BleepingComputer.com: Unable to load Norton in Win XP Home Prem

Emachines desktop t2698 running WinXP Home Premium; 1.5 gig ram and 500 gig Hard Drive.

My problem - unable to load Norton Security Suite that comes free from Comcast. After spending hours with escalated manager at Norton, they tell me there is maybe a permission problem (Win XP) and I need to reformat the C drive and reload Windows XP Home Prem. I roll my eyes when a troubleshooter says this because it typically means that he does not know what to do and is grasping at straws.

I think Norton is just guessing. They uninstall the old attempts to load Norton, then try to install again and it always gets to the very end then says "Installation failed - there was an attempt to clean up your files and you should try again"... (close to that in any event). Norton says the error log tells them that this is a permission problem and they look at the registry, trying to find a driver called BHDrvx86 and it is not there. The error log - they said look for an "a" error in the Url.txt error log. The log reads a=800705AA&b=System\CurrentControlSet\Services\BHDrvx86\Instances. However, Norton could not identify the 800705 code; did not know what it meant. I kept the error log if it is of any benefit.

I tried also to install Avg 2010 and it will not install either. Therefore I wonder if this problem is actually not Norton but is WinXP.

Second problem - emachines did not give me any Win XP disc; shouldn't WinXP be on a partition (Norton guy could not find it). He viewed the three discs that emachines included (using LogMeIn), said the discs did not include WinXP and only included the software that came with the machine. Why would emachines have failed to provide me some way to repair/reload WinXP?

Appreciate your comments. Right now running without any virus protection.

PS - the following Windows updates will not load - all failed. Could this have anything to do with this problem? KB970430, 974318, 955759, 975713, 978604, 2121546, 2347290, 979687, 2630131, 2279986, and 2360937.

This post has been edited by tyl604: 19 October 2010 - 03:40 PM

You may have some system files issues, but to start working on this problem, you need to obtain Windows XP CD.
Can you borrow one?

Would you investigate this option? Just see what options are available with F11

Quote

Broni - not sure I know anyone who has a XP disc; will give it some thought.


Chew - thanks for the info. Right now I am trying to find a workaround that is less destructive. Norton is supposed to call back today - they escalated it again. Let's see what happens.

Have you tried a simple reg scrub?

A quick link to a regscrub for xp...

http://www.google.co.uk/url?sa=t&source=web&cd=1&ved=0CBgQFjAA&url=http%3A%2F%2Fmajorgeeks.com%2FLexun_RegScrubXP_d2048.html&ei=m_G-TLvzGYW6jAev7KS2Ag&usg=AFQjCNHg-iVHeHNlKijTROIg0Eqne_VxfQ

Do not try to Fix the Registry

MendMyComputer, on 20 October 2010 - 08:43 AM, said:

The usefulness of cleaning the registry is highly overrated and can be dangerous. In most cases, using a cleaner to remove obsolete, invalid, and erroneous entries does not affect system performance but it can result in "unpredictable results". Unless you have a particular problem that requires a registry edit to correct it, I would suggest you leave the registry alone. Using registry cleaning tools unnecessarily or incorrectly could lead to disastrous effects on your operating system such as preventing it from ever starting again. For routine use, the benefits to your computer are negligible while the potential risks are great.

Chew - I know enough to stay away from the registry. However I did run the freeware scanner that MendMyComputer suggested; it did no good.

Well, it looks like I read DC3's comment too late. But the computer is working the same after the scan and clean. Tried to load Norton again but did not work. Waiting for Norton to call me this AM.

This post has been edited by tyl604: 20 October 2010 - 10:05 AM

Edited to remove my reply. After thinking about it, I decided that overall issues with installing need to be dealt with first. After that, if you still have problems with Norton install, I will repost.

This post has been edited by Queen-Evie: 20 October 2010 - 11:44 AM

Evie - even so I think it was a good idea to contact the Comcast forum. I did that already and explained the problem. Then I ran malwarebytes and found one infection called security.something (cannot remember). I cleaned it and reran malwarebytes and have no infection. So far, so good. I tried loading the Windows XP updates and they failed again. Then I reinstalled Norton again and it failed too.

So I am hearing from Norton tomorrow; they very courteously called tonight and said they were too busy and would call again tomorrow. And I await comments from the Comcast forum. Good idea, the Comcast forum.

Thanks again for your suggestions.

It looks like your computer is infected.

With the information you have provided I believe you will need help from the malware removal team. I would like you to start a new thread and post a DDS log HERE and include a link to this thread. Please make sure that you read the information about getting started before you start your thread.

It would be helpful if you post a note here once you have completed the steps in the guide and have started your topic in malware removal. Good luck and be patient. Help is on the way!

Have you tried to install another antivirus ?

you could try downloading and installing one of the free ones such as Avast

http://download.cnet.com/Avast-Free-Antivirus/3000-2239_4-10019223.html?part=dl-85737&subj=dl&tag=button

Ramchu, on 20 October 2010 - 09:06 PM, said:

That's dangerous advice unless the poster first removes any other installed resident AV protection.

This post has been edited by DaChew: 20 October 2010 - 09:13 PM

Computer in question is clearly infected, so there is no reason to attempt anything else, short of creating new topic in "Am I Infected?", or malware removal forum.

Norton called this AM. Thinks I have a virus. They plan to call back this afternoon, after having me download and run SOS NBRT TT.iso which took 45 minutes. I am not sure what this does, whether it is a virus scan or might be taking a picture of my hard drive.

He mentioned reformatting the C Drive. I think I will resist that for now and post on the "Am I Infected" forum. Then wait for help from the forum.

Not quite sure what to do.