Norton Internet Security / Norton AntiVirus

[sOulbAit]

This is my first post, so please excuse me if I go about this wrong but I will do my best. I also looked thru the forums for this problem and did not find it in other post, execpt for NIS2008.

About two weeks ago, I upgraded from NIS 2008 to NIS 2009. I used the Norton removal tool. Everything seemed to work fine for about 4 days then I stared to get this screen that says: Symantec Service Framework Stopped Working and was Closed. After I get this screen, I can no longer retrieve mail using Microsoft Outlook and I can no longer bring up the NIS control screen. They only way to correct this is to reboot and all works fine until the problem screen comes up again.

I have notified tec support and have had two tec's access my computer to gather information and files. They both did a NIS 2009 reinstall and it did not help. They said they would have a fix for this problem within 48 hours but I have not seen anything yet. When I do a search on Symantec support page I get this: http://www.symantec.com/norton/support/kb/web_view.jsp?wv_type=public_web&docurl=20080915161621EN&ln...   Basicly contact support for this problem.

I am running Vista sp1 64 bit, 8 gigs of ram and this is a new computer bought about a month ago. No major changes.

Here is when I get this problem: After NIS 2009 enters the 10 minute idle mode, it begins its background updates and checks. (I can watch this by opening up the CPU Usage screen). It will do most of the checks but when It gets to the one that says: Norton Insight Scan, it just keeps doing that scan untill I get the error message. It never completes the scan. I can reboot and do it again and the same think happens again. It always does it on this one scan, not the others. This scan has gone from 3 minutes to over 8 minutes before I get the error message. I have two other computers that it works fine on and the longest time it takes to compleat this scan on the other two computers is about 1 to 2 minutes and completes with no problem.

Has anyone else been having this problem or does anyone know more about this problem?

If more info is needed, please let me know and I will try to help out.

Thank you very much.

sOulbAit

[MikeO]

sOulbAit,

I've sent you a Private Message with instructions on how to gather a little more info about this issue - look for the  in the upper-right corner of the page.

Thanks,

Mike

Message Edited by MikeO on 09-29-2008 09:21 AM

[danariel]

I  have the same problem - but I am running XP SP3

After several unsuccessful trials with support - just removing and reinstalling Nis 2009 - I went back to NIs 2008

No problems

Is really dissapointing - both the performance of NIS 2009 and the level of support

[shutterbug]

Hi,

I have exactly the same problem as sOulbAit mention. The only difference is that i run a 32bit version of Windows Vista Ultimate.

It occured today, no issues before. The  "Symantec Service Framework Stopped Working" happens as soon as i start poping my e-mails via Outlook 2007.

Symantec staff, please PM me or send a public respons in this thread.

Many thanks in advance!

[MikeO]

sOulbAit,

I appreciate your patience and willingness to work with us.  The information you provided was extremely helpful.  The issue you've encountered has been fixed for the next maintenance release of NIS/NAV 2009.  At this time, however, I cannot provide any specific dates for the release.

Regards,

Mike

[MikeO]

shutterbug, danariel,

In order to isolate the exact cause of the problem you have encountered, can you please perform the following steps.  Note this applies to Windows Vista only.

1) Open Control Panel, click on "System and Maintenance", then on "Problem Reports and Solutions"

2) Find any instances of "Symantec Service Framework" in the list

3) Double click an entry

3) At the bottom left corner, there is a link that says "Copy to Clipboard" - click this link.

4) Send me a "Private Message", and paste the details into the body of the message.

Thanks,

Mike

[sOulbAit]

Hi MikeO:

Thank you very much. I will reinstall NIS2008 until the next release is issued. Will I know (by an email or message) when it is going to be release or should I check back here in the forums? Or on the download site and notice a change in the downloadable .exe file name?

Thanks again. Yall are great. :)

sOulbAit

[danariel]

Thanks MikeO

However I am running XP Sp3

Also I have reverted back to NIS 2008 - works perfectly

I would like to know when this fix will be released so I can reinstall Nis 2009

Dan

[Tony_Weiss Administrator]

When the update has been released for Norton Internet Security 2009, we will be posting a thread to this board with the update information. As MikeO has stated, we cannot provide specific dates of product updates. We are working to get this released as soon as possible, and we are testing the update to ensure that it resolves issues as well as not causing others. Thank you for your patience as we continue to test this update.

[jmcmann]

I'm in the same boat as Danariel - running XP w/ SP3. 

Other than that - same exact problem as original poster.

Mike0 or others - anything you're looking for on our end or do you have all the info you need at this point?

Thanks,

- Joe