NIS on Toshiba Win7 stops install of any AV

January 15, 2010 at 13:43:32
Specs: Windows 7, 250GB - 3MGRAM
I just want to put this out here, to see if anyone else has experienced what is happening to me.

Brand new laptop - 3 weeks old - Toshiba - Windows 7, Home Premium 32 bit that came with the Norton trial version of anti-virus protection. I do not like Norton and so I went to download an upgrade I got from CA (California Associates Anti-Virus) and it would not let me - saying "NSIS Error - Installer integrity check has failed. Common causes include incomplete download and damaged media." I spent about three hours on the phone with CA and they said to call Toshiba that the problem is with the computer. I downloaded a different anti-virus (AVG) - same thing, it would not install - saying file was corrupt. I called Toshiba and they had me do a System Recovery, then the tech person took over my computer, went to Norton site and used their System Tool to completely uninstall Norton from the computer. Tech person then said computer was "clean." With the tech on the phone, I tried downloading CA again but got the same error message. Toshiba tech person said to buy a hard copy and install it and he guaranteed it would work. Went and bought Webroot and it would not install either. It said "File Corrupted."

After all of this, I am coming to the conclusion that Toshiba/Norton have some sort of deal working whereas the computer will only let you install the free trial of Norton? I think they have worked it where something in the computer is stopping any other anti-virus program from installing? How else could it be possible that no other anti-virus program will install - be it a download from the web or an actual hard disk? I am sick over this because I just now have had to do another System Recovery and when the computer is back up and running, I will have to install the Norton that came with the computer and that's the last thing in the world I wanted to do.


See More: NIS on Toshiba Win7 stops install of any AV

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#1
January 15, 2010 at 14:57:33
A friend of mine bought a Toshiba Satellite with Vista installed and also Norton on a trial basis. He tried in vain to install AVG, Avira and Avast with no success. He subsequently used Norton's uninstall programme to remove Norton and once again tried to install AVG with no luck. Within a fortnight of removing Norton he was struck down with a virus which was removed by the local repair technician who also replaced Norton (at a cost). It seems that this might be a problem with Toshiba.

Home Page http://ewen.uuuq.com/


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#2
January 15, 2010 at 17:15:57
Something's not right ... NIS can't possibly be the only AV tool that is compatible with the machine. Try Microsoft Security Essentials & see if the same thing happens.

Windows 7 News!


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#3
January 15, 2010 at 18:54:01
Thanks so much for the replies, really appreciate it. It's like I said, I really think that Toshiba/Norton are in bed together and they have put something on the computer, whether in one of the registry keys, etc., to stop any other anti-virus from being installed. Nothing else makes sense...they are in essence forcing you to use Norton. With the Microsoft Security Essentials - I did bookmark it, but I don't know if I'm going to go that route, I'm so disgusted right now, I can't face wasting anymore time trying this. I will never buy another Toshiba product again.

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#4
January 15, 2010 at 19:08:13
The question I have is did you uninstall Norton prior to doing a new AV install. If not then Norton is doing exactly what it is supposed to. With the rash of trojan installers installing and killing the running AV it is trying to prevent a change to the system that would be identical to the malware trying to install itself and kill Norton. That is the problem with most of the protection software at this time. None of them seem to prevent the trojan from killing the valid AV, installing itself and triggering constant pop-ups trying to get you to provide a credit card.

If you did not do the uninstall try doing it and then trying to install the new AV you want to use.

Richard


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#5
January 16, 2010 at 16:38:24
I have a Toshiba Satellite and uninstalled Norton and used the removal tool to clean it up and then installed McAfee Virus Scan Plus 2010 with no problems.

Hardwicks Computing Helps


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#6
January 16, 2010 at 17:01:00
Rich - Yes, I uninstalled Norton before trying to download the other anti-virus programs. No matter what I tried - CA, AVG, Webroot, etc...it said for all of them that either the file was corrupted or I wasn't getting a full copy of the download.


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#7
January 16, 2010 at 17:06:07
JPW - I wish I had your computer! I honestly believe that it something in the way my computer was put together...because no matter what I use, it will not accept any anti-virus program. Come to think of it, It would be interesting to see if I did download the trial version of Norton (that came with the Toshiba) if it would even download that? I went to the Geek Squad today at Best Buy and the guy said that it could even be something in one of the registry keys. Problem is Toshiba's technical help is no help at all. They know the bottom line is that I can't download any protection and they have no answer for it. What they should be telling me is to somehow get the machine to a certified warranty location so they can look at it. I don't know if I need tech authorization or not to do that but I'm going to call the Warranty Division on Monday and see if I can do that because I've never had a computer where could not put protection on. I've never seen anything like this before...don't tell me that out of all the Toshiba laptops that were sitting there, that I picked up the one that has some sort of malfunction in it?

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#8
January 16, 2010 at 17:09:54
JPW - would you happen to have a link to the site that had the Norton removal tool....I can't take calling Toshiba Tech again - they are so hard to reach and I need a level 2 tech guy and they are never available. So, if you could post the link, I'll do the install again. If I remember correctly from my message above, I think the Geek Squad had said that after the Norton uninstall, that they could look at the computer's registry keys to see if anything is there from Norton. This is just unbelievable...all I wanted was just a nice little laptop and all I've had now are headaches for the past three weeks. Problem with the Toshiba's, Microsoft's, etc., of the world is that they are too big...there's no way or no one to really reach to complain to...*sigh*

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#9
January 16, 2010 at 18:49:22
How long have you had the system? Did you install a number of programs to it yet?

One consideration would be to run the system recovery package to bring it back to original, remove Norton first thing and then try a different AV product install.

Richard


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#10
January 16, 2010 at 19:14:43
My Toshiba Satellite is a L505
running Windows 7 Home Premium 32 bit

The link is below:
http://www.symantec.com/norton/supp...

Hardwicks Computing Helps


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#11
January 16, 2010 at 19:42:20
I was asking how old it was to determine whether reinstalling Windows and trying to remove Norton from a fresh install was possible.

Richard


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#12
January 17, 2010 at 12:40:20
Rich - it's a brand new laptop...came with Windows 7 pre-installed. The Toshiba tech did remove Norton by using the Norton Removal Tool - and I did then try to download other AV software, it wouldn't accept anything. I even went as far as purchasing a hard copy and it would not accept that either. It downloads them all fine, but will not install. With each AV program, box pops up saying either the file is corrupt or I've downloaded an incomplete copy, etc.

Anyway, I did another System Recovery and checked "out of the box" option so of course that put Norton right back on my computer again because I was so disgusted that I didn't care and was just going to install the Norton. But I was out yesterday; talking to different guys in Best Buy, Staples, Office Max, etc...and no one, not one of them, likes Norton. So I've decided against installing it unless I absolutely have no other recourse. JPW was nice enough to supply me with the link to access the Norton Removal Tool - I'll do that and then I'm going to go to Best Buy's Geek Squad with a "clean" computer and try to find the guy I saw on Saturday that said "even though the system tool has been used, it can still be holding something in one of the registry keys." He said that they (Geek Squad) have some sort of tool to look for that...he said he wouldn't charge me anything if they can't get positive results.


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#13
January 17, 2010 at 12:43:32
JPW: My Toshiba Satellite is a L305D running Windows 7 Home Premium 32 bit. Thanks so much for the link, I'm going to try it tomorrow (can't face this again today...been working on this now for three weeks, just totally disgusted. Couldn't face having to deal with Toshiba tech's again to get the link, so you saved me some time a great deal of aggravation! Thanks again. I'll keep you posted.

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#14
January 17, 2010 at 13:00:06
The trick to effectively remove NIS from any computers with Windows preinstalled is NOT TO USE the program at all at any time. Under this scenario the removal tool from Norton will work fine although I never used it. I simply used Add/Remove Programs to remove every programs associated with NIS - one by one. Then I removed every trace of it in Windows registry.

If you have used NIS at all, you have in effect INSTALLED the program. Once the program is INSTALLED, nothing can really have it removed except by remounting Windows 7 with Toshiba restoration DVD.

Don't blame Toshiba - letting third party add programs to Windows landscape is a money making bonanza for them and for any OEM business.

Google the internet for "windows crapware" and you will be stunned to find it is a common business practice.

i_Xp/Vista/W7User


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#15
January 17, 2010 at 13:57:49
You could try turning off system restore and also running a registry cleaner. Also, reboot in between.

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#16
January 18, 2010 at 07:56:59
XpUser: Thanks...but I've never installed it. It's a trial version but I never clicked on it to activate it. Where you say "If you have used NIS at all, you have in effect INSTALLED the program. Once the program is INSTALLED, nothing can really have it removed except by remounting Windows 7 with Toshiba restoration DVD." If I did a System Recovery and clicked on option "Restore back to Factory Settings" wouldn't that get rid of Norton if it were installed? Because it would set the computer back to the original "out of the box" settings where Norton would once again appear as a trial version. But I do believe (even after clearing it from the computer) that indeed, a part of it still remains in the registry. That's why I'll take it to the Geek Squad because the guy there mentioned that they can actually go into the registry to remove it.

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#17
January 18, 2010 at 08:17:59
That's why I'll take it to the Geek Squad because the guy there mentioned that they can actually go into the registry to remove it.

Good luck with Geek Squad. The question is how long you will be without the computer, how much they will charge you and what if they end up having to restore windows to factory condition - there simply is no telling & or guarantee. By the way anyone fluent in working with Windows registry can remove it.

i_Xp/Vista/W7User


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#18
January 18, 2010 at 08:18:05
OtheHill: Thanks for the advice but unfortunately I don't know how to turn off system restore (what exactly would that do?) and also to install a registry cleaner. I have Registry Booster installed on a Windows 2000 desktop here...but that just scans everything automatically. I wouldn't know how to tell it how look for any Norton items hanging around in the registry. I'm going to bring it to the Geek Squad, hopefully they can remove it through their Registry Cleaner. I would call Toshiba tech but that's a waste of time. They really seem to not want to help because I told them that I did everything they said to do and I still could not download an AV program. I should call them back and insist that they go into the Windows Registry - ah, but to get to that point, the level 2 techs are never available and when the level 1 tech says "I'll leave word for them to call you back"...I always tell them "They never call me back"...you just have to hope that maybe you can get one of them when you call. Horrible, horrible tech help they have...you just have to pray you get a guy who knows what's going on and that is far and few between. I guess I'll give that a shot but I'm not betting on it...I have a feeling I will be going to the Geek Squad on Wednesday after I remove the Norton again with the link you were kind enough to give me. Thanks again, Carly

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#19
January 18, 2010 at 09:26:04
Actually in Windows 7 you don't need to turn it off.

First download Ccleaner slim from the link below and install it. Then delete all restore points. To do that go the Start> control panel> system> change setttings>system protection> configure> delete> continue> OK> OK.

Then run both the cleaner and registry modules in Ccleaner. When prompted to, save a backup. Pay attention to where the file is saved. Then reboot.

Rebooting will create a new restore point. Now try to install your AV again.

http://www.piriform.com/ccleaner/bu...


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#20
January 18, 2010 at 12:03:40
XpUser: Thanks, I'm just so upset at this point. The guy I talked to at Geek Squad was nice enough to tell me that he wouldn't charge me if they could not get AV downloaded for me...he said he would go into the registry keys, something you'd think Toshiba Tech would have mentioned but they didn't. They just said that once Norton was off with the removal tool that I'd be able to download AV....unfortunately, not the case.

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#21
January 18, 2010 at 12:11:53
JPW: The link you gave me for Norton Removal Tool worked just fine yesterday when I clicked on it...just now I went to it again (because I was ready to do the removal) and just a blank screen comes up. I even emailed the site to myself and clicked on the Removal Tool link there and blank page comes up. Can't even imagine why it would not bring the page up...*sigh* I think this is a conspiracy not to let me get anywhere with this! *lol* I guess I'll have to call Toshiba again to get them to take off Norton now for me and demand that they do a Windows Registry check. As XpUser said above "anyone fluent in working with Windows Registry can remove it" - you would think that Toshiba Tech would know this stuff? Can't believe I'm going to have to deal with them again...you have to go through almost 20 minutes of dialing this, hitting that, saying the same info over and over again, giving case numbers, etc., etc., before you can even get to say your peace.

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#22
January 18, 2010 at 12:16:02
OntheHill: Thanks but I don't want to install anything because I have no AV protection on my computer. But I'm thinking if the computer won't let me install AV protection (because Norton is still hanging around in my registry files somewhere) it wouldn't let me download and install anything else either. I'm off now to try with Toshiba Tech again. I'll be back later, after having pulled my hair out because I just know going into this that it's not going to end well.

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#23
January 18, 2010 at 16:00:55
JPW: The page finally did come up...have to think it was something with Norton's site but anyway I did use it and got the Norton off of the computer. When it was deleting Norton files, I did see where it said "deleting registry files"..."deleting individual registry files", etc. Had about four deletions regarding registry files. So if I'm hearing what everyone is saying is that even though they have deleted these files, there are still registry files on my computer that refer to Norton? This is insane that Norton makes it so hard to get rid of their files. Anyway, I'm calling Toshiba Tech and asking them to go into registry files and depending on what happens with them, then I'll got the Geek Squad as my last resort.

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#24
January 18, 2010 at 16:29:03
Don't go to the Geek Squad. If you have to confidence in this site then go to a local computer shop.

All you need to do is run Ccleaner Slim registry cleaner module. Ccleaner is one of the best temp file cleaners there is and it is free. Virtually all the helpers here use it. I run the cleaner module daily at least.


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#25
January 19, 2010 at 07:05:44
OntheHill: Okay, maybe I'll give it a shot...I'm just wondering though if I'll even be able to install it since I'm being stopped from installing any sort of AV program - I'm thinking that it's stopping me from any kind of installation - AV or otherwise? Also, do I just follow on screen commands? I'm not a tech person or anything like that...I understand somewhat more than the "norm" person at home but still not a genius with the computer - thanks for your advice.

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#26
January 19, 2010 at 07:20:38
Try installing the program while in Safe Mode if necessary.

In addition to issues with Norton viruses and other nasties don't like removal tools to be installed so that could be a reason for the issue.

There are some online scanner programs available that don't require installation. If you are interested in exploring that I suggest you start a new thread in the Security and Virus forum here at CN.


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#27
January 23, 2010 at 09:45:16
Geek Squad did manage to get rid of everything Norton (thank goodness) and I had them install TREND AntiVirus/Anti Spyware (didn't know at the time, but it takes 1GB of RAM, I only have 3GB on laptop...that's a lot of RAM. So, I'll live with it for a year and then get something that eats up less RAM. But AV popped up yesterday saying "Potential Threat"...did a full scan, and came back with 49 threats. AV said it could only clean 17 of them - I had to manually go in and delete the rest. The surprising thing is that this laptop had nothing downloaded, installed in it, etc. from me...all the virus' were from games that were installed with the system - Toshiba Games, Wild Tangent Orb program, etc. I deleted all games and Wild Tangent program, I only have the Microsoft games remaining. I can't get over the fact that this is how it came packaged from the factory, full of viruses? Astounding. Anyway, I basically wanted to say thank you all for your help and advice and your time. Truly appreciated...just so glad that I could finally get an AV program installed.

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