Blank screen after reboot after installing NIS 2009 or 2010

I have a Toshiba Satellite L35-S2161 laptop with WinXP and I just performed a complete recovery with the factory recovery disks.  No problem it rebots OK.

 

Then I installed Win XP SP3 and all available security updates.  No problem still reboots OK. Created a system restore point.  I then installed NIS2009 from the downloaded file NIS09EN.exe.  Ran live update.  Good so far.  Rebooted.  Got to the Win XP logo and then it disappeared and the screen was black/gray.  The hard disk light flashed a couple of times and then stayed on solid and the screen stayed black/gray.  Left it like this for 20 minutes and no change.  Powered off and on again.  Still has the same problem. 

 

Booted into safe mode and performed a system restore.  Boots into safe mode OK.  Downloaded and ran the Norton Removal Tool.  Powered off and performed a Normal startup.  Boots to desktop just fine like before NIS2009 install.

 

Installed NIS2009 again and rebooted.  Window logo and then black screen again.  Rebooted into safe mode and then perfomed a system restore again.  Boots to desktop just fine.(looks lik NIS is the problem!).

 

Ran Norton removal tool again and rebooted, OK.  Downloaded NIS2010 and installed it.  Rebooted and again same problem. 

 

Rebooted into safe mode and performed a system restore.  Rebooted and it works fine.

 

Any Ideas.?

 

I saw a similar post ( http://www.symantec.com/business/security_response/securityupdates/list.jsp?fid=nis&pvid=nis2009 ) but no resolution was ever given for this problem.

 

Thanks in advance.

 

 

 

Hi! Cworx,

 

This sounds like a driver conflict.  Whenever you install XP SP3 make sure you have already downloaded and installed that latest drivers from Toshiba for your laptop.  Never install drivers you find on the Windows/Microsoft Updates site(s).  This will lead to major problems with your system; especially the one you are describing.  Be sure to restart the laptop after each installation of updates and it is critical that after you install XP SP3 that you log in (if needed) and let the system completely load and then restart the laptop again without performing any other tasks.  This allows the installation process to complete the cleanup procedures that take place after the update is installed.  Always perform updates with the laptop on AC power and not on the unit's battery as this is very hard on the unit itself.  I have seen to many laptops that get ruined by running updates like XP SP3 on the unit's battery.  When installing the SP3 software update do so in safe mode for best results.

 

Also it is necessary to remove any other security software from the system prior attempting to install another security program.  Use the necessary removal tool to completely remove any security software from the system prior to installing any NIS/ Norton 360 product.

Do not run any other security program with a real-time scanner as this will interfere with NIS's operations.

Message Edited by Tech83 on 12-11-2009 12:08 AM

Hi cworx

 

It's possible when you used the factory recovery disks, that your laptop came with some OEM security software. Please check and see if there is any other security software that came with the laptop. Some malware might have gotten into the computer while you were getting the windows updates also.

 

Did you use your recovery disks in an effort to clean up your computer from malware? If you did do that, what were the symptoms that you had before using the recovery disks? Not all malware unfortunately is removed by reformatting or using the recovery disks.

 

Please run a check disc to make sure that the hard drive is ok. It's possible when it came to the point where you tried to install your Norton product, that it ran into a bad segment of your hard drive. If the hard drive is ok, then please run a free scan with malwarebytes.

 

Download the free version, install and update then run a FULL scan. After the scan completes you should post the logs back to this thread. Please post the log using the add attachment right below the post button.


You can find Malwarebytes here

http://www.filehippo.com/download_malwarebytes_anti_malware/

It is a safer location to get the program from than malwarebytes themselves because the malware writers some times block the security programs' websites.