Cannot remove KB828741

Question

Hello,   I would like to remove HotFix KB828741 so that I can install Norton AntiVirus Pro 2004 (this evidently is a known problem for Symantec and their recommened solution is the removal of this hotfix prior to installing their software).  I am using Windows XP Pro.   The problem is that there is not 'Remove' option when I highlight this HotFix in Control Panel->Add/Remove Programs.  My Dell computer is fairly new (July 27, 2004) so is that the problem? (i.e. was HotFix KB828741 bundled with the initial installation of Windows, rather than a separately installed hotfix with its own un-install option?).  When I look at my WINDOWS director, there are a vairiety of $NtUninstall files, but there is NO $NtUninstallKB828741.  Does this mean anything?   I am a bit flummoxed at this point and simply want to install Norton AntiVirus.   Any help would be appreciated.   Thanks, RonG

simpswr · Answer

That hotfix was released in April . . prior to release SP2. . if you have installed SP2, it would not be separately identifiable.  FWIW, I have installed NAV on pc's that had that update with no problems.   wrs

MyFathersSon · Answer

I do not have SP2 installed (My Computer->Properties shows "Windows XP Professional Version 2002 Service Pack 1).

When you say that you got NAV to install properly, was it NAV 2004 Professional? It seems that Symantec only has a problem with this version.

Thanks,
RonG

simpswr · Answer

Not all Windows updates can be uninstalled . . don't know about this specific one. Actually, I do not think it was the Pro version . . just NAV 2004 . . It was for a client so I cannot check, but Pro would be unlikely.

wrs

MSL · Answer

MyFathersSon,

Maybe attempt to re-install the update and then see if remove or uninstall is available.

Marc

Microsoft Security Bulletin MS04-012, under General Information,Security Update Information, Windows XP (all versions):

Removal Information

To remove this update, use the Add or Remove Programs tool in Control Panel. System administrators can also use the Spuninst.exe utility to remove this security update. The Spuninst.exe utility is located in the %Windir%\$NTUninstallKB828741$\Spuninst folder.

MSL · Answer

It wasn't to long ago I had to reinstall several updates. I found this by running QFEcheck from the command prompt. Have you checked to see if 828741 needs to be reinstalled. Marc

MyFathersSon · Answer

That is pricely the problem. As I indicated in my inital post -- the Hot Fix shows up in Control Panel->Remove Programs but here is NO remove option. Also, there is NO $NtUninstallKB828741 in the Windows folder.

Thanks,
RonG

MyFathersSon · Answer

Marc,
OK - I missed the first part of your post - sorry. Reinstalling the update on top of the original one may be an option. I had not thought about that for fear of royaling messing my system up.
Thanks
RonG

MyFathersSon · Answer

Thanks for the tip about QFEcheck. I ran this utility and it showed all installed Hot Fixes, including the pesky KB828741, as being "Current On System".

I talked to Dell Technical Support last weekend. They could not offer any solution, but promised to e-mail or call me when they thought of something (I am still waiting).

I have also e-mailed Symantec, but they have not responded yet.

Thanks,
Ron

MSL · Answer

Well there is that royal mess thing. However, since I placed a copy of $NTUninstallKB828741$, in a zipped folder (3.19mb). I could send it as an attachment should you wish to have it.

PM me with your e-mail address if interested.

Marc

MyFathersSon · Answer

Thank you, Marc.

At this point in time, I will wait to see if Dell or Symantec responds before doing any software-surgery. Although this approach may be like pushing-a-string, I may get lucky and get a workable response from one of these fine establishments.

-RonG

MSL · Answer

I fully understand, it's here if you need it. Marc

maxd · Answer

You could try this from Start/Run. Suggest setting a restore point first. C:\WINDOWS\$NtUninstallKB828741$\Spuninst.exe

MyFathersSon · Answer

Here is a final update on this issue.

To recount the problem -- Norton Antivirus 2004 Pro could not be installed on a new Dell desktop running XP. Norton gave an "encountered internal error" message along with an error number of 3009. Norton's website identified this as a known problem with the recommended fix of removing Windows hotfix KB28741. On my PC, this hotfix shows-up under add/remove programs, but there is no "Remove" button. Oddly, enough, my old laptop running XP does have a "Remove" button for this hotfix, but not my desktop machine (i.e. this is not a user-error. I know where the button should be and what it looks like).

I contacted Symantec via e-mail. They basically told me to 1) remove KB28741 (uhmm - can't do that) or 2) pay for an upgrade to 2005 Norton AntiVirus (with a convenient link to their online store).

Before taking Symantec's advice, I used System Restore to go back to the earliest time possible (to about 1 week after I received the new computer). I tried to install Norton AntiVirus 2004 Pro at that point. This also failed. But (here is the good part), all system restore points got corrupted.

I contacted Dell support about getting my system restore points back. After several disastrous overseas-support calls, I got connected to a US-based guy who clearly understood the issue, did some relevant research, and concluded that I was pretty much toast. Thus, I have had to reinstall all software since receiving the desktop.

Since I still needed virus protection, I stuck my tail between my legs and purchased NAV2005. This installed fine and has been up and running every since. It is a sad commentary that support, in general, is so lacking.

RG

Windows General

Cannot remove KB828741

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