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NAV 2012 stopped working/won't reinstall

Had a bluescreen fail overnight, traced to AV2012.  I've used the removal tool (several times), and reinstalled NAV (several times).  Each time I get a "successful" message, but 1) no tray icon, 2) nothing runs/no disk activity 3) "free upgrade" says no product installed.

I've spent all evening titting around with this and am getting seriously pissed off.  I'm reluctant to go to AVG or McAfee as they're so processor hungry - but I can't (daren't) use my laptop & its affecting my business.  HELP!!

Antworten

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Re: NAV 2012 stopped working/won't reinstall


powellct wrote:

Had a bluescreen fail overnight, traced to AV2012.  I've used the removal tool (several times), and reinstalled NAV (several times).  Each time I get a "successful" message, but 1) no tray icon, 2) nothing runs/no disk activity 3) "free upgrade" says no product installed.

I've spent all evening titting around with this and am getting seriously pissed off.  I'm reluctant to go to AVG or McAfee as they're so processor hungry - but I can't (daren't) use my laptop & its affecting my business.  HELP!!


Welcome,
First, is your subscription still valid? Have you run any other scans? Are there any other indications of problems or things not working correctly? Operating system? Will the new NAV install?

Thanks

Dick Win 10x64 current current NSBU
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Re: NAV 2012 stopped working/won't reinstall

Hi, thanks for the reply.

Subscription is valid to March 2013, I'm running Vista Home Premium on a Compaq Presario C700.  Everything else appears to be running fine, it started after an overnight (unattended) crash - and then subsequently crashed every reboot until I uninstalled NAV2012 in safe mode.

If I run Download Manager (after Removal Tool and rebooting), it tells me NAV installed successfully.  However, I have no tray icon, and the program group appears but won't run - no error message, just nothing happens.  I'm currently searching for my wifes memory stick so I can run NRBT, which is the only thing I can think of left to try.

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Re: NAV 2012 stopped working/won't reinstall

Update - NRBT run this morning, no problems found.  Have just tried uninstall/reinstall - same problem.
Any ideas from anyone?

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Re: NAV 2012 stopped working/won't reinstall

Another update: Uistub.exe won't run from DOS, but I do appear to have forced a "Symantec Services Framework has stopped working" and error 8504, 104 on Autofix - "LiveUpdate failed".  Running NRnR.exe fails to detect a product to remove and reinstall, but its in my Program Files, and shows on the "services" tab on msconfig.

Rapidly losing patience now.

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Re: NAV 2012 stopped working/won't reinstall

Hi,

It sounds like you have something more than a simple installation failure. You didn't mention running a scan like Malwarebytes free scanner

http://www.malwarebytes.org/products/malwarebytes_free

to see if it finds anything unusual. It's Norton compatible so keep it on the desktop as a second opinion tool.

Keep us posted

Dick Win 10x64 current current NSBU
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Re: NAV 2012 stopped working/won't reinstall

Thanks Dick.

I've run that and found 27 instances of "Adware DoubleD" (which is quite an old problem by all accounts, and raises the question of why NAV hasn't ever detected it - including on the boot scan tool).
I've removed all those, uninstalled NAV, rebooted, used NRT, rebooted, reinstalled blah blah blah and still the same problem.

Norton Vulnerability Protection addon is now requesting "enable" every time - but its enabled.... Security Centre finds NAV and reports it turned off, but won't turn on. NRnR fails to find a product that can be upgraded. 

I'm going round in circles here. **Pulls hair out**

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Re: NAV 2012 stopped working/won't reinstall

Bump

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Re: NAV 2012 stopped working/won't reinstall

If you are using the download manager, it is probably downloading and installing NIS 2013.

Try downloading the NIS 2012 installer from   www.norton.com/nis12

Then run the NRT again. Reboot, then use the installer you downloaded to install 2012 again.

From the main NIS screen, go into Settings - Computer - Updates and turn off the option Automatic Download of new version.

Run LiveUpdate manually a few times, rebooting as necessary, until no updates are available.

Let us know if that helps.

Things happen. Export/Backup your Norton Password Manager data.
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Re: NAV 2012 stopped working/won't reinstall

Thanks,

I'm downloading NAV from my account, not NIS; why would it be trying to load NIS?

I've literally just done it again, in this order.

Run NRT, reboot.

Run Malwarebytes, remove infected files.

Run "disk cleanup" from "My Computer"

Manually delete all leftover Norton files I can find (getting desperate now)

Run NRT again, reboot

DL NAV2012 from myaccount. I have photos showing most of the sequence - specifically, "Downloading", "Extracting the virus scanner", "Downloading the latest virus definitions", "Scanning", "Finish (you must restart...)"

Reboot

Message come up "Norton Antivirus installed successfully, if you want to install on another device click here"

Click Finish.

Still no NAV icon in the tray, so I'm still not sure if I'm protected or not.....

I'll give the NIS 2012 installer a go, but I have no product key for it.  Come to think of it I've never been asked for the NAV one, either.

AAAARRRGGHHH!!!!!!!

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Re: NAV 2012 stopped working/won't reinstall


powellct wrote:

Thanks,

I'm downloading NAV from my account, not NIS; why would it be trying to load NIS?

I've literally just done it again, in this order.

Run NRT, reboot.

Run Malwarebytes, remove infected files.

Run "disk cleanup" from "My Computer"

Manually delete all leftover Norton files I can find (getting desperate now)

Run NRT again, reboot

DL NAV2012 from myaccount. I have photos showing most of the sequence - specifically, "Downloading", "Extracting the virus scanner", "Downloading the latest virus definitions", "Scanning", "Finish (you must restart...)"

Reboot

Message come up "Norton Antivirus installed successfully, if you want to install on another device click here"

Click Finish.

Still no NAV icon in the tray, so I'm still not sure if I'm protected or not.....

I'll give the NIS 2012 installer a go, but I have no product key for it.  Come to think of it I've never been asked for the NAV one, either.

AAAARRRGGHHH!!!!!!!


Sorry...my bad 

The Download button from your account will download the latest version of which ever product is on your subscription. At this time, it will download 2013 versions that may be causing your issue.

Try   www.norton.com/nav12

That will download the Nav 2012

Things happen. Export/Backup your Norton Password Manager data.
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Re: NAV 2012 stopped working/won't reinstall

OK, getting somewhere.  The download/install screen for the NVA2012 exe was different, so that may well be part of the problem.

However....

Loaded up NAV2012 from the exe file, rebooted, and...... Blue Screen Of Death.  Quick glimpse of the message before the memory dumped was IRQL_NOT_LESS_OR_EQUAL, but a didn't get a chance to get any other numbers. System Restore has taken it back to where I was before.... :-(

So it would appear theres deffo some conflict between windows and NAV, but which upgrade is the culprit is anyones guess.

Next steps, anyone, or do I just dump Norton and go back to Dr Soloman....?

Thanx in advance.

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Re: NAV 2012 stopped working/won't reinstall

Bluescreen viewer report from the original crash shows below.  So its NAVENG.SYS and/or ntoskrnl+163cd4.  Which, as literate as I am, means absolutely nothing to me......

"Mini091312-04.dmp 13/09/2012 04:43:12 MEMORY_MANAGEMENT 0x0000001a 0x00004000 0x868fceb8 0x000fffff 0x000fff00 NAVENG.SYS NAVENG.SYS+0     32-bit ntoskrnl.exe+bb91f ntoskrnl.exe+8c54f ntoskrnl.exe+164267 ntoskrnl.exe+163cd4  C:\Windows\Minidump\Mini091312-04.dmp 2 15 6002 138,408 "

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Re: NAV 2012 stopped working/won't reinstall

Do you have SP2 for Vista?

Things happen. Export/Backup your Norton Password Manager data.
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Re: NAV 2012 stopped working/won't reinstall

Yep, Vista Home Premium SP2. On System though its offering me an upgrade ("Upgrade Windows Vista"). It doesn't say what to, and I'm loathe to start buggering around further without getting to the bottom of this NAV stuff - although it has to be said it may resolve conflicts.  Who knows.......

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Re: NAV 2012 stopped working/won't reinstall


powellct wrote:

Yep, Vista Home Premium SP2. On System though its offering me an upgrade ("Upgrade Windows Vista"). It doesn't say what to, and I'm loathe to start buggering around further without getting to the bottom of this NAV stuff - although it has to be said it may resolve conflicts.  Who knows.......


My guess it is either trying to get you to upgrade to Win 7 or Vista ultimte or something like that.

There may be some hardware issues.

Check that your system date and time are correct.

There may be issues with your hard drive.

To check your hard disk, click on the Windows Start button. In the search box type CMD. Right click on cmd.exe and click on run as administrator. In the command prompt type "chkdsk c: /r"  without the quotes. A message will come up asking if you want to check the disk on the next restart. Answer 'Y'. Reboot and the check disk will run before Windows starts up. This check will check the file system as well as the physical disk surface. This scan can take a long time, depending on the size of your hard drive.

Let us know if there are any errors found.

Things happen. Export/Backup your Norton Password Manager data.
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Re: NAV 2012 stopped working/won't reinstall

Thanks Peterweb (can I call you Peter? )

I ran chkdsk overnight and have just reviewed the logs - theres a shedload of information in there - am I looking for anything specific? There appears to be errors with Windows Live/NET framework, but they appear in previous errors so that would imply they're not the cause - unless a NAV update now conflcts?

As I say, I'm reasonably literate, but analysing lines of error codes is a bit beyond me.

I'm half tempted now to say "stuff it" and go buy a new laptop - I'm spending so much time on it and I'm terrified of doing any online banking in case theres some keylogger hidden away now I don't have any guarding....

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Re: NAV 2012 stopped working/won't reinstall

Peter is good.

Lets try checking your Windows files.

Click on Start. In the search box enter cmd. Right click on CMD.exe and click on run as administrator.

Type SFC /scannow

This will scan your Windows system files and try to correct what it can.

See if that can fix things.

Things happen. Export/Backup your Norton Password Manager data.
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Re: NAV 2012 stopped working/won't reinstall

Thanks Peter.

Once again, I've run that overnight.  Dialogue box tells me "Windows Resource Protection found corrupt files but was unable to fix some of them".  The log is protected (which is strange as I should have full admin rights - no-one else uses this PC bar the wife for spider solitaire & email...) so I'm unable to view it, Windows Explorer tells me its 32meg.  Trying to read it in the DOS window "edit cbs.log" shows it as blank.... (but then it's a long time since I buggered about in DOS)

Nevertheless, the original statement holds true, so I shall attempt another uninstall/install and see what happens.

BTW, it would appear I do have a recovery partition, so I'll try that as well - I just need to offload a lot of files to an external before I do - just in case....

Cheers,

Colin

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Re: NAV 2012 stopped working/won't reinstall

Colin

What happens when you right click on the .log file?

I don't think the scan takes that long. Try the scan again while you have a beverage of your choice, and see if you can see more reported as it runs.

Recovery partitions are a last resort that many are not eager or willing to do. Depending on the age of your system, there can be a whole lot of updating after the restore.

If you are up to it, you can go that route.

I was hoping others might join this discussion.

Things happen. Export/Backup your Norton Password Manager data.
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Re: NAV 2012 stopped working/won't reinstall

I'm away from it at the moment Peter, but from memory I think it only gave me the usual right click menu options - I'll have a look when I get back to it.
I bit the bullet an bought another [budget] laptop as I have to be able to have security when I invoice people/do online banking.  However, given all my archive invoices/estimates/photos/drawings are on the old one, along with 4 years of other stuff, I'd like to get it sorted.  I bought a copy of 360, so I may give that a bash as its a 3 licence copy.

Ah yes - the old compaq is 4 years old, so you'll appreciate my own reluctance to go for a recovery......

I still keep coming back to the fact that something updated at around 4am on 13/9 and caused the repeat BSOD.  Given that you appear to be the only one helping on this (for which I thank you wholeheartedly), are you aware of any virus payloads with a trigger of Sept 13th?

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Re: NAV 2012 stopped working/won't reinstall


powellct wrote:

I still keep coming back to the fact that something updated at around 4am on 13/9 and caused the repeat BSOD.  Given that you appear to be the only one helping on this (for which I thank you wholeheartedly), are you aware of any virus payloads with a trigger of Sept 13th?


Hi Colin (and Peter),

Since Colin suggested he desired more help and Peter hoped for more help, I don;t know if I qualify or not, but I've been followng along and found the statement from Colin's last post interesting.  This is a super long shot - but here goes:

From the Cheers and the Europeon date format, I will guess that Colin (which is also a fine British name) is in the UK. 

Anyway, the UK is 6 hours ahead of us here in Mississippi and we are 2 hours ahead of California.  The 2nd Tuesday Windows Update is normally released around noon Pacific Time - which would be 8 PM British time.  I have my Windows Update set to downlaod and notify me and I will decide when to install.  Using this option I get my 2nd Tues Windows Updates showing as downloaded when I boot up on the 2nd Wed morning (around 7 AM  9/12) - which would make it 1 PM (WED 9/12). 

Now I am not sure when the Window Updates are available for the UK, nor what Colin has his options set for in Windows Update - but it could be a Windows Update that occurred.  Colin can check his Windows Update "View update history" to see if they were installed on the 13th.   FWIW,  I also had a MalwaereBytes program upgrade on the 11/9. That canbe checked in Control Panel > Programs & Features.

As I said, I have read thru this thread and with some of the wording am not sure everything was done in the correct (recommended) order - ie. Removed Nav via Control Panel > Programs & Fetaures > Reboot > Run the Norton Removal Tool > Reboot > and then Install NAV from Norton Account. I have seen where going thru manually removing Norton entires  - be they folders or in the registry has messed up the information that is purposely left behind (the product key text and the ID Safe data). 

I would like to see this done and see what we end up with.  If no improvement, we could try the same procedure, only using the NAV 2012 diownload link insted of the NAV 2013 from Norton Account.

I have not jumped in before, as I try to avoid jumping in and asking for something to be done that messes up the direction the person helping (Peter in this case) was trying to go.  Since you both hinted at some more help - I figured I'd throw my 2 cents out there. 

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Re: NAV 2012 stopped working/won't reinstall

Thats cool - sorry, I wasn't intending to have a dig at the lack of support!.

I think I've tried every combination of removal/reinstall with the same result - NAV goes through the motions of downloading (it MAY BE downloading), updates the definitions etc etc - it even shows under "All Programs" - but it won't show in the tray, and it won't run from the start menu.  It may be that I am protected, but I can't run a manual scan. The NRBT didn't pick anything up on th eboot scan, but Malwarebytes did....

Loading NAV 2012 gives the same BSOD as the morning of the 13th - so to my (limited) brain it HAS to be a conflict with NAV 2012 and...... something.  I'll boot the bugger tomorrow and run through Peter's suggestion(s), and also review updates.

And yes, I'm UK based - can't you tell by the dodgy Dick van **bleep** Mary Poppins accent as I type

Cheers,

Colin

Edit - I should point out that I removed remnents/folders of Norton stuff in sheer desperation, just in case there was a bug somewhere....

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Re: NAV 2012 stopped working/won't reinstall

Thanks for your 2 cents Yank. The more suggestions, the better the chance of a solution.

Colin

If you have bought the replacement laptop, you should have no trouble transfering your data and files from the old computer.

You initially had the issue start while still running NAV 2012, so Yank's suggestion of a Windows update makes sense.

You might be able to use system restore to bring your computer back to before the offending date. Note that you should do this before you reinstall Norton, as the system restore can confuse the Norton file checking.

Then set your Windows updates as Yank mentioned...Download and Notify, but allowing you to choose when to install. That way you can control when to let it happen. You can delay for a while so you can test Norton again.

Things happen. Export/Backup your Norton Password Manager data.
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Re: NAV 2012 stopped working/won't reinstall

Ah-ha!! My thoughts exactly Peter! 

Except I've tried that too - and the earliest date it would allow me to restore to was....... you got it, just after the BSOD on the 13th.....

Now, here's an interesting thing. I don't have a timestamp, but on the 13th I had:

Security update for MS .NET framework - failed - twice (not overly concerned about that one, as its been failing to install for months)

Definition update for MS Office 2010 (KB98726) - successful

Update Rollup for ActiveX Killbits for Vista (KB2736233) - successful (ActiveX - hmmmm)

Windows malicious software tool (KB890830) - successful - double hmmm.

I shall no go forth to my trusty Google Guru (other search engines are available) and just review if anyone has had issue with ActiveX and Mal S/W tool.

Be back later, don't go away.....

Col.

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Re: NAV 2012 stopped working/won't reinstall

"Security update for MS .NET framework - failed - twice (not overly concerned about that one, as its been failing to install for months)"

Indicates a broken OS, format and reinstall, such security updates do not fail on a healthy OS, and since it is .NET it is rather important for most modern applications.

I have NIS 2013 running on a fully updated Win 7 as Win 8 box with Office 2010 on both of them, no issues what so ever.

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Re: NAV 2012 stopped working/won't reinstall

Now I feel like a proper pro - I have 2 laptops open and an iPhone on the side.  Shame I don't really know what I'm doing.

KB2736233 appears to be a patch for Cisco routers...... and on top of that the support.microsoft site makes no reference to Vista 32-bit (I make the assumption here that where MS list something as "x64" or "X86" thats what they're referring to).

So the next question is (despite MS dire warning about not uninstalling security updates) is "how do I uninstall security updates"? 'Cos it ain't in "Programs and Features".

Col.

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Re: NAV 2012 stopped working/won't reinstall

Thanks Violator, but "format & reinstall OS" is the sort of thing I want to avoid at the moment. Its a little drastic n'est ce pas?

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Re: NAV 2012 stopped working/won't reinstall

All security updates can be found from the search field at your start menu, type "Installed Updates" witouth quotes, and click on "View installed updates" that appears on the top.

It might also be a good idea to download the full .NET distro package included with it's service pack and let it run a repair install, should fix the issue with the update that doesn't want to install.

Format and reinstall isn't drastic if you can't fix whats broken, I prefer a 3rth party backup/restore thou.

I don't quite recall how it works with Vista, but doesn't a Vista media offer a repair install?

EDIT: And no, KB2736233 is not an update for Cisco routers :D but for some of their software, it doesn't break NIS thou, I got that security update on my Win7 box.

MS also has refference to Vista x86 added, where did you look?

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Re: NAV 2012 stopped working/won't reinstall

Before going forward with more 'fixing', I would suggest doing the data transfer to the new laptop. At least you will have what you need if we 'pooch' this.

As Violator noted, .NET Framework is required by many programs including Norton.

See the following Microsoft Answers thread and see if the Answer given can help. It deals with cleaning up the .Net installation on your computer. Be sure to read the full Answer before starting.

http://answers.microsoft.com/en-us/windows/forum/windows_other-windows_update/installation-of-net-framework-update-fails/f724dea6-f0d7-4f08-8fa1-c7480c9daf85?auth=1

Things happen. Export/Backup your Norton Password Manager data.
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Re: NAV 2012 stopped working/won't reinstall


Violator wrote:

"Security update for MS .NET framework - failed - twice (not overly concerned about that one, as its been failing to install for months)"

Indicates a broken OS, format and reinstall, such security updates do not fail on a healthy OS, and since it is .NET it is rather important for most modern applications.

I have NIS 2013 running on a fully updated Win 7 as Win 8 box with Office 2010 on both of them, no issues what so ever.


Hi, Violator.  Defects in the DotNet Framework are a known cause of "failure to install" for NIS/NAV.  In order to solve the problem, you have to remove NIS/NAV, completely remove the DotNet Framework, reinstall the DotNet Framework and then reinstall NIS/NAV.

Procedure can be found here:

http://community.norton.com/t5/Norton-Internet-Security-Norton/ccSvcHst-exe-Illegal-Instruction-error/m-p/808704#M217598

Note:  At this time, it is NOT recommended to blindly install NIS/NAV 2013.  Ensure you remain with NIS/NAV 2012 as a means of regaining stability.  Yes, you will eventually want NIS/NAV 2013.  However, if you are having trouble with the latest version, now is not the time for you to be moving to that product.

Hope this helps.

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Re: NAV 2012 stopped working/won't reinstall

Jinkies, Scooby - a mammoth session of uninstalls/installs/upgrades..... However, I shall give it go (probably tomorrow night when I will have some undisturbed time - hopefully....)

Thanks for that - I feel optimistic....

Col

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