© 2011 Class Super Pty Ltd. ABN 46 121 158 503. AFSL 313512. Level 1, 219 Castlereagh Street, Sydney, NSW 2000.

WHAT TO DO IF NORTON DELETES YOUR

CLASS SUPER INSTALL!

1.0 Background

Some versions of Norton Antivirus and related Symantec products use a new “Symantec Online

Network for Advanced Response (SONAR)” feature. The “Sonar” feature has been found to

erroneously remove the Class Super installation in some circumstances. When you click on Class Super

to launch the application, you may experience the following error message:

If you click on Details, there is a section under Error Summary stating the following:

ERROR SUMMARY

Below is a summary of the errors, details of these errors are listed later in the log.

* Activation of https://services.classsuper.com.au/download/SuperIP.UI.Shell.application resulted in

exception. Following failure messages were detected:

+ Activation failed.

+ The system cannot find the file specified.

(Exception from HRESULT: 0x80070002)

If you experience this problem you can restore Class Super using the following steps.

If you use Norton 360, please refer to the Section 2.0 for more details.

If you use Symantec Endpoint Protection, please refer to the Section 3.0 for more details.

Should you experience similar issues with other Antivirus programs or related software suites please

contact the Class Super Help Desk for further assistance.

© 2011 Class Super Pty Ltd. ABN 46 121 158 503. AFSL 313512. Level 1, 219 Castlereagh Street, Sydney, NSW 2000.

2.0 Steps Required for Symantec Norton 360

1. Click on Norton 360 icon, to launch Norton 360:

2. Click on PC Security icon, to launch PC Security details:

© 2011 Class Super Pty Ltd. ABN 46 121 158 503. AFSL 313512. Level 1, 219 Castlereagh Street, Sydney, NSW 2000.

3. Click on Virus and Spyware Scan > Details, to launch Security History:

Type SUPERIP in Quick Search area, click on Go

4. Once you located the Security History for superip.ui.shell.exe file, you can view it in more details:

© 2011 Class Super Pty Ltd. ABN 46 121 158 503. AFSL 313512. Level 1, 219 Castlereagh Street, Sydney, NSW 2000.

5. You can click on Options to give you the ability to Restore this file.

6. A warning message may display once you click on Restore:

Make sure Exclude this risk from future scans is selected.

© 2011 Class Super Pty Ltd. ABN 46 121 158 503. AFSL 313512. Level 1, 219 Castlereagh Street, Sydney, NSW 2000.

7. Click on Yes will Restore superip.ui.shell.exe file successfully:

Click on Close to exit Norton 360, then you can click on Class Super shortcut to launch Class Super.

© 2011 Class Super Pty Ltd. ABN 46 121 158 503. AFSL 313512. Level 1, 219 Castlereagh Street, Sydney, NSW 2000.

3.0 Steps Required for Symantec Endpoint Protection

1. Click on Symantec Endpoint Protection to launch it:

2. Click on View Quarantine to see listed of quarantined, backed up or repaired files:

© 2011 Class Super Pty Ltd. ABN 46 121 158 503. AFSL 313512. Level 1, 219 Castlereagh Street, Sydney, NSW 2000.

3. Highlight superip.ui.shell.exe file and click on Restore, a question message may appear like the

following:

4. Click on Yes to Confirm Restore, a Warning message may appear like the following:

5. Click on Yes to create an Exclusion for the samples being restored, and superip.ui.shell.exe file will

be restored successfully.

Click � to exit Symantec Endpoint Protection, then you can click on Class Super shortcut to launch

Class Super.