Conversion to Norton Security Suite Causes Windows Explorer to Crash

[rgrslmor]

I can't believe I'm the only one in the world that this happening to.

Comcast has just begun converting its customers out of McAfee and into Norton Security Suite.  I ran the conversion on 2 desktops, a laptop and a netbook.  The respective operating systems were:  XP Pro, Vista Small Business, and XP Home.  All 4 are experiencing the same problem.  The Norton installation has knocked out Windows Explorer functionality.  Trying to do simple file movements, or even simple deletes, stops and recycles Windows Explorer.  That Norton Security Suite is the culprit has been confirmed by uninstalling Norton Security Suite.  The problem goes away.  Re-install:  the problem returns.

Does anyone have any experience with this type of thing, or have any suggestions on how Windows Explorer functionality can be retained in a system protected with Norton Security Suite?

[JJ 3000]

Check Add/Remove programs. Is McAfee still listed? If so, remove it.

[rthompson80819]

I just did the same conversion today, and so far no problems.  After I saw your post I went into Windows Explorer and deleted and moved some stuff and had no problems.

I didn't follow Comcast's instructions to the letter.  I'm a little paranoid, and Comcast's instructions said to delete McAfee first, then download and install Norton.  I didn't like the thought of not having any av program for even an hour.  So I first downloaded Norton knowing the two of them might fight it out.  But it worked out fine.

I agree with JJ that McAvee may have not been entirely removed.

Even after I went through the McAvee removal process I still had McAvee error messages pop up.  I rebooted twice and all McAfee was gone.

BTW, Comcast isn't listed in the spell check dictionary, and the first suggestion is compost.  Some people will like that.

[JJ 3000]

I just did the same conversion today, and so far no problems.  After I saw your post I went into Windows Explorer and deleted and moved some stuff and had no problems.

I didn't follow Comcast's instructions to the letter.  I'm a little paranoid, and Comcast's instructions said to delete McAfee first, then download and install Norton.  I didn't like the thought of not having any av program for even an hour.  So I first downloaded Norton knowing the two of them might fight it out.  But it worked out fine.

I agree with JJ that McAvee may have not been entirely removed.

Even after I went through the McAvee removal process I still had McAvee error messages pop up.  I rebooted twice and all McAfee was gone.

You just download the norton exe from comcast right?
Norton doesn't start running until you install it.

By the way, the mcafee removal tool can be downloaded here:
 http://download.mcafee.com/products/licensed/cust_support_patches/MCPR.exe

[basumarpo1610]

i never heard about that..............




u can try others antivirus.............bitdefener is good

[rthompson80819]

You just download the norton exe from comcast right?
Norton doesn't start running until you install it.

The longest part of the process was downloading Norton, it's about 93MB, during that time McAfee was still working.  Only after I fully had Norton downloaded did I delete McAfee, and started Norton.  So I was open for about 10 minutes until Norton was up and running.

[unstuck]

I had the same problem and I think I've found a fix.  Go into the settings and change Windows Exporer from auto to allow.  I've not had any issues since I changed it.

I am still having major delays when I try to save a photo from email or online. 

[patio]

Just because you are on Comcast you don't have to use McAffee...or Norton for that matter...
There are less resource hungry protection apps out there that are all FREE...
Post back for a list if this is something you want to consider and we'll hook you up.

[rthompson80819]

As an update, Comcast is my ISP and I converted from McAfee to Norton almost a month ago and haven't had any problems.  And frankly, I was expecting some problems, but so far OK.

[Sn3akyP3t3]

My personal opinion and experience with Norton products is neither good or supportive.  To rid your computer of McAfee I suggest using the McAfee product removal tool.  Use this tool if you suspect that McAfee components were left behind during un-installation.  It doesn't hurt to run this utility either way.  If installing the Norton product still causes errors after using the removal tool then I suggest using a very good and probably more effective freeware alternative such as Antivir, Avast, AVG or BitDefender.

Whatever you do don't install the Norton product to your Netbook!  It will most likely cripple its performance to an unacceptable level.

[bmaxwell]

unstuck,

What do you mean by "Go into the settings and change Windows Exporer from auto to allow. "?  I've tried various settings, including adding a firewall "allow" rule for Windows Explorer, but it makes no difference.

I'm having the same crash problem.  I've run the McAfee removal tool, rebooted a bunch of time, etc., etc.

Thanks.

[Northwood]

I was not able to get any help from Comcast!!

Norton provided me a solution to the problem.

They advised me:

In regards with your query, please be informed that this problem is due to an incompatibility between Norton Security Suite and Avanquest PowerDesk. This problem can be fixed by installing the latest updates for PowerDesk. Follow the steps to read the PowerDesk document on how to install the updates.

Please copy and paste the link in the Internet Explorer address bar:

http://kb.avanquestusa.com/

In the Search for articles box, type the number: 4030

Click Search.

Follow the instructions in the document.

It fixed my problem!!!

[bmaxwell]

Northwood,

THANK YOU!!!  A hundred times Thank You!

This fixed my problem too.  I was putting off calling Comcast and Norton, dreading the time dealing with their support.  This is one time it paid off to put something off till later!

I guess there are probably not too many of us that use PowerDesk.  I am using an older version -- PowerDesk 6, but the patch fixed the problem anyway (as it says it should on the Avanquest site).  I really don't use PowerDesk much anymore, so maybe I'll just uninstall it if I have any more problems like this.

Thanks very much for letting everyone know about this.

Bill.
                            

[rthompson80819]

Comcast is my cable provider and my ISP.

Customer service on the cable side has been fifty/fifty.  Fifty percent good and fifty percent bad.

However, on the internet side, out of maybe six calls, five of them were good, fairly short wait times, (after I got through the extremely long voice menu and a hundred options leading up to tech support), and the support tech was good, but on one call the support tech may have been very knowledgeable but I couldn't understand a word he said.

[beichst]

I am having this exact same problem since installing the free Comcast Norton Security Suite.  Norton advised me of the same thing.  Unfortunately, I am not, nor have I ever, used the Avanquest Powerdesk application.   

Has anyone else heard of any other solutions to this issue? 

Thanks.