Solution ID: n2002082914192548
Document URL: http://entsupport.symantec.com/docs/n2002082914192548

Error: "25002 Failed to load Navinsnt.dll" appears when installing or uninstalling Symantec AntiVirus Corporate Edition client


Symptom
Error: "25002 Failed to load Navinsnt.dll" appears when installing or uninstalling Symantec AntiVirus Corporate Edition client

You are installing or uninstalling Symantec AntiVirus Corporate Edition client. After selecting the default directory and clicking Next, you see the error message "25002 Failed to load navinsnt.dll." When you click OK, you see a message indicating that the installer is removing changes and the progress bar moves to the left.

Resolution
The following causes have been identified for this error:


Because this situation has a variety of causes, no one solution will work in every case. To resolve the problem, try each of the following solutions in the order listed. After each solution, try the installation again to determine whether the problem is resolved.

User has insufficient rights to uninstall
When uninstalling Symantec AntiVirus on Windows NT/2000/XP/2003, a user with local administrator rights should be logged on. The user should have full rights to the registry and file system. For more information, read the document Troubleshooting Symantec AntiVirus Corporate Edition installations: Checking rights and permissions.

Corrupted copy of Navinsnt.dll or Navins95.dll
On Windows NT/2000/XP computers, search for the Navinsnt.dll file, rename it, and then reinstall Symantec AntiVirus.
On Windows 98/Me computers, search for the Navins95.dll file, rename it, and then reinstall Symantec AntiVirus.

A registry value is incorrect
To change the registry key value
  1. Go to the following registry key:

    HKEY_LOCAL_MACHINE\System\CurrentControlSet\Control\FileSystem

  2. In the right pane, change the value of NtfsDisable8Dot3NameCreation from 1 to 0.
  3. Exit the Registry Editor.
  4. Restart Windows.
  5. Install Symantec AntiVirus Corporate Edition.
  6. After the installation, you can set the NtfsDisable8Dot3NameCreation value back to 1.

Incomplete or corrupted installation or upgrade of Symantec AntiVirus
Choose your operating system and proceed with the following instructions.

Windows 9x/Me/NT/2000/XP/2003
You may see this error when trying to install Symantec AntiVirus over a damaged or partial installation, or when trying to uninstall a damaged installation through Add/Remove Programs in the Control Panel. If you see this error, try the following steps to clear out the components that might be conflicting with the installer or uninstall script.

To clear out the components
  1. Clear out the Temp folder. The default locations are:
    Windows 9x/Me:
    C:\Windows\Temp

    Windows NT:
    C:\Temp
    C:\Winnt\Profiles\%$User name>\Local Settings\Temp

    Windows 2000/XP/2003:
    C:\Winnt\Temp or C:\Windows\Temp
    C:\Documents and Settings\%$User name>\Local Settings\Temp

    Note: %$User name> corresponds to the profile folder for the current user.
    WARNING: We strongly recommend that you back up the system registry before making any changes. Incorrect changes to the registry could result in permanent data loss or corrupted files. Modify only the keys specified. See the document How to back up the Windows registry before proceeding.
  2. Navigate to the following registry keys, and delete the following key and string values.
    1. On the Windows taskbar, click Start > Run.
    2. Type regedit.exe in "Open" and then click OK.
    3. Navigate to the following registry subkey:

      HKEY_LOCAL_MACHINE\SOFTWARE\INTEL\DLLUsage

    4. Right-click the DLLUsage key and click Expand. If the VP6 subkey is present, then right-click and delete it.
    5. Highlight My Computer in the left pane for each search, and click Edit in the Menu bar. Then click Find, and search for the following strings:
      VirusProtect6
      74BE21DBFDBD3D11EBAE000ACC725290
      86C46C6D5F9F3D11EBAE000ACC725290
      9526CFE08DA32DC4CB754D39A75FCCE0
      AC68B2D7D5D2E96429DE5EB626DBD1C3
      497CA84818B8A04418EA464733D75B72

    6. Delete any keys or values that you find that contain those strings.

      Notes:
      These strings are created by the installation of Norton AntiVirus Corporate Edition 7.x client, Symantec AntiVirus Corporate Edition 8.0 client, Norton AntiVirus Corporate Edition 7.x server, Symantec AntiVirus Corporate Edition 8.0 server, and Symantec AntiVirus Corporate Edition 9.0 server and client, respectively. In many cases, all five strings must be removed to allow the installation to proceed properly.
      There will normally be numerous entries. The items found may be either keys (folders), or entries (items in the right pane of the Registry Editor window). Delete any and all items found.

  3. Delete the following values (if they exist) from the HKEY_LOCAL_MACHINE\Software\Symantec key:

    Repair
    SourceDir
    DestDir
    Remove
    InstallDir
  4. In certain cases, removing the HKEY_LOCAL_MACHINE\Software\Symantec key has resolved this issue. However, removing this key will disable all other Symantec products currently installed on the system. If there are no other Symantec products installed, you may remove this key safely. Otherwise, removing this key will require that all other Symantec products be reinstalled.
  5. Restart the computer. An attempt to reinstall without restarting the computer will fail.

To install from the local hard drive
  1. Copy the Win32 folder from Solutions CD 1 to your hard drive, from the following location:

    %$drive>:\CD1\ROLLOUT\AVSERVER\CLIENTS\WIN32

  2. Right-click the Win32 folder, and then click Properties.
  3. Uncheck Read-only in the Attributes section, and then click Apply. A "Confirm Attribute Change" box appears.
  4. Click "Apply changes to this folder, subfolders and files" to remove the read-only attribute to the Win32 folder, all subfolders, and files.
  5. Double-click Setup.exe in the Win32 folder to launch the client installation of Symantec AntiVirus.




Solution ID: n2002082914192548
Last Modified: 3/17/07
Topics Applied: AntiVirus Corporate Edition 8.0,AntiVirus Corporate Edition 9.0,AntiVirus Corporate Edition
Languages: BR-Portugeuse, Japanese, Korean, Simplified Chinese, Traditional Chinese


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