Monday, January 22, 2007

Computer Angst

One of my pet peeves is being called by my first name by someone I do not know or have never met. It used to really rankle me when we first arrived in laid-back Los Angeles to be called, "Ann" by the nurse in the doctor's office as in "Ann, Dr. Jones will see you now." It made the gulf between me, the lowly patient, and the doctor, God himself, seem even wider. Chalk it up to my New England up-bringing where you have to know someone for 20 years before you can call them by their first name. (Does this count as my third revelation?)

Yesterday I thought I would bite the bullet and renew my Norton Anti-virus subscription. How long could it take? Just a few minutes and a few clicks and I'm done and my computer is protected from all those nasty things lurking out there in cyberspace. I started with the simple subscription renewal, but then they gave me an offer to upgrade to SystemWorks 2006. The price was reasonable, so I said OK. Then they offered to add Norton Personal Firewall 2006 to the deal for only $10. Well I have been receiving phishing emails lately and when I went to check out the cookie situation, I discovered there are 1400 of them on my machine! As a low-carber I knew that all these cookies were not good even if they were digital ones. So I agreed to the second offer as well. But that's it, no more. No extended service guarantee, extended download availability, etc. Each of these niceties, which you would think would come with the product for free, cost more.

They took my money and then my troubles began. I couldn't install the software, in fact I am not sure that it even downloaded to my machine. The installation process got stuck half way through. When I tried their suggested remedies, they didn't work either. I was supposed to turn on the Event Log, but Event Log wasn't on the list to be turned on. I was then to try downloading the Norton Removal Tool and all I got was a blank screen. I went to customer support and they offered to let me talk to a person by email for free or by phone for $29.99. I chose the email route.

I received a prompt reply from a Ramdas Inamdar, which I give to you here:

Subject---------------------------------------------------------------Technical SupportDiscussion Thread---------------------------------------------------------------Response (ramdas.inamdar) - 01/21/2007 10:04 PM

Hello Ann,

Thank you for contacting Symantec Online Technical Support.

I understand from your message that you are receiving the following error message when you try to install Norton SystemWorks (NSW) 2006 on your computer:- "(9999,171) The installation encountered an error and is unable to continue."

Ann, please note that this issue can occur due to certain registry keys that does not have the correct permissions.

So, I suggest that you to set permission for the registry keys. Please follow the step by step instructions provided below :

1. Download and run SymNRT.exe Title: 'Using the Norton uninstall tool: Manual file download'Document ID: 2006031710323113> Web URL: http://service1.symantec.com/Support/sharedtech.nsf/docid/2006031710323113?Open&src=con_ols_nam

2. Restart the Computer

3. Make sure that the system is logged in as Administrator,(Goto Start > Run and type "control userpasswords2", If Username is not listed, then add the user login account under Administrator)

4. Take the back-Up of the Registry and Save it under C drive (Don't save it in Desktop)Please see the document linked below for details on making a backup of your registry: Title: 'Backing up the Windows registry'Document ID: 199762382617> Web URL: http://service1.symantec.com/support/tsgeninfo.nsf/docid/199762382617?Open&src=con_ols_nam

5. Click Start, and then click Run. The Run dialog box appears.

6. Type regedit and then click OK. The Registry Editor opens.

7. Right Click on HKEY_Classes_Root, Click on Permission

8. If "Administrator, Current user login & System" is listed and all the 3 have Full Control permission Under Group & username, then Goto Step 8

9. If "Administrator, current user login & System" is not listed, then add them in the Group/user names box. Also make sure that all the 3 (Administrator/User login name/System) have Full Control permission.

10. Click on the "Advanced" button and click on the "Owner tab.

11. In the Owner Tab, under "Current user of this item" user login name should be displayed, if it isn't then select the User login name (in the same window) and click on apply.

12. Check mark "Replace Owner on Subcontainers and objects" and clicl Apply.(Note: In case while applying the above steps if its shows a message "Registry Editor could not set owner on the key currently selected, or some of its subkeys. ' just Click Ok and proceed further)

13. In the "Advanced security settings for HKCR "window, Check mark "Replace permission entries on all child objetcs with entries shown that apply to child objetcs"(Make sure the "Inherit from parent the permission entries that apply to child objects .." is unchecked)

14. Click Apply and Ok(Note: In case while applying the above steps if it is shows a message "Registry Editor could not set owner on the key currently selected, or some of its subkeys. ' just Click Ok and proceed further)

15. Repeat the Steps 5 to 12, for "HKEY_CURRENT_USER""HKEY_LOCAL_MACHINE"

16. Restart the Computer

17. Try to install Norton Personal Firewall 2006 and Norton SystemWorks (NSW) 2006 and check for the issue.- Install Norton Personal Firewall 2006.For more information regarding this issue, you can refer the document link mentioned below: Title: 'Installing Norton Personal Firewall 2006 that was downloaded from the Symantec Store' Document ID: 2005081215222136 > Web URL: http://service1.symantec.com/Support/nip.nsf/docid/2005081215222136?Open&src=con_ols_nam - If you are installing Norton Personal Firewall 2006 using the installation CD, please refer the document link provided below:Title: 'Installing Norton Personal Firewall 2006 from the CD' Document ID: 2005081215192436 > Web URL: http://service1.symantec.com/Support/nip.nsf/docid/2005081215192436?Open&src=con_ols_nam

Next, I suggest that you try to install Norton SystemWorks (NSW) 2006 and check for the issue.For more information regarding this issue, you can refer the document link mentioned below: Title: 'Installing Norton SystemWorks 2006' Document ID: 2005110207284107 > Web URL: http://service1.symantec.com/support/nsw.nsf/docid/2005110207284107?Open&src=con_ols_nam

Please let me know, if the issue has been resolved.

Regards, Ramdas.C.InamdarSymantec Authorized Technical SupportDisclaimer

Note: This message (including any attachments) is intended only for the use of the individual to which it is addressed.If you are not the intended recipient, please do not follow any instructions provided within this message. Any instructions or offers contained within this message are for a specific person, system configuration, location, and situation. Following these instructions may adversely affect your system if you are not the intended recipient.If you have received this communication in error, please notify us immediately by telephone and (i) destroy this message if a facsimile or (ii) delete this message immediately if this is an electronic communication.You are hereby notified that any use, dissemination, distribution, or copying of this communication is strictly prohibited. Thank you.Auto-Response - 01/21/2007 08:13 PM

Hello Ann V,

We have received your request for assistance and a Symantec Authorized Online Customer Service agent will contact you by e-mail within 48 hours to help answer your questions. The subject line of our agent's email will contain the following information:Problem Type:Request reference number:

This information is used for tracking purposes. If you need to send additional information to the agent related to your request please do so however please do not change the subject line of the message.Please feel free to browse Symantec's rich source of self-help information, which may be accessed through the Website linked below:http://www.symantec.com/techsupp/support_options.htmlThank you for contacting the Symantec Authorized Customer Service Center and choosing Online Support.Regards,Technical Support SpecialistSymantec Authorized Online Customer Service[---001:005312:64413---]

I was put off right away by being called by my first name, but what really bothered me was that I had already tried Step 1 and it didn't work and I had said so in my message to Norton. I have replied to Mr. Inamdar the following:

Hello Ramdas,

Thank you for your prompt reply. However, I am unable to execute Step 1. When I click on Download on the page

http://service1.symantec.com/Support/sharedtech.nsf/docid/2006031710323113?Open&src=con_ols_nam

I get a blank screen for 5 minutes and then the message:

The page you are looking for is currently unavailable.

Please advise,
Ann

Stay tuned...

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