Question/Issue:
When you start Symantec AntiVirus Corporate Edition 9.x, you see the message "Symantec AntiVirus Auto-Protect failed to load."


Solution:
This problem has been reported to Symantec Technical Support. At this time, we do not know the exact cause or contributing factors to this problem. We will update this document when new information or a solution is available.

To fix this problem, try each of the steps in the sections below.

Remove components of retail Symantec antivirus programs
If Norton Internet Security, Norton SystemWorks, or a retail version of Norton AntiVirus was installed on the computer, read the document How to solve problems when installing Symantec AntiVirus Corporate Edition over a retail or consumer version.

Update Symevent
Install the latest Symevent drivers from the Symantec Web site, then restart the computer.
To install the latest Symevent drivers, read the document Updating the Symevent files.

Verify that SAVRT and SAVRTPEL function correctly
If updating Symevent does not fix the problem, there may be a problem with the Symantec device drivers. Check to ensure that the driver files are called correctly from the registry, that they are in the correct location on the hard drive, and that they are enabled.

To verify the SAVRT and SAVRTPEL registry and file locations

1. In the Windows registry, check HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Services\ to make sure that the following keys exist:
   
   SAVRT
   SAVRTPEL
   
   If the keys do not exist, reinstall Symantec AntiVirus.
2. In the SAVRT and SAVRTPEL keys, make sure that the ImagePath value has the correct data:
   
   HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Services\SAVRT:
   "\??\C:\Program Files\Symantec Client Security\Symantec AntiVirus\savrt.sys"
   
   HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Services\SAVRTPEL:
   "\??\C:\Program Files\Symantec Client Security\Symantec AntiVirus\Savrtpel.sys"
   
   If the \??\ does not appear at the beginning of the ImagePath value, add it.
3. Check the paths listed in the ImagePath values to make sure that SAVRT.sys and SAVRTPEL.sys exist. If they are in a different location than the ImagePath values indicate, change the ImagePath values to match the actual location.

1. In Windows 2000 /XP/2003, in the Control Panel, double-click System.
2. On the Hardware tab, click Device Manager.
3. On the View menu, click Show hidden devices.
4. Expand Non-Plug and Play Drivers.
5. Right-click SAVRT and click Properties.
6. Make sure that Device Usage is set to Use this device (enable).
7. Click OK.
8. Repeat steps 5-7 for SAVRTPEL.

Document ID: 2004041306575548
Last Modified: 09/20/2005
Date Created: 04/13/2004
Operating System(s): Windows NT 4.0 SP6a, Windows 2000 Professional, Windows 2000 Server, Windows XP Home, Windows XP Professional Edition, Windows Server 2003 32-bit Edition
Product(s): Symantec AntiVirus Corporate Edition 9.0
Release(s): SAV 9.0