From: Darryl Champagne [dgc03052@adelphia.net]
Sent: Monday, September 18, 2006 7:55 PM
To: 'Symantec Technical Support'
Subject: RE: 'Case=002-372-278'
Hi,
To prove that the bug is in your software, I performed the following actions:
1) Performed every step shown below on my old laptop (which had a fresh install of Windows XP Home after I migrated to my current laptop), to clean out every trace of Norton and/or Symantec software
2) rebooted
3) Installed Norton Internet Security from the previously downloaded file NIS06910.exe
4) Rebooted as it required
5) Ran LiveUpdate
6) Rebooted as it required
7) Ran LiveUpdate, no additional changes were required.
 
Open Task Manager, per earlier descriptions in my bug report.  At this point, symlcsvc.exe was using 103 handles.
8) Ran LiveUpdate, no additional changes were required.
At this point, symlcsvc.exe was now using 115 handles (A resource leak of 12 handles).
9) Ran LiveUpdate, no additional changes were required.
At this point, symlcsvc.exe was now using 127 handles (A resource leak of an additional 12 handles).
10) Ran LiveUpdate, no additional changes were required.
At this point, symlcsvc.exe was now using 139 handles (A resource leak of an additional  12 handles).
11) Ran LiveUpdate, no additional changes were required.
At this point, symlcsvc.exe was now using 151 handles (A resource leak of an additional  12 handles).
12) Allowed the machine to sit idle
At no point did the number of handles used by your process ever go down - instead it periodically went up, presumably each time liveUpdate ran itself.
 
At this point I can only conclude:
- Your software has a resource leak of Windows Handles (as was stated in my initial bug report).
- The number of handles lost for each instance of running LiveUpdate is dependant upon how many Norton/Symantec software packages are installed.
- This will cause eventual operating system and/or application failure, due to loss of required resources
- You have wasted a ridiculous amount of my time doing the job your QA department should have done.
- You have not improved my situation in any way.
If you have any useful suggestions, please let me know. 
 
If you want me to try anything useful, such as running a special executable to verify an engineering fix, or to be in direct contact with someone with useful information, such as a development software engineer, please let me know.
 
If you want me to reinstall my operating system, or any such items of last resort, please see #1 above, it has already been done. 
 
I will not uninstall all software from my main system unless you support getting norton password manager back in operational state (other than restore from backups - the apparently only way that works).  I expect my next uninstall will be to never reinstall again.  It is a shame how low things have gotten since the early days of Norton utilities and Dos.
 
I will not do your QA department job's for you.
 
dgc

From: Symantec Technical Support [mailto:technicalsupport@symantec.iseva.net]
Sent: Saturday, August 19, 2006 12:56 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, since you have performed most of the steps in order to overcome the current situation, this behavior can occur if there is incorrect, invalid, or corrupted information in the Windows registry.
 
Hence having examined your issue, I recommend that you please perform comprehensive removal of all the Symantec files, folders and registry keys from the Windows registry. Please understand that it is very rare that a technical situation will arise that requires a meticulous removal of all the Symantec files, folders and registry keys.
 
This should clear off the problems that you have been experiencing and restore your software to a stable, functional state. Please follow the steps provided below.
 
--Enable services on Windows startup
--Uninstall all Norton and Symantec products
--Using the Windows Installer CleanUp utility
--Remove Symantec product folders
--Remove Symantec registry keys
--Reinstall your Symantec products
 
For instructions on how to perform these steps, please refer the article in the link provided below:
 
Title: 'Uninstalling and reinstalling your Symantec product after you see error messages'
Document ID: 2004110113064039
> Web URL:
http://service1.symantec.com/support/tsgeninfo.nsf/docid/2004110113064039?Open&src=con_ols_nam
 
Please note that in almost all the reported cases following the recommended steps outlined in the above-mentioned document have successfully resolved the issue.
 
Therefore, I request that you please carry out all the steps mentioned in the document. We thank you for your patience and co-operation in this regard.
 
If you need further assistance, please do not hesitate to contact us.
 
Regards,
 
Navin Singh
Symantec Authorized Technical Support
 
Disclaimer: This message (including any attachments) is intended only for the use of the individual to which it is addressed.
 
If you are not the intended recipient, please do not follow any instructions provided within this message. Any instructions or offers contained within this message are for a specific person, system configuration, location, and situation. Following these instructions may adversely affect your system if you are not the intended recipient.
 
If you have received this communication in error, please notify us immediately by telephone and (i) destroy this message if a facsimile or (ii) delete this message immediately if this is an electronic communication. You are hereby notified that any use, dissemination, distribution, or copying of this communication is strictly prohibited.
 
Thank you.

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