From: Darryl Champagne [dgc03052@adelphia.net]
Sent: Wednesday, August 16, 2006 10:54 AM
To: 'Symantec Technical Support'
Subject: RE: 'Case=002-372-278'
Just for clarity, these are the steps taken to try and get your software back to a running state.  NOTE: Even without NPM working, the resource leak is back.
 

 

After uninstalling all Norton/Symantec software – resource usage immediately after reboot:

 

After installing NPM, when it tries to start, it gets:

Keep getting it, over and over.

After a while, just give up and reboot.

After reboot, keep getting the same error, NPM tries to start, keeps getting runtime error over and over again.

Attempting to continue gets:

 

 

After uninstalling everything over again, attempting to follow the second set of directions, the autofix tool fails with (after accepting the ActiveX control):

 

Try to run autofix from Firefox, just sits there.

Looking more closely, the webpage has an error (see bottom left of screen shot):

 

Rebooted clean per instructions, Searched on website, saw:


Error: "Microsoft Visual C++ Runtime Library Runtime Error! . . . Abnormal program termination . . . AcctMgr.exe" after installing Norton SystemWorks or Norton Password Manager

http://service1.symantec.com/SUPPORT/nsw.nsf/docid/2004032508241507?OpenDocument&src=hot&seg=hho

 

Did the reinstall of Windows script 5.6, and reboot.

Did the directX update

Did install in clean boot

Still hit problem.

 

Manually ran liveUpdate, updated what it could (NPM and something else), reboot, still get acctmgr problem.

 

Uninstall, reboot.

Try NSW

NSW2006B

(Chose custom, without GoBack)

 

Install completed (still on bare system boot).

Run, run LiveUpdate

Symlcsvc.exe had 92 handles in use.

Handles to to 96, then install the updates

Have to restart.

 

85 handles in use

Run LU

Reboot

84 handles

Run LU

Handles stable.

 

Try NPM

Reboot

AcctMgr error, over and over again.  Then error 1012

Handles up to 102

If skip, get to LU screen, run LU, more acctmgr errors, doesn’t run.

Try to open Norton Protection Center

LU finally opens, wants to upgrade NPM and 2 subscription services – Shared Component and Subscription client update.

Subscription Client Update failed.

Takes me to screen to download and install LiveUpdate. How to download and install LiveUpdate

http://service1.symantec.com/support/sharedtech.nsf/docid/1999051911110813?OpenDocument&seg=hho&src=_mi&product=LU&version=2.7&language=english&module=LU&error=1817&build=Symantec

However, the part of LU that did run wants to reboot, so do that first.

Note Symlcsvc.exe was up to 121 handles

 

After reboot,

One AcctMgr error (no attempt to run NPM). 

Open Norton Protection Center

Run Live Update, fails:

Handles at 90

Go To Website, try to RunItNow

Says to close all other SW,

Close LU, ProtCenter, word, try it.

 

This time AutoFix tool ran (but still with Error on Page).

LiveUpdate ran, and got:

Click the What if this didn’t work section, just get long pause, page does not change.

Finally get to:

http://service1.symantec.com/support/sharedtech.nsf/docid/2005072716150213?OpenDocument&seg=hho&src=_mi&product=LU&version=3.0&language=english&module=LU&error=1812&build=Symantec

Error: "LU1812: An update failed to install. A program that was part of this update failed . . . " when running LiveUpdate

 

Try the autofix tool it suggests.

Still getting done but with errors on page, but autofix tool is running.

Autofix tool did not find anything,

Check the NPM 2004 button, and show technical details, and try that.

Details:

Operating System Windows XP 5.1
Operating System Version build 2600
Service Pack Service Pack 2
OS Language 00000409
Available Memory 1022
CPU Type GenuineIntel
Browser Type Internet Explorer
Internet Explorer Version 6.0.2900.2180
Available Disk Space
OS Platform WinNT
Product Name Norton Password Manager
Product Version 2004.1.4.406
LiveUpdate Version 3.0.0.171
LiveUpdate Status -2144731101
LiveUpdate Errors -2144731101 ,-1,1122653960jtun_enlr0419.x00.full.z!!-2144731101 ,-1,1122653960jtun_enlr0419.x00.full.z!!-2144731101 ,-1,1122653960jtun_enlr0419.x00.full.z
Product Activation Status 1
DRM Version 1.9.1.826
Product Activation Results NOT Active

 

Now I get:

Norton Password Manager is no longer supported - Critical Issue

UPGRADE NOW

 

plusView details

minusWe no longer provide technical support for Norton Password Manager 2004. To continue receiving support, we suggest that you upgrade to the latest version of Norton Password Manager, which we offer to previous users at a discounted price.

 

Try to upgrade:

It just goes to the options for what I already have!

Norton Internet Security 2006 Upgrade + FREE Norton SystemWorks Basic Upgrade

 

Doesn’t give me any options.

 

Try with NSW, get:

Operating System Windows XP 5.1
Operating System Version build 2600
Service Pack Service Pack 2
OS Language 00000409
Available Memory 1022
CPU Type GenuineIntel
Browser Type Internet Explorer
Internet Explorer Version 6.0.2900.2180
Available Disk Space
OS Platform WinNT
Product Name Norton SystemWorks
Product Version ERR Invalid Product Code
Norton AntiVirus Present false
LiveUpdate Version 3.0.0.171
LiveUpdate Status -2144731101
LiveUpdate Errors -2144731101 ,-1,1122653960jtun_enlr0419.x00.full.z!!-2144731101 ,-1,1122653960jtun_enlr0419.x00.full.z!!-2144731101 ,-1,1122653960jtun_enlr0419.x00.full.z
Subscription Software Version 2.4.1.2056
Product Activation Status 1

 

The only option provided if that doesn’t work is to remove everything and start over – just like I did.

Try LU again, still fails.

Try SW,

Try running Norton Cleanup

Try Norton WinDoctor

Reboot

 

Got AcctMgr error

Run LiveUpdate, still fails.

Open Norton Systemworks

Check product activation, shows 5/18/2006, like it should.

Use Add/remove programs, uninstall NPM

Reboot into clean environmnet (just system services, and use original boot.ini).

Run LiveUpdate

Shows everything up to date.

Install NPM

NPM starts up, hit Next, get AcctMgr runtime error

While at 2nd error prompt, run LiveUpdate

Wants to update NPM, and 2 Subscription Services

Same exact behavior – subscription client update fails.

Wants a restart, restart again, full windows.

Get AcctMgr error

NPM startup screen comes up, wanting to hit next (which is where you always get another error)

Close window instead.

Try LiveUpdate

Same failure.

Try installing NIS 2006 now

Let it run scan, nothing found

Install without accounts and parental controls

Allow it to restart now.

 

Get Acctmgr error

Get NPM dialog, just leave it.

Get NIS dialog, walk through setup.

Activation ok, login to Norton acct.

Default, let it run LU, and Home Network Wizard

Home network wizard finished.

LU

[Sucks – it has lost all my settings]

9 updates found

8 work, same one failed.

Some of the updates require restart, so reboot.

 

 

Leave runtime error on screen

Open IE, doesn’t connect

Refresh, finally connects, but ad not blocked (perhaps lost my rules, or else not working).

 

Followed directions on someones blogs, cleaned out my profile temp area.

Now update worked.

Reboot.

 

Get Acctmgr error again

 

After a bit

Check handles of symlcsvc.exe, = 170

Open NIS, run LiveUpdate, nothing updated, handles now at 212 = 42 handles leaked.

 

So now the resource leak is back, and NPM is broken.  Attempting to even view status gets repeated Acctmgr errors, and long pauses with app frozen.

 

Forcibly end task with Task Manager

 

Start over with complete removal of everything again.



From: Darryl Champagne [mailto:dgc03052@adelphia.net]
Sent: Tuesday, August 15, 2006 10:07 PM
To: 'Symantec Technical Support'
Subject: RE: 'Case=002-372-278'

Oh, and before you tell me to go run this - I already did the steps listed in:

Error: "Microsoft Visual C++ Runtime Library Runtime Error! . . . Abnormal program termination . . . AcctMgr.exe" after installing Norton SystemWorks or Norton Password Manager

http://service1.symantec.com/SUPPORT/nsw.nsf/docid/2004032508241507?OpenDocument&src=hot&seg=hho

 

Did the reinstall of Windows script 5.6, and reboot.

Did the directX update

Did install in clean boot

Still hit problem.

 

dgc



From: Darryl Champagne [mailto:dgc03052@adelphia.net]
Sent: Tuesday, August 15, 2006 9:41 PM
To: 'Symantec Technical Support'
Subject: RE: 'Case=002-372-278'

Well, I tried, and now I have nothing running at all - gee thanks....  Well, you definitely aren't using any system resources now.
 
Everything has been uninstalled, but your Autofix tool is broken with IE6, and won't run properly, which means it won't delete temporary files, download LiveUpdate, or anything.
 
 
See the lower left corner of the screen below - This is what happens when I ACCEPT the ActiveX control, and let it run (No bars or messages afterwards, no other firewall installed, Windows firewall turned off):
 
 
If I try to manually install Norton Password Manager (because it is the oldest program), it fails, with repeated:

Followed eventually with:
 
So, you've managed to waste a couple more hours of my time, with things only going backwards.
 
dgc

From: Symantec Technical Support [mailto:technicalsupport@symantec.iseva.net]
Sent: Sunday, August 13, 2006 6:43 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 apologize for any inconvenience or loss of time this issue has caused you.
 
Darryl, please understand the need of the steps that I provided you in my previous response. This happens if the Norton program files got corrupted or if the registry entry got damaged. To get rectified this issue, you will need to remove the damaged registry entries and corrupted program files. I request that you follow all the steps that I provided you in my previous response.
 
However, for your convenience I am once again providing you the following steps:
 
[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
 
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:
 
If you require further assistance, please let us know. It will be a pleasure to help you.
 
Regards,
 
Navin Singh
Symantec Authorized Technical Support

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