RE: Norton Internet Security 2009 - Update Causes Unbootable Systems

Hi Again,

I believe the problem is solved. (At least both of the down computers are
now operating... albeit without security protection at the moment.)

And, yes, now I am bashing Symantec.

For details of my problem, and the steps that proved what caused the
problems, please see the following, which is a copy of what I posted on the
Symantec forum:

-----------------------------------------
"Hi Again,

I experimented a little with the notebook computer, thinking that it may not
be NIS updates that caused the problem.

I started Win XP in Safe Mode. I went into Add/Remove Programs and
uninstalled MS IE 8 and attempted to restart Windows normally. The splash
screen hung and continued the action of the scroll bar.

I did a hard reboot, and went back to Safe Mode. I then uninstalled Google
Toolbar. (Another recently installed program.) (No system restart at this
time.) I then uninstalled NIS 2009. I chose the Custom Uninstall option. At
the conclusion of the uninstall I was asked to restart Windows, which I did.

I attemped to start Windows XP normally on this Gateway notebook computer.
This time it worked. Win XP was now functioning.

I decided to uninstall only NIS 2009 on the desktop system that was down. I
started Windows XP in Safe Mode (because I could not start it normally). I
went to Add/Remove Programs and uninstalled only NIS 2009. Again, I chose the
Custom Uninstall option. I was asked to restart Windows, which I did.

I attempted to start Win XP normally on this Compaq desktop computer. This
time it worked... XP is functioning.

The conclusion that I have drawn is that NIS' update was the sole reason for
this problem. Maybe it's because NIS detected something that it's designed to
detect. I don't know why NIS causes Win XP to fail when starting normally...
all I know is that the following has occured during the last 3 weeks.

1. The notebook computer that I use in another area of the house was
rendered inoperable. I spent a great deal of time and effort on my own, and
on forums online attempting to solve the problem. In the end, the computer
hardware became suspect, and I quit trying to diagnose software issues.
(Specifically, the system would not always boot to the CD even though BIOS
was configured in that way.)

2. I purchased a new HP computer because of work that I had bid on an out of
town project. (Just under $2,000.)

3. After experiencing similar issues with the desktop system, I again began
to question software. The one common thread between the two systems was that
both system failed to start normally after updating several programs (Win XP,
IE, and NIS 2009).

4. I had purchased a new 2-1/2" hard drive that I installed in the notebook
computer and to which the image was restored from a fairly recent backup.
After running the NIS update yesterday, this system was unable to start Win
XP normally. This is what really raised my suspicions about NIS.

Now both of the systems which were down yesterday are running normally...
without Norton Internet Security.

I am still angry at Symantec, even as I have both of these systems running.
The $2,000 was essentially a waste. I have spent so much time and energy on
this problem... Maybe I should have been smarter, or done something
different; but, honestly, the only thing I did was install updates from one
of the largest security software companies in the world. And once I did, I
could no longer use my systems.

So... I would like for someone to explain to me why I should trust
Symantec/NIS 2010 any more than I did 2009.

I find it incredibly difficult to believe that I am the only one running
Windows XP that has had this type of problem. I am even more surprised to
think that Symantec didn't work through these kinds of bugs before pushing
their updates into the public domain. Sarcastically speaking, I think
Symantec owes me a lot more than free updates after all that I have gone
through with this whole experience. Had it just been one system, I could
understand a fluke; but, two independent systems produced by different
manufacturers using different hardware platforms.... There is no excuse for
this.

I know you guys post on this forum to help others who have problems. This
outrage isn't directed at you. I appreciate your help. I do, however, believe
Symantec is liable for something because of their negligence (in spite of all
the disclaimers we, as the licensing public, must agree to before using
software).

Is it just me, or is a real problem?

Jeff
-----------------------------------------

I don't know if anything will become of this; but, I sure hope other users
are smarter than I was.

I will also be starting my research into other software suites (including
research into MS') very soon.

Thanks for your help.

Jeff

"Jeff" wrote:

Hi,

I am not here to bash Symantec. I am here to resolve a problem.

Twice in the last 3 weeks I have ended up with computers which will not boot
into Windows XP normally. One system is a Gateway Solo 9550 XL notebook. The
other is a Compaq X09 gaming system.

In both instances I processed Norton Internet Security 2009 updates and was
asked to restart Win XP.

The loading of Win XP stops at the splash screen with the scroll bar
continuing to scroll round and around.

The only way out of the scroll screen is a hard reset. I can select Windows
Safe mode to get into that mode; but, I cannot load Windows normally. (I
probably should have selected the last know good command the first time I
restarted Win XP; but, I didn't.)

I have even gone so far as to install a new hard disk in the notebook
computer and restore my latest backup. The backup works fine. As soon as I
run the NIS update and restart the system I cannot start Windows.

I have spent several weeks hoping to solve this problem. I even suspected
that there was a problem with the notebook computer that I purchased a brand
new HP Elite notebook computer to replace this older Gateway. Now I discover
that the problem may not be hardware related.

I am pretty upset to say the least.

I intend to reformat the new hard drive that I installed in the Solo 9550,
restore my backup, and make sure the system functions. I will then run the
NIS update again to prove, or disprove what I have posted.

Update: I removed the hard drive from the notebook computer. I attached it
to hardware intended for backing up to a 2-1/2" drive. I plugged the drive
into the USB 2.0 port of another Win XP system. (The first one that had this
problem render unbootable; but, subsequently I installed new hard drives and
did a restore.)

As soon as I plugged the hard drive into the remote system it began clicking
rythmically ... as if defective. The drive wasn't recognized. Although the
drive wasn't recognized in Explorer, it was listed in the list of devices I
could safely remove, so I did. I rebooted the remote system. Now Win XP will
not load on this system.

What is going on? What could happen to the hard drive during the Norton
Update that would cause it to corrupt another system when connected? Is there
another explanation?

The main reason for this post is to see if others have experienced similar
problems. I have also posted on the Symantec forum; but, I don't always feel
comfortable with the replies that I get on their forum. I respect the fact
that they are challenged by the bugs created by others; but, I believe I
spend more time trying to get their software to work with my systems, than I
do with any other single software package. Sometimes I think I'd rather deal
with the malware and other viruses.

Anyone else have problems?

Thanks

Jeff

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