Norton 360

Technical Support [Incident: 071110-001695]
When my Norton Internet 2007 subscription ran out, I decided to take the deal that Symantec were offering and upgrade to Norton 360. I have 3 machines, and now almost 700 days left on my subscription. I downloaded the package without problems and set about installing it. All OK, until I logged on to mt personal (Win XP limited user) account. Norton reported:

Runtime Error! Program: C:\Program Files\Common Files\Symantec Shared\ccApp.exe

The application had requested the Runtime to terminate it in an unusual way  Please contact the applications support team for more information.

After some considerable looking around, I reported the problem to Symantec.

Then one morning after a powercut had taken the machine down, Norton 360 insisted on being re-installed. After the re-install, the error did not occur, but the IE tool bar still reported "Engine Error". I don't use IE, so was not too bothered.

Yesterday I received a standard reply from Symantec.

As you could not find the file, then this issue can occur due to some corrupted files or due to improper installation of Norton 360. In order to resolve this issue we need to perform the below given steps.
1. Download and run Norton Removal Tool
2. Remove Remnant Symantec folders
3. Run Windows Installer Cleanup Utility.
4. Perform clean boot
5. Reinstall Norton 360.

Note: Follow the steps with utmost care.

To do so, I suggest you to follow the below given steps.

Step 1. Download and Run Norton Removal Tool.

Norton Removal Tool will remove any 2003 and later Norton programs installed on your computer. To download Norton Removal Tool, please click on the link given below. Clicking on this link will ask you to Save or Run the file. Please click on Save and save it on Desktop.

Title: 'Download and run the Norton Removal Tool'
Document ID: 2005033108162039
Web URL:
http://service1.symantec.com/Support/tsgeninfo.nsf/docid/2005033108162039

Once you have downloaded Norton Removal Tool, please double click the tool and follow on-screen prompts.

After running Norton uninstall tool, you will have to remove the left over Symantec folders (Common Shared folders). Follow the steps as mentioned:

Step 2. Remove remnant Symantec folders

-- Configure Windows to show all files:

1. Click the Start button, and then click Computer.
2. On the Organize menu, click Folder and Search Options.
3. Click the View tab.
4. Locate and uncheck Hide file extensions for known file types.
5. Locate and uncheck Hide protected operating system files (Recommended).
6. Locate and click Show hidden files and folders.
7. Click Apply > OK.

-- Now search for and delete the following folders, if they exist:

Note: If you are unable to delete the following folders, please boot your system in Safe Mode and try to delete those folders. To do, please follow the link provided bellow:

Title: 'Starting your computer in Safe mode'
Document ID: 2001052409420406
Web URL:
http://service1.symantec.com/Support/tsgeninfo.nsf/docid/2001052409420406

C:\Program Files\Symantec
C:\Program Files\Norton 360
C:\Program Files\Common Files\Symantec Shared
C:\Documents and Settings\All Users\Application Data\Symantec
 in this directory there is a folder that even in safe mode I can't access

Step 3. Run Windows Installer Cleanup Utility.

Running the Cleanup Utility will clear any suspended and corrupt installations from the MSI. Please refer the document provided below for assistance in using Microsoft cleanup utility:

When using the Windows Install Cleanup Utility, remove any item that refers to "NIS", "NAV", "Norton", "Symantec", "CC", "Sym", and "MSRedist", without quotes.

Title: 'Obtaining the Microsoft Windows Installer CleanUp Utility'
Document ID: 2001091412490807
Web URL:
http://service1.symantec.com/support/tsgeninfo.nsf/docid/2001091412490807
The Norton page refers to http://www.microsoft.com/downloads/details.aspx?FamilyID=889482fc-5f56-4a38-b838-de776fd4138c&DisplayLang=en
but I think it should be
http://support.microsoft.com/kb/290301


Step 4. Perform clean boot

A clean boot is a restart of Windows with no applications running and as few extra drivers loading as possible. To help you in clean booting your computer, I am providing you with a document from our Online Knowledge Base. This document has steps to clean boot your computer and revert back to original settings. Please follow the Clean Boot steps first, then reinstall Norton 360, and revert back to original settings.

Please click on the link given below to see steps to clean boot your computer and revert back to normal settings:

Title:Configuring Windows XP to clean boot

Document ID:2001053014402339
web URL
http://service1.symantec.com/SUPPORT/tsgeninfo.nsf/docid/2001053014402339

Step 5. Install Norton 360.

After clean booting your computer, please refer to the document linked below for installation instructions:

Title: 'Installing Norton 360'
Document ID: 2007022203353275
Web URL:
http://service1.symantec.com/support/norton360.nsf/docid/2007022203353275
After booting in "Clean boot mode" the msconfig issues a reset warning message, if the config is not reset Norton activation fails!

We thank you for your patience and co-operation in this regard.

Please let us know if we can be of any further assistance to you in using the Symantec product.

Regards,

I have followed these instructions, not that they are strictly correct. most notably the Installer clean up tool page refers to the wrong Microsoft Article. I am back to square one. I am now hoping that they will treat the problem seriously.

I used to be a BIG fan of Symantec, but the problems I have experienced with Internet Security 2005, Internet Security 2007, and now Norton 360, I'm beginning to wonder.

Look out for more interesting installments in the saga.