Her Interactive Inc. Technical Support

Games » Stay Tuned for Danger

ID #1012

Norton Antivirus® related installation issues.

ISSUE:

The game 'hangs' during installation.
Game reports missing Cif/Cal Tree or other misc. files are inaccessible.
'Invalid Chunk File Format' error is displayed.
Game reports missing DDRAW.DLL.
Computer will not boot Windows after installation.

CAUSE:

Computers running Norton Antivirus® during the installation process. Windows operating systems older than XP may not boot if this application is running during the DirectX portion of setup.

RESOLUTION:

It is important to disable Norton Antivirus® before you install a game, DirectX, or update your drivers. Note: Selecting 'Disable Protection' from within this application or from the application's icon DOES NOT properly disable Norton Antivirus®. You must take the following steps to ensure Norton Antivirus® is completely disabled before continuing.

Press Control+Alt+Delete to open Task Manager. Click on the 'Processes' tab to view all processes currently running on your computer. Find any processes that start with 'nav' or are called 'Nprotect'. Highlight these one at a time and then select End Task. If a warning message is displayed, click OK and continue until all such processes are removed from the list. Some processes may not close, skip that item and continue to the next.

Once these processes are disabled, uninstall the game that is experiencing the error(s). After uninstalling, delete any remaining game folders that may still be on your computer (typically C:\Nancy Drew\ or C:\Program Files\Nancy Drew and in your Documents folder). Then reinstall the game. You may also want to reinstall the latest version of DirectX if you received the DDRAW.DLL error.

After you have completed installing the game(s), reboot your computer and Norton Antivirus® will restart.

If the DirectX portion of setup has corrupted files, your computer may not boot. This can be resolved by reinstalling DirectX from Safe Mode. This application is offered as a convenience on our game disks in the Redist folder, or you can download the latest version from Microsoft's Download Center. It is recommended that you contact a computer technician to assist you with reinstalling DirectX on a non-bootable computer.

Note: The third-party products that are discussed in this article are manufactured by companies that are independent of Her Interactive. Her Interactive makes no warranty, implied or otherwise, regarding the performance or reliability of these products.

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