Norton IS upgrade 2003 - 2005 installation failed computer corrupted

Discussion in 'Software' started by prplmtngal, Jan 6, 2005.

  1. prplmtngal

    prplmtngal Private E-2

    some background. when upgrading Norton Internet Security from 2003 to 2005 (through a download) the installation failed, and then the subsequent uninstall failed. i got in touch w/ symantec tech support and spent many wonderful hours listening to their muzac and getting walked through a manual unistall... it failed. after a few days of this back and forth and some hard drive reversions using adaptec go back, symantec sent "logtool25": which i suspect is their program to scan my computer and see where their dirty little leftovers are located and why installation continues to fail. it didn't work. but here's what it did:
    1 file(s) copied
    Please be patient this tool may take a couple minutes to complete
    Sharing violation - c:\norton6.log
    File not found - C:\WINDOWS\TEMP\instopts.dat
    File not found - C:\WINDOWS\TEMP\norton*.*
    File not found - C:\WINDOWS\TEMP\sym*.*
    File not found - C:\WINDOWS\TEMP\snd*.*
    File not found - C:\WINDOWS\TEMP\is*.tmp
    File not found - C:\WINDOWS\TEMP\ids*.*
    File not found - C:\WINDOWS\TEMP\perflib*.dat
    File not found - C:\WINDOWS\TEMP\ssaliveupdate.dat
    File not found - C:\WINDOWS\TEMP\avres*.dat
    File not found - C:\Documents and Settings\All Users\Application Data\Symantec\L
    iveUpdate\*.log.liveupdate
    Invalid switch - /N
    Invalid switch - /N
    Bad command or file name
    Bad command or file name
    Bad command or file name
    Bad command or file name
    Bad command or file name
    Bad command or file name

    Sharing violation reading drive C
    Abort, Retry, Fail?

    after the last unsuccessful install/uninstall attempt i could not go online through my verizon dsl and got "error 629 the port was disconnected by the remote computer." i also could not access microsoft word or documents (which is where i have my verizon dsl settings/info stored) at this point symantec said it was a microsoft issue. they were kind enough to tell me that NIS2003 should be unistalled before installing 2005, do you think they should mention that on their upgrade page? i kinda do
    they gave me the # for microsoft, since i could no longer connect to the internet, microsoft conferenced with verizon and long story short i ended up reinstalling both programs from discs, i suppose i should've just tried that from the start rather than waste more hours than i care to admit (especially in this forum) on the phone. so there is the background, here's where i'm at now:
    I am naked on the net. no firewall, no antivirus, no nothing. trying to get this resolved. Verizon is sending their latest version and i should have that tomorrow. i was told that i should install that 1st before attempting to complete my norton upgrade. i will be calling symantec tonight and demanding the discs, a year of subscription and a refund but the problem still remains. the only thing i fixed is what norton corrupted, i feel i have not fixed the problem with norton itself. i do not want to try to install it again until i'm sure i've got all their old stuff removed. do any of you techie gods or goddesses have suggestions. i sure as hell don't trust tech support any more. and i want my protection!! here's my info: don't laugh at my ram ; )
    Gateway Select 950 PC
    OS = Windows ME
    CPU = AMD Athlon-PECM 950 MHz
    Memory = 128 MB (PC133 SDRAM)
    Hard Drive = 10GB 5M Ultra ATA
    Please help I don't trust symantec tech support enough to get me through this without corrupting my computer again!!! Thanks for any and all input. Happy New & Improved Year
     
  2. tigerray00

    tigerray00 Specialist

    If you really don't want to deal with symantec, you might want to look into getting rid of them. While their paid services are usually pretty good there are free progams out there that can protect you adequately. Majorgeeks.com has list of software, both freeware(no cost) and shareware(try before you buy), that will work just as good if not better. Try these links.


    http://www.majorgeeks.com/downloads29.html - This one is good for many anti-virus apps. I personnally use AVG Free 7.0.

    http://www.majorgeeks.com/downloads31.html - This one is good for spyware removal. I have experience with Spybot S&D and Ad-Aware SE Personnal

    http://www.majorgeeks.com/downloads34.html - This one give you a list of firewall apps.

    I hope some of this helps.
     
  3. prplmtngal

    prplmtngal Private E-2

    thank you for quick reply. i have spybot and ad aware from this awesome site and will check into the other downloads you posted. again thanks. i poked around symantec and copied/printed all the instructions for manual removal, which i'll try tomorrow.

    Symantec has restored my faith in them, as i asked for a refund and to have the discs sent gratis. it took some negotiating but they agreed. i learned a most valuable lesson though, there are far better ways to diagnose and fix your computer than calling any company's tech support.
     
  4. techiegirl2

    techiegirl2 Corporal

    :rolleyes: As a NIS user, I have been where u are and have succesfully solved the problem with much patience.

    First step: Because you are doing an upgrade online?, normally you should not have any problems. Since you are there may be files that are corrupted in your initial NIS that are causing you the problems. You may have to go into the registry to get a real clean. I am not suprised that Symantec told you to do a clean uninstall of 2003, unfortunately they do not give a thorough explanation, nor do they have good cleaning tools.

    Second step: Try to get a refund on your 2005 upgrade if you can, and let them know (by letter) the exact details.

    ** I sent a letter to the head office and received more of a response than all the online help could do. I then had to work with a techie support person over the next couple of weeks to solve my issue.I ended up uninstalling it three times, going into the registry and dealing with tech support through e-mail. After all that I fixed it. It was a long process, but it was done.

    Third step: Once you get your refund, and all you have left is your NIS 2003, do a regular uninstall and then e-mail me at wiredwoman_@hotmail.com and I can walk you through the registry part.

    Fourth step: As all geeks on this site recommend, try Avast Anti-Virus and eventually say goodbye to Norton.

    Once my subscription runs out, that is it for me. :)

    Let me know if you have any questions.
     
  5. Matacumbie

    Matacumbie Rocky Top

  6. techiegirl2

    techiegirl2 Corporal

    I found I used that too and still had to go into the registry. Sometimes the removal tools do not remove everthing.
     

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