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Sorry no one was able to help you. Apparently you are using the Corporate version for your companies. A couple quick questions:
- I am assuming you purchased NIS2007 (you mentioned last year)
- This 'new' version installed; assuming you purchased another license for 2008, namely NIS2008?
- Did the support help recommend using the Norton Removal Tool to unistall the old stuff? you can find it here: TOOL
- How are your licenses good for another vendor
I know you’ve been asked this many times before, but if you can post the error message/problem you see, we will help. It sounds like you’ve given up on Symantec, and I want to know if there’s anything we can do to get you back to using our products. Thank you for taking the time to let us know about this issue.
I will try to answer a few questions here and then some more from home later tonight. First the license that I has was an individual 3 user license and not a corporate license. My reference to talking to the SA's for the company is where I work and we have about 400+ users. I will go into a bit more detail here. I purchased a 3 user package about this time last year and installed it on 3 different machines. All of them worked fine ( and 2 still do) until about 2 months ago when one license started to have a startup error. I will leave to look that error up later tonight. I talked to the support line and did download and use the Norton removal tool. I have used it about a dozen time in fact. I have also used a couple of different Registry tools to remove all registry entries for INS and anything else related each time after removing so I can get a clean install. The support people have been able to go on to my machine remotely and do the removal and install and we still get the same problem. The problem is that when the install is near the very end it gets a startup error and then if you start NIS it still gets a startup error. As I say I don't have those with me now, but I will post them later. The frustrating part is that my response has just been " Well you need to completely remove and then reinstall the software". Now I may just be weird, but I thought that you guys just tried that and it would not work for you either is kind of the response I give. Then I get " Is there anything else I can help you with today?" Perhaps you can imagine my frustration level at this point huh!!
I will send more later tonight.
Hello Jurisout,
I'm sorry about the problems with the licensince portion of the product. The link in this document contains a tool that should correct the problem:
http://service1.symantec.com/Support/custserv.nsf/docid/2006092118395246
If that fails to solve the problem, please post back with the specific text of the message you are receiving and we'll help get it resolved.
Thanks,
Matt
I am enclosing as much of a transcript from sessions I have had with support as p;ossible with < 20000 characters. The problem I am having is an install problem and not a liscense issue. When the install happens the last thing to apear on the screen is the error below. I also get this error if I then try to start the program. It will not move past this error. I have completely removed, cleaned the registry, and tried to install atleast a dozen times with the same result.
The errors I am getting are at install and then if I try to start it.
Application error failed to initialize
from symcuw.exe and uistub2.exe
(0xc000142)
Here are a couple of transcripts with support on the problem.
D. > Hello. My name is D.
Mr.> hello
D. > Thank you for contacting Symantec Technical Support.
D. > Hi ,How are you doing today?
Mr.> Please review my case and lets see if we can figure a way to solve this please
D. > Addressing your concern is important to us; I will do my best to assist you.
D. > Could you please tell me the exact text of the error message you are encountering?
Mr.> thank you
D. > You are most welcome
Mr.> 2 of them
Mr.> Symcuw.exe The application failed to initialize properly (0xc0000142)
Mr.> UIstub2 - similar message
D. > Thank you for the information provided.
Mr.> ok
Mr.> I was running 2007 version and it began to error 10 months into the subscription
Mr.> then new version was to solve it I guess
Mr.> Does your remote windoe use .NET framework?
D. > It does not affect your computer in any means
Mr.> OK. .jsut curious since that is the only problem area I am aware of other than Norton
D. > You have to create a new windows user account and try installing the Norton program
Mr.> What part dont you understand of what I just said. . I alread did that. .
D. > Have you clicked on the above link?
Mr.> Again.. .as I told you that is a waste of time since it will crash the IE sessions..with an error.. I have already been thru this 3 times.. did you not read my case file?
D. > Yes Ron i read that
D. > Alright. Please Perform the steps given below.
Mr.> sorry I am cranky .I have been trying to get this fixed for the last week .
D. > Click on windows Start button. Click on Run. Type SERVICES.MSC in the Run dialog box and click Ok.
D. > I understand your concern. I apologize for the inconvenience you are having with this issue.
Mr.> OK got a servie box
Mr.> what do i look for
D. > Please check whether all the Symantec services are started and automatic and the com host service to started and automatic
D. > Please make a note of Chat Request Id for this interaction.
D. > Id - {removed}
Mr.> CORE LC is manual
Mr.> REMOTEassist is manual
D. > Please change it to automatic
Mr.> COM host is manual
D. > Please change it to automatic
Mr.> changed all of them
D. > Thats fine
Mr.> have core lc, event manager, lic net connect, remoteassist, settingsmanager, eventnotification
D. > Exit from that screen.
Mr.> done
D. > Have you changed the COMHOST service to started and automatic?
Mr.> yes.. did that one too
D. > Change the LiveUpdate service to started and manual
Mr.> Actually just tried to start. .and it says it can not start
Mr.> error 1053
D. > We have to uninstall and reinstall the Norton program to resolve this issue. Do you have the product key for the reinstallation of Norton program?
Mr.> Yes.. let me get it un installed and call you back.
Mr.> Getting it to uninstall has bee a problem.
D. > Sure
Mr.> the remove program wil lnot run.. and I have to remove al lthe files manually and do a registry cleanup
Mr.> Then the remove program wil lrun and do the final cleanup
Mr.> BIG pain !!!!
Mr.> Thank you.. I hope I can connect with you again..you have been most helpful to getting me farther along it seems. .
D. > You are most welcome
Mr.> I will call tomorrow most likely.. as I say it takes a while to get things uninstalled
D. > Sure
D. > It was a pleasure assisting you.
D. > Symantec values excellence in customer service. As part of our ongoing efforts to improve this service we encourage your feedback. You will receive a survey which will allow you to rate your experience. You can also reach my manager directly on the following email address: {removed}. Please quote this Case ID in your email.
D. > Thank you for contacting Symantec Live Technical Support. Have a great day!
Mr.> ok. .Thanks..
[Edit: Chat log reformated for readability. Also removed all personally identifiable information and email addresses per our Participation Guidelines]
Sorry to hear that you are having a disapointing outcome with your particular problem
But I have to say..
As far as the service department and my problems were concerned they went out of their way to help however they could.
Please don't give up on them, I have found their personal service to go well beyond what I have received from other software vendors.
I have updated the message with the error info. I have other transcripts, but they will not all fit into one message because of the 20K limit.
hi Jurisoiut - that error is familiar. for weird installation problems, i think your best bet is the following:
- rule out an existing threat. lots of threats prevent the installation of antivirus programs. use the utility in this link to do a scan. if it doesn't find anything or removes something and you still can't install, then try...
- permissions. if you did find a threat, or perhaps for other reasons, your user account has become corrupted, you may run into problems installing. this document can help you recreate the admin account. if this doesn't work either, then try...
- okay, i don't actually have another idea. hopefully we'll get it in 2 or someone else will have an idea
Well I have had a little success, but I have to say it came in a weird way. First problem was that windows update stopped working and I was not able to get the Malicious software program thru it. I went directly to the download center and downloaded and ran the program. It found one Trojan and removed it. I figured that might do the trick and tried to install NIS081550 again, but it still died with the same error. On a whim I thought I would try to install the original CD that I bought rather than the NIS081550 version that Norton sent me someplace along the way. Well that did the trick and I was able to install it and get all the updates. After running this I have found that I had 2 Trojan and 7 virus on my machine that were removed. Now with only 16 days left on my subscription, and I lost about 60, I am faced with the decision of whether to update or not. I have to say that not getting NIS081550 to run does not give me great warm fuzzies that I will have a new version run. To add to that I did not get much help from the support folks either. Yes they were friendly and tried t help, but the point is that they were not able to solve the problem. And is that not the point? I needed help not someone to smile at me and be friendly!! It still boggles my mind that Norton never bothered to followup on a questionnaire that I filed. From that I summarize that they REALLY do not care, they just want some number to enter into a spreadsheet.
howdy, first off, my apologies you've had such a rough experience with install and tackling the threats on your system. it's experience like your's that's led us to re-write the installer for the 2009 products. while the 2008 installer and previous versions work well, we saw plenty of room for improvement and have developed a new technique we think is going to be much more reliable. i'd imagine this is cold comfort for you right now as you're deciding whether or not to try to install NIS08 again when your subscription is up, but i just wanted you to know that we are listening and responding to your feedback inside the product team (i oversee product management for NAV & NIS, among other things).
--dave