My NIS 2013 upgrade to 20.2.0.19 Experience

yank · October 27, 2012, 9:50pm

OMG - where to start?

Windows Vista, SP2, 32 bit, AMD Turion(tm) 64 X 2 Mobile Technology TL-50 1.60 GFHz, 2 GB Memory, NIS 20.2.0.19, Internet Explorer 9 and Firefox 16.0.2 , Windows Update current.

Starting with system running fine on NIS 20.1.1.2. Ran LiveUpdate as I knew 20.2.0.19 update was available. All downloaded OK and I was asked to Restart now or later - selected now and it went to Shutting Down. As I got dizzier and dizzier watching the Shutting Down spinner I finally gave up after somewhere around the 20 minute mark and did a forced shut down via the Power Button.

I waited a few minutes and then booted it up. That went uneventful. I then ran Liveupdate (rebooting as required) until it showed "no updates found". I smiled to myself when I did the Support About and saw version 20.2.0.19.

Clicked on my IE icon and got a blank page and the spinner showing my homepage loading, and loading and loading. I then also noticed that the NTB didn't look quite correct - as you can see, Icons, but no text and the Login assistant icon and tect are also missing.

NIS messup.png

Eventually my home page loaded and I could in fact use the vault icon to log into either vault. Yes I still had the Local and

Online Vault Option. Testing proved I could log into either vault. Also I could use the Local Vault (go to all Log-ins, select

one and it would log in (quickly as it should). For some reason Norton Community would open, populate the user name and password and then stop responding with the Login Button grayed out. Here is the result of the Details from Norton is not responding:

Description:

A problem caused this program to stop interacting with Windows.

Problem signature:

Problem Event Name: AppHangXProcB1

Application Name: iexplore.exe

Application Version: 9.0.8112.16450

Application Timestamp: 503723f6

Hang Signature: e0e9

Hang Type: 135232

Waiting on Application Name: svchost.exe:{73c9dfa0-750d-11e1-b0c4-0800200c9a66}

Waiting on Application Version: 0.0.0.0

OS Version: 6.0.6002.2.2.0.768.3

Locale ID: 1033

Additional Hang Signature 1: f438e6b3a0c8fca1aef62dd6e4d8c9f3

Additional Hang Signature 2: f57b

Additional Hang Signature 3: af751abdeffd712ce2d58ffc1b29a862

Additional Hang Signature 4: e0e9

Additional Hang Signature 5: f438e6b3a0c8fca1aef62dd6e4d8c9f3

Additional Hang Signature 6: f57b

Additional Hang Signature 7: af751abdeffd712ce2d58ffc1b29a862

Any ideas on the above? I can't folow it.

Further testing with FF 16.0.1 (then updated to 16.0.2) produced a normal Norton Toolbar, complete with text and everything

functioning as quickly as it should on a broadband connection. I later checked it with both a wireless connection and an ethernet connection and it worked the same way regardless of which type of connection I used. It was still very very slow on IE9 and fast on FF.

I have NIS 20.2.0.19 and IE 9 on my Win 7 desktop, so I went thru all the settings on my Vista lptop, matching them to the settings in IE9 on my desktop - no change - yes, I did restart IE 9 on the laptop for the changes to take effect.

I played around with opening Norton Account via the NIS UI and Norton Management via the NIS Widget. Norton Account opened normally, while Norton Managemnt signd in and showed retrieving device information - but with only like half of a stationary spinner, and never did load any devices - I gave up on it after about 5 minutes, and closed it down. I then ran the Get Support - and no problems reported.

Scratched my head and decided to run the RnRT - ran it and it made it through and then here is what got me.... after the uninstall is complete it requires a restart - which I selected Restart Now and it went thru the normal shutting down and restarted (it did not hang as it had during the Restart Now from the Engine upgrade earlier). The RnRT started bck up and finished it's job and I ended up with 20.2.0.19 - after 2 runs of Liveupdate totaling 13 updates. I had both the Local and the Online Vault still available - but the Norton Toolbar, nor it's flawed performance changed. Everything stil good in FF 16.0.2.

I once again ran Get Support and it reported all was fine again and also ran the Norton Account and Manage widget and left the widget "Retrieving" for about 10 minutes - it finally did get the information and displayed it. It was correct also.

I have also checked the different Scans and they all start as they should - although I did no run any of them until completion. I also ran a MBAM free on demand scan and that was clean. I see no sense in running the NPE or other scans in safe mode.

I did some more checking and noticed in Task Manager that the processes were different on my Vista laptop than they were on my Win 7 desktop. The User Name was missing for the ccsvchst.exe entries as shown below. Please notice the second entry is spelled diffeent with captial letters included (ccSvcHst.exe) as opposded to the entry with a user name. Also if I select show processes for all users, thee is another set of two with one spelled the same as above with no user name. Also please notice that the one without a user name is associated with NIS.

NIS Mess up in task manager.png

I really do not want to do a clean install (although running the NRT may help) as I would like to keep the Local Vault. I do know how to get it bck by going back to IS 2012 and then upgrading over the top from there - but do I really want to do all that?

As I said all things seem to point to IE9 - anyone know or have any thoughts on uninstalling and reinstalling IE9? Also thoughts on resetting the settings to default - would it help?

I also have tried to Restart the system a few times - using the Start Button > shut down option of Restart and also used reboot and the system reacts as it should without hanging on Shutting Down as it did with the Norton Restart ow or later during the Initial restart after the Engine download via LU.

Like I said I am at the point of being lost, confused and ready to shut it down for the day and try anew tomorrow - but any suggestions I can receive over night will be considered as helpful - I am out of ideas other than the clean install and maybe even a total cleaning of the plug and play drives.

Any help appreciated.

Sorry for the long winded post.

Apostolos · October 27, 2012, 10:07pm

Hi Yank,

I suspect a faulty NIS upgrade which caused the events described.

Things you can try BEFORE uninstall and reinstall NIS.

a) Try to reset IE9, Internet options, advanced, reset IE.

b) if it doesn't work, go to Control Panel, installed updates and remove IE.

Then, download a fresh copy of IE, or via Windows update with all the updates.

c.) Uninstall NIS and run NTR then install again.

If all the above do not work then you will need extra troubleshooting and the use of the Event manager etc...

Regards,

yank · October 27, 2012, 11:13pm

Apostolos wrote:
Hi Yank,

I suspect a faulty NIS upgrade which caused the events described.
Things you can try BEFORE uninstall and reinstall NIS.

I have alredy run the RnRT, so I have accomplished the uninstall and reinstall and using the tool gave me a clean download of NIS to use.

a) Try to reset IE9, Internet options, advanced, reset IE.

So you think a reset will help, even though I have matched all of the settings in IE to a similar install of NIS 20.2.0.19 and IE 9 that has upgraded flawlessly? That's the question I need an answer to - will it help? This is on my things to try list for tomorrow as stated above. I keep wondering if something is awry in IE9.

b) if it doesn't work, go to Control Panel, installed updates and remove IE.
Then, download a fresh copy of IE, or via Windows update with all the updates.

Yup, that's on my list of possiibiites for tomorrow also as stated above, but thanks for confirming that is a possibility.

c.) Uninstall NIS and run NTR then install again.

That's exactly what I am trying to avoid because of losing the Local Vault.

If all the above do not work then you will need extra troubleshooting and the use of the Event manager etc...

Excellent idea - I keep forgetting about Event Manager, I think I'll have a look first ting tomorrow s that laptop is put to bed for the night - I'm fed up with it!
Regards,

Thanks for your reply, I'll comment in line to keep it simple:

Thanks for taking the time to respond.

F_4_E · October 28, 2012, 7:22am

Hi yank, I seem to remember someone saying that if you overinstall V 20.2.0.19 over the earlier 2012 version, that you need to have Local Identity Safe open. I didn't, and I ended up with the online vault. Other than that, it was a trouble free install, after using the Norton uninstall facility. Needless to say, I've gone back to the 2012 version 19.9.0.9 and I'm staying there with my Local Identity Safe. I'm not convinced by Symantec's argument, that we'll all be better off......... NOT !

elsewhere · October 28, 2012, 8:34am

yank wrote:
[...]

Scratched my head and decided to run the RnRT - ran it and it made it through and then here is what got me.... after the uninstall is complete it requires a restart - which I selected Restart Now and it went thru the normal shutting down and restarted (it did not hang as it had during the Restart Now from the Engine upgrade earlier). The RnRT started bck up and finished it's job and I ended up with 20.2.0.19 - after 2 runs of Liveupdate totaling 13 updates. I had both the Local and the Online Vault still available - but the Norton Toolbar, nor it's flawed performance changed. Everything stil good in FF 16.0.2.

[...]

Hi yank

I did encounter an issue similar to yours with IE9 and AppHangXProcB1 during the NIS 2013 beta testing but this was resolved by installing a later beta build.

When you ran the Norton RnRT, did it remove the Norton Management Agent as well? If it didn't, try uninstalling the Norton Management Agent and then keep it off your system for the time being until we can get this issue sorted out. This will eliminate the Norton Management agent as a possible cause. Sorry, I'm not familiar with the Norton Management agent so there may be some caveats associated with uninstalling it that you may need to take into consideration.

SGFC · October 28, 2012, 11:51am

I looked at my processes on Win7. I only have two ccsvchst.exe's one for my account name and the other for SYSTEM. All lower case letters for ccsvchst.exe

So I'd recommend using NRT and reinstalling NIS. Even though you do not prefer that suggestion.

Apostolos · October 28, 2012, 3:00pm

Hi Yank,

I'd like to add to my previous post, that no matter what procedure you will decide to follow, run also the sfc /scannow tool from an elevated command prompt, to see if there is something corrupted in Windows.

Also, while trying to upgrade to the latest version of NIS, why did you forced the shutdown process?

Did you have a dimmed screen mentionning "Waiting for backgroung programs to close" or something similar?

What service or program appeared IF you saw a similar screen?

Let us know the results.

Kindest regards,

yank · October 28, 2012, 4:34pm

Apostolos wrote:
Hi Yank,

I'd like to add to my previous post, that no matter what procedure you will decide to follow, run also the sfc /scannow tool from an elevated command prompt, to see if there is something corrupted in Windows.
Also, while trying to upgrade to the latest version of NIS, why did you forced the shutdown process?
Did you have a dimmed screen mentionning "Waiting for backgroung programs to close" or something similar?
What service or program appeared IF you saw a similar screen?
Let us know the results.

Kindest regards,

I force shut down because it was hung up - no dimmeed screens, no addtional messages. This occured after I had selected Restart Now and was totally out of the Norton upgrade portion - had already seen the Logged Off and then the spinning with Shutting Down.

"All downloaded OK and I was asked to Restart now or later - selected now and it went to Shutting Down. As I got dizzier and dizzier watching the Shutting Down spinner I finally gave up after somewhere around the 20 minute mark and did a forced shut down via the Power Button.

Quick question, could something be corrupt in Windows if everything works fine using FF 16.0.2? I would think all was fine in Windows.

sfc/scannow sound slike a good project while I'm watching a football game or NASCAR later today!

Thanks for the addtional info.

yank · October 28, 2012, 5:01pm

@ F4E - I believe the comment you are referring to was in regards to being logged out of Norton Account (so as not to give the Online vault option). When I updated the Win 7 desktop that is functioning 100%, I remained signed into the Norton Account (as I am always signed into it. Chances are probably around 95% that I ws signed into my Local Vault on NIS 2012 on the laptop prior o upgrade....and I still have the locl vault.

@ elsewhere,

No I did not remove the Norton Management prior to running the RnRT, nor did the RnRT remove it as it is still present and I have not uninstalled it. Remove of NM may be a thought for later.

@ SGFC,

I also have two ccsvchst.exe's all small letters on two other systems with the similar System and User names as you have.

@ All,

First thanks for all the suggestions.

OK - here is where I am at right now.

I have Reset IE 9 ASettings to default - no help.

I have removed IE9 (which installed IE 8) and went thru everything again to verify the same ill results with iE8 as IE9.

Reverted back to IE 9, same bad results.

Double checked everything working as advertised in FF 16.0.2.

I'll update more later.

Apostolos · October 28, 2012, 5:13pm

Hi Yank,

Did you try the sfc /scannow tool?

Also, please check your Event Viewer and report any Application or Windows or hardware errors during the time of the update from one version of NIS to another.

It seems to me that during the update something didn't grab correctly with IE.

I hope that there will be no corrupted dll etc because if this is the case, I'm afraid that you will not avoid a clean installation in order for your system to work properly.

Let us know the results..

Regards,

yank · October 28, 2012, 10:20pm

The scf/scannow tool came back clean.

I did check Event Viewer and I saw the following under Windows Logs > Security> Audit Failure occurring at the times I not only did the upgrade, but also the following day I did ran the RnRT. I didn't see anything else I felt was curious.

Log Name: Security

Source: Microsoft-Windows-Security-Auditing

Date: 10/27/2012 11:53:41 AM

Event ID: 5038

Task Category: System Integrity

Level: Information

Keywords: Audit Failure

User: N/A

Computer: DY-PC

Description:

Code integrity determined that the image hash of a file is not valid. The file could be corrupt due to unauthorized modification or the invalid hash could indicate a potential disk device error.

File Name: \Device\HarddiskVolume1\ProgramData\Norton\{0C55C096-0F1D-4F28-AAA2-85EF591126E7}\NIS_20.2.0.19\Definitions\BASHDefs\20121005.002\BHDrvx86.sys

Event Xml:

<Channel>Security</Channel>

</System>

<Data Name="param1">\Device\HarddiskVolume1\ProgramData\Norton\{0C55C096-0F1D-4F28-AAA2-85EF591126E7}\NIS_20.2.0.19\Definitions\BASHDefs\20121005.002\BHDrvx86.sys</Data>

</EventData>

</Event>

I'm ready to pack it in for today nd give some of the Norton folks a chance to see this since they have been off all weekend.

I'm not sure - but it looks like the old NRT route from here.

Thanks for you help and if you can add anything after seeing the error,please let me know.

Apostolos · October 28, 2012, 10:35pm

Yank,

"Code integrity determined that the image hash of a file is not valid. The file could be corrupt due to unauthorized modification or the invalid hash could indicate a potential disk device error.

File Name: \Device\HarddiskVolume1\ProgramData\Norton\{0C55C096-0F1D-4F28-AAA2-85EF591126E7}\NIS_20.2.0.19\Definitions\BASHDefs\20121005.002\BHDrvx86.sys "

To me it looks like NIS installation failed at some point.

In my opinion, either you should reinstall NIS 2013 after running NRT and lose local ID vault for now as there is a small chance that Symantec will support it again in a next update, or revert back to NIS 2012.

Wait a little to collect more opinions and I hope that everything will work ok for you.

Kind regrads,

yank · October 28, 2012, 10:40pm

Apostolos wrote:
Yank,

"Code integrity determined that the image hash of a file is not valid. The file could be corrupt due to unauthorized modification or the invalid hash could indicate a potential disk device error.

File Name: \Device\HarddiskVolume1\ProgramData\Norton\{0C55C096-0F1D-4F28-AAA2-85EF591126E7}\NIS_20.2.0.19\Definitions\BASHDefs\20121005.002\BHDrvx86.sys "

To me it looks like NIS installation failed at some point.
In my opinion, either you should reinstall NIS 2013 after running NRT and lose local ID vault for now as there is a small chance that Symantec will support it again in a next update, or revert back to NIS 2012.
Wait a little to collect more opinions and I hope that everything will work ok for you.

Kind regrads,

Thanks,

I do struggle reading and trying to understand some of the logs, and what you said confirms what I thought. I'm not really overly concerned about losing the local vault, as I know how to get it bck via NIS 202 and over the top upgrade.

I will wait to see if there are other ideas/options.

SGFC · October 29, 2012, 10:11am

The reason I mentioned ccsvchst.exe is because you had one with capital letters in it. So I thought maybe the one with capital letters was a left over from the older version of NIS.

peterweb · October 29, 2012, 2:31pm

yank wrote:

Code integrity determined that the image hash of a file is not valid. The file could be corrupt due to unauthorized modification or the invalid hash could indicate a potential disk device error.
.

Hi Yank

"potential disk device error" sounds like you may want to run chkndsk.

To check your hard disk, click on the Windows Start button. In the search box type CMD. Right click on cmd.exe and click on run as administrator. In the command prompt type "chkdsk c: /r" without the quotes. A message will come up asking if you want to check the disk on the next restart. Answer 'Y'. Reboot and the check disk will run before Windows starts up. This check will check the file system as well as the physical disk surface. This scan can take a long time, depending on the size of your hard drive.

Peter

Apostolos · October 29, 2012, 4:23pm

Hi peterweb,

"potential disk device error" sounds like you may want to run chkndsk.

Your advice is completely irrelevant.

Best,

yank · October 29, 2012, 5:02pm

Apostolos wrote:
Hi peterweb,

"potential disk device error" sounds like you may want to run chkndsk.

Your advice is completely irrelevant.

Best,

Irrelevent or not, it was run prior to your post and it came back clean.

I have removed Norton Management, restarted and there is no change. I double checked by checking Programs & Features and Norton Managment is not listed. As a triple check, I opened NIS > Manage and it opened NM, but it appears to still be monitoring the status of the PC I removed the NM agent from??

I doubt it will be any help, but I am rerunning RnRT (without NM installed) as elsewhere suggested earlier. I'll get back when it finishes.

Apostolos · October 29, 2012, 5:16pm

Yank,

I'm not sure if the RnRT tool deletes any faulty registry entries from the previous installation.

If your problem is coming back again, try also the NRT, then install NIS 2012 and upgrade to NIS 2013 via the auto-download function.

That way, I believe that you will not lose the functionnality of the local ID vault.

It is recommended after a faulty installation to use the NRT tool so the new installation will "sit' correctly on your system.

Hope this helps,

Regards,

yank · October 29, 2012, 6:07pm

Apostolos wrote:
Yank,

I'm not sure if the RnRT tool deletes any faulty registry entries from the previous installation.

It does not remove registry entires, or left overs. It does not provide anything more than a Control Panel uninstall (retaining your settings the same as sleecting Option one during a Norton uinstall).

If your problem is coming back again, try also the NRT, then install NIS 2012 and upgrade to NIS 2013 via the auto-download function. That way, I believe that you will not lose the functionnality of the local ID vault. It is recommended after a faulty installation to use the NRT tool so the new installation will "sit' correctly on your system.

Use the NRT? You are preaching to the choir. I knew two days ago before I even started this thread that running the NRT (after a Control Panel uninstall) would be my final step in trying to fix it, if nothing else workd. I was just trying to see what else may be able to fix it and see what others had tried and what worked and what didn't. I did get the experience of using the RnRT and have confirmed that it in fact returns the Local Vault.

Actully I think I will not revert to NIS 2012, but go with out a Local Vault on this laptop as I have a feeling no matter how much opposition there is, that is going to be the way it is in the future.

Hope this helps,

Regards,

Once again thanks for everyone's assistance. I have some other tigns goin on at present will do the uninstall run the NRT and then Install NIS 20.2.0.19 later today and post back.

peterweb · October 29, 2012, 10:58pm

yank wrote:

Actully I think I will not revert to NIS 2012, but go with out a Local Vault on this laptop as I have a feeling no matter how much opposition there is, that is going to be the way it is in the future.

Hope this helps,

Regards,
Once again thanks for everyone's assistance. I have some other tigns goin on at present will do the uninstall run the NRT and then Install NIS 20.2.0.19 later today and post back.

You may find that even though you run the NRT, you may still have the local vault available. Make sure you are logged into the local vault before you run NRT.

As you seem to up for a reinstall anyway, it is a good time to try this out.

My NIS 2013 upgrade to 20.2.0.19 Experience

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