Norton Error 3035,6

Norton Security | Norton Internet Security
1

My Windows 8 pc went through an update and now I am getting the above Norton Error Code when I turn on my pc.  It says to go in to the Run file and uninstall any non-Norton security products.  I can't identify any "security" related software by the names.  Following are the software company names that I can't rule out as a security product - WSE Astromenda, Synaptics Inc, Systweak Inc, Realtek, IDT, AMD.  There are also the usual software companies but nothing that looks "security" related.  Does anyone know if any of the above software company names would be associated with internet security???  Thanks in advance for any help.

2

Hi I'm new on here and don't know anything about computers My computer is doing exactly the same to me and someone  told me it sounded like  it is infected. But I don't know enough to know if this is right.

3

Hello,

 

Thanks for reporting the issue.

 

We would like to investigate the issue more by collecting logs *when the issue occurs*

 

Please go to the section Creating and Gathering Logs on this link - http://community.norton.com/t5/Forum-Feedback/Logs-User-Mode-Dumps-and-Complete-Memory-Dumps/m-p/70899

 

1) Setup for logs collection

2) Reproduce the issue

3) Once the logs have been collected, reply to this thread.

 

Thanks,

Snehansh

4

Hi fudgebabe,

To get a better idea, please call Norton Support at 877 775 5877 and a Tier-1 support rep can perform a remote login session and may be able to help you.

 

If you have changed any hardware or installed any new software (which might have a conflict with Norton Abtivirus - shortly NAV), your problem could be different.

 

Suggest you try to call NAV Support.

5

Hi, 

I am excited to see that a Symantec employee read my problem posting.

There is no virus infection problem - as I completely wiped out my PC (after data backup) to initial factory settings and  before I started on the installation of dual monitor hardware.

 

It is a USB to VGA external adapter, that works from a USB port - basically supports the dual/multi monitor capability. Startech product's model# is USB2VGAE3.


Here is the URL for the product page:
http://www.startech.com/AV/USB-Video-Adapters/USB-VGA-External-Multi-Monitor-Video-Adapter~USB2VGAE2

Like I mentioned, when I remove the installed driver, the Norton error goes away and everything functions well.

 

I had a long session with your Tier-1 support @ Phillipines and Tier-2 support at Sydney, Australia. if you want, I can give you my case number to investigate further.

 

Looks like an exception is needed to fix this problem - however, I do not know how to do an exception at the device driver level. I guess, Symantec engineers like you need to work to fix thie problem.

 

Thanks for your help.

6

Hello gasubram,

 

The issue here is one of compatibility. But Symantec would like to know whether it is our component that needs to be fixed or the 3rd party driver.

 

Getting the logs would be helpful for us to determine where/what the fault is.

 

Thanks,

Snehansh

7

The Tiwe-2 Support gathered all logs - OS related log, Event logs etc.

 

Please refer to case# 07229663 for details. The Tier-2 technicians involved were Beadley Holmes and Daniel Green (Daniel_Green@symantec.com) - both from your Sydney support center.

 

Please see if this case is still open. Otherwise, I would be more than happy to work with your team to provide the logs you need to troubleshoot this issue.

 

Please let me know how to proceed further.

Thanks!!

8

Hello Snehansh!!

 

My excitement vanished quickly as both Symantec and StarTech didn't help me much. They only point fingers at each other - which is totally non-productive.

 

Here is my scenario again:

When I uninstall the the device driver entry (created by StarTech hardware installation), for enabling the dual monitor scenario, Norton antivirus (NAV) works perfect. The moment I install the Startech USB device again, we go back to the vicious cycle of NAV's Auto Protect not working. It is crystal clear that NAV does like the Device Driver entry and treats that as an alien piece, shuts down its Auto Protect feature.

 

The bottom line is: the OEMs (for software and hardware) need to work with each other testing their products and functions, in order to deliver a 100% working product.

 

Symantec can provide a quick patch to address the situation I pointed out. Looks like that is not your priority now (this is how big companies behave with a "don't care" attitude).

 

Fortunately, my Sony VAIO desktop PC had two video outputs: one VGA and one DVI-D. I worked with Sony Tech Support and got the dual monitor scenario working perfect.

 

Please don't ignore a customer like this. Please attempt to help - that way the customer will buy more and more of your products.

 

Thanks!!