Cannot re-install N360: "An unrecoverable error has occurred. Please click Technical Support"

Norton Security | Norton Internet Security
1

Hello,

 

trully sorry to bother with this issue but have tried to find the solution on the forum and even the thread which seemed to be similar did not provide the right solution so far. Issue and steps followed so far are:

- have hade N360 for 6months, everything working fine;

- notice like 2 days ago that Norton is not openned in my taskbar anymore (right after I tired to solve a few network issues);

- when I tried to open Norton at the time, was giving an error message saying that there was an issue with "uiStub.exe";

- went to search some solutions on the net which was saying it was some register issues, tried a few regedit and cleaning (like using ccleaner) with no success;

- finally decided to remove and re-install Norton as last resort. Used the Norton Removal tool several time, took off all residual files, did a full check for viruses on the computer at the same time just in case

- logged into my Norton account, downloader N360 v5, after downloads, starts installing, the install screen comes and go twice for like half a second and I have the error message mentioned in the topic...

 

I'm quite puzzled and simply need help have reached the max I can do alone.

 

Thanks a lot

2



Still not solved. Have tried the following (as advised on other posts):


- Downloaded and Saved the Norton Removal Tool to the desktop.

- Downloaded and Saved Norton 360v5 Standard to my desktop.

- Went Offline

- Ran the Norton Removal Tool three times, rebooting each time

- launched the intallation (even tried it in XP Safe Mode)

 

and still the exact same issue as before, ie. installaton screen appears for half a second, disappears, comes back for another half second and then disappears forever. That's it...

 

Going to eventually check if I have some malware (using malwarebytes or superantispyware) stopping Norton to install but did already try Eraser which found nothing...

 

Could it be something totally different coming from an issue in the Registry avoiding to install another version or because the computer considers I already installed N360 on already 3 computers? But then again I would expect an error message somewhere, whereas so far the best I got was the one in the headline: "An unrecoverable error has occurred. Please click Technical Support" with no further details...

 

Somebody please help!

 

Thanks

3

 

It is like something is blocking the installation file, probably something left somewhere (registry, ...) from the previous Norton which the Removal Tool failed to take out.

 

Is there a better purge which could be done maybe?

4

Hello,

 

trully sorry to bother with this issue but have tried to find the solution on the forum and even the thread which seemed to be similar did not provide the right solution so far. Issue and steps followed so far are:

- have hade N360 for 6months, everything working fine;

- notice like 2 days ago that Norton is not openned in my taskbar anymore (right after I tired to solve a few network issues);

- when I tried to open Norton at the time, was giving an error message saying that there was an issue with "uiStub.exe";

- went to search some solutions on the net which was saying it was some register issues, tried a few regedit and cleaning (like using ccleaner) with no success;

- finally decided to remove and re-install Norton as last resort. Used the Norton Removal tool several time, took off all residual files, did a full check for viruses on the computer at the same time just in case

- logged into my Norton account, downloader N360 v5, after downloads, starts installing, the install screen comes and go twice for like half a second and I have the error message mentioned in the topic...

 

I'm quite puzzled and simply need help have reached the max I can do alone.

 

Thanks a lot

5

Try this:

 

http://support.microsoft.com/kb/260897

 

 

6

Thanks Yank but unfortunately did not work. Same consequence.

 

It is really in the first seconds of the installer that it fails (and it tries twice to launch apparently), what does it checks at that time? Could it be old keys left in the registry which blocks the thing?

7

Hi GMRD,

 

I was able to understand the issue that you are facing with your computer. You said you have ran a virus scan. Can you be specific on how did you run the scan and what was the software used. My suggestions will be that try to restart the computer to safe mode and try to install Norton. This should fix the problem. If you think that the computer might be affected with a virus try to run the Norton Power eraser to confirm the same.

 

www.norton.com/npe

 

if the above mentioned steps doesn't work you can go to the link mentioned below and download the Norton 360 from the link mentioned below.

 

www.norton.com/n360s_5

 

Also make sure that the file downloaded should be the size of 115 - 118 MB not less than that

 

 

 Regards,

8

Hello Dinesh,

 

thanks for your time, I already tried this earlier (ie. use of NPE which did not find anything), then download using the same link you provided (file is 116mo) and then try to run it under safe mode and still same issue... it launches, screen appear with the roll in the center, then goes away, starts again, then fully gone...

 

Have done it another time just to be sure, but same result.

9

Hi GMRD,

 

 Since you have tried all the basic steps to fix the problems. Lets try to do some other steps to take care of the issue.

1. Try to run the Norton removal tool and uninstall the norton and then manually delete all the files thats says Symantec or Norton. Try to reinstall norton and see that works.

2. If that doesn't work check whether you have anyother third party softwares in the computer. If you have so remove the same and it might fix the problem.

3. If not try to remove the temp files and the prefetch files and then try to reinstall the norton.

4. If the above mentioned steps doesn't work please try to run CHKDSK on the computer (http://support.microsoft.com/kb/315265 ).

 

You can also try all the above mentioned steps as one step and then try to install norton.

10

 

Dinesh, have tried all of those without success (CHKDSK says my disk is clean). In prefetch, am i supposed to get rid only of the files related to Norton or symantec or all of them?

 

Have also deleted in the Registry any entry with Norton or Symantec in it. Same on the hard drive.

 

Have even ran malwarebytes & superantispyware just in case and it found nothing.

 

Really looks like the N360 v 5 installation programs finds something bothering him right at the start as it really stops during the first seconds of its initialisation process. Like a key telling him he cannot continue the install...

 

My system did not change lately so not worried about 3rd party softwares... Once again, just noticed one day that the N360 icon in the bar was not there at startup and was not able to launch N360 anymore (had an error about uistub.exe). Hence the uninstall process, etc.. and unable to re-install since then!

11

Hello GMRD ,

 

By reading all this , i understand you have tried a lot to fix this problem.

 

My suggestion to you is to create a new user account with admin rights and try to install the product.

 

It can be an issue with the corrupted user account.

 

Let me know if this works.

 

Cheers !

12

Thanks Aalim, I just tried this as well and the same issue remains.

 

Something is really stopping the installation at the beginning.

 

Is there a way to see (like a log file) the errors bloking eventually?

Could it be because I used the three licences I had already or is it checked at a later stage in the installation process? (to be clear the third licence is the one of this computer, ie, the one I un-installed and is trying to re-install now)

Maybe the initial issue I had which disconnected Norton and lead to the uninstalling process is still what blocks the new installation (what can create an issue with uistub.exe?)...

 

Thanks

13

This is a problem with installation and not with activation.Issues with activation comes at a later stage and not now.

 

Lets try one more step.We can try running the reset registry tool and try installing the product once more.

 

Please follow the below mentioned steps and try if this works.

 

1.To download and install the SubInACL tool, read the Microsoft document http://www.microsoft.com/downloads/details.aspx?FamilyId=E8BA3E56-D8FE-4A91-93CF-ED6985E3927B&displaylang=en Note: Do not change the default install path while installing SubInACL tool. Reset the registry permissions Note: Make sure that you have logged on to Windows with an account that has Administrator rights.

2 Click Start > Run.

3 In the Run dialog box, type the following text: cmd

4 In the command prompt, type the following text: notepad reset.cmd

5 Click Yes, when you reveive the prompt to create a new file.

6 In the Notepad, copy and paste the following text:

cd /d "%programfiles%\Windows Resource Kits\Tools" subinacl /subkeyreg HKEY_LOCAL_MACHINE /grant=administrators=f /grant=system=f subinacl /subkeyreg HKEY_CURRENT_USER /grant=administrators=f /grant=system=f subinacl /subkeyreg HKEY_CLASSES_ROOT /grant=administrators=f /grant=system=f subinacl /subdirectories %SystemDrive% /grant=administrators=f /grant=system=f subinacl /subdirectories %windir%\*.* /grant=administrators=f /grant=system=f

7  In the Notepad File menu, click Exit.

8 Click Yes, when you reveive the prompt to save the changes.

9 In the command prompt, type the following text: reset.cmd This will take several minutes to complete.

10 Exit the command prompt.


Now try to install the product before making sure that there are no entries of the previous version in your computer.

 

Let me know the result.

14

 

Thanks aalim, I have done this (it takes indeed a few minutes, 9 to be precise).

 

Have then ran Norton Removal Tool once again, rebooted, got rid of any other folder/file with Norton or Symantec written in it I could find, cleaned the registry using ccleaner (which took a few additional entries with Symantec out ) and then tried to launch the install after downloading again a new clean version at www.norton.com/n360s_5

 

Issues unfortunately remains....

 

Is there some specific keys in the registry I should be looking for without the word Norton or Symantec written in it and where something might remain?

 

Any other thing which could block the install? Any way to grab a potential error message doing the installation step by step or have a log of it?

 

Thanks

15

The installation is not getting started to get it captured in the error log for installation.

 

Can you run windows updates and confirm if the windows is up to date ?

16

did that yesterday actually as though it might be an issue with the installer or something.

 

No more updates to install (either critical or optional) linked to Windows XP.... says all is up to date

17

Can you confirm if you have a 32 or a 64 bit OS ?

 

To find that,perform the below mentioned steps:

 

Open the Start menu, and click on Programs -> Accessories -> System Tools -> System Information 

 

The right hand side of the window you will see a list of items. Look for the item called "System Type".

 

The value of this item will tell you whether your computer is 32-bit or 64-bit:

  • x86-based PC: It’s a 32-bit computer.
  • x64-based PC: It’s a 64-bit computer.



18

It is a 32 bit computer.

19

actually managed to find a log of the Norton Installer where at the end of it he issue is identified and there are a few errors in the middle. Not sure there will be enough info to find what is exactly blocking but at least it shows why the screen goes and come back twice as it clearly tries twice after a 2s timeout at the end.

 

So here is the extract from the log files with the errors:

 

2011-09-09-10-03-38-421 : 0x0BB0 : Error : CEngineWrapper::Load(67) : failed to initialize Engine: C:\Program Files\NortonInstaller\{0C55C096-0F1D-4F28-AAA2-85EF591126E7}\N360\562C4DD5\5.1.0.29\engine.dll (0x80010300)
2011-09-09-10-03-38-421 : 0x0BB0 : Error : CInstallManager::LaunchEngine(1936) : failed to load engine: 0x8000ffff

 

then:

 

2011-09-09-10-03-39-437 : 0x0B8C : Error : DING::CUtils::LoadResourceModule(1085) : Error: 87, Unable to load resource module:
2011-09-09-10-03-39-437 : 0x0B8C : Error : CInstallUIFrame::Initialize(50) : instUI.loc was not found
2011-09-09-10-03-39-453 : 0x0B8C : Error : CInstallUIWrapper::Load(87) : engine IInstallUIFrame::Initialize failed (0x80004005)

 

and:

 

2011-09-09-10-03-40-390 : 0x0B68 : Error : CEngineWrapper::Load(67) : failed to initialize Engine: C:\Program Files\NortonInstaller\{0C55C096-0F1D-4F28-AAA2-85EF591126E7}\N360\562C4DD5\5.1.0.29\engine.dll (0x80010300)
2011-09-09-10-03-40-390 : 0x0B68 : Error : CInstallManager::LaunchEngine(1936) : failed to load engine: 0x8000ffff

 

to finally:

 

2011-09-09-10-03-41-078 : 0x0B8C : Information : Finished: Extract Package: 0x00000000
2011-09-09-10-03-41-078 : 0x0B8C : Error : FAILURE: Hint: 12, HR: 0x8000ffff
2011-09-09-10-03-41-078 : 0x0B8C : Information : URL: ?module=9003&error=12&OS=5.1.2600.3.0.0&a=8000FFFF&b=1&c=0&language=0C.01&product=Norton%20360&v=6.9.0.47&version=5.1.0.29
2011-09-09-10-03-41-093 : 0x0B8C : Information : setting timeout to 2s
2011-09-09-10-03-41-093 : 0x0B8C : Error : failed to create settings Manager: 0x80010300
2011-09-09-10-03-41-109 : 0x0B8C : Error : WinHttpSendRequest call failed, ErrorCode=12007
2011-09-09-10-03-41-109 : 0x0B8C : Information : setting timeout to 2s
2011-09-09-10-03-41-109 : 0x0B8C : Error : failed to create settings Manager: 0x80010300
2011-09-09-10-03-41-109 : 0x0B8C : Error : WinHttpSendRequest call failed, ErrorCode=12007
2011-09-09-10-03-41-109 : 0x0B8C : Information : engine returned: 0x8000ffff (reboot: 0)
2011-09-09-10-03-41-109 : 0x0B8C : Information : BB::CProcessStartupPriorityMgr::Stop(1209) : !m_cfg.GetEnabled()
2011-09-09-10-03-41-187 : 0x0B8C : Information : Start: 232812, End: 237875, Total: 5063
2011-09-09-10-03-41-187 : 0x0B8C : Information : MiniStub: Returned (0x8000ffff)

 

 

Not sure this will help but cannot harm... I also attached the full file to this post just in case.

20

Help? anybody? not sure how long I can keep my PC without protection...

 

Thanks