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Troubleshooting Problems

This section contains information about various issues that have been found with the Trend Micro and Symantec antivirus products distributed by NC State University. We list solutions to many problems, and explanations for common errors. Some additional questions are answered on our Frequently Asked Questions page.  If you have a question that isn't answered on this page, please contact the NC State Help Desk for assistance.

Topic sections:

Looking for our old Troubleshooting page, which covers more specific Symantec issues?  Click here.

 

Installation issues

  • When I install Trend Micro OfficeScan, it uninstalls other antivirus and anti-spyware/malware products.  What's going on?
    This is normal behavior.  OfficeScan is both a virus and malware scanner, so you do not need other antivirus or anti-malware programs on your computer.  The OfficeScan installation program identifies programs like these that can cause problems, and uninstalls or disables them automatically.  You can reinstall most anti-spyware/malware programs if you wish, so long as you do not enable any real-time/automatic scanning options.  Programs affected by this include:
    • SpyBot - Search & Destroy (uninstalls)
    • Windows Defender (disables only)
    • Additional products may get added to this list, OIT is following up on testing several others at this time.

 

Uninstalling Trend Micro and Intego antivirus products

  • How do I uninstall Trend Micro OfficeScan from Microsoft Windows?
    See our Uninstalling Trend Micro OfficeScan from Windows page for instructions.
  • How do I uninstall Intego VirusBarrier from Mac OS X?
    See our Uninstalling Intego VirusBarrier from Mac OS X page for instructions.
  • How do I manually uninstall Trend Micro OfficeScan from Microsoft Windows?
    Trend Micro has a web page with a procedure for removing OfficeScan from your Windows computer. Due to the complex nature of manual removal procedures, this link is provided only for reference purposes. OIT does not provide support for manual removals of antivirus products.

 

Uninstalling Symantec Antivirus Products

  • How do I uninstall Symantec AntiVirus or Norton AntiVirus from Microsoft Windows?
    See our Uninstalling Symantec products from Windows page for instructions.
  • How do I uninstall Symantec AntiVirus or Norton AntiVirus from Mac OS X?
    See our Uninstalling Symantec products from Mac OS X page for instructions.
  • How do I manually uninstall Symantec AntiVirus or Norton AntiVirus?
    Symantec Corporation has a web page with an extensive list of procedures for removing many of their antivirus products from your Windows computer or Macintosh. Due to the complex nature of manual removal procedures, this link is provided only for reference purposes. OIT does not provide support for manual removals of antivirus products.

 

Uninstalling other antivirus products

 

Using Symantec Antivirus Uninstall Cleanup Utilities

  • What is the Symantec CleanWipe utility?
    CleanWipe is a Windows-only utility provided by Symantec Corporation to clean up debris left by incomplete uninstallations of corporate Symantec AntiVirus and Norton AntiVirus, such as those provided by NC State. It can also delete incomplete or failed installations of these products. It completely erases any trace of SAV or NAV from a computer.
  • What is the Norton Removal Tool?
    Norton Removal Tool is a Windows-only utility provided by Symantec Corporation to clean up debris left by incomplete uninstallations of consumer Norton antivirus products (Norton AntiVirus, Norton Internet Security, Norton 360, etc.).
  • What is the NoNav cleanup utility?
    NoNav an older removal tool formerly provided by Symantec Corporation. It is no longer being used.
  • Why does NC State recommend using a cleanup utility after uninstalling a Symantec antivirus product?
    Symantec's uninstallation programs will occasionally leave behind debris on your Windows computer, such a files and configuration information. These leftovers can cause problems when you try to install or use other Symantec products, such as the Symantec antivirus software provided by NCSU. Using a cleanup utility will help to insure that your computer will not have trouble when it's time to upgrade your antivirus protection.
  • How do I use the CleanWipe utility to clean up after uninstalling an NCSU-provided version Symantec AntiVirus?
    See our Using the Symantec CleanWipe Antivirus Removal Utility page, which provides step-by-step instructions.
  • How do I use the Norton Removal Tool utility to clean up after uninstalling a consumer version of a Norton AntiVirus product?
    See Symantec's page on how to Download and run the Norton Removal Tool.

 

Windows Specific Issues

  • How do I use Trend Micro OfficeScan for Windows?
    See our Using Trend Micro OfficeScan and Intego VirusBarrier page for instructions.
  • Do I need to reconfigure my firewall to use OfficeScan?
    Yes, if you use a third-party firewall (i.e. something besides the built-in Windows Firewall), see our page on Firewall Exceptions for Trend Micro OfficeScan.
  • When I start my computer, I sometimes get an error stating that "OfficeScan is disabled."  What's going on?
    This error can sometimes appear during startup because OfficeScan is still loading.  OfficeScan can take a few moments to be fully functional, especially on slower computers or in cases where many other programs are trying to load at startup.  If the error remains after a minute or so, there may be a problem with your copy of OfficeScan.
  • How do I tell if I am an administrator on my computer?
    Some tasks, like installing antivirus software, require that you be an administrator on your computer.  Find out how to determine if you are an administrator.
  • How do I boot my Windows computer into Safe Mode?
    Please see our page on Safe Mode, which explains this topic in more detail.

 

Mac OS X Specific Issues

  • How do I use Intego VirusBarrier for Mac OS X?
     See our Using Trend Micro OfficeScan and Intego VirusBarrier page for instructions.
  • I have OpenAFS installed on my Mac, and Intego VirusBarrier seems to be trying to scan AFS.  What's going on?
    VirusBarrier sees any mounted AFS drives as regular hard drives on your Mac, and attempts to scan them the same as any other hard drive.  If you are performing an on-demand virus scan on your computer, try selecting only your specific computer hard drives, rather than scanning everything.
  • How do I tell if I am an administrator on my computer?
    Some tasks, like installing antivirus software, require that you be an administrator on your computer.  Find out how to determine if you are an administrator.

 

Other Troubleshooting

  • I installed new antivirus software without uninstalling my previous antivirus software, and now my computer is slow or I'm seeing error messages. What can I do?
    You should use only one antivirus software product at a time. See our sections above on uninstalling Symantec products and uninstalling other antivirus products for information about removing non-Trend Micro antivirus programs from your computer.

 

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Orig. Posted: Fri, 11/21/2008 - 08:12 — helee2.ncsu.edu  Last Modified: Tue, 03/10/2009 - 07:03