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Hi, not sure if this is the right place, but here goes.
I have Vista Home Edition and using BT Yahoo with their Norton security package - for some unknow reason it stopped working and nobody seems to know what to do - after many sessions with the Technical team. All Norton products etc have been removed. Coming up with 9999,17x. Removal tools have been used but to no effect.
As far as I am aware there are no conflicts, I am always careful what I download etc but nothing, diddly squat - so have had to load another antivirus package on until sorted.
Has anyone else had a problem with this?
Thanks Batty
Hi - thank you for replying.
I have taken everything off, then tried to download from BT Yahoo. It appears to download, then message saying that it's failed to download. Then error message 9999,17x - saying go to Norton - which I do, then I download the removal tool. Nothing happens.
Restart - download again, but again, the same results. Even BT seem stumped and have escalated 4 times - but they say now there must be a conflict, but added nor deleted anything prior to the program failing.
Not much help I'm afraid, but was hoping that someone might have had the same problem and managed to resolve it.
Let me know the following information so that I can help you further.
Open temp file (Start>Run, in the Run dialogue box please type %temp% and hit the enter key).
Inside the temp folder you can see URL.txt,open it .
Inside URL.txt file you can see a few information containing 9999,171. Let me know the a value,b value and e value from the URL.txt file.
Hi - I Couldn't see an e value. For some reason it is in twice
Thank you.
[edit: broke next line in half for thread formating, originally appeared as one line.]
10.2.0.30&f=6.0.6001.1.0&a=1603&b=ccCommon.msi&g=InstallFinalize&h=StartEventLogService.03FE01CF
_295E_4354_A292_7DC4A810E0DA&l=ccCommon.msi&c=false&m=3&n=106.2.0.21&build=SCSS_YahooBT
Hope this helps. Many thanks
Hi Batty,
I have Norton Online Security through AT&T Yahoo. Different ISP provider but probably the same thing. Anyway, I had occasion to install and uninstall this a few times. I found that if I did not uninstall properly there would be things left over that effected the license information and the following install. I had to go to start-programs-AT&T Yahoo-uninstall AT&T Yahoo products to remove the ISP license information correctly. If I did the uninstall using the control panel and install/uninstall options there would be leftovers that prevented me from reinstalling.
I now always use the AT&T Yahoo uninstall first. I then download and use the Norton removal tool and select the option for Norton provided through an ISP which does remove more leftovers. Finally I use My Computer and do a search of the C&D drives for anything with Symantec in it. Always shutdown when instructed in this procedure and do a final shutdown and restart. This assures me complete removal. I've never had a problem with a reinstall after this.
Quite frankly I uninstalled a couple of times and reinstalled to try other products. Have always come back to Norton though.
Maybe this will help.
Since the b value is cccommon.msi, this may happen due to the presence of virus on your computer.
Please run a virus scan from the following link and make sure your computer is free of viruses.
http://service1.symantec.com/SUPPORT/tsgeninfo.nsf/docid/2007120100084939
If your computer is virus free and still you are facing the issue ,please enable the default administrator account in Vista by using the following command.
Net user administrator /active:Yes
Then restart your computer.
Once restart,you can see the Administrator account on the log on screen,log in to that account.
Then run Norton removal tool on your computer using the following web link.
http://service1.symantec.com/Support/tsgeninfo.nsf/docid/2005033108162039?OpenDocument
Noe try to install the Norton product .
HI have done what you’ve suggested but still same problem… Never mind. BT are onto it again. Thanks for your help.
Hi thanks for your help - I wish to keep BT Security, but can’t install it - just won’t but BT are trying again and again - they will get it sorted. Thanks for your help.
Is any Norton Security Product installed on your computer?
Did you get any Error Messages? If so, please tell us. If still installed, check your Activity Log.