 Morac
join:2001-08-30
Riverside, NJ
kudos:1
 ·Comcast
2 edits | NSW 2006 - Norton Unerase broken by recent Symevent updates Norton System Works 2006 comes with Norton Unerase. What this does is track any file that is deleted but not put into the Recycle Bin and make a backup copy which can then be restored by the user.
Recently I noticed it was not doing its job. There was no files being protected by Norton. The empty Norton Protected Files menu entry was grayed out and using Norton Unerase only showed files in the recycle bin.
I had recently installed NIS 2007 and thought maybe it broke Unerase so I uninstalled all Norton products and used the Symantec removal tool. I then reinstalled NSW 2006 (I only install Norton Unerase and Speed disk since those are all I use). After that Norton was protecting files again.
I ran the LiveUpdate and after that Norton Unerase was no longer protecting files. After an uninstall and reinstall I tried applying the live updates one and a time (rebooting after each) until the functionality broke.
It broke after applying the SymEvent 12.1.1 update. So this update breaks Norton Unerase.
I tried uninstalling and reinstalling NSW 2006 and then installing the SymEvent 12.1.0.19 version that comes with NIS 2007. On a reboot Norton file protection stopped working as well.
I don't know what version of SymEvent I had previously, but I know that Norton Unerase was working a few months ago. All I know is that the version that comes with NSW 2006 (12.0.0.20) works and that the version that comes with NIS 2007 (12.1.0.18) and above do not. I'm pretty sure there were a few releases in between 12.0.0.20 and 12.1.0.19 which worked. I found that there are some old releases at »ftp://ftp.symantec.com/public/english_···symevnt/ which I'll try (12.0.3 is the "latest"). I'm pretty sure 12.0.3 worked since it came out in May 2006 and I'm nearly positive it was working after that.
Anyone else have NSW 2006 installed with Norton Unerase seeing this problem?
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SvS
join:2001-04-15
Germany | Yes, and I have an (strange as usual but at least no reinstall was suggested yet) ongoing conversation with Symantec Technical Support on this problem. |
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Morac
join:2001-08-30
Riverside, NJ
kudos:1 Reviews:
·Comcast
| reply to Morac
Well it's nice (in some sense) to know that someone else is experiencing this problem which means it shouldn't be to hard to reproduce (unlike my NIS 2007 hanging problem).
I normally don't go through Symantec support since they normally just have me reinstall the program and if that doesn't work have me reinstall completely unrelated programs and very rarely do they even listen to what I'm saying. I find I get much better support through these boards (which is kind of sad). I can try though.
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SvS
join:2001-04-15
Germany | said by Morac:I can try though. Please try to contact Symantec support, maybe this helps them to either recognize that this is a real problem which can't be solved by pasting text blocks or to identify the problem by gathering additional information about systems/configurations affected.
I initially contacted support on September 24 and the only thing I was instructed to reinstall yet was SymEvent (which makes sense). |
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Morac
join:2001-08-30
Riverside, NJ
kudos:1 Reviews:
·Comcast
| I confirmed that SymEvent 12.0.3 works, but 12.1.0.19 does not. I think at this point I may have the unofficial world record for the number of times I've uninstalled/reinstalled the release versions of NSW 2006 and NIS 2007. 
I didn't contact support per say, but I can say that Symantec is aware of the problem and should hopefully understand what is going on sometime soon.
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| I have the same problem. I thought I got a bug again. I noticed this with the latest update with both my PC and Laptop. Nice to know that it's an issue with an update than something I did.  |
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| reply to Morac
Another possibility was »forum.ccleaner.com/index.php?sho···825&st=0 , but imo the symevent update seems indeed a better candidate for breaking the norton protected recycle bin, considering the arguments in this topic...
So I guess we have to wait for a fix by Symantec. In the meantime I'll too submit a bugreport to Symantec support... |
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SvS
join:2001-04-15
Germany
1 edit | reply to Morac
said by Morac:I didn't contact support per say, but I can say that Symantec is aware of the problem and should hopefully understand what is going on sometime soon. Finally I received the, usual, instructions to completely uninstall all Symantec products and to reinstall NSW2006. After this I should run LiveUpdate in Interactive mode and deselect the SymEvent update to prevent this issue. The instructions leave the installation of NIS 2007 out, so yes - this may resolve the problem with Norton Unerase but what's up with NIS2007?
This "voodoo" approach to irritate customers and keep them busy makes me sick. This will cause a lot of work on my part and will not solve the problem. The problem will be caused by the version of SymEvent installed with NIS2007 as well, SymEvent 12.1.1.1 was released and installed via LU a few days after I installed NIS2007 and at this point Norton Unerase already stopped working. |
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Morac
join:2001-08-30
Riverside, NJ
kudos:1 Reviews:
·Comcast
1 edit | Can't help you with that one SvS. Installing NIS 2007 will definitely break Unerase. You could prevent NIS 2007 from upgrading SymEvent but I have no idea what effect that would have on how NIS 2007 works. The good news is that I've been told that someone at Symantec has recreated the problem. The bad news is that last I heard they still didn't know why it was broken. Unfortunately because of the way all the Symantec components tie so closely together figuring out why it is happening and how to fix it without breaking everything else will most likely take some time.
That is one of my biggest issues with Symantec products. They all integrate so closely with each other that they need to be installed and uninstalled in order or they can cause problems. I could understand NIS 2007 requiring that NIS 2006 be uninstalled first, but to make it so that installing NIS 2007 upgrades certain components in NSW 2006 so that basically to make a change to NSW 2006 you need to uninstall NIS 2007 first is frustraiting from a user's standpoint. In my opinion the whole "common client" thing wasn't a very good idea. Even Microsoft (king of .dll hell) is trying to steer away from things like that in Vista.
Any way until it's fixed you have 2 choices until it's fixed:
1. Keep NIS 2007 installed and live with Unerase being broken.
2. Don't install NIS 2007 (use NIS 2006 if you have it) and have Unerase work.
Right now I'm going with option #1 until my subscription expires in 45 days. If this problem and the NIS 2007 hang problem aren't fixed by then I'm seriously considering dropping NIS 2007 completely and going with something else (why pay for something that doesn't work?).
BTW, if you take route #2, you can upgrade to SymEvent 12.0.3 without issue. I'm not sure if it's any better than 12.0.0.20, but I'm assuming there are probably bug fixes in it.
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 antdudeA Ninja AntPremium,VIP
join:2001-03-25
kudos:2
1 edit | reply to Morac
Hi all.
I have sent this thread to Symantec people about this.
Thanks for posting about this. |
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PDXDuck
join:2004-12-30
Beaverton, OR | reply to Morac
I've run into the same problem with Unerase, but with NSW 2005 and NIS 2007. After going through the complete Symantec product uninstall routine, I reinstalled NIS 2007 and its ad-on package. So far, so good.
I was thinking about reinstalling only the Norton Utilities and file cleaner tools from NSW 2005. Could doing so damage NIS 2007? Would it be better to replace Norton Utilities with non-Symantec utilities so I don't have to worry about them playing nice with each other? |
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SvS
join:2001-04-15
Germany | reply to Morac
said by Morac:Can't help you with that one SvS. Installing NIS 2007 will definitely break Unerase. I know, I tried to restore an disk image with NSW2006/NIS2006 several times, as soon NIS2007 is installed the Norton Protected Recycle Bin stops working. Installing SymEvent 12.1.1.1 on a system with NSW2006/NIS2006 has the same effect and in this configuration re-installing all Symantec products and preventing the SymEvent update (as Tech support suggests) prevents the problem.
However, I'm unable to communicate the problem I experience to the tech support guy: Installing NIS or NAV 2007 on a system with the Norton Protected Recycle Bin installed will break the latter due to a problematic version of SymEvent shipping with the Norton 2007 product line.
Tech support insists on that reinstalling all Symantec products and preventing the SymEvent update available via LiveUpdate will solve the issue. I understand that he is just copying & pasting instructions which may have been attached to the case but... |
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SvS
join:2001-04-15
Germany | reply to PDXDuck
said by PDXDuck:I was thinking about reinstalling only the Norton Utilities and file cleaner tools from NSW 2005. Could doing so damage NIS 2007? The suggested install order is to install the Norton 2004/5/6 products first and then the Norton 2007 products. |
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 ranschultzPremium
join:2004-05-28
Canyon Country, CA | reply to Morac
Analysis thus far indicates that the problem will occur if you install a 2007 product over any NSW, or, receive the SymEvent LiveUpdate package on NSW 2006. A fix is in progress but I can't tell you when it will be made available. |
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PDXDuck
join:2004-12-30
Beaverton, OR | reply to SvS
Thanks, SvS.
I've learned my lesson about install order. |
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| reply to Morac
Did anyone get already live updates from Symantec concerning this issue? |
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ranschultzPremium
join:2004-05-28
Canyon Country, CA | An update has not been made available yet. |
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| reply to Morac
I've written two angry emails to Symantec to report this problem.
The response to my first message was an automated promise that a service rep would contact me within 24 hours. When I heard nothing for 72 hours, I wrote a second message, demanding an explanation.
It too was ignored. Not even the automated "we'll get back to you" response.
I don't know what angers me more: Symantec crippling their own product with a faulty update or the utter arrogance of their "customer service" department.... |
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Morac
join:2001-08-30
Riverside, NJ
kudos:1
1 edit | reply to Morac
I see that there is a new SymEvent (12.1.3.6) on LiveUpdate. Hopefully this is to fix this issue. Rebooting now.
edit - Yep it's fixed |
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| reply to Morac
after 5 reinstalls of norton system works, uninstalled sp2 uninstalled ie 7, uninstalled ccleaner, spysweeper, diskeeper. and after many hours on the phone with tech support symantec, as well as the waiting, for a tech support agent, there final conclusion was to re install xp (format the c drive.
After the rebuild installed nsw2006 np recycle worked yeaaaa, rebooted guess what it did not work again empty protected files was shaded out, that was yesterday 31st Oct, today downloaded and installed new update from live updates, yep all is working well.
What a mess...................technical support at symantec needs technical support. |
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