Security and Anti-Virus

[jose-gamit]

Good day to all of you.

I have a situation with installing the new version of Norton Security Suite (version 6). The problem lies with installing. Every single time I try to install, the installation stops at 99%. I left it alone for hours (one time I left it on for 3 hours) but it did not complete the installation.

I've tried everything from checking the disc drive and attempting to fix bad sectors to running the System File Checker. I clean uninstall the old Norton Security Suite (version 5) and even clean my internet history for both Internet Explorer and Firefox. It still ends up at 99%. I never install Constant Guard with Norton (although I tried once, the same situation keeps happening). Please provide me some help

Microsoft Windows Vista Home Premium Service Pack 2 (32-bit)

Gateway GT5428

Updated Applications that I am aware of

[USAF_E-8_RET]

Hi jose-gamit,

Please try the instructions in the following link to uninstall, run the Norton Removal Tool and reinstall Norton Security Suite.  I know you have essentially done this in the past - but this is the corredct order to do things that may prove successful.

When you go to download the NSS, please click on the No Thanks for the Constant Guard Protection Suite - which will reveal the Get It Now button for the fresh NSS v 6 install.

Please let us know the results.

[jose-gamit]

I have done what you have told me but it still ended up at 99% installation progress saying that it is starting up services.

Let it be known that I have no other anti-virus security installed, Windows Firewall is on, and I have cleared the download history prior to downloading the Norton Removal Tool and the Norton Security Suite. However, I do have problems erasing my Internet Explorer History if that helps you. I did System Restore back to when I have Norton Security Suite 5 installed but I immediately uninstalled it. Hope that is enough information.

[USAF_E-8_RET]

@ josie-gamit,

I have been made aware that I left out the link to the instructions (sorry) - although you came close to what I suggested. Here is the link :  http://forums.comcast.com/t5/Security-and-Anti-Virus/How-To-Uninstall-Reinstall-Norton-Security-Suit...  Please follow the instructions and let us know how you make out.

BTW - when installing NSS, the Windows firewall and Windows Defender should be turned off automatically

Be advised that running a Windows System Restore will corrupt the NSS install, as you are going back to a date that the NSS defintions may be cut out.

[jose-gamit]

The results are still similar even if I follow the directions that you gave me with the Windows Firewall and the Windows Defender off. I tried the installation on another device (Dell Inspiron Mini 10) and the installation is a success lasting less than with my Gateway.

Could it be that the registry or the Windows Installation files have been corrupted?

[USAF_E-8_RET]

Hi jose-gamit,

Were you having any problems with NSS v 5 prior to starting th uograde to version 6?

Just to be on the safe side, please download and run MalwareBytesAnti-Malware free and run a scan on the system. Do not accept the trial offer. 

Let us know the results.

[jose-gamit]

The MalwareBytes scan resulted in no problems. Just in case, I ran Microsoft Fix-It on Installing and Uninstalling program. I followed the directions carefully but the results still ended up the same.

Before I performed the system restore, it also ended the installation at 99%. When done system restoring, Norton Security Suite 5 was not working.

Apologies for not responding earlier.

[USAF_E-8_RET · Accepted solution]

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jose-gamit wrote:

The MalwareBytes scan resulted in no problems. Just in case, I ran Microsoft Fix-It on Installing and Uninstalling program. I followed the directions carefully but the results still ended up the same.

Before I performed the system restore, it also ended the installation at 99%. When done system restoring, Norton Security Suite 5 was not working.

Apologies for not responding earlier.

---

Good to hear the  MBAM scan came up clean.  Thanks for the additional information.  I am at a point that I am not comfortable with, as I do not like to recommend this alternate removal method, but it appears to be the only way around this. The following will clean out all of the remaining files pertaining to the current and previous NSS installation attempts.  Hopefully this procedure will enable you to install NSS when you are done with it.  Please read over it, perhpas even have a look at what you will be uninstalling, deleting etc before actually doing the uninstall/removal/deletions.  I want you to be sure you understand and can follow the instuctions before actually accomplishing it.

Please open Run by pressing windows key + R -> devmgmt.msc -> View ->Show Hidden devices -> open Non-Plug and Play Drivers-> Maximize the Screen

If you have a identity safe data back it up ->

Goto Control panel uninstall norton AV ->select the second option to completely uninstall ->restart -> Run Norton Removal Tool -> Restart ->

Goto the screenshot page -> if you find   NAVENG, NAVEX15, Norton Antivirus settings manager, starting from Symantec Data Store to SymEvent (entries starting with Sym)  ->right click on them, click uninstall -> For the Restart prompts select no ->

Goto Program files  - if you find Norton Folder delete it ->

Goto Run ->type temp ->Delete all  the files in there -> Run -> %temp% ->delete all ->Now Restart the PC -

>Install Norton Security Suite ->Run Live Update until you get no updates found message ->restart PC  |

Let us know how it went for you.

[jose-gamit]

I have done everything you have said. When I tried to install, it still hangs at 99%.

However...

I restart the computer even if it is installing, and when the desktop opens up, the security suite seems to work correctly. I opened the suite, it started up and it is working perfectly.

I will update you in the future if it works.

[jose-gamit]

UPDATE: The Norton Security Suite is working fine. I performed the updating process and done a full system scan without any sort of notable situation.

And to everyone who has this sort of problem, please follow these directions that USAF_E-8_RET

has instructed me. This system restart that I have done is a very risky sort of endeavor that could harm the computer.

Thank you USAF_E-8_RET

for helping me out with this sort of situation. I know that it is difficult to help with every single situation but in the end we are all very grateful that we have the help we need when others have trouble with installing. Thank you.

[USAF_E-8_RET]

@ jose-gamit,

You are so very welcome.  There are times that things do not come easily in regards to a fix, but you are an excellent example of hanging in there and working with us to get things sorted.  As I said I do not recommend this solution for everyone -but after we got heur all the "normal procedures", sometimes you just got to try something out of the normal.

Once again thanks for the feedback and of course - glad you got it sorted!