Roxio Update Manager Problem after installing NIS

Norton Security | Norton Internet Security
1

I installed NIS this past weekend (competitive upgrade, but never again unless I can get by this problem).  I keep getting a message from Roxio update manager: "the feature that you are trying to use is on a network resource that is unavailable".  I have gone into Roxio and unchecked the "Check for updates" box.  I have inserted my Roxio CD and tried to find the missing file, UM.MSI, on it with no success.  I decided to remove the Roxio Update Manager but I can't remove or add programs because Roxio has the Windows Installer tied up.

 

I am unable to do a normal shutdown with this process running.

 

Any help would be much appreciated.

2

Have you installed Norton Utilities along with NIS?

 

3

Hi SharonFitz,

 

Welcome to the Forum.  I'm sorry to hear that you're having problems with Roxio and NIS 2011.   I have a few things to say in that regard, but I do not think that I will be able to provide much help.

 

Basically, the situation is that Roxio and Norton don't work well with each other.  You can do a search on Google with the keywords "Roxio Norton conflict"  or with "Roxio conflict" and you will see what I mean. 

 

In addition, you can do a search within this Forum (Norton Community) by putting "Roxio" in the search box, and you will see some of the past problems that have been reported.

 

The good news is that some of the Roxio-Norton conflicts reported on this Forum in the past have been flagged as "Solved".  Also, there are a couple of people who monitor this board who know something about the past history of the Roxio problem.

 

I also had a Roxio-Norton conflict problem  myself, and the way that I resolved it was to uninstall Roxio and go with another product. 

 

I suspect, however, that it may not be necessary for you to go to such an extreme.  You may be able to get the two to work together well, but I think it would involve making changes to the default settings for both Norton and Roxio so that the two can co-exist.  On the Norton side, I think it might involve something like  turning off the Norton Product Tamper Protection, while on the Roxio side it might involve changing a similar kind of setting.

 

That's all that I can suggest at this point in time.

 

RichD

__________

4

Hello SharonFitz and welcome!

 

Although I have not performed an internet search as described by RichD, I have Roxio products running on 5 machines and I can assure you I do not have any conflicts with NIS 2011. There was a brief period when an older version of the Norton Removal Tool did affect Roxio, but that has since been resolved.

 

Perhaps you could give us some information about your system and also clarify 'competitive upgrade' - I'm not sure what that means.

 

  1. Can you tell us which Norton Product and version (year) you are using? (Main Norton Interface > Support > About)
  2. How was the current product installed - from disc or download?  Was it installed "overtop" the previous version?
  3. What security software did you have prior to Norton? Was it completely uninstalled?
  4. Do you have any other security software currently installed?
  5. Also, if you can tell us which operating system you are using along with the service pack, that would further help us with diagnosing your issue.

Thanks.

5

Yes, I installed Noron Utilities along with NIS.

 

Sharon

6

Thank you Sharon!

 

Did you run the Registry Cleanup or Clean Your Disks option? That mau have caused the problem. Try restoring the changes made by Registry Cleanup. You can find the steps in the following Support Article:

 

http://us.norton.com/support/kb/web_view.jsp?wv_type=public_web&docurl=20101125093655EN

 

 

7

Sorry, my posting was a bit cryptic.

 

1. I installed Norton Internet Security 2011 and Norton Utilities from CDs.

2. I was using a paid version of Avira previously and accepted a competitive upgrade rebate from Norton to change security packages.

3. I did an uninstall of Avira before installing NIS using Windows Add/Remove.

4. I have no other security software currently installed.

5. I am running Windows XP service pack 2 with automatic updates turned on. 

 

Sharon

8

Sharon,

 

Microsoft have a KnowledgeBase article on fixing one problem with Roxio

 

http://support.microsoft.com/kb/982116 

 

which includes a FixIt wizard.

 

It may be worth going through the article since it goes on to suggest what to do if that does not fix it which includes reinstalling one of the Roxio elements ....

 

Personally I would not touch a Registry Cleaner unless I knew the cause of the problem and that the cleaner could fix it -- too many broken computers .....

9

This suggestion, while appreciated, did not work.

 

Thanks anyway,

Sharon

10

Hi Sharon,

 

I don't want to get involved with finger pointing, but there is a possibility that the removal of Avira adversely affected Roxio.

 

The only problem I had experienced occurred when using an older version of the Norton Removal Tool - not NIS 2011 itself.

 

At that point, the only procedure that corrected the situation was to uninstall and then re-install Roxio.  Is that option feasible for you?

 

Just to reiterate, I have no problems running various versions of Roxio on different machines; they all play nicely with NIS 2011.

11

It's certainly possible that the uninstall of Avira did something to Roxio.  Finger pointing doesn't bother me.  I don't care what caused the problem unless it would help me fix my problem.

 

I cannot uninstall Roxio.  Believe me, I've tried.  However, whenever I attempt to uninstall any software I get the message:

"Another installation is already in progress.  Complete that installation before proceeding with this installation." 

 

The installation underway is the one that cannot find the missing um.msi file.  I cannot cancel or close that window.  I have to use the button on the computer to turn it off.  When I bring up the computer again, there is the dreaded looping install attempt.

 

Sharon

12

Okay.  Try this.

 

Go to Start > Run and type  %temp%   hit OK and then delete all the contents of that folder.

 

Back to Start > Run and type  services.msc   click OK to open Services.


Scroll down to the Windows Installer service and double click on it.


Stop the service and then restart it.

 

Now see if you can uninstall Roxio.

13

Tried that: there was one file in %temp% that I could not delete - MSI5509e.log.  Stop was grayed out.

 

Sharon

14

Please open Task Manager (Crtl Alt Delete) to the Processes tab.

 

Click Show processes from all users.

 

Look for  msiexec.exe  click End Process.  You may get a warning about stopping a process, but this time you want to stop this.

 

Close Task Manager.

 

Try to uninstall Roxio.

15

Sorry about that Sharon, if you mean the MSKB route .... at least it eliminates something.

 

I think Phil has a valid point, as someone who has Roxio on board -- my recollection is that you can re-downoad by logging in to your "account" on their website.

 

I just did a Google on your error message about missing file UM.MSI and you are very far from alone.

 

I have written the following in response to your message saying the filters thing did not work but I see the extent that you are working with Phil so work on with him but if all else fails here is some more guidance. Note that the problem is known to many users and to Roxio.

 

As for the "can't uninstall because another is running" for me that is both a pointer to what is wrong and something that brute force (eg SAFE MODE and or Revo Uninstaller might deal with!)

 

As I say, stick with Phil untikl ....

 

I take no responsibility for this but here is one offered solution:

 

http://answers.microsoft.com/en-us/windows/forum/windows_xp-performance/ummsi-missing-file-error/95613598-9c5f-e011-8dfc-68b599b31bf5 

 

which refers people to Roxiios's FAQ

 

Update Manager (Service) issues and resolutions 

 

 

Since I don't know whether your version matches or not or whether there is a more uptodate fix from Roxio it seems you should ask them.

 

For example I see that Sevice Pack 2 Update for EasyCreator 2010 includes <<  Resolves script errors when using the Update Manager. >> so if that is your version, or if it was and you might have something left over when Upgrading as you said ata the beginning, then that might explain the problem.

 

Please understand that because something occurs when a Norton product is present and not when it is not does not automatically mean there is something wrong with Norton! It may seem odd but we have lived through more than one incident here where this seemed obvious but turned out to be because Microsoft and Norton were in step with a change in a system file but a third party utility was not that it took all lthree for the crash to occur but updating the third party application fixed the problem!

 

My feeling is that you should certainly check with Roxio but that because you have other possible issues from Avira I would do the following with a reboot in between each step.

 

Make sure all traces of Avira are removed -- check for advice

 

Make sure all traces of Roxio are removed -- check for advice

 

Make sure all traces of Norton are removed -- there is a new tool that will remove it, clean up and reinstall the most recent version for you.

 

Reinstall Roxio.

 

I hope that helps.

 

See what others have to say.

16

Stopping the process msiexec.exe worked!   Thank you, thank you.

 

I received a message "An installation fro Roxio Update Manager is currently suspended.  You must undo the changes made by that installation to continue.  Do your want to undo those changes?"  I clicked on Yes.  I was then able to uninstall all the Roxio components.  I was able to do a normal shutdown.

 

Thanks to everyone for helping me find a solution.

Sharon

17

Thank you for your patience through all this .......

18

That is great news!

 

Thanks for reporting back with your successful resolution.

 

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