Outlook 2002 SP3 and Norton Internet Security 2004

[Brenda R]

Upgraded NIS to 2004 version earlier this week, and now
when I check web based e-mail accounts (hotmail.com and
msn.com), I get message that program is trying to access
my address book, do I want to allow it for 1, 2, 5
minutes, etc. (Doesn't happen with POP3 e-mail accounts.)
Must have something to do with Anti Spam function in NIS,
because even though I turned Spam tool off, I have the
Anti Spam Toolbar.

No matter whether I say yes or no, Outlook encounters a
problem and has to close. Outlook restarts, has to
recheck .pst file because it wasn't properly closed last
time, and then it happens all over again, two or three
times before it overcomes a problem "instruction at
(address) referenced memory at (address); memory could not
be read". I am asked if I want to debug, but I don't know
enough programming to do that.

Outlook asks me when it has that problem if I want to send
a report to Microsoft, but I click Don't Send, because it
has never done me any good to send any report ever in the
past.

The NIS install had to be done 3 times because Windows
2000 Professional Add/Remove programs didn't totally
remove pervious versions. I had to follow detailed
instructions and use Norton tools to remove NIS 2002 and
2003 remnants. That resolved NIS firewall disabled at
system startup, but I still have this problem with
Outlook.

Any ideas out there on how to fix it?

Thanks,

Brenda R

 

[Sue Mosher [MVP-Outlook]]

We've had one other report that while Norton has a Live Updatge for NAS that
avoids the security prompts (see
http://www.slipstick.com/outlook/ol2002sp3.htm#problems), they may not have
made the necessary changes in all the NIS files. You'll need to check with
them on the status for this issue.

BTW, it's always a good idea to click the Send button to send an error
report back to Microsoft, at least the first time you encounter an error.
These go into a database that helps Microsoft track down errors and fix them
in future hotfixes and service packs. I've seen some of the system
demonstrated, and it really does help get your "vote" in on a problem.

 

[Diane Poremsky [MVP]]

To add to Sue comments, did you use the automatic liveupdate or start LU
yourself from the Norton interface? Try starting it yourself...

 

[Brenda R]

Sue and Diane,

There is an expression "Vote early, and vote often." I use the same
philosophy with Norton Live Update. I don't wait for it to run
automatically. I run it manually, often. The server probably says "Here
she is again." When I install I run it until it tells me it has no more
updates, and then I run it two or three more times, and it always finds
another update.

I did post a support request to Symantec identical to what I posted in
this newsgroup. Hopefully they will get back to me in 3 or 4 days.

When I got online a few minutes ago, the manual run Live Update did pick
up an update to the Norton AntiVirus program that required a reboot.
They don't offer you details, so I don't know if it was related or not.
I doubt it, because of the next paragraph.

I did have the problem in Outlook a few minutes ago, and when asked
about sending an error report to Microsoft, I sent the error report.
Twice. I will do that every time it happens from now on until it gets
fixed.

Symantec did post to bugtraq (or maybe it's a Symantec Security list)
today that they have fixed some flaws reported by eEye Digital Security,
but those they said had previously been fixed through Live Update.

I will check back to this newsgroup often to see if any one else has any
ideas.

Thank you both for your responses. I especially appreciate help from MVPs.

Brenda

 

[Brenda R]

Just to be safe, this is the Outlook dialog box that is causing the
problem. After visiting Sue's site, I don't know if it has to do with
the Norton product or if it has to do with Outlook itself. I am
cornfused. And I don't know any Basic programming, so I couldn't fix it.
I just know I didn't have this problem until I installed the 2004
version of NIS.

http://www.outlookcode.com/d/sec.htm

Thanks for the links to your sites, Sue.

Brenda R

 

[Sue Mosher [MVP-Outlook]]

Unless you have another application using Outlook, it has to do with the
Norton product. It apparently is attempting to read the message body, which
is a secure property in Outlook 2002 SP3. This is not something you can fix
yourself.

 

[Brenda R]

Received a long response from one of the outsourced technical support
people at Symantec, suggesting I run Live Update, delete cache,
temporary files and cookies, all of which I do multiple times per day,
and disable Norton Internet Security to see if it is causing the problem
(tried that, too).

This suggestion was new to me, however, and I wonder if it has any merit:

This issue could be due to timing conflicts. I
suggest that you remove ccApp.exe from the Windows
run line and then add the program to the Windows
Startup folder so that the application loads later
in the Windows boot order.

To remove ccApp.exe from the Windows run registry
key:
WARNING: We strongly recommend that you back up the
registry before you make any changes to it.

 

[bob]

-----Original Message-----
Upgraded NIS to 2004 version earlier this week, and now
when I check web based e-mail accounts (hotmail.com and
msn.com), I get message that program is trying to access
my address book, do I want to allow it for 1, 2, 5
minutes, etc. (Doesn't happen with POP3 e-mail accounts.)
Must have something to do with Anti Spam function in NIS,
because even though I turned Spam tool off, I have the
Anti Spam Toolbar.

No matter whether I say yes or no, Outlook encounters a
problem and has to close. Outlook restarts, has to
recheck .pst file because it wasn't properly closed last
time, and then it happens all over again, two or three
times before it overcomes a problem "instruction at
(address) referenced memory at (address); memory could not
be read". I am asked if I want to debug, but I don't know
enough programming to do that.

Outlook asks me when it has that problem if I want to send
a report to Microsoft, but I click Don't Send, because it
has never done me any good to send any report ever in the
past.

The NIS install had to be done 3 times because Windows
2000 Professional Add/Remove programs didn't totally
remove pervious versions. I had to follow detailed
instructions and use Norton tools to remove NIS 2002 and
2003 remnants. That resolved NIS firewall disabled at
system startup, but I still have this problem with
Outlook.

Any ideas out there on how to fix it?

Thanks,

Brenda R
.
Did you ever get a response as I have the same problem.

If you did what was the solution?
thanks

bob

 

[Brenda R]

bob,

If you haven't read my read my response to another Outlook user's post
on 5/22/2004 8:24 PM, the Outlook MVPs told me to submit the Error
reports to Microsoft, and so I started doing that every time I have the
problem. I haven't heard a word from Microsoft. It only happens when I
have new mail in my Hotmail and MSN (web-based) Inboxes, not with POP3
accounts.

I have received two messages from Symantec Support, and none of their
suggestions has helped me in the least. The last one was sent to me on
May 23. I asked them to turn it over to their software engineers so they
could fix their product to work with recent Security updates to Outlook.

In the post I mentioned above, I talked about Removing the Norton
AntiSpam Outlook Plugin if they don't fix the problem, but I haven't
done that yet. I tried unchecking the box for the Norton AntiSpam COM
Add-in, but the next time I looked at it, the box was checked again. The
worst part of it is that Norton AntiVirus doesn't protect me from
viruses in the Hotmail and MSN e-mail accounts, so I don't know why they
are trying to protect me from Spam in those accounts.

I will post again if I find a solution. Please do the same if you figure
it out.

Thanks,

Brenda

 

[Diane Poremsky [MVP]]

Always, always send in the reports. They may not get back to you
specifically, but they can help the vendor fix the problem.

It is caused by the antispam features and the fix should be installed by
live update. If not, you'll need to disable the antispam feature - but I'm
not sure how to do it since I don't have a copy of NIS to check.


--
Diane Poremsky [MVP - Outlook]
Author, Teach Yourself Outlook 2003 in 24 Hours
Coauthor, OneNote 2003 for Windows (Visual QuickStart Guide)
Author, Google and Other Search Engines (Visual QuickStart Guide)



Join OneNote Tips mailing list: http://www.onenote-tips.net/

 

[Brenda R]

Bob, et al,

I received the following on June 14, 2004 from Symantec.
The March 18, 2004 update mentioned in the Document they referred
me to didn't fix the problem. I will take the gentleman at his word and
hope that a solution will follow soon. I am really getting tired of
sending error reports to Microsoft.

Brenda R

******************************************************************

Greetings Brenda,

Let me begin by apologizing for any difficulty and frustration this
issue has been to you and also for the delayed response. Please understand
that Symantec works tirelessly for months on end to perfect every
product before release, and subsequently does its best to hire the best
people available to assist you with any issues that come up. It is very
rare that a technical situation will arise that we cannot diffuse.

The problem that you are describing is one that we have recently become
aware of. Other customers have reported the difficulties that you are
experiencing and our support staff has been informed about this and they
are currently looking into this. I apologize for the inconvenience this
is causing you. We look forward to have a resolution as soon as
possible.

If you would like to track any progress on this issue, you can search
for this error in the Symantec Online Knowledge Base for any new
information or updates.

Title: 'Problems occur after running the Office XP SP3 update when
Norton Internet Security or Norton AntiSpam are installed'
Document ID: 2004030916172036

Web URL:

http://service1.symantec.com/Support/nip.nsf/docid/2004030916172036

This document will be updated as and when a solution is found or
available.

On behalf of Symantec, I thank you very much for your patience and
understanding in this matter.

Warm Regards,

Abdul Rasheed
Technical Leader for Consumer Products
Symantec Authorized Technical Support