Norton Utilities 14 won't activate

Archive
1

Hi!  I purchased the Internet Security/Utilities package for 3 PCs. I installed the IS on all three, and the Utiltiies on the first two. when I tried to install the Utilities on the third machine, it went fine up to a point. The installation completed and it went to Smart download, but then it closed and the  activation screeen never appeared. The icon is on the desktop, but clicking on it simply makes thhe hourglass appear for a few seconds and then it (the hourglass) disappears and the program never opens. The task manager says the program is running but I can't access it. I deleted the Utilities, downloaded again, but the same thing happened. I don't think I did anything different on this machine from the other two. Any help would be greatly appreciated.

 

Bob

2

It wouldn't be what you did differently, but what's different about this system.  What version of Windows do you have?  Is this NU 14.0 or 14.5? 

3

Hi BobSenk

 

Do you have a Norton Utilities Icon in the System Tray (right side of the taskbar)? If so,. you can right-click to open/close. If you have NU set to start with Windows then the Desktop Icon will not open NU as it is already running and is then opened from the system tray icon.

4

We have had a similar problem using Norton Utilities 14 (running on 64-bit Windows Vista upgraded to Windows 7).  When installed from CD, NU works fine, but when we run Smart Update and upgrade to version 14.5.0.116, NU no longer launches.  Like the original poster, the hourglass appears and then disappears without NU opening.  At this point, the only way NU will work is to never upgrade it, which is not ideal.

 

Our second laptop, 32-bit Windows Vista upgraded to Windows 7, works fine with the upgrade.

 

5

jschich,

 

That's not the latest version.  You should be able to run Smart Update (update.exe) to update to build 120. 

6

Yes, it’s not the latest version because we cannot successfully upgrade to the latest version.  NU works straight from the CD, without any upgrades, but the moment Smart Update is run and the new version is installed, the program will no longer launch.  This occurs even if Smart Update is run automatically during the installation process or run manually after the program is installed.  After the upgrade is supposedly installed and we try to start the program, a dialog box pops up asking whether we would like the program to make changes to the laptop.  After indicating yes, an hourglass appears, then disappears, and nothing happens.  We have repeatedly uninstalled the program, re-installed it from the CD, and tried to run Smart Update.  The result is unsuccessful every time – NU closes and will not start again.  We’ve been using NU without the upgrade and hope to find a way to get around this strange occurrence.

7

Instead of downloading build 116 through upgrade.exe, try downloading build 120 manually from the following location:

 

http://norton.com/nu14

 

See if that works. 

 

8

We downloaded build 120 and went through the installation process.  After the Smart Update process, the window closed and the program has now stopped working.  Same result as before.

9

OK.  What security applications do you have installed? 

10

Vipre Antivirus Premium.  Re-tried installing build 120 with it disabled, but had the same result.

11

Does Vipre have some sort of process or location protection?  If it does, that's usually an option that you have to diable manually through settings.

12

Vipre's process protection was disabled and build 120 installed again.  Now when the icon is clicked, instead of just disappearing, an error window pops up, listing three files that "help describe the problem."

 

WER28D4.tmp.WERInternalMetadata.xml
WER3F32.tmp.appcompat.txt
WER3F71.tmp.mdmp