Norton Internet Security / Norton AntiVirus

[AME41]

Hi

Can anyone help me please?

Each time I try to print off a document I receive a Problem Report stating "Norton Antivirus plug-in has stopped working properly".

I am continually having this problem and am unable to print. The printer is showing numerous documents waiting to print but I can't get them off.

I look forward to your help.

[yogesh_mohan]

Which Norton program(Name and version) do you use? You can find the information from Help & Support > About.

Try disabling the Microsoft Office Plug-in from the AutoProtect settings and check whether the issue persists.

[AME41]

Sorry for sounding like a complete idiot but I am not very computer literate. How do I disable the Plug in from the autoprotect settings? Is it via Norton Internet security?

My version of Norton  is 16.5.0.135

Thank you for your help so far.

[yogesh_mohan]

1. Start Norton Internet Security.
2. In the Computer pane, click Settings.
3. Under Computer Scans, click on the slider near Microsoft Office Automatic Scan to turn off.
4. Click Apply > Ok.

[AME41]

hello

Thanks for replying.

I have followed your instruction and found that the Microsoft Office Automatic Scan was already turned off.

Can you suggest another solution please?

[yogesh_mohan]

Do you had any previous versions of Norton program installed on your computer?

When you have installed this new version of Norton - 2009 version?

Try the following steps and let me know the results.

Disable the Tamper Protection

1. Start Norton program.
2. In the Computer pane, click Settings.
3. Click Miscellaneous Settings.
4. Under Product Security, click on the slider near Norton Product Tamper Protection to turn off.
5. Click Apply > Ok.

Search and delete the Office-Plugin file

1. Click Start > Search.
2. In the search box, type the following text:
officeav.dll
3. Click More advanced options and then check Search hidden files and folders and Search Subfolders.
4. Click Search. Wait for the search to finish—it may take a minute or two to run.
5. Right-click officeav.dll file and select Delete.
6. In the confirmation window, click Yes.
7. Restart the computer.

[AME41]

Hello

Thanks again for replying.

I have followed the steps you have given me and restarted the computer. I have again tried to print from wordpad and again get a message "Spooler sub system App Stopped working and was closed. A problem caused the application to stop working correctly.Windows will notify you if a solution is available." I get this message a lot and so I went into Services- Printer spooler and restart via properties. I tried again to print and get the same message again about the spooler. Do you have any advice? I have reinstated the tamper on Norton to ON.

I look forward to your reply.

[dbrisendine Norton Fighter]

Try removing your printer from the system and reinstalling it.  Go to Start > Printers and select the one with the problem and right click on it, select delete.

Then disconnect the printer and reconnect it.  Windows should see the printer and reinstall the drivers (if the printer is directly attached).  If the printer is not directly attached to your computer, then use the Windows "Add a printer" wizzard to add the printer back to the system.

Let us know how this works.

[yogesh_mohan · Accepted solution]

The most common reason for the spooler to go down is when a bad driver gets installed. Temporarily deleting all of your printers & removing their drivers from the system should allow the spooler to become stable again. Then add/update them back one by one. Try the instructions from this Microsoft Article.

Message Edited by yogesh_mohan on 06-30-2009 01:11 AM

[AME41]

Thanks for your help with this, I really appreciate you taking the time to reply and for your patience..

 I run the spooler fix and it has printed out fine! excellent!

Thanks again.