Symantec claims "Antispyware" blocking NAV2005 scan...

[Guest]

Issue: Customer's Dell PC, WinXP home, SP2, MS Antispyware Beta1 and Norton
Antivirus 2005 installed. Machine cleaned of viruses and spyware. However,
Norton Antivirus will no longer run scan in normal mode but will in safe
mode. Usual uninstall/re-install drill followed, still same problem.

Symantec has weighed in claiming it is a viruse (no) or conflict with "other
third party antispyware programs". They also refer to their own kb article
about this (see below).

I haven't seen this claim from Symantec on this forum and I still can't get
the scan to run despite several other suggestions they provided.

Looking at their kb article and suggested fixes, is this really a conflict
with the MS beta or perhaps something else? The Hijack This file shows
nothing unusual.

Suggestion and comments appreciated...

Gib Macs

-----Original Message-----[EDITED FOR BREVITY]
From: Symantec Technical Support
[mailto:[email protected]]
Sent: Thursday, November 10, 2005 5:53 AM
Subject: RE:'Case=Virus Scanning

Thank you for contacting Symantec Online Technical Support.

I understand from your message that you are unable to run a
Norton scan.

I understand the difficulties that you are currently
facing. This issue can occur if your system is infected with
viruses or there is a conflict with other Third Party
Antispyware Programs. For more information regarding this
issue, please refer to the document provided below:

Title: 'Nothing happens when you run a full system scan in
Norton AntiVirus' Document ID: 2005011117222406

Please let us know if the issue has been solved or if we can
be of any further assistance to you in using the Symantec product.

Regards,

[DELETED
Symantec Authorized Technical Support

 

[Dave M]

Hi Gib;
You'd think it would be all over this forum if MSAS and Norton 2005 conflicted.
My 2004 sure doesn't... but then again I don't have Norton's AntiSpyware with
2004 and I believe it was a part of certain 2005 configurations. If Norton's
A-S has Real Time Protection and your using Norton A-S, that could be a conflict
with MSAS RTP, and you might have to disable one or the other. I guess for the
sake of the Norton Document you should look in RTP Application agents, then View
blocked application events, to see if any Symantec function is blocked, and
might as well do the same for System agents, then View blocked system events.

If there's nothing there, try shutting off MSAS and running the scan (It would
be best if you had no internet connection at the time of course, and maybe just
a single folder scan for brevity)... Right click the MSAS systray icon >
Shutdown, then run the Norton scan. If that works bring up MSAS, and disable
RTP then run the scan. If that works, enable RTP, scan. Only thing left is your
internet connection, right? Safe mode disables most running processes so it
could be any one or more of them that would the culprit in this case, but the
above should have eliminated MSAS or proved it guilty by this point. Guilty,
meaning you might have to decide which RTP to disable, but perhaps just shutting
down MSAS for the Norton Scan would work too.

Let us know how you make out. I'm one person at least interested in this test,
probably many more lurking.
--
Regards, Dave

Issue: Customer's Dell PC, WinXP home, SP2, MS Antispyware Beta1 and Norton
Antivirus 2005 installed. Machine cleaned of viruses and spyware. However,
Norton Antivirus will no longer run scan in normal mode but will in safe
mode. Usual uninstall/re-install drill followed, still same problem.

Symantec has weighed in claiming it is a viruse (no) or conflict with "other
third party antispyware programs". They also refer to their own kb article
about this (see below).

I haven't seen this claim from Symantec on this forum and I still can't get
the scan to run despite several other suggestions they provided.

Looking at their kb article and suggested fixes, is this really a conflict
with the MS beta or perhaps something else? The Hijack This file shows
nothing unusual.

Suggestion and comments appreciated...

Gib Macs

-----Original Message-----[EDITED FOR BREVITY]
From: Symantec Technical Support
[mailto:[email protected]]
Sent: Thursday, November 10, 2005 5:53 AM
Subject: RE:'Case=Virus Scanning

Thank you for contacting Symantec Online Technical Support.

I understand from your message that you are unable to run a
Norton scan.

I understand the difficulties that you are currently
facing. This issue can occur if your system is infected with
viruses or there is a conflict with other Third Party
Antispyware Programs. For more information regarding this
issue, please refer to the document provided below:

Title: 'Nothing happens when you run a full system scan in
Norton AntiVirus' Document ID: 2005011117222406

Please let us know if the issue has been solved or if we can
be of any further assistance to you in using the Symantec product.

Regards,

[DELETED
Symantec Authorized Technical Support

 

[FeMaster]

I run Norton Internet Security 2005 Antispyware edition, as well as Norton
System Works 2005 Premier editon, and Microsoft Antispyware Beta 1 (amung
other programs). There are no conflicts between any of these items. Most
likely there is something else that is causeing your problem.

 

[Anonymous Bob]

Issue: Customer's Dell PC, WinXP home, SP2, MS Antispyware Beta1 and Norton
Antivirus 2005 installed. Machine cleaned of viruses and spyware. However,
Norton Antivirus will no longer run scan in normal mode but will in safe
mode. Usual uninstall/re-install drill followed, still same problem.

Symantec has weighed in claiming it is a viruse (no) or conflict with "other
third party antispyware programs". They also refer to their own kb article
about this (see below).

<snip>

I'm running NAV 2005, MSAS, and ZAP 6.0 on W2K and they all have real time
protection. On occasion I will find NAV Auto-Protect disabled and see an
internal error in NAV when I try to enable:
Error: "Norton AntiVirus 2005 has encountered an internal program error"
(4002,517)

This presents itself as a load order problem on my system and is fixed by a
restart.

I offer this, not as a solution to your problem, but to illustrate to
potential problems one may encounter when multiple programs are performing
the same function.

Of more immediate interest to you, check to see if there are any blocked
events in MSAS by selecting:
Tools | Real-Time Protection | View all blocked events.

If you find anything related to NAV follow the instructions to remove the
block. Please let us know what you find.

Respectfully,
Bob Vanderveen

 

[Guest]

:

If you find anything related to NAV follow the instructions to remove the
block. Please let us know what you find.

Bob,

Tried all variations offered by Symantec, but disabling MSAS still did not
allow NAV05 to run scan, so *may* be something else. Customer got worn out by
all the trial and error and uninstalled Norton, couldn't deal with all the
back and forth and I can't blame them.

On to other challenges...

Gib
-We can repair ANYTHING! Please knock hard on the door - the bell doesn't
work.

 

[FeMaster]

Bob,

Tried all variations offered by Symantec, but disabling MSAS still did not
allow NAV05 to run scan, so *may* be something else. Customer got worn out by
all the trial and error and uninstalled Norton, couldn't deal with all the
back and forth and I can't blame them.

I have a problem with NAV05 as well, though it's not related to MSAS... My
problem being is that I can not complete a "full system scan". I can scan
parts, however I have a need to "exclude" some directories during the scans.
NAV05 refuses to exclude the things I tell it to, and it merrily scans the
files and directories that I tell it not to... I went on and on for weeks
with their free support and got nowhere...

What I have noticed is that when I add things to the "exclusions" list, it
refuses to keep proper capitalization. Some of the capitalized letters are
properly capitalized, however others are not. I think this is where the
problem lies...

Done with my rant...