Assistance with Symantec NAVCE 7.61/8.1

TechTigger · Cadet Joined: Apr 17, 2004 Posts: 2 Location: USA

Greetings,

Firstly thanks to the response on my Hijack This report the other day in the other form. Everything is now fine with that computer. I was hoping for some success with a different problem that we have had for about two months on my boss' computer. We have the NAVCE and we use it on each individual workstation as "unmanaged" as opposed to the server. We have done it this way for years. Instead of rewriting my tale, I am posting exactly what I wrote on the Symantec help forums:

We have been successfully using and updating this product since we
started with version 7.61. Lately we have been on the 8.1 version,
but in the last month or so our President's computer has stopped
updating. We use the following three products:
Symantec Anti-Virus Corporate Edition
Symantec PC Anywhere
Procomm Plus

At this time, on his computer, none of these programs are updating.
The first response to this situation was the assumption that his PC
has been infected with a worm. We downloaded and ran all the top
virus removal tools to find that none of them are on the system. We
performed virus scans, but they seemed useless because every day it
reported a different number of files; differences of as high as
25,000. When all of this had failed, we proceeded to use the
Knowledge Base and printed and performed the steps in a multitude of
your bulletins, but nothing seemed to work. The last resort was to
uninstall the Anti-Virus and reinstall. Following that path by using
the Windows Control Panel Add/Remove feature, it was asking for a
password, which we never assigned!

After using the article on manually uninstalling the program, the
reinstall failed because of an error 25007, transman.dll could not
initialize. Followed the article on how to register the .dll file,
which it did register successfully, but the program still would not
load, producing the same error. Also followed the instructions for
silent install, and that failed as well. I was able to install Disc
2 from our NAVCE CD but after the AV loaded, the control center shows
the same date as it did before. Clearly, something is wrong.

At this point, we are wondering if the problem is with Live Update,
because as I said, none of our Symantec products on this PC are
updating. We feel that we have exhausted the search on finding a
solution through the Knowledge Base and any help that you could
provide in getting this back on track is appreciated.

They responded:

I would suggest you do the following before continuing another
installation attempt:

1. Manually uninstall SAVCE. Make sure you delete all references to
the following:

'cba.dll'
'pds.dll'
'nts.dll'
\winnt\system32\cba

2. Rename or delete the Drivers folder listed in:

C:\Program Files\Common Files\InstallShield\Driver

NOTE: This will also effect any other Symantec products installed. You
will have to re-install the other products once you have completed all
of these changes.

3. Check and clear the system and user profile temp folders.

4. Download and run RegSupreme from:

> www.jv16.org

NOTE: The location of this file is subject to change without notice.
Symantec provides these links as a convenience only. The inclusion of
such links does not imply that Symantec endorses, recommends, or
accepts any responsibility for the content of such sites.

5. Check your system resources as outlined in the following
documentation:

Title: 'How to configure Windows NT/2000 for optimal use of system
resources'
Document ID: 2001040412150348
>Web URL: http://service1.symantec.com/SUPPORT/en...0348&src=w

6. Download and run the most recent version of the Microsoft Installer
file (instmsiw.exe). The Microsoft article Q258849 can be found at the
following URL:

>http://support.microsoft.com/directory/article.asp?ID=KB;EN-US;Q258849

The article above will take you to the following link:

>http://download.microsoft.com/download/platformsdk/wininst/1.1/NT4/EN-US/InstMsi.exe

7. Install SAVCE with the logging turned on so that we can again see
if there is a failure and where to check next.

8. Create and login using a NEW Administrator account that is NOT a
member of any other groups. This will help you to rule out any remote
possibility of a permissions issue.

Please refer to the following documentation to manually uninstall
Symantec AntiVirus Corporate Edition (SAVCE):

Title: 'How to manually uninstall Symantec AntiVirus Corporate Edition
8.x Client on Windows NT/2000/XP'
Document ID: 2002081213583048
> Web URL: http://service1.symantec.com/support/en...Open&src=w

Title: 'How to manually uninstall the Symantec AntiVirus Server from
Windows NT/2000/XP'
Document ID: 2002080812501648
> Web URL: http://service1.symantec.com/support/en...Open&src=w

To trouble-shoot an installation of SAVCE, please use the following
steps:

Depending on which version you are installing, the client (1) or the
server (2), it is possible to track the installation.

1. For the Client installation, there is normally a log, but it's
contents are lacking any real helpful information. Please use the
following document to create a log file of the installation:

Title: 'How to create a detailed installation log file for the
Microsoft installer'
Document ID: 1999060918102448
> Web URL: http://service1.symantec.com/SUPPORT/en...Open&src=w

2. For the server installation there is a log file created, MSI*.log
or Setup*.log. Please search the system and open this file in a text
editor program.

This file can in turn be searched for: 'value 3'.

The 20 lines of text above this entry will contain error(s). This is
the information that I would like for you to provide in your response.

If you ONLY see a single error in the log file, then I will ask that
you take the extra time to also make some changes to the registry.

To create a log file for server installs use the following registry
key.

HKEY_LOCAL_MACHINE\SOFTWARE\Policies\Microsoft\Windows\Installer
String Value: Logging
Data: voicewarmup

This information is also contained in it's entirety in the Microsoft
write-up using the following URL:

http://support.microsoft.com/support/kb...3/3/00.ASP

Once these changes have been made I would ask that you attempt another
installation of the Server version. Once completed do another search
for MSI*.LOG.

Please let us know what you find and get back to us with some data.

We did all of that and responded back that still no affect. Then they said that they can obviously not assist us with this problem. Just wondering if anyone can make heads or tails out of this mess?

Thanks,
Joel

FongBar · Cadet Joined: Jun 02, 2004 Posts: 3 Location: USA

Have you tried to run a intelligent updater?

That should update your bosses pc...

Maybe you got a corrupted file and uninstalling NAV doesn't remove that corrupted liveupdate file?


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