Symantec Anti Virus Corporate 8.0 issue

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Starting one WinXPSP2 (fully patched) computer last night revealed that the SAV Corporate 8.0 was not functioning properly (yellow "!" over systray icon). Restart of the computer did not resolve the issue. I cannot update (Live Update is disabled); I cannot uninstall (process appears to start and then simply dies/quits without error or error message in Event Viewer); I cannot re-install - the same behavior is seen: the install starts and simply dies without error message. I do not believe that Windows installer is corrupt, as other programs will install/uninstall OK. The system is also running Office XP (patched as well). The system is old, but all hardware checks out OK (tested just to be sure...) I have NOT performed a system restore - I will leave that as a last resort. Symantec reports no similar issues on their website, and I have heard nothing of this nature from any of the security boards, so it does not APPEAR to be a generalized Symantec issue. Has anyone else experienced this issue? Any suggestions (short of a nuke and pave) on how to resolve?

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I had the same problem today and I have found the solution with a kind of trick. Do this;

Just copy everything in “C:\Program Files\Common Files\InstallShield” from a good working XP PC into the same path of the PC with that problem and start the uninstall process again and see it is working. At least it worked fine with me.

Still I don’t know anything about the source of problem but what I know is right now that it is gone. :)

Erol

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  • Ccalvin
    This happened to my machine several years ago (5?). The problem was caused by a failed update push. The tech removed the NAV program manually. ( Are the steps in the de-install script? ) Then re-installed. I am not sure it ever was right. The machine was replaced soon after that.
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  • Smiley
    First thing I would do is check the Application Log or System Log files if you have not already done so. Second check and make sure that all the Symantec Services are running. There may be one or two services that are not started, although if this happens you should see something in the log files. If you have to reinstall, note that not everything gets removed when you do an uninstall. Symantec support has a set of scripts that totally remove everything, so you may have to give them a call.
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  • Antix1
    Try running spyware scans, as blended threats will definitely cause this behavior. Try Microsfot anti-spyware beta, ad-aware se and CWShredder (google search for these if you do not already have them...). If necessary turn off system restore and boot to safe mode first to ensure that the spyware services will be removed by the anti-spyware apps. If that doesn't work try using "HiJack this". When all else fails scrape the application and re-install, but a "nuke and pave" might be faster at that point. P.S. Like the term "Nuke and Pave" for reburn :)
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  • Mohul123
    Hi, I guess you know that symantec 8.0 is an old version. You should consider upgrading. Regarding your issue - did you try to download the "intellegent updater" from symantec? http://securityresponse.symantec.com/avcenter/defs.download.html This big file helped me with problematic AV clients. aner sagi.
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  • Persch
    I have had similar issues once in a while with Corporate 8. First, have you checked for Spyware/Adware/Trojans? If clean, the only way I found to fix was to re-install. Try doing the uninstall in safe mode, that should work. If still can't uninstall or you can do a re-install but that still does not solve the problem try the Symantec Uninstall tool that wipes all traces of Norton from the machine. Then do a clean install.
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  • Cptrelentless
    Sounds like you're going to have to dig it out manually to perform a re-install. If you get hold of the latest Windows support tools there are two tools in there for uninstalling - msicuu.exe and msizap.exe - that might be able to untimely rip it from your system. Otherwise get your registry head on. I have had the older versions of SAV (7.6 and 9.0) both die for no known reason and then be a pig to remove. I have my finger's crossed 10 won't do it. Oh, and you might think about upgrading as I believe they'll stop issuing updates for 8 in a few months.
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  • Davida3509
    try following the repair instructions from here. http://securityresponse.symantec.com/avcenter/venc/data/w32.mytob.ic@mm.html
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  • Sonyfreek
    I've seen it before and had to use Symantecs knowledge base article to manually remove SAV and reinstall it. The link for Windows XP/2000 is http://service1.symantec.com/SUPPORT/ent-security.nsf/9d94c8571a91ba4788256bf3007f62b5/790dd1837e21891e88256c0f006c8c03?OpenDocument&prod=Symantec%20AntiVirus%20Corporate%20Edition&ver=8.x&src=ent&pcode=sav_ce&dtype=corp&svy=&prev=&miniver=sav_8_ce and for Windows ME, 9x is: http://service1.symantec.com/SUPPORT/ent-security.nsf/9d94c8571a91ba4788256bf3007f62b5/e9aa27ee8e1ba59488256c14000371db?OpenDocument&prod=Symantec%20AntiVirus%20Corporate%20Edition&ver=8.x&src=ent&pcode=sav_ce&dtype=corp&svy=&prev=&miniver=sav_8_ce I wish I knew the reason that it died, but had to get the system back up ASAP because there are always bigger fish to fry and why waste your time with the little ones? Hope this helps, SF
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  • MikeyT
    I agree with the manual uninstallation. I've had to do that as well. Win 2000, SP4, SAV 8.0 and 7.5 versions. Symantec's site has the lowdown on how.
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  • Bluegeko
    I recently ran across a trojan in my registry that disabled live-update and various other functions, like uninstall, install, etc. I used three anti-spyware apps: Microsoft's antispyware, spybot and ad-aware to detect and remove all I could. Then I did a little research on what those apps found and ended up running some viruses fixes that enabled me to update my antivirus software and get things back online. I think I ended up running the Beagle fix and another fix similar to that. I also had to manually remove a key called 'host' from the registry. I found all this information when researching what the spyware software found. Good Luck!!
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  • Bluegeko
    I had this same thing happen to me. It turned out to be a trojan in the registry. I had to use Ad-aware, MS ad-aware beta and spybot (in safe mode) to find it. Then using hijackthis, my research led me to manually find/remove a trojan in the registry. I also had to manually remove some virus pieces relating to the name 'hosts' from the registry. These files/methods of removal were found via some of the information Hijackthis gave me. I also ran some virus fixes (like the beagle fix and a couple others -- again, found using the tools above). After removing the virus fragments, I was able to update/upgrade my software - (antivirus and other). Hope this helps some.
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  • Aspcyber
    Hi, I back the same opinion of others.I too had an 'oppurtunity' to troubleshoot a similar issue but on a W2K box. Symantec site didnt mention anything abt the same. At that time we had a Symantec tech at our office who after a long troubleshooting manually removed the s/w and installed fresh...and it did work after that.
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  • Dellades
    I had this same problem. I went to the Symantec web site, pulled te article "How to remove NAV manually", followed the instructions completely. I still cannot put NAV on my machine to this day.
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  • Poppaman2
    Thanks to all who responded... The upshot of all of this is that Symantec is toast on this machine. Running the "nonav.exe" uninstaller appeared to remove the program completely, but it still would not reinstall. A manual search of the registry revealled no remnants, and multiple scans with Panda and McAfee online services revealed no infection (of the viral persuasion). Ad Aware, Spybot S&D and Hijack This, while useful, found nothing out of the ordinary; at least nothing which would account for this behavior. A system restore did not resolve the issue. As I have spent far too much time on this machine as itr is, a "nuke and pave" is my current option. BTW, Panda Titanium installs without a glitch. While it is pretty much a resource hog on this machine, at least it has some protection until I can strip the system and re-install...
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