Windows 10 Remediation 1

Upgrading to Windows 10 with Norton Installed

OEM Team

Preview

Windows 10 Remediation 2

• Microsoft will be releasing the Windows 10 OS this summer.• One of the features is to upgrade existing Windows 7 and Windows

8/8.1 users via Windows Update for free.• During the upgrade process, non supported versions of NAV, NIS, N360

and NS will be removed from the OS. All product versions prior to 22.5 are not supported by Windows 10 and will be removed from the system during the upgrade.

• Microsoft has defined a mechanism, Remediation, that will allow for incompatible software that is removed during the upgrade process to be installed after the upgrade on Windows 10 with a compatible version.

• We are using the Remediation process to preserve active users product information and license data during the upgrade. This will allow us to download and install the compatible version of the product that existed before the upgrade and maintain all the licensing information.

Remediation Overview

Windows 10 Remediation 3

• Remediation will be downloaded via a Live Update patch to all active users with incompatible versions of NAV/NIS/N360/NS.

• The first phase will only target the latest revision of the incompatible product version. For 20.x it will be 20.6, for 21.x it will be 21.7 and for 22.x it will be 22.2.

• Subsequent phases of remediation will target all revisions of the 20.x, 21.x and pre-22.2 products and subsequently 18.x and 19.x products.

• Remediation patch will not be downloaded if you already have a Windows 10 supported version of the product or if your OS is Windows 10.

Remediation Flow

Windows 10 Remediation 4

• Patch comes down via LiveUpdate as NIS Product Update

Remediation Flow

Windows 10 Remediation 5

• Apply patch via rebootless patching or machine reboot

Remediation Flow

Windows 10 Remediation 6

• Remediation patch creates the following folder location

C:\Program Files\Common Files\AV\Norton Internet Security

With two files: Upgrade.exe and userdata.cab. Verify that the directory and the files are created before proceeding with Windows 10 upgrade.

Note: Folder name under …\Common Files\AV will always reflect the name of the product installed on the system

Remediation Flow

Windows 10 Remediation 7

Remediation Flow

Windows 10 Remediation 7

• As of Windows 10 pre-release 10130, Norton products are not being removed during upgrade. Microsoft has provided us with a file, “appraiser.sdb”, that needs to be replaced with the existing one in the Windows 10 install.

• Copy the Windows 10 build to the machine and replace the appraiser.sdb located in the ‘sources’ directory of the Windows 10 install with the one provided.

Windows 10 Remediation 8

Remediation Flow

Windows 10 Remediation 8Windows 10 Remediation 8

• Start the Windows 10 upgrade by clicking on setup.exe.

• When dialog prompting to ‘Get important updates’ appears, select “No thanks” and press next. Selecting the ‘Download and install updates (recommended)’ option will overwrite the appraiser.sdb file that was replaced.

Windows 10 Remediation 9

Remediation Flow

Windows 10 Remediation 9Windows 10 Remediation 9

• Once the upgrade to Windows 10 is completed, the OS will only call remediation file (Upgrade.exe) after approximately 3 hours. To bypass the 3 hour window the following needs to be done:

1) Stop the WSC service by opening a Command Prompt window with Admin privileges by right clicking on the Windows Start button and selecting Command Prompt (Admin)

Remediation Flow

Windows 10 Remediation 10

2) Type in “net stop wscsvc” and press enter

3) Wait until service is stopped.

Remediation Flow

Windows 10 Remediation 11

4) Forward the system clock by around 2 hours and 58 minutes

5) Open Task Manager and in the Processes tab right click on the Windows Explorer process and select ‘Restart’ from the menu

Remediation Flow

Windows 10 Remediation 12

6) Return to the Command Prompt window from step 3 and type in “net start wscsvc”

Remediation Flow7) Wait for 2-10 minutes for the following Windows toaster to appear from the bottom right of the screen. Click on it to launch the install.

Note: It is advised to turn up the system volume as when the toaster appears a sound will be made. Sometimes it is easy to miss the toaster because it can appear for a very short time (5-10sec).End to End flow 1

3

Remediation Flow

Windows 10 Remediation 14

8) If toaster is missed a notification will be placed in the Notification area. Notifications can be viewed by clicking on the notification icon on the taskbar. Clicking on the notification will have the same behavior as clicking on the toaster.

Note: A) One can have the toaster reappear by rebooting the machine and waiting 4+ minutes. B) Currently the option to launch the install via the notification area doesn’t work and if it is clicked on toasters will not appear after reboot.

Remediation Flow

Windows 10 Remediation 15

Clicking on the toaster will launch the following UI

Remediation Flow

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• Clicking ‘Next’ will start download manager and proceed to download and install the 22.5 product.

• Clicking on remind me later will close the UI and UI will appear upon reboot.