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Kudos0

Norton 360 v:1.3.1.6 and NavEx15.Sys problem

Norton 360 v:1.3.1.6 and NavEx15.Sys problem

I have a Dell Inspiron 5100 laptop with Windows XP home edition.
I have been using Norton 360 v:1.3.1.6 on three computers in my
house and like it very much.
My laptop however has been crashing,
shutting itself down and leaving me with the blue info screen that I
cannot take a screen shot of. It indicated that there was a problem
with a driver. The page that the error report took me to said the
same.

I ran Dell's Crash analysis tool which indicated the problem is
with NavEx15.Sys . When I contacted Symantec tech support I was
given the solution to upgrade to Norton 360 v2.
I used v2 on my desktop and had nothing but problems with it sowhen the techs were
of no help what so ever reinstalled v:1.3.1.6. I do not want to do
a repeat of my prior problems with v2 with this laptop.

I attempted to download the Norton Auto fix tool which I had hoped would help,
but it will not download for some reason and the "more info" link on the download page is broken!

Is there anyone out there that has had this problem with NavEx15.Sys
and also with downloading the autofix tool?

I sure could use the help.




Replies

Kudos0

Re: Norton 360 v:1.3.1.6 and NavEx15.Sys problem

Norton 360 v:1.3.1.6 and NavEx15.Sys problem

I have a Dell Inspiron 5100 laptop with Windows XP home edition.
I have been using Norton 360 v:1.3.1.6 on three computers in my
house and like it very much.
My laptop however has been crashing,
shutting itself down and leaving me with the blue info screen that I
cannot take a screen shot of. It indicated that there was a problem
with a driver. The page that the error report took me to said the
same.

I ran Dell's Crash analysis tool which indicated the problem is
with NavEx15.Sys . When I contacted Symantec tech support I was
given the solution to upgrade to Norton 360 v2.
I used v2 on my desktop and had nothing but problems with it sowhen the techs were
of no help what so ever reinstalled v:1.3.1.6. I do not want to do
a repeat of my prior problems with v2 with this laptop.

I attempted to download the Norton Auto fix tool which I had hoped would help,
but it will not download for some reason and the "more info" link on the download page is broken!

Is there anyone out there that has had this problem with NavEx15.Sys
and also with downloading the autofix tool?

I sure could use the help.




Kudos0

Re: Norton 360 v:1.3.1.6 and NavEx15.Sys problem

hi urantiakid - sorry to hear your tale of woe... autofix is now located within the program itself (from the Help and Support icon in the main program interface. not sure it will help with this one, as i believe this is a low level driver (navex15.sys), but it's worth a shot. my location of this file is along the def path route, so if that doesn't help, i'd like to know what happens if you download and install the latest intelligent updater and run a full scan. if that doesn't help, i'd recommend ensuring that all your dell drivers are up-to-date, particularly your display adapter driver. finally, if all else fails, turn on crash dump (right-click My Computer, Properties, Advanced tab, "Startup and Recovery" settings, all checkboxes checked) - recreate the problem, then go into the folder listed in the Startup and Recovery "small dump directory" folder and zip them up and we'll get someone here to get a look at them :)

mel 

Kudos0

Re: Norton 360 v:1.3.1.6 and NavEx15.Sys problem

Hello urantiakid,

I'm sorry to hear about the frustrations you've encountered in getting this problem resolved. If Mel's suggestions do help, I'd like to ask you to provide us with some debug logs. The debug tool is located here. If you can start it, click on the advanced options to enable debug  logging and select the "noupload" switch, I'll get with Tony and provide you with an upload location for them where we can take a look.

Two other questions:

  1. Can you provide the link that error report took you to?
  2. Can you provide the link to the AutoFix tool you used?

Thanks,

Matt 

Kudos0

Re: Norton 360 v:1.3.1.6 and NavEx15.Sys problem

mel,
Thanks. I used the "intelligent updater" link you gave but there evidently is not an updater for Norton 360  v:1.3.2.4, or any other 360 version.

I have checked my Dell drivers but will recheck them. I went to my computer and did what you told me (made sure all boxes were checked) but I do not know exactly what to do to recreate the problem since it happens unpredictably and under varying circumstances. I am also not sure how to get to the folder in the startup and recovery "small dump directory" or how to zip them. I will work on figuring it out,probably a simple matter, but I have never done it before, then I well send them to you. Thanks for your help.I do appreciate this.

Kudos0

Re: Norton 360 v:1.3.1.6 and NavEx15.Sys problem

Hi Matt,
In order to provide the link that the error report took me to I will have to wait until it happens again, and it will, and at that time I will copy it and send it to you.
As to the AutoFix tool, it is:
https://www-secure.symantec.com/techsupp/asa/index.jsp
From there I click the "Begin" button which takes me to:
https://www-secure.symantec.com/techsupp/asa/products.jsp

This is where the "Download Now" button is.
It is on this page that the link that says "More Information" is broken, or at least it did not work for me after multiple tries. I sent a broken link report.
Thanks so much for replying to my post. I sure hope that the suggestions you and mel have given can help lead me to a solution here. Thanks again.

Kudos0

Re: Norton 360 v:1.3.1.6 and NavEx15.Sys problem

Matt,

I just clicked the link for the debug tool you gave, but obviously I do not know what I am doing here. A page came up with a list from Power desk of what is on my  desktop. Huh???? I guess I got lost. 

Kudos0

Re: Norton 360 v:1.3.1.6 and NavEx15.Sys problem

h iurantiakid - sorry for the bad info on intelligent updater. i looked and can't find the applicable version for N360 either... can anyone from SYMC comment on where IU has moved to?

mel 

Kudos0

Re: Norton 360 v:1.3.1.6 and NavEx15.Sys problem

Hello Mel,

The page you linked to is actually the correct page to download Intelligent Updater, although Norton 360 is not stated by name. We've got a request in to get it updated - thanks for the spot!

Matt 

Kudos0

Re: Norton 360 v:1.3.1.6 and NavEx15.Sys problem

Hi urantaikid,

I've asked Tony to help facilitate for me on this one. You'll be receiving an email shortly with further instructions.

Thanks,

Matt 

Kudos0

Re: Norton 360 v:1.3.1.6 and NavEx15.Sys problem

Hi Matt,

I did not know if you still wanted to see this or not, but you asked for the page that the windows error report took me to. This machine just did it's thing again (never know when it is going to get tempermental) so I did the error report and the following is where it took me:

http://wer.microsoft.com/responses/Response.aspx/685/en-us/5.1.2600.2.00010300.2.0?SGD=3e74b9c5-4c60-48ca-9d62-19d772d1bed9

Thank you again for all of the time and help you have given.

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