COMMENT:
Although the additional RAM does make my scanner run faster it was not the cause of the scanner not being recognized. When I first got the unit back I installed the 32 bit driver, tested it and found it worked fine. Then I installed my Norton Security Suite. Everything still OK. Because I have 64 bit processor (which also works 32 bit) I thought I would install that driver instead. I uninstalled the 32 bit and then reinstalled the 64 bit driver and started getting the same old message I was getting when I first contacted you (something like can’t find OVT driver). I thought 64 bit was the problem so I tried to reinstall the 32 bit driver. Same error message repeatedly.
Long story, but after a lot of trial and error I discovered the problem is with Norton Securities Suite. The scanner will not install correctly when Norton is loaded on my computer. When I uninstall Norton and go into my program files and remove every reference to Norton I can install the scanner and it works.
Keeping Norton installed and turning off every protection feature in Norton will still not allow the scanner to install correctly. It must be totally removed. Every thing works fine if I install the scanner first and then Norton afterwards.
I never experienced this before because when I first got the scanner I had McAffee security and later got Norton after the scanner had been installed. A couple of weeks ago, when I did my system recovery I reinstalled Norton before I reinstalled the scanner, and every test I did was after Norton was installed and the scanner was never recognized.
When you sent the scanner back to me, for some reason I had not installed Norton yet and everything worked fine even after installing Norton until I tried to reinstall the driver.
This might just be a quirk in my system but I thought I would pass it on to you. I am sure you hear a lot of weird stuff and perhaps this would be helpful to some other person.
ANSWER:
Thanks very much for this information. According to what you have witnessed I believe this is more of an issue for Norton than for us- however we will also look into this further to prevent this from happening with similar customers. The Norton software is made so that it prevents things from being installed into your system that it fees are security threats. HOWEVER, Norton should allow you to install new hardware onto your computer when you give it permission to do so.
If anyone else has the same issue with Norton please let us know by filling out a Comment below.
Thanks very much!
..alex
CUSTOMER E-MAIL RESPONSE FROM NORTON COPIED BELOW:
Alex, this is long but I thought I would give you the latest on my dealings with Norton.
Norton tech yesterday took over my computer for about an hour and half and tried unsuccessfully to install OVT Driver even after he had removed Norton. He stated it must be a Spectare problem because OVT wouldn’t even install after he had totally removed Norton. I asked him not to reinstall Norton so I could check it out some more after we disconnected. I checked and found quite a few Norton and Symantech files that the analyst’s removal method did not delete. I tried deleting the file folders but would get the “read only cannot delete message”. I went into each folder and individually removed every file that could be removed. There were probably 40-50 files . After I did that, the OVT scanner installed and worked fine. That proved to me, that something in Norton blocks it, and it stays in Program files even when Norton is uninstalled or removed. I only had one problem, I had deleted so much stuff I could not reinstall Norton for some reason. I did a system restore back to a good working point for both OVT Driver and Norton.
This morning I contacted Norton again and showed them that this is a Norton issue.
The new analyst removed Norton and Symantech manually then reinstalled it using the normal installation. The OVT Scanner then installed. I have tried several times installing uninstalling and reinstalling the OVT Driver with Norton already installed and it works fine.
I am not sure what will happen if I ever have to reinstall Norton or do a system recovery in the future but it works now and here is what he did so I can do it if I ever have to.
1. Run the normal remove/uninstall Norton program.
2. Start, Run- %temp% and individually delete all files that I can delete. (some won’t
delete)
3. Start, Run- prefetch and delete everything I can.
4. Start, Run- regedit and delete all Norton and Symantech “Software” files in
HKEY_CURRENT_USER and in HKEY_LOCAL_MACHINE
In the above he didn’t delete installer.
5. Reinstall Norton.
6.OVT shoul install (I will probably install OVT prior to #5 Norton Install just because I am
gunshy).
It is cumbersome for me, but it is better that a system recovery. Neither the analyst nor I have any idea which specific file is blocking OVT Driver from installing but I have so many hours invested in this now that I am exhausted and I think I will be able to handle it in the future. If I can’t, I will call Norton and get them to install it.
I believe this is a closed issue for Norton but hopefully this is helpful to you.