registry than just the part dealing with Windows Update and I don't know it yet. Is there any way to know if it has corrupted other things?

Kudos0

Re: Uninstalling NIS with Norton Removal Tool breaks Windows Update

This is a valid concern. Unless you exported the entire registry before and after using the Norton Removal Tool and comparing the differences or are running some kind of registry monitoring software, I do not know of another way to know what the tool modified. Given that no one from Norton Support has responded to this thread, its likely that they don't know either.

Kudos0

Re: Uninstalling NIS with Norton Removal Tool breaks Windows Update

Hello

This issue is now being worked on by Norton as it's listed under the Hot Issues in the Announcements. Please see this Link. It's # 8 in the list.

https://community.norton.com/en/forums/hot-fixes-issues-norton-225215

Thanks.

Success always occurs in private and failure in full view. Windows 10 Pro 64 bit Norton Core Security Plus 22.18.0.213 Core Firmware 282 I E 11 Chrome latest version.
Kudos0

Re: Uninstalling NIS with Norton Removal Tool breaks Windows Update

How common is this issue? And does it affect all of the Windows OS versions?  I'm using Windows 7.

I recently ran NRT after uninstalling NIS 2014 (21.7), and the keys are still there. Is it just when running NRT to remove NIS 2015 (22.5.2.15)?  And does it also occur after uninstalling NIS 2015 first, then running the NRT?

I was planning to uninstall NIS 22.5.2.15, run the NRT, and then install Norton Security 22.5.2.15. But now that I read this thread, should I uninstall the NIS and install the NS without running the NRT?

Thanks.

Kudos0

Re: Uninstalling NIS with Norton Removal Tool breaks Windows Update

For my case uninstalling Norton preserved the keys; re-installing restored them (if previosly removedf). Outright running NRT without uninstalling removed the keys. I'm not sure if it still removes the keys if Norton has alreafy been uninstalled (i guess it skipa that part if it finds no longer present)
Kudos4 Stats

Re: Uninstalling NIS with Norton Removal Tool breaks Windows Update

Hi Everyone, 

A new version of Norton Removal Tool [NRT] has been released and this version fixes the above reported problem.

Mohanakrishnan G | Norton Forums Administrator | Symantec Corporation
Kudos0

Re: Uninstalling NIS with Norton Removal Tool breaks Windows Update

@Mohan_G,

Do you have a link for this new removal tool?

Win 10 Home x64, NS 22.5.5.15, AMD A6-5400K APU and 6GB RAM
Kudos1 Stats

Re: Uninstalling NIS with Norton Removal Tool breaks Windows Update

http://www.norton.com/nrt will always give you the latest version.

A little bit of knowledge is... well a little bit of knowledge.
Kudos0

Re: Uninstalling NIS with Norton Removal Tool breaks Windows Update

Thanks Krusty13

Win 10 Home x64, NS 22.5.5.15, AMD A6-5400K APU and 6GB RAM
Kudos0

Re: Uninstalling NIS with Norton Removal Tool breaks Windows Update

I have trying to download the Norton Removal tool on and off for some time now without success.   It keeps timing out.

I've 2 machines, 1 is Win 10 pro and the other Win 7 pro.  Same result on Firefox 42 and IE 11.  NS 22.5.5.14

Any ideas please? 

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