06-05-2009 07:51 AM
My HP AMD-based quad-core computer has suddenly started having blue screen crashes at random, and the core dump reads "SYMEFA64.sys" with a lot of garbledegook before it reboots. I've looked at the error log, too, and the common element I've found is some mysterious "SRTSP" in the logs.
I am running Windows Vista 64-bit SP 1 with Norton Internet Security. During one reboot, the Live update wanted me to keep rebooting the computer until the problem was 'fixed', but it still keeps crashing at random- always with the same error. I do not know if I have any sort of virus, because it keeps crashing when I try to scan, too.
How can I fix this? I saw nothing on the boards about this particular problem. Do I need to reinstall Norton, or just find another product and start from scratch? Will I need to reinstall the OS, also? Please advise ASAP- I really need to get my computer stable again.
06-05-2009 08:21 AM
Thank you for your reply: I will do that this evening and report back. (It's my home computer.)
I was on the phone last night with HP support trying to figure this out, and we concluded that the hardware is fine. I tossed it out to my 'brain-cloud' and someone noted it was connected to symentec/norton.
06-05-2009 08:27 AM
You did not say what version of NIS you are running but my educated guess would say 2009 either v18.104.22.168 or v22.214.171.124.7.
This sounds as if the upgrade / update from v126.96.36.199 to v188.8.131.52/135 is getting stuck. If you go to Program Files\ Norton Internet Security\ Engine what directories are there and does that number match the Help&Support > About version number?
If you find there are more than one Engine subdirectory or the version numbers do not match, then the best thing to do is skip the Live Update upgrade process and just download the latest build from here , uninstall the current NIS2009 and install the version you just downloaded.
Let us know how this works for you.
06-05-2009 08:38 AM
06-05-2009 08:48 AM
If you need the removal tool to clean everything out .......um ...... here's the whole routine with links. One thing to note is that when you clean out the old installation, go through your system and clean the %temp% directory of files and delete all Norton / Symantec folders leftover from the cleanup (provided you have no other Norton products installed) . We are here 24 / 7 if you need help (well, not me personally but you get the idea) .
1) Copy your Norton key for safe keeping just in case you need it. You should not need this but it is better to have the key on hand than to need it and not have ready access to the key. You can find a copy of your currently installed key in My Documents\Symantec\Norton Internet Security_Key.txt.
2) Download the Norton Removal Tool from this link. Norton Removal Tool Choose the NIS2009 link and download the Norton Removal Tool (NRT) to your desktop. Directions are on the link page.
3) Download the latest version of NIS2009 from this link. Reinstall After Removal Choose the 'I have Norton Internet Security 2006 or later' link on this page. On the next page you can download the latest NIS2009 installation software. Save this file to your desktop also.
4) Disconnect from the Internet until your system needs the connection later in the process.
5) Go to START > Norton Internet Security > Uninstall and let NIS2009 uninstall itself. It will want to reboot the machine. Let it.
6) During the booting of your system, go to Safe Mode by tapping the F8 key until the Advanced Options menu is shown. Choose the Safe Mode option (no network or command prompt).
7) In Safe Mode, run the NRT tool. When the tool is finished, click on the Reboot to restart your system.
NOTE: DELETE ANY LEFTOVER FILES HERE AS NOTED IN FIRST PARAGRAPH ABOVE! THANKS.
8) Let Windows boot into normal mode now.
9) Install NIS2009 by double clicking the file you downloaded and saved to your desktop in step 3.
10) When the installation asks for your key or says activating your product, reconnect to the internet then (plug your cable in or turn on the wireless card). [Note: The installation may not ask for your key and activate by using the previous key on the system. Your system will still need to connect to the internet at this point so updated definitions can be downloaded.]
11) Run the Live Update process manually until Live Update reports that there are no more updates to download, NIS2009 is fully up to date.
12) Reboot your system now to insure that any components updated during step 11 are loaded properly.
13) See if your error is fixed now.
Report back here with how this works for you.
06-06-2009 12:15 PM
Thank you for the detailed instructions. I ran Live Update last night, and the machine appeared to be stable, but crashed again today. I noted that it did so right after an incremental update. So, I went and followed your directions, uninstalled NIS, cleaned the temp files, etc, reinstalled per instructions, and ran update and rebooted until it said no updates were needed.
Now, it's a waiting game. Will the next incremental crash my system? I sincerely hope not. I note that my sidebar now has a pretty new indicator from Norton that it did not have before- hopefully this means that it will behave itself.
I'll wait for it to run some incrementals without crashing before I declare this problem solved- but at least I know what the source is, and if I need to do important things, I can turn off the updater until I get the task finished. Pain in the butt, true, but so is finding a stable and reliable firewall/av package that won't bog down my system.
Thanks again for your time and assistance. I'll pop back by Monday with the results.
06-06-2009 12:40 PM
Thanks for the feedback on the results so far. You should have had some incremental updates by now so this should be a good indication of the stability of the program for you. Also, I noticed you added that the Sidebar gadget is now viewable; this is another good indication that the problems you were having were due to a "stuck" automatic upgrade via Live Update.
Keeps us informed as to the progress. Help is here around the clock.
06-08-2009 09:09 AM