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Error: "Install 2002 Error: 1402 Could not open key: Software\Microsoft\Windows\CurrentVersion\SharedDLLs. Verify that you have sufficient access to that key or contact your support personnel"
during the installation of Norton AntiVirus
Situation:
When you attempt to install Norton AntiVirus 2002 (NAV), you see the following error message, and the installation will not continue:
"Install 2002 Error: 1402 Could not open key: Software\Microsoft\Windows\CurrentVersion\SharedDLLs. Verify that you have sufficient access to that key or contact your support personnel."
Solution:
In
some reported cases, this behavior has been caused by a virus, Trojan, or worm infection. Follow the instructions in the document How to remove a virus from your computer when Norton AntiVirus is not yet installed to
insure that the computer is not infected.
If the computer is not infected and you are running Windows XP, then this error most often occurs because access permissions are not set correctly in the registry. This
is frequently caused by upgrading the computer to Windows XP without first uninstalling NAV, though the problem can also occur when installing NAV on a computer that has Windows XP Home installed. Also, in some cases
this error can be corrected by creating a password on the Administrator account.
Follow the steps in the sections below in the order listed to fix the problem.
To set the permissions correctly:
1. Use the Registry Editor to open the permissions dialog box for the Symantec registry key:
a. Click Start, and then click Run.
b. In the Run dialog box, type regedit and then click OK. The Registry Editor appears.
CAUTION: We strongly recommend that you back up the registry before making any changes to it. Incorrect changes to the
registry can result in permanent data loss or corrupted files. Modify only the keys that are specified. See the document How to back up the Windows registry for instructions.
c. Navigate to the following key:
HKEY_LOCAL_MACHINE\SOFTWARE\Symantec
d. Right-click the key, and then click Permissions. The "Permissions for Symantec" dialog window appears.
2. Set the permissions:
For Windows XP Professional:
a. Choose the Administrators account. This step displays the "Permissions for Administrators" dialog box.
b. Confirm that the Full Control box is checked in the Allow column.
For Windows XP Home and XP Professional:
a. Choose the SYSTEM account. This step displays the "Permissions for SYSTEM" dialog box.
b. Confirm that the Full Control box is checked in the Allow column.
c. Choose the CREATOR OWNER account. This step displays the "Permissions for CREATOR OWNER" dialog box.
d. Confirm that the Full Control box is checked in the Allow column.
3. Configure advanced options:
a. Click the Advanced button, and then click the Permissions tab.
b. Confirm that the Administrators, CREATOR
OWNER, and SYSTEM accounts have their permissions set to Full Control in the "Permissions entries" box.
c. Confirm that the option "Inherit from parent the permission entries that apply to child
objects. Include these with entries explicitly defined here" is checked.
d. Check the option "Replace permission entries on all child objects with entries shown here that apply to child objects."
4. Click Apply.
5. Click OK, click OK again, and then close the Registry Editor.
6. Reinstall NSW.
If these steps do not fix the problem, then go on to the next section.
To create a password for the Administrator account:
1. Restart the computer in Safe mode and create a password for your Administrator account.
A. Restart your computer in Safe mode:
1. Click Start, and then click Shut Down.
2. Click Turn Off Computer. In the drop-down menu, click Restart.
3. As the computer restarts, press F8.
4. Choose Safe mode, and then press Enter.
5. When the Windows Welcome screen appears, log on as Administrator.
B. Click Start, and then click Control Panel.
C. Click User Accounts, and then click Change an Account.
D. Click the Administrator account under the Pick an account to change section.
E. Click Create a password.
F. Follow the steps to add a password. Click OK.
2. Restart the computer, and then log on as Administrator.
3. Reinstall NSW.
Additional Information:
This problem may also occur as a result of incorrect, invalid, or corrupt entries in the registry,
possibly due to left-over registry entries from previous installations of NAV. For more information, see the information at the following Microsoft Web page: http://support.microsoft.com/default.aspx?scid=KB;EN-US;Q303089&ID=KB;EN-US;Q303089
Symantec/Norton SystemWorks cleanup utility (SymClean) for uninstalling if it doesn't show in Add/Remove Programs:
http://service1.symantec.com/SUPPORT/nsw.nsf/docid/2001101612274407 |
