From: Darryl Champagne [dgc03052@adelphia.net]
Sent: Saturday, August 12, 2006 11:29 PM
To: 'Symantec Technical Support'
Subject: RE: 'Case=002-372-278'
Look, this is ridiculous - you want me to spend even more hours of my time (billable by the hour), uninstalling all your software, so I can reinstall Norton Password Manager (and what about my stored passwords and settings), Norton Internet Security 2006, and Norton Systemworks 2006 (and in which order?), and of course that means I have to track down the original install images (or pay you more for extended downloads), just so that it _might_ change the behavior - all for what is clearly a bug in your software?  And of course, after reinstalling everything, multiple rounds of LiveUpdates are needed, with multiple reboots... What is next - the good old format the disk and reinstall the operating system?
 
I am a professional software developer / software architect.  This is your software, and it is leaking handles only when your software runs.  I don't really care if it's because of some strange interaction with Google search, or whatever - it's still your software doing it.  If you want me to enable the registry keys for detailed logging (which I have lying around somewhere), and send you log files - fine, or swap a given DLL for a custom debug version, then fine.  But don't waste my time trying to make a problem disappear, rather than fix the software.  If I have to uninstall everything, I may as well install a different product instead, because it would be MUCH cheaper and cost effective for me, rather than using up all that time.  Try something else.  Maybe if I get stuck in the airline lounge for a while next week with nothing else to do I'll try it, but it sure seems like a huge waste of time.
 
dgc


From: Symantec Technical Support [mailto:technicalsupport@symantec.iseva.net]
Sent: Saturday, August 12, 2006 7:08 PM
To: Darryl Champagne
Subject: RE:'Case=002-372-278'

Greetings Darryl,
 
We welcome you back to our Symantec Online Technical Support, your customer service at all times.
 
Darryl, I appreciate your cooperation and patience regarding this issue.
 
Darryl, please follow the steps provided below to resolve this issue:
 
[1] Run SymNRT to un-install the Norton product from your computer.
 
"SymNRT" was created to remove leftover files and registry entries that may be interfering with the new installation.
 
To use SymNRT please follow the link provided below:
 
Title: 'Using the Norton uninstall tool: Manual file download'
Document ID: 2006031710323113
> Web URL: http://service1.symantec.com/Support/sharedtech.nsf/docid/2006031710323113?Open&src=con_ols_nam
 
Note: The SymNRT removal tool will remove Norton products related to the 2004, 2005 and 2006 version. Please download and run all the removal tools included in the above document including SYMMSICLEANUP.reg and MSIFIX.bat
 
[2] Reinstall your Norton product on your computer.
 
Please follow the steps provided in the following document:
 
Title: 'Reinstalling your Symantec program after a failed installation or after you see error messages'
Document ID: 2004021112313539
> Web URL:
http://service1.symantec.com/Support/tsgeninfo.nsf/docid/2004021112313539?Open&src=con_ols_nam
 
Please let me know if the issue has been resolved.
 
Regards,
 
Navin Singh
Symantec Authorized Technical Support

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