With the Norton 360 Firewall on, Word 2007 and Excel 2007 hangs up at times coming up. The problem goes away when I turn off the Norton 360 Firewall and turn on Windows Firewall.
Which version of Norton 360 do you use? You can check it from Help & Support > About in your Norton 360.
Go to the Firewall Settings, under Program Rules, check if there is any entry for Microsoft Word or Excel and whether it is set to ALLOW.
I have Version 3.0. Winword and Excel are set to “Allow”.
Please remove those entires from Program Rules. Then add winword.exe and excel.exe to the Program Rules again. You can find both files in C:\Program Files\Microsoft Office\OFFICE<version number> folder.
Perhaps I should have said winword.exe and excel.exe are set to allow with the correct location.
Sometimes, the program rules for certain programs have to be reconfigured by removing the entry and adding it once again. Please try that, then run LiveUpdate repeatedly until you see the message “No more Updates” and then restart the computer.
Well, I tried that and no fix. Word or Excel goes into the hangup one to two out of every five times I try to open them. When it does hang, I have to reboot the system to get Word or Excel to work again until the next time they hang up. They hang up either on the Office splash screen or during the virus check Norton 360 does when bringing up a file. So far, neither Symatec Support or Microsoft Support has been able to give me a fix.
Did you try turning off the Microsoft Office Scan from Norton 360 3.0?
Do you have any other Security program installed in your computer?
I've tried turning off scanning completely and still ran into hangups bringing up Word and Excel. I have no other security program installed. In fact, almost everything on this computer is a new install as I replaced the disk drive on it. The only thing I brought over from the old drive were document files. I have a desk top computer running Office 2007 with no problem. The big difference with it is it does not have Norton 360 on it. It has Trend Micro.
Some additional info is that ccSvcHst.exe (Which Norton 360 installed) is causing some problems. Whenever I get the hangup in Word 2007 or Excel 2007, I have to reboot my system to get Office 2007 working again. When trying to get the system to close down and reboot, ccSvcHst.exe will not shut down and I have to have Task Manager end it. When the system comes back up, my first instance of bringing up my IE 8 browser tells me that my last browser session was turned off unexpectantly. It gives me the option of going to my home page or to my last browser session. If I select to go to my last browser session, it goes to my home page. I never have IE 8 open when I shutdown during a Office 2007 hangup. Microsoft Support is leaning towards Norton 360 causing all of my problems. If I bring up XP SP3 in Safe Mode with Networking, I have no problem with Office 2007. Of course ccSvcHst.exe isn't running when I do that.
Have you used any other Norton products before installing Norton 360? I suspect the issue is due to the presence of remanats or due to a corrupt install. It would be better to uninstall Norton 360 using Norton Removal Tool (http://www.symantec.com/nrt) and then reinstall it.
Are you using Norton 360 Version 3.0 (which we call "standard edition") or Norton 360 Version 3.0 Premier edition. I can provide you the link to reinstall Norton 360.
Vineeth--
There hasn't been any other Norton/Symantec products on this computer. Although Microsoft support seems to be leaning towards me taking it off of this computer, I've hesitated to do that since I would rather resolve the problem. My wife's Thinkpad has Norton 360 and Office 2007 on it also but she has not had as many problems as I have had. I figure if I can resolve my problem, I should be able to address hers.
One thing I have been wondering is if I take Norton 360 Version 3.0 off of my computer to try a re-install, will I be able to do it with no problem? If I end up getting notified that I can't install it, I'll probably just go out and buy Trend Micro Internet Security since that seems to run with Office 2007 with no problems.
Message Edited by JITB on 07-07-2009 12:37 PM
Yes you can remove N360 and reinstall it again. You should have no problems with these directions and this should give you a clean installation.
1) Copy your Norton key for safe keeping just in case you need it. You should not need this but it is better to have the key on hand than to need it and not have ready access to the key. You can find a copy of your currently installed key in My Documents\Symantec\Norton 360_Key.txt.
2) Download the Norton Removal Tool from this link. Norton Removal Tool Choose the N360 v3 link and download the BUdump.exe to your desktop and the Norton Removal Tool (NRT) to your desktop. Directions are on the link page.
3) Download the latest version of N360 v3 from this link. Reinstall After Removal Choose the Norton N360 link. On the next page you can download the N360 installation software. Premium is the version with 25GB of online storage; Standard has 2 or 3 GB of online storage.
4) Run the BUdump.exe utility if you have any backups that you have run through N360. If you have not done any backup through N360 then you can skip this part.
5) Disconnect from the Internet until your system needs the connection later in the process.
6) Go to START > N360 > Uninstall and let N360 uninstall itself. It will want to reboot the machine. Let it.
7) During the booting of your system, go to Safe Mode by tapping the F8 key until the Advanced Options menu is shown. Choose the Safe Mode option (no network or command prompt).
8) In Safe Mode, run the NRT tool. When the tool is finished, click on the Reboot to restart your system.
9) Let Windows boot into normal mode now.
10) Install N360 by double clicking the file you downloaded and saved to your desktop in step 3.
11) When the installation asks for your key or says activating your product, reconnect to the internet then (plug your cable in or turn on the wireless card). [Note: The installation may not ask for your key and activate by using the previous key on the system. Your system will still need to connect to the internet at this point so updated definitions can be downloaded.]
12) Run the Live Update process manually until Live Update reports that there are no more updates to download, N360 is fully up to date.
13) Reboot your system now to insure that any components updated during step 12 are loaded properly.
14) See if your error is fixed now.
Report back here with how this works for you.
Thanks for the info. I've downloaded the files and I will try it out as soon as I get some other things done.
I didn't find that file with the Norton key on my system but I assume you are talking about the Product Key that came with my Norton 360 CD. I do have that.
I did download the BUdump.exe utility but do I have to run it since I did do a back up with Norton 360? I've decided not to use Norton 360 back up because it is too complicated to recover an individual file from the back up. I'm experimenting with other methods to back up data files to an external USB drive.
As a side note, I do have an incident open with Microsoft Support. But, I'm less than impressed with their suggestions so far. Right now, they are advising me not to remove Norton 360 but to do a few things that I don't feel will accomplish very much except to prolong getting the problem fixed. I suspect they are trying to gear me up to switch to paid telephone support to address the problem. I'm also not impressed with the rep I'm working with.
Yes, it is the same product key that came with your Norton 360 CD.
If you do not use the Online backup feature in Norton 360, then there is no need to run the budump tool.
There was another workaround for this issue. It is by deleting the normal.dot file and recreating it. I am not sure whether this will work in your case. However you can give that a try before trying the uninstall/reinstall steps.
1. Search for the file "normal.dot" in your hard drive.
2. Right-click the file and then click Delete.
3. Open Word and create a new document. Save the document and then exit Word.
4. When Word prompts to save Normal.dot, click Yes.
Note: If you have macros embedded in Normal.dot, these will not be placed back into the new incarnation of Normal.dot. You will have to recreate them.
Vineeth--
I think that may be why the Microsoft support rep wants to have me create a new user on my system. That way, each Microsoft product that I bring up with the new user will create a new configuration for that user. The problem I have going that route is I have to copy files that I may be working on to the "My Documents" folder for the new user or do a hunt and peck for them when I bring up Word or Excel.
I think I may wait to do a lot of these suggestions and get additional memory for my notebook and for my wife's notebook. She's experiencing similar problems on her notebook but not as bad as on mine. I'm pretty sure the processes that Norton 360 put on our system is causing the problems but I will try all suggestions before I decide to dump Notron and install something else.
So far, so good! I followed the suggestions to remove Norton 360 and then did the install from the file I downloaded from the "Reinstall After Removal" page. So far, I haven't had any hangups. I still have to configure the new install of Norton 360 to do the things I want it to do. But, I will do that one step at a time in case any of those things create the problem again. Once I'm convinced that this will get rid of any problems, I'll do the same thing on my wife's computer. I'd really like to know if the problem was from the install from the CD I have. The Norton 360 Version 3.0 I downloaded from Symantec seemed to install slightly different from the install from the CD.
I'm also wondering if the fact that Norton 360 was installed prior to Office 2007 had anything to do with the Office 2007 problems.
Office 2007 could have been “disturbed” by N360 being there. MSO’07 relies more on the .NET frameworks than earlier versions and also changes many system variables. With both programs heavily integrated into the OS I would say the best procedure for installing MSO’07 would be to disconnect from the any networks and disable N360 from starting. Reboot your machine and install MSO’07, then enable N360 to start again and reboot, connecting to the network after this boot.
Right now, I don’t seem to have the problems I had when I installed Office 2007 on the system with Norton 360 running. I’ll run it for a while to see if any problems come up.
My thanks to all and especially dbrisendine. I followed his instructions which had a couple of extra steps over the instructions from Symantec. Once I did the re-install of Norton 360, Office 2007 and IE 8 works without problems on my computer and my wife's computer. I suspect the fact that the install of Office 2007 was after Norton 360 was installed was the cause of the problem. When Norton 360 was removed and then re-installed Office 2007 and Norton 360 were happier with each other. I no longer have to reboot the system in order to use Office 2007 and that is great.
As a side note, I was very unimpressed with the support I got from Microsoft Support. If I had waited for them to come up with a fix, I would still have problems for the Christmas Season!