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Hi Adam,
Thank you for the link however in clicking that I get nothing displayed. it's as if the page has been moved or deleted.
The actual url I linked was:
does that work for you?
Additionally, here is the info in the KB:
Error: "Attempt to load the cleanup engine failed" is displayed next to PC Tuneup scan results in Norton 360 2.0
1
Do one of the following:
For Windows Vista: Click the Start button and then click All Programs > Accessories > Run.
For Windows XP: Click Start > Run.
2
In the Run dialog box, type the following text:
services.msc
If the User Account Control alert appears, click Continue.
3
Click OK.
4
Locate, and double-click the Terminal Services in the list.
5
Do one of the following:
For Windows Vista: Make sure that the Startup type is Automatic, and then click Start to start the service.
For Windows XP: Make sure that the Startup type is Manual, and then click Start to start the service.
6
Click OK.
7
Restart the computer.
[Mod edit: replaced long URL with hyperlink to avoid scrolling issue]
Hi Adam,
In my original post , I think I mentioned that I tried all the solutions as well as reinstall 3/4 times, multiple chats etc.
That solution does not work, but thank you for your time.
I have this message appearing constantly while trying to use the Fix Now on the PC Tuneup - I have had many chat sessions and have tried the support documents as well as reinstalling 3 times utlizing the Norton Removal tool.
I have 3 pcs the program protects that use Windows Vista SP1 and the laptop is the only one I have this issue on.
I'm wondering if anyone has run into this problem. Tech support cannot help me -
DaCreator wrote:
...That solution does not work, but thank you for your time.
To be clear, where does it work? Are you able to access the Terminal Services, and set the Startup type to Automatic? And once you restart the system and run the scan again, the same error appears? Or does something different happen? I apologize; I want to be sure we understand the problem fully. Thanks!
I am experiencing the same problem on XP Pro sp2. My settings are correct as per the KB referenced and still having the problem. During a tech support session the tech changed the settings and it worked correctly for about an hour. After that the “attempt to load cleanup engine failed” showed up again.
hi smitty694 - can you confirm that after getting the error that the Terminal Services service is started? i think that is the lynch-pin... there may be some other cause for that service to crash or get stopped.
mel
Also note that there was an update to that specific KB recently which for XP SP2, the document stated that the setting should be Manual, when in fact it should be changed to Automatic. If you set it to manual, the next reboot would not start terminal services.
The link to the updated KB is the following: KB LINK
Hope this helps,
Matt
[Moderator edit: Converted long link to hyperlink to avoid scrolling issue]
This does not work on my 2 Toshiba Satellite laptops. XP Pro SP2. Desktop clone with XP Pro SP2 works OK in Manual setting.
When you view the Services dialog and locate the Terminal Services item, what does the column for status show?
It should show Started, if it does not then following the KB article should help you get it started.
Matt
It shows Started. I’ve changed both laptops to Automatic and rebooted and then tried to run PC Tuneup and the same error message come up for Windows Temp Files and IE Temp Files.
So I have worked through this issue with HLG above and during our investigation with the excellent help of HLG, we were able to obtain a set of debug logs and tracked it down to a bad install.
The basic solution we did for his system was to uninstall and reinstall. This solved his issue.
If any is experiencing the same issue, please post the version of the following file, this may indicate a failed install.
C:\Program Files\Common Files\Symantec Shared\Cleanup\cuEng.dll
Matt
FWIW I just tried that page link and it came up OK for me.
Matt,
I have uninstalled and re-installed 5 times with using the norton removal tool as well.
But, FWIW, here is my file version:
1.0.0.182
Product version : 1.0 (this could be it) ??
DaCreator1 wrote:
...Product version : 1.0 (this could be it) ??
Hi DaCreator1,
You may wish to upgrade to Norton 360 2.0 for free:
http://www.symantec.com/home_homeoffice/support/special/upgrade2007/product_n360_download.jsp
Thesubscription time is not lost in this proccess - the product is only upgraded. You will be able to keep the remaining time on your current subscription, and apply it to the upgraded Norton 360 2.0.
Tony,
I HAVE the latest version. It's the premiere version. If you re-read my post, I mentioned that I have uninstalled and reinstalled this software many, many, many, many times. I have used the Norton removal tool as well which in my opinion, should remove ALL old versions also..
So I don't know what to do in order to get the old version out.
I am currently running version 2.0 now.
DaCreator1,
I have sent you an email to see if I can help directly.
As a side note, the version of the cleanup engine 1.0.0.182, is correct for version 2.0 of Norton 360, sorry for the confusion.
Matt
Hi Matt,
That's great thank you. Is there a link you can send up for me to download the proper removal tool? Maybe that will get this done once and for all.
Hi Matt,
I have not received the email for help yet.