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How did you do the upgrade? Did you uninstall v1 first?
I upgraded using a link on the 360 v1 page.
It removed v1 first as part of the process (the dialog box said).
I did not remove it independently.
Please try the Norton removal tool and than reinstall
Hi Denizen,
In addition to removing through SymNRT, I'd also ensure that you have removed (if installed) the V1 Add-On pack. From first blush, the actual problem looks like the Add-On pack may not have uninstalled cleanly.
If the problem returns after reinstalling, search your system for asoehook.dll and find it, try renaming and see if it fixes the problem with email.
Thanks,
Matt
Thanks for the input.
No Dice, same syptoms as before.
I found two copies of asoehook.dll; renamed both.
Now I have issues with ccsvchst.exe error during shut down and a couple of others....
BUT on another issue, I was unable to install XP SP3 before even tho I had completely disabled everything in 360. Stallled during post install processes. Of my 4 household computers, the ones with 360 v1 upgraded fine (after disable), the two with v2 stopped at the same place.
Decided to try after the uninstall of 360, and it worked.
Maybe Matt can look into this and post it where it can do the most good.
Still looking for a little solution here tho.
Hi Denizen,
So we still have ccApp hanging on shutdown - which I'm going to put that one aside for the moment as there are enough other variables in play to suggest that this might be collateral to the email issue.
On the email issue, did you reinstall the Add-On Pack? If so, let's uninstall it and see if that eliminates the sending/receiving email issue - if the problem persists after that and there are no versions of asoehook.dll, then we know we have something different that we are dealing with.
On the SP3 issue, my understanding is that you were only able successfully upgrade after disabling V1 and that V2 had to be completely removed before SP3 could be successfully applied. If that is correct, do you have any additional details about where the failure occurred in the SP3 installation?
Thanks,
Matt
Matt,
Perhaps I misunderstood. I renamed the asoehook.dll files that I found prior to installation. The addon to v2 puts one in (so I thought it couldn't be the v1 uninstall issue you referred to). I have tried to rename it, but could not because it was "in use" or restricted. (Outlook was not in use; I am the administrator)
Is there a way to disable it? Perhaps if I try renaming it prior to the installation restart? Are the other asoehook.* files to be renamed as well? I did not.
I uninstalled the addon and email works again.
My last install, I selected the option to not integrate with Outlook, but that did not allow me email access to the POP or SMTP servers.
I have checked "allow" for Outlook and MSIE in the firewall settings.
On the SP3 issue. According to the installation log, the hang always occurred (in both machines) during the running of "shmgrate.exe AddConfigurePrograms". The dialog box displays something to the effect of "Running after install processes". I did request help from Redmond, they said they would answer within 24 hours (but that was two days ago) before I tried the removal of V2 prior to install.
I noted at least one entry in their newgroup describing the same issue, but did not refer to 360 v2. No responses.
Thanks again for your attention to this matter.
Hi Denizen,
I believe we'll need to disable the protection service in order to be able to rename that file. This setting is found under the Quick Controls / SymProtect. Try disabling that, renaming the file, then restoring it.
On the email issue - it sounds like you needed to change the default "Auto" setting in the firewall program control settings to "Allow" - sorry to be repetitive, but I wasn't certain if that is what you are confirming.
The information on the SP3 failed install is invaluable - I've capture that information and passed it along.
Matt
Hello again - I had a thought that process protection might also be a factor in the failed SP3 application. If you end up doing that again, try disabling it prior to applying SP3.
Matt
Matt,
Sorry to take a little bit to get back to you. Work seems to keep getting in the way...
1. Disabling symprotect allowed me to rename asoehook.dll successfully. Following restart, I can sometimes access email with the addon installed, but again fails after a period of time (variable time). And I get startup errors in 360 v2 1002,1 on computer boot.
2. Disabling symprotect had no effect on the installation of XP SP3. But did install it without removing 360 v2 by performing a boot to safe mode and installing it from the CD made from the SP3 ISO file. Since all of my machines now have sp3 installed, I won't be able to shed any more light, unless you want the install log. If so, tell me where to send it.
Hi Denizen,
Thanks for your follow-up on this one - I appreciate the level of frustration this must be causing.
On the 1002,1 issue, use the utility in this document to resolve the problem:
http://service1.symantec.com/support/sharedtech.nsf/docid/2007042003372313
On SP3, thanks for testing symprotect. We'll do some additional testing on our side and work on reproducing the problem. One question - do you have any other malware applications on the system - SpyBot or Weboot type applications?
Thanks again,
Matt
No other malware programs, per se.
Some overlap of programs exist with pop up blockers, etc. from Google toolbar.
Again, thanks for your time.
Hi Denizen - did the document address the error?
Matt
I don't know.
Since the fix for the Addon did not work, I uninstalled it and the startup error went away.
Status is:
360 v2 is installed.
Addon is not installed.
email works as long as the addon is not installed.
I still the ccsvchst error on shut down.
Hi Denizen,
Okay, so the 1001 error is gone in the absense of Add-On Pack and email connectivity is restored as well. ccSVChst still hangs on shutdown.
For the Add-On pack issue, can you provide details on your Outlook / email configuration (you mentioned MAPI initially, which leads me to believe we are on a network).
For ccsvchst, a list of installed apps might help me determine which application we might be playing poorly with.
Thanks,
Matt
Matt, if I may add my two cents in here. I just did a complete reformat of my computer. I finished with the O/S and before I added anything other than the recovery partition and O/S, I installed my copy of Norton 360 V2. My next step was to install SP3. I had no problems installing, however I keep getting the ccSVChst hanging on shutdown. It is not the only application affected and I am to the point of frustration with SP3 and about to uninstall it to avoid it not playing nice with everything on my computer.
SP3 broke something. Oh, and I don't use Outlook so that hasn't even entered my picture.
If you need anything else from me, just email/PM me. Liz
Hello Liz,
Thanks for the additional information. There are a number of posts from a number of forums indicating moderate to sever issues related to the SP3 migration affecting both Norton and non-Norton customers. We are working on contacting some customers to better understand the SP3 impact on our products and I've added your name to our list - we very much appreciate your willingness to help us.
One question - prior to your reformat, I'm assuming that you had N360 V2 installed. We're you encountering the issue with ccSVChst hanging on shutdown pre-format?
Thanks again,
Matt
matt_phillips wrote:Hello Liz,
Thanks for the additional information. There are a number of posts from a number of forums indicating moderate to sever issues related to the SP3 migration affecting both Norton and non-Norton customers. We are working on contacting some customers to better understand the SP3 impact on our products and I've added your name to our list - we very much appreciate your willingness to help us.
One question - prior to your reformat, I'm assuming that you had N360 V2 installed. We're you encountering the issue with ccSVChst hanging on shutdown pre-format?
Thanks again,
Matt
Matt, yes, I did.
I have since reformatted AGAIN to get SP3 out of my computer.
I uninstalled SP3, rebooted, ran jv16 to clean up the registry, rebooted again, then went to get my updates. Okay, had 97 of them, expected that...what I didn't expect was for IE 6 to be corrupted (had to install 7 to even get IE to work). All 97 updates FAILED. So I tried a system restore to JUST before I installed SP3 to begin with. IT failed.
That's when I knew my only course of action was a total reformat.
I have also found out that part of MY problem may be related to my having a HP with an AMD processor. Altho mine is a laptop not a desktop, and did not go into the endless loop, I suspect, SP3 really futzed with my computer.
Now, the real problem...I am still getting the ccSVChst hanging on shutdown but not in the same fashion. Now it will let me shut down but it gives me the error message as the screen gets ready to do it's final close just before going black to the reboot and into either a full log off or a new start up screen. Before, it did it before I could even get to the shutdown. I was still in the "up and running" mode where I could get to my programs. Couldn't make them work, just could still see them if that makes sense.
Any particulars as to what else you need...my computer, etc, let me know.
Liz
Hi Liz,
I just sent you a PM with some additional instructions.
Thanks,
Matt