Can not Install NAV2009

This is my first time on this board.  I see a lot of good information here but none is related to my problem.

 

I have WinXp SP3 on my computer.  I was running on NAV2009 on my computer until I attempted installing Norton 360 v3 from on-line as complement based on my current Symantec subscription.  However; Norton 360 v3 failed to install.  I used Norton Removal Tool (NRT) before I re-installed NAV2009.  It failed to re-install NAV2009.  I repeated this cycle a few more time from CD, but no success.  I got help from Norton Chat Room but no sucess.   They remotely controlled by computer and performed the following: removed Norton/Symantec folders & files (including from registries), removed files using NRT, and even started from safe mode.  The Chat room analysist used the online Norton360 to load.

 

There was no error display.  While the installation was at the step of scanning after loading virus definition, it stopped and began uninstall program, collecting & compress error and uploaded to Symantec.  It took about 4 cycles of uploading before displaying  a message that it did not install.

 

I looked at the log from NortonInstaller and saw few error lines as shown below.

 

2009-08-08-14-00-16-718 : 0x0BA0 : Information : checking for: C:\Program Files\NortonInstaller\{0C55C096-0F1D-4F28-AAA2-85EF591126E7}\NAV\562C4DD5\16.5.0.134\complete.dat (0)
2009-08-08-14-00-16-843 : 0x0BA0 : Information : CLueStandaloneSessionBase::CheckForUpdates(224) : Start: CheckForAvailableUpdates
2009-08-08-14-00-17-187 : 0x0BA0 : Information : CLueStandaloneSessionBase::CheckForUpdates(228) : Finish: CheckForAvailableUpdates (0xa100000d)
2009-08-08-14-00-17-187 : 0x0BA0 : Error : CEngineManager::Start(1068) : LiveInstall::CheckForUpdates failed: 0xa100000d
2009-08-08-14-00-17-234 : 0x0BA0 : Information : delete on reboot: C:\Documents and Settings\All Users\Application Data\NortonInstaller\SymTemp
2009-08-08-14-00-17-265 : 0x0BA0 : Information : Start: GetAllowedToRunSymNRT
:

:

2009-08-08-14-00-19-281 : 0x0BA0 : Information : RunOnce: system: 0, user: 0
2009-08-08-14-00-19-281 : 0x0BA0 : Information : URL: http://stats.norton.com/n/p?module=9000&error=100&build=053842036CF74E5DB07C2EEC08984913&d=0&e=0.0&f=5.1.2600.3.0.0&g=af9e0d20e89b4733ac4a6b476c56930c&i=0&l=0&language=09.01&p1=4a7dbd33&p2=8a3dfb60&product=Norton%20AntiVirus&q=14131323&t=0&u=00000001&upgrade=0&version=16.5.0.134&x=0&z=0
2009-08-08-14-00-19-328 : 0x0BA0 : Information : Silent Module 9000: Begin
2009-08-08-14-00-19-328 : 0x0BA0 : Error : DING::CWinHttpClient::Query(286) : WinHttpSendRequest failed: 12007
2009-08-08-14-00-19-328 : 0x0BA0 : Error : CModule9000::RequestPage(1138) : Get failed: 0x80072ee7
2009-08-08-14-00-19-328 : 0x0BA0 : Information : Silent Module 9000: End
2009-08-08-14-00-19-328 : 0x0BA0 : Information : Resolving : %INSTALLING%=1
2009-08-08-14-00-19-343 : 0x0BA0 : Information : Start: Process Create Directories
:

:

2009-08-08-14-00-21-906 : 0x0C00 : Information : FilePath: C:\Program Files\Norton AntiVirus\Branding\16.5.0.134\09\01\v_found.chm
2009-08-08-14-00-21-984 : 0x0C00 : Information : FilePath: C:\Program Files\Windows Sidebar\Gadgets\Norton.Gadget\en-US\gadget.css
2009-08-08-14-00-21-984 : 0x0C00 : Error : DING::CStreamToStreamTransactionDigest::Install::CExtractPathResolver::Resolve(461) : AddPath failed: C:\Program Files\Windows Sidebar\Gadgets\Norton.Gadget\en-US\gadget.css (0x80070005)
2009-08-08-14-00-21-984 : 0x0BA0 : Error : DING::CStreamToStreamTransactionDigest::Install(489) : Archive::Extract failed: 0x80070005
2009-08-08-14-00-21-984 : 0x0BA0 : Error : DING::CStreamToStreamTransactionDigest::EngageStreamingEngine(883) : Install failed: 0x80070005
2009-08-08-14-00-21-984 : 0x0BA0 : Information : Finish: Process Files: 0x80070005
2009-08-08-14-00-23-453 : 0x0BA0 : Error : Error Info: Transaction: , Details: gadget.css, HRESULT: 0x80070005
2009-08-08-14-00-23-453 : 0x0BA0 : Information : CommitEngine time: 4172
2009-08-08-14-00-23-453 : 0x0BA0 : Information : //////////////////////////////////////////////////////////////////////////
2009-08-08-14-00-23-453 : 0x0BA0 : Error : CEngineManager::Start(2614) : INSTALL FAILED
2009-08-08-14-00-23-453 : 0x0BA0 : Error : CEngineManager::Start(2615) : CommitEngines failed: 0x80070005
2009-08-08-14-00-23-453 : 0x0BA0 : Information : //////////////////////////////////////////////////////////////////////////
2009-08-08-14-00-53-765 : 0x0BA0 : Information : CLueStandaloneSessionBase::DownloadUpdates(254) : Start: DownloadUpdates
2009-08-08-14-01-01-046 : 0x0BA0 : Information : CLueStandaloneSessionBase::DownloadUpdates(258) : Finish: DownloadUpdates (0xa100000d)
2009-08-08-14-01-01-046 : 0x0BA0 : Error : CEngineManager::RunVirusScan(677) : duSession::DownloadUpdates failed: 0xa100000d
2009-08-08-14-01-01-109 : 0x0BA0 : Information : Start: Load DefUtils
2009-08-08-14-01-01-343 : 0x0BA0 : Information : Finish: Load DefUtils
2009-08-08-14-01-01-343 : 0x0BA0 : Information : defs path: C:\Program Files\NortonInstaller\{0C55C096-0F1D-4F28-AAA2-85EF591126E7}\NAV\562C4DD5\16.5.0.134\Definitions\VirusDefs\20090226.034
2009-08-08-14-01-01-343 : 0x0BA0 : Information : Start: Install Scan
2009-08-08-14-02-11-375 : 0x0BA0 : Information : Finish: Install Scan: 0
:

:

2009-08-08-14-02-13-921 : 0x0FE4 : Information : FilePath: C:\Program Files\Norton AntiVirus\Branding\16.5.0.134\09\01\v_found.chm
2009-08-08-14-02-13-921 : 0x0FE4 : Information : FilePath: C:\Program Files\Windows Sidebar\Gadgets\Norton.Gadget\en-US\gadget.css
2009-08-08-14-02-13-921 : 0x0FE4 : Error : DING::CStreamToStreamTransactionDigest::Install::CExtractPathResolver::Resolve(461) : AddPath failed: C:\Program Files\Windows Sidebar\Gadgets\Norton.Gadget\en-US\gadget.css (0x80070005)
2009-08-08-14-02-13-921 : 0x0BA0 : Error : DING::CStreamToStreamTransactionDigest::Install(489) : Archive::Extract failed: 0x80070005
2009-08-08-14-02-13-937 : 0x0BA0 : Error : DING::CStreamToStreamTransactionDigest::EngageStreamingEngine(883) : Install failed: 0x80070005
2009-08-08-14-02-13-937 : 0x0BA0 : Information : Finish: Process Files: 0x80070005
2009-08-08-14-02-15-484 : 0x0BA0 : Error : Error Info: Transaction: , Details: gadget.css, HRESULT: 0x80070005
2009-08-08-14-02-15-484 : 0x0BA0 : Information : CommitEngine time: 4000
2009-08-08-14-02-15-484 : 0x0BA0 : Information : //////////////////////////////////////////////////////////////////////////
2009-08-08-14-02-15-484 : 0x0BA0 : Error : CEngineManager::ErrorFlow(5405) : INSTALL FAILED (2nd try)
2009-08-08-14-02-15-484 : 0x0BA0 : Error : CEngineManager::ErrorFlow(5406) : CommitEngines (retry install) failed: 0x80070005
2009-08-08-14-02-15-484 : 0x0BA0 : Information : //////////////////////////////////////////////////////////////////////////
2009-08-08-14-02-15-484 : 0x0BA0 : Information : URL: http://stats.norton.com/n/p?module=9000&error=1&a=80070005&b=gadget.css&build=053842036CF74E5DB07C2EEC08984913&d=1&f=5.1.2600.3.0.0&g=af9e0d20e89b4733ac4a6b476c56930c&h=4000&i=0&l=0&language=09.01&p1=4a7dbda7&p2=21f7416b&product=Norton%20AntiVirus&q=14131323&t=1&u=00000001&upgrade=0&version=16.5.0.134&x=0&y=0&z=0
2009-08-08-14-02-15-890 : 0x0BA0 : Information : CRC (Module): 0x9F2CAC85
2009-08-08-14-02-16-296 : 0x0BA0 : Information : CRC (Module Partial): 0x129D316F
2009-08-08-14-02-16-390 : 0x0BA0 : Information : start: tell file check
:

:

2009-08-08-14-02-17-609 : 0x0BA0 : Information : Create process succeeded
2009-08-08-14-02-17-640 : 0x0BA0 : Information : Process returned: 0x00000000
2009-08-08-14-02-20-156 : 0x0BA0 : Error : CDataCollector::GetFileInfo(653) : failed to open: C:\Program Files\NORTONINSTALLER\{0C55C096-0F1D-4F28-AAA2-85EF591126E7}\_lck\_{0C55C096-0F1D-4F28-AAA2-85EF591126E7}G (32)
2009-08-08-14-02-20-203 : 0x0BA0 : Warning : CDataCollector::ProcessNode(163) : could not find toolsArray array node
2009-08-08-14-02-20-203 : 0x0BA0 : Warning : CDataCollector::ProcessNode(163) : could not find EventLog array node
2009-08-08-14-02-21-640 : 0x0BA0 : Information : //////////////////////////////////////////////////////////////////////////
2009-08-08-14-02-21-640 : 0x0BA0 : Information : Start: Rollback
2009-08-08-14-02-21-640 : 0x0BA0 : Information : //////////////////////////////////////////////////////////////////////////
2009-08-08-14-02-21-640 : 0x0BA0 : Information : Resolving : %INSTALLING%=0
2009-08-08-14-02-21-640 : 0x0BA0 : Information : Start: Process Stop Running Applications
:

:

 

From the above information, I hope that an expert from Symantec can help to figure out what wrong with my re-installation of NAV2009.

 

[edit: Fixed page width.]
Message Edited by shannons on 08-10-2009 11:03 AM

Dragon3964:

 

One thing that you cannot do is install one kind of Norton product over the top of another Norton product.  If you still have the Norton Removal tool, you will need to run it at least twice with a reboot between each run to remove as much as possible.  If you have any other security products on your machine, you will also need to remove them.  If you have a firewall program on there as well, you may also need to remove that, because N360 also has a firewall and may have corrupted the prior program.

 

You will be able to download the latest version of NAV from here rather than from the disc which is outdated.

 

http://nct.digitalriver.com/fulfill/0184.078

 

 

The Removal tool, if you need it again is here.

 

http://service1.symantec.com/SUPPORT/tsgeninfo.nsf/docid/2005033108162039

 

Download them both before you begin.

Delphinium:

Thank you for replying my message.  I did ran through not 2 but 3 times of Norton Removal Tool with reboot after each time.  I don't have any other security / firewall software products.  I even disable Windows firewall.  I got the latest NAV09 and N360 on-line from Symantec.  The Symantec Support Chat room even used their version to load to my computer.  All results were not able to install the product.

Dragon3964:

 

Please run a Hijackthis log for us to see if anything can be removed there that may be blocking.

 

http://www.trendsecure.com/portal/en-US/tools/security_tools/hijackthis

 

Also, if you don't have a good cleaner on board, you can try this free one to remove any leftover Symantec entries.

 

http://www.filehippo.com/download_ccleaner/

 

 

Please try the following:

1. Run the removal tool multiple times(2-3 times, restart the computer after each time you run it)

2. Navigate to the following folder:

C:\Program Files\Windows Sidebar\Gadgets

3. Check if Norton.Gadget folder is present. If it is there, please delete/remove it.

4. Create a new Windows User Account with Administrator rights for temporary purpose.

5. Restart the computer and log into the newly created Windows User Account.

6. Now, try to install your Norton program and let us know the results.

yogesh_mohan:

 

Thank you for your tip.  When I try to open the Windows Sidebar folder, it denied my access to that folder even though I signed in as an administrator account.   That was the reason Norton product could not able access this folder to remove/access/modify its content.  I have to go to folder property, turn off folder file sharing, and then take ownership of that folder.  After run another Norton Removal tool, I can successfully install the NAV2009.

 

 

Delphinium: 

 

Thank you again for your help and I sure need CCleaner.