Installation issue:

Norton Security | Norton Internet Security
1

Hello all, I'm having issues reinstalling Nortor 360 that I get through my Comcast internet provider.

 

I kept getting an error 8606, 421 so I ran norton removal tool and Power eraser.

 

When I run the Norton Installer it does not finish but says its received an error.  I've tried with the installer on Comcast website and also tried to use the 30-day trial version with the same results.


I tried a different anti-virus software that was free and they did not detect anything. I have since removed this and tried again but did not work.

 

OS: Window XP sp3

Laptop.

2

Hi WaterBuffalo,

 

First of all, I hope you ran the removal tool for the free AV that you installed (in addition to removing it from the Control Panel)  you must totally remove any other AV prior to installing Norton.

 

This  NSS FAQ form the Comcast forum tells you how to initally install Norton.  while the following link supplies information as to how to remove and reinstall after experiencing problems with NSS:

 

http://forums.comcast.net/t5/Security-and-Anti-Virus/How-To-Uninstall-Reinstall-Norton-Security-Suite-after-a-problem/m-p/870735#U870735

 

Please have a look in Add/Remove Programs and see if either the trial of N 360 or the Comcast NSS is shown as installed.  The trial N 360 has ot be removed also as it is a different program than the Comcast NSS.

 

Be sure you are logged into your promary comcast account and also that you are connected for the download via your residential modem.

 

Please also let us know the exact wording of the error the installer is giving and when it occurs, during the download, the initialization or when?

3

I have done all that and still same issue. Installer does not get passed installing Norton goes directly to COllecting Error logs,

Here is how it runs

 

Extracting virus scanner, downloads latest virus definitions

 

Scanning, installs 0%, then quickly goes to Collecting error logs, Prepare to uninstall removing Norton files, compressing error logs,

 

Error: An Error report has been created that you can send to Symantec. We will treat this report as confidential and anonymous. It will not be correlated with any personally identifiable information.

 

To send this report to Symantec now, click Send (recommended)

I press send “uploading error report to Symantec and sends.

 

Next window

Installation Failed

            A common reason for installation failure is an infected computer

            Then tell about Norton Power eraser.

If Norton power eraser doesn’t solve the problem, visit Technical Support for solutions.

 

Next window:

An Unrecoverable error has occurred

Please click Technical Support for more information.

THen gives you the option "Delete Download files(which I don't think it does) or button for Technical SUpport.

 

*Its like once it hit the installation phase of the Norton Download manger it stops and goes right Collecting error log.

My control panel is clean no Norton or any other virus software installed.

4

Hi, WaterBuffalo,

 

Yank is our resident expert on Norton's Comcast variant, so I will in general leave you in his hands. However, I did want to ask, for his information as well as mine, whether you have seen any indications prior to installing Norton that caused you to wonder if you might have picked up an infection.

 

Having run another scanner that said you were clean does decrease this probability somewhat, but sophisticated types of malware, once entrenched, have ways of fooling security software you might try after the fact--so if the reason you were installing Norton was because you thought you might have picked up a nasty, it may be best for us to refer you to one of the specialized removalist forums.

 

V/R,

--DistEd2

5

Thanks for in-depth answer and description.

 

Once again, how did you remove the free AV?  What was the name of it - we'll see if there is a removal tool for it.  I ask as it may be casuing your problem - in as preventing any changes to itself that Norton Installer is trying to make.

 

You can also download and run Malwarebytes Anti_Malware Free (do not trial the Pro version) and/or SUPERAntiSpyware Free  in order to see if there may be some sort of malware present on your system as DistEd2 suggested.

6

It was Avast and I removed it by uninstalling it through Add/remove programs. It should be noted that this installation issue was happening before I used the free Anti-Virus. I also ran MalwareBytes but still had issues after there removal.

 

I also ran CCleaner.

 

This laptop is really not used anything, just internet and I also run a BOINC client software on it.

 

I will try to run MalwareBytes again and Super program

7

Here is the removal tool for the Avast - please select the one that suits what you installed, run it and at least then we'll know that it is cleaned up and is not the cause.

 

http://support.kaspersky.com/us/consumer/tools-utilities.aspx#

8

Hi yank, I've tried that and ran the Malware and Super and removed several issues but it does the same thing.

9
WaterBuffalo wrote:

Hello all, I'm having issues reinstalling Nortor 360 that I get through my Comcast internet provider.

 

I kept getting an error 8606, 421 so I ran norton removal tool and Power eraser.

 

When I run the Norton Installer it does not finish but says its received an error.  I've tried with the installer on Comcast website and also tried to use the 30-day trial version with the same results.


I tried a different anti-virus software that was free and they did not detect anything. I have since removed this and tried again but did not work.

 

OS: Window XP sp3

Laptop.

Microsoft has a Fix it tool for install/uninstall problems. I don't see any system requirements so I am not sure which operating systems are supported.

http://support.microsoft.com/mats/Program_Install_and_Uninstall/

I have another idea if that doesn't work.

10

@ Turbo - what is your other idea? The $soft Fix-IT Tool is for 64 bit systems, and if Water Buffalo’s XP system is in fact 64 bit - it is not supported by Norton according to the system requirements.

11
yank wrote:
@ Turbo - what is your other idea? The $soft Fix-IT Tool is for 64 bit systems, and if Water Buffalo's XP system is in fact 64 bit - it is not supported by Norton according to the system requirements.

Hey yank

What makes you think that? Did you find the system requirements? If so would you post them?

Or is it because of this:

 What it fixes...

    Corrupted registry keys on 64-bit operating systems

I did not take that to mean that it only runs on 64 bit systems.

Also I just ran it on my Win 7 x86 system and it ran fine.

I got this when it was done:

fixit.PNG

12

Hello all, I ran that Microsoft tool. It ran fine but Norton is not listed as a program. Anyways, my pc is not 64-bit its 32-bit and I have decided not go further with any more troubleshooting. The laptop is old and not worth our time to troubleshoot installing norton. I thank you for your help in trying to resolve this issue and hope you all have a Happy New Year!

 

 

On a side note: the only other thing I can think of is that a few weeks ago I got the blue screen of death and reinstall the drivers disk. I also tried to use the Norton bootable recovery program but I never started it.

 

Thanks for everything and your ideas!

13

Exactly - it told me that if there are any corrupted registry keys in a 32 bit XP install, then this tool would not fix them (if they were even found by the tool). Also in regards to your running it, I imagine it would run fine - just skipping what it could not find or fix.

Looks like it doesn’t matter anyway - but am still curious what your other idea was - in case this situation comes up again.

14

@ WaterBuffalo,

Hope you also have a Happy New Year and if you decide to pursue this again, you know where to find us.