What is stopping a software install

J

jeffrey

Hi,

I posted before about "Problem installing AntiVirus software" 2005/03/14
9:44 in XP General and got a few helpful responses. Unfortunately, I still
could not get the blasted program to install.

I used to have Symantec AntiVirus Corporate Edition 8.1 on the computer, I
uninstalled it, rebooted, then proceeded to install Symantec AntiVirus
Corporate Edition 9.0.2. It would go through all the proceedure, but when
it gets to the point of installing the software on the computer, it zips
past it and concludes with a finish.

The system has been checked with SpyBot S&D, Ad-aware SE, CWShreddar. Also
done online scans with Pandasoft and Trend Micro. I tried it on the Admin
account, secondary Admin account, and still no luck. All I can conclude is,
something is preventing the server base software to install on the PC using
the client-installer.

Out of 50 PC`s (was 47, installed on a few more) only 1 does not seem to
want the AV installed. I`ve gone through the suggestions given to me and
still nothing. Hope someone can give me a few more suggestions I can try.
Thank you.

Jeff
 
J

Jim Macklin

Go to www.sarc.com and check their FAQs on software
uninstalls and installs. Very likely that a "normal"
uninstall leaves traces of the previous version and that is
stopping the new install.

Software sold as "corporate edition" are often pirated
versions and that may also be the problem, make sure you
have a proper legal CD from which to install.


--
The people think the Constitution protects their rights;
But government sees it as an obstacle to be overcome.


| Hi,
|
| I posted before about "Problem installing AntiVirus
software" 2005/03/14
| 9:44 in XP General and got a few helpful responses.
Unfortunately, I still
| could not get the blasted program to install.
|
| I used to have Symantec AntiVirus Corporate Edition 8.1 on
the computer, I
| uninstalled it, rebooted, then proceeded to install
Symantec AntiVirus
| Corporate Edition 9.0.2. It would go through all the
proceedure, but when
| it gets to the point of installing the software on the
computer, it zips
| past it and concludes with a finish.
|
| The system has been checked with SpyBot S&D, Ad-aware SE,
CWShreddar. Also
| done online scans with Pandasoft and Trend Micro. I tried
it on the Admin
| account, secondary Admin account, and still no luck. All
I can conclude is,
| something is preventing the server base software to
install on the PC using
| the client-installer.
|
| Out of 50 PC`s (was 47, installed on a few more) only 1
does not seem to
| want the AV installed. I`ve gone through the suggestions
given to me and
| still nothing. Hope someone can give me a few more
suggestions I can try.
| Thank you.
|
| Jeff
|
 
M

Matt Gibson

*eyebrow*

What do you mean, no go?

They didn't want to help you?

Matt Gibson - GSEC
 
J

jeffrey

Hi,

What we have is a Volume license Symantec Corporate Edition AntiVirus. We
just updated our AV software from 8.1 to 9.0.2 to cope with the XP SP2
computers. Had to provide account license information to download the
update pack from Symantec, so we can upgrade our AV server.

I`ve gone through the registry and there is no trace of the former version.
I know of over 300 locations that Symantec writes too and ensure all traces
of it is gone.

I will take a look at that site and hope it will give me a few clues to what
is the problem. Thanks for the response.

Jeff
 
J

jeffrey

Hi,

Besides searching their Knowledge base and posting a problem for the Tech to
view and also calling. Symantec can`t determine what is the problem. They
will continue looking into to it, but its been 5 days now. They are puzzled
as to what is blocking the install without showing any errors. All I have
is two events in the Event log that I provided the info for them to look at.

They tried to help, but are not able to give me any suggestions on how to
proceed. So, I keep searching the net as well as picking peoples brains in
here for any other helpful suggestions.

Jeff
 
M

Matt Gibson

Gotcha :)

I can't say I've run into this in the past either...well, when I have, it's
been rather simple to fix, as it usually related to a previous uninstall not
completing.

I wonder...will it install in safe mode?

Matt Gibson - GSEC
 
J

jeffrey

Hi Matt,

I tried to run the client install in safe mode with networking, but
unfortunately, the client side software will not install in safe mode. Its
just frustrating that 1 computer out of the batch does not want to install
the program.

I have even went as far disabling as many process`s then rebooting and
trying the install, but still no go. I have tried it from the CD, copying
the client software onto the client computer, etc. I keep looking for and
trying other peoples suggestions, but its like this PC is anti Symantec,
even though it had ver 8.1 on it before.

Jeff
 
J

jeffrey

Hi Kelly,

Thanks for the link, but already went there. While taking a break from
googling, I went to your site and went through your suggestions. I think
this one particular PC as decided to become Anti Symantec. Wonder if there
are any PC shrinks out there to help this PC from its problem.

That would be interesting profession, can just see the papers, PC
pyschologist curing depressed Windows computer, preventing it from commiting
virus-cide.

Jeff
 
P

Peter Foldes

Another suggestion. Perhaps reinstall the version 8 and then try the
uninstall again with the Programs Uninstall socket. Not Add\Remove .Say no
to the removal of files when it prompts you that it is safe to remove.
 
J

jeffrey

Hi Peter,

I`ll give that a try, our other office`s haven`t upgraded the AV server
software yet and I can connect to it to try re-installing 8.1. I have 3
weeks before the other two office AV servers are upgraded. Thanks for the
suggestion.

Jeff
 
T

Torgeir Bakken \(MVP\)

jeffrey said:
Hi,

I posted before about "Problem installing AntiVirus software" 2005/03/14
9:44 in XP General and got a few helpful responses. Unfortunately, I
still could not get the blasted program to install.

I used to have Symantec AntiVirus Corporate Edition 8.1 on the computer,
I uninstalled it, rebooted, then proceeded to install Symantec AntiVirus
Corporate Edition 9.0.2. It would go through all the proceedure, but
when it gets to the point of installing the software on the computer, it
zips past it and concludes with a finish.

The system has been checked with SpyBot S&D, Ad-aware SE, CWShreddar.
Also done online scans with Pandasoft and Trend Micro. I tried it on
the Admin account, secondary Admin account, and still no luck. All I
can conclude is, something is preventing the server base software to
install on the PC using the client-installer.

Out of 50 PC`s (was 47, installed on a few more) only 1 does not seem to
want the AV installed. I`ve gone through the suggestions given to me
and still nothing. Hope someone can give me a few more suggestions I
can try. Thank you.
Click to expand...
Hi

A couple of things to try:

See if this one is able to find and uninstall the MSI part of any
SAV products:

Description of the Windows Installer CleanUp Utility
http://support.microsoft.com/default.aspx?scid=kb;en-us;290301

Then go through the manual uninstall steps here to see if you find any leftovers:

How to manually uninstall Symantec AntiVirus Corporate Edition 8.x
Client on Windows NT/2000/XP
http://service1.symantec.com/SUPPOR...081213583048?Open&src=&docid=2002031914291648

Manually uninstalling Symantec AntiVirus Corporate Edition 9.x client
from Windows NT/2000/XP/2003
http://service1.symantec.com/SUPPOR...040815592148?Open&src=&docid=2002031914291648
 
J

jeffrey

Hi Torgeir,

Thanks for your reply, will give it a shot as well as Peters. Just have to
wait till I have access to the user`s computer again. Just means I need to
come in an hour early tomorrow to have access to her computer.

Jeff
 
R

Rick \Nutcase\ Rogers

Just an added note Jeff, but often a refusal to install an AV product is
related to the pc having an infection of some sort blocking it.

--
Best of Luck,

Rick Rogers, aka "Nutcase" - Microsoft MVP

Associate Expert - WindowsXP Expert Zone

Windows help - www.rickrogers.org
 
J

Jim Macklin

Maybe you need a rabbi to cure the anti-Symantec computer.
(bad joke).

Since you have checked and the registry is clean, did you
manually go through the program file folders and delete the
Norton and Symantec folders?

Have you tried the quick clean program to check for errors
and traces of the previous install?

Does that computer have any other security software
installed, such as SpyBot?


--
The people think the Constitution protects their rights;
But government sees it as an obstacle to be overcome.


| Hi Kelly,
|
| Thanks for the link, but already went there. While taking
a break from
| googling, I went to your site and went through your
suggestions. I think
| this one particular PC as decided to become Anti Symantec.
Wonder if there
| are any PC shrinks out there to help this PC from its
problem.
|
| That would be interesting profession, can just see the
papers, PC
| pyschologist curing depressed Windows computer, preventing
it from commiting
| virus-cide.
|
| Jeff
|
| | > Hi Jeffrey,
| >
| > Suggestions:
| >
| > Troubleshooting, Removing and/or Cleaning Add or Remove
Programs
| > http://www.kellys-korner-xp.com/xp_a.htm#addremove
| >
| > --
| > In memory of our dear friend, MVP Alex Nichol:
http://www.dts-l.org/
| >
| > All the Best,
| > Kelly (MS-MVP)
| >
| > Troubleshooting Windows XP
| > http://www.kellys-korner-xp.com
| >
| >
| > | >> Hi,
| >>
| >> I posted before about "Problem installing AntiVirus
software" 2005/03/14
| >> 9:44 in XP General and got a few helpful responses.
Unfortunately, I
| >> still could not get the blasted program to install.
| >>
| >> I used to have Symantec AntiVirus Corporate Edition 8.1
on the computer,
| >> I uninstalled it, rebooted, then proceeded to install
Symantec AntiVirus
| >> Corporate Edition 9.0.2. It would go through all the
proceedure, but
| >> when it gets to the point of installing the software on
the computer, it
| >> zips past it and concludes with a finish.
| >>
| >> The system has been checked with SpyBot S&D, Ad-aware
SE, CWShreddar.
| >> Also done online scans with Pandasoft and Trend Micro.
I tried it on the
| >> Admin account, secondary Admin account, and still no
luck. All I can
| >> conclude is, something is preventing the server base
software to install
| >> on the PC using the client-installer.
| >>
| >> Out of 50 PC`s (was 47, installed on a few more) only 1
does not seem to
| >> want the AV installed. I`ve gone through the
suggestions given to me and
| >> still nothing. Hope someone can give me a few more
suggestions I can
| >> try. Thank you.
| >>
| >> Jeff
| >>
| >
| >
|
 
J

jeffrey

Hi Jim,

Well, decided to install Microsofts Windows Uninstaller program, it
apparently found a few keys left from the previous version. Funny thing is,
I searched Symantecs site and they list these keys to ver 7.6, which was
never installed on this computer. Just wish Symantec will get their act
together and make the product better, so when one does uninstall it to
upgrade to a newer version, it doesn`t leave so much junk behind.

Jeff
 
J

jeffrey

Hi Rick,

I`ve scanned the PC several times using two online sites and tools that I
have on hand. Its almost as clean as a freshly installed computer that has
never been connected to the net. I ended up using the Windows uninstaller
program that I downloaded and that Symantec also recommended as a last
choice and it found a few keys that was left behind. Funny thing is, these
keys belong to ver 7.6, not 8.1 that was previously installed

Jeff
 
R

Rick \Nutcase\ Rogers

Nothing is funny with Symantec. Nothing at all......

I don't put a whole lot of stock in online scans. They make the same mistake
as many users, and that is relying on scanning in normal mode. Many, many
viruses mask themselves from detection in this mode. The best method to
reliably rule out a malware issue is to do it from outside of the Windows
environment, but failing that I would at least do scanning in Safe mode to
limit the startup load.

--
Best of Luck,

Rick Rogers, aka "Nutcase" - Microsoft MVP

Associate Expert - WindowsXP Expert Zone

Windows help - www.rickrogers.org
 

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