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Newly installed Norton GoBack will not enable, and shuts down computer at start-up

Posted on 2008-10-08
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Last Modified: 2013-12-09
Hello.

I recently uninstalled an earlier version of Norton GoBack (which worked beautifully) and installed the newest version.  However, after completing the installation, GoBack would not enable.  When I then click on "enable," it indicates that it will have to restart the computer.  It then retrieve some files from the Norton Systemworks installation disk - and then does nothing else.  When I then restart the computer on my own, I see that GoBack is there (it precedes Windows in booting), and that on its initial startup window it says it's "enabled," but when windows then loads, I look down and see that it is not in fact enabled.  If I click "enable" again, it just takes me through the same fruitless loop.

Here's another part of the puzzle: When I then uninstall GoBack (so that I can reinstall it) using Norton Removal Tool, it completes the process and then restarts the computer.  Upon startup, the GoBack startup window still appears - and then the computer completely shuts down.  The message dreaded blue-screen message reads: "The session Manager Initialization system process terminated unexpectedly."  I did some research and found that Symantec has identified this as a problem (http://service1.symantec.com/SUPPORT/goback.nsf/0/4a64f3e97846989688256de20006c6d1?OpenDocument).  However, their solution - to roll back Nvidia IDE drivers - does not apply to me because I don't appear to have Nvidia IDE drivers.  Yet clearly, I am experiencing the identical problem.

So clearly, there seems to be some kind of conflict between GoBack and some other file(s) on my computer.  I really want to be able to install GoBack, but this problem stands in the way.  Does anyone know how to overcome whatever conflict is happening?  Thanks.
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Question by:6610iacservant6610
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Expert Comment

by:flubbster
ID: 22672440
I would first try to remove the remnants of the program using the Microsoft Windows Installer Cleanup Utility. Note that this will only work on programs that were installed using the MS Installer.

http://download.microsoft.com/download/e/9/d/e9d80355-7ab4-45b8-80e8-983a48d5e1bd/msicuu2.exe

Read the KB for further instructions:
http://support.microsoft.com/kb/290301
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by:6610iacservant6610
ID: 22673693
Unfortunately, I installed the software without the MS Installer...
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Accepted Solution

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6610iacservant6610 earned 0 total points
ID: 22676169
I worked this out with Symantec tech support after many, many hours...
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