Endpoint Protection Small Business Edition

So I really dont know what I did except it was wrong.  I finally was able to install my Endpoint protection on my Windows 7 machine (32 bit and a 64 bit).  It seemed to be working fine but then told me it had a drivers error -- incompatible I believe.  This is on the 32 bit.  So I blindly clicked the let the computer figure out the problem and yes install the new upgrade and all seemed to be going as it should but then a bsod appeared and now I am unable to access my computer except in safe mode which does not allow me to uninstall End point.  I did not uninstall the version 11 before installing the version 12.  Big mistake I am finding out.

The bsod goes to fast on my screen so I am unable to read it all.  But I have been able to get this much driver_irql_not_less_or_equal   This is the error code I think.  But that has such a wide fix I have no idea where to start. 

I am also able to get this much from my minidump info.  c:\windows\minidump\ this number sequence seems to change each time.  So probably not useful.  But this part might be c:\users\jennifer\AppData\Local\Temp\Wer-42525-0.sysdata.xml

Local ID: 1033

I need help.  What can I do with this to fix it back to how it was without wiping the whole thing?

I recommend opening a case with support. They can provide you the Cleanwipe tool for the complete removal of all the SEP installs on this system.  Once all remnants of SEP are removed then reinstall the SEP 12 client.

Moving this thread to the Endpoint Protection forum.

Online Portal - https://mysupport.symantec.com/

Phone - http://www.symantec.com/business/support/contact_techsupp_static.jsp

Make sure you are installing SEP12 RU1 12.0.1001.xx

At this point I am not able to access my computer at all.  I can only enter it in safe mode which does not permit access to the internet or my internal network.  I am unable to even open a case with symantec because that page returns an error with the program????  I do not have the time to navigate the phone tree required to access a real human at symantec nor do I have the time to wait on hold for someone who is just going to read from a cue card.  I need real help.  Short of wiping my system and starting over again I have not found anything that works.  And let me say once my contract is up with symantec next year I will switch to a different virus protection software for my company.  We might be small but in this economy my dollars should speak for something.

I feel your frustration. For a BSOD issue, we really need to get the full memory dump to find the root cause of your issue. We have experts in support that can analyze your memory dump, but we need you to open a case to get that going. Use the system that you are using to respond to this thread to open a web case ASAP.

The Online Portal pages loads fine for me.

If your system is not loading the Symantec page, I suspect you might be infected.

Cycletech, the portal page opens fine however when I enter my support id and click "verify contact"  the following message appears

"The MySupport application has encountered a program error. You can either try again or contact  Symantec Technical Services

Thank you for your patience."

My patience is run very thin.  I really need this problem fixed.  You can have access to as much of my memory dump as you wish, however, I am not sure how you would ever access that computer.  Perhaps you can remote in with no internet access on that computer since that is not available in safe mode and that is the only place I can access any information without being sent to bsod.

I do not understand how to use this forum to open a web case.  Understand here that I know just enough about computers to be dangerous.  I do my best however without full computer programmer/technician/geek knowledge I have no idea how anyone operates virus software. 

I understand how important it is for this issue to be resolved, that is why I am asking you to call into support. The forum is really not the best place to deal with a BSOD issue. A support person is better equiped to deal with troubleshooting your BSOD. Once you open a support ticket, please put your case number here in the thread so that I can monitor the progress of your issue..

Best,

Thomas

This is exactly why I wanted to open a support ticket online.  I am now 25 minutes into my call to the technical support department and I have not spoken to anyone who can help with the problem.  I have meetings piling up, things that need to get done and I am stuck to the phone.  At least I have a ticket number 413645364

I am thinking of just hanging up and hoping for the best. 

From the case info it looks like you are indeed running an incompatible version. Like Vikram stated above only RU 1 works with Windows 7. Ask the support rep to supply you the Cleanwipe tool to get the wrong version off cleanly and then start fresh with SEP 12 RU1

Sure I would ask someone if anyone ever came on the line.  Still waiting . . . .

Did you receive an email from support? Please let us know if the Cleanwipe tool was successful, and keep us posted on this issue.

Thanks,

Thomas

I can now access my computer with no bsod.  Still need to update the wireless card drivers but it appears that all is fixed for now. 

Great, please keep us informed on your SEP 12 reinstall. If you have any new issues or questions please post back here or start a new thread in the forum.

Best regards,

Thomas

I was finally able to get my wireless drivers reinstalled and downloaded the SEP 12 reinstalled however all my definition files for the software are showing 2009 though they claim to be up today.  Live updates express is hanging after downloading 2of2 of the virus and spyware definitions files.  Then it times out with an error message of LU1895(2)?  Dont remember which?  So now what?  I am sure the exact error message is needed but thought I would put this out there right now.

Error message is LU1835

See this KB for a possible solution - http://www.symantec.com/business/support/index?page=content&id=TECH101807&actp=search&viewlocale=en_US&searchid=1295884187992