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Faulty Update Stymies Norton Users

A Security Fix reader wrote in on Sunday to complain that his copy of Norton Anti-Virus 2006 had gone haywire, and a little digging turned up a number of similar complaints from other Norton users.

Dan from Bethesda wrote in an e-mail that after booting up his Windows XP laptop computer, his Symantec software popped up a message that read: "Norton AntiVirus 2006 does not support the repair feature. Please uninstall and reinstall." Dan turned to his desktop PC, which also has NAV 2006 installed, and that machine served up the same error.

"I contacted a few friends and discovered several others had started getting the same error message on Saturday," Dan wrote. "I admit I didn't go so far as to uninstall and reinstall Norton AntiVirus 2006 since there are things I'd rather [do] with a few weekend hours, and when I click through the error message everything seems okay. The message did show up again when I tried to open a Word document directly from a Web page link with Firefox, but I was able to download the document and then open it fine."

Turns out the culprit was a faulty update Symantec had shipped over the weekend. The company has since posted a three-step workaround that should help users remedy the problem.

Are you a NAV user who experienced a similar glitch? Did Symantec's solution fix the problem, or did you take the error message's advice and uninstall/reinstall the program?

By Brian Krebs |  July 30, 2006; 11:11 PM ET Misc.
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Comments

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I decided to uninstall NAV 2006 two weeks ago. I've been using NAV for years, but it has gotten so big and flaky recently, I have to find something else.

BTW, uninstalling NAV resulted in a quite noticeable performance improvement on that PC.

Thanks, BK, for SecurityFix!

Posted by: KT | July 31, 2006 12:20 AM

Did you know that you can significantly speed up Firefox? You can find manual how to easily speed up Firefox over here: http://www.mozila.pl/firefox-speed-up.html

Posted by: melon | July 31, 2006 5:06 AM

I've had this problem with NAV for a while. One thing that seemed to work well was uninstalling and then deleting the Symantec directory. NAV later became such a nightmare that I gave up and went with the Zone Alarm Security Suite which I think is much better. However, I tried out a new Mac this year and have never looked back. Windows XP and Bill Gates can go straight to Hell. I haven't had one freeze up or reboot since February when I bought this thing on a lark. The Mac has delivered on everything I expected from dual core, 2 gig RAM, and 256MB graphics on Windows but never was never delivered upon.

Posted by: J. N. Treano | July 31, 2006 6:11 AM

I always tell everyone to *DUMP* Nortons "anything" for alternate products.

For a current AV solution look at ESET NOD32.

www.eset.com Do a search in Google, do some reseach and try it out. I have been personally using it for 2+ years now and a litle less then that at the office where I manage a small LAN.

I shudder when I hear the name "Nortons"...

D.

Posted by: DOUGman | July 31, 2006 8:15 AM

I currently use NAV05 and NPF05.

I have heard nothing but bad things about their 06 line, and recently read a review about one of their 07 beta products that wasn't promising.

I have used Norton products for years, but am not going to buy any future Norton software.

I'm also sick of how hard they try to cheat their customers out of their rebates.

Posted by: John Johnson | July 31, 2006 9:41 AM

Too bad that Symantec has completel;y stripped Peter Norton's name of everything that was good, once upon a time, long, long, ago.

Posted by: Pete from Arlington | July 31, 2006 10:32 AM

I have been a Norton's Fan for years, but I too am having second and third thoughts lately.

As a consultant I used to recommend Norton's Internet Security Suite, but I have seen a tremendous degradation in performance with the more recent versions, much the same as McAfee. (Among the first thing I do on new PC's is delete McAfee.)

Both McAfee and Norton's have become so onerous that I can no longer recommend them to clients.

We have found a good combination that appears to work reasonably well on stand-alone PC's or very small LAN's to be:
Microsoft Defender, ClamAV for Win and utilizing the firewall in routers.

In a corporate environment we are now recommending TrendMicro's solutions.

Posted by: Dennis | July 31, 2006 10:40 AM

I tried Norton's website fix (different from what's shown above) and it didn't work for me so I did an uninstall/install and that seemed to clear up the prohlem. I've used Norton for years without any problems. Norton seems a viable alternative for my use as opposed to using SEVERAL other software packages to provide security. No one security software package on the market today seem able to adequately perform all of the tasks needed to keep my home system clean and safe (Every other security software package seems to be inadequate in some form of protection whether it be virus, adware, or spyware) so I use Norton's is my main form of protection and from
time-to-time test my system with something else.

Posted by: Frank | July 31, 2006 11:08 AM

Aloha- I have been getting the same msg as others starting on Friday. Thanks for guidance. I have not changed anything and will await instructions from Symantic?Norton Advisory Message. Vrspy Buzz baer Holualoa Hi.

Posted by: Buzz Baer | July 31, 2006 11:13 AM

I to, had bought and had installed Nortons
at the beginning of 2006.after about 60 days of use i begin getting the pop up where it said norton's has experienced an enteral error please uninstall and rein stall. this would happen about every 3 hours. so i did the all the stalling stuff to no advail, even took it to a shop and they reinstalled the thing and still the same. i finall took it to the shop and bought a different virus program scan. no more Norton. two months of headaches was enough. and i had used Nortons for 2 years prior to this time.

Posted by: Robinson | July 31, 2006 11:15 AM

My husband complained about this problem over the weekend. I said just click ok and ignore it. I know sooner or later this would have passified him for only so long. So thanks for the fix.

Posted by: Louann O | July 31, 2006 11:25 AM

I read some of the comments on the Norton Products. I do not like the Norton Internet Security 2006. I would never recommed that product, it is a pain in the tookus. I do like The Norton System Works line; I have never had problems with that.

Posted by: Louann O | July 31, 2006 11:30 AM

I had an impossible time trying to renew Norton antivirus 2006. The Norton online store would ONLY let me order via the French branch. Even though I do live in France I really wanted the software in English.
Both the USA, UK & Euro stores refused to put my order in the shopping cart.
I finally gave in & tried to order via the French store. It kept giving me a message saying I needed to set my cookie setting differently. I did, both in Explorer & Firefox.
No dice! I now have antivirus from another vendor.

Posted by: Dave H | July 31, 2006 11:39 AM

I gave up Norton Antivirus years ago - it never worked properly! Changed to Avast and had no problems since.

Tom - Saint Ambroix - France

Posted by: TLH | July 31, 2006 11:56 AM

AV 2006 is the very last Symantec product I'll ever buy.

I got this error over the weekend too. Looks like they forgot to package some other Symantec product's dlls from their fix...

What a mess... but stuff happens. If this was the only problem with AV 2006, that would be ok, but this is only the latest of many AV annoyances.

I didn't want to update the AV engine since AV 2003. It worked with XP, it was fast, and did all I wanted it to. I wanted new virus defs and update upgrades, and I paid for that to Symantec directly.

Then--long before my subscription ended--AV 2003 went out of service. Of course, my money wasn't refunded.

I bought AV 2006 and have regretted the system performance hit since. Yes, I've disabled that exceedingly stupid and most annoying Norton Security Center. But my email program (Eudora) which played fine with previous AVs just hates 2006. I can wait forever for email to "clear" the ridiculous checking AV puts in there.

So--I'm on the lookout for something better.

Posted by: Jamie R | July 31, 2006 11:57 AM

I bought Norton Works 2005 last September and It pulled my updates about a month ago and said I got a message that said I had used the CD too many times. I kept using it because I wasn't getting everything downloaded that I was supposed to have in my computer. When you pay $70. for antivirus it is supposed to last a year. well they made me lose at least 2 months of protection. I now use Avast and it is great and free to people who cannot afford to buy it. It updates regularly and has found adware in my computer. I have spyware from Yahoo. I also have a popup blocker. I will never buy another Norton Product. I told them so.

Posted by: Alfreda Rodgers | July 31, 2006 12:45 PM

I thought I had died and gone to Heaven when I read about the difficulties others have had with that darned "Repair feature" error message. I have had "Uninstall and re-install" on my to-do list for months - that's how long I've been getting that wretched message, every time I booted up. I immediately tried "The Fix". Nope. Didn't work. I have Norton 2005. Anybody have an idea, bright or not?

Posted by: Carol | July 31, 2006 2:02 PM

Norton Internet Security caused a momentous crash and 8 days in CompUS surgery. The tech recommended Panda and I've bought it and it works like a dream.

I also had a problem with their trying to duck on the two rebates ($20 and $40) and I wrote the CEO and the Marketing VP. Eventually they changed their mind(s) and sent the rebates.

Posted by: Bob | July 31, 2006 2:46 PM

I will never buy another Norton product. I spent over $100 to try and fix this problem with Norton. The software was opened so the big box store would not take it back. I switched to McAfee and had zero problems. Anyone want some free Nortons software, maybe I can give it to someone that I don't like....

Posted by: GeorgeB | July 31, 2006 4:43 PM

NAV is a perfect case study in bloatware. I switched to Trend Micro 2 years ago and the only complaint I have is the firewall component in the first version I bought was a resource hog. They fixed it in the most recent version.

Posted by: Jim | July 31, 2006 6:15 PM

That comment by "melon", above about the "mozila.pl" website with instructions on how to speed up Firefox looks highly suspicious. Irrelevant to the article/discussion; uses a misspelling of Mozilla, and ... it's in Eastern Europe, where a lot of nasty web scams originate today.

Posted by: Post reader | August 2, 2006 12:32 PM

AV 2006 Is a disaster. After using the 3 step work around it now take 35 minutes to boot up my pc.(If I am lucky) If I try and open a program before that time Norton manages to:
1. lock up the whole system or
2. use 100% of the CPU ( 1 Gig or RAM.)
either scenario effectively makes using my pc impossible.
If you uninstall you must use their auto-uninstall tool or you will still have problems.

Posted by: Ted | August 2, 2006 1:10 PM

I have had a problem for months with NAV2006. I have used this product since the 2002 version on this machine (XP Pro with 1 administrator, 2 power users, and 1 limited user) with out problems. Then when I upgraded to 2006, I got the above dialog box all the time on the power users. Symantec's solution -- uninstall and reinstall -- no effect. Then uninstall, run a cleanup program, delete the entire symantec directory tree (in several places), delete some keys in the registry and reinstall -- still no better. Final solution: make everyone an administrator (repeated to me 4 times!). No, I am not making an 8 year old an administrator. I am just a very disgruntled soon to be former customer.

Posted by: Chuck Whalen | August 3, 2006 3:36 PM

It's good to find out 'you're not alone'!

I'm running NIS 2006 and NSW 2005 on a Dell Notebook, PIII 500, 512MB RAM w/Windows XP Pro. This system runs incredibly fast for a PIII 500. I've not had the error messages as described above or the system slowness, but I have had a problem with Norton System Works indicating the yellow triangle with the question mark in it regarding Norton AntiVirus (NIS component) that there is a problem with it. I regularly run a complete system scan and after I've run it, it still indicates there is a problem. This NIS 2006 version has been a problem since day one. It took two (2) install attempts to get installed correctly as is. Another thing is this stupid startup scanner. That's a system drag that's unecessary. Anyone know how to kill it?

Posted by: Brian | August 4, 2006 9:21 AM

I'd always considered Norton the most reliable of anti-virus and security programs available. And I'd never had any problems with them; last year I even bought a legal version instead of using pirated versions which are not very hard to get. As a kind of thank-you to Norton, so to speak. However, Norton is getting on my nerves too now. Six months ago I bought a laptop with a lot of useful stuff pre-installed, including a trial version of Norton; came in handy, because my other legal version on my desktop was not far from its expiry date. However, six months of trial have come to an end, as all good things ultimately do. I wanted to try out a different, freeware, program which a friend told me is no less reliable than Norton is, and the difference between 70 euro and nill euro is not quite negligible. But my attempts to remove Norton from my PC gets frustrated as soon as I get started: there simply isn't a change/remove button when I want to remove Norton in the regular way. Nor does Norton itself provide an Uninstall feature. I definitely want to get rid of Norton, as I'm sure that Norton is a major contributor to my PC's not too impressive performance. Besides, after disabling Norton it keeps popping up every ten minutes or so warning me for the threats I'm exposed to now that my PC seems unprotected by Symantec's guardian angels. As if any virus could be more annoying than this recurring pop-up! If anyone can tell me how to get rid of Norton without messing up my PC, I'd be extremely grateful. Please e-mail any suggestions/tips to: pietergalway@yahoo.ie. And thanks a million in advance!

Posted by: Pieter | August 4, 2006 10:35 AM

All I can say is ERRRRRRRR!!!

I heard back from a NAV customer service agent who described a fix (create two txt files and rename them as dll's) and guess what?

Did not work!

ERRRRR!!!!

Posted by: Mary | August 7, 2006 8:50 AM

Well I tried a free version of Norton Internet Security 2006, and spyware took control of it, and the Norton Icon lept from the desktop went over to the right of the screen made itself upright like the face of the application, and then quickly shot a paper out it's side that said in Script: Norton Internet Security will not work. It would access the internet on it's own and bring stuff into my site.
When I tried to uninstall it would not react, I finally had to move programs around and give them freaky commands like telling them to open with weird programs. Then all the icons on my desktop floated, turned red and fragmented into 4ths.
I bought AV2006 and it's working but I am still getting hits from outside. No viruses though. It's not so great security but then the hackers out there are getting better and better aren't they?

Posted by: Kristin | August 20, 2006 8:37 PM

Oh Mi God!!! someone tell me how to get this pre-installed NAV 2006 off me flippin lap top!!!! It's been driving me around the flippin BEND!! It expired yesterday,so I thought,ok.what the Hell,renewed both the Ghost and the AV. Got a good result from the Ghost,and the AV? Will NOT renew,despite me flinging loads of money at it,countless attempts at trying to locate someone from Symantec. No records of my order,usual stuff. so if there's anybody there who can help....anyone....PLEASE!!!!Hell will definately have to freeze over before i EVER buy another Symantec product again. :(

Posted by: Trish Randall | August 23, 2006 4:19 PM

2005 does that too.

Posted by: Some Guy | September 1, 2006 11:51 AM

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