How to fix Symantec AntiVirus Client Install/Uninstall Error ?

Issue

You are installing or uninstalling Symantec AntiVirus Corporate Edition client. After selecting the default directory and clicking Next, you see the error message "25002 Failed to load navinsnt.dll." When you click OK, you see a message indicating that the installer is removing changes and the progress bar moves to the left.

Solution

The following causes have been identified for this error:

• User has insufficient rights to uninstall
• Corrupted copy of Navinsnt.dll or Navins95.dll
• A registry value is incorrect
• Incomplete or corrupted installation or upgrade of Symantec AntiVirus

Because this situation has a variety of causes, no one solution will work in every case. To resolve the problem, try each of the following solutions in the order listed. After each solution, try the installation again to determine whether the problem is resolved.

Corrupted copy of Navinsnt.dll or Navins95.dll

On Windows NT/2000/XP computers, search for the Navinsnt.dll file, rename it, and then reinstall Symantec AntiVirus.
On Windows 98/Me computers, search for the Navins95.dll file, rename it, and then reinstall Symantec AntiVirus.

A registry value is incorrect
To change the registry key value

1. Go to the following registry key:
   HKEY_LOCAL_MACHINE\System\CurrentControlSet\Control\FileSystem
2. In the right pane, change the value of NtfsDisable8Dot3NameCreation from 1 to 0.
3. Exit the Registry Editor.
4. Restart Windows.
5. Install Symantec AntiVirus Corporate Edition.
6. After the installation, you can set the NtfsDisable8Dot3NameCreation value back to 1.

Incomplete or corrupted installation or upgrade of Symantec AntiVirus

Choose your operating system and proceed with the following instructions.

Windows 9x/Me/NT/2000/XP/2003

You may see this error when trying to install Symantec AntiVirus over a damaged or partial installation, or when trying to uninstall a damaged installation through Add/Remove Programs in the Control Panel. If you see this error, try the following steps to clear out the components that might be conflicting with the installer or uninstall script.

To clear out the components

1. Clear out the Temp folder. The default locations are:
   Windows 9x/Me:
   C:\Windows\Temp
   
   Windows NT:
   C:\Temp
   C:\Winnt\Profiles\\Local Settings\Temp>
   
   Windows 2000/XP/2003:
   C:\Winnt\Temp or C:\Windows\Temp
   C:\Documents and Settings\\Local Settings\Temp
   

Note: (User name) corresponds to the profile folder for the current user.

2. Navigate to the following registry keys, and delete the following key and string values.

   a. On the Windows taskbar, click Start > Run.

   b. Type regedit.exe in "Open" and then click OK.

   c. Navigate to the following registry subkey:
   HKEY_LOCAL_MACHINE\SOFTWARE\INTEL\DLLUsage

   d .Right-click the DLLUsage key and click Expand. If the VP6 subkey is present, then right-click and delete it.

   e. Highlight My Computer in the left pane for each search, and click Edit in the Menu bar. Then click Find, and search for the following strings
   VirusProtect6
   74BE21DBFDBD3D11EBAE000ACC725290
   86C46C6D5F9F3D11EBAE000ACC725290
   9526CFE08DA32DC4CB754D39A75FCCE0
   AC68B2D7D5D2E96429DE5EB626DBD1C3
   497CA84818B8A04418EA464733D75B72
   
   

   f. Delete any keys or values that you find that contain those strings.

3. Delete the following values (if they exist) from the HKEY_LOCAL_MACHINE\Software\Symantec key:
   
   Repair
   SourceDir
   DestDir
   Remove
   InstallDir
   
4. In certain cases, removing the HKEY_LOCAL_MACHINE\Software\Symantec key has resolved this issue. However, removing this key will disable all other Symantec products currently installed on the system. If there are no other Symantec products installed, you may remove this key safely. Otherwise, removing this key will require that all other Symantec products be reinstalled.
5. Restart the computer. An attempt to reinstall without restarting the computer will fail.

To install from the local hard drive

1. Copy the Win32 folder from Solutions CD 1 to your hard drive, from the following location:
   (drive):\CD1\ROLLOUT\AVSERVER\CLIENTS\WIN32
2. Right-click the Win32 folder, and then click Properties.
3. Uncheck Read-only in the Attributes section, and then click Apply. A "Confirm Attribute Change" box appears.
4. Click "Apply changes to this folder, subfolders and files" to remove the read-only attribute to the Win32 folder, all subfolders, and files.
5. Double-click Setup.exe in the Win32 folder to launch the client installation of Symantec AntiVirus.

You may use a registry cleaner software. This tool provides you with simple-to-use options that helps you automatically scan and repair registry errors.

Applies To

• Windows XP

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