topic Re: Page fault in nonpaged area BSOD after 2010 to 2011 upgrade in Norton Internet Security / Norton AntiVirus

Page fault in nonpaged area BSOD after 2010 to 2011 upgrade

Duke_McDial-up — Thu, 27 Jan 2011 20:54:10 GMT

The saga continues...

Struggled for months trying to figure out what was eating my meager dial-up bandwidth, I installed a protocol analyzer to find out what it was. The culprit turned out Norton 2010 upgrading automatically to 2011. There was no progress bar or method to halt/resume the download, or even indicate an upgrade was even occurring.

Thanks to help from kind members of this board, I did an overnight manual download of NAV-UPGRADE-ESD-NoDefs-18-1-0-37-EN.exe (85MB) and ran it from my hard drive.

That fixed it. After months of near useless internet I was now back online, but there are two lingering problems.

1) I'm now getting "Page fault in nonpaged area" BSOD every other day.

2) Live update will not complete. I'm on dial-up, so I do these over night in the days following the 2011 installation. The first were huge overnight def updates, but at least they successfully completed. The last one (a little smaller at about 57MB) says it downloads but it never completes. After multiple failed attempts at liveupdate, my antivirus defs are now a whopping 27 days old.

My specs:

- Windows XP SP3

- Dell 8300 desktop

- NAV 2011 version 18.5.0.125

Any ideas?

Re: Page fault in nonpaged area, Also Live Update Issue

Duke_McDial-up — Fri, 28 Jan 2011 04:42:28 GMT

No replies? I don't blame people for not wanting to touch "Page fault in nonpaged area" :smileyhappy:

If anyone has a resolution or workaround for the liveupdate issue, that would be great. (Maybe I should have started a separate thread for that...)

Remember the old "intelligent updaters?" Is that still around?

Re: Page fault in nonpaged area BSOD after 2010 to 2011 upgrade

Tech83 — Fri, 28 Jan 2011 04:51:40 GMT

Hi! Duke_McDial_up,

The error message "Page Fault in nonpaged area" means that the system has a failing memory module in it that needs to be replaced. Please use the Microsoft Memory Diagnostic Tool to run diagnostics on your computer's memory to determine where the failure is at. Please note that if your system has more than one memory module (memory stick) then you must remove all except one testing each one individually to determine which one has the failure.

As for Live Update failing to complete I'm afraid you'll have to go through the painful process of re-installing the NAV-Upgrade software to correct the issue but only after you have taken care of the memory failure first. Until recently I was on dial-up myself so I can relate and sympathize with your issue. Sorry about the bad news. :(

Tech83

P.S. I forgot to mention that a user's guide to the recommended diagnostic tool is included on the linked site.

Re: Page fault in nonpaged area BSOD after 2010 to 2011 upgrade

AllenM — Fri, 28 Jan 2011 05:24:32 GMT

Hi Duke_McDial_up,

Regarding the Live Update problem, are you getting any error messages and if so what specifically are you seeing?

Also, have you tried going to Support > Get Support and walk through the diagnostic wizard to see if a problem can be detected?

Click on History from the main NIS window and select Live Update from the drop down list. Check through the events carefully and look for any errors and let us know exactly what it says.

Best wishes.

Allen

Re: Page fault in nonpaged area BSOD after 2010 to 2011 upgrade

Duke_McDial-up — Fri, 28 Jan 2011 06:43:34 GMT

Hi Tech83

Thank you for the input.

Page Fault...

Ran the diagnostic tool from the boot floppy. Had it do several passes for all 6 tests. All 4 sections "succeeded." "No errors found."

To clarify, had computer for several years. Never had a "page fault in nonpaged area." I only started getting them the day the 2010 to 2011 upgrade was completed.

Live Update...

I still have the I NAV-ESD-18-1-0-37-EN.exe (83.6 MB) on my computer. (Direct download and install offline was the only way to go, since the "over then net" upgrade tied up my internet connection for three months.)

- Should I re-install NAV-ESD-18-1-0-37-EN.exe or is there a newer version I can download and install offline? (I have installation key#)

- Do I have to uninstall before re-installing?

- Help, About displays version 18.5.0.125. Is that what NAV-ESD-18-1-0-37-EN.exe installed or did Norton do some kind of auto-upgrade? (I have had "automatic upgrade to new version" turned off)

If all else fails, can I just re-install 2010? It worked flawlessly (until it started upgrading to 2011)

Yeah, I know.. I know... 2010 does not upgrade without user prompting, but it must not be much of a prompt . LOL

Been user of various anytivirus programs going back to the days of DOS 5.0. Installed them. Used them to clean viruses. Even supported them from time to time. I have been happy with NAV since 2006, but I have never had this kind of prolonged problem before. The only problem with NAV I had in the past was if a user ran the old "Intelligent Updater", Live Update stopped working.

Any help would be greatly appreciated.

Re: Page fault in nonpaged area BSOD after 2010 to 2011 upgrade

Duke_McDial-up — Fri, 28 Jan 2011 06:53:48 GMT

Hi Allen

After 2011 upgrade, I ran Live Update overnight a few nights in a row. They were big downlowds, but getting a little smaller every night. Now it seems stuck on a 57-59 MB liveupdate.

Check for updates says "Completed."

The next morning it shows Download Updates as "Completed."

"Processing Updates" is where it seems to fail. (maybe it failed because the download was not really completed?)

Is there a download URL I can go to (like the old updater) to cram this 59MB snag through?

Re: Page fault in nonpaged area BSOD after 2010 to 2011 upgrade

Duke_McDial-up — Fri, 28 Jan 2011 06:57:22 GMT

Sorry, I wrote "been happy with NAV since 2006", I meant to write "been happy with NAV since 1996."

Re: Page fault in nonpaged area BSOD after 2010 to 2011 upgrade

AllenM — Fri, 28 Jan 2011 15:00:26 GMT

Hi Duke,

I know it is getting stuck on the "processing" phase of the live update but I'm hoping there is an error number or something associated with it either in history or the details screen of the live update window itself.

If you don't see any references to errors in the HIstory, then the other way to get some detail on the process is when the live update dialog is present and you click on "View Summary" near the bottom left.

Did you click on Support > Get Support option from the main NAV window? Hopefully this will find a problem and be able to correct it.

If you were having this problem on a laptop I would recommend seeing if you could go to a internet cafe somewhere where they have broadband and doing the updates there but this might be too difficult since the problem is on your desktop. However if there is a way you can do this I would suggest it.

There are offline installers but only for anti-virus updates so it does not really replace the need to do live update from the GUI. Plus if there really is a problem with NAV, then this may very well not work either.

Best wishes.

Allen

Re: Page fault in nonpaged area BSOD after 2010 to 2011 upgrade

Tech83 — Fri, 28 Jan 2011 22:26:41 GMT

Duke_McDial-up wrote:
Hi Tech83

Thank you for the input.

Page Fault...

Ran the diagnostic tool from the boot floppy. Had it do several passes for all 6 tests. All 4 sections "succeeded." "No errors found."

To clarify, had computer for several years. Never had a "page fault in nonpaged area." I only started getting them the day the 2010 to 2011 upgrade was completed.

Live Update...

I still have the I NAV-ESD-18-1-0-37-EN.exe (83.6 MB) on my computer. (Direct download and install offline was the only way to go, since the "over then net" upgrade tied up my internet connection for three months.)

- Should I re-install NAV-ESD-18-1-0-37-EN.exe or is there a newer version I can download and install offline? (I have installation key#)
- Do I have to uninstall before re-installing?
- Help, About displays version 18.5.0.125. Is that what NAV-ESD-18-1-0-37-EN.exe installed or did Norton do some kind of auto-upgrade? (I have had "automatic upgrade to new version" turned off)

If all else fails, can I just re-install 2010? It worked flawlessly (until it started upgrading to 2011)
Yeah, I know.. I know... 2010 does not upgrade without user prompting, but it must not be much of a prompt . LOL

Been user of various anytivirus programs going back to the days of DOS 5.0. Installed them. Used them to clean viruses. Even supported them from time to time. I have been happy with NAV since 2006, but I have never had this kind of prolonged problem before. The only problem with NAV I had in the past was if a user ran the old "Intelligent Updater", Live Update stopped working.

Any help would be greatly appreciated.

Hi! Duke_McDial_up,

Allen has you covered with Live Update issue. :) Did you remove any memory from your system or did you leave it all installed (such as in the case where all memory is on just one memory module)? Did you re-seat your system's memory? Any time a system encounters a Page Fault in a non-paged area it indicates a problem with the system's memory; try running the extended version of the test to see if the memory still passes if it does then it maybe a over-heating issue. Have you recently used a can of compressed air to clean the interior of the computer?

Tech83 :)

Re: Page fault in nonpaged area BSOD after 2010 to 2011 upgrade

reese_anschultz — Fri, 28 Jan 2011 23:13:03 GMT

Duke_McDial-up,

For the BSODs, can you provide more details? The name of a driver should be specified. Is there any common activity occurring on your system at the time these BSODs occur?

Re: Page fault in nonpaged area BSOD after 2010 to 2011 upgrade

Tech83 — Fri, 28 Jan 2011 23:22:44 GMT

reese_anschultz wrote:
Duke_McDial-up,

For the BSODs, can you provide more details? The name of a driver should be specified. Is there any common activity occurring on your system at the time these BSODs occur?

Hi! Duke_McDial_up,

Reese just had a good catch on this; in addition to the information Reese requested if you provide any error information (such as a Stop: 0x00000000 error) would also be very helpful.

Tech83 :)

Re: Page fault in nonpaged area BSOD after 2010 to 2011 upgrade

Tech83 — Fri, 28 Jan 2011 23:23:46 GMT

Hi! Reese,

Thanks, for catching that one.

Tech83 :)

Re: Page fault in nonpaged area BSOD after 2010 to 2011 upgrade

Duke_McDial-up — Wed, 02 Feb 2011 18:11:23 GMT

Hi Reese.

Thanks for the input.

I was not looking at the screen at the time if this latest BSOD, but I could hear the hard drive was being accessed (that rythmic sound) the way it does when NAV does scans during idle time.

Details from event viewer:

Error 102

Error code 10000050, parameter1 bad0b148, parameter2 00000000, parameter3 8056d729, parameter4 00000002

Again, this only started occurring the day the upgrade to NAV 2011 was completed.

The memory tests came out fine. No new hardware was installed. Memory not re-seated. Case has not been opened or moved in over a year.

INAV 2010 was working fine. I still have the original 2010 CD. If this can't be resolved, is there way to uninstall 2011 and re-install 2010? Been 33 days since my last def updates. I have to do something soon.

Re: Page fault in nonpaged area BSOD after 2010 to 2011 upgrade

reese_anschultz — Wed, 02 Feb 2011 18:47:10 GMT

Unfortunately the event information isn't enough to be useful. Details from the actual blue screen (and a dump) would be the most useful. Make sure that you've disabled the option to Automatically restart in your Windows' system found within the Advanced System Properties Startup and Recovery area. While you're there you should also make sure that the option to Write debugging information is set to Kernel memory dump and take note of the file path indicated for the Dump file. You need to reboot after changing these settings before they will take effect.

Re: Page fault in nonpaged area BSOD after 2010 to 2011 upgrade

AllenM — Wed, 02 Feb 2011 18:52:28 GMT

Hi Duke_McDial-up,

If you can hold on for a bit and see if Reese needs you to collect some addtional information of some sort.... But then after that I would agree that you are probably better off with 2010 until this is resolved. Do note though that if you do this you will have a painful process to run live update and get all the way up to the most current version of 2010.

At some point if you do go back to 2010, please take a look at this post which outlines how to disable the module which will likely attempt at some point to re-download NIS 2011.

Best wishes.

Allen

Re: Page fault in nonpaged area BSOD after 2010 to 2011 upgrade

Duke_McDial-up — Thu, 03 Feb 2011 20:01:40 GMT

Hi Allen M

Took your earlier advice.

Ran the live update again, this time taking steps to determine more specifically what the issue was.

As expected, "not all updates were successful" and "failed to complete."

"View Summary" it said 9 out of 10 updates were successful. "Smart Virus Definitions" failed to complete.

"Tech Support" displayed "No automatic solutions found" and "Error 8920,211" A google of "Error 8920,211" showed it could be a proxy issue.

Under "Network Proxy Settings", "Automatically Detect Settings" and "Use Proxy Server" were both checked. (Oddly, one were greyed out)

Unchecked "Automatically Detect Settings." Ran liveupdate overnight. Successfully Completed. :)

Now that my defs are up to date, I'm not in as big of a hurry to uninstall 2011. I can be patient with the "Page Fault in Nonpaged area" issue since it only occurs sporadically. The defs issue was the immediate concern.

The advice from Reese (thank you Reese) was over a bit my head, but I will look into that later today.

Thanks again for your help.

Re: Page fault in nonpaged area BSOD after 2010 to 2011 upgrade

Duke_McDial-up — Thu, 03 Feb 2011 20:03:48 GMT

Sorry. Meant to sayUnder "Network Proxy Settings", "Automatically Detect Settings" and "Use Proxy Server" were both checked. "Oddly, none were greyed out"

Re: Page fault in nonpaged area BSOD after 2010 to 2011 upgrade

AllenM — Fri, 04 Feb 2011 04:34:07 GMT

Duke_McDial-up wrote:
Hi Allen M

Now that my defs are up to date, I'm not in as big of a hurry to uninstall 2011. I can be patient with the "Page Fault in Nonpaged area" issue since it only occurs sporadically. The defs issue was the immediate concern.

The advice from Reese (thank you Reese) was over a bit my head, but I will look into that later today.

Thanks again for your help.

Hi Duke_McDial-up,

That is really good to hear, thanks for the update. :smileyhappy: I know how painful that would have been to have to go through reinstalling 2010.

Reese can certainly help out on the BSOD.

Best wishes.

Allen

Re: Page fault in nonpaged area BSOD after 2010 to 2011 upgrade

Duke_McDial-up — Wed, 27 Apr 2011 22:25:27 GMT

Discovered "Page fault in nonpaged area BSOD" only happens when Norton "Optimizer" is running. I immediately wondered "what is optimizer?" Turns out my anti-virus program was de-fragging my hard drive without asking me. LOL Went through all the settings I could find to shut Optimizer off, but its still keeps running... and crashing my computer. I even tried removing the defrag executable but Windows keeps replacing it. I would tell you the exact menu options I used to turn off Optimizer, but my subscription expired yesterday and the program won't let me into the settings menu. (it does keep running Optimizer-Defrag). This is another change from 2010 and prev editions. (been using NAV since the late 90's) This is very inconvenient since I listen to the radio and do long downloads (dial-up here) on my computer. Apparently "Optimizer" thinks its idle and crashes my computer in about 30 minutes... unless I run upstairs and move my mouse to buy another 30 minutes. (of course this also means my computer crashes when I do def updates longer then 7 MB.) Again, my memory tests fine. Problem only started the day after my 2010-2011 upgrade. Only happens when NAV starts defragging my hard drive. This automatic-everything-in-the-background-sans-user-input-or-awareness from full program updates to disk fragmentation to massive single file def updates has really hurt my computers basic functionality. If NAV simply displayed in a progress bar it was downloading a full program update and had a pause/continue button (for the def updates too) and left off "Optimizer" it would have saved me months of detective work and computer down time. What to do? All I want is a simple anti-virus program with an ftp site I can download and install def updates. Can someone point me to directions on uninstalling 2011? After that, I can re-install the 2010 version and buy another 12 months of def updates. Again, thank you for the help so far. This forum is one of the bug plusses of being a NAV user and I don't want to change now.

Re: Page fault in nonpaged area BSOD after 2010 to 2011 upgrade

Duke_McDial-up — Wed, 27 Apr 2011 22:33:28 GMT

(Reposting... I have no idea why me prev post scrunched into one long paragraph. Sorry. The Preview function is not working so I hope this works.) Discovered "Page fault in nonpaged area BSOD" only happens when Norton "Optimizer" is running. I immediately wondered "what is optimizer?" Turns out my anti-virus program was de-fragging my hard drive without asking me. LOL Went through all the settings I could find to shut Optimizer off, but its still keeps running... and crashing my computer. I even tried removing the defrag executable but Windows keeps replacing it. I would tell you the exact menu options I used to turn off Optimizer, but my subscription expired yesterday and the program won't let me into the settings menu. (it does keep running Optimizer-Defrag). This is another change from 2010 and prev editions. (been using NAV since the late 90's) This is very inconvenient since I listen to the radio and do long downloads (dial-up here) on my computer. Apparently "Optimizer" thinks its idle and crashes my computer in about 30 minutes... unless I run upstairs and move my mouse to buy another 30 minutes. (of course this also means my computer crashes when I do def updates longer then 7 MB.) Again, my memory tests fine. Problem only started the day after my 2010-2011 upgrade. Only happens when NAV starts defragging my hard drive. This automatic-everything-in-the-background-sans-user-input-or-awareness from full program updates to disk fragmentation to massive single file def updates has really hurt my computers basic functionality. If NAV simply displayed in a progress bar it was downloading a full program update and had a pause/continue button (for the def updates too) and left off "Optimizer" it would have saved me months of detective work and computer down time. What to do? All I want is a simple anti-virus program with an ftp site I can download and install def updates. Can someone point me to directions on uninstalling 2011? After that, I can re-install the 2010 version and buy another 12 months of def updates. Again, thank you for the help so far. This forum is one of the bug plusses of being a NAV user and I don't want to change now.