Attempt to load cleanup engine failed - Norton 360

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21

Hi DaCreator1,

 

Please check your forum PM box in the upper right hand corner of any forum page.  It looks like this -->  

 

Thanks. 

22

Thank you, I did not realize there was an inbox here.  I should have noticed that.

 

:)

 

23

I have the same problem with my Norton 360.  Similarly I have tried to uninstall and reinstall numerous times to no avail.  I also communicated with a Norton Engineer via their chat and tried the suggested solutions, but my problem still persist.  The Terminal service is set to automatic and is started.  Anyone can help me?

24

Hi tliau,

 

Did you try the solutions posted above? How did you remove Norton 360 from your system? You may wish to try the Norton Removal Tool instead of uninstalling. 

25

Hi,

 

I used to have the same error message. I uninstalled Norton 360 2.0 with the Norton Removal Tool, the Terminal Services are fine, still it did not work. I contacted tech support three times with this issue; the tech support even removed it himself once. I followed the tech support guy's instructions and uploaded a big zip file of error logs to help the engineers at Symantec; they promised that a solution would be availabe within 48 hours. That was ages ago (actually, more like two months). Today there was un update to Norton 360 that required a reboot. I was hopeful... but now I have the slightly different error message "Initialization to load the cleanup engine failed."

 

What is going on?

Thanks 

26

LB, you are correct that the latest update did resolve some of the issues associated with this error message, however there is still an issue that we are working on. With the help of another poster on this forum, we have obtained logs and are working on a solution that will fix the issue you are seeing.

 

The initial investigation of the new logs shows that some machines fail when we call specific windows API's to get the current user. This failure causes our cleanup engine to ultimately fail.

 

If you only have 1 user on this system and you are still seeing this issue, then there may be another issue that we are still not aware of, please let me know and we can connect to get a set of logs from your machine. Thanks for your patience while we figure out how to work around this issue.

 

Matt

1 Like
27

Thanks for replying so quickly.

 

There is only one user account on the affected computer. I would be very happy to help you resolve this issue; send me the instructions on how to generate the logs and I'll do that in the next few hours.

28

 

LB,

 

Please check your forum PM box in the upper right hand corner of any forum page. 

It looks like this -->  

 

Thanks,

 

Matt

29

Hi Matt,

 

I have the some problem on my maschine (Norton 360, Vers. 2.3.0.9):

-) I set up 3 users

-) all users are "administrator"

-) user #1 has the problem to load the cleanup engine

-) users #2 and #3 work perfectly

Do you have any specific tips for my case?

 

regards from austria

christian 

30

Christian,

 

As I stated above, we are still investigating an issue with a Windows API call that is failing for some users on some systems that is causing our cleanup engine to fail to load.

 

However, in your case since user 2 and 3 work, they will take care of the cleanup for user #1.

 

Regards,

 

Matt

2 Likes
31

Matt,

 

I've been experiencing this same problem on my HP Pavillion 6245 w/ Vista Home Premium.

 

Tough to figure out what solution path to follow on this thread...

 

Terminal Services settings are as recommended and my  cuEng.dll version is: 1.3.0.3

 

Where do I go from here???

 

Thanks,

David

 

 

32

David,

 

There have been several issues discussed, but for you since you have the incorrect version of cuEng.dll installed, I would suggest the uninstall solution. It would appear we have an issue upgrading to a newer version of the cleanup engine on some systems.

 

After uninstall, I would suggest running the Norton Removal Tool located here:

 

Norton Removal Tool

 

Then reinstall.

 

Let us know if this solves your issue.

 

Matt

33

Hi,

this error steill persist. Is their any solution?

 

Nils from Germany

34

I am confused and would appreciate clarification. I can find no posting of yours in this thread. Have you previously reported this problem? The solution for some was simply to uninstall and reinstall. Have you done this? What version are you now on and can you advise more particulars of your specific problem please?

35

Sorry,

 

i reported this with the integrated helpfunction from Norton to the german help center two weeks ago, I get no answer.

I install and reinstall Norton 360 thousend of of times.

I use WIN XP SP3 (german) and Norton 360 V 2.3.1.4

 

Nils

36

Thank you. And in those uninstall and reinstall sessions,did you use Norton Removal tool or not?

37

Yes, I did, but I use Norton S&R too. So I have to reinstall and configure both programs. I used Norton SystemWorks Premier 2008 before.

 

Gruß

 

Nils

38

Not entirely clear whether you used the NRT for each of the Norton programs you uninstalled. Lets assume you did. Now kindly advise exactly what you do and what is displayed to give you this error.

39

First, I install Version V1 from a CD. Than I download Version V2 and install it. Now I have the problem, so I used the Norton Removal Tool and install Version V2. It doesn't help.

 

 

 

 

[edit: removed bad link to screen shot.  For help posting images please click here.]

Message Edited by Allen_K on 08-29-2008 01:07 PM
40

Sorry I just do not understand what error you are getting and when. I did not suggest uninstalling and reinstalling.