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hi citacomp - there was another post (perhaps in another forum) that i can't find right now about this particular error that appeared to be related to the status of terminal services. can you compare the working computer against those that don't in terms of how terminal services are setup? if that doesn't yield anything, can you try using terminal services on them and see if you get a failure?
mel
I saw the terminal services issue on the 360 v2 beta forum (which seems to have moved or been closed down). This is not the problem unfortunately. All the computers have the terminal services running and are set to nortons specifications. We setup the computers from the start to be able to remote desktop into them so the services have always been running.
As to what was installed before, it was eTrust 8 as the AV and we had zone alarm pro for the firewall. This version of 360 is a little funny in that although it says "small business edition", the business support side of Symantec kicks you over to the consumer side. It seems the business side works on Backup Exec, Endpoint and whatever other corporate products they sell.
I did another chat session with Symantec again yesterday. We worked on broken XP computer #3. Nothing was resolved. The agent finalized by saying we need to run a full scan (comprehensive scan) and it would then work. Nope. The 2 parts failed in that scan so I tried the pc tuneup by itself and it failed there too.
What is interesting is I ran a full scan on broken XP computer #1 and it worked. I then tried the pc tuneup and it worked. Confused, I restarted the computer and ran the pc tuneup, failure. To see if there was some type of bug in the program, I ran the full scan again and it failed. I have no clue why it worked then was not after restart.
As a side note to Symantec, I requested the case be escalated and to chat with level 2 support. I had to do this 3 times before a 2nd person entered the chat and the first person left. I later found out that they were also a level 1 technician and I am not happy about that.
I had the same problem on my computer. Symantec suggested that I delete the temporary files with something like the built in disk cleanup and then restart into safe mode and defrag the disk. It worked perfectly for me.
Darn, I just tried that on broken xp computer #1 and I could not run a defrag. We have diskeeper pro premier 2007 installed on all of the computers and it takes over instead of the windows disk defrag. The service for it will not start in safe mode.
Do you allways remote desktop into these computers? Is there a reason why these tasks are being run via remote desktop? If you go to the blogs and download the widget tool that Collin Davis created, are you able to schedule these tasks to run automatically?
We rarely use the remote desktop for work on these computers. We tired the scans both ways and it fails.
As to the widget, I downloaded it, opened the file, clicked run, then the program blew up giving the standard xxxxx has encountered a problem and needs to close. I tried to download the file again and run it on another computer but it had the same results.
The most recent chat session with support gave me this
[5:04 PM] Pramod says: Please note that we have checked all the possible solutions for this issue.
[5:05 PM] Pramod says: This is a new issue and norton 360 version 2.0 is a new product.Symantec research team is undergoing research in this issue.
[5:05 PM] Pramod says: we will release the patches for it as soon as possible and it will get updated through Live update process.
Here is an overview
Our company: We are a computer consulting and repair company with a Windows SBS 2003 network running.
Product: 360 v2.0 small business edition 10 user license
Initial Problem: PC Tuneup is giving 2 errors causing the icon in the tray to display a red circle with an x in it. The error is being given for the Internet Explorer Temporary Files and Windows Temporary Files steps during the PC Tuneup. The error displayed for both is “Error: Attempt to load the cleanup engine failed”.
Computers installed on:
Installed on 8 machines total for almost 3 weeks now
-(Group 1) 6 xp pro machines that are very similar in programs that are installed
(all 6 showed error after installation but 1 is now working for some unknown reason and 5 are still not working correctly. **All 6 of these have Norton utilities 2002**)
-1 vista ultimate machine with similar programs to the 6 above—working
-1 xp pro machine that has different software installed but does have Norton utilities 2002—not working
In total 6 machines are not working properly
Steps taken for all computers before help requested:
All windows OS’s have been updated
All Norton 360’s have been updated
Broken XP Computer 1 (group 1) (not documented very well, so steps maybe missing and most likely are. w/Norton chat support + both of us remote connected into the computer)
-Uninstalled Norton Utilities 2002
-Restarted
-Ran Norton Removal Tool
-Restarted
-Went into the registry and deleted the Symantec folders under current user and for the computer. Searched for AuditInProgress and AuditInMode in the registry w/no matches.
-Installed N360S200.exe that was downloaded from the Norton chat agent. 360 asked for serial number on installation.
-Ran scans and appears to work
-Restart computer and run scans again, displays green checkmark and no error.
**I wanted to see if Norton Utilities 2002 was the problem so after I worked on computer 2 by myself, I reinstalled utilities 2002 onto computer 1. The error reappeared w/red x. I then tried the same repair steps as computer 2 on this one and it resulted in green checkmark + error.
Broken XP Computer 2 (group 1) (worked on independently @ the computer)
-Uninstalled Norton Utilities 2002
-Restarted
-Ran Norton Removal Tool
-Restarted
-Went into the registry and deleted the Symantec folders under current user and for the computer.
-Deleted Symantec shared folder from common files folder
-Installed N360S200.exe that was downloaded on computer 1. 360 did NOT ask for serial number on installation.
-Ran scans and appears to work
-Restart computer and run scans again, error shows back up but displays green checkmark.
Broken XP Computer 3 (group 1) (used Norton chat support + both of us remote connected into the computer)
-Uninstalled Norton Utilities 2002
-Ran Norton Removal Tool
-Restarted
-Download N360S200.exe to desktop
-Went into the registry and deleted the Symantec folders under current user and for the computer.
-Deleted Symantec shared folder from common files folder
-Installed N360S200.exe that was downloaded. 360 asked for serial number on installation.
-Ran scans and appears to work
-Restart computer and run scans again, error shows back up but displays green checkmark.
**agent claimed that it already ran and since there was nothing to cleanup, it gave that error. I then quickly went to 10+ websites so there would be something for the cleanup to clean, but the error was still there. Restarted the computer, surfed around the internet, ran cleanup again, error still there.
As the test on broken xp computer 1 appears to show, Norton utilities 2002 appears to cause this error.
Why does the xp computer that is working not have this problem anymore since it does have Norton utilites 2002 installed?
Why did broken xp computer #2, broken xp computer #3, and attempt 2 on broken xp computer #1 generate a green checkmark but the cleanup still shows the error?
Interesting.
First of all. Please keep in mind this is a forum for personal products and yours is definately a company product.
This is the url to the company forum
https://forums.symantec.com/
It sure looks like it is Norton Utilities 2002
You sday it runs for about three weeks now. What was running before?