NAV 2003 Auto Protect Doesn't load 2

[BobNY]

I don't know about you guys, but I beginning to get disgusted with Norton products. I updated my antivirus from 2002 to 2003 on an XP Home computer. I installed the software after uninstalling 2002 and closed down all other programs. After the installation and reboot, the program ran. But, after that one time, auto protect will not load upon subsequent reboots. I went into Norton's tech documents and ran through document 2002101608291506 titled "Auto Protect does not load after installing Norton Antivirus 2003 and then restarting the computer". None of the solutions worked.

I e-mailed Norton tech support and received a generic response suggesting I refer to the document I already mentioned in my request for tech support! Obviously, they've not improved their customer service.

Anyway, in the tech document they indicate that two files need to be in "services". When I went into "Services", I noticed that the files were not there. My assumption is that the files are not loading on startup. These two files (ccapp.exe and ccregvfy.exe) were easily located in "C:\program files\common files\symantec shared". If I manually launched each of the files after reboot, auto-protect ran correctly. My conclusion at this point is that all I need to do is to put these files into startup via putting a shortcut to these files in startup.

If this is a viable solution, is this simply done by moving the short cuts to the startup folder? If not, how is this done?

Thanks in advance for this rather simple question. "I kind of know how to move around in the dark, but I do bump into things"

Thanks,
Bob

 

[micker377]

I've been through this 3 times so far (once on my own computer)! Norton has two programs (one on their site and the other on the CD. Uninstall antivirus - run the two programs - reboot and reinstall Norton. I know... but it's the only way to do it right. By the way, there are two versions of the program you must download - one for SystemWorks and one for only AntiVirus. The first time I had this happen, I went so far as to go the registry (DON'T DO THIS) and remove every instance of Norton. It still didn't fix it until I followed the directions from Norton customer service.

 

[BobNY]

micker377,
I want to make sure I understand your recc. You are suggesting that I download an uninstall program from Norton's web site for both Antivirus AND Systemworks? I don't have systemworks; only Antivirus 2003. You also suggest that I run the uninstall program on the disk, and the one from their web site. When I uninstalled, I used neither. I followed the directions according to their tech doc and uninstalled using the "Add or Remove" utillity in Windows XP. That is what they suggested. As usual, they didn't get it right. I will follow your suggestions and let you know how it works out.

By the way, here's a temporary workaround: Locate the two files: ccapp.exe and ccregvfy.exe, create shortcuts for each of these and place them on the desktop; and then just click each of the shortcuts after rebooting. It's primitive, but it works. Surely I prefer the more elegant solution.

Thanks in advance for your reply.
Bob

 

[Xemus]

Have you looked in MSCONFIG (start -> run -> msconfig) to see if those two are listed under the startup tab? If they are there, make sure thay are checked.

 

[BobNY]

Xemus,
These two files are not in msconfig. If these were the days of DOS, I would know how to put them in msconfig. I suspect that if the files could be run from msconfig, the problem would be solved. I just don't know how to do that.

The solution that Semantac suggests is outrageous: do an uninstall, going into the registry and removing all keys associated with NAV, manually remove any directories ( which I did several times already).

Truth be told, if I could get these two files to run on startup, the problem would be solved. I don't think anything else really needs to be done.

 

[micker377]

Just download the file for your setup. On the Norton CD:
Support > Navtools > Repair > symclean.exe. At least that's where it is on my SystemWorks disc. You may have to do a search on your CD for symclean.exe.

 

[BobNY]

I want to give you guys an update; primarily because the morass that can be created can be VERY bad.

I followed all suggestions, did the uninstall as directed, utilized proper uninstall utilities, etc. Didn't work. Then I reran uninstall again, only this time I also made modifications to the registry. The outcome of this was that I lost internet service, e-mail, search file utility,and control panel. I did however run system restore before doing all of this. I was able to restore the system but internet service, and search file were inoperative. AFter all of this, I did what one would intuitively not do. I reinstalled Norton antivirus and all systems returned. I suspect that there were some common files that were lost in the uninstall.

While the outcome is positive, I do not feel comfortable with the process for obvious reasons. All of the tech bulletins, uninstalls, etc. did not do what they were intended to do. In fact, there are now three versions of Norton system folders on the hard drive. I won't dare delete Norton antivirus 1 and Norton antivirus 2. Who knows, the CPU might disappear!

 

[BobNY]

Oh, one more thing. As it turned out, after startup, auto-protect did not load. The solution was what I should have done a long time ago.............I created a shortcut to the two files (ccApp.exe and ccRegVfy.exe) and placed them in startup.

I have no idea why all other solutions did not work. Clearly this is NOT the way to solve such a problem. But, a solution is better than no solution.

 

[gpalmer711]

The reason symantec install the two files as services is because that way the autoprotect loads before any other software from either the start-up folder or the specific Run registry keys.

I susspect you have tried my first suggestion but try:

1) Remove the shortcuts from the startup folder
2) Click on start then Run and type "C:\Program Files\Norton AntiVirus\Navapsvc.exe" /unregserver[/]
3) Click on Start then Run and type "C:\Program Files\Norton AntiVirus\Navapsvc.exe" /service
4) Click on Start > Setting > Control Panel > Admin Tools > Services. In here you should file two entries relating to Norton, make sure they are set to automatic.
5) Restart your machine, Does Autoprotect run?

If not then try this second suggestion

Download the windows 2003 resource kit from

http://www.microsoft.com/downloads/...69-57ff-4ae7-96ee-b18c4790cffd&displaylang=en

Part of the kit is a command INSTSRV which will install services for you. After installing the Resource Kit click on Start > Programs > Resource Kit 2003 (May be something slightly different) > The click on the Icon that looks like a dos window.

(Sorry I can be more specific but I am not at my normal PC)

Then type
instsrv Norton1 "C:\program files\common files\symantec shared\ccapp.exe"

instsrv Norton2 "C:\program files\common files\symantec shared\ccregvfy.exe"

Click on Start > Setting > Control Panel > Admin Tools > Services. In here you should file two entries relating to Norton, make sure they are set to automatic.

If you have trouble reading the instructions let me know and when I get back to my normal PC I will provide more accurate instructions.


Greg Palmer

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Any feed back is appreciated.

 

[gpalmer711]

Here is a correction and better explanation of the above post.

The reason symantec install the two files as services is because that way the autoprotect loads before any other software from either the start-up folder or the specific Run registry keys.

I susspect you have tried my first suggestion but try:

1) Remove the shortcuts from the startup folder
2) Click on start then Run and type "C:\Program Files\Norton AntiVirus\Navapsvc.exe" /unregserver
3) Click on Start then Run and type "C:\Program Files\Norton AntiVirus\Navapsvc.exe" /service
4) Click on Start > Setting > Control Panel > Admin Tools > Services. In here you should file two entries relating to Norton, make sure they are set to automatic.
5) Restart your machine, Does Autoprotect run?

If not then try this second suggestion

Download the windows 2003 resource kit from

http://www.microsoft.com/downloads/...69-57ff-4ae7-96ee-b18c4790cffd&displaylang=en

Part of the kit is a command INSTSRV which will install services for you. After installing the Resource Kit click on Start > Programs > Windows Resource Kit Tools > Command Shell.


Then type
instsrv Norton1 "C:\program files\common files\symantec shared\ccapp.exe"

instsrv Norton2 "C:\program files\common files\symantec shared\ccregvfy.exe"

Click on Start > Setting > Control Panel > Admin Tools > Services. In here you should file two entries relating to Norton, make sure they are set to automatic.


Greg Palmer

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Any feed back is appreciated.

 

[BobNY]

Mr. Palmer,
Please recognize that I have great trepidation in taking any further action regarding this. I now have three versions of NAV on my computer and my assumption is that a thorough uninstall is necessary if this is to be properly corrected. How am I to avoid what has previously taken place (i.e., loss of internet service, loss of search function, e-mail, and control panel) if I don't know precisely what went wrong? If I can do this with some sense of confidence, then I will go ahead with your suggestions. I have tried to back up my registry before proceeding. But, that utility is not available in my system tools. Thus, with the exception of system restore, I have no backup of my files. You sound like you've been through this kind of thing before. Can this be done without risk of data loss? Thanks for your time in responding to my questions.
Bob

 

[gpalmer711]

Yes it can be done without any loss of files or settings. I have had various problems with Symantec utilites before!! :-(

What I am suggesting above will just try and re-register the files as a service. This will either work and you will not have to have the shortcuts in the start-up folder, or not work and the shortcuts will have to be in the start-up folder.

The suggestions will not change any settings, or add/remove any files.

Essentially what it is doing is changing the location that windows finds the information to start the two files.

Greg Palmer

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Any feed back is appreciated.

 

[BobNY]

O.K. I'll go ahead. I'll post the outcome.........hopefully positive.
Bob

 

[BobNY]

Mr. Palmer,
Using navapsvc.exe did NOT instll the two files into services. I then proceeded to suggestion 2 utilizing the Windows Resource Kit. I ran the two files and they are indeed now installed in services. But, they did not run even though the action was set to automatic. In the Service Status section of Properties for each of the files, it indicated "stopped".

I thought that maybe my firewall, or Ad-aware was interfering with them loading, so I disenabled them. Still no load on startup. I also noticed that it took a great deal longer for the status/start bar on the bottom of the window to appear on startup.

The only thing I can think of at this point is that when I ran each of the files in the resource kit, it emphasized that it would be necessary to go into control panel and use the 'services applet' to change the account name and password. I didn't do anything with this because I wasn't sure what they were referring to. Is it time to just put the short cuts in the startup folder and call it a day or does the account name and password task need to be completed? Please recognize that I do not use a pasword to sign in on startup.

 

[gpalmer711]

Ok, if you do not use a username and password it is likely that your administrator password is still blank (this is the default). Try adding administrator as the user name and leave the password blank.

If that does not start the services the click on start then run. Type Control userpasswords2.
Select the administrator and click on reset password. Enter a new password for the administrator account but make sure it is something you will remember. Now enter the new password into the services screen.

If that does not work then I think you are going to have to live with them in the start-up folder.

Greg Palmer

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Any feed back is appreciated.

 

[BobNY]

Mr. Palmer,
I wanted to provide some closure on this problem. None of the approaches were successful (except to place the shortcuts in startup). What is curious about this evidently unsolvable problem is that I have another computer with the same exact configuration. Yet this problem does not exist on that unit.

All in all, based on the posts I've read on the web about Symantec products, I think it is accurate to conclude that they have let their patrons down. Their support mechanisms are not very good including their data base of tech articles. And the extent of their arrogance in knowing that there is a pervasive problem with their products and then requring a fee to speak with tech to solve the problem is indefensible. When 04'turns the corner, NAV is going to take a permanent vacation from my desktop. And, I hope that other users who encounter the same problem read this post and learn from it. Thanks for your attention and perseverence.

 

[bcastner]

1. To uninstall NAV2003, use the RNAV2003.exe utility:

http://service1.symantec.com/SUPPOR...sf&view=docid&dtype=&prod=&ver=&osv=&osv_lvl=

2. The internet problems after removal stem from this problem:

http://www.bl.com/moshe/text/quiddities/norton_errors.html

3. The two Autoprotect files are not installed as service entries as Greg Palmer discussed above. The two entries exist as RUN keys in the Registry under:

HKEY_CURRENT_USER\Software\Microsoft\Windows\CurrentVersion\Run

Just add two new entries, ccApp, and ccRegVfy, type REG_SZ, with the entries the full path and name of the respective .exe files.

It is likely that if you start with a clean slate, the installation program will do this for you.

 

[gpalmer711]

Bill,
The two entries are installed as services on my machine, it is also recommended by Symantec to have them as services

http://service1.symantec.com/SUPPOR...65256c5400105ea1?OpenDocument&src=bar_sch_nam

However after looking into this a bit further it looks like Norton decides whether to put this in the registry or Services as there are conflicting posts on the various support boards.

I wonder what it uses to decide where to put the entries and if that is maybe the problem in this case?


Greg Palmer

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Any feed back is appreciated.

 

[bcastner]

Norton Protect is started as a service, the servicizing process handled internally with a switch:

"C:\Program Files\Norton AntiVirus\Navapsvc.exe" /service

The other two entries, ccApp, and ccRegVfy, run as processes through the RUN facility of the registry. I have never seen it install (NAV2003) any other way, and am curious as to your results.

What I am certain of is that you cannot just use instsvc without using srvany, and without having made registry entries to describe the service and set its desposition.

 

[gpalmer711]

Do you know what I think the reason they are installed as services is due to me testing what I suggested above, after an uninstall and reinstall they are Reg entries so I must be mistaken!! Shock



Greg Palmer

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Any feed back is appreciated.