Norton Internet Security / Norton AntiVirus

[peterp1958]

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clay9477 wrote:

I use to have this on problem on Vista. I have also posted my problem last time on Norton. You can visit it here for the solution. However, the problem can only be solved for Vista or Windows 7.

This is the post http://community.norton.com/t5/Norton-Internet-Security-Norton/Norton-Internet-Security-2010-Notific...

And also, you can visit Microsoft directly to solve this issue.

http://support.microsoft.com/kb/945011

Hope this help some of the Vista and Windows 7 user.

(I do know that the problem here is with regard to XP SP3 and this is meant to help other users of Vista and Windows 7 and it is not spam.)

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This response does not  deliver the solution fro the problem I have been having.  I have previously reviewed.  The Icon has not gone missing at boot up but rather at recovery from sleep mode or when switching user.  As per this thread the icon is not just missing but the user interface will not respond.  I remain convinced that there is a problem that is not XP sp3 specific (I manage 4 XP sp3 PC's with no issues). 

[Plankton]

Hi Mark_Kratzer:

Could you do me a small favor?

Please turn off Tamper Protection in NIS (select Permanently) and reboot twice.

Does the problem remain or disappear on the affected systems?

When complete, reinstate Tamper Protection.

Kindly advise. Thanks.

[Mark_Kratzer]

Plankton,

I would have been happy to oblige you if I was on 17.5.0.127.  However, I rolled back to 17.1.0.19 almost a week ago.  Although your request is trivial to exercise, the time involved in making a new checkpoint image and rolling back after the test is not.

I've made the decision to stay on 17.1.0.19 doing manual AV def updates daily until Symantec reports having fixed the problem and others independently confirm that.

In general, I prefer not to be on the bleeding edge or beta test, but Symantec left me no choice when they architected NIS such the streaming definition updates and software updates are bundled together such that the each cannot be independently disabled (streaming).  I would prefer to lag a bit on software updates so that I can let other adventurous souls walk point.

However, thanks for thinking of me.  I wish you luck in your investigations.

[Plankton]

Hi Mark_Kratzer:

Understood. No problem!

[reese_anschultz]

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peterp1958 wrote:

This response does not  deliver the solution fro the problem I have been having.  I have previously reviewed.  The Icon has not gone missing at boot up but rather at recovery from sleep mode or when switching user.  As per this thread the icon is not just missing but the user interface will not respond.  I remain convinced that there is a problem that is not XP sp3 specific (I manage 4 XP sp3 PC's with no issues). 

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This thread is getting fairly confusing but I believe it primarily concerns a missing tray icon after start-up. Secondary on this thread is the icon disappearing arbitrarily after start-up. Your symptom is even more specific and related to specific events. It would probably be best brought up in a seperate thread so that it can get the proper focus. One question that I do have for you, though, if you look in the Security History choose to Show: Errors, is anything listed, especially around the time that you've seen this problem? If so, can you provide the event id and any other information that is available?

[Tim]

Hello everyone,

Thank you for being patient with us while we have continued to research this issue. We've yet to reproduce this issue in-house. We have tried various hardware configurations with Windows XP SP3 and have yet to see the same issue everyone else is seeing. This is why we have worked closely with some of you to gather logs and dump files. 

We have some good news! We have found the solution for one of the dump files that was provided to us. However before we make the appropriate changes, we want to make sure that everyone experiencing this issue has the same root cause. Just like there can be many health reasons why you would have a temperature of 104, there are many reasons why you could be experiencing the same issue (although its likely they are all related to the same root cause).

In order to ensure that it is the same root cause, we need to gather a few more dumps from users that have not yet sent a dump file to anyone here from Symantec who has requested it. The sooner we get these dumps, the sooner we can be assured we're fixing the problem for everyone on this thread having this issue that we can’t reproduce in-house.

Here is how you can help us-

Disable Norton Product Tamper Protection:

If you are in a session where the tray icon did actually load , Shutoff Norton Product Tamper Protection before the problem happens. This can be done in Settings > Miscellaneous Settings. You should shut off Norton Product Tamper Protection PERMANENTLY.

If you are not in a session where the tray icon loaded, please reboot until the tray icon loads. If it doesn't load, please uninstall 17.5, download NIS from http://www.norton.com/nis10 to install 17.1, disable Norton Product Tamper Protection PERMANENTLY, and then run LiveUpdate to update to 17.5.

Gathering logs:

1) Visit the below site:

http://www.symantec.com/norton/support/kb/web_view.jsp?wv_type=public_web&docurl=20080507162141EN

2) Make one change to the steps listed:

Step 2.6: Check all the advanced options

3) While logs are being gathered, perform the steps below to reproduce and gather a dump file of the ccSvcHst.exe processes (both of them).

Gathering dumps:

1) Install Debugging Tools for Windows:

    a) http://www.microsoft.com/whdc/devtools/debugging/installx86.mspx , download and install the most recent program, doing a COMPLETE install.

    b) Locate ntsd.exe. (probably in "C:\Program Files\Debugging Tools for Windows")

    c) Launch command prompt.

    d) Switch to directory containing ntsd.exe in command prompt.

    e) Leave the command prompt open for the duration; you will be entering a command in this window to obtain the dump.

2) Locate ccSvcHst.exe:

    a) Launch Task Manager. (CTRL+SHIFT+ESC)

    b) Select the Processes tab.

    c) Click show processes from all users.Check the box for PID and click OK.

    d) Wait for or re-create hung process.

    e) Write down PID of ccSvcHst.

3) Create dump of ccsvchst from the command prompt (it will take a long time to create the dump). Type all of the below, replacing [PID] with the PID number you wrote down:

        ntsd.exe -p [PID] -c ".dump /mfh c:\ccSvcHst.dmp; .detach; q" 

4) IMPORTANT: turn back on SymProtect Tamper Protection when the dump is finished being created.

5) Compress the dump files.

After you have gathered the dump files, you can complete the process on the Norton Report Assistance by clicking Finish. It may show the same window as shown when you first launched the logging tool. Complete the wizard again with the same options you used, and it will gather more information and then let you know where the logs are.

Once you have the logs AND the dumps compressed and ready to upload, please send me a Private Message and I will send you the location on where to upload them. It is important that we get the dump files AND logs, so we can be assured it's the same issue for everyone. Sending just one or the other will not be sufficient enough.

We'll continue to try to reproduce this issue here. However, sending in this information will help expedite a fix.

Thank you everyone for your patience and assistance in resolving this issue!

[sihay]

Evening I am new to this forum mainly because unlike so many internet programs I have had in the past NIS 2010 just works, until now!

I am pleased that I am not alone with this problem.

A few weeks ago I noticed that the icon was missing from the notification bar and nothing happened when I clicked on the NIS icon on the desktop.

I contacted norton technical support who took over my machine and uninstalled and reinstalled it and all seemed to work as it should. Yesterday I noticed that the icon was missing, I rebootted and it was back but this today even with a restart there is no icon and nothing happens if you click on the icon.

On restart the CCsvrhst was not running

I was anticipating another few hours sitting in front of the screen whilst it was uninstalled and reinstalled but having read this thread it does not seem to be worth it.

I think that something is working though as a virus scan is running but it doesn't give much comfort that its working as it should.

I am using xp media centre edition with sp2. I am running the same os and NIS on a laptop without any problem, so far.

Not sure if there is significance in the fact I am running xp sp2 so thought I would post.

[Plankton]

Hi sihay:

There are other posts from Members using XP, SP2, so you are not alone.

Hope this helps.

[peterp1958]

Not sure how to start a new thread - I have now gone over 2 weeks since I reinstalled NIS2010 (after completely removing the old version).  My issue appears similar to all other threads on this issue.  The icon disappears for and the user inerface will not open although NIS appears to be running normally.   No point looking at the log files due to complete removal and reinstall. 

[rlsanders]

Hi All,

I think I've found something major.  I have Windows DEP (Data Execution Prevention) turned on.  I added ccSvcHst.exe to the DEP exclusion list, and now the startup problem appears to be gone.  (I've made it through 15 successful reboots in a row--never got past 6 previously.)

Of course it's still always possible it's a coincidence.  I'd like to see if you can corroborate my finding.  If you're experiencing the problem, please do the following (this assumes you're using Windows XP SP2 or SP3):

Open your "System" control panel.  Click on the "Advanced" tab.  Click on the Performance/Settings Button.  Click on the "Data Execution Prevention" tab.

The first piece of information I'd like you to report: Which of the following do you have selected: "Turn on DEP for essential Windows programs and services only", or "Turn on DEP for all programs and services except those I select".  My guess is that you have the second one selected.  (It's remotely possible Windows considers NIS an "essential Windows service", in which case you could have the first one selected and still be experiencing the problem.)

Regardless, make sure the second choice is checked, and then go ahead and add the NIS services to the exclusion list.  To do this, click the "Add..." button, and then navigate to ccSvcHst.exe.  You'll probably find it in "C:\Program Files\Norton Internet Security\Engine\17.5.0.127".  Select it and click "Open".  You should now see an entry called "Symantec Service Framework" in the list of DEP exclusion choices.  Make sure it's checked, and then click "OK".  This takes you back to the "System Properties" dialog.  Click "OK" there as well.

If your experience is the same as mine, you'll now no longer experience the missing NIS icon (and all the stuff that goes with it) problem on startup.  Please try this and report back.  It's important that you corroborate it (or not).

Thanks.