Shared Tech Instructor Lab Guide

Shared Tech 2005 Lab guide

Shared Tech 2005 Lab Guide July 12, 2004 Part Number SM-040713

Copyright Notice Symantec and the Symantec logo are U.S. registered trademarks of Symantec Corporation. Other brands and products are trademarks of their respective holder/s. Copyright © 2003 Symantec Corporation. All Rights Reserved. Any technical documentation that is made available by Symantec Corporation is the copyrighted work of Symantec Corporation and is owned by Symantec Corporation. NO WARRANTY. The technical documentation is being delivered to you AS-IS, and Symantec Corporation makes no warranty as to its accuracy or use. Any use of the technical documentation or the information contained therein is at the risk of the user. Documentation may include technical or other inaccuracies or typographical errors. Symantec reserves the right to make changes without prior notice. No part of this publication may be copied without the express written permission of Symantec Corporation, 20330 Stevens Creek Blvd., Cupertino, CA 95014. Authorized Symantec courseware materials contain a yellow Symantec watermark on the front side of each page. Use of unauthorized courseware materials is strictly prohibited and should be reported to Symantec Corporation immediately.

Trademarks Symantec, the Symantec logo, Intruder Alert, NetProwler, Raptor, VelociRaptor, Symantec Desktop Firewall, Symantec Enterprise VPN, Symantec Enterprise Firewall, Symantec Ghost, Symantec pcAnywhere, RaptorMobile, NetRecon, Enterprise Security Manager, NAV, Norton AntiVirus, Symantec System Center, Symantec Web Security, Mail-Gear and I-Gear are trademarks of Symantec Corporation. Windows is a registered trademark of Microsoft Corporation. Pentium is a registered trademark of Intel Corporation. Other product names mentioned in this manual may be trademarks of their respective companies and are hereby acknowledged. Printed in the United States of America. 10987654321

ii

Shared Tech 2005

Lab

1

Activate a product Lab Overview Product activation is the process through which customers activate their Symantec products via the Internet.

Objectives: After completing the lab, you will be able to do the following: ■

Activate a Symantec product via the Internet

Instructor note: Lab 2-1 in the Norton AntiVirus Support courseware instructs the student to install Norton AntiVirus. The instructor may therefore wish to have students perform this lab immediately after that one.

Lab 1: Activate a product Product activation reduces software piracy and ensures that you have received genuine Symantec software. If you did not activate your product when first prompted, you will receive an Activation Needed alert every day until you activate the product. To activate your product 1

Double-click the product icon to open the application.

2 Activate a product Lab 1: Activate a product

2

On the product System Screen, click Activate.

3

On the Activation screen, click Next.

Activate a product Lab 1: Activate a product

4

On the Activation Successful screen, click Finish.

3

4 Activate a product Lab 1: Activate a product

Lab

2

Troubleshooting Digital Rights Management Lab Overview Some DRM issues are difficult to troubleshoot; the most that one can hope to do, in some cases, is to be able to pinpoint where the problem is occurring. However, in other cases, it is entirely possible to both troubleshoot and resolve problems related to DRM. This lab is intended to give hands-on experience in troubleshooting such licensing issues.

Objectives: After completing the lab, you will be able to do the following: ■

Analyze various licensing problem scenarios

■

Resolve various licensing errors

Lab 2-1: Scenario #1 Setting up the problem 1

Reinstall Norton AntiVirus but do not activate the product.

2

In the folder “Shared Tech Break-Fix Labs” you will find a program called “Lab 2-1.exe.” Double-click the file to run the program. This file will cause unspecified damage to the computer, which will not be visible at this time.

3

After the machine boots back up, attempt to activate the product.

4

Observation and description of the symptoms:

__________________________________________________________________

2 Troubleshooting Digital Rights Management Lab 2-2: Scenario #2

__________________________________________________________________ __________________________________________________________________

Troubleshooting the problem 1

Use this space to write down the troubleshooting steps used to resolve this issue:

__________________________________________________________________ __________________________________________________________________ __________________________________________________________________ __________________________________________________________________ __________________________________________________________________ __________________________________________________________________ __________________________________________________________________ 2

Resolve the problem. Re- start Norton AntiVirus and activate the product to test your solution.

Instructor note: The executable turns off the HKEY_LOCAL_MACHINE\ SYSTEM\Current Control Set\Services\Symantec Core LC registry key (setting it from 2 to 4). When students attempt to activate the product, they will receive an error message stating, “An internal error has occurred. You should reinstall the product to remedy the situation.” Although this will, in fact, resolve the situation, the students could more easily solve the problem by checking the Windows registry, re-enabling the affected registry key (i.e., changing the value back to 2), and re-booting the machine.

Lab 2-2: Scenario #2 Setting up the problem 1

In the folder “Shared Tech Break-Fix Labs” you will find a program called “Lab 2-2.exe.” Double-click the file to run the program. This file will cause unspecified damage to the computer, which will not be visible at this time.

2

Attempt to start Norton AntiVirus.

3

Observation and description of the symptoms:

__________________________________________________________________ __________________________________________________________________

Troubleshooting Digital Rights Management Lab 2-2: Scenario #2

__________________________________________________________________

Troubleshooting the problem 1

Use this space to write down the troubleshooting steps used to resolve this issue:

__________________________________________________________________ __________________________________________________________________ __________________________________________________________________ __________________________________________________________________ __________________________________________________________________ __________________________________________________________________ __________________________________________________________________ 2

Resolve the problem and start Norton AntiVirus to test your solution.

Instructor note: The executable renames the NAVOptRF.dll file in the C:\Program Files\Norton AntiVirus directory to NAVOptRF.abc. When the student tries to start Norton AntiVirus, it will take a long time to load and will finally produce an error reading, “Norton AntiVirus has encountered an internal program error.” If the students simply go to the Norton AntiVirus directory and check to see if the appropriate DLLs are there, they should notice that one of the file names has been tampered with. Simply changing the file name back to NAVOptRF.dll is enough to solve the problem. The students should then be successfully able to launch the product.

3

4 Troubleshooting Digital Rights Management Lab 2-2: Scenario #2

Lab

4

Troubleshooting the Common Client Lab Overview Due to the nature of the architecture, Common Client problems can appear in a many different contexts when using various Symantec products. This lab is intended to give hands-on experience in troubleshooting Common Client issues.

Objectives: After completing the lab, you will be able to do the following: ■

Analyze various Common Client problem scenarios

■

Resolve various Common Client-related errors

Lab 4-1: Scenario #1 Setting up the problem 1

In the folder “Shared Tech Break-Fix Labs” you will find a program called “Lab 4-1.exe.” Double-click the file to run the program. This file will cause unspecified damage to the computer, which will not be visible at this time.

2

After the machine boots back up, attempt to start Norton AntiVirus.

3

Observation and description of the symptoms:

__________________________________________________________________ __________________________________________________________________ __________________________________________________________________

2 Troubleshooting the Common Client Lab 4-2: Scenario #2

Troubleshooting the problem 1

Use this space to write down the troubleshooting steps used to resolve this issue:

__________________________________________________________________ __________________________________________________________________ __________________________________________________________________ __________________________________________________________________ __________________________________________________________________ __________________________________________________________________ __________________________________________________________________ 2

Resolve the problem and start Norton AntiVirus to test your solution.

Instructor note: The executable turns off the HKEY_LOCAL_MACHINE\ SYSTEM\Current Control Set\Services\ccSetMgr registry key (setting it from 2 to 4), thereby disabling the Common Client Settings Manager. Unable to access the configuration options for the Common Client component, students will receive an error message stating, “The Norton AntiVirus options are corrupt or missing.” When they click OK, they will receive another error message reading, “The Norton AntiVirus Options is not installed or failed to load.” Although the error messages will instruct the students to uninstall and reinstall the product, there is a simpler way to solve the problem. If the students check the Windows registry, they merely need to re-enable the affected registry key, changing the value back to 2, and re-boot the machine.

Lab 4-2: Scenario #2 Setting up the problem 1

In the folder “Shared Tech Break-Fix Labs” you will find a program called “Lab 4-2.exe.” Double-click the file to run the program. This file will cause unspecified damage to the computer, which will not be visible at this time.

2

What error message appears when the machine boots back up? (Note: The error you receive is not a true indicator of the problem.)

__________________________________________________________________

Troubleshooting the Common Client Lab 4-2: Scenario #2

__________________________________________________________________ __________________________________________________________________ 3

Click OK to dismiss the error message.

4

Attempt to start Norton AntiVirus.

5

Observation and description of the symptoms:

__________________________________________________________________ __________________________________________________________________ __________________________________________________________________

Troubleshooting the problem 1

Use this space to write down the troubleshooting steps used to resolve this issue:

__________________________________________________________________ __________________________________________________________________ __________________________________________________________________ __________________________________________________________________ __________________________________________________________________ __________________________________________________________________ __________________________________________________________________ 2

Resolve the problem and start Norton AntiVirus to test your solution.

Instructor note: The executable moves a version of ccScan.dll, the Common Client scanning interface, from an earlier version of the product into the C:\Program Files\Common Files\Symantec Shared directory. When the machine reboots, students will receive a message indicating that a different file, MSVCP70.dll, is missing, but this is not the real problem. Rather, the real problem is that there is a version mismatch between the Common Client files. When the student tries to start Norton AntiVirus, it will take a long time to load and will finally produce an error reading, “The Norton AntiVirus component is not installed or failed to load.” If the students could identify that ccScan.dll is the Common Client file that is out-of-date, had access to the correct version of the file, and simply moved the correct version back into the C:\Program Files\Common Files\Symantec Shared directory and re-booted the machine, that would resolve the problem. However, it is extremely unlikley that a student will be

3

4 Troubleshooting the Common Client Lab 4-2: Scenario #2

able to solve the problem that way. More likely, this scenario will have to be corrected by uninstalling and reinstalling the product.

Lab

5

Working with LiveUpdate Lab Overview LiveUpdate is the technology used to update Symantec products via the Internet.

Objectives: After completing the lab, you will be able to do the following: ■

Temporarily turn off Automatic LiveUpdate

■

Turn on LiveUpdate Express mode

■

Run LiveUpdate

2 Working with LiveUpdate Lab 5-1: Temporarily turn off Automatic LiveUpdate

Lab 5-1: Temporarily turn off Automatic LiveUpdate To turn off Automatic LiveUpdate 1

At the top of the main window, click Options.

2

Click LiveUpdate.

Working with LiveUpdate Lab 5-1: Temporarily turn off Automatic LiveUpdate

3

Uncheck Enable automatic LiveUpdate. Click OK.

4

In the pop-up window that appears, in the Select the duration drop-down list, select 1 hour. Click OK.

5

Close the Norton product.

3

4 Working with LiveUpdate Lab 5-2: Turn on LiveUpdate Express mode

Lab 5-2: Turn on LiveUpdate Express mode To turn on Express mode 1

On the Windows taskbar, click Start > Settings > Control Panel.

2

In the Control Panel window, in Classic View, double-click Symantec LiveUpdate.

3

In the LiveUpdate Configuration dialog box, on the General tab, select Express mode.

4

Check Automatically start the session when LiveUpdate is launched.

5

Check Automatically exit at the end of the session.

Working with LiveUpdate Lab 5-2: Turn on LiveUpdate Express mode

6

Uncheck Enable Enhanced Error Support.

7

Click OK.

5

6 Working with LiveUpdate Lab 5-3: Run LiveUpdate

Lab 5-3: Run LiveUpdate To obtain updates using LiveUpdate 1

Open your Norton product. Notice the attention status displayed, due to the fact that Automatic LiveUpdate has been turned off.

2

At the top of the main window, click LiveUpdate.

Working with LiveUpdate Lab 5-3: Run LiveUpdate

Because LiveUpdate is in Express mode, LiveUpdate will run with no further user interaction required.

3

If you receive a notice to restart your computer, click OK.

7

8 Working with LiveUpdate Lab 5-3: Run LiveUpdate

Lab

6

Troubleshooting LiveUpdate Lab Overview LiveUpdate depends on many factors to run successfully. A clean operating environment, operating system factors, even system file versions can lead to a failed update of the installed products. This lab is intended to give hands-on experience in troubleshooting LiveUpdate issues.

Objectives: After completing the lab, you will be able to do the following: ■

Analyze various LiveUpdate problem scenarios

■

Resolve various LiveUpdate errors

Lab 6-1: Scenario #1 Setting up the problem 1

In the folder “Shared Tech Break-Fix Labs” you will find a program called “Lab 6-1.exe.” Double-click the file to run the program. This file will cause unspecified damage to the computer, which will not be visible at this time.

2

Attempt to run LiveUpdate.

3

Observation and description of the symptoms:

__________________________________________________________________ __________________________________________________________________

2 Troubleshooting LiveUpdate Lab 6-2: Scenario #2

__________________________________________________________________

Troubleshooting the problem 1

Use this space to write down the troubleshooting steps used to resolve this issue:

__________________________________________________________________ __________________________________________________________________ __________________________________________________________________ __________________________________________________________________ __________________________________________________________________ __________________________________________________________________ __________________________________________________________________ 2

Resolve the problem and re-run LiveUpdate to test your solution.

Instructor note: The executable modifies the hosts file in C:\Windows\System32\Drivers\etc to redirect the Symantec.com domain to the Google.com domain. LiveUpdate can be redirected due to the hosts file. Windows uses the hosts file to resolve domain names to IP addresses. This file can be modified to redirect a connection to one other than what is specified in other DNS records. Because this file is evaluated first when looking up an IP address, it will override other records. Students will notice that LiveUpdate is unable to contact the server in this lab. Some ad blocking software or spyware modifies the hosts file, making it impossible to run LiveUpdate successfully. The steps for resolving the issue are simple, once the issue is diagnosed. All students must do is check the hosts file and make the necessary correction.

Lab 6-2: Scenario #2 Setting up the problem 1

In the folder “Shared Tech Break-Fix Labs” you will find a program called “Lab 6-2.exe.” Double-click the file to run the program. This file will cause unspecified damage to the computer, which will not be visible at this time.

2

Click Start > Run.

3

Type luall and click OK.

Troubleshooting LiveUpdate Lab 6-2: Scenario #2

4

Click Next and continue LiveUpdate.

5

Observation and description of the symptoms:

__________________________________________________________________ __________________________________________________________________ __________________________________________________________________

Troubleshooting the problem 1

Use this space to write down the troubleshooting steps used to resolve this issue:

__________________________________________________________________ __________________________________________________________________ __________________________________________________________________ __________________________________________________________________ __________________________________________________________________ __________________________________________________________________ __________________________________________________________________ 2

Resolve the problem and re-run LiveUpdate to test your solution.

Instructor note: The executable puts the S32LUHL1.dll fill in the C:\Program Files\Symantec\LiveUpdate directory, which causes LiveUpdate to fail to connect. Users who have Symantec AntiVirus Corporate Edition already installed on their computers may have this file in that directory. Since the corporate edition allows for redirection to a server other than Symantec’s, students will receive a connection error. The steps for resolving the issue are simple, once the issue is diagnosed. All students must do is check the C:\Program Files\Symantec\LiveUpdate directory for the S32LUHL1.dll file and remove it if necessary.

3

4 Troubleshooting LiveUpdate Lab 6-2: Scenario #2