Norton analyst corrupted my system (Long)

I was unable to complete a download of a new Norton Security Suite provided by my ISP, Comcast, as old Norton/Symantec stuff had to be removed.  Following links I ended up at Norton Help and an analyst did a remote link to "help" me finish the download.

The end result was a crashed computer that will not boot up in any mode.  I use Windows XP home editions with Service Pak 3.

I need help getting my system running again.  Below is the long and annoying transcript of my conversation with 2 (3?) Norton analysts that tried to fix the problem their colleague caused.  Many thanks to anyone willing to read the transcript and offer suggestions.

Issue: Analyst UdayKumar Kulla (?) was doing a remote install on my computer and on the last reboot my computer crashed and will not boot up.

End Session

Lino(Sun Mar 14 00:41:08 CST 2010)>

You are being transferred to Lino.

Lino(Sun Mar 14 00:41:09 CST 2010)>

Welcome to Norton Support, my name is Lino. Can I please have a minute to go through the information you have provided?

Mr. Reid McLean(Sun Mar 14 03:41:17 CDT 2010)>

 It gets to a step where it is looking for an autocheck program and then crashes with this message  "Stop! C000021a Fatal  System Error"  "Session Manager Introduction process terminated  0XC0000039" (or something like that)

Lino(Sun Mar 14 00:43:31 CST 2010)>

Hi Reid  I see that you're having problems with re booting your computer,Is that correct?

Mr. Reid McLean(Sun Mar 14 03:43:50 CDT 2010)>

Yes - I am contacting you on my other computer.

Lino(Sun Mar 14 00:44:37 CST 2010)>

Before that let me know is it a comcast product?

Mr. Reid McLean(Sun Mar 14 03:45:09 CDT 2010)>

yes I believe so. . .the new program is. . .the programs that were uninstalled were not

Lino(Sun Mar 14 00:46:58 CST 2010)>

We have a special department for Comcast products,I will transfer you to them and I am sure that they can solve this issue.

Lino(Sun Mar 14 00:47:07 CST 2010)>

Shall I transfer you to them now?

Mr. Reid McLean(Sun Mar 14 03:47:20 CDT 2010)>

Perhaps you could find my original analyst there?

Mr. Reid McLean(Sun Mar 14 03:47:26 CDT 2010)>

yes transfer me

 

Lino(Sun Mar 14 00:47:50 CST 2010)>

Thank you.

Mr. Reid McLean(Sun Mar 14 03:48:08 CDT 2010)>

ok

Abilash has entered room.

Lino(Sun Mar 14 00:48:58 CST 2010)>

Please wait, while the issue is escalated to another analyst.

Abilash(Sun Mar 14 00:49:06 CST 2010)>

Welcome to Symantec support for Norton Security Suite. My name is Abilash. Please give me a minute to go through the details you have provided?

Abilash(Sun Mar 14 00:49:45 CST 2010)>

Hi Reid, how are you doing today?

Mr. Reid McLean(Sun Mar 14 03:50:42 CDT 2010)>

not very well

Mr. Reid McLean(Sun Mar 14 03:50:50 CDT 2010)>

check 

Abilash(Sun Mar 14 00:50:55 CST 2010)>

Sorry to hear this from you. I do understand your frustration, and I apologize for the inconvenience. I would lke to assure you that you are important to us and that I am here to assist you.

Abilash(Sun Mar 14 00:51:09 CST 2010)>

Sure Reid, am here to help you.

Mr. Reid McLean(Sun Mar 14 03:51:12 CDT 2010)>

ok

Mr. Reid McLean(Sun Mar 14 03:51:25 CDT 2010)>

the situation is described above

Abilash(Sun Mar 14 00:51:53 CST 2010)>

So just to check that I'm looking into the correct thing, the problem that you've got is while downloading the Norton product you received an error message as old Symantec product detected. Is this right?

Mr. Reid McLean(Sun Mar 14 03:52:33 CDT 2010)>

yes. . .and one of your colleagues took control of my system to remove programs and add the new Security Suite

Abilash(Sun Mar 14 00:52:49 CST 2010)>

Thank you for the information. Please make a note of your case number 498321807 for your future reference. 

Mr. Reid McLean(Sun Mar 14 03:53:07 CDT 2010)>

Now my system will not complete a boot-up

Abilash(Sun Mar 14 00:53:14 CST 2010)>

So, did he complete the installation of the Norton product in your computer?

Mr. Reid McLean(Sun Mar 14 03:53:27 CDT 2010)>

I think so

Abilash(Sun Mar 14 00:53:25 CST 2010)>

Please do not close any of the windows manually while we are in chat. It may leads to disconnect our chat session.

Mr. Reid McLean(Sun Mar 14 03:53:37 CDT 2010)>

ok

Abilash(Sun Mar 14 00:53:37 CST 2010)>

In case, if we disconnected for any reason, may I have an alternate contact number other than the one provided during chat registration? Preferably a cell phone number? 

This is to ensure that we get back in touch with you, in case we face any issues with the chat portal, and are unable to reach you on the number that was entered on the chat registration page.

Abilash(Sun Mar 14 00:54:05 CST 2010)>

Thank you.

Abilash(Sun Mar 14 00:54:09 CST 2010)>

Are you chatting with me from the computer that has the issue?

Mr. Reid McLean(Sun Mar 14 03:54:27 CDT 2010)>

no, because it will not boot up

Abilash(Sun Mar 14 00:54:59 CST 2010)>

I'm sorry for the inconvenience.

Abilash(Sun Mar 14 00:55:15 CST 2010)>

Can you able to start your computer in Safe mode?

Mr. Reid McLean(Sun Mar 14 03:55:34 CDT 2010)>

remind me of the step needed to do that

Abilash(Sun Mar 14 00:56:23 CST 2010)>

Sure, are you sitting next to that computer which has the issue?

Mr. Reid McLean(Sun Mar 14 03:56:29 CDT 2010)>

no

Mr. Reid McLean(Sun Mar 14 03:56:49 CDT 2010)>

though I guess I can take my laptop over to it if I need to

Abilash(Sun Mar 14 00:57:16 CST 2010)>

Please do that.

Mr. Reid McLean(Sun Mar 14 03:57:21 CDT 2010)>

BTW - GoBack was not taken off my computer

Abilash(Sun Mar 14 00:58:11 CST 2010)>

Reid, can you please let me know what are the steps taken by my colleague so that I can assist you better to resolve from this issue.

Mr. Reid McLean(Sun Mar 14 03:58:25 CDT 2010)>

ok I am at the broken computer

Mr. Reid McLean(Sun Mar 14 03:58:53 CDT 2010)>

he took several passes and reboots to remove the old programs

Mr. Reid McLean(Sun Mar 14 03:59:07 CDT 2010)>

can you contact him?

Abilash(Sun Mar 14 00:59:51 CST 2010)>

Okay, please switch on the computer once its in processing, keep on tap the key F8 in your keyboard, then you will get the page as "Advanced Boot option."

Abilash(Sun Mar 14 01:00:04 CST 2010)>

Once you done with the above steps, please let me know.

Mr. Reid McLean(Sun Mar 14 04:00:22 CDT 2010)>

ok - when do I hit F8?

Abilash(Sun Mar 14 01:01:06 CST 2010)>

Once you switch on the computer, immediately start to tap the F8 key until you get the page as "Advanced Boot Option." 

Mr. Reid McLean(Sun Mar 14 04:01:45 CDT 2010)>

My first try has already failed (per above).  I will try again and keep tapping this time.

Abilash(Sun Mar 14 01:02:00 CST 2010)>

Okay.

Mr. Reid McLean(Sun Mar 14 04:02:15 CDT 2010)>

ok I have the advanced options menu

Abilash(Sun Mar 14 01:02:14 CST 2010)>

What do you see on that computer now?

Abilash(Sun Mar 14 01:03:13 CST 2010)>

Great! Reid, can you see the list of option as Safe mode with Networking and Last Known Good Configuration?

Mr. Reid McLean(Sun Mar 14 04:03:40 CDT 2010)>

I see both of those options

Abilash(Sun Mar 14 01:04:20 CST 2010)>

Great, please use the arrow keys and select "Safe mode with Netowking options" and press enter.

Mr. Reid McLean(Sun Mar 14 04:04:38 CDT 2010)>

done

Mr. Reid McLean(Sun Mar 14 04:04:58 CDT 2010)>

it is asking me to select my operating system

Mr. Reid McLean(Sun Mar 14 04:05:16 CDT 2010)>

There is only one operating system on the computer, and it is identified

Abilash(Sun Mar 14 01:05:32 CST 2010)>

Okay, please enter into that.

Mr. Reid McLean(Sun Mar 14 04:06:18 CDT 2010)>

and the computer has crashed with the same message as before

Abilash(Sun Mar 14 01:06:11 CST 2010)>

Now shall we go ahead with the remote connection? I can connect to your computer and work to resolve the problem from here, while you sit back and watch.

This is a secure connection, and I won't access any personal information on your computer. If at any point you are concerned, you can disconnect me by clicking on the [End] button. I'd encourage you to view the troubleshooting from your end.

If for any reason you need to leave your computer, let me know via the chat window and we'll disconnect the remote session and resume once you're back.

So, shall we go ahead with the remote connection?

Mr. Reid McLean(Sun Mar 14 04:06:39 CDT 2010)>

the computer has crashed with the same message as before

Abilash(Sun Mar 14 01:06:38 CST 2010)>

What was the message you'ce received?

Mr. Reid McLean(Sun Mar 14 04:07:40 CDT 2010)>

same as above fatal system error. . .Session Manager Initialization system process terminated unexpectedly etc . . .

Abilash(Sun Mar 14 01:07:45 CST 2010)>

Can you please let me know the message you've received?

Mr. Reid McLean(Sun Mar 14 04:07:57 CDT 2010)>

It is the exact same message

Mr. Reid McLean(Sun Mar 14 04:08:36 CDT 2010)>

STOP: c000021a {Fatal System Error}

Abilash(Sun Mar 14 01:08:34 CST 2010)>

So, now are you able to enter into the safe mode?

Abilash(Sun Mar 14 01:08:46 CST 2010)>

Can I please place you on hold for a minute?

Mr. Reid McLean(Sun Mar 14 04:09:24 CDT 2010)>

The system has been shut down

Mr. Reid McLean(Sun Mar 14 04:09:31 CDT 2010)>

Again.

Abilash(Sun Mar 14 01:09:43 CST 2010)>

Okay, please give me a minute.

Abilash(Sun Mar 14 01:10:39 CST 2010)>

Reid, in this case, I kindly suggest you to enter in the Last Known Good Configuration option in the Advanced Boot Option.

Mr. Reid McLean(Sun Mar 14 04:10:53 CDT 2010)>

ok

Abilash(Sun Mar 14 01:11:08 CST 2010)>

For this, please start your computer and immediately tap the key F8 in your keyboard.

Abilash(Sun Mar 14 01:12:14 CST 2010)>

And then select the option as "Last Known Good Configuration."

Mr. Reid McLean(Sun Mar 14 04:12:42 CDT 2010)>

I did this, but the computer has stopped the reboot and given this message " A problem has been deected and windoes has been shut down to prevent damage to your computer

Mr. Reid McLean(Sun Mar 14 04:13:05 CDT 2010)>

it suggests I run chkdsk /F though I can't imiagine how

Mr. Reid McLean(Sun Mar 14 04:13:27 CDT 2010)>

Per my earlier message. . .Go Back does show and I can hit spacebar to get to that program, if it would help

Abilash(Sun Mar 14 01:13:21 CST 2010)>

Okay, please give me another 2 minutes to research about your issue.

Abilash(Sun Mar 14 01:14:33 CST 2010)>

Please let me know the website you've downloaded the Norton product.

Mr. Reid McLean(Sun Mar 14 04:14:38 CDT 2010)>

ok i guess

Mr. Reid McLean(Sun Mar 14 04:18:27 CDT 2010)>

Initially, via some comcast link, but it was a regular norton download.  Your colleague may have downloaded as well during the remote

Abilash(Sun Mar 14 01:18:46 CST 2010)>

Okay.

Mr. Reid McLean(Sun Mar 14 04:18:56 CDT 2010)>

I did not track every step he took

Abilash(Sun Mar 14 01:20:00 CST 2010)>

So, you are not able to boot your computer either in Safe mode as well as Last Well Known Good Configuration, right?

Mr. Reid McLean(Sun Mar 14 04:20:13 CDT 2010)>

correct.  

Abilash(Sun Mar 14 01:20:21 CST 2010)>

Okay.

Abilash(Sun Mar 14 01:21:49 CST 2010)>

Does Norton product installed on your computer ?

Mr. Reid McLean(Sun Mar 14 04:22:20 CDT 2010)>

??

Mr. Reid McLean(Sun Mar 14 04:22:46 CDT 2010)>

I do not understand your question

Abilash(Sun Mar 14 01:22:50 CST 2010)>

Is there any Norton product installed on your computer ?

Mr. Reid McLean(Sun Mar 14 04:23:54 CDT 2010)>

There was, but I thought UdayKumar had eliminated the programs.  GoBack appears to still be on it

Mr. Reid McLean(Sun Mar 14 04:24:22 CDT 2010)>

Can we use GoBack during a boot attempt?  Or will that just eventually crash too?

Abilash(Sun Mar 14 01:24:25 CST 2010)>

Do you have Norton go back program installed on your computer? 

Abilash(Sun Mar 14 01:24:40 CST 2010)>

It will not crash.

Mr. Reid McLean(Sun Mar 14 04:24:59 CDT 2010)>

I think so, it shows up during the boot sequence and I think I just hit spacebar to get into it

Abilash(Sun Mar 14 01:25:11 CST 2010)>

Okay.

Mr. Reid McLean(Sun Mar 14 04:25:16 CDT 2010)>

Should I try that

Abilash(Sun Mar 14 01:25:29 CST 2010)>

Is Norton security suite installed on your computer now ?

Mr. Reid McLean(Sun Mar 14 04:25:51 CDT 2010)>

If your colleague completed his work it is.  If not, ????

Abilash(Sun Mar 14 01:26:48 CST 2010)>

Yes, the previous technician have removed Norton security suite product from your computer by using Norton removal tool.

Abilash(Sun Mar 14 01:27:30 CST 2010)>

But even though after removal of Norton product you are unable to boot your computer which means there could be some issue's with your hardware components.

Mr. Reid McLean(Sun Mar 14 04:27:47 CDT 2010)>

there was norton firewall too, and Symantec live update

Mr. Reid McLean(Sun Mar 14 04:28:07 CDT 2010)>

There were no issues until your colleague took control of the system

Mr. Reid McLean(Sun Mar 14 04:28:33 CDT 2010)>

Do we try GoBack?  Do you have a better idea?  It is 4:30am here.

Abilash(Sun Mar 14 01:28:29 CST 2010)>

If you run the Norton removal tool, it will remove all Norton products from your computer.

Abilash(Sun Mar 14 01:28:52 CST 2010)>

Okay try to boot your computer.

Mr. Reid McLean(Sun Mar 14 04:29:08 CDT 2010)>

You are not paying attention.  I did not run the removal tool.  Your colleaque did.

Abilash(Sun Mar 14 01:29:29 CST 2010)>

Okay.I can understand your concern.

Mr. Reid McLean(Sun Mar 14 04:29:36 CDT 2010)>

ok - I am at a GoBack menu

Abilash(Sun Mar 14 01:29:43 CST 2010)>

Okay.

Mr. Reid McLean(Sun Mar 14 04:29:54 CDT 2010)>

There is a Restore Drive option

Abilash(Sun Mar 14 01:29:54 CST 2010)>

Try to log into the normal mode.

Mr. Reid McLean(Sun Mar 14 04:31:31 CDT 2010)>

I tried to hit restor drive and  got a mesage that I can't restore a drive while a restore or recovery is incomplete.  It tells me to "Please reboot and allow recovery to precoeed."

Abilash(Sun Mar 14 01:31:32 CST 2010)>

Reid, I'm afraid that you've come through to Symantec's Norton Support (for our home user products), and I won't be able to help you

Abilash(Sun Mar 14 01:31:51 CST 2010)>

I would like to transfer you to the concern department to resolve this issue.

Mr. Reid McLean(Sun Mar 14 04:32:08 CDT 2010)>

What does that mean?  I did not need any help until your colleague took control of my system

Abilash(Sun Mar 14 01:32:46 CST 2010)>

Please stay online, Let me transfer you to the Norton Go back department where they can help you out to resolve this issue.

Abilash(Sun Mar 14 01:33:08 CST 2010)>

Please wait, while the issue is escalated to another analyst.

Abilash has left room.

Balaji has entered room.

Balaji(Sun Mar 14 01:35:42 CST 2010)>

Welcome to Norton Support, my name is Balaji, Can I please have a minute to go through the information you have provided?

Mr. Reid McLean(Sun Mar 14 04:36:01 CDT 2010)>

of course

Balaji(Sun Mar 14 01:40:18 CST 2010)>

Thank you for your patience, Reid 

Mr. Reid McLean(Sun Mar 14 04:40:31 CDT 2010)>

Patience is running out

Balaji(Sun Mar 14 01:40:55 CST 2010)>

I understand that, you are unable to boot the computer after last technician removed the Norton program from your computer. Am I correct ?

Mr. Reid McLean(Sun Mar 14 04:41:27 CDT 2010)>

perhaps. ..the last technician did nothing

Mr. Reid McLean(Sun Mar 14 04:41:40 CDT 2010)>

The first technician created the problem

 

Balaji(Sun Mar 14 01:41:41 CST 2010)>

Okay. Do not worry. I am here to help you.

Balaji(Sun Mar 14 01:41:42 CST 2010)>

Are you chatting with me from the computer that has the issue?

Mr. Reid McLean(Sun Mar 14 04:42:03 CDT 2010)>

no. . because it can't boot up. . .right?

Mr. Reid McLean(Sun Mar 14 04:43:05 CDT 2010)>

The only useful message I can get on my corrupted system is to run chkdsk /f.  Is there some way to get to that before the computer crashes again, when I try to boot it up?

Balaji(Sun Mar 14 01:43:25 CST 2010)>

Okay

Mr. Reid McLean(Sun Mar 14 04:44:27 CDT 2010)>

It will not boot up in safe mode or under last known good configuration. . both processes end with the same error messages 

Mr. Reid McLean(Sun Mar 14 04:44:31 CDT 2010)>

per above

Balaji(Sun Mar 14 01:45:09 CST 2010)>

Okay. Does it says any error message about Norton Go back on the  screen now ?

Mr. Reid McLean(Sun Mar 14 04:47:05 CDT 2010)>

no because I hit "continue" and it crashed to an error message.  Last line is "STOP: 0x0000007B [and then four more alphanumeric strings in parentheses)

Mr. Reid McLean(Sun Mar 14 04:48:43 CDT 2010)>

Should I try to boot in Safe Mode with Command Line?"  Safe Mode with Network did not work

Balaji(Sun Mar 14 01:49:05 CST 2010)>

Please do

Mr. Reid McLean(Sun Mar 14 04:50:56 CDT 2010)>

that does not work either. . .goes to same error message

Mr. Reid McLean(Sun Mar 14 04:51:42 CDT 2010)>

okay I am back to the Windwos Advanced Options Menu

Balaji(Sun Mar 14 01:52:27 CST 2010)>

Okay. Did you had any Go back program or System Works program on your computer before ?

Mr. Reid McLean(Sun Mar 14 04:52:46 CDT 2010)>

yes

Mr. Reid McLean(Sun Mar 14 04:53:05 CDT 2010)>

both  plus firewall and live update

Balaji(Sun Mar 14 01:53:41 CST 2010)>

Okay. Have you removed the Go back program before you tried to download the Norton Security Suite ?

Mr. Reid McLean(Sun Mar 14 04:54:06 CDT 2010)>

Your analyst colleague was doing all the removing, not me.  

Mr. Reid McLean(Sun Mar 14 04:54:16 CDT 2010)>

IT appears that he did not remove GoBack

Mr. Reid McLean(Sun Mar 14 04:54:48 CDT 2010)>

Maybe other programs are still on the system mtoo.  I don;'t know.  He did several things and multiple remote reboots

Balaji(Sun Mar 14 01:54:59 CST 2010)>

Okay. Is that a blue screen which you are getting on your computer when you tried to boot the computer ?

Mr. Reid McLean(Sun Mar 14 04:55:23 CDT 2010)>

I do end up at a blue screen with a lot of error text on it.

Mr. Reid McLean(Sun Mar 14 04:55:33 CDT 2010)>

per above

Mr. Reid McLean(Sun Mar 14 04:56:10 CDT 2010)>

I am at the black and white Windows Advanced Options Menu screen now. . .FWIW

Mr. Reid McLean(Sun Mar 14 04:57:30 CDT 2010)>

hello?

Balaji(Sun Mar 14 01:57:58 CST 2010)>

I am here and check the error messages which you gave me above,I am sorry.

Balaji has been temporarily disconnected. Please wait while the analyst attempts to reconnect.

Balaji has entered room.

Balaji(Sun Mar 14 03:01:17 CDT 2010)>

Okay. Can you please complete power off your computer first.

Balaji(Sun Mar 14 03:01:33 CDT 2010)>

Then,try to boot the computer to safe mode and let me know the status.

Mr. Reid McLean(Sun Mar 14 05:02:12 CDT 2010)>

I just did that.  I am at the Options Menu

Mr. Reid McLean(Sun Mar 14 05:02:39 CDT 2010)>

I can try to boot in Safe Mode. though I suspect we both know what the result will be

Balaji(Sun Mar 14 03:03:15 CDT 2010)>

Okay,please try to boot to safe mode with networking now

Mr. Reid McLean(Sun Mar 14 05:04:06 CDT 2010)>

yes. . .we have successfully reached the error screen once again

Balaji(Sun Mar 14 03:05:39 CDT 2010)>

Okay. Does the Go back came along with the System Works or Was it a stand alone program you had before ?

Mr. Reid McLean(Sun Mar 14 05:06:08 CDT 2010)>

It came with the original system works I believe

Balaji(Sun Mar 14 03:07:12 CDT 2010)>

Okay

Mr. Reid McLean(Sun Mar 14 05:07:59 CDT 2010)>

The problem is the Session Manager Initialization system process terminates during any boot attempt

Mr. Reid McLean(Sun Mar 14 05:08:24 CDT 2010)>

and shows a fatal system error

Mr. Reid McLean(Sun Mar 14 05:09:21 CDT 2010)>

Is there some function key or something I can do during the power up to get to a command line?  Getting to the Advanced Options screen, or a Go Back screen has not done any good to this point.

Balaji(Sun Mar 14 03:11:04 CDT 2010)>

Reid, As you know the we are having issues in booting the computer to Normal mode  as well as to the Safe mode. Atleast if we could boot the computer to safe mode,we could do something to  fix the  issue. Since it's failing on both the mode,I would really request you to contact computer manufacturer. 

Mr. Reid McLean(Sun Mar 14 05:12:00 CDT 2010)>

This has nothing to do with the computer manufacturer and everything to do with whatever your analyst colleague was doing on the remote session. I wiah you or the other analyst would have tried to locate the analyst that crashed my system to begin with.  He might know what he did, or where he was in the propcess

Mr. Reid McLean(Sun Mar 14 05:12:17 CDT 2010)>

I have had this computer for many years without any problems at all.

Balaji(Sun Mar 14 03:16:10 CDT 2010)>

I really understand your concern,but even if you do that, no can fix it since the computer is not bootable on both the mode

Balaji(Sun Mar 14 03:16:30 CDT 2010)>

So,I would really suggest you to check with your computer manufacturer once.