topic Re: Symantec Framework in Norton Internet Security / Norton AntiVirus

Symantec Framework

kuschner — Tue, 08 Apr 2008 17:50:23 GMT

Pretty much every day over the last couple of years, I get a pop up dialog that says something like "Symantec Service Framework (or sym. framework service maybe) has stopped working" from Windows Vista. After that, I can no longer send or recieve email, although the internet keeps working. Also, the Norton icon in the system tray disappears as soon as the mouse is rolled over it.

Interestingly, this error has continued to occur sporadically after all of the following:

Reinstall Norton 360

UNinstall 360 and Save and restore, run norton removal tool, reinstall both

uninstall 360, install NIS 2008.

Of course tech support wants me to un/re install every time I call them before they'll talk to me about anything else, so I eventually quit calling and just reboot the computer when this happens (or forget about mail until the next day).

I really like NIS 2008 and hate to go, but this is obviously getting old. Any help?

Thanks

Karl

Re: Symantec Framework

sosull — Tue, 08 Apr 2008 18:12:37 GMT

I'm afraid I cannot say I've had, or ever seen, the issue that you're describing but it does sound awfully annoying. Having to uninstall and reinstall an internet security package on a frequent basis, no matter who it's from, is not something that anyone should put up with.

The machine that keeps getting this error, have you wiped it completely since and reinstalled? You mentioned that you're running Windows Vista; may I ask what version and have you applied Service Pack 1 yet? May I also ask the amount of memory you have on that machine? Is there another computer in your home that could/does run NIS08? Does it get the same issue?

The only problem I've ever had that's caused me to re-install Norton was back with Internet Security 2005 where one day it decided that I had a license error and threw up a lovely padlock icon and an 'Uninstall' button.

Let's try to get to the bottom of this :)

Re: Symantec Framework

strydr36 — Tue, 08 Apr 2008 18:16:47 GMT

I remember having a similiar issue with NIS when I first got my Vista machine, but when I upgraded to 360 it went away. I was (and still am) running Vista and have not yet installed SP1.

Re: Symantec Framework

khlb — Tue, 08 Apr 2008 18:51:42 GMT

I have done a little bit of googling regarding your issue. It seems to be a fairly common reported problem.

At the Broadband Reports forum is the a long thread (10-pages, closed) discussing your problem "Symantec Service Framework stopped working and was closed"

http://www.dslreports.com/forum/r19432492-NIS2008-Updates-Today

Unfortunately this thread didn't resulted in a definitive solution - but at least a workaround you can try while we try to help you.

"Turn off Identity Safe and Crime Ware and you'll be OK until the problem is fixed. Worked for me. Not the best solution, but the only easy one I know of." - posted by user "rugmankc"

Message Edited by khlb on 04-08-2008 08:51 PM

Re: Symantec Framework

hansenkb — Tue, 08 Apr 2008 21:53:04 GMT

I'm confused about which product you are using, but try this:

Download and install the Microsoft .NET Framework 3.0

http://www.microsoft.com/downloads/details.aspx?familyid=10cc340b-f857-4a14-83f5-25634c3bf043&displaylang=en

Reinstall NIS 2008

Re: Symantec Framework

Stu — Tue, 08 Apr 2008 21:57:45 GMT

What version of 360 are you working with? v1 or v2?

Re: Symantec Framework

matt_phillips — Tue, 08 Apr 2008 23:22:23 GMT

HI Karl,

The problem for N360 and 2008 are slightly different - can you confirm a few things for us?

It looks like you are currently running NIS 2008. Can you confirm the build (click on Help and Support, the select "About" from the Norton Support dialog, then select the Norton Internet Security tab - it will say 15.x.x.x. - just need to know what the x's are).
What email program are you using? Knowing the specific version of that would be helpful as well.
What OS language are you using?
Does the problem occur at boot, when sending or receiving email, when opening the program or randomly?

If you're running Norton 360 Version 1 currently, let's update you to Version 2 and see if the problem persists. You can download it fromhttp://www.norton.com/n360 (for standard) and http://www.norton.com/n360p (for premier). We'll pick up your key information during installation and your subscription information (renewal date) will remain.

Thanks,

Matt

Re: Symantec Framework

matt_phillips — Wed, 09 Apr 2008 00:04:07 GMT

Hi Karl,

One last question - we're you or are you using the Norton Add-On pack?

Thanks again,

Matt

Re: Symantec Framework

kuschner — Wed, 09 Apr 2008 03:17:24 GMT

Hi Matt, et al,

Vista HP was loaded fresh. This is a home built with an AMD 64x2, but running 32 bit.

Norton 360 is gone, I only mention it because the problem reoccurred with NIS 2008.

Both were loaded with Add on Pack.

Version is 15.5.0.23

I have four computers on this network with NIS 2008, two with another program. No one else seems to have this problem.

Strange-ish stuff running in the background: HP printer monitor, Adobe updater and distiller and reader helpers, itunes helper, roxio east media helpers/watchers

I just found out a new piece of info. While replying to this email I reached for the Norton Protection Icon in the system tray. Of course it dissapeared, as described, which I should have known since my email stopped working several hours ago.

So instead I typed <windows>Norton, selected the Norton Internet security icon from the Start menu, (its a Vista thing) and proceeded to look for the version number. While doing so, voila! my email started downloading and the icon reappeared in the system tray. So now I have another way of restarting Symantec Service Framework, whatever that is. This is much better than rebooting!

But still the hobbyist in me wishes to resolve the problem, so keep the ideas coming. I'll try the other

Thanks

Karl

Re: Symantec Framework

kuschner — Wed, 09 Apr 2008 03:28:42 GMT

I see I did not answer all the mail. Other answers to your questions:

Yes SP 1 installed on Vista. No change on problem.
I think I installed .NET 3 already but don;t see it offhand. Will try that solution.
Email program is Outlook 2007. Problem was there exactly the same with Outlook 2003.
Problem not tied to doing anything- often occurs while I am away. Don;t think it has anything to do with email program performing any function- just appears, then AFTER it appears email stops working.
Norton 360 was not renewed, I bought 2008 a month ago in hopes of banishing this problem :(
Computer is always OK for a "While" but eventually (hour later?) gets this problem almost every day. Always corrected by reboot.

OK I think that answers everything. WOW thanks for all the support!

Karl

Re: Symantec Framework

sosull — Wed, 09 Apr 2008 09:47:22 GMT

As someone asked before, do you have the Add On pack installed at all?

Re: Symantec Framework

matt_phillips — Wed, 09 Apr 2008 13:30:13 GMT

Hi Karl,

The Norton Add-On Pack seems the common element, and because the problem is related to email, I suspect this is where the problem lay. If you can spare to, I'd recommend pulling it for testing purposes and see if the problem persists.

Just to recap - you boot the system and everything is alright for some period of time. Then email stops (sending and receiving) and the Norton icon disappears until you reboot (or, as you recently discovered, "restart" the main Norton interface). Are there any other system behaviors - excessive CPU usage or slow access, etc. - that you've noticed?

Matt

Re: Symantec Framework

kuschner — Wed, 09 Apr 2008 22:40:33 GMT

Hi Matt,

Yes, the AddOn Pack was always used under both 360 and now NIS2008. I will try to remove it and see if the problem reoccurs next chance I get to fool around with it.

I would say at a 75% certainty level that email is not always up when the problem occurs. Typically we close everything when we leave the computer, then I come back after some period of time and see the "Symantec Service Framework has stopped working" dialog.

THEN I open email and notice it isn;t connecting (send or recieve).

Your recap is correct. I see no other errors such as CPU use or other wierdness. I do have a CPU monitor running on the screen and would likely notice anything like that, since normally the system is quite responsive. No clue as to other things (like start of Vista indexing service, a back up, etc.) that might be happening when the problem occurs, due to its occassional and unpredictible nature.

So I would say that the only symptoms I have are the dialog box, lack of email connectivity, and disappearing icon in the system tray. As I mentioned previously, all other internet connectivity seems normal.

As a side note, the AddOn pack has been uninstalled and reinstalled more times than I care to think about for various reasons, so I doubt a simple reinstall will do anything, though I will certaintly try the UNINSTALL to try to nail down the problem.

Thanks again for your help

Karl

Re: Symantec Framework

Donna — Thu, 10 Apr 2008 02:09:20 GMT

Hi,

Not to add confusion on the thread but I've this issue last year. The update to "Symantec Product update for Confidence Online" is the one I found as the caused but I believe Symantec fixed the issue by releasing better version of BBIF.dll.

You can check the Problem Reports and Solution feature in Vista to see what is causing Symantec Framework to crash. I hope you'll find the details and post here if it's the BBIF.dll or another .dll file.

Re: Symantec Framework

kuschner — Thu, 10 Apr 2008 02:18:48 GMT

Hi Donna,

I'll try that. In the meantime here is what Vista says happened, but I don;t see a reference to the file you mention.:

Problem signature
Problem Event Name: APPCRASH
Application Name: ccSvcHst.exe
Application Version: 107.0.5.5
Application Timestamp: 47b9ca89
Fault Module Name: StackHash_1d36
Fault Module Version: 6.0.6001.18000
Fault Module Timestamp: 4791a7a6
Exception Code: c0000374
Exception Offset: 000b015d
OS Version: 6.0.6001.2.1.0.768.3
Locale ID: 1033
Additional Information 1: 1d36
Additional Information 2: 9e071317f611137646f9dbe67af892a6
Additional Information 3: 1e58
Additional Information 4: 2aaf57761dd92aa50d5b9c58e7e2221c
Files that help describe the problem
Version.txt
AppCompat.txt
memory.hdmp
minidump.mdmp

Re: Symantec Framework

Donna — Thu, 10 Apr 2008 02:24:17 GMT

Oh.. it's the infamous ccSvcHst.exe. I saw reports on that particular executable to crash on XP but only today I learned this can happen to Vista.

Do you happen to enable the real-time protection for "removable media... when media is inserted"? If yes, try to disable this option and see if the problem will occur again.

Re: Symantec Framework

matt_phillips — Fri, 11 Apr 2008 13:20:35 GMT

Thanks for the confirmation, Karl. And good call on Donna's part to look at the crash info! ccscvhst does a lot of the heavy lifting between componants and is usually what crashes when something fails. The dev team scours WinQual on a weekly basis and gets patches out pretty regularly based on those findings, so running a manual LiveUpdate when problems do occur is always the first place to start.

If we find that removing Add-On pack resolves the issue, I'd like to see about getting debug logs before reinstalling. In fact, regardless of the results, I think we'll have to get those anyway. The log tool is located at http://www.norton.com/logtool. Download and extract, then on the User Info screen fill in your details and click on Advanced. Select the "debug logging" and "noupload". You'll need to reboot after that. The rest of the instructions are provided by the tool from there, but after the problem happens again, you can click the button to end logging. I'll get with Tony and he'll get you information on where to upload the logs to.

Let me know if you have any questions!

Matt

Re: Symantec Framework

kuschner — Fri, 11 Apr 2008 17:19:00 GMT

Thanks Matt and Donna.

I don't really want to disable "check media when inserted" so I'll take Matt's course of action for now. I'll repost when I have the logs you asked for.

Not sure what you are suggesting about running a Live Update when I get this problem. Since it has been going on for well over a year there have been dozens of live updates in the interim. If you are just suggesting good practices, OK.

I'll remove ADDON pack this weekend and get back with you.

Re: Symantec Framework

matt_phillips — Sat, 12 Apr 2008 16:47:12 GMT

Hi Karl,

My comment on LiveUpdate was part best practice and a respone to Donna's observation on ccSvcHst, which is something of a hub for all the componants (and hence is often what crashes when a componant fails). The engineering group has a task force to work specifically on problems culled from WinQual, and patches come out pretty regularly that address issues found there. Automatic LiveUpdate, however, won't pull these down unless they are marked "critical", which is a designation reserved for vulnerabilities and high impact issues, so a manual LiveUpdate when things are amiss would fall into the "best practice" arena?

Look forward to getting this one solved!

Matt

Re: Symantec Framework

Kurt — Mon, 14 Apr 2008 08:55:33 GMT

Hi everyone,

I have seen this "Symantec Service Framework" -problem, also as an errorcode 3038.107 over a pretty long period.

Last time when upgrading XP to Vista Ulimate SP1 ( SP1 incl. in the Vista installation package).

It took me 2 days to find out the cause of this errorcode, instabillity in the system.

The 2 day period is appr. x40 longer compaired to similar situations when the this errorcode was present.

So, from now on I will wait much longer before using the system after installations/reinstallation and large

upgrades !!

Will use this knowledge when upgrading my system #2 to Vista SP1 configuration.

Kurt