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As part of a troubleshooting process for my Windows XP Home SP2 computer, I used Windows remove programs function in Control Panel to uninstall Norton Antivirus 2008. It appeared to remove NAV2008 and LiveUpdate, my only Symantec products. (The only Symantec products I have ever installed on this computer since reinstalling Windows XP a month ago are NAV 2007 and NAV 2008.)
Before doing this I followed Symantec Tech Support advice to run with "clean boot" : msconfig startup services only, all non-microsoft software services disabled, delete all files in %Temp%, and delete browser temporary internet files.
I checked and still remaining on my system was Symantec Shared folder (2.33 mb) in C:Program Files\Common Files\ and Symantec folder (8.4 mb) in C:Documents and Settings\All Users\Application Data\
Since I was working on a problem with LiveUpdate and the LiveUpdate folder in all users application data had configuration files for LiveUpdate, I wanted all the Symantec related files off my system so I could start over.
Since Windows uninstall didnt get rid of these folders, i ran norton removal tool and rebooted. Again I ran norton removal tool and rebooted. The 2 Symantec folders above were still there, along with many registry entries containing "symantec" or "liveupdate".
I manually deleted the Symantec folder in \All Users\Application Data\ and the Symantec Shared folder in \program files\.
1. Why doesnt Norton Removal Tool remove 10mb worth of files in Symantec Shared and Symantec application data folders?
2. Why doesnt Norton Removal Tool clean up relevant entries from system registry?
Sometimes things just fall through the cracks ..... we are a mix of volunteers here and Norton Staffers.
I'll flag your message so please be patient at least until tomorrow when the staffers should be back in force
I understand your puzzlement. I know some uninstall procedures do ask -- and I thought Norton was one of them -- if you want to remove shared files or folders since they may affect other programs but I would expect NRT, since it warns you it will remove all Norton programs and not just the one you want to, to remove shared files automatically.
I can't hazard a guess on the ones you mention but hang on and maybe we will all learn something.
One question -- Norton updates the NRT from time to time and has done so recently so it might be worth making sure you have the latest one.
The removal tool will remove everything except for the antipiracy or subscription software so the subscritpion will stay in tact. Hope this helps.
Levi_Smith wrote:
The removal tool will remove everything except for the antipiracy or subscription software so the subscritpion will stay in tact. Hope this helps.
The original poster -- I was just holding the fort -- wrote:
I checked and still remaining on my system was Symantec Shared folder (2.33 mb) in C:Program Files\Common Files\ and Symantec folder (8.4 mb) in C:Documents and Settings\All Users\Application Data\
[ ... ]
Since Windows uninstall didnt get rid of these folders, i ran norton removal tool and rebooted. Again I ran norton removal tool and rebooted. The 2 Symantec folders above were still there, along with many registry entries containing "symantec" or "liveupdate".
Any comment on this since this is what concerned him?
Both the Application Data folder and the Symantec Shared folder contain antipiracy and subscription software common to all Symantec consumer products, which is why these folders and some of the data contained within them will remain after using the Norton Removal Tool. I hope this clears things up. Thanks!
Many thanks for clearing that up.
huwyngr, thanks for your replies and follow-ups to my original post.
Levi and Tony, thank you for the information about Norton Removal Tool.
I take it that the Norton Removal Tool left behind 10 mb of Symantec files and numerous registry entries on my system BY DESIGN. At least I now know it wasn't an error related to my system or an error in the program.
When I ran the removal tool it warned me repeatedly that it would remove all Symantec/Norton products on my system. It did not say that it would leave behind files and registry entries to protect subscription info and anti-piracy features. (What does "anti-piracy features" mean? Do they protect me, or Symantec?) It did not give me the option to override the default and remove all files anyway.
Part of the files that remained were liveupdate configuration files, which were related to the liveupdate problem I was trying to solve. So what NRT fails to remove is not only subscription and anti-piracy info.
In short, the norton removal tool by design does not do what it is intended to do and what it tells the user it is going to do.
I only ran the NRT because in the last 2 months, I had occasions directed by my OEM tech support and Norton tech support to uninstall Norton Antivirus 2007 and later NAV 2008. Out of 3 attempts, windows uninstall only worked once to remove NAV without NAV giving an error. After partially removing NAV 2007 with windows uninstall, I had to scramble to find out how to really remove NAV, locate and download NRT. If you do searches on removing symantec products in these forums and other tech forums, questions about how to remove symantec products comes up again and again.
After failing to uninstall a product with windows uninstall, figuring out that you have to learn about, find, download and run a separate utility to remove the product, it is frustrating to have to go to a forum to learn that the manufacturer's own removal utility does not do the job completely, either.
If the most current version of Norton Removal Tool downloaded from Symantec's web site will not uninstall Symantec products BY DESIGN, what other features of the software don't perform BY DESIGN as the user expects and as the software states?
I have been using NAV at home since 2002. I have bought product upgrades and paid for subscriptions continuously. I'm not expecting something for nothing. But this attitude of "we have designed our product so it does what we think is best for you, don't worry about what we say it does or details of how it works, user" pervades NAV. NRT is one example. Configuration options to enable/disable features that are essentially unexplained is another example. I'm tired of it.
I hope the Symantec employees who are here responding to user issues will pass my comments on to NAV product management.
At least this Norton community forum provides some method to get some answers. It's not the answers that are the problem - it's the product.
I'll leave you in the more than capable hands of Norton staffers here.
As you can see they do see and answer questions and deal with situations to a degree that I've not come across in several decades of support for products.
My own reaction as a user to the emphasis that the NRT removes all Norton Products is to prevent people thinking they can use it to remove say NIS but leave Ghost. That it leaves certain folders/files that Norton considers desirable to retain may not be relevant in the context of troubleshooting if those files are the equivalent of stuff in a warehouse that can be consulted but do not play an active part in the operation of a product.
FWIW
Hi tooney,
Our product teams are aware of your concerns, and check these forums daily. Thank you for bringing these issues to our attention so we can address them in the best way possible.
Hello,
You said:
After failing to uninstall a product with windows uninstall, figuring out that you have to learn about, find, download and run a separate utility to remove the product, it is frustrating to have to go to a forum to learn that the manufacturer’s own removal utility does not do the job completely, either.
Please remember if the MSI (Microsoft installer) fails to remove Norton there may be some damage to cause this and what ever caused the damage could potentially and in some cases I have seen stop the removal tool from removing everything properly as well. The removal tool is all that is needed normally for a live update issue, however if there is a possible threat or issue on the system that is the root cause you can continue to have issues until the root cause is found and removed.
Live update can fail for many reasons as well as a router that has a built in firewall, certain netgear routers that need a firmware upgrade to all the transmission of the code correctly communicate with the servers, a potential threat on the system that may not be detected, cross linked files or some minor damage in the OS.
With computers some times things just do not work correctly for many different reasons. The NRT tool is very effective at what it does and usually not much more is needed if it is just a corrupt Norton or Symantec file. When the tool does not work it usually indicates more serious issues in the OS.
I certainly understand your frustration as any technical issue can be difficult and frustrating to resolve. Some files the tool will not remove is certainly on purpose for security reasons. The tool does leave a log in the windows temp folder as to what it has deleted, that said we can not have a tool that gives away all of the secrets as the virus writers would then have a hayday.
I hope this helps some. If you are still having a technical issue please let me know and perhaps we can dig in to find the root cause.
Best Wishes,
Hi Levi
Sorry to say this.... But I totally agree with Tooney!
Please remember if the MSI (Microsoft installer) fails to remove Norton there may be some damage to cause this and what ever caused the damage could potentially and in some cases I have seen stop the removal tool from removing everything properly as well. The removal tool is all that is needed normally for a live update issue, however if there is a possible threat or issue on the system that is the root cause you can continue to have issues until the root cause is found and removed.
Live update can fail for many reasons as well as a router that has a built in firewall, certain netgear routers that need a firmware upgrade to all the transmission of the code correctly communicate with the servers, a potential threat on the system that may not be detected, cross linked files or some minor damage in the OS.
With computers some times things just do not work correctly for many different reasons. The NRT tool is very effective at what it does and usually not much more is needed if it is just a corrupt Norton or Symantec file. When the tool does not work it usually indicates more serious issues in the OS.
Absolute Rubbish!
Even if Norton is uninstalled from a brand new computer
( e.g. Trial of Norton Internet Security )
The folders and registry keys that Tooney stated ... Are Still Left Behind!
Run the Norton removal Tool.... And the only thing it's likely to remove is your Card Reader 
Many folders and registry keys will still be on the computer.
Two computers I've had ... One XP ... One Vista
With both computers I have not been able to use any Norton Security Software ...
Other than the year of the Norton software that the computer came preinstalled with.
e.g.
1 ... If the computer came preinstalled with Norton Internet Security 2006
I could use the disk of Norton Internet Security 2006
But Not... The disk of Norton Internet Security 2007 or Norton 360 v 1
2 ... If the computer came preinstalled with Norton Internet Security 2007....
I could install the disk of Norton Internet Security 2007 or Norton v 360 v 1
But Not... The disk of Norton 360 v 2
Because of the so called Anti-piracy stuff that's left on our computers... It's impossible to get a clean install 
e.g
You buy a new disk ... Try to install your new product Key ... But No!
Coz when you try to install your new Norton... It remembers you have an old Product Key - Or an Old account 
e.g
I upgraded from Norton 360 v 1 to Norton 360 v 2 via the Symantec website
I had problems with Norton 360 v 2 and needed to do a clean reinstall.
Not knowing where I could download Norton 360 v 2 from - Without having to reinstall Norton 360 v 1 first....
I decided to make life easier for myself and buy the Disk of Norton 360 v 2
So I now had 2 Disks 360 v 1 & 360 v 2 ... And 2 Product Keys!
I decided to go for a complete fresh start and use my new Product key.
Norton wouldn't let me!
It remembered I had almost 12 months left with my other Product Key.
So I had no choice but to continue using my old Product key that came with my 360 v 1 disk
But did that work .... NO!
Symantec service Framework Stopped Working
4 installs and 4 uninstalls .... I gave Up!
I now have 2 Product Keys and no Product
I'm now using AVG 
Every time I think about trying again.... I just read this forum
Hi Zana,
I certainly wouldn't say that Levi's information is absolute rubbish. He states clearly that a few different factors might cause a LiveUpdate issue (tooney's initial problem) and that running the Norton Removal Tool would not resolve this issue, since the factors are not Symantec products. Additionally, his statement "With computers some times things just do not work correctly for many different reasons" is also accurate, from the several different forums that exist for the several different products in the world. I am aware of your Framework issues, however they are not the topic for this thread.
Stop passing the buck...Stop blaming other things on this.
The issue is that the Norton Removal Tool DOES NOT REMOVE what it needs to remove. It is a farce. The reason your paying customers would use this tool is to preserve their investment in your product.
You are completely missing the needs of the users of this tool....the need and use of this tool seem to follow a similar pattern, if you read the forums...
1. Something went wrong...Norton no longer works or in my personal case it won't install, the installation failed the first time and now it will not successfully install, or uninstall. Now our investment in Norton product is useless, unless we can get a "clean reinstall".
2. At the advice of Norton Customer Service, forum, or others the user uses Norton Removal Tool to remove Norton Product in hopes that they can re-install their legal copy of Norton Product without errors..
Okay I am completely confused at this point. Why wouldn't the Norton Removal Tool be written to fulfill this need? I am more likely to buy your next version if I can use the one I've already bought right? Where is the copyright violation here, were is the user malious? We understand that you think you are protecting yourself; but in reality you are making us, your paying customers make this decision:
1. Do i reinstall my OS and all my apps just to get Norton to work? OR
2. Do i instead abandon Norton for a product that will install/work with current system state/configuration.
What decision would you make? Would you buy the next version of this product?
It is obvious reading these posts that the Norton Removal Tool is an attempt to address these concerns that your customers have had for a long while, like back in the 1900s. This problem is caused due to lacking functionality of your Windows uninstall process. Unfortunately for the user, it seems that the Norton Removal Tool has the same faults as the windows uninstall process; built-in by design?
Please don't continue to make your paying customers make the decision described above. Make the Norton Removal Tool actually serve its purpose: trying to be enable your users to use our investment in your tools by allowing us to get a clean Norton install without reinstalling our OS and all our other apps too. Or make it an install option, do you want to install using "previous settings" or a "clean install?". At that poing in the install you should be able to check whatever it is you are trying to check, right?
Thanks.
javatexan
You know everytime i've used the norton removal tool it's always worked correctly for me, or if it didn't I could explain why [hard drive corruption].
Yea I know it leaves behind a couple of registry keys but it does that to make the reinstall easier and get synched back up with the right subscription. The stuff it leaves behind usually never causes anyone a problem.
Now on the other hand if the system has experienced any kind of corruption whatsoever it may be that the tool will fail miserably.... No amount of things to have the tool look for could find everything on a corrupt system.....
I thought since this was norton community forum, someone here might have answer to this.
I will try security product forums elsewhere to see what they say.