Norton Hangs after install live update 1

[Brycem]

I recently completed the newest live update for norton antivirus 2003. Now when my computer starts up and it reaches the welcome screen (This is process happens as fast as usual) It hangs while it loads up the norton anti virus software. When I disable it the problem stops.

The norton support site suggested that I run live update until all updates have been installed. However I've installed all current updates and the problem is still there.

Any feedback on this problem would be appreciated.

 

[Brycem]

Oh and to add in something... If I remember correctly the file that was updated was the Symantec common client update

 

[Sithtiger]

The same exact thing happened to me as I updated tonight and I came to the exact same conclusion as it was the Common Client Update. For now the only way around it was to uninstall the antivirus module and reinstall it and simply not have the CCU updated. If you goto Symantec.com you'll see that they've had this problem previously and their fix before was to get all the updates...yeah big help huh. It does not do this with Norton Antivirus 2004. I tried the trial and it didn't do this when I integrated it into my Norton SystemWorks 2003...it's only with Norton Antivirus 2003 with the CCU. Let me know if you come across a fix too!

 

[greenstone]

Same here, boots fine to the desktop then just hangs for over two minutes before finishing the start up. Started after the Common Client Update. I emailed Norton, they came back and suggested I was either low on resources, needed to optimize my system or reinstall. WHAT A JOKE!

When you suggest uninstalling and reinstalling the Anti-virus "module" do you mean the program itself? or is the module different than the whole program.

 

[Sithtiger]

Greenstone...I meant only uninstalling the antivirus part of NSW. Well the best fix that I can recommend so far that allows your computer to boot normally is as I said before uninstall NAV then reinstall it and then run all updates except the Common Client Update. If you run all the updates except for that then everything will run normally. It's obviously not your resources but I have the same thing and I have 1 Gig of ram and 3GHz P4 so I think I'm ok in that dept. heh. Beyond that, you could buy NSW2004 or simply NAV2004 and that will fix the problem. Symantec needs to get on the ball and fix this though. By the way what email address did you use to contact them? I can't seem to find an email to contact them properly?
Thanx

 

[greenstone]

I had the same thing happen once with my NSW 2000 and now with 2003, so I would expect it will eventually happen with an update on 2004 down the road.

I just sent a request through there free on-line help. You just have to work your way to the actual contact request page. Even though you get form replies half the time, they do respond within24 hours. Sometimes they do give decent thought out help.

http://www.symantec.com/techsupp/support_options.html

 

[Sithtiger]

Thanx Greenstone...I gave them a piece of my mind and asked them if this was their way of getting people to upgrade. I made a threat saying that I won't be using Symantec products anymore and I'll be sure to tell others not to too. I doubt it will help but I feel better about it...heh

 

[greenstone]

Well the problem went away when I went into "Run"-> services.msc and changed the Symantec Event Manager from automatic to manual. I still have NAV auto-protect set to load at startup in NSW. It seems fixed and I think everything is loading that is supposed to be loading including Norton antivirus auto-protect without any delays.

 

[Sithtiger]

Thanx, I'll give that a shot and see if that corrects the problem. Where did you hear about that; from Symantec?

 

[Sithtiger]

I tried it but it didn't do anything....what Symantec did though is that they disabled the Common Client Update. They finally say that they don't know what the problem is but they are investigating it so at least it should be corrected soon. Hey maybe that idle threat about not using their product did something...hey not likely...I'm sure enough people complained about the problem.

 

[greenstone]

Sorry that didn't help.
I came up with adjusting the services on my own. I just got a response again and they have admitted there is a problem and it is definitely related to the event manager.

They sent me this, but since my system is working, I am going to wait for a fix through update unless more problems arise. You can tell they really have no idea what is causing it.
----------
As a workaround, I suggest that you please update the SymEvent files. SymEvent files are low-level drivers that are used by many different Symantec programs in all versions of Windows. To resolve the issue, I suggest that you please update Symevent files. The document provided below will assist you in this regard:

Title: 'How to update the Symevent files'
Document ID: 1998081213371213

http://service1.symantec.com/Support/sharedtech.nsf/docid/1998081213371213

 

[Sithtiger]

That's ok greenstone....I ended up uninstalling the antivirus part of NSW2003 a few times before I finally got it working right. One of the times it wouldn't even update my virus definitions properly heh. Finally it updated and I too found that they admitted something was amiss and they said if you have a particular version of NSW2003 the Common Client Update wouldn't update properly and now they have disabled the CCU from updating now even if you try so at least they are on it. I think at least in part is do to us telling them! You've been a big help greenstone and I think I'll also wait on the fix but thanks allot for posting their recommendation. I'll post something here when I find out it's fixed.

 

[street14]

Well i have allot to say about this issue i will try to be brief.
Fist let me say Norton products are decent but ive become quite unsatisfied with there policys as of the last few years.

I can assure you that i will more likely never buy another product from Symantec due to there poor customer service, and last but not least. There products have become so main stream . They have forgotten that there products actually need to work the way they where intended to not tweaked to work.

OH and did i say how poor there service was to customers !!!!

OK now on with my situation with them regarding this issue.

I too have run across the exact same problem. I did allot of searching on the web when first encountered this problem.
around mid sept ember. Not a whole lot out there on this issue it sure has been kept quiet !!!!!

So eventually i find a post that leads me to "WA LA" low and behold a symantec knowledge base post from there own tech dept. They said they are aware of this problem hmm date of post goes back to near a year ago to start off with.

updates to the post have been as early as i think it was october of this year..
as of the last entry it says that the problem has been solved by a update "BAH" "GONG" "EAH" wrong answer

i contact symatec through there website and exactly like many of you have gotten from them.

they feed you a line on exactly what first teer techs tell you all the time "ITS YOUR SYSTEM" that is causing the problem i cringer with such arrogance as i read this email

so i do the next polite thing i actually add the link that post number to the next email i send them and say exactly how can you suggest such at thing when on your own website it says the exact opposite ?

this type of email goes back and forth 3 more times

finnaly i don t know why but it winds up i guess with a higher tier tech who says yes they are aware of the problem
currently no fix for it

suggestions just continue to update norton till it corrects itself it will he assures me ! I really do laugh at this one .

We all know that norton will not continue to update itself it will say on the update window all of your products are up to date no more needed at this time LOL

few more emails go back and forth on this issue

with no results what so ever cept for one thing..

A conclusion "never trust symantec tech support for true correct answers expect a similar type response that may not be accurate"

This reminds me of the problem they had for over a year and half with the sysevent crashing bug that they denied was there fault and later admitted to it and finnaly after over a year they actually put tech on it to correct the problem

My only true conclusion is to look else ware for a better product

ive been a customer of theres in work and at home for over 7 years i think now

that relationship has now ended !!!!

oh yeah one last set of words

they actually stated to me that they are not concerned about the amount of customers they loose the few they may loose wont matter much at the end of the day


It is a unfortunate thing that as a consumer you are treated as well lets be polite cattle. Companies need to change there attitudes on how they deal with there clients more honesty and transparency from there tech departments to there executives

 

[astrocurly]

I'd just like to add that after some time of trying to get NAV/NSW to accept Auto-protect in W2K, I tried the suggestion of inhibiting the Common Client Update and it worked fine. This was after going thru manual starting SymEvent etc. and transferring ccApp to the Autostart folder.

Thanks a million for your help!

 

[Sithtiger]

astrocurly, I did the same thing and for over a month now when using LiveUpdate, I just uncheck Common Client Update and update everything else. It is very odd that if your running NSW 2003 and then uninstall NAV 2003 but install NAV 2004 the same CCU is miraculously fixed! You would think if there is not a problem in the newest anti-virus then they could fix the older one. I really hope Norton reads this too because I've been using Norton SystemWorks for years too since 1999 I think and I still like it but I also don't like their attitude. I think it's only proper that I now after years of support from me still use their product but I don't think I'll pay for it any longer...that is until they decide to fix their problem and I'll also make sure that any friends of mine that use it will also use it for "Free" as well. So, Symantec....until you get your act together and fix it I'm just gonna screw you like you've been screwing us!

 

[Brycem]

I stumbled upon a fix for my problem with Norton that no one has mentioned yet. Apparently the slow start was due to some sort of interaction it was having with msmsgs. Here is the process I went through:

1.Disable the protection for it from the Norton menu

2.removing the msconfig checkbox for msmsgs

3.disabling the related service for it under services.msc

4.tweaking a few values for msmsgs in regedit. Back up your registry before you try this just in case you do something wrong . Oh and only do these edits if you never use msn messenger.

4a.Go to HKEY_LOCAL_MACHINE\SOFTWARE\Policies\Microsoft\Messenger\ Client in regedit.

4b.Enter these Dword values if not already listed

I.PreventRun=1 Will prevent MSN Messenger from running

II.PreventAutoRun=1 Will prevent MSN from popping up automatically.

5. Disabling messenger will make outlook express hang unless you perform these following registry edits.

5a.HKEY_LOCAL_MACHINE\SOFTWARE\Classes\CLSID]

Find the key {FB7199AB-79BF-11d2-8D94-0000F875C541} and under it select the folder IniProcServer32. In the right panel of regedit double-click on the (Default) entry at the top and completely delete the value data it contains. Now do the same for the LocalServer32 folder as well.


I hope you find this info useful. Feel free to comment on your results or ask questions about the steps I took.