NIS2010 & Add On Pack 4.0 installation problems

Norton Security | Norton Internet Security
1

I have just re-installed NIS 2010 on my PC and when I tried to download & install Norton Add On Pack 4.0 I get a notification:-

 

"a problem has occurred that needs your attention:" "This version of Norton Add-on Pack is incompatible with the version of NIS or Norton 360 present on the machine." & a technical support link.

 

Following the link and instructions I download another version of Norton Add On Pack 4.0 to my desktop, and upon double clicking and running the downloaded file I arrive back at the notification above.

 

If I close the notification Norton download Manager starts up a "Retry" window (retry is the only button). If I retry I end up back at the notification screen above, if I close the notification screen and the "Retry" window I get a warning that the package is not yet installed.

 

Unfortunately the next time I start the PC the download manager tries to install the program again.

 

How can I stop this endless loop? 

 

 

I am running NIS2010 (version 17.1.0.19) and Windows XP Home Edition service pack 3.

2

Hi WazzaB,

 

How did you reinstall NIS 2010 on your computer? Did you uninstall it via control panel or did you run the removal tool (removal tool can only be run if you have no other Norton products on your computer)? Did you already have Norton Add-On Pack installed beforehand? 

And finally - please excuse all the questions - from which link/download location did you download the Add-On Pack?

Message Edited by Yaso_Kuuhl on 11-13-2009 10:12 AM
3

Hi Yaso_Kuuhl... wow quick reply.

 

I unistalled a previous version (NIS2009) using the Norton Removal Tool.

 

Yes, the NIS2009 had a Add On Pack installed.

 

I downloaded the Add On Pack by following the NIS2010 front page "Web" section "Parental Controls" and then folloing the  link at the bottom of the OnlineFamily.Norton web page.

 

I don't mind the questions, I know it's hard to solve PC problems when you're not sitting in front of the PC.

 

Bubble wrap is more fun with a hammer :smileyhappy:

4

Hi WazzaB,

 

Welcome to the community!

 

I see why you are getting this incompatibility message. NIS 17.1.0.19 is not compatible with Add-on pack (AOP) version 4.0.

 

You may need to download and install Add On Pack version 4.1, which will be compatible with NIS  17.1.

 

Thanks,

 

TomV

Norton Forums Moderator

Symantec Corporation

<<Edit: removed incorrect information>>
Message Edited by TomV on 11-13-2009 02:07 AM
5

If you had Add On Pack 4.0 installed before patching to NIS 17.1, then it will continue to work fine. However, if you remove the product and do a fresh install of AOP 4.0 over NIS 17.1 then you will get this incompatibility message.

 

-Tom

6

Cheers Tom.

 

Is there a way I can stop the download manager/installer from automatically kicking in every time I start up?

7

WazzaB,

 

Can you check in the system configuration utility to see if there are any entries pertaining to NIS download manager. 

 

To launch the system configuration utility:

 

1. Click start > Run

2. Type msconfig

3. In the system configuration utility, go the start up tab, and check if there are any entries pertaining to the download manager.

 

Also, you can check in the scheduled tasks. Let us know how you get on.

 

Edit: You can download the latest version of AOP (4.1) from the link given in the product. The updated version of AOP should be available for download anytime soon.

Message Edited by TomV on 11-13-2009 02:12 AM
8

Thanx muchly Tom,

 

It was listed in the system configuration utility, I unchecked it and it has now stopped trying to reload each time I restart the PC.

 

I will give it a day or 3 and try download the AOP again.

9

Happy to help WazzaB.

 

-Tom

10

Update:-

 

I downloaded Add-On Pack 4.1 today and installed it.

 

All is working well (on 2 PC's now) :smileyhappy:

11

Thanks for letting us know that everything is working well. 

 

Tom