Subject
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Technical Support
 
 
Discussion Thread
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Response (Hemananda Kumar) - 12/23/2007 11:24 PM
Greetings Ron,
 
Welcome back to Symantec Online Technical Support.
 
Ron, yes, you may also perform the steps given in my previous mail by booting your computer from the Windows 98 cd or if you have Windows XP installation cd then, I suggest you to boot the computer into Windows Recovery Console from the XP installation CD. If you do not have a Windows XP installation CD, please use the link below to download the ISO image of Windows XP Recovery Console:
 
http://www.thecomputerparamedic.com/files/rc.iso
 
Burn this ISO file using the Burn Image option in your CD Burning software.
 
--Boot the computer into Windows Recovery Console. Enter your Administrator password and login into Windows.
--On Command Prompt, type the following
 
FIXMBR
--Press Enter.
--Remove the CD and restart the computer.
 
This will clear the MBR entries and write a new MBR to hard drive. Now I suggest you to follow remaining steps given in my previous mail and check for the issue.
 
Please get in touch with us, if you need further assistance.
 
Regards,
 
Hemananda Kumar
Symantec Technical Support
 
Disclaimer Note:
 
This message (including any attachments) is intended only for the use of the individual to which it is addressed. If you are not the intended recipient, please do not follow any instructions provided within this message. Any instructions or offers contained within this message are for a specific person, system configuration, location, and situation. Following these instructions may adversely affect your system if you are not the intended recipient.
 
If you have received this communication in error, please notify us immediately by telephone and (i) destroy this message if a facsimile or (ii) delete this message immediately if this is an electronic communication. You are hereby notified that any use, dissemination, distribution, or copying of this communication is strictly prohibited.
 
Thank you.
 
Customer (Ron Young) - 12/23/2007 09:44 PM
This problem is on an XP machine while booting up. Per your help, do I still boot up from a Windows 98 CD??? There is no floppy. Thanks.
 
In a message dated 12/23/2007 10:10:36 P.M. Central Standard Time, techsupport@symantec.iseva.net writes:
 
 
     Subject
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     Technical Support
 
 
     Discussion Thread
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     Response (Hemananda Kumar) - 12/23/2007 08:10 PM
     Hello Ron,
 
     Welcome back to Symantec Online Technical Support.
 
 We apologize if you did not receive a response to your last message. We have not had any email's un-responded to, as we respond the same business day, but perhaps a response did not properly transmit. Hence, I am posting the mail once again.
 
     I understand from your message that you receive "can't find Btmagic.img" message during your computer boot.
 
 Ron, this issue can occur if BootMagic is no longer installed on the system or if the partition in which Boot Magic program is installed is hidden, but the flag in the master boot record still exists and due to remnants of Boot magic still present on your computer. Having examined your issue, I recommend that you completely remove Boot Magic and then reinstall it. To remove and then reinstall it. If there is no disk compression, no Direct Drive Overlay (DDO), and no virus in the master boot record on
     your hard drive, perform the following:
 
     1.  Boot up with a Windows 98 boot diskette.
     2.  Make sure that you have a current backup of the data on your drive, and then run FDISK /MBR at the A:\ prompt.
     3.  Press Enter. This removes the flag from the master boot record.
 
     If the preceding solution does not solve the issue, perform the following:
 
     1.  Boot up with the BootMagic Rescue diskette. 
     2.  At the A:\ prompt, type: wrprog /rst mbr.dat
     3.  Press Enter.
 
     The master boot record will then be returned to the way it was before BootMagic was installed.
 
     And the above step will ensure that you do not receive the error " Error finding BTMagic.img"
 
     Now to remove BootMagic from the within windows please follow the steps given below :
 
 [1] To remove all BootMagic-related items from your system, including all items related to the product GUID for BootMagic. The product GUID for BootMagic is -{B838AD63-FD0C-482C-B124-7116748BAC45}.
 
 1. From the operating system where BootMagic is installed, go to C:\Program Files\InstallShield Installation Information and remove the directory {B838AD63-FD0C-482C-B124-7116748BAC45}.
2. Go to the Temp directory (for example, C:\Documents and Settings\ username used to install BootMagic > \Local Settings\Temp as you are using Windows XP) and remove the directory {B838AD63-FD0C-482C-B124-7116748BAC45}.
     3. Remove the directory where BootMagic was installed (i.e., C:\Btmagic.pq).
 
 CAUTION: We strongly recommend that you back up the registry before you make any changes to it. Incorrect changes to the registry can result in permanent data loss or corrupted files. Modify only the keys that are specified. Please see the document linked below for details on making a backup of your registry:
 
     Title: 'Backing up the Windows registry'
     Document ID: 199762382617
     > Web URL:
     http://service1.symantec.com/support...d/199762382617
 
 4. Click Start>Run>Regedit, start by highlighting My Computer, do a global search for the product GUID {B838AD63-FD0C-482C-B124-7116748BAC45}, and remove all matching key entries. Also check in the Windows/Installer for another GUID. Boot Magic should now be completely removed from your system.
 
 [2] Now clean boot your computer. A clean boot is a restart of Windows with no applications running and as few extra drivers loading as possible. To perform a clean boot of Windows XP, refer to the following document from our Online Knowledge Base that has instructions you need to follow:
 
     Title: 'Configuring Windows XP to clean boot'
     Document ID: 2001053014402339
     > Web URL:
     http://service1.symantec.com/SUPPORT...01053014402339
 
     [3] Now install Boot Magic from the CD by following the steps from the document provided below:
 
     Title: 'How to install BootMagic'
     Document ID: 2004113009032262
     > Web URL:
     http://service1.symantec.com/support...04113009032262
 
     Note: Boot Magic should be installed in the first partition of your hard drive and it should not be hidden.
 
     Please let me know when the issue is resolved.
 
     Regards,
 
     Hemananda Kumar
     Symantec Technical Support
 
     Disclaimer Note:
 
 This message (including any attachments) is intended only for the use of the individual to which it is addressed. If you are not the intended recipient, please do not follow any instructions provided within this message. Any instructions or offers contained within this message are for a specific person, system configuration, location, and situation. Following these instructions may adversely affect your system if you are not the intended recipient.
 
 If you have received this communication in error, please notify us immediately by telephone and (i) destroy this message if a facsimile or (ii) delete this message immediately if this is an electronic communication. You are hereby notified that any use, dissemination, distribution, or copying of this communication is strictly prohibited.
 
     Thank you.
 
     Customer (Ron Young) - 12/22/2007 08:14 AM
     I have NOT received ANY help or contact!
      
     In a message dated 12/22/2007 6:22:50 A.M. Central Standard Time, techsupport@symantec.iseva.net writes:
 
          Response
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          Greetings Ron,
 
 You had recently contacted us for assistance regarding your Norton/Symantec product. This e-mail is a follow-up to the solution we had provided. Please let us know if this issue has been resolved to your satisfaction.
 
          If the problem still persists, we are always here to assist you.
 
          Thanks and regards,
          Symantec Customer Service