Error: "Scan Engine Error 0x20000046 or 0x20000058" when scanning with Norton AntiVirus Corporate Edition or Symantec AntiVirus Corporate Edition

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Article ID: 178190

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Updated On:

Products

Endpoint Protection

Issue/Introduction

When you manually scan Windows 2000 or Windows NT with Norton AntiVirus Corporate Edition (NAVCE) 7.x or Symantec AntiVirus Corporate Edition (Symantec AV), you see the error message "Could not start scan. Scan engine returned error 0x20000058."

If you stop the Norton AntiVirus Client/Server service, then the problem does not occur. On most systems, stopping and then restarting the Norton AntiVirus service after system start-up solves the problem until the next login or restart.

Cause

There is no single cause. Several reasons for inappropriate display of this error message have been identified and addressed.

Resolution

There are multiple reasons for this error message to occur. In many cases, NAVCE or Symantec AV has perceived an error condition that, in fact, either does not exist or should not affect processing.

Later builds of NAVCE and Symantec AV included corrections for many of these conditions. In most instances, upgrading will solve the problem. NAVCE 7.51 included a fix for users who continue to encounter this problem after upgrading to 7.5. See the article How to obtain an update or an upgrade for your Symantec Corporate product for instructions on receiving the latest inline release.

In other instances, this error message will indicate a genuine problem with the environment within which NAVCE is running. While not very informative, the error message seems to occur in relation to user rights and permissions under NT and domains or policy restrictions.

The first check should be to make sure that the Norton AntiVirus service is set to Local System account and "Allow service to interact with desktop."
To check the service setting

  1. Open the Services list from the Windows Control Panel. (In Windows 2000, open Control Panel, then Administrative Tools.)
  2. Right-click Norton AntiVirus service, and then click Properties.
  3. Click the Log On tab. You should have Local System account and "Allow service to Interact with desktop" selected.


If you do not have a later build of NAVCE 7.6, or if the latest build does not solve the problem, then try the following workarounds. (In the following list, you will first see the cause of the error and then the steps you should take to solve it.)

  • The name of the Administrator account has been changed: Reinstall NAVCE 7. This error can occur when the Administrative account name has been changed. The error will not disappear if you simply change the account name back to Administrator. The error will often go away when NAVCE 7 is directly reinstalled under the new Administrator account name. This solution also may solve similar errors that can occur within Windows NT 4.0.
  • The operating system was upgraded from a pre-release version of Windows 2000: The problem can be related to the following error message in the NT Event Log:

    Source: WinMgmt
    Event ID: 37
    Description: WMI ADAP was unable to load perfproc.dll performance library due to an unknown problem within the library: 0x0

    According to Microsoft Knowledge Base article Q255629, this problem is related to upgrading a pre-release version (RC2 or earlier) of Windows 2000 to the full release version. To work around this error:
    1. Click Start > Run.
    2. Type winmgmt /clearadap in the Run box, and then press Enter.
    This workaround is a temporary solution and only solves the error for the current session of Windows 2000. After you restart the computer, you must rerun this command. The only known permanent solution for this error is to reformat the Windows 2000 system's hard disk, and then reinstall the final release version of Windows 2000.
  • Sysprep.exe incorrectly sets the shell in the registry: If you are using images to distribute Windows 2000, and if you use Sysprep.exe to edit the OSs, SIDs, GUIDs, and re-enumerate the hardware, then Sysprep.exe may have set the shell incorrectly in the registry. There are two ways to solve this problem:
    • Use a recent version of Microsoft's Sysprep.exe file (generated after January 5, 2000) when imaging systems.
    • Change the Shell registry key. (If you choose to edit the registry key, then you must restart the computer afterward.)

    Note: Sysprep is not the only reason the shell will change. Any time the shell changes during or after the NAV installation process, if a restart hasn't happened, you may see this error.


    WARNING: We strongly recommend that you back up the system registry before making any changes. Incorrect changes to the registry can result in permanent data loss or damaged files. Ensure that you modify only the keys specified in the following procedure and no others. For more information about backing up the registry, see the document How to Back Up the Windows 95/98/NT Registry.

    To edit the registry
    1. Click Start > Run.
    2. In the Run dialog box, type regedit and then click OK.
    3. In the Registry Editor, navigate to the following subkey:

      HKEY_LOCAL_MACHINE\Software\Microsoft\Windows NT\CurrentVersion\WinLogon
    4. Change the Shell value from <OS drive>:\Winnt\Explorer.exe to Explorer.exe. If the Shell value does not exist, create it.
    5. Click the Registry menu, and then click Exit to save the changes and close the Registry Editor.
    6. Restart the computer.
  • Update the Symevent drivers
    1. Click the following document link for detailed instructions on how and where to update your Symevent drivers:

      How to update the Symevnt files.
    2. You must completely power down your computer, and then restart it for these changes to take effect.
  • Launch the scan from the Symantec System Center
    You may schedule the scan rather than starting a scan manually.
  • Stop and Restart the Norton AntiVirus service
    In some cases, restarting the Norton AntiVirus service can resolve this error:
    1. On Windows NT, open the Service list in the Windows Control Panel.
      On Windows 2000 or XP, open Administrative Tools from the Control Panel, and then open Services.
    2. Locate the Norton AntiVirus Client or Norton AntiVirus Server service.
    3. Stop and restart the service.



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