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Norton 360 V2 vista sp1 support

Can someone preferably at Symantec clarify this messy situation.

I'm a long time user of Norton products including NIS up to 2008 and Norton 360. I have a dual booted desktop with XP Pro and VISTA Ultimate on it and was using N360 V1.2 with the Add-on with no particular problems (sure it could be snappier etc etc).

My VISTA was fully updated in Windows Update except that SP1 had not appeared in WUD (yes I know about the KB article and the only element was Realtek AC97 which is updated to beyond the MS requirement) and so was not applied. I then updated my N360 V1.2 to N360 V2.2.0.2 by using the link on the Symantec website that installed a stub and then did the update (removing N360 V1.2 in the process) and applied the V2.1.0.55 Add-on. N360 appeared to work OK but every time I Right Mouse Clicked on a file in Windows Explorer for example to check Properties or to Run as Administrator Windows Explorer closed down quietly and apologetically with a couple of screens with no real information in them and not offering to report to MS.

Event Viewer showed the Error in Explorer.exe and Kernel32 but that's not helpful in itself and using the link to MS for more information only produced a screen saying they did not have any.

I then uninstalled the add-on and checked but the error was still there so I uninstalled N360V2 and the error disappeared.

NOTE that this was on VISTA without SP1.

I then installed SP1 from the freestanding download and reinstalled N360V2 (and updated it both during setup and after) and the error in Windows Explorer (also if you pull up the drive contents in Computer; and equally when using the third party file manager PowerDesk 7) returned.

I then uninstalled using the Norton Removal Tool and reinstalled N360V2 from the full 74MB download to my hard drive again updating it during and after setup and the error returns so I uninstalled N360V2 one more time in order to install NIS2008 in order to protect my machine and be able to use file management.

At this point I engaged in a Chat dialog with Ruba and very quickly was told:

Rupa: Hugh, since [a?] few of the customers are facing with this issue.

Rupa: Symantec is working around to resolve the issue.

Hugh: To add -- today I downloaded the full freestanding SP1 for VISTA and installed that (Windows Update had not produced the SP1

Rupa: I suggest you to place a log file in the below link:

Rupa: http://s

[ ..... ]

Rupa: Hugh, this conflict has occurred, due to the service pack 1 of the vista.

SO ...... I can't use N360 V2 with VISTA SP1 ?????

Can Symantec confirm this or has Ruba been misinformed? Note that I got the same error WITHOUT SP1 installed -- although it did have installed all the updates that Microsoft has said are needed prior to installing SP1. Is it perhaps one of these and if so which one?

Just as background, I'm not a computer expert but I have been using them from before PC's so I know my way around without being a guru. I sysop on Compuserve on Windows, PC Hardware so apart from my own use of my machine I need to be able to help others!

Can someone help me with this?

Admin Edit: title renamed 

Message Edited by Tony_Weiss on 04-14-2008 07:37 PM
Hugh

回复

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Re: Norton 360 V2 vista sp1 support

Hello huwyngr,

I apologize for the mis-information. Norton 360 Version 2 is fully compatible with Vista Service Pack 1. We keep the udpated compability list here (http://service1.symantec.com/SUPPORT/tsgeninfo.nsf/docid/2000011107215039). I'll get Support updated on this to make sure we're not confusing others.

As to the actual problem, we haven't seen anything that is specific to your description. For a quick look, would you mind posting back with the results of the Vista Problems and Reports information is revealing (applet in Control Panel)? And one question - do you recall if you ever had the problem without the Add-on pack?

Ultimately, we'll likely need more extensive logging, but I would like to see what is being reported and see if AOP is a possible contributor.

Thanks,

Matt

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Re: Norton 360 V2 vista sp1 support

Thanks for the quick reply.

It really was beyond belief with the lead time on SP1 ......

I'll get back onto this tomorrow and will uninstall NIS2008 and install N360V2 if that will help -- VISTA is still largely my test bed!

On the add-on: I first encountered it with V2 and the add-on but then I uninstalled the add-on using Remove Programs but of course it could have left some traces.

Then after cleaning up with NRT I installed just N360 V2 and did not add the Add-on and the problem was there again.

<<  For a quick look, would you mind posting back with the results of the Vista Problems and Reports information is revealing (applet in Control Panel)? >>

You mean from the Event Viewer? If so I can post that from the past entries without installing N360 aggain. Up to you. It's pretty consistent since I really did force it to crash again and again!

I have a log from the Norton Tool but that was made with NIS2008 although it would show you the system configuration. I sent this up the line from the Norton Website yesterday.

TIA

Hugh

Hugh
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Re: Norton 360 V2 vista sp1 support

<< For a quick look, would you mind posting back with the results of the Vista Problems and Reports information is revealing (applet in Control Panel)? >>

Here's the usual info from Event Viewer at 6:17 on April 12 when N360 V2 was installed and without the Add-on

Faulting application Explorer.EXE, version 6.0.6001.18000, time stamp 0x47918e5d, faulting module kernel32.dll, version 6.0.6001.18000, time stamp 0x4791a76d, exception code 0xc0000005, fault offset 0x00048f47, process id 0x83c, application start time 0x01c89cea487a6568.

VISTA has some other views but I gather they do not provide more information but I can post it if you wish.

Here is the URL one ends up on at TechNet when using the link in the Event Viewer report:

www.microsoft.com/technet/...

As you will see it is not very informative .....

I intend to reinstall N360 V2 later today since a colleague in Compuserve's VIRUSCENTRAL has suggested at least disabling a third party File Manager -- PowerDesk 7 -- since he believes it does modify the context menu and this might explain what is happening.

Then I will also be able to give you a Norton log with N360 installed if that would help.

Let me know what more I can do please.

[Edit: compacted technet link to fix scrolling issue] 

Message Edited by Allen_K on 05-08-2008 08:51 AM
Hugh
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Re: Norton 360 V2 vista sp1 support

Well here's the good news .....

I've uninstalled PowerDesk 7 (Avantquest file manager that I've been using in different versions for years and did not conflict with anything to my knowledge) and uninstalled NIS2008 using the NRT and rebooted.

I then reinstalled N360 V2 using the N360S200.exe file I downloaded on April 12th after a series of problems with the stub installation method. I, as I usually do in VISTA, Ran as Administrator.

After a while it asked if I wanted to download updated setup files before installing and as before I did this. During this it threw up the same error message twice

An error occurred while downloading the updated installation files  (I"d have inserted or attached an image if I could ....

After this happened the second time, the download and installation proceded normally although when installation got to the point where it wants to check Norton Account for my KEY, there was a screen behind it asking if I wanted to delete the downloaded setup files and I said No.

In setting up N360 I'd told it to participate in the Norton Community Watch (some details anywhere?) but not to scan at that point.

I then ran QuickScan and it did nothing but delete Temp files, including all the setup files from the look of it.

I then opened Windows Explorer and right mouse clicked / Properties and it did not crash!

I'll let you digest this for a while but I propose now to reinstall PowerDesk 7 (unless you want me to install the Add-on in case that was the indirect cause and left traces behind it when uninstalled on the previous occasions) and see if the problem is avoided if PowerDesk 7 is installed after N360.

Do you want me to install the add-on first?

Thanks again for the help.

Hugh
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Re: Norton 360 V2 vista sp1 support

That's great news! At this point, I don't have any reason to believe the Add-on pack is associated (I was just getting suspects out of the room), so I see no issue with installing it. I haven't seen the type of problem you described (crashing when pulling up context menu) previously, so it may well be isolated to a localized conflict between the file management program and 360. Have you checked for a Vista compatible versio, or was version 7 listed as such?

Matt

Message Edited by Tony_Weiss on 04-18-2008 05:16 PM
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Re: Norton 360 V2 vista sp1 support

Yes PowerDesk 7 is listed as VISTA compatible and it is a relatively recent release. PD6 before it was not listed as VISTA compatible but did work with it. This was with N360 V1 installed. 

I had no context menu problems until I installed N360 V2 so ISTM that there is a contribution from Norton <g>

What I'll do now is to install PD7, see what happens and report back.

Meanwhile perhaps your colleagues could be thinking about differences between V1 and V2 in N360 ..... like putting in the Scan Now?

Any how I'll be back.

If the error situation does recurr do you want a Norton Log -- I have the tool but the document with it does not tell where to send the log, as I found out when I ran it before with NIS2008 installed.

Hugh
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Re: Norton 360 V2 vista sp1 support

Back to the drawing board ...

Installing PowerDesk 7 after Norton 360 V2 or installing Norton 360 V2 in place of Norton 360 V1 on a VISTA Ultimate system with PowerDesk 7 already installed results in the Right Mouse Click error already reported.

Event Viewer:

Faulting application Explorer.EXE, version 6.0.6001.18000, time stamp 0x47918e5d, faulting module kernel32.dll, version 6.0.6001.18000, time stamp 0x4791a76d, exception code 0xc0000005, fault offset 0x00048f47, process id 0x388, application start time 0x01c89ffa57ead5c9.

I will try to report this to PowerDesk but I'm sure they will say that since Norton 360 V1 did not cause the error and V2 does ......

How can we work to solve this?

Do you want a Norton Log?

Hugh
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Re: Norton 360 V2 vista sp1 support

With respect to context menus, in Version 2 there were items added for convenience. It sounds like Explorer does not like having extra menus. Do you know how many context menu items the file management program adds? At what point in the list are the menu items? How many levels deep? Etc. We could be looking at something very specific to Vista. 0xc0000005 refers to a memory access violation typically. The best thing to do would be to create a crash dump and pass that along to Microsoft for analysis as I would suspect this is a Vista bug. An example for a very similar problem is outlined in the following document:

http://support.microsoft.com/kb/937713/en-us

Message Edited by erik_carlstrom on 04-16-2008 03:17 PMMessage Edited by Tony_Weiss on 04-18-2008 05:18 PM
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Re: Norton 360 V2 vista sp1 support

I'm not against adding context menu items in N360V2 <g> See my post in another thread ....

I can't tell you how many levels PD7 adds because I can't access any right mouse click items. I have made a Norton Log of N360V2 & PD7 installed so I'll uninstall N3260V2 "one mo' time" and check out PD7.

<< The best thing to do would be to create a crash dump >>

Could you please tell me how to do that while I still have both installed.

<< and pass that along to Microsoft for analysis >>

And how to do that.

As I said before the Event Viewer submission produces no useful information.

Thanks for the link to that KB -- it does sound similar but although I have a shared color printer I do not get that access violation -- and my colorcpl.exe file predates the one they indicate as OK.

Hugh
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Re: Norton 360 V2 vista sp1 support

You want to go into the control panel, go to classic view, open Problem Reports and Solutions, Click on "Advanced Settings", and you want the following:

"For my programs, problem reporting is: On"

Check "Automatically send more information if it is needed to help solve problems"

Once you go through that, the dump should automatically upload to the Online Crash Analysis database from Microsoft.  Response time will be based on how frequent your crash is.  To get a quicker response requires contacting Microsoft support unfortunately. 

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Re: Norton 360 V2 vista sp1 support

<< Do you know how many context menu items PD7 adds?  >>

I've uninstalled N360 V2 so I can partly anwer that.

It puts one entry in the first level context menu which points to a further set on which certain items also point onwards.

It's too complicated to put in words but I have images if only .... (hint hint)

On the general situation I would make two points:

  1. You are much more competent to report to Microsoft than I am
  2. Microsoft will pay more attention to you than to me if you confirm that it happens and is not your fault

So why don't you download PowerDesk 7 and see for yourselves what happens when N360V2 is added to a system on which PD7 is OK (even with NIS2008 it is OK -- does it put any items in the Context Menu?)

Hugh
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Re: Norton 360 V2 vista sp1 support

I'll pass the test case along.  NIS 2008 does add context menu items.

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Re: Norton 360 V2 vista sp1 support

Every one of those setting is already as you indicate and as I said previously the reports sent up the line to TechNet do not produce any useful information -- just nothing is known.

I did find that there were two reports on the problem listed as not sent:

Problem signature

Problem Event Name: APPCRASH

Application Name: Explorer.EXE

Application Version: 6.0.6001.18000

Application Timestamp: 47918e5d

Fault Module Name: kernel32.dll

Fault Module Version: 6.0.6001.18000

Fault Module Timestamp: 4791a76d

Exception Code: c0000005

Exception Offset: 00048f47

OS Version: 6.0.6001.2.1.0.256.1

Locale ID: 1033

Additional Information 1: fd00

Additional Information 2: ea6f5fe8924aaa756324d57f87834160

Additional Information 3: fd00

Additional Information 4: ea6f5fe8924aaa756324d57f87834160

 

so I'll see about forcing the issue on those but the information does not seem any different. I don't know why it's only two instances listed. [Correction -- it must have updated while I was writing it now shows a load of reports for PowerDesk and for Explorer. I'll look into this more fully soon]

 

I'll wait for your reaction before deciding whether to reinstall N360V2 and investigate more

Message Edited by huwyngr on 04-16-2008 07:34 PM
Hugh
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Re: Norton 360 V2 vista sp1 support

Thanks -- see my reply to yours about dumping.
Hugh
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Re: Norton 360 V2 vista sp1 support

 [posted by BillN]

I have Vista Home Premium with SP1 and Power Desk7. All working happily with 360 version 1. My subscription is up next month so I decided to download v2 and try it before purchase. Big mistake,


1) I immediately encountered the right click crash of both Windows Explorer and Power Desk. I did lots of research and used a program called ShellExView to see all of the shell extensions that are on my computer. Since this problem arose right after 360 V2, I disabled all of the Symantec shell extension - Problem disappeared!!! I then re-enabled them 1 by 1 and found that there are 2 Norton 360 shell extensions that are causing the right click problem TP Context Menu Class and BU Context Menu class. With these disabled, no right click problems.

Edit: Backup Issue moved to new thread.

Message Edited by Tony_Weiss on 04-23-2008 08:28 PM
Tony Weiss | Norton Forums Global Community Manager | Symantec Corporation
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Re: Norton 360 V2 vista sp1 support

Welcome to the club! For problem 1 I presume you have seen the beginning of this thread where I raised the problem of RMC=Crash (and my experience with Chat who told me that N360V2 is incompatible with VISTA -- corrected here by Symantec). If you read on you will see that they have opened a case on this since it does not happen with NIS2008 which also modifies the context menu. So you will add ammunition to the case.

Much as I dislike having to do it I have uninstalled PD7 even though I only just bought it (been using it aor its ancestors since Norton Desktop for Windows disappeared <g>) since I want to keep N360 V2 running on one system. At the moment I'm using an Aussie File Manager called Opus9 on a 60 day trial by which time I hope that Symantec will have cured N360V2.

<< there are 2 Norton 360 shell extensions that are causing the right click problem  TP Context Menu Class and BU Context Menu class.  With these disabled, no right click problems.  >>

You obviously know much more about these things than I do -- what happens to N360V2 if you leave those two shhell extensions disabled?

Can't help you on the backup problem since I use True Image for a major backup. I see what you are saying about a problem if the system crashed -- reinstalling N360V2 on a new machine would presumably allow one to read the backup files. But does the N360V2 "CD" which I presume you can boot from enable one to  read files without installing the program?

Hugh
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Re: Norton 360 V2 vista sp1 support

Let me see if I can add some clarity to this situation.

First, we have done some testing internally on this and we are able to reproduce the same behavior in XP as well, therefore this is not just a Vista issue, but an OS independent problem.

Next, while trying to diagnose the issue, as stated earlier in the thread, it does have to do with the context menus. There were new ones added for Norton 360 v2.0 and there appears to be a compatibility issue with PowerDesk. We are working with the PowerDesk engineers to figure out the root cause of the problem.

Finally, I can offer a workaround that will allow you to have both Norton 360 v2.0 and PowerDesk installed and working properly for both. The steps involve working with the registry and renaming the PowerDesk context handler so that it loads last.

Here are the steps to work around the current issue (this is a temporary solution)

NOTE: Using the Registry Editor incorrectly can cause serious problems with your system, proceed at your own risk and ensure you have backed up your registry prior to editing.

  1. Run regedit
  2. HKEY_CLASSES_ROOT\*\shellex\ContextMenuHandlers\PowerDesk Menu
  3. Right click on "PowerDesk Menu" and rename to "zPowerDesk Menu" (this will force it to load last)
  4. Exit regedit
Message Edited by Matt_Boucher on 04-23-2008 09:45 AM
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Re: Norton 360 V2 vista sp1 support

Have been pulling my hair out ever since installing 360 on both my XP and Vista computers.  Removed with Norton Removal tool and re-installed, but with no success.  Glad I read these comments.  Both my machines are running Powerdesk 7.1.1.  The temp fix given is only part of the problem, however.

A right click on a folder (don't know why it is called a folder since I have been calling them Directories since my DOS days) will crash Powerdesk and also Explorer (if you are using windows explorer).  The context menu can not be had.

Solution:  Under HKEY_CLASSES_ROOT\Directory\shellex\ContextMenuHandlers remove the reference to Powerdesk and all will be fine, with of course the loss of any PD context menu options.

Hope there is a final permanent solution for this issue since both PD and Norton 360 are both excellent programs and I wish they would get along better together. 

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Re: Norton 360 V2 vista sp1 support

Thanks for your help with the context menu issue.  Do you have nay repsonse to the backup issues that I described in my posting?

Thanks.

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Re: Norton 360 V2 vista sp1 support


BillN wrote:

Thanks for your help with the context menu issue.  Do you have nay repsonse to the backup issues that I described in my posting?

Thanks.


Hi BillN, I've moved the backup part of your post to a new thread, so it's easier to track. Thanks!  http://community.norton.com/norton/board/message?board.id=other&thread.id=479
Tony Weiss | Norton Forums Global Community Manager | Symantec Corporation
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Re: Norton 360 V2 vista sp1 support

I am getting almost exactly the same problem except I installed 360 v2 rather than upgrade. I believe, but I can't prove that 360 v2 was working fine until Vista SP1 was installed and then I was unable to open the main window. 5 support staff have been unable to get either v1 or v2 working despite many uses of the uninstall tool and reinstalling.

 

v1 - The main window starts but the subscription is expired (not surprising - I haven't entered any details yet) but pressing the "Continue" button does nothing.

v2 - The main window won't start at all.

 

In both cases there are no error mesages to investigate.

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Re: Norton 360 V2 vista sp1 support

hi bjaston - point of clarification - what is the title of the dialog box where pressing "Continue" do nothing? i suspect that the migration to Vista torqued the XP install of 360... on any of the uninstalls or reinstalls, were there any errors? or are you always left at the frozen "Continue" dialog?

also recommend if you haven't already to try the utility in this document if you believe your subscription should reflect an license with days left on it.

mel 

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Re: Norton 360 V2 vista sp1 support

Hi bjashton,

You are writing

"I believe, but I can't prove that 360 v2 was working fine until Vista SP1 was installed and then I was unable to open the main window."

I have installed N360 v2 and installed Vista SP1 standalone-package on top of it, without any issues at all but a rather unstable setup.

The situation of not opening main windows happends all the time when you have this kind of instabillity.

I use to shut down the system over night, and the next morning it use to work much better.

You also write

"In both cases there are no error mesages to investigate."

The none existing error messages says there are no errors present.

Instabillity is not a real error.

Kurt 

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Re: Norton 360 V2 vista sp1 support

Message moved to a new thread for better exposure
Tony Weiss | Norton Forums Global Community Manager | Symantec Corporation
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Re: Norton 360 V2 vista sp1 support

Hi,

I understood Symantec is working together with the powerdesk engineers in order to solve the context menu thing. Is there already a solution insight? Will we be informed thru this thread of progress and /or a solution? Feel like left in the dark since last messages.

Thx in advance 

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Re: Norton 360 V2 vista sp1 support

Hello Grumpster,

We are working with PowerDesk on this problem and expect a resolution shortly. We will announce that resolution here when it becomes available.

In the meantime, the problem can be resolved using the steps listed by Matt Boucher listed on page two of this thread, repeated here for your convience:

Here are the steps to work around the current issue (this is a temporary solution)

NOTE: Using the Registry Editor incorrectly can cause serious problems with your system, proceed at your own risk and ensure you have backed up your registry prior to editing.

  1. Run regedit
  2. HKEY_CLASSES_ROOT\*\shellex\ContextMenuHandlers\PowerDesk Menu
  3. Right click on "PowerDesk Menu" and rename to "zPowerDesk Menu" (this will force it to load last)
  4. Exit regedit

Thanks,

Matt

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Re: Norton 360 V2 vista sp1 support

<< We are working with PowerDesk on this problem and expect a resolution shortly. We will announce that resolution here when it becomes available. >>

That is good news! Look forward to bringing PD back into my fold <s>

Hugh
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Re: Norton 360 V2 vista sp1 support

Hi All,

We're still awaiting word on the fix release. In the meantime, we're providing this document for customer experiencing the problem:

Windows Explorer stops responding when you right-click on a file, folder, or drive after installing Norton 360 2.0 with Avantquest PowerDesk installed

http://solutions.symantec.com/sdccommon/asp/symcu_contentredirect.asp?docid=20080430093320EN

Matt

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Re: Norton 360 V2 vista sp1 support


matt_phillips wrote:

Hi All,

[ ... ]

Windows Explorer stops responding when you right-click on a file, folder, or drive after installing Norton 360 2.0 with Avantquest PowerDesk installed

http://solutions.symantec.com/sdccommon/asp/symcu_contentredirect.asp?docid=20080430093320EN

Matt


Many thanks for the update and the pointer. I've printed out the document and will switch over into VISTA to apply it.

Hugh
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Re: Norton 360 V2 vista sp1 support

Finally got the time to reinstall PowerDesk7, check that the Context menu is still there (no update from Avantquest yet) and make the registry change you have given.

Works fine now -- such a small change and yet .... <g>

Hugh
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Re: Norton 360 V2 vista sp1 support

The registry change works fine on file level however right clicking on folders will still produce the well known error. This goes for XP Sp 3 as well as Vista SP1 on my pc"s
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Re: Norton 360 V2 vista sp1 support


Grumpster wrote:
The registry change works fine on file level however right clicking on folders will still produce the well known error. This goes for XP Sp 3 as well as Vista SP1 on my pc"s

Thanks for the warning. I can't remember RMCing on a folder. Normally I'm after a file properties, drag and drop copy or in VISTA Run as Administrator.

Matt said they are working on a more complete solution.

I don't get it on XP SP3 where I've been using PPD7 for ages because I use NIS2008 there.

Hugh
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Re: Norton 360 V2 vista sp1 support

Message moved for better exposure.
Tony Weiss | Norton Forums Global Community Manager | Symantec Corporation
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Re: Norton 360 V2 vista sp1 support

Sorry -- no knowledge or ideas on "external control" .....

I'm sure you'll hear from someone who can help.

Hugh
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Re: Norton 360 V2 vista sp1 support

Hi All,

The fix has been released by Avantquest. Here are their instructions for obtaining the patch:

To access the article, go to the main KB page: http://kb.avanquestusa.com/ Once there, search for the article number, which is 4030. Searching for this article number will take them directly to the correct article.

Thanks,

Matt

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Re: Norton 360 V2 vista sp1 support


matt_phillips wrote:

Hi All,

The fix has been released by Avantquest. Here are their instructions for obtaining the patch:

To access the article, go to the main KB page: http://kb.avanquestusa.com/ Once there, search for the article number, which is 4030. Searching for this article number will take them directly to the correct article.

Thanks,

Matt


Great news -- downloaded and over to VISTA shortly to install.
Hugh
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Re: Norton 360 V2 vista sp1 support

great news. tested it on xp sp3 and works fine. Just be reminded when you used the workaround it might be a good idea to undo the added z in the registry.

I think a thank you to all concerned is in its place so thx a lot 

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Re: Norton 360 V2 vista sp1 support

btw may be my additional question about the network thing in message 34 in this thread should be moved to another (new) thread
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Re: Norton 360 V2 vista sp1 support


Grumpster wrote:

great news. tested it on xp sp3 and works fine. Just be reminded when you used the workaround it might be a good idea to undo the added z in the registry.

I think a thank you to all concerned is in its place so thx a lot 


Agreed -- I've installed it on XP SP3, although there I have NIS2008, but I didn't have the problem there. I'm about to switch over to VISTA and run it there.

I thought I might leave the z in place just to see if that broke anything -- then people would know they must remove it.

One niggle -- Avantquest changed the file and changed the date but not the version number, not even a special build number ...

More later.

Hugh
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Re: Norton 360 V2 vista sp1 support

Matt,

I'm dual booted XP Pro SP3 and VISTA Ultimate SP1 on two separate drives and I had the problem in VISTA between Norton 360 ver 2 and PowerDesk 7.

I followed up the instructions on the Avantquest KB4030 while I was in XP SP3 and it all ran smoothly as described.

I then copied over the downloaded exe file to my VISTA Internet Downoads folder and switched over into VISTA.

I decided to leave the "z" workaround in place just to see if it inhibited the update although I could not see why the sequence in the Registry should matter when a different file is in place to cure the problem.

I ran the exe file under VISTA using Run as Administrator and it and it appeared to run through to completion including the brief flash of the command screen that I imagine shows that the BAT file did indeed run.

However when I checked the Powerdesk folder as described at the end of the KB4030 it showed the addition of the PDShExt.new but the old file had not been renamed to PDShExt.orig and the PDShExt.dll was still the old one.

I ran the bat file manually using Run as Adminisxtrator with no change so in the end I renamed them manually without any objection from UAC or anything in VISTA.

I have now removed the ""z" from the Registry and rebooted again and PD7 does not crash so the fix must be in.

Can you pass this one to Avantquest please.

Nagging at the back of my mind is that there is something in VISTA that protects system files and as soon as you rename them it names them back again .... Does that ring any bells?

I'll ask over in my sources .... or am I thinking of GoBack which I presume I do not have with N360?

While I was doing all of this N360 was busy updating itself and I now have N360 2.3.0.9 with Add-on 2.1.0.55 -- are these the current ones?

Hugh
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Re: Norton 360 V2 vista sp1 support

Hi Hugh,

Yep - you do have the latest versions of NIS and AOP.

I was unable to get the fix to work from Avanquest because the instructions included a right-click option that immediately crashed Explorer. How did you overcome that?

I did update Avanquest with your details although I believe that since we identified the "workaround", it may be for us to resolve for the limited number of folks we touched. That said, I haven't identified any deleterious affects from leaving the "z" - have you?

Thanks,

Matt

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Re: Norton 360 V2 vista sp1 support


matt_phillips wrote:

I was unable to get the fix to work from Avanquest because the instructions included a right-click option that immediately crashed Explorer. How did you overcome that?


I did not encounter that perhaps because I had the "z" fix in.

<< I decided to leave the "z" workaround in place just to see if it inhibited the update  >>


I did update Avanquest with your details although I believe that since we identified the "workaround", it may be for us to resolve for the limited number of folks we touched. That said, I haven't identified any deleterious affects from leaving the "z" - have you?


Well -- they offered the fix for a named product, Norton 360, and I could not install it so I guess it's up to them to fix their install procedure, or to say to remove that "z" if that is the cause.

I'm not in VISTA at the moment so I can't check if after installing their fixed files by manually editing them to old and dll

<< I have now removed the ""z" from the Registry and rebooted again and PD7 does not crash so the fix must be in. >>

I suppose I could go back and switch the files back to the original versions and then see if their install works without the "z"

Thanks for the update.

Hugh
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Re: Norton 360 V2 vista sp1 support

For Matt Boucher:

I just installed 360 V2 on my desktop computer since my 360 has expired on that machine.  That machine has Windows XP.  Unfortunately, the workaround that you suggested: to rename "Power Desk Menu" to "zPowerDesk Menu" has not worked.  I am getting the same crash with Power Desk and WIndows Explorer when I right click on anything.  I am getting ready to disable the 2 Norton 360 shell extensions that I found had caused the right click problem on my Vista notebook - TP Context Menu Class and BU Context Menu class. With these disabled, no right click problems.  Have the engineers at Symantec come up with any other solution?  My 360 v2 software is up to date.  If not, what do I lose from 360 if I disable these 2 shell extensions?  (I hope that I don't have to make a choice between 360 and Power Desk because Power Desk will win!)

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Re: Norton 360 V2 vista sp1 support


BillN wrote:

For Matt Boucher:

I just installed 360 V2 on my desktop computer since my 360 has expired on that machine.  That machine has Windows XP.  Unfortunately, the workaround that you suggested: to rename "Power Desk Menu" to "zPowerDesk Menu" has not worked.  I am getting the same crash with Power Desk and WIndows Explorer when I right click on anything.  I am getting ready to disable the 2 Norton 360 shell extensions that I found had caused the right click problem on my Vista notebook - TP Context Menu Class and BU Context Menu class. With these disabled, no right click problems.  Have the engineers at Symantec come up with any other solution?  My 360 v2 software is up to date.  If not, what do I lose from 360 if I disable these 2 shell extensions?  (I hope that I don't have to make a choice between 360 and Power Desk because Power Desk will win!)


Avantquest have now posted a fix on their website -- see this message here from Matt P
Hugh
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Re: Norton 360 V2 vista sp1 support

I have installed the Avanquest patch on my desktop with Windows XP SP2.  The patch functioned properly and installed the file as indicated in the instructions.  However, I still have a problem.  When I right click on a folder I either get a blank pop-up window, or else PowerDesk (or Explorer) crashes.  I have run Norton Live Update and my product is up to date.  I plan to uninstall both PowerDesk an Norton 360 V2 and to start again from scratch.  Any other ideas?

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Re: Norton 360 V2 vista sp1 support

I uninstalled and then re-installed Power Desk.  I applied the patch as directed.  Everything now appears to be working OK.  Norton 360 v2 is running as are Power Desk and Windows Explorer, all in Windows XP sp2.

Tomorrow or the next day I will try installing V2 with Windows Vista SP1.

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Re: Norton 360 V2 vista sp1 support

Good luck -- it worked for me on VISTA. In fact I didn't have the problem on XP because I am using NIS2008 there.
Hugh

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