NIS 2010 download fails to install, BSOD

NIS 2010 was purchased by a friend as renewal for NIS 2009, which worked perfectly for a year. The initial NIS 2010 installation on 10/5 apparently ran for a week or more, when it failed with notice that it had expired and all protection was off. Reinstallation of the original download failed with pattern of installation up to about 54%, when it broke with message :Uninstalling", followed by "collecting and compressing error logs". When in "compressing error logs' stage the computer was almost frozen - it took 1/2 hr to reach 10%, enen it was terminated.

 

Downloaded and ran NIS Removal tool - it completed normally. Reinstalled NIS from firsr download - the failure pattern described above repeated.

 

Reran Removal Tool, downloaded and ran an new copy of NIS. Same failure.

 

Friend's computer is off line - I need help getting NIS 2010 working.

Hi! BillFF,

 

I seen in your post's subject line that a BSOD occured.  I will be working with Delphinium on this case.  Delphinium will be working on verifying whether or not the affected system is clean of malware or infected with malware.  I will be working on the BSOD that was mentioned.  I would like you to provide as much information as you can from the Blue Screen.  Blue Screens do not typically indicate a malware infection but instead a hardware problem.  This does not in any way preclude the possibility of malware being present/not present on the system; it just means that your problem could be multi-part.  Which means it has a high probability of having a malware infestation and a hardware problem.

Hi,

 

If a BSOD is caused then there should be a minidump created in c:\windows\minidump. In this location you would files with time stamps on it. Could you please attach the latest of it all and that way we can see whether it is a hardware problem or not.

NIS 2010 was purchased by a friend as renewal for NIS 2009, which worked perfectly for a year. The initial NIS 2010 installation on 10/5 apparently ran for a week or more, when it failed with notice that it had expired and all protection was off. Reinstallation of the original download failed with pattern of installation up to about 54%, when it broke with message :Uninstalling", followed by "collecting and compressing error logs". When in "compressing error logs' stage the computer was almost frozen - it took 1/2 hr to reach 10%, enen it was terminated.

 

Downloaded and ran NIS Removal tool - it completed normally. Reinstalled NIS from firsr download - the failure pattern described above repeated.

 

Reran Removal Tool, downloaded and ran an new copy of NIS. Same failure.

 

Friend's computer is off line - I need help getting NIS 2010 working.

I replied several says ago, with requested log files attached, but do not see that post on the board.

 

Since then NIS was reinstalled and updated again successfully. ~360 days remaining on subscriprion.

Ir ran for about 2 days before failing. My notes on specific error messages are at customer's site.

The bottom line is that Icon in notification area disappeared, desktop icon became unusable for starting program. Several minutes after clicking the desktop icon Quick Fix opened. Ordering Quick Fix to proceed produced a blank Quick Fix window with no evidence of action. Task Manager showed xxplayer.exe running at near 100% cpu. Quick Fix ran for about 15 hours with no progress information and this morning finally displayed that the fix failed and NIS license was expired.

 

Norton support options offered from web have been grossly incompetent and ineffectual.

I used my Symantec Enterprise telephone support contact this morning to ask for a work around to get to Norton support. The Symantec contact person was competent as always; however she forwarded my call to Norton tech support at 877-832-2810, which rang without an answer. Another Norton dead end.

 

The history at this point is a first purchase of NIS 2010 which came with an inoperative product key; a second full price purchase to get a wotking activation code; a series of installations, failures, problem solving attempts that have consumed 10s of hours; and a complete failure of the product and Norton technical support. I recommended that the customer renew NIS 2009 to 2010 as 2009 had worked well; I regret getting her into this mess.

 

I request that Symantec quality control read this, understand it as a red flag, and reply.

 

 

Sorry for the aggravation BillFF.  As this is a user to user help forum, it may take some time for it to get to the right people at Symantec, but I will flag it to the attention of the Mods.

Thanks for reply delphinium. Did my post with log files reach you?

Hi BillFF:

 

No the logs did not reach me.  I have been keeping an eye on this thread, but I didn't realize that there might be a post somewhere else.

I will check under your user name to see if it is somewhere in another forum.  Every once in a while, our reply editor throws an error and a post doesn't get made.

 

Further info:

 

No further posts are showing.  Are you able to try again.  I would be interested in the GMER.  Others will have a look at the dump logs.

Message Edited by delphinium on 10-28-2009 11:03 AM

OK, thanks for checking.

Attached to this post:

1. gmer scan result

2. a series of 3 minidumps from early in troubleshooting

__________________________

 

send failed - "log" is the only valid extension - .txt and .dmp were rejected

I took a quick look at the crash dumps.  The actual crash is in k9filter.exe which is part of K9 web protection.

Many times multiple security products do not play well together:  In this case NIS 2010 and K9 are in conflict. 

 

This likely explains why live update is not working for you since K9 is filtering/crashing when Norton tries to live update.

I would recommend finding an update to K9 or removing K9 entirely.

 

NIS 2010 actually has Parental Controls, which hopefully meets your customer needs.

 

Yes, thanks for your observation.  

I removed K9 as we moved further into the troubleshooting.

Here is a later dump file - nor sure if it cane after removing K9 - will get latest dump files this evening.


BillFF wrote:

Yes, thanks for your observation.  

I removed K9 as we moved further into the troubleshooting.

Here is a later dump file - nor sure if it cane after removing K9 - will get latest dump files this evening.


We've found that removing a conflicting application can still leave artifacts behind that persist in conflicting with NIS.

 

Have you done all or any of the following?

1.  Removed all folders linked to K9, especially those in user folders and in program files.

2.  Gone to the K9 website and found an app for cleaning up after K9 was removed.

3.  Used a good registry cleaner (CCleaner has a free one available at ccleaner.com) to clean up the registry.

 

Also, if this doesn't solve the problem, it might be good to remove NIS since it is possible that K9 interfered with its installation.  My recommendation in that case would be finding and using the Norton Removal Tool (links plentiful available in this forum) to remove the product and then following steps 1. and 3. above for Norton/Symantec artifacts.  Finally, re-install Norton.

I used only Add/Remove to delete K9 - will follow your suggestion for deep clean, thanks.

Norton 2010 Removal Tool was used before each of the 3 or so reinstallations of NIS.

There does not appear to be any problem in the GMER BillFF, not to say there might not be a malware issue, but if so, it is not a serious issue.  Hopefully the clean installation will resolve the problems.

 

Best wishes.

 

 

Many thanks to sgalbrai for the prompt assistance. It is greatly appreciated.

Good news from GMER, thanks to all for assistance.

I will work on the problem tonight and report results.


BillFF wrote:

I used only Add/Remove to delete K9 - will follow your suggestion for deep clean, thanks.

Norton 2010 Removal Tool was used before each of the 3 or so reinstallations of NIS.


This may already have been mentioned, but other security products are also problematic in tandem with Norton.  One in particular that has been noted a lot is Spybot Search & Destroy.  Its Teatimer application has prevented successful installations of Norton.

This last dump is actually a physical hardware problem.  Hard to diagnose on XP, but did any hardware or drivers change?  This happens sometimes with graphics GPU upgrades, RAM changes, or can be indicative of a power supply failing.

 

 

The hardware has not been touched, and no intentional driver changes.

The computer is several years old but runs as before.

Is there a  Dr Watson or computer health log in XP that might shed more light?

I don’t know if it is useful to you BillFF, but I have had some BSOD problems of late as well, due to the many Microsoft updates and others in an attempt to match 3 operating systems, and service packs.  The problem with mine seemed to be audio drivers for Realtek.  I had to try a couple of updates to find one that was stable in my 2 year old machine.

Thanks delphinium. I appreciate the difficulty. 

Here are highlights from my work on the problem this evening

1. Picked up from last session. Auto Fix window displayed 'License is Expired', Status: Not fixed. hsplayet still running at 30% cpu, with 12 hrs of cpu time logged. Exit Auto Fix, got msg 'Norton Premium Services & one click support player has encountered a problem and needs to close. (failure in ModName ntdll.dll ModVersion 5.1.2600.5755). Cleared scheen.

2. Checked for K9 residue found none (no cleanup tool available from vendor). Ran ccleaner. Restarted.

3. Ran past download of Intelligent Updater. Error 3047,53 Some installation files are corrupt.

4. Downloaded and ran new copy of Intelligent Updater 2009 1028-038-v5i32.exe. Failed again with same message as before: 'Some installation files are corrupt'. Error report showed the last module failed with msg. 'CRC failed in VIRUSCAN.ZIP', This has happened with each previous attempt to use Intellignet Updater.

5 Attempted to start NIS from desktop shortcut. It started, displaying monitor in 'At Risk' state, with with Run_LiveUpdate 'Not Available' and with antivirus, antispyware, and email protection Off. Clicked Fix. Protection Updates ran and LiveUpdate completed (6 downloaded & installed). ccSvcHst continued running at 90% cpu. After about 5 minutes Fix Now completed with green check and the 'Off ' items were turned 'On". NIS appeared normal and healthy

6. I left computer and NIS in exactly that state. We have seen this before, with NIS monitor indicating normal operation, and a day or two later NIS fails.

I'll report what happens this time.