Norton 360 v3 various issues

cgoldman · March 6, 2009, 1:11pm

Hi people

Unfortunately I have not had much success with v3. Apologies in advance for the length of this post but I will assign numbers and ask that any responses should refer to the appropriate reference.

I had Norton 360 v2 installed and operating. I downloaded the v3 update to the non premier product. (I dont say "Standard" because afaik the basis product does not say "Standard " anywhere). The installation was quite slow because of the uninstall process. I was asked if I wanted to save login data to a file which I did. The installation was without problems except as indicated below:

1. The existing subscription was not picked up (which may be because v2 was not activated), so I opened a fresh Norton 360 v2 box and entered the product key which was accepted and Norton installation was completed.

2. Programs started to appear sluggish, and then some programs failed to open. One specific program is Corel Paint Shop Pro Photo X2 for XP version 12.01. When the program is executed the mouse changes into a timer but then reverts to arrow and nothing at all happens. The program is still in existence within Task Manager. So firstly I would be interested in any Norton 360 v3 users on XP SP3, who have Corel Paint Shop Pro Photo X2 version 12.01 running.

2.1 Suffice to say that disabling firewall and av at this point has no effect, neither does a reboot, neither does specifiying each executable within the firewall settings and giving them "allow" status. Removing and reinstalling Norotn 360 v3 has no effect. When Norton 360 v3 is removed the program works perfectly.

2.2 I spent hours with tech support (the oriuginal and all the above was replicated to Symantec's satisfaction.

2.3 Disappointedly Norton only offered a 30 day extension to NIS which I then installed with a new product key. I felt this unfair considering that Norton 360 v3 was installed with a brand new (never used before on any PC) Product Key. So I seemed to have exchanged a Norton 360 product for a 30 day extension to NIS.

2.4. The problem does not arise with NIS 2009 which is good news. However, NIS detected identity log-ins and installed them for use without intervention but they are NOT the log-ins which were saved off to a file ending .NPM when Norton 360 v2 was uninstalled. Thankfully, NIS can import Norton 360 v2 identity log-ins.

2.5 What is annoying (beyond belief) is that the Symantec engineer, having remote access, closed the chat session and everything without asking and before getting help on 2.4 above, or allowing me to copy the remote chat and previous chat sessions. I tried connectme immediately using the reference 240930 but the session was closed.

2.6 During the Norton 360 v3 episode, I also receive 10014,3100 error when trying to open help support. The technician closed off the error but otherwise gave no explanation.

2.7 When Norton 360 v3 was first reinstalled it showed that the definitions were more than 8 days old. Running liveupdate made no difference because it reported that everything was uptodate. This surely cannot be correct? I note also that luall does not show up Norton 360 v3. The engineer explained that liveupdate has changed and that luall is no longer appropriate for use with Norton 360 v3. Can someone kindly confirm?

2.9 I do believe that luall previously detailed product like Winfax but now only lists liveupdate as an installed product. Its not a problem for Winfax because there are no updates, but I wonder if something is amiss.

2.10 Norton crashed several times.

2.11 I asked the technician if she would escalate the issue and come back to me, but I was told that that was not possible and I should ask again in 30 days time. Despite asking numerous times, she did not appear to make any note of the Corel product or version, my operating system, or collect any System information whatsoever. So I do not have confidence that this issue could be resolved.

2.12 The technician suggested I email her manager, but because she closed the sessions there is no log for me to look at and get that email address. What is worst is that I then started another chat session under 229761 case 090306-000712, and was advised that they have no record of the previous case. So there seems to be no chance of this problem ever getting escalated.

Message Edited by cgoldman on 03-06-2009 01:18 PM

<<Edit: removed support case Id number from the post>>

Message Edited by TomV on 03-12-2009 08:04 AM

cgoldman · March 6, 2009, 9:33pm

Hi Phil

Yes I used 360 v2 to remove v2 because this is the default action of the installation programme and afaik the recommended procedure to protect settings and ensure they are backed up and carried forward.

Yes NIS is now installed.

Not all Corel products were affected. I have never had a program with any Corel products or incompatibilities between Corel and Norton before.

I am not aware of a new release for the removal tool but will check it out. The concern I have is that Winfax is installed and I have not been able to ascertain if using the removal tool will affect Winfax installation. To reinstall Winfax and to get it to see all the previous data files is very complex and time consuming for reasons that I wont go into in this forum.

Yes, I am aware that V3 uses a different liveupdate.

thank you for your suggestion.

JonnyP · March 10, 2009, 5:45pm

I also have the Corel Paint Shop Pro Photo X2 problem since upgrading to 360 v3. I'm running PSPP X2 v12.50 (ultimate edition) on XP Home, SP3. Exactly the same thing when I try to run it, changes to a timer for a bit then nothing. It shows up in the task manager but that's about it. Interestingly, while it IS trying to run, Norton 360 doesn't respond properly - I can right click on Nortons icon in the system tray and open the Norton window, but clicking any of the options in the window (for example Tasks) does nothing until I manually close the Paint Shop Pro process in taskbar. Only then does it go to what I've clicked on in Norton.

cgoldman · March 10, 2009, 10:08pm

Dear JonnyP

Thank you thank you thank you. I have also duplicated the problem now on a separate machine. I will escalate this right now and see how we go. Keep in touch and if necessary send me a Private Message from time to time.

mumford68 · March 10, 2009, 10:27pm

Wow, if a Guru is experiencing ill effects than all is lost. Just kidding, sorry could not resist.

I do hope that you all find a solution to the problem at hand, as I do not use the mentioned programs I cannot be of any use.

Take care.

Message Edited by mumford68 on 03-10-2009 03:28 PM

cgoldman · March 10, 2009, 10:33pm

Yes, perhaps not the best thing I could have done. However, it shows an honest response. Guru’s are just ordinary guys and we can suffer the same problems as others. Thankfully, a fellow contributor in this thread has confirmed that system processes are halted when Corel is run, and this is really quite serious because not all users would know what to do at this point. If it affects Corel Paint Shop it is likely to affect other programs as well.

JonnyP · March 10, 2009, 10:38pm

Glad to be of help! Using msconfig to boot without the Norton 360 service allows PSPP X2 to run fine so it is definately v3 that’s causing it somehow. I also have Corel Painter Photo Essentials 4 which runs absolutely fine with Norton so it’s not all Corel software if that helps at all.

Chancer · March 10, 2009, 10:50pm

I am having a very similar problem except its Internet Explorer and Firefox (plus others) that do not run but do appear in Task Manager. Turning the firewall and virus off have no effect. On the initial install everything runs fine, its not until after a system restart that things stop running. Uninstalled then re-installed version 2 and everything ran fine

I am running Vista Ulitmate.

Message Edited by Chancer on 03-10-2009 10:53 PM

cgoldman · March 10, 2009, 11:09pm

JonnyP

At this point any information is useful, so yes it does help to know that Painter is oK. I myself have access to all software, so I already know it is not a global Corel issue, but just which programs are affected I have yet to discover. You did well to use msconfig, but to be sure I uninstalled Norton 360 v3 completely and of course PSPP works fine. It also works fine in NIS 2009. However I was unable to get the update to NIS 16.5 which shares common code with Norton 360 v3, so I am not sure if the problem will also appear to users of NIS 2009 16.5.

Meanwhile, some tech heads at Microsoft are given me some guidance.

If you have the time it would be very useful if you could also report this to Corel.

JonnyP · March 10, 2009, 11:15pm

cgoldman

Can do, I will contact Corel and link this thread. I tried uninstalling/reinstalling Paint Shop Pro which itself was slow and problematic as the installer causes the PSP exe to be in memory which immediatley grinds with Norton...they clearly just don't get along! :smileyhappy:

cgoldman · March 11, 2009, 1:16am

Ha, I thought about doing just that but decided that it would probably stall or that you wouldnt be able to reinstall Corel. Glad you tried it and not me. I have now submitted some data to Microsoft and am awaiting to see if what I sent contains any information. I have also asked for assistance from Symantec employees and provided the trial version of Corel for download.

cgoldman · March 11, 2009, 6:09am

OK people I have a temporary workaround - which I am tempted to call the "Return of the Zombie" but this is real life and not a movie.

OK,

What needs to happen is to unregister one of the dll's - buShell.dll

Start a command shell
- Select Start menu / Run... / type "cmd" without the quotes
Next you will change directories to
- type cd "\Program Files\Norton 360\Engine\3.0.0.134" with the quotes
Then you will unregister the dll
- type regsvr32 /u buShell.dll
- a dialog should be shown with the following text : "DllUnregisterServer in buShell.dll succeeded."

If this does not work, then you have to reboot into Safe mode (if you dont know how then search Safe Mode in your windows help)

You will loose some backup functionality like selecting files and folders from Explorer to backup.

Kindly post if this solution works for you or not please. This is very important because 3 other dll's could be causing the problem.Suffice to say it worked for me.

Chancer · March 11, 2009, 8:47am

I am work right now but I will certainly try this out when I get home this afternoon.

JonnyP · March 11, 2009, 11:06am

Success! Sorry for the delay in replying - the perils of different time zones I expect, but I have followed your workaround (it did have to be done in safe mode, at least on my PC) and I can report that Paint Shop Pro is running normally again. I can now move between the various pages of Norton with Paint Shop running so the conflict seems to be cured. Hopefully the (apparent) isolation of the dll in question can help Symantec come up with a more permanent solution down the line. I’m just pleased all is working again and also at the quick response to this problem that I only developed yesterday! :smileyhappy:

Michael_Shavell · March 11, 2009, 12:10pm

JonnyP,

What version of Paint Shop Pro were you running? I will order a copy and try to reproduce this issue in house and see what I find in buShell.dll that is causing the issue.

Michael Shavell
Senior Software Engineer - Norton 360 Backup

Consumer Products & Solutions

cgoldman · March 11, 2009, 12:27pm

Michael

I know you did not write the msg to me but can I suggest that you might want to have a look at my posting in the forum for guru's and Symantec staff. I have provided a download site for the trial version of Corel Paint Shop Pro Photo X2 12.00, albeit that I am running 12.01. JonnyP already posted in this thread that his version was "PSPP X2 v12.50 (ultimate edition) on XP Home, SP3"

I would appreciate a PM or posting here or in the other forum with your findings. After that perhaps someone would be incentivised to look at the other isues I raised.

cgoldman · March 6, 2009, 1:11pm