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Kudos0

ccSvcHst not responding on Logout/Shutdown

On logout/shutdown, I usually get a very long wait, then the error "ccSvcHst not responding." 

Pressing either Cancel or End Now, the system finally logs out.

Had this problem back in Feb/March,as documented in this old thread:

http://community.norton.com/t5/Norton-Internet-Security-Norton/ccSvcHst-error-on-shut-down/td-p/196907

My solution was to downgrade to NIS 2009.

I just upgraded back to NIS 2010, and the problem has returned. 

XP Home SP3 fully patched

NIS 17.6.0.32, add on pack 4.6.0.10

- Chris

Replies

Kudos0

Re: ccSvcHst not responding on Logout/Shutdown

On logout/shutdown, I usually get a very long wait, then the error "ccSvcHst not responding." 

Pressing either Cancel or End Now, the system finally logs out.

Had this problem back in Feb/March,as documented in this old thread:

http://community.norton.com/t5/Norton-Internet-Security-Norton/ccSvcHst-error-on-shut-down/td-p/196907

My solution was to downgrade to NIS 2009.

I just upgraded back to NIS 2010, and the problem has returned. 

XP Home SP3 fully patched

NIS 17.6.0.32, add on pack 4.6.0.10

- Chris
Kudos0

Re: ccSvcHst not responding on Logout/Shutdown

Is it possible for you to list what programs are starting when you reboot your computer. If you are uncertain then please download Autoruns from Microsoft, execute and when scan is completed switch to Logon tab. Try to identify each entry, then you will know what is being loaded and perhaps why. There may be a conflict with a start-up program. Meanwhile, I will ask for Symantec employee to drop by so you can produce a dump of your system and it can be analysed.

Kudos0

Re: ccSvcHst not responding on Logout/Shutdown

I will post a list when I can get back on the system (my kids are using it.) 

I dare say it will reveal that I have LESS startup items than most people.  After I install things like Java and Acrobat reader, I remove all their clandestine startup items like update checkers, fast starters, AIR, etc.  I also remove the quicktime update check etc.

Also of note:

  • NIS 2010 had no probs until an update was pushed in late January
  • As noted in the other thread (now closed) I did a complete NIS Removal and reinstall, as will as a search and reversal of driver updates.
  • NIS 2009 has no problems on this system

As I said, I will post a list of startup items when I can get access to the machine again.....

- Chris
Kudos0

Re: ccSvcHst not responding on Logout/Shutdown


caa100 wrote:

I will post a list when I can get back on the system (my kids are using it.) 


I can admit I am clutching at straws. The best way forward is to get a dump to Symantec. Because this arises on logout/shutdown normal dump procedures cannot be followed. However, it is possible to use a key combination. WHen Symantec makes contact they will explain further.

Adobe, quick time, java update checker etc. do not concern me. I am looking for other items like audio controllers, clocks, web cameras, kernal and hardware abstraction  layers, winfax to mention but a few. Autoruns is going to help you because it may be an idea to untick some entries in the Logon tab to see if one of these is causing the problem on closure. An alternative but I think less satisfactory way is to use msconfig .

Kudos0

Re: ccSvcHst not responding on Logout/Shutdown

Below is the list, generated using SystemExplorer (highly recommended).

I disabled everything except the four Microsoft processes.  It did not solve the problem.

WePrint

EuroSmartz Ltd

C:\Program Files\WePrint\WePrint Server.exe

CalibrationLoader 5.0 Application

LOGO Kommunikations- und Drucktechnik GmbH & Co. KG

C:\Program Files\GretagMacbeth\i1\Eye-One Match 3\CalibrationLoader\CalibrationLoader.exe

iTunesHelper

Apple Inc.

C:\PROGRAM FILES\ITUNES\ITUNESHELPER.EXE

Mouse Suite 98 Daemon

Primax Electronics Ltd.

C:\WINDOWS\system32\ICO.EXE

ProfileReminder 1.0 Application

LOGO Kommunikations- und Drucktechnik GmbH & Co. KG

C:\Program Files\GretagMacbeth\i1\Eye-One Match 3\ProfileReminder.exe

QuickTime Task

Apple Inc.

C:\PROGRAM FILES\QUICKTIME\QTTASK.EXE

RDP Clip Monitor

Microsoft Corporation

C:\WINDOWS\system32\RDPCLIP.EXE

Realtek Azalia Audio - Event Monitor

Realtek Semiconductor Corp.

C:\WINDOWS\ALCMTR.EXE

Realtek HD Audio Control Panel

Realtek Semiconductor Corp.

C:\WINDOWS\RTHDCPL.EXE

Userinit Logon Application

Microsoft Corporation

C:\WINDOWS\SYSTEM32\USERINIT.EXE

Windows Explorer

Microsoft Corporation

C:\WINDOWS\Explorer.exe

Windows Logon UI

Microsoft Corporation

C:\WINDOWS\system32\logonui.exe

- Chris
Kudos1

Re: ccSvcHst not responding on Logout/Shutdown

 You may want to make a backup of the registry branch below before altering the values

To make Windows automatically end hung processes,

Open the Registry Editor (regedit.exe) and navigate to and select this key,

 HKEY_CURRENT_USER\Control Panel\Desktop

Double-click the AutoEndTasks icon in the right panechange "Value datato 1 andpress [Enter].

Next

Double click the HungAppTimeout  icon in the same pane and edit the "Value datafield to reflect the time (in milliseconds)

you are willing to wait for an unresponsive applicationThe default setting is 5000or 5secI use 1000 (1secas the value.

 To reset the waittime for a program that is slow to shut down when Windows exits

double click the WaitToKillAppTimeout icon in the same Registry panechange the default value of 20000 (20secto the 

maximum wait time of your choice and press [Enter]I use 2000 (2secas the value.

(from Johna)

Quads

Kudos0

Re: ccSvcHst not responding on Logout/Shutdown

hi Quads, I wanted to ask (for personal use) if the above registry adjustments are made will it affect norton when running again in any way?  Im not trying to be stupid to you Im serious because sometimes I have this issue too and I have a very light start up load like three items.

Thanks.

Kudos1

Re: ccSvcHst not responding on Logout/Shutdown

It doesn't affect the running of programs, It adjusts the Windows settings for shutdown and applications zombied, during shutdown

Quads

Kudos0

Re: ccSvcHst not responding on Logout/Shutdown


artfreak wrote:

hi Quads, I wanted to ask (for personal use) if the above registry adjustments are made will it affect norton when running again in any way?  Im not trying to be stupid to you Im serious because sometimes I have this issue too and I have a very light start up load like three items.

Thanks.


To artfreak and caa100

May I suggest that you do not make any adjustments to your registry at this time.

Quads is correct in the three registry adjustments he has detailed. However, the last may be

 

"3. The operating system's many running processes (also known as "services") have their own timetable for shutting down. To designate a maximum wait time before Windows ends (or prompts you to endservices at shutdow, open the registry editor and navigate to and select HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Control. Double-click the WaitToKillServiceTimeout icon in the right pane. Adjust its "Value data" (also 20sec, by default) to the wait time of your choice and press <Enter> Note: Your new value may not stick, since some services automatically increase this number to build in more time to clean up their act. I use 2000 (2sec) as the value here.

When done with this, go back in the registry editor, highlight 'My Computer'>click Edit>Find>type waittokill>Find Next. (Make sure 'Match whole string only' is the only box unticked). Change any values that come up which are not 2000 back to 2000. Press F3 to search for the next value in the registry until finished."

to quote Johna in the full.

However, may I suggest that you do not make any adjustments at this time. The reason being as explained in this link in relation to beta products, http://community.norton.com/t5/Norton-Internet-Security-Norton/NIS-2011-Build-109-ccsvcHst-not-responding-during-computer/td-p/228990/page/4 that It is likely to solve the symptom that is reported but doesn't actually fix the underlying cause and may actually introduce future problems by not giving the Symantec processes enough time to save their data.

Kudos0

Re: ccSvcHst not responding on Logout/Shutdown

Number 3. and below is actually not needed, that is why I streamlined and only gave the first section.

It's simple to follow my instructions for people who are using 2009 / 2010 products.

It saves people " clutching at straws."

Quads

Kudos0

Re: ccSvcHst not responding on Logout/Shutdown

Thanks quads/cgoldman.  I'm aware of the AutoEndTasks workaround.  Not going to bother because since it doesn't really solve the root problem.  Its more a convenience thing, but one that I can do without.  It also could wind up masking other problems.

If/when someone from Symantec arrives with instructions for creating a dump, I will be happy to help.

- Chris
Kudos0

Re: ccSvcHst not responding on Logout/Shutdown


caa100 wrote:

Thanks quads/cgoldman.  I'm aware of the AutoEndTasks workaround.  Not going to bother because since it doesn't really solve the root problem.  Its more a convenience thing, but one that I can do without.  It also could wind up masking other problems.

If/when someone from Symantec arrives with instructions for creating a dump, I will be happy to help.


Sorry I made a mistake but hopefully it will not be long before a Symantec person turns up. Meanwhile, please examine the following

Instructions are here: http://support.microsoft.com/kb/244139 and for XP http://articles.techrepublic.com.com/5100-10878_11 -5710338.html?tag=nl.e064

Let us know if you're able to get a Complete Memory Dump Dont forget to use the Right-side (not left-side) CTRL key.

When you get the message "This program is not responding as in

then attempt the ctrl key option to create a BSOD break.

Save the information.

Kudos0

Re: ccSvcHst not responding on Logout/Shutdown

Tried to generate a BSOD using the CrashOnCtrlScroll registry entry, but it does not work on USB keyboards under XP SP3.  It appears that it is only for PS2 keyboards.

- Chris
Kudos0

Re: ccSvcHst not responding on Logout/Shutdown


caa100 wrote:

Tried to generate a BSOD using the CrashOnCtrlScroll registry entry, but it does not work on USB keyboards under XP SP3.  It appears that it is only for PS2 keyboards.


I am sorry I was not able to get it to work either with my wireless PS2 keyboard. I know some users have been successful so it was worth a try. Regretfully, thats as far as I can help. I hope someone else can give further direction or assistance.

Kudos0

Re: ccSvcHst not responding on Logout/Shutdown

I used UPHClean to resolve similar issues with XP shutdowns or log-offs.

http://www.microsoft.com/downloads/details.aspx?familyid=1b286e6d-8912-4e18-b570-42470e2f3582&displaylang=en

Under certain circumstances profanity provides relief denied even to prayer.Mark Twain
Kudos0

Re: ccSvcHst not responding on Logout/Shutdown

I have used hive cleanup on a different PC in the past. Like the registry trick earlier in this thread, it is a workaround. I am hoping to solve the problem.
- Chris
Kudos0

Re: ccSvcHst not responding on Logout/Shutdown

17.7.0.12 was pushed to the PC in question this morning. Problem remains. Going to try selectively disabling various services to see if it helps. Very annoying, may have to go back to NIS 2009 again.
- Chris
Kudos0

Re: ccSvcHst not responding on Logout/Shutdown

Hello

For those of you having this problem, please consult this article which was just released.

http://www.symantec.com/norton/support/kb/web_view.jsp?wv_type=public_web&docurl=20100212113552EN

Hope this will help those affected by this problem. Thanks

Success always occurs in private and failure in full view.
Kudos0

Re: ccSvcHst not responding on Logout/Shutdown


floplot wrote:

Hello

For those of you having this problem, please consult this article which was just released.

http://www.symantec.com/norton/support/kb/web_view.jsp?wv_type=public_web&docurl=20100212113552EN

Hope this will help those affected by this problem. Thanks


I would like to ask this question.

The article proposes a modification of Autoruntasks from its default of 0 to 1.This will have the effect of closing many unended tasks.

As I recall this procedure was proposed by me in 2008/2009 and if I recall correctly Hugh came up with two further possible amendments. In a later thread Johna summarised all the possible registry modifications.

In this thread Quads has correctly provided the user with this list and I have commented , uberrima fides, that the OP should NOT apply the amendment based on recent posting in the beta forum where I was clearly told by Symantec not to make such recommendations for beta products because " It is likely to solve the symptom that is reported but doesn't actually fix the underlying cause and may actually introduce future problems by not giving the Symantec processes enough time to save their data".

Similarly, you will appreciate that users who now make the modification proposed by ths KB will likely leave that setting in place for future upgrades to NIS but that it may also affect other non Symantec products, and cause future problems by giving those other application processes enough time to save their data.

if this kb is now the accepted solution for released NIS (i.e. NIS 2010) then it has to be contrasted with same issues arising in 2011 beta where the response from Symantec was "

"... this is already a know (sic) issue and in fact is in process of being fixed. Some internal QA testers where able to reproduce this issue."

I point this out because some users cannot determine whether they have an issue that needs a resolution or an issue which is considered  "normal" i.e. "This message does not indicate any problem with your Norton product.".

So my question is  how can the message ccSvcHst not responding on shutdown, ccsvchst not responding during computer shutdown, not be a problem with NIS 2010 but is a problem in NIS 2011?

o0o

Kudos0

Re: ccSvcHst not responding on Logout/Shutdown

Hi Caa100,

It would be great if you can get us the actual dump. I will be able to pass the dump to the concerned team. Let me know when you have this ready, I will help you to upload it.

Thanks!

Vineeth

Kudos0

Re: ccSvcHst not responding on Logout/Shutdown


Vineeth wrote:

Hi Caa100,

It would be great if you can get us the actual dump. I will be able to pass the dump to the concerned team. Let me know when you have this ready, I will help you to upload it.

Thanks!

Vineeth


The OP is unable to create the dump as I proposed because it does not work with the USB keyboard he feels.
Kudos0

Re: ccSvcHst not responding on Logout/Shutdown

Big difference on what is asked to be done or not done for beta products VS non beta products, 

Quads

Kudos0

Re: ccSvcHst not responding on Logout/Shutdown

This article poses the same workaround suggested earlier in the thread. It is a workaround only. I hope that Norton will fix this problem.
- Chris
Kudos0

Re: ccSvcHst not responding on Logout/Shutdown


Vineeth wrote:

Hi Caa100,

It would be great if you can get us the actual dump. I will be able to pass the dump to the concerned team. Let me know when you have this ready, I will help you to upload it.

Thanks!

Vineeth


Hi, Veneeth,

I was unable to create a dump because on XP, the registry entry that enables BSD on ctrl-scroll lock only works with PS/2 keyboards.

Would SymNRA be of help in this situation?

Chris

- Chris
Kudos0

Re: ccSvcHst not responding on Logout/Shutdown

I've been disabling various windows services, to see if one might be conflicgting with NIS 2010.

No Luck.

The services I have disabled include:

Apple Mobile Device Service

iPod Service

Cannon Camera Access Library

Bonjour Service

HP CUE Device Discovery Service

HP NetworkDevice Service

hpqcxs08

This is incredibly frustrating.  NIS 2009 does not have this problem. 

- Chris
Kudos0

Re: ccSvcHst not responding on Logout/Shutdown

This problem is frustrating!

I reverted back to the 2009 version, and it is gone now.  ** URGH **  I want to be on 2010, as my other computers are.

Usually when there is a bug, Symatec has it worked out within a few weeks.  Ive been experiencing this problem for MONTHS!

- Chris
Kudos1

Re: ccSvcHst not responding on Logout/Shutdown

caa100, ccSvcHst shutdown problems are very difficult to reproduce and diagnose. If you're willing to take the effort, there are a few diagnostic steps that you could take to help isolate the problem. The first of which would be, if you boot your system and instantly shut it down, before logging in, does the problem occur? If you wait five minutes without logging in and then shut down, does the problem occur? If you log in and then instantly shut down, does the problem occur? If you log in, do nothing for five minutes, and then shut down, does the problem occur? All of these questions are designed to figure out which instance of ccSvcHst is hanging and whether it is other services or start up items that may be causing the hanging. If the problem doesn't present under any of the preceding scenarios, then try to determine if opening and closing a browser or opening and closing an e-mail reader before shutting down causes the problem.

Reese AnschultzSenior Software Quality Assurance Manager, Symantec Corporation
Kudos0

Re: ccSvcHst not responding on Logout/Shutdown

Reese, thanks for responding. I can answer one of your questions straight off: it HAS occurred when a user logs in, waits a moment, then logs out without launching any programs. (It is intermittent, and sometimes this does not cause a problem.) I will reinstall NIS2010 and get answers to your other questions. Since it is intermittent, I will try each one several times with reboots in between. Thanks, I'll be back with results when I have them.
- Chris
Kudos0

Re: ccSvcHst not responding on Logout/Shutdown


reese_anschultz wrote:

cif you boot your system and instantly shut it down, before logging in, does the problem occur? If you wait five minutes without logging in and then shut down, does the problem occur? If you log in and then instantly shut down, does the problem occur? If you log in, do nothing for five minutes, and then shut down, does the problem occur?


  • Boot up, shut down immediately from Welcome screen:

5 tries, no errors

  • Boot up, wait 5 minutes without logging in, shut down from welcome screen:

5 tries no errors

  • Boot up, log in, shut down immediately:

5 tries, 1 error

  • But up, log in, wait 5 minutes, shut down

5 tries, 1 error

Also of note:

  • If I run anything after logging on, the odds of getting the error when I log out are greatly increased.
  • Fore example:  Boot log in, Launch NIS, click "help" then "version" , close NIS,  shut down: 5  tries, get the error 4 times
  • If I boot up, log in, log out immediately, log in, and log out again, I usually get the error on the second log out.
  • Whether you press "End now" or "Cancel", the result is the same -- the logout process continues
  • The error occurs on logout before the desktop display goes away.  Not until after dealing with the dialog error dialog does the sceen clear, at which point you see the usual "Closing Network Connections" then "Saving your settings" then "shutting down"

Version is 17.7.0.12 with add on pack 4.7.0.4

- Chris
Kudos0

Re: ccSvcHst not responding on Logout/Shutdown

caa100, thanks for being so diligent and trying these items out. From the symptoms, it appears that the user session instance is getting stuck. You've now mentioned that you have the add-on pack installed. I suspect that that may be the culprit. Can you uninstall it and see if the problem persists?

The fact that you can reproduce the problem four out of five times is promising, if only we could get it to 5 out 5. With the current 4 out of 5, though, we might be able to force a couple of dumps and figure out what's going on from one of them.

Reese AnschultzSenior Software Quality Assurance Manager, Symantec Corporation
Kudos0

Re: ccSvcHst not responding on Logout/Shutdown


reese_anschultz wrote:

caa100, thanks for being so diligent and trying these items out. From the symptoms, it appears that the user session instance is getting stuck. You've now mentioned that you have the add-on pack installed. I suspect that that may be the culprit. Can you uninstall it and see if the problem persists?

The fact that you can reproduce the problem four out of five times is promising, if only we could get it to 5 out 5. With the current 4 out of 5, though, we might be able to force a couple of dumps and figure out what's going on from one of them.


Yep, add on pack seems to be at the heart of the matter:

Removed the add on pack, and the problem seems to be resolved.  (Rebooted several times, logged in and out as different users, ran various applications, and did not see the problem.)

Reinstalled the add on pack, and the problem has returned.

So, how do we force a dump?

- Chris
Kudos0

Re: ccSvcHst not responding on Logout/Shutdown

We have looked at your dump and recognized a problem. I now have to pass the issue to the responsible team to get a more specific diagnosis. Thank you for your help so far!

Reese AnschultzSenior Software Quality Assurance Manager, Symantec Corporation
Kudos0

Re: ccSvcHst not responding on Logout/Shutdown

Thanks! Glad to help.
- Chris
Kudos3

Re: ccSvcHst not responding on Logout/Shutdown

FYI, the fix for this issue is currently scheduled to be included in the next release of the add-on pack. No, I can't tell you when it's expected to be released...

Reese AnschultzSenior Software Quality Assurance Manager, Symantec Corporation
Kudos0

Re: ccSvcHst not responding on Logout/Shutdown

Not sure when this got pushed out, but noticed today that my probelm machine now has add-on pack 4.7.0.10, and the probelm seems to be gone.

Kudos Kudos Kudos to Reese for taking an interest in this problem!

- Chris

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