Norton 360 Premier questions possibly causing problems with Win 7 SP1 & IE9 downloads

My question has to do with my Norton 360 Premier program that I have installed on my computer, but I think a little background might be helpful.

I have an Acer Aspire AX3910-U3012 Desktop computer, which came with Windows 7 Home Premium preinstalled.   I can’t begin to describe the level of frustration that I am feeling right now.   I have been trying, without success, to download Windows 7 Service Pack 1 for x64 based systems and the Windows Internet Explorer 9 also for x64 based systems.  This has been going on for many months and after exhausting pretty much every suggested option, including temporarily disabling my antivirus program (which by the way did not make me too happy and should not even be necessary), along with the Mr. Fixit and other assorted troubleshooting variations including the system update readiness tool, the Hotfix patch KB947821, repair bat, uninstalling previous Windows updates, trying to download only one of the updates at a time and trying to install Internet Explorer 9 from an alternate source (I used the weather channel and Gmail).  The error codes that I have gotten are:  #80246007 and #80092004 and ERROR_NOT_FOUND (0X80070490) and Failure Configuring Service Pack.   To top it all off, I am now having issues when I start my computer (in other words I am getting a message that says, Windows cannot start) and when I close Internet Explorer, I am getting a message that says:  Internet Explorer has stopped working A problem caused the program to stop working correctly.  Windows will close the program and notify you if a solution is available.  There is actually no problem; I am just finished with the Internet.  After a considerable amount of research and emails with both Acer and Microsoft, I am hoping I may have found a solution; however, one thing that came up was to make sure that your antivirus application does not scan the files in the %windir% \SoftwareDistribution directory on any computer on which Windows Update Agent is installed.  I have looked all through my Norton 360 program and the Norton website (forum and Q&A section etc.) and I have not been able to find anything on how to eliminate the above mentioned file from scanning. Also, I have noticed that when I pull up my Norton 360 program that the pictures that accompanied each section (PC Security, Identity, Back Up and PC TuneUp) are no longer there (any thoughts as to why they disappeared).  The other part of the solution involves a complete and total back up of our data.  So my questions are: where/how do I keep the above mentioned file from being scanned and could this actually be causing all of my problems?  When I do my data back up, will using my Norton online back up be sufficient or should I also back it up on disc as a safety precaution and will I need to reinstall my Norton 360 Premier Program and if I do, will it just pick up where it left off (as far as the subscription, log in etc.).  I apologize for the length and detail, but this whole situation is giving me fits and I want to fix it once and for all.  I thank you in advance for taking the time to read this and for any help and/or suggestions. I hope this makes sense.

 

Thank you.

t3

This is my second forum post; my original more detailed forum post was on 11/16/12 under author name t3. I never got a response to my original forum post, but I still need help. I have Norton 360 Premier (version 6.4.0.9) (I update regularly) & am having major issues w/my Acer Aspire AX3910-U3012 Desktop & trying to download Windows 7 Service Pack 1 & Windows Internet Explorer 9 for x64 based systems (along with other problems that are probably all connected). I’ve been in contact with Acer & Microsoft as well as extensive research of my own. One thing I found was: make sure that your antivirus application does not scan the files in the %windir% \SoftwareDistribution directory on any computer on which Windows Update Agent is installed. I’ve looked in my Norton 360 program & on the Norton websites Q&A and Norton 360 forum. I have been unable to find anything on how to keep the above mentioned file(s) from being scanned. How do I do this? (Could it be causing my problems?). I have to do a System recovery & complete & total back up prior to the system recovery, When I do the back up, is it better to use Norton online back up or should I back it up on disc instead or both? Will I need to reinstall my Norton 360 Premier Program, if I do, will it just pick up where it left off (as far as the subscription, log in etc.)? I am also having problems when I open my Norton 360 program, there were originally icons for each section (PC Security, Identity, Back Up and PC TuneUp) are no longer there and when I click on the Support button on the top something is not right. Again, there is more detailed information in my original forum post mentioned above. I see no point in trying to fix the problems w/out getting the answers, if I am missing something or there is a better way to fix things, please advise. Any assistance will be greatly appreciated. Thank you in advance. Terry

Hi t3 and sorry no one replied before now.

 

The reason for that probably has to do with the fact that you are presenting a Windows problem...Not being able to install SP1.

 

I have 3 computers running Norton, that I had no trouble installing SP1 to my Win7 installations. Norton should not be an issue.

 

I see you have searched for solutions, but maybe you did not see this one from the Microsoft Community.

 

http://answers.microsoft.com/en-us/windows/forum/windows_other-windows_update/windows-7-cant-install-sp1/163dc7c5-3684-45f1-905b-46c52a03ac67

 

If this information does not help, you should ask your question there, where there are more Microsoft Experts.

 

When you get Windows sorted out, come back here if Norton is giving you any trouble.

 

 

 

 

 

Hi and thank you so much for your response and information (it was included in information that was sent to me by microsoft).

I apologize for the confusion of my posts, I am not actually presenting a windows problem, I merely thought some background information might be helpful.  I think the problems I am having may be caused by my Norton 360 Premier program.  Part of the information I found said  : make sure that your antivirus application does not scan the files in the %windir% \SoftwareDistribution directory on any computer on which Windows Update Agent is installed.  

I’ve looked in my Norton 360 program & on the Norton websites Q&A and Norton 360 forum. I have been unable to find anything on how to keep the above mentioned file(s) from being scanned. How do I do this?

Also, since I am going to have to do a system recovery and complete and total back up before the recovery, I would like to know,  when I do the back up, is it better to use Norton online back up or should I back it up on disc instead or both?

Will I need to reinstall my Norton 360 Premier Program, if I do, will it just pick up where it left off (as far as the subscription, log in etc.)? 

Lastly, I am also having problems when I open my Norton 360 program, there were originally icons for each section (PC Security, Identity, Back Up and PC TuneUp) that are no longer there and when I click on the Support button on the top something is not right.  I am guessing this will correct itself if I have to reinstall it or is there something else I need to do.

I hope this makes more sense.  Again, I apologize for the confusion and thank you for your assistance and time.

t3 


t3 wrote:

Hi and thank you so much for your response and information (it was included in information that was sent to me by microsoft).

I apologize for the confusion of my posts, I am not actually presenting a windows problem, I merely thought some background information might be helpful.  I think the problems I am having may be caused by my Norton 360 Premier program.  Part of the information I found said  : make sure that your antivirus application does not scan the files in the %windir% \SoftwareDistribution directory on any computer on which Windows Update Agent is installed.  

I’ve looked in my Norton 360 program & on the Norton websites Q&A and Norton 360 forum. I have been unable to find anything on how to keep the above mentioned file(s) from being scanned. How do I do this?

Also, since I am going to have to do a system recovery and complete and total back up before the recovery, I would like to know,  when I do the back up, is it better to use Norton online back up or should I back it up on disc instead or both?

Will I need to reinstall my Norton 360 Premier Program, if I do, will it just pick up where it left off (as far as the subscription, log in etc.)? 

Lastly, I am also having problems when I open my Norton 360 program, there were originally icons for each section (PC Security, Identity, Back Up and PC TuneUp) that are no longer there and when I click on the Support button on the top something is not right.  I am guessing this will correct itself if I have to reinstall it or is there something else I need to do.

I hope this makes more sense.  Again, I apologize for the confusion and thank you for your assistance and time.

t3 


As  I have mentioned, I did not have to make any exceptions in Norton to install Windows Updates. As you are going to restore your system, This should clean up any problems and allow Updates to work properly.

 

How are you doing the restore? If it is the factory restore that comes with new laptops, you will have to check for any trial versions of security software. If there is anything other than 360 Premier, you will have to fully remove that with the removal utility from that  software.

 

A complete and total back up before the restore would depend on how much data you have. I know of no system that could be fully backed up in 25GB of storage, so you will need to use an external drive or another partition on your system. If you use Identity Safe, be sure to export the data to a thumb drive or CD in both the DAT and CSV formats. You will need that to restore your logins.

 

After your full system restore, your will have to reinstall your 360. If you are already using the latest version (2013) the easiest way is to log into your Norton Account and click on the Download button beside your current subsctiption. This will download and install a preactivated copy of the latest version of your product. You will need to run LiveUpdate manually a few times, rebooting as necessary, until no updates are available.

 

At this point, you should be able to create your online Identity Safe vault, then import the Identity Safe backup you made before this process.

 

At the end of this, your 360 program icons, buttons, etc should all be restored. Another benefit is your system will probably perform much better with everything cleaned up.

 

Let us know if there is anything else you need before or after this process.