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
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:
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
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