Get Help results in detecting and NOT fixing installation issues

Archive
1

I run Norton Get Help each morning

Here is a log I have been keeping that shows Norton is defecting installation errors from time to time.  Not every morning, however it is happening regularly.

I would like to understand why this is happening...

Log is below

Running Autofix each morning

Where nothing is recorded results were Norton Autofix Results: 0 item(s).

As of March 8, 2024

Norton 360

22.24.2.6

Windows 10 Pro

22621.1.amd64fre.ni_release.220506-1250

Norton Autofix Results: 0 item(s)Norton 360

As of March 13, 2024

Run after windows fixes were applied.

Norton 360

22.24.2.6

Windows 10 Pro

22621.1.amd64fre.ni_release.220506-1250

Norton Autofix Results: 1 item(s)

Installation :: Success

Then run again.

Norton 360

22.24.2.6

Windows 10 Pro

22621.1.amd64fre.ni_release.220506-1250

Norton Autofix Results: 0 item(s)

As of March 22, 2024 @ 21:20 AEST

Norton 360

22.24.2.6

Windows 10 Pro

22621.1.amd64fre.ni_release.220506-1250

Norton Autofix Results: 1 item(s)

Installation :: Failed

Rebooted and ran Autofix again, this time.

Norton 360

22.24.2.6

Windows 10 Pro

22621.1.amd64fre.ni_release.220506-1250

Norton Autofix Results: 0 item(s)

As of March 22, 2024 @ 22:36 AEST

Norton 360

22.24.2.6

Windows 10 Pro

22621.1.amd64fre.ni_release.220506-1250

Norton Autofix Results: 1 item(s)

Installation :: Failed

Followed advice on Fix Norton installation problems to fix the issue

As of March 22, 2024 @ 22:20 AEST

Norton 360

22.24.2.6

Windows 10 Pro

22621.1.amd64fre.ni_release.220506-1250

Norton Autofix Results: 0 item(s)

As of March 24, 2024 @ 07:45 AEST

Norton 360

22.24.2.6

Windows 10 Pro

22621.1.amd64fre.ni_release.220506-1250

Norton Autofix Results: 1 item(s)

Installation :: Failed

Followed advice on Fix Norton installation problems to fix the issue

As of March 24, 2024 @ 08:40 AEST

Norton 360

22.24.2.6

Windows 10 Pro

22621.1.amd64fre.ni_release.220506-1250

Norton Autofix Results: 0 item(s)

Followed advice on Fix Norton installation problems to fix the issue however I have done this many times and it fails to rectify the problem permanently.

 

2

Yeh I know. I am a retired IT Specialist.

This had me really thinking.

Time will tell

Appreciate your sage advice

3

sometimes a bad install happens or a file gets missing or corrupt along the way some how, only other theory i can come up with

hopefully you got the issue fixed now

 

4

Hi @9wood,

Thank you AGAIN for the reply.

I have followed all your steps and Norton is again installed and Diagnostic Report and AutoFix are clean.  

I'll let you know if the issue continues.

2024-03-25_16-03-49.jpg2024-03-25_16-04-50.jpg

5

thanks for the update

rather puzzling what is causing that as i have not had that issue before as much

usually the auto fix worked and no other problems after when i used it

the diagnostic scan is in the scan section oh its called diagnostic report

in classic mode ( i use instead of the newer look one) on scan next to live update, at the bottom of that page is the diagnostic scan to choose it will open a new window and do a more or less search for issue in various parts or features in summary

norton installation

windows installation

start up and few others

if that shows all green than i think the best option is a clean install

only other thing that comes to mind thats not related to norton but could be a issue elsewhere

command promt

chkdsk

 

and sfc /scannow

( seperate not together 2 scans not one)

 

a clean install i would use the remove and reinstall tool but choose remove ( make sure you download the program from your account, installation file(s)  )

check in the c folder program and program86 i believe it is for anything norton sometimes a folder might remain, often empty or a small file

delete those if you find any

restart and install the installer from your account

in your norton.com account under devices if i recall should show what you have and option to download

let that install and sign in

go thru the updates, apply patches restart and check again

after that shows up to date run the auto fix

 

 

 

 

 

 

6

Further to my previous response it just happened again

2024-03-25_12-20-17.jpgThe result is that I now need to run, yet again, the Norton Remove and Reinstall tool from the Fix Norton installation problems page.

I will now do this...

Any thoughts will be appreciated

7

Hi @9wood,

Thank you for the reply.

The reason I have been running Autofix is because LiveUpdate Product Updates where installing with several issues.  As you can see I am running Norton 360 22.24.2.6 but actually on Windows 11 Pro which is the most current version.

When LiveUpdate runs it never has a problem with Protection Updates.

However when LiveUpdate runs a Product update, 90% of the time I had problems in getting it to install (No other application or drivers present such issues).

What I found that that if I run Autofix it would either

  1. Catch and Fix the issue before the product update which allowed it to be successful
    OR
  2. Ask me to run the Norton Remove and Reinstall tool from the Fix Norton installation problems page that then catches and Fixs the issue before the product update which allowed it to be successful.

By running Autofix each morning I learned that 90% of the time there are NO ISSUES FOUND.  Then, seemingly randomly it would detect an issue even when there were no changes.

You asked "have you run the diagnostic tool?" 

The answer is NO.  

Can you point me to this tool?

8

not sure why you would run daily but maybe because of the issues you keep finding

the auto fix tool is good to use to fix problems

the installation issue seems a issue sometimes if you do a new install or a reinstall

usually it will tell you to restart after that runs or sometimes click here to fix type function on some ( general terms here)

have you run the diagnostic tool?

in scans at bottom run that see what it says

if that is all green ( good) than it could be you will want to use the renew and removal tool