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Contributor
AiQuoc
Posts: 12
Registered: ‎08-23-2011

Re: Norton 360 version 5 on windows 7 64bit OS - Crashes on Full or Custom scans - only quick scan w

I ran NPE. 

 

It only took 2 minutes which seemed too quick to me since the Norton 360 full scan took 3 hours. 

 

NPE found nothing.  I tried to attached the screen shot which I pasted in a word document but the attachment would not take. 

 

Thanks

PapauZ
Posts: 6,792
Topics: 392
Kudos: 1,025
Solutions: 374
Registered: ‎04-08-2008

Re: Norton 360 version 5 on windows 7 64bit OS - Crashes on Full or Custom scans - only quick scan w

It would be great to know why your machine is crashing. Please do these steps:

1. Configure Window not do restart automatically by crashes: http://pcsupport.about.com/od/windows7/ht/automatic-restart-windows-7.htm

2. Notice where Windows will create the crush dump file (it's on the same window where you will change the auto restart)

3. Repeat the steps to create a crash

4. When the crash happens write down the error code

5. Reboot PC

6. After reboot copy the memory.dmp file, and upload it to a file sharing server like rapidshare.com

7. Send us the link of the dmp file you uploaded and the error number in a reply 


Windows 8.1 Embedded Industry Pro x64 Hungarian, Norton 360 v21.3.0.12

Contributor
AiQuoc
Posts: 12
Registered: ‎08-23-2011

Re: Norton 360 version 5 on windows 7 64bit OS - Crashes on Full or Custom scans - only quick scan w

I have now configured Windows to NOT automatically restart after a crash. 

 

I have noted the dump file location and saved it in a word document to access later if/when needed. 

 

My concern is that when my computer crashes, it simply freezes.  I cannot use the mouse or type ctrl/alt/delete to start the task manager.  I have to turn off the power button to get out of the freeze and then after waiting turn the power switch back on. 

 

So I don't understand how I'll see the error code. 

 

I'm guessing I'll do the above and when I turn the computer back on I'll go to the dump file location to see the error code. 

 

I'm also not sure how to "make" it crash.  But I'll try this next time it crashes. 

 

This is very helpful.  I just hope we can eliminate the problem.  Thanks to all. 

Contributor
AiQuoc
Posts: 12
Registered: ‎08-23-2011

Re: Norton 360 version 5 on windows 7 64bit OS - Crashes on Full or Custom scans - only quick scan w

My computer crashed again. 

 

I configured Windows to NOT automatically restart on crash.

 

But could see no error code.  It crashed in sleep mode and I could not "wake it up". 

 

I turned the computer off and turned it back on and then I put the dump file in start's search field and it said "no items match your search". 

 

I had copied/pasted the file name so it was not a typo. 

 

Is the dump file in some hidden folder that's not searchable? 

 

Now I'm not sure how to get you the error code. 

 

Any suggestions?

 

Thanks

PapauZ
Posts: 6,792
Topics: 392
Kudos: 1,025
Solutions: 374
Registered: ‎04-08-2008

Re: Norton 360 version 5 on windows 7 64bit OS - Crashes on Full or Custom scans - only quick scan w

The crash dump will be only created if the system gets a Blue Screen OF Death (BSOD) error.

But if it crashed during sleep mode, it the dump file will not be created.


Windows 8.1 Embedded Industry Pro x64 Hungarian, Norton 360 v21.3.0.12

Contributor
AiQuoc
Posts: 12
Registered: ‎08-23-2011

Re: Norton 360 version 5 on windows 7 64bit OS - Crashes on Full or Custom scans - only quick scan w

My crashes are rarely a BSOD.  They typically are a freezing of whatever is on the screen at the time. 

 

Maybe the word crash is not the right word. 

 

For example, when I was replying to the Norton Community a while back, my computer "crashed" and I could see the Reply to Message screen but my mouse would not move and the keyboard would not work. 

 

This is normally what occurs on crashes.  On occasion the screen will go black but that's not the norm. 

 

Since I don't know what to do without a functioning mouse or keyboard, I turn off the computer (push the power button), wait and then turn the computer back on. 

 

But even if this last crash was not a BSOD, wouldn't the last time it was a black screen still be in the dump file? 

 

Thanks

PapauZ
Posts: 6,792
Topics: 392
Kudos: 1,025
Solutions: 374
Registered: ‎04-08-2008

Re: Norton 360 version 5 on windows 7 64bit OS - Crashes on Full or Custom scans - only quick scan w

If you wait a bit during these freezes, will the PC later be usable?


Windows 8.1 Embedded Industry Pro x64 Hungarian, Norton 360 v21.3.0.12

Contributor
AiQuoc
Posts: 12
Registered: ‎08-23-2011

Re: Norton 360 version 5 on windows 7 64bit OS - Crashes on Full or Custom scans - only quick scan w

I've not waited very long before turning off my computer.

 

Next time it occurs, I will give it a couple of minutes to see if it becomes functional after a period of time. 

 

I doubt it will but I will test it. 

 

Thanks

Contributor
AiQuoc
Posts: 12
Registered: ‎08-23-2011

Re: Norton 360 version 5 on windows 7 64bit OS - Crashes on Full or Custom scans - only quick scan w

Update:

 

Finally got another crash.  This time I waited to see if my computer would "thaw out" as suggested and become functional on its own.  It did not.   I again had to power off my computer and turn it back on to get it going again. 

 

I continue to run Norton 360 and Malwarebytes scans in regular mode and safe mode. 

 

I recently turned on an old hard drive from an old computer that I was told needed replacing as it was failing.  I had taken it out of the old computer and wired it up as an external hard drive to my current computer but usually keep it turned off. 

 

A Malwarebytes scan found and cleaned a "tabletka\keygen.exe" file and a Norton 360 scan found and cleaned a "tabletka.rar" file. 

 

We'll see if my computer stops crashing now. 

 

Thanks

dickevans
Posts: 12,438
Registered: ‎04-08-2008

Re: Norton 360 version 5 on windows 7 64bit OS - Crashes on Full or Custom scans - only quick scan w

Just wondering.

How old are the drives? Have you run CHKDSK/f on C:\? I was going to ask if heat was a problem but you would not be able to reboot immediately if things got too hot. So disregard that question. I don't remember seeing the amount of RAM you have installed - more than 2GB I hope. With all of this going on I do hope that you are keeping a good current backup in a safe place.

Dick
Win7x64 SP1 current NIS V21