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Visitor
arobins
Posts: 6
Registered: ‎02-06-2013

Norton 360 update crashing/ bluescreen

Help! I am running Windows Vista and uploaded the Norton 360 update a couple of days ago. Since then it freezes and crashes every time I turn it on.

 

I've searched the forum and know other people have had the same problem, but I can't understand what the solution is. I do have .dmp files under C:\Windows\ minidump, and I also have a file in C:\windows\mrmory.dmp

 

The solutions said something about uploading these files?? To where?

 

I have also searched for a program called FAMv4 and cannot find it on my computer, but I do also have NTI as my backup/ dvd writing program, and that seemed to be someone else's solution for this problem.

 

I am running Windows Vista and uploaded the Norton 360 update a couple of days ago. Since then it freezes and crashes every time I turn it on.

Symantec Employee
ramshrii
Posts: 84
Registered: ‎02-14-2012

Re: Norton 360 update crashing/ bluescreen

Hi download the the blue screen viewer from here-->open the exe file inside it--> it will pickup the minidump location automatically-->post a screenshot of the maximized view of the blue screen viewer in your reply.

-Shri
Visitor
arobins
Posts: 6
Registered: ‎02-06-2013

Re: Norton 360 update crashing/ bluescreen

The crashing seemed to stop for over a week and for the first time today it happened again.

I'm not sure if you can increase the size of the image below enough to see what you need - I've included it as an attachment as well if that helps.bluescreenview image.png

 

 

Symantec Employee
ramshrii
Posts: 84
Registered: ‎02-14-2012

Re: Norton 360 update crashing/ bluescreen

Hi

It seems like the BSOD is due to your Graphics driver. Follow the below steps,

 

Start->type devmgmt.msc in the search and hit enter->Display adapters->make a note of the adapter/adapters name you can see->right click uninstall, if you can see more than one then uninstall both->Restart the computer->go to devmgmt.msc again->right click on any entry, Scan for Hardware changes->wait for the driver get installed and then restart again->if autpmatic detection fails ->Check for windows updates and check under found important and optional updates and then install display adapter from there.

 

-Shri
Visitor
pnjha
Posts: 1
Registered: ‎03-02-2013

Re: Norton 360 update crashing/ bluescreen

Hi uploading the file of blue screen caused during the update process of Norton 360 and continue subsquently.

 

PNJHA

 

 

Symantec Employee
ramshrii
Posts: 84
Registered: ‎02-14-2012

Re: Norton 360 update crashing/ bluescreen

Hi Start-> Right click on Computer/My Computer -> Manage-> Device Manager->View->Show Hidden Devices->Expand Non-plug and play drivers->Please let us know if you can see SMR Utility driver 3xx in there (xx=numbers). If you can attach a screenshot it'll be more helpful. Thanks.
-Shri
Visitor
arobins
Posts: 6
Registered: ‎02-06-2013

Re: Norton 360 update crashing/ bluescreen

OK - your last recommendation seemed to work for about a month, and now I'm having a similar but slightly different problem - the computer no longer freezes, shuts down and restarts. About 2-3 minutes after starting up, my screen will suddenly go blank, no matter what program I'm in. The computer doesn't shut down, but I've waited for up to 10 minutes and absolutely nothing happens - the screen doesn't come back and I can't tell what the computer is trying to do. I shut down manually, start up again and it's fine the second time. I don't know if this is still related to Nvidia, but all the icons on my desktop have been rearranged since this started happening. It's incredibly annoying please help!