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Hi
Is this a quote or a real problem?
I have the same problem. We uninstalled Norton 360 because we wanted to install Norton 360 v2.0. After uninstalling the computer could not read the CD drive, could not find the internet (wired or wireless) and is totally unuseable. We need help ASAP. We contacted Support and were told to contact Vista. That is UNACCEPTABLE. The computer worked FINE until we uninstalled this program. PLEASE HAVE SOMEONE ADVISE ASAP!!!
Thank you.
Pam
johna wrote:Try running the Norton Removal Tool.
Thanks
I couldn't have said it better. That's the best way to do it
I am sorry about your poor experience. If you wish, you can have your money refunded. That is, if you brought your product less than 60 days ago.
First uninstall Norton via the Add/Remove Programs. Then, delete:
1. All Users/Symantec Temp. Files
2. All Users/Symantec
3. All Users/Norton
4. All Users/Norton Installer
5. start>run>regedit>HKEY_CURRENT_USER>Software>delete "Norton" and "Symantec"
6. HKEY_LOCAL_MACHINE>SOFTWARE>delete "Norton" and "Symantec"
For Steps 5-6, make sure that you are on your local administrator account.Then:
1. Run Norton Removal Tool.
Reboot.
You say that Norton screwed up your computer. How? What made you replace the BIOS and the hard drive? If you could provide more details, maybe we can help you on a solution. This is a truly unique case; all the computers I have N360 on had no major problems, and neither do many other people in this forum.
Hi Everyone,
I have just had an awfull experience with support in india, i had a gung ho support person, deleting files and reinstlling software, only to have my machine only able to reboot in safe mode now and being told its my OS, and of course its my OS they have messed it up.
I initially wanted to see if i could have the parental control with norton 360 v1, support told me i needed v2 but it was a free upgrade, the techie said he could connect and do the uninstall of norton 360 and install norton 360 v2, this is where things went really bad, i was on a web connection with support from about 10.30 pm in the evening until nearly 6 am the next morning and 3 support people, at one stage i had to prove there was no problem with my OS by uninstalling everthing they had done and show that it worked ok. i also have a laptop that i connect to my lan at home wirelessly so when he tried to blame my router i could login to it and connect to him again, he then tried to blame my OS, he got me to login to my machine from safe mode and then i uninstalled everything with the remval tool and he connect again but only in safe mode, when i first logged into safe mode i fogot that the screen size would be different so could only see 2 accounts, the second time i logged in i realised and scrolled down to my other accounts and logged in, i then createted another admin account to make sure everything worked ok and it did.
i'm really annoyed that i have been left in the lurch and i am being left with the issue with no help.
what makes this worse is that i am cisco, HP and microsoft qualified, i thought i was dealing with techies that understood what they were doing.
BTW my home PC i do not use for work so i don't have anything else on it except 4 accouts one for my daughter and one for the adults nd 2 admin accounts, the guy even kept on saying i must have other security software on it, but i don't.
one of the guys who connected was far to quick with what he was doing, and it was only after trying to install the software the second time did he take his time, i have seen to many techies like this and if norton are getting people to connect to users machines they should be experienced nd not just have the qualification.
a very annoyed customer
p.s. just noticed there is someone else who could not connect ot the internet, i had the same issue, found out i could ping via ip but http, https, ftp would not work, i managed to use the remove tool from my machine without supports help and hey presto network connection again.
i would love to know who i should invoice for my time as i would have invoiced for at least 2 days working through the night, and i still need to get my workstation working, the problem is definately with norton so there has to be an easy fix, it's either registry keys that the tool deletes or the keys the techie delete
I can fully understand your feelings.
Could you do us all a favor and help yourself resolve this mess by, now that you have told us all the background and how you got to where you are, just a summary of where you are now.
With your background you will know the sort of stuff we need but:
Version of Windows including Service Packs and 32 bit or 64 bit
Version number of your N360 V1 (Help / About xx.xx.xx.xx (I think that is the format but I don't have it visible since I'm in NSI2009 at the moment)
When your subscription to N360 V1 expires and whether you set up a Norton Account when you installed it. If not do you have the KEY for the V1?
Is your system itself functioning OK after what it has been through or is it damaged?
If you can keep it simple then there's a better chance we can help you get to where you should be.
At the moment i can login but only in safe mode with networking. Version of Windows including Service Packs and 32 bit or 64 bit
32 bit, xp service pack3 fully windows patched
Version number of your N360 V1 (Help / About xx.xx.xx.xx (I think that is the format but I don’t have it visible since I’m in NSI2009 at the moment)
i fully uninstalled using the remove tool, did nothing else except to use the tool, so cannot go to help/about. i transferred the tool from my other machine via a usb key (and no it does not have virus) i have also run mcafee’s stinger on the machine as i was afraid that after 6 hrs on the internet it might have been compromised, but its ok.
When your subscription to N360 V1 expires and whether you set up a Norton Account when you installed it. If not do you have the KEY for the V1?
N360 v1 was the original version and i have a 3yr 3 x pc version installed, installed about 6 months ago, i think, i set up an account ages ago, i also had a version before N360, i will have a key, just got to remember my login, the techi used to retrieve it as well as i got annoyed with him when he asked me (for a second time)to login into it and i pointed out that i couldn’t get a network connection
Is your system itself functioning OK after what it has been through or is it damaged?
not sure if my system is damaged, i can access second drive, usb, cd, network but i can only login using safe mode
let me know if you need any more info
When that F8 boot up menu appears did you try the Last known good configuration? I imagine you did and it didn't?
If you can only log on in SAFE mode with networking then it seems to me that the first thing is to get your PC working OK, off line if you are worried. (BTW Is it the same PC that you are using to contact the Forums?)
Have you any experience in using System Restore in XP? I don't myself but I'm sure others will if you need guidance. In theory you could try using it to return the system to its state before things started going wrong with upgrading from N360 V1 to V2.
There is also a function -- System File Checker (SFC) -- built into Windows that will replace missing or damaged system files when you run it. Here's an article about it.
And, XP also has a repair install function that you can access and which tries to repair/restore damaged/missing files -- I think this needs either the XP installation disk or at least the i386 folder from it to be installed.
It is so long since I did any of this that I'd rather someone else went through it with you but you may like to read those articles on SFC and System Repair -- and note the warnings!
Ok, have sorted the safe boot problem, its long time since I’ve had to work with desktop OS's, but i remembered that the boot.ini is read only, there was an entry SAFEBOOT:NETWORK, unchecked the read only box deleted the entry, all ok now. I then used the norton removal tool, i had to do it about 3 times before it worked correctly, you can tell when it does because IE opens with the page to the download page, you have to reboot each time it fails otherwise nothing happens.I then deleted all of the entries in the registry and all folders on the machine for symantec and norton, i also noticed that there were lots of folders pertaining to norton and symantec that the removal tool had not deleted so i deleted them. i also found all of the details all of the other versions i had installed over the years i had norton on this machine from 2004 and had always used the recommended tools or support had uninstalled them for me but there was allot of residual stuff on the machine from every version. I am sending these messages from a different machine. I then tried to reinstall the software, at the end of install it does not seem to finish as the app closes but nothing happens, when I then reboot I get a load of errors, I have taken screen shots but cannot find a way to save them to this forum.
But the first is a pop up that says: ccApp.exe - Application ErrorThe application failed to initialize properly (0xc0000142). Click on OK to terminate the application.
then: SymCuw.exe - Application ErrorThe application failed to initialize properly (0xc0000142). Click on OK to terminate the application.
then osCheck.exe - Application ErrorThe application failed to initialize properly (0xc0000142). Click on OK to terminate the application.
And then i keep getting a pop for the Windows Installer. this talks about "The feature you are trying to use is on a CD-ROM or other removable disk that is not available. it asks "Insert the 'Status' disk and click OK. and "Use Source:" has the number 1 in.
windows installer also pops up when I use the removal tool. Have also noticed that in Services the "Symantec Core LC service" will not start, if I try to manually start it I get the Error 1053: The service did not respond to the start or control request in a timely fashion, but this error appears almost immediately after I select start.
thanks for your support,hope you can help,i have a feeling i might need to contact support again but as you might have guessed i am a bit reluctant to contact them as i have little faith in their abilities, if i had listened to them i would have rebuilt my machine because i had a faulty OS, its really bad that there is no recourse or ownership from norton\symantec.
just looked in event viewer, it might be a licence key problem and my be it doesn't get deleted but if you can help? Application and System:
Application:
Event Type: Warning
Event Source: MsiInstaller
Event Category: None
Event ID: 1001
Date: 26/11/2008
Time: 00:36:20
User: 2004PAXROMANA\Renata
Computer: 2004PAXROMANA
Description:
Detection of product '{8331C3EA-0C91-43AA-A4D4-27221C631139}', feature 'statusexe' failed during request for component '{2DFFBF7B-DD79-4C29-827F-1E3671795822}'
For more information, see Help and Support Center at http://go.microsoft.com/fwlink/events.asp.
System
Event Type: Error
Event Source: Service Control Manager
Event Category: None
Event ID: 7009
Date: 26/11/2008
Time: 01:33:54
User: N/A
Computer: 2004PAXROMANA
Description:
Timeout (30000 milliseconds) waiting for the Symantec Core LC service to connect.
For more information, see Help and Support Center at http://go.microsoft.com/fwlink/events.asp.
Interesting solution to the boot problem -- I wonder how NETWORK got in there?
I wish I could help you more with the rest but it's beyond my competance. Hang on for a while and see what others can do.
NETWORK: not sure but one of the guys was (what i can only descibe as) messing around in msconfig, i even asked him if he knew what he was doing as i thought he didn’t have a clue…
Have you tried to just reinstall N360? Sometimes that can help because it will set things back up to the right place again
do you know the link to that, i keep ending up on the n360v2 download.
thanks
Hi davide 12
This link is about how to post your screenShots http://community.norton.com/norton/board/message?board.id=forum_feedback&thread.id=761 Sorry I do not know the other link.
What a load of rubbish and how disappointing!!
I took your advice and reinstalled the original version i.e. 360 v1.3.0.24, it installed fine and works fine.
This means there is a problem with the 360v2 install or the removal tool, I cannot begin to explain how much time I have wasted and I know a bit about computers, I wonder how many people have had their systems trashed or should I say: they have been told the system is corrupt when in fact it is not, and then i bet they have payed good money to get it rebuilt.
As a coincidence I am actually on the phone to a fiend who has had exactly the same issue, his licence is just coming to an end, needless to say he will not be renewing.
problem is i want the parental functionlity and i have 388 days left on my subscription, can they do it?
it would be good if someone knows if it is possible to upgrade
And if you are one of the resident norton techies please don't reply saying at least its now working.