I agree it is a bug, and I don't want to use my copy of NIS 2011 until my NIS 2010 subscription expires, I still have 90 odd days left on NIS 2010.
The only answer is to re image and install NIS 2011 which should be trouble free but that action is not addressing the bug when users try and use the free update offer on NIS 2010 to NIS 2011.
Deric
Norton Forum moderators: This is not malware, it is a software bug. Please stop ignoring this forum and respond with some assurance of fixing it.
DStain wrote:I agree it is a bug, and I don't want to use my copy of NIS 2011 until my NIS 2010 subscription expires, I still have 90 odd days left on NIS 2010.
The only answer is to re image and install NIS 2011 which should be trouble free but that action is not addressing the bug when users try and use the free update offer on NIS 2010 to NIS 2011.
Deric
I am using NIS 2011 18.1.0.37 on my XP hard disk. Since they haven't re-released 18.5.x.xx to LiveUpdate yet as far as I know. So 2010 or 2011 are both plagued by this bug.
Which is another indication that it's NIS's problem. Not our OS installation.
7:31 AM SGFC: how were they repaired?
7:31 AM CaseManager: That was a manual repair.
7:32 AM SGFC: how was the repair performed? I only ran NBRT.
7:32 AM CaseManager: SGFC, it was done from my end and that is different for different files.
7:33 AM CaseManager: There is nothing to worry about this as the program is working fine now.
7:33 AM SGFC: okay, hopefully it doesn't come back. i'd just like to know how it was fixed. since i only saw you delete temp files.
7:34 AM CaseManager: SGFC, I just deleted the corrupted file and replaced with the new one.
----
Looks like my problem is solved. If not I will post again and or contact chat support.
So for all of you suffering this problem. Something is corrupted but I can't tell you what. Hopefully you run into a good CaseManager like I did.
So much for that. The error 65554 came back today.
Even now mine is still dropping out, It won't be resolved until I do a reimage and install NIS 2011 from scratch.
Deric
@ Topic
Does One Click Support running NBRT resolve issue.
Is there a real threat on your systems or is this a glitch / bug.
What does Symantec advise.
The error code points to a threat but, users point to bug.
If a threat ~ What is the solution
If a bug ~ What is the solution
Thank you
SGFC
Have you checked recently to see what version ID of NIS 2011 you have, now that 18.5 is trickling down again?
I've not backread to see if you did get 18.5 or not.
@huwyngr
On the affected hard disk I have Windows XP Pro 32 bit. I have NIS 2011 18.1.0.37
I've had Case Manager's / Chat Technicians remote access my PC. I still have the problem.
@bjm__
The chat technicians/ case mananger's have run every tool at their disposal whilst in my PC. They have not resolved it.
------
Things tried:
Uninstall and Reinstall NIS 2011 x 2
Norton Power Eraser x 2
Norton Bootable Recovery Tool x 1
Deleting temp folder files and prefetch x 3
cmd prompt queries several including the one mentioned above.
Chkdsk x 1
Windows File Protection Scan x 1
-------
NBRT threats found 0
NPE threats found 0
-------
Problem fixed - Negative
_
The 2nd case manager said he replaced a corrupted file, he lied.
How do I know he lied?
1) He never downloaded / transferred any *new* file(s).
2) I never saw him delete anything outside of temp or prefetch files.
One last thing bjm_ if this was a threat. Why are there about 5 users complaining about it? With varying OS's and versions of NIS 2011/2010.
This is a daily occurence.
Every chat technician gets in my PC and fiddles around. Then after restarting my PC and the "secure" icon shows. Says "It's fixed now. Is there anything else I can do today?"
Reply = Yes, wait for me to contact you tomorrow.
None of them even look at the Norton Error Reporting History.
Oh and the last Case Manager looked in my Device Manager where this Drv is shown.
BHDrvx86 is located in your device manager under Non-Plug and Play Drivers. To view Non-Plug and Play Drivers click View and click Show Hidden Devices.
Users on 64 bit systems change the command to BHDrvx64
*I redact my name from the cmd prompt screen shot.
LOL sure enough;
@ SGFC
What happened to
I just finished with Case Manager #4 or 3 I don't know anymore.
1:08 PM CaseManager: This time it has been fixed.
1:08 PM SGFC: I hope so.
1:08 PM CaseManager: There were many errors from the registry for the Norton.
1:09 PM SGFC: We ran a utiltiy from the Norton and repaired those broken entries.
1:09 PM CaseManager: And we did a crtical scan with the Norton this time.
1:09 PM CaseManager: As I have full confidence that this issue will not come back.
1:09 PM SGFC: but that doesn't explain the 4 users on the community.norton.com with the same problem.
He is confident it is resolved!!! But what about the 4 other people? So we all had broken entries. That's a bit of a stretch. That's like saying we all wear knee high socks. There were lots of broken entries because of all of the uninstalls/reinstalls the chat tech's did.
See you guys tomorrow. Same Bat Channel, Same Bat Time.
Hi All,
I am following up on this discussion to see if anybody is still experiencing this issue. Please let me know. Thanks.
-jaemsz
If it happens again tomorrow I will let you know.
I believe Deric still has this issue.
Deric,
Can you confirm? Thanks.
-jaemsz
Yes I have, a quick reboot fixes it for a while, then it's back again.
Like I have said before I can fix it with a reimage and install NIS 2011 but I am reluctant to do that until my 2010 subscription is up, about 90 days left yet.
I was told that I could upgrade 2010 free and continue to use the 2010 key, since I did that Sonar keeps dropping out.
Deric
Hi Deric,
Please follow the directions in the following link:
http://us.norton.com/support/kb/web_view.jsp?wv_type=public_web&docurl=20080507162141EN
The purpose of this link is to provide our end-users instructions about how to send logging information about our products. This will allow us to diagnose the issue in more detail.
When you get to the step 3 part 6, you will be asked to enter a case number. For the case number type: jaemsz1
If you have questions, please do not hesitate to ask.
Thanks
-jaemsz
Hi jaemsz,
I have read the instructions in the link and I cannot reproduce the issue just like that, Sonar just drops out at random so I can't say when it will happen again.
It might be two or three days so I take it I need to send those logs when Sonar next drops out.
Deric
