cannot connect to the internet

Hewlett-packard / Pavilion ze4900
March 22, 2009 at 14:14:16
Specs: Windows xp sp3, 512
Problem started when I tried to load Norton Internet Security 2009 on my laptop. I had NIS 2008. NIS 2009 couldn't load. After 40+ hours with Norton techs in control of my computer the problem worsened. In the process they tried all sorts of removal tools to remove any Norton products and they always hung up at the same point -- "Removing Driver Dependencies". At one point the tech did something and we lost the internet connection. She had me reboot and get back on the internet and at that point the internet would not work. Kept getting "Cannot display the page". She said she would research the problem and get back to me. An hour later Norton contacted me and the tech talked me through the following steps:
Tried ping no response.
Tried msconfig netsh winsock reset catalog and then reboot. Still no connection to internet.
Tried System Restore to the previous day and it worked.
He took control and tried to correct the original problem by removing all files connected to Norton or Symantec and removing registry entries related to Norton or Symantec. The last thing he did was run a diagnostic that I don’t remember but was part of the windows suite and I believe it was checking the windows files. After that he had me reboot. At that point I could not get back to the internet. We again tried the above steps. But when we got to the System Restore step, there were no restore points available. They were all lost. We tried loading the registry that was saved from two weeks ago and that didn’t change anything. Now I have no system restore points and can’t get to the internet. At that point the tech said I should try to use my system repair program that came with the computer and that he was not capable of helping me with that. Before I do that, I wanted to see if there were any other suggestions to resolve this internet problem.

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#1
March 22, 2009 at 14:34:16
So, is Norton completely removed or not?

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#2
March 22, 2009 at 15:39:14
I don't know if system file checker will help.

http://www.updatexp.com/scannow-sfc...

Before posting try google. Backup. Use anti virus software.


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#3
March 23, 2009 at 12:16:25
OtheHill: Yes there are Norton files on my computer. I cannot remove them from the computer using the Norton Removal Tool. Nor can I get help from the Norton techs since I cannot connect to the internet with that computer. I think I can delete the files manually but I am not willing to try to delete the registry entries on my own since I am not sure which entries apply to Norton.

Clive Pearce: I tried the link you suggested and I am fairly sure the program mentioned (scannow sfc) at that site is the program I alluded to in my initial query that I didn't know the name of. It had the exact same srcreen, " WIndows File Protection", that the norton tech used. I will try Google, Backup, Use Anti Virus software. But will that help since I can't do that on the affected machine?


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Related Solutions

#4
March 23, 2009 at 12:41:03
So, are both the 2008 &09 in the same folder? You have rebooted at some point I assume. I wouldn't try manually editing the registry. What I suggest is to remove any Files for either version that you can delete manually.

Then use a registry cleaner to find the orphan files or try running the norton removal tool again. CCleaner slim has a decent and safe registry cleaner along with an excellent system cleaner. Run both starting with the cleaner and then the registry. Make a backup file just in case but I doubt you will have any problems with CCleaner. Get in at the link below.

http://majorgeeks.com/download4191....


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#5
March 23, 2009 at 12:54:37
OtheHill: I doubt I have any 2008 left as the Norton techs did the removal several times and after each removal tried to install 2009. I won't be able to try your suggestion for several days as I will be traveling. Will let you know results when I have tried it. Thanks for the input.

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#6
March 23, 2009 at 13:05:47
I am slightly confused now. To your knowledge is NIS 2009 installed correctly and working? If so, it seems odd that their own removal tool won't work on it.

Check in device manager to verify the network adapter is working properly. Also, if a wired adapter, you should see a green light where the cable plugs into the tower.


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