won't update

I have a user who can't update his Norton Anti-virus Corporate Edition.  He starts the update process, then at the end an error comes up that says something to the effect of "Windows or Microsoft won't allow or permit" the update.  I haven't seen the actual error, but regardless, he can't update it.  Nobody else in that office has the same problem that I've heard of.  Any suggestions?
allmar7am7777Asked:
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jimmymcp02Commented:
check and see the client version he is running....if he is running sav 9.0 or lower you wont be able to get updates those products are no longer supported
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allmar7am7777Author Commented:
it's Norton/Symantec corporate edition
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jimmymcp02Commented:
i know....but what version?
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allmar7am7777Author Commented:
oh, ok.  It's 9.0.  so what is there to do?  What version is supported?
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allmar7am7777Author Commented:
Is there a way to upgrade or do I have to purchase the newest version?
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jimmymcp02Commented:
you have to purchase a new version....you can try calling symantec and ask if you qualify for upgrade at a discount but we have always had maintanace agreements with them just in case of an outbreak or incase we needed an upgraded version so i dont know how much it will cost you. it might be cheaper using a resellers
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allmar7am7777Author Commented:
until I can get the newest version, which I suspect will be around $1000, will installing 8.0 be a good or decent temporary fix?
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jimmymcp02Commented:
no....the best fix you could get is to remove the currect version from the affected machine and then redeploy the software im assuming this is a client and not the server is that correct? if yes then try resinstalling first
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allmar7am7777Author Commented:
I unable to find the software anywhere, and currently don't know anybody who has a copy.  That's the next problem I guess... lol
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jimmymcp02Commented:
so is this a managed client or is this the antivirus server? if yes this is a client...then you should be able to go to the server folder and go to the \\\servername\VPHOME\CLT-INST\WIN32 and try launch the set up that way....but you need to remove the previous version first. if this is a server you dont want to do that....if this is the sav server then no. post back and we will do further research
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allmar7am7777Author Commented:
Once I'm in the WIN32 folder, what do I do then?  I've got a "setup" app, a "setup" configuration settings, and a "Symantec Anti-Virus" windows installer package.
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jimmymcp02Commented:
launch the set up...did you run the nonav or cleanutility first?
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allmar7am7777Author Commented:
no yet. haven't done anything yet.  
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allmar7am7777Author Commented:
I'm not finding the cleanup utility...where is it?
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jimmymcp02Commented:
change the extension to exe.
CleanWipe.txt
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allmar7am7777Author Commented:
I'm lost.  Change what "extension"?  Sorry...
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jimmymcp02Commented:
use the command prompt save the file to the c:\ and then use the following command

c:\ren CleanWipe.txt CleanWipe.exe
then hit enter
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allmar7am7777Author Commented:
save what file to the C:?
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jimmymcp02Commented:
ok lets try this again.

Click on the CleanWipe.txt you will be prompted for a location to save the file.

save it whatever you want (though that c would be the easiest since you dont have to type the entire file directory to execute the renaming of the file)

Now click on start then run type the following command. cmd then hit enter

now you should be in the command prompt line
now navigate to the folder were the CleanWipe.txt is located and type the following command

ren CleanWipe.txt Cleanwipe.exe

then hit enter and you should now have the CleanWipe.exe file that you can run against the affect client. This should remove SAV from the client.


Let me know if you need further assistance
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allmar7am7777Author Commented:
I'm not able to locate any cleanwipe or cleanutility anything.  Where do I locate this stuff?  I've searched the entire computer and come up with nothing.  can we start over?  sorry, but just not gettin' it.
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Al JeeCommented:
Look in jimmymcp02's post up there a ways ^.

You will find a little box below his comment that has "CleanWipe.txt" in blue letters and "(Possible File Type Mismatch)" in orange letters.

Right click on the blue text and choose to save the file somewhere on your computer.
Once you save it go to that place and rename the "CleanWipe.txt" to "CleanWipe.exe".
This is not the safest thing to do in most cases but i don't think that jimmymcp02 would deliberately send you an infected file.
I would not make a habit of this though especially since you may not have AV protection.

Once you have renamed the file, run it to clean out any Symantec installations.
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allmar7am7777Author Commented:
Awesome!  It works, thanks for the help both of you and sorry for being difficult
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Al JeeCommented:
Never a problem.
Glad you got things worked out.
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jimmymcp02Commented:
any time ....
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