Norton Internet Security / Norton AntiVirus

[AllenM Norton Fighter]

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jkett wrote:

I am running Vista and had the exact same troubles you described in Windows 7. I also uninstalled & reinstalled  18.1.0.37 and like you everything is working fine again. Interestingly when you try and do the automatic version update it says you have the latest (18.1.0.37)!!  So they must have taken it off line

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Hi jkett,

As per usual procedure Symantec does a "phased" roll-out of major updates like this which means that live update will not pull 18.5 down to your computer automatically. This does not mean that is has been pulled but rather your computer was not one of the "unlucky" ones to have received it.

Beyond that I don't pretend to know what Symantec may or may not choose to do.

Please see the announcement from Symantec in the post below:

http://community.norton.com/t5/Norton-Internet-Security-Norton/Product-Update-18-5-0-125-for-Norton-...

Best wishes.

Allen

[AllenM Norton Fighter]

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notacat wrote:

just curious, is that the same issue with insufficient permissions during installation: http://community.norton.com/t5/Norton-Internet-Security-Norton/Vista-won-t-shut-down/m-p/322942/high...?

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Hi notacat,

It is not related. The thread you reference predates the release of the 18.5 patch.

Best wishes.

Allen

[jondm1]

I had my pc locking up on shutdown - took a few times of forced resets for me to work out in was the nis 11 upgrade. I wish the software had informed me it had been upgraded! I uninstalled and reinstalled to 18.1, but curiosity got the better of me and after a few hours, I updated to 18.5. Immediate problems followed - unable to shutdown, internet explorer lock-ups around printing, and manual quick scans would not start - the box would come up but no figures increased. Even the cancel facility didn't work. Uninstalled and gone back to 18.1 - and won't apply the update till these issues are fixed. I'm running w7 x64....

[Craigcve]

I am new to this community. First of all I want to thank all who contribute here to help peeple like me who just want to use my systems, not troubleshoot them.  I have reviewed posts in this thread since last night, when I stumbled upon this forum through a Google search and after hours of trying to troubleshoot my notebook that was previously running like a top.  I notice AllenM that you post quite regularIy and I thank you for that.  However I strongly disagree with what I consider to be any premature assessment of the number of affected users as being small.  I keep my stuff up to date, hardware and software, both for my company and my kids in University and I use Norton/Symantec products.  I do not have the time or inclination to be testing for Norton.  How many users out there buy Norton products to protect them while they use their computers and who don't even know about this forum?  I suspect this tale has yet to be told, perhaps more will come to light when these users approach computer repair shops for help with a problem that should never have happened.  I have Norton products on all of our machines, because I believe Norton is the best solution.  However, I must speak out where anyone downplays the significance of this situation because there are not that many posts to this thread.  Were it not for posts implying there are not many affected users I would not have even replied, I would have watched and waited for a solution.

Norton, please get this thing fixed so those of us who use our systems to do our regular work can get back to work.  I reply to this post on another machine as my 2 month old top of the line notebook attempts to load Outlook for the last ten minutes, hanging on the Norton add-in... then of course I can't shut it down unless I use the power button and Explorer hangs and freezes.....  I know I'm venting and I apologize for the lengthy post but "not many affected"???... we don't even know that yet.  Thank you for the opportunity to post.  My first machine to "go down" was a Win 7 Pro 64 bit machine.

[AllenM Norton Fighter]

Hi Craigcve,

I understand this problem is catastrophic for those affected. I had the problem on my desktop as well but both of my laptops are having no problems with 18.5.

As stated in Symantec's announcement, they do closely monitor their telemetry and the forums here for problems after an update and I am confident they will do the right thing based upon that information.

I would suggest that you add your voice to the following Idea which speaks directly to this kind of problem. The more users who support the idea the more likely it will be implemented at some point.

http://community.norton.com/t5/Norton-Product-Ideas/NIS-Allow-customers-the-option-not-to-auto-patch...

Best wishes.

Allen

[floplot Norton Fighter]

Hello Craigcve

Welcome to the Norton Community Forum

I'm sorry that your first post here had to be brought about by this problem with the latest patch. Symantec is working to fix this problem and if you are willing to help Symantec, it would help to get a fix quicker if you could provide a dump and log file to Symantec.. Of course you don't have to do this, but it would help. Thanks.

As Tim has requested earlier in this thread

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12-10-2010 08:59 PM

All, 

Any of you with Windows Vista or Windows 7 that want to help us research this issue, we need some ccSvcHst.exe dump files and logs to be able to find out what's causing this issue. 

Once your product stops functioning, launch Task Manager and click on "Show Processes from All Users", and then right click on both ccSvcHst.exe processes and Create a Dump File. The Norton Product MUST be locked up when you do this for the information in the dump file to be what we're looking for. 

Once you have this, send me a Private Message and I'll let you know where to upload i

Cheers,
Tim Lopez
Norton Forums Administrator
Symantec Corporation

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[Tim_Lopez Administrator]

All,

If you're having the lockup problems and are willing to help, we could use some logs and crash dumps to help us research this.

You do not need to turn off Automatic LiveUpdate within 18.1. The 18.5 patch will not download at this time.

If you need to download the older build, you can do so at:

http://www.norton.com/nis11 or

http://www.norton.com/nav11

We're currently investigating these issues and will update the announcement when we have more information. 

[AllenM Norton Fighter]

Hi Tim,

My logs are on the way.

Thanks very much.
Allen

[Juben]

OS: Windows 7 64 bit 

processor 9300 quad core

8 gb ram

NIS 2011

I updated to 18.5.0.125 from i think 18.1. i want to say a week ago and my laptop ever since takes 20 minutes to shutdown locks up on IE8 and firefox. Where i physically have to hold the power button in order to shutdown. I used the removal tool and my pc works like clock work with no NIS 2011. Reinstall NIS 2011 and it runs painfully slow and the computer just freezes and lags and normally I have to shutdown manually.

[floplot Norton Fighter]

Hello Juben

Welcome to the Norton Community.

If you were having these problems a week ago, then it's not from the recent new patch as that just started being rolled out in a phased in manner on 12/9. If you are having problems with NIS 2011 with just the 18.1 update, then you are having a different problem and you should post in a new thread,

I will ask a mod to move your post to a new thread. Thanks.