Security and Anti-Virus

[John_Kiernan]

I am trying to download Norton security suite.  I would prefer to do this without the constant guard installed, but if that is not possible I'll take it.  When I try and download the suite, either by itself or with the constant guard, the website returns the error at the end of this post.  I make sure I am logged into comcast when trying to download it because it looks like an authentication error.  I have tried multiple computers on my network and no luck on any of them.  Any ideas?

Error - Single Sign-On

Unable to provide subject and attribute info. Attribute mapping(s) failed: Mapping lookup 'LDAP' returned empty result.

Please contact your system administrator for assistance regarding this error.

Adapter: CIMAAccountAuth

[Moguns]

Until a security expert weighs in on this, let me ask you this? Are you there is no other security software (McAfee, Kaspersky, etc) on any of the computers on your network.

And if you did have some other software, did you use their programs to delete ALL of their files?

It is my understanding that Norton can be downloaded and installled without Constant guard.

[USAF_E-8_RET]

@ John Kiernan,

Please see this thread for possible answers/solutions.

http://forums.comcast.com/t5/Security-and-Anti-Virus/Error-Single-sign-on/m-p/1022413/message-uid/10...

Yes, Norton can be dowloaded andinstalled by itself using this link:

http://xfinity.comcast.net/constantguard/Products/CGPS/norton/

If no help, please post back (include what Chat support has to say)!

[Moguns]

thank you SGT!

[lazaropaez09]

if you found solution send to me how please i have same problem              L09

[Jumpstart100]

The problem you are experiencing is because of Malicious Software (MalWare) on your computer. If you go to a computer that is not infected and log in you will see that you are able to log in and download the software.

If you need further assistence with this you might want to consider a XFINITY Signature Support Personal Tech https://signaturesupport.xfinity.com/personal-tech or by calling 877-550-0793.

[USAF_E-8_RET]

@Jumpstart100,

A single sign-in error is not caused by malware, it is basically caused by misommunication between Comcast and Norton databases/servers.

[BlueJay]

Who is Jumpstart100? And why is h/she allowed to shill for an "affordadable" plan from comcast/xfinity signature support??

In 3 different threads the same message was posted--  anyone else would be accused of spamming...

ciao, bj

[USAF_E-8_RET]

Please calm down BlueJay, I was just not in the mood to remove all 3 posts this morning.

Actually, I thought it was more important to give correct information, re not malware, but database/server problems so others who may have similar problems do not follow their advice.

[jgbrown]

If it is possible to download Nortons without Constant Guard, please explain the process.

I will un-install Constant Guard for the 8th time and just  load Nortons which is the feature I need.

Because Constant Guard has no Internet Connection ( and all my other applications do )  I can't connect with Constant guard to use its GUI to trigger the download for Nortons. The information on the site says that Constant guard MUST be installed first to get to the Nortons download. If there is a work around, I would appreciate knowing it.

I have not heard back from tech support. They are supposedly reviewing the results of the CGPSDiagnostic.exe file and will give me a solution (?)

I have actually lost benefits with the implementation of Constant Guard.

[USAF_E-8_RET]

@jgbrown,

You can go here  http://xfinity.comcast.net/constantguard/Products/CGPS/norton/ to download Norton Security Suite.  Be sure to click on the NO THANKS pop up for Constant Guard and then click on GET IT NOW - this will download only Norton.

[jgbrown]

Thanks for the information. I pursued that route and the response from the Norton Download manager is: Automatic installation cannot continue. Click Open Browser for instructions on how to complete the installation manually.

Open Browser Link takes me to:

https://www-secure.symantec.com/norton-support/jsp/help-solutions.jsp?docid=kb20090225160423EN_EndUs...

Downloading and installing your Norton product from a service provider

This document describes how to download and install or reinstall a
Norton product that you subscribed to through your service provider.

These steps are general and may differ depending on your service
provider, and what product you are downloading. If you have questions
about the download process that are not answered here, please contact
your service provider.

It's really just running me around in circles. The auto download appears to be broken. It displayed my PIN but failed as it attempted to download. I tried it with all firewalls disabled.

[USAF_E-8_RET]

Sorry to hear you are having problems - have a look at  and try the instructions in this link:

https://www-secure.symantec.com/norton-support/jsp/help-solutions.jsp?docid=kb20090505011916EN_EndUs...

Please post back with results.

[jgbrown]

I followed the directions per the link.

I was using FireFox previously. Changed to IE-9 and deleted all history, cache etc. Set privacy and security options to default.

All temp files were deleted except the current session file which appeared locked. (folder:  IswTmp/Logs/ISWSHEX.swl

Ran the Norton Download manager again with the same results and the error was still "automatic installation cannot continue. Click Open Browser . . .

[USAF_E-8_RET]

---

jgbrown wrote:

I followed the directions per the link.

I was using FireFox previously. Changed to IE-9 and deleted all history, cache etc. Set privacy and security options to default.

All temp files were deleted except the current session file which appeared locked. (folder:  IswTmp/Logs/ISWSHEX.swl

Ran the Norton Download manager again with the same results and the error was still "automatic installation cannot continue. Click Open Browser . . .

---

Please try to download and install the free version of Malwarebyte's Anti-Malware from here:

 www.malwarebytes.org/mbam-download.php

If you can download it and install it, update it and run a scan.

Post back if you can accomplish the download , install and scan.

[jgbrown]

There was no problem downloading, installing and running the scan. No Malware was detected. I use Ad-Aware and it hasn't identified any items either. I cleaned the registry of lost fragments but none of those things have been helpful.

Initially when Constant Guard started being used by Comcast, I had no trouble installing and / or reinstalling Norton. That was done on several occasions with no complications.

There seems to be a conflict with either configuration options or a specific file that doesn't play well with Constant Guard. The forum post seems to indicate that others have problems also.

Any other suggestions other than doing a total restoral. Except for this issue, the laptop does everything I need.  

What are the things that keep Constant guard from recognizing that it has Internet access? The error message doesn't match reality when I can telnet to servers, SFTP, browse and log into https accounts.

I saw mention on the forum of another individual that could not run the Norton Download Manager. It seems we have the same problem and if you have anything else that can be tried, I'm willing to try it.

[USAF_E-8_RET]

@jgbrown,

Thanks for sticking with this and providing feedback which may help others.  The fact that you were able to download MBAM and also use Ad-Aware tells us you do not have any malware that is blocking the installation of Norton.

If you still have CG installed, remove it via Add/Remove Programs(Programs and Features). 

Then follow the instructions here, to remove Norton, run the Norton Removal Tool and attempt to reinstall a fresh download of Norton.

http://forums.comcast.com/t5/Security-and-Anti-Virus/How-To-Uninstall-Reinstall-Norton-Security-Suit...

I

f this fails, please post back and in the mean time I am going to request a Norton Employee who is a member of this forum (JonMc and volunteers his help from time to time to have a look at your situation and see if he has any helpful comments.

[JonMcB_Norton]

Thanks for the head's up USAF!

@jgbrown - I am going to send you a private message with instructions on how to get the 'direct download' of the product and install with it.  I can't post the link publicly (sorry guys).

-Jon

[jgbrown]

My sincere thanks to JonMcB and USAF_E8_RET.

JonMcB was able to get me to a point where I could start the install for Norton.

The install said there was a compatibility issue and identified ZoneAlarm. I had gotten no indications previously from Constant Guard and at one point had turned off all Firewalls just to see if that would help. Although it was turned off, the application was still installed and had references in the registry. That may have been sufficient for Norton to still identify it as a conflict.

It is not conclusive, but removal of ZoneAlarm did appear to clear my problem. [ HP laptop running Vista Home Premium ]

I mention that because I did not have an issue with an HP desktop running Xp and an active ZoneAlarm. The Vista permissions on the laptop were probably also a factor.

[jgbrown]

My sincere thanks to JonMcB and USAF_E8_RET.

[jgbrown]

JonMcB was able to get me to a point where I could start the install for Norton.

[jgbrown]

The install said there was a compatibility issue and identified ZoneAlarm. I had gotten no indications previously from Constant Guard and at one point had turned off all Firewalls just to see if that would help. Although it was turned off, the application was still installed and had references in the registry. That may have been sufficient for Norton to still identify it as a conflict.

[jgbrown]

It is not conclusive, but removal of ZoneAlarm did appear to clear my problem. [ HP laptop running Vista Home Premium ]

[jgbrown]

I mention that because I did not have an issue with an HP desktop running Xp and an active ZoneAlarm. The Vista permissions on the laptop were probably also a factor.

[USAF_E-8_RET]

@jgbrown,

Glad you go it sorted and thanks so much for the feedback.

If you have a look here

http://forums.comcast.com/t5/Security-and-Anti-Virus/How-to-Initially-Install-Norton-Security-Suite/...

you will see that we have included a link to a Kaspersky  support site that provides different tools to assist with the total removal of other security programs prior to the Norton install in order to ensure a conflict free install of Norton.

Thanks again Jon! 

[jbgreene]

I am having the same problem with a totally fresh install of Windows 7. I have turned off just about everything and there is nothing on this machine yet except the OS. I was able to do a direct download and installation of the trial Nortal 360 from the Symantec site so if there is any way you could send an email with the direct download link to me, it would be appreciated.

[USAF_E-8_RET]

Did you delete the PM that JonMcB sent you? 

The link for the direct download should be in that PM.

[Skivit]

I am getting the same error.  I was on chat with a rep and her response was that it's an issue with Norton and my OS.  I need to contact Norton to figure it out.  I could really use that direct download link myself.

[USAF_E-8_RET]

@ Skivit,

As I remember it, thee was more to the fix than just the direct download link.  The OP had  some other security program that had not been completely removed prior to trying to install Norton.  Do you currently or have you had any security programs installed prior to the installation attempt?  If so, please advise and we'll go from there.

[jgbrown]

I see there are folks still having some problems similar to what I experienced.

I had Zone Alarm on my Vista system in addition to Ad-Aware. The conditions were different on my XP machine and it didn't seem to mind the extra applications (maybe I was just lucky). But Vista with more stringent permissions was real unhappy.

I removed Zone Alarm completely and then I was able to do the install and I asked for clarification as to whether disabling wasn't sufficient because NSS still detected that Zone Alarm was there.

The support tech did email that "yes, Zone Alarm being on the system can cause problems with NSS functionality (Even if it is disabled, the drivers are there, which can conflict with the Norton firewall).  In general, you don't want to run more than 1 firewall and 1 AV product on a machine."

If there is a need for the Zone Alarm feature it might function alright after NSS is installed. But it prevented the installation once it was there.

[Skivit]

I have no security programs installed.  This is a clean install.  I went to install Norton as soon as I could and got the error.

Strangely enough I had my uncle go through the process at his house ann he copied the link location and sent it to me.  I clicked it and it worked.  I now have Norton.  I don't get it but I'll take it.

Thanks,

Skivit

[Kubetsu]

Before you were sent the link - were you downloading it from a Comcast Internet connection? I'm not positive, but I always thought you had to download Norton from a Comcast HSI connection - That's how they keep just anybody from downloading it.

[wazoomr]

Thanks for the link to the Norton Security Suite. Make sure you click "No Thanks" on the pop-up when you open the link, otherwise it will attempt to install Constant Guard. Before I found this, I installed Constant Guard with Norton Sec. Suite, but found the Const. Guard annoying and useless. So, I uninstalled it separately which can be done afterwards and still leave Norton Security Suite on your PC.

[USAF_E-8_RET]

FWIW, the current link for NSS download in the FAQ's shold bypass the NoThanks button for CGPS: