Your not the first person thats had one of Nortons so called back up solutions fail miserably. The perferred tactic of tech support seems is to pawn you off on their 240.00 per hour advanced support. Best solution is to get a external drive!
Erik,
I searched my registry and found the GearAspiWDM entry in several "UpperFilters" strings.
In ALL cases it was the ONLY entry in the value/data in the string.
Please verify that the recommended fix to get my drives back to delete this entire string since it is the only entry in the string.
This is the first half of the manual gearworks driver uninstall FAQ although it only mentioned one of the control sets and your post said to delete it wherever it was found in the UpperFilters string and of course it appears in more than one control set.
Re-installing the OS is not an attractive proposition at this time just to get my drives back....
Thanks,
BJB
No need to reinstall the OS. Try deleting those values (not the keys).
orobert4me,
We don't have a 240 dollar an hour service. Where you given a number of sorts? If you have a case number that I could look into, please send me that in a private message.
Erik,
This should be clear, but I want to get this right. I am confusing value, string, and key.
I have several control set keys (all with various numbers at the end like the gear fax calls out) that on the right side have an "Upper Filters" entry/Name with a Data Value of "GearAspiWDM". In all of my cases, I only have the one value in the Upper Filters Name (verified by going into "modify"):
Value Name "UpperFilters"
Value data: "GEARAspiWDM".
There are several other entries for the main key also like Lower Filters, Class, Installer 32, etc. etc....
Do you want me to:
A) Right click UpperFilters and hit "delete"
or
B) RIght click UpperFilters, hit "modify" and delete the value data....which would leave a blank key which does not sound right.
I understand I am not to click on the left side and delete the entire key.
Sorry for the additional questions. I can get around the registry but tread very carefully! :)
BJB
Not a problem. You want option A.
Erik,
Thank you. That brought my drives back in Explorer and in device manager they say all is well. I am just curious what impact on Ghost deleting those entry has? And why it created an error to begin with.
I started Ghost and it did not "complain" about the registry change which one user had an issue with.
Also, although I am very leery of running liveupdate, should my install disc be in there when I do next time? Or I guess I could just download the patch manually if there is another one.
BJB
The only potential impact is if you want to backup to CD/DVD. This can sometimes happen when you have another product that uses Gear that does not mark refcounts properly, which can cause problems when we install or update the driver set.
As to the install disc, you shouldn't be required to do that. However, it is one possible work around if you get an LU1812 when running LiveUpdate.
Tomorrow I’m going to reload my system from scratch and I’m not looking forward to reloading then updating Ghost and suffering through loosing my optical drives again. Is there some way to download the updates through another means that will avoid the whole lost optical drive fiasco?
My recommendation would be to update your media drive drivers before installing Ghost. You can download the patch, but you have to run LiveUpdate first so you can get the patch filename to download. You can use the instructions in the following document:
http://www.symantec.com/norton/support/kb/web_view.jsp?wv_type=public_web&docurl=20090325172513EN
I’m not sure what you mean by updating the media driver drivers first since those will be provided by Vista x64. In other words, I do not load any drivers for the two optical drives I have in the system.
Meant updating from those drivers to a set of drivers provided by the drive manufacturer.
FYI, I'm going to be out of the office for two weeks so I won't be able to respond for a while.
Bannon,
Make sure you do a Ghost backup before running Live Update. If Live Update hoses your optical drives you can just restore the image.
The optical drives did not come with a set of drivers. I haven’t installed drivers for optical drives in ages, Windows, or in this case Vista, provides them.
I just successfully avoided the whole missing optical drive debacle by not installing CD/DVD support when I installed and updated Ghost 14 on a fresh Vista x64 installation. I never intend to backup to optical media and since Create Recovery Disk doesn't work on 64 bit systems, I will never miss the CD/DVD support.
Dan,
I know your post is a year old, but I just found it today -- after having tried repeatedly to run LiveUpdate for Ghost 14. Once it caused my DVD-CD drive to disappear. I don't recall how, but I finally got my drive back.
Each time I tried to update Ghost, it failed with error message LU1812. And, Ghost 14 would not open after the failure. I discovered I could get Ghost to open if I inserted the disk and then clicked Ghost to open. Ghost then transferred some files from the disk to my computer that were apparently removed by the failed update.
In any case, after multiple failures, I read in a post (maybe yours) that someone overcame this problem accidentally by leaving the Ghost 14 disk in the drive while updating. I tried it and it worked. I'm grateful for this forum. I don't understand why Norton can't notify (in the update info) that the user should leave the disk in the computer while updating.
Yes, as mentioned in a different thread that I linked to on page 3 of this thread, I discovered that accidentally back in August/September of 2008. OUgrad also mentioned it in this thread. Thankfully, I haven't run into this problem since discovering that trick.
Regards, Dan
I am hoping that someone at Norton watches these posts. I hav ebeen using Ghost 14 for about 2 months. I did a live update about a week ana half ago and since then the product has not worked. What has been especially frustrating is that I cannot get chat support from Norton as their caht support software will not install on Vista any longer. I also attempted to contact support by phone but their web site will not accept my phone number in their data field and also when I enter the product key I am told I have an invalid key.
I tired to uninsall Ghost via control panel and reinstall but get a message that there is a newer version of Ghost available and that I need to uninstall my old version (sigh!). At this point I managed to find a wa to email Symantec techincal support, got a reply which asked for screen shots and sent them and since June 13th (about two weeks) have not gotten any answers or additional replies to my emails.
I can't imagine why no one from Norton will reply except that the product is simply not functional and there is no support availble. I cannot image why symantec's site has these problems with data entry either since I was able to get chat support prior to the live update.
I haven't run across a product that simply stopped working and a support program that won't reply at all in a long time and would hope that Norton hasn't given up on me totally.
bcohen11872 wrote:I hav ebeen using Ghost 14 for about 2 months.
bcohen11872,
Have you considered restoring a Ghost recovery point taken prior to Live Update? At least Ghost would then be working. You could avoid Live Update until you have further information on its reliability. That's what I'd do.
I now have to install Ghost 14 on a Vista 32 Ultimate laptop...
Does the same liveupdate issue and disappearing optical drive issue appear on Vista 32?
If so, how do I avoid having the liveupdate and the optical drive issue on this install?
I saw the suggestion about not installing CD/DVD support...which I would be fine with, however I always check all custom options and I just don't remember this option being presented during install.
Thankfully, my Vista 64 machine and Ghost seem fine since my registry edits.
Thanks,
BJB
I can’t help you with your Vista 32 bit question but I can tell you that I did a Custom Install and I was presented with a few options one of which was the CD/DVD option I referred to in that post. Good luck!