NIS System Tray icon missing

Norton Security | Norton Internet Security
21

Vineeth,

Is it of any use to send a log file when everything is operating normally? This problem is definitely sparodic.

Bob

22

Not really..... However if you get a chance to reproduce the issue and collect the logs, please let me know.

Vineeth--

23

Hi BobHY:

 

Keep rebooting and eventually it will happen.

 

That's when the SymNRA tool comes into play.

 

It uses the Microsoft Event Trace utilities which will hopefully trap it.

 

Patience. :smileyhappy:

24

I rebooted twice this morning and the system tray icon would not show up. I could not start NIS from the Start Menu either - nor could I run LiveUpdate from the Start Menu.

 

I uninstalled NIS 2010 and reinstalled.  Then I checked this forum and found Vineeth's message about using SymNRA. I have installed it and rebooted.  Of course, the NIS icon is present and Report Assistant tool window is showing.

 

I checked the XP event log and noticed that and error occurred during one of the earlier boots:

 

Service Control Manager - event id 7000

The Intuit Update Service service failed to start due to the following error:

The service did not respond to the start or control request in a timely fashion.

 

Clicking Finish in the Report Assistant prompts for a reboot so I clicked "Cancel".

Since everything is working (for now), I tried to end the SymNRA process with Task Manager but it won't let me.

 

It would be nice if you could terminate the Report Assistant without rebooting and repeating the process over and over!

 

 

 

25

Hi RonCzap and others.

 

I checked the Event Viewer Logs in XP when this first happened.

 

Unfortunately there is no data in them to isolate it. I am still using the SymNRA tool to monitor.

 

This is just an update.

26

I installed SymNRA Report Assistant and kept rebooting until the icon failed to appear in the system tray.

 

I clicked Finish in the tool and rebooted.

 

I scanned my C: drive and could not find any ErrLogs folder - it seems SymNRA was not able to detect/log the problem.

 

I am trying again...

27

Hi RonCzap:

 

Please follow this procedure exactly.

 

http://www.symantec.com/norton/support/kb/web_view.jsp?wv_type=public_web&ssfromlink=true&sprt_cid=1e289e42-0836-46d5-bc59-735e89bba4c2&seg=hho&ct=us&lg=en&docurl=20080801181832EN

 

Were the Logs submitted?

 

Let us know.

28

Plankton, Thanks! I didn’t perform the steps right the first time but the ZIP file was created when I did it right. However, the upload failed according to the log: Uploading: C:\Documents and Settings\Ron Czapala\My Documents\Symantec\ErrLogs\Otherbf7ce77e.zip SubFolder: Other failed (12029) I think I will start over since the icon always appeared during this last cycle of reboots.

29

Hi RonCzap:

 

If you have trouble with the NRA we can start over (to submit.)

 

Try the submittal again and post back. Thanks.

30

Plankton,

   Well, I kept rebooting unitl the icon failed to appear and then created the Report Assistant zip file.

 

It failed to upload again.

 

Is there a way to FTP the file to Symantec?

 

BTW - I noticed 4 occurances of ccsvchst.exe running in task manager prior to creating the zip file. 

Two were listed in all caps and two in lower case. 

 

Are you a Symantec employee?

31

I would like to report ther same problem on a system running XP Pro SP3.  I did a clean uninstall of Norton and it didn't do any good.  On the next reboot the icon disappeared and the UI wouldn't load when I clicked on the program icon.  Windows seems to think it is running.

32

I am running XP sp3 with NIS 2010 also. Tried many things including

  • Complete remove and re-install; worked for two boots then no icon or NIS UI
  • stopping all startup programs for 5 minutes after reboot; no effect
  • No noticeable items in the event monitor

Would be really nice to have Symantec comment on this, even if it is just to let us know the firewall and anit-virus are really functional, as the Control Panel Security center implies.

33

I downloaded and installed the Norton Report Assistant per Message 20 

I kept rebooting until the icon failed to appear in the system tray and then following the instructions for the tool to create the zip file

 

Sending log file information to Symantec Technical Support to create the zip file.

 

The tool's upload failed but I contacted Vineeth who gave me instructions on how to FTP the zip file to Symantec.

 

I hope they can find and fix the problem soon. I have reinstalled twice in an effort to fix the problem.

34

Hi RonCzap and others:

 

I am attempting to work with Symantec in order to help isolate the Root Cause of this problem.

 

Please do not attempt a uninstall and reinstall, since that will not create a curative solution.

 

What I would suggest is using the SymNRA tool, as Vineeth has suggested to produce the logs and send them, which might have information critical to the solution.

 

What you can do for now, is reboot until everything works (if you can) and leave the system in that state.

 

TIA

 

 

35

I  am also plagued by this problem. I contacted support chat three times in the last week. Each time the problem was "solved" temporarily. Needless to say, the problem has once again surfaced. I am sure many Norton users are cheerfully using their computers without noticing that the Norton icon in their system tray has disappeared and that their protection has failed. I assume the solution is to get rid of Norton and install a competitor's product. I wonder what my chances are of getting a refund from Norton.

36

BushPig, when the tray is present would you please go into the Security History and choose to Show Errors (last item on the Show pull-down menu.) Are there any entries? If so, can you try to choose one where the timestamp corresponds to the tray icon disappearing and reply to this thread with the Error Id and/or Instance Id? With that I might be able to help you understand what is causing this.

37

Reese,

     I have checked NIS history and the XP events logs.  No errors appear. I have had the NIS icon not appear right after booting and also just disappear hours and hours after the last boot.

 

You can not start the program from the Start Menu either.  This is happening to many people and just started in the past week or so.

38

 

RonCzap wrote:

Reese,

     I have checked NIS history and the XP events logs.  No errors appear. I have had the NIS icon not appear right after booting and also just disappear hours and hours after the last boot.

 

You can not start the program from the Start Menu either.  This is happening to many people and just started in the past week or so.

 

 

Thanks RonCzap for the additional information. I wouldn't necessarily expect anything to show in the XP event logs but I'm disappointed that you don't have anything in the NIS Error history. I would expect an entry for the case of the icon disappearing.

 

As Tim pointed out in a seperate message (maybe in a different thread), this issue is being researched. I was just hoping to do a little more research myself.

 

When the program won't start from the Start Menu, check in Task Manager for instances of ccSvcHst running. I suspect that there'll be one there running in the context of the current user and that is preventing the Start Menu item from launching. You might try disabling Tamper Protection, terminating the aforementioned instance of ccSvcHst, waiting a minute and then launching the Start Menu item.

39

Although a different product

 

I have come up Task Manager icon disappearing and not able to open Norton with N360v4  until a restart then everything is Ok

 

Which actually figures with N360v4 with the NIS / NAV technology.

 

Quads 

40

Reese, there are no entries. I have the icon running now by virtue of rebooting. When the icon is not present, Norton cannot be started by clicking on the short-cut or the program itself in the list of programs. This is very frustrating. For example, I use this computer for my one-person consulting business. My clients will not be impressed that my computer is not secure. I can understand that problems occur. However, I cannot understand that three chat sessions with support did not solve the problem, particularly when I was advised each time that the problem was solved. This seems to be a widespread problem and, as I said, I expect that, at a minimum, some computer users are not aware that Norton has ceased to function since there is no warning other than the absent icon.