After the update to 17.6 I can't open the UserInterface. My tray icon is visible and all systems are green, but there is no way that I have access to the main window. When I open my Internet Browser (IE8 and Firefox) I can open the settings menu. How can this be corrected?
<<Edit: Subject edited for clarity>>
Hi wandculb,
I had the same problem. After updating to 17.6 and rebooting, right-clicking on the icon in the system tray opened a small blank page with no options above the icon. Then, double left-clicking on the system tray's icon would open up a blank tan colored empty GUI with nothing visible on the GUI screen.
Right-clicking on the desk top's icon to open options, then clicking on "open" would once again open a completely blank GUI.
In my case, Webroot Spysweeper was running and did an update right after NIS 2010 updated to 17.6...and before rebooting to activate 17.6.
Shutting down WRSS, then deleting NIS 2010 via the 1st of 2 uninstall options and reinstalling NIS 2010 did not solve the problem. NIS 2010 would not reinstall correctly for me. So, I found some old folders and files of NIS 2008 stuff left over from a couple of years ago. I removed/deleted/uninstalled all old traces of anything related to NIS that may have caused a conflict with the update to 17.6...then performed the 2nd, more thorough version of uninstall.
This time a clean install of NIS 2010 started from the beginning, downloading the older 17.1 version. A couple of manual Live Updates and reboots got the 17.6 version downloaded and finally working as expected. It took some time, but other anti-malware applications or the old NIS leftovers may have interfered with the 1st update attempt to 17.6.
Bottom line: It may take a complete uninstall and reinstall to get it working, as it took for me.
I had a similar issue but a couple of reboots corrected it - may be worth trying.
All,
If you're currently seeing this issue, can you check inside C:\Program Files\Norton Internet Security\MUI\17.6.0.32\09\01 and C:\Program Files\Norton Internet Security\MUI\17.6.0.32\images and let me know how many files are in each of these directories?
In the C:\Program Files\Norton Internet Security\MUI\17.6.0.32\09\01 there are 40files. And the folder
C:\Program Files\Norton Internet Security\MUI\17.6.0.32\images contains only 1 folder (3511KB). I also tried to open from the uistub.exe file but the interface won't open.
Hi Wandculb,
We'll need to gather logs from this issue in order to better determine the cause.
Here are the instructions on gathering logs:
1) Download SymNRA from this KB Document - http://www.symantec.com/norton/support/kb/web_view.jsp?wv_type=public_web&docurl=20080507162141EN
2) Follow the instructions on the document. However, on Step 2 item 6, check ALL the boxes in the Advanced Options.
3) Reproduce the issue (try to open the Main UI)
4) Click Finish - you may be asked to reboot.
5) Fill out the survey again, and make sure to check all the items in Advanced Options again.
6) After information is gathered, it will display the location of the logs.
Once you have the logs ready, please send me a Private Message and I'll send you the instructions on where to upload the file.
Hi wandculb,
I've sent you a Private Message (
icon on the top right portion of the forums). Please check this when you get a chance.
I am having this same issue and I was wondering if you could help me as well.
In my C:\Program Files(x86)\Norton Internet Security\MUI\17.6.0.32\09\01 folder I have 3 files
and my C:\Program Files(x86)\Norton Internet Security\MUI\17.6.0.32\images I have no files at all
Thanks for your time
I'm experiencing the exact same problem with my OEM version of Internet Security 2010 installed on a Vaio running Windows 7 64 bit. It started after a definitions update or some other sort of automatic update on or after 4/6/10. My C:\Program Files(x86)\Norton Internet Security\MUI folder contains two subfolders- 17.6.0.32, which has a last modified date of 4/12/10, and 17.5.0.127, which has a last modified date of 4/13/10 (perhaps left over from a failed attempt to reinstall today). The 17.6.0.32 subfolder does not have a 09 or images subfolders, only subfolders "0a," "0b" and "16."
Anyway, any help resolving this issue would be appreciated.
Hi dtmcdonald,
Your failed attempt to reinstall might be contributing to this issue. If you had uninstalled prior, the 17.6.0.32 directory (which is a day older) would have been removed.
OEM builds differ slightly in their directory structure. Can you tell me how many files and folders are in your MUI\Version Number sub-folders? If you could get me a file list, that would be great!
ichigopop and dtmcdonald,
Can you follow the steps in THIS POST, and then send me a Private Message when you have the information ready?