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Norton AV installation problem RRS feed

  • Question

  • I try to install the new NA2007 and it comes up with this error: http://service1.symantec.com/SUPPORT/sharedtech.nsf/docid/2006091213530013?Open&src=_mi

    I tried running the "GenuineCheck.exe, WGAPluginInstall.exe, WindowsInstaller-KB893803-v2-x86.exe and have come up with no solution. I'm running Windows XP Pro. It seems to be a authentication error, but I don't know how to "fix" the stupid authentication problem. A recent restore is the only other situation that I can think of where it might have affected the validation. I've had no problems before with Norton, but this may sway my decisions from now on, on what type of AV to get... Any other information that is needed please let me know.

    Here is my MGADiag.exe results:

    Diagnostic Report (1.7.0012.0):
    -----------------------------------------
    WGA Data-->
    Validation Status: Genuine
    Detailed Status: N/A
    Windows Product ID: 55274-OEM-2212482-64526
    Windows Product ID Type: 3
    Windows License Type: OEM System Builder
    Windows OS version: 5.1.2600.2.00010100.2.0.pro
    ID: b3d431f6-8adf-47b9-84c2-f6e618532269
    Is Admin: Yes
    AutoDial: Yes
    Registry: 0x0
    WGA Version: Registered, 1.7.17.0
    Signed By: Microsoft
    Product Name: N/A
    Architecture: N/A
    Build lab: N/A
    TTS Error: N/A
    Validation Diagnostic:
    Resolution Status: N/A

    Notifications Data-->
    Cached Result: 0
    File Exists: Yes
    Version: 1.7.17.0
    WgaTray.exe Signed By: Microsoft
    WgaLogon.dll Signed By: Microsoft

    OGA Data-->
    Office Status: 100 Genuine
    OGA Version: Failed to retrieve file version. - 0x80070002
    Signed By: N/A, hr = 0x80070002
    Office Diagnostics: FCEE394C-3178-80070002

    Browser Data-->
    Proxy settings: N/A
    User Agent: Mozilla/4.0 (compatible; MSIE 7.0; Win32)
    Default Browser: C:\PROGRA~1\MOZILL~1\FIREFOX.exe
    Download signed ActiveX controls: Prompt
    Download unsigned ActiveX controls: Disabled
    Run ActiveX controls and plug-ins: Allowed
    Initialize and script ActiveX controls not marked as safe: Disabled
    Allow scripting of Internet Explorer Webbrowser control: Disabled
    Active scripting: Allowed
    Script ActiveX controls marked as safe for scripting: Allowed
    Sunday, March 18, 2007 1:24 AM

Answers

  • Hi m412491,

    The error URL you provided (http://service1.symantec.com/SUPPORT/sharedtech.nsf/docid/2006091213530013?Open&src=_mi ) points to the Symantec website's Knowledge Base Article "Error: "Setup cannot be installed because there was a problem authenticating your Microsoft Windows Installer""

    When it says "problem authenticating your Microsoft Windows Installer" it is NOT referring to a Genuine/Non-Genuine Validation. It most likely means it cannot 'Identify' the Window Installer. I would suggest following the steps provided in the article or contacting Symantec support for assistance installing the software.

    This is not a Windows Genuine Advantage issue.

    Thank you,
    Darin Smith
    WGA Forum Program Manager

    --------------------------------------------------------

    All Users: Please go to http://forums.microsoft.com/Genuine/ShowPost.aspx?PostID=1255325&SiteID=25 before posting a question.
    --------------------------------------------------------

     

    Monday, March 19, 2007 8:05 PM

All replies

  • Hi m412491,

    The error URL you provided (http://service1.symantec.com/SUPPORT/sharedtech.nsf/docid/2006091213530013?Open&src=_mi ) points to the Symantec website's Knowledge Base Article "Error: "Setup cannot be installed because there was a problem authenticating your Microsoft Windows Installer""

    When it says "problem authenticating your Microsoft Windows Installer" it is NOT referring to a Genuine/Non-Genuine Validation. It most likely means it cannot 'Identify' the Window Installer. I would suggest following the steps provided in the article or contacting Symantec support for assistance installing the software.

    This is not a Windows Genuine Advantage issue.

    Thank you,
    Darin Smith
    WGA Forum Program Manager

    --------------------------------------------------------

    All Users: Please go to http://forums.microsoft.com/Genuine/ShowPost.aspx?PostID=1255325&SiteID=25 before posting a question.
    --------------------------------------------------------

     

    Monday, March 19, 2007 8:05 PM
  • This is exactly a WGA issue.  I have the same issue as the person starting this thread, and have done what the article says, and have contacted Symantec.  It says that its a Cryptography issue that it cannot authenticate the windows installer.

     

    What next?

    Wednesday, September 5, 2007 12:18 AM
  • Jaasher,

     

    First I would trying to temporary disablling the AV currently installed.  Next try to validate. 

     

    We request all users initially run the Genuine Diagnostics tool to try and identify the issue you may be having.

    Download and run the utility at this link http://go.microsoft.com/fwlink/?linkid=52012 , then click the Windows tab, Copy to Clipboard, then paste the report into a New Post on this Forum.

    Step 2 is tell us about the COA. Tell us:
    1. What edition of Windows XP is it for, Home, Pro, or Media Center?
    2. Does it read "OEM Software" or "OEM Product" in black lettering?
    3. Or, does it have the computer manufacturer's name in black lettering?
    4. DO NOT post the Product Key.
    5. Please also provide a short description of the issue you are experiencing.

    NOTE: The data collected with the Genuine Diagnostics Tool does NOT contain any information that can personally identify you and can be fully reviewed, by you, before being posted.


     

     

    Thank you

     

    Stephen Holm, MS

    WGA Forum Manager

     

    Thursday, September 6, 2007 11:04 PM
  • I am trying to install a new version of Norton Internet Security 2007 and get the message that it cannot be installed because of a problem authenticating windows installer.  I tried all the fixes from Symantec and Microsoft that I could find.  My OS is XP pro and it is from Dell.

     

     

     

    Diagnostic Report (1.7.0039.0):
    -----------------------------------------
    WGA Data-->
    Validation Status: Genuine
    Detailed Status: N/A
    Cached / Grace status: N/A, N/A
    Windows Product Key: *****-*****-T6DFB-Y934T-YD4YT
    Windows Product Key Hash: 3g4CZGFEDgbKmn/oB4pa2FZsssU=
    Windows Product ID: 76487-OEM-2211906-00102
    Windows Product ID Type: 2
    CSVLK Server: N/A
    CSVLK PID: N/A
    Windows License Type: OEM SLP
    Windows OS version: 5.1.2600.2.00010100.2.0.pro
    ID: {77EDBB38-2BD7-4F56-BE77-EA08E720890B}(3)
    Is Admin: Yes
    Commit / Reboot / BRT: N/A, N/A, N/A
    WGA Version: Registered, 1.7.36.0
    Signed By: Microsoft
    Product Name: N/A
    Architecture: N/A
    Build lab: N/A
    TTS Error: N/A
    Validation Diagnostic: 025D1FF3-171-1
    Resolution Status: N/A

    Notifications Data-->
    Cached Result: 0
    File Exists: Yes
    Version: 1.7.17.0
    WgaTray.exe Signed By: Microsoft
    WgaLogon.dll Signed By: Microsoft

    OGA Data-->
    Office Status: 100 Genuine
    OGA Version: Failed to retrieve file version. - 0x80070002
    Signed By: N/A, hr = 0x80070002
    Office Diagnostics: FCEE394C-2993-80070002_77F760FE-152-80070002_7E90FEE8-175-80070002_025D1FF3-171-1_B4D0AA8B-818-80070057

    Browser Data-->
    Proxy settings: N/A
    User Agent: Mozilla/4.0 (compatible; MSIE 7.0; Win32)
    Default Browser: C:\Program Files\Internet Explorer\IEXPLORE.exe
    Download signed ActiveX controls: Prompt
    Download unsigned ActiveX controls: Disabled
    Run ActiveX controls and plug-ins: Allowed
    Initialize and script ActiveX controls not marked as safe: Disabled
    Allow scripting of Internet Explorer Webbrowser control: Disabled
    Active scripting: Allowed
    Script ActiveX controls marked as safe for scripting: Allowed

    File Scan Data-->

    Other data-->
    Office Details: <GenuineResults><MachineData><UGUID>{77EDBB38-2BD7-4F56-BE77-EA08E720890B}</UGUID><Version>1.7.0039.0</Version><OS>5.1.2600.2.00010100.2.0.pro</OS><Architecture>x32</Architecture><PKey>*****-*****-*****-*****-YD4YT</PKey><PID>76487-OEM-2211906-00102</PID><PIDType>2</PIDType><SID>S-1-5-21-218907038-2112732374-3856040649</SID><SYSTEM><Manufacturer>Dell Inc.                </Manufacturer><Model>Dell DM061                   </Model></SYSTEM><BIOS><Manufacturer>Dell Inc.                </Manufacturer><Version>2.3.2 </Version><SMBIOSVersion major="2" minor="3"/><Date>20070330000000.000000+000</Date><SLPBIOS>Dell System,Dell Computer,Dell System,Dell System</SLPBIOS></BIOS><HWID>DF2832A701841D6C</HWID><UserLCID>0409</UserLCID><SystemLCID>0409</SystemLCID><TimeZone>Eastern Standard Time(GMT-05:00)</TimeZone><iJoin>0</iJoin><SBID><stat>2</stat><msppid></msppid><name>Dell Dimension DM061</name><model></model></SBID><OEM/></MachineData>   <Software><Office><Result>100</Result><Products><Product GUID="{90110409-6000-11D3-8CFE-0150048383C9}"><LegitResult>100</LegitResult><Name>Microsoft Office Professional Edition 2003</Name><Ver>11</Ver><Val>50E9ED8EF80CD00</Val><Hash>3b5D1n8muoANyoLf6W47JkmXEHI=</Hash><Pid>73931-640-8867794-57185</Pid><PidType>14</PidType></Product><Product GUID="{91CA0409-6000-11D3-8CFE-0150048383C9}"><LegitResult>104</LegitResult><Name>Microsoft Office Small Business Edition 2003</Name><Ver>11</Ver><PidType>0</PidType></Product></Products></Office></Software></GenuineResults> 

     

    Thursday, September 13, 2007 4:28 PM
  • Hello Jmills,

     

    Are you receiving any error codes or other messaging whatsoever?  If so please let us know. For now I would like to point you to a Knowledge Base (KB) article:  http://support.microsoft.com/kb/886630/en-us. Please review the article and follow the steps. Next let us know if you are up and running.  Thank you and have a wonderful evening.

     

     

    Stephen Holm, MS

     

    Thursday, September 13, 2007 9:09 PM