01-25-2010 05:07 PM
We're investigating this issue. We'll let any of you know if we need any more information.
Thanks to all of you who have provided us with information. I'll let you know when we have an update to share.
Thanks for your patience!
01-25-2010 06:35 PM
I am attempting to work with Symantec in order to help isolate the Root Cause of this problem.
Please do not attempt a uninstall and reinstall, since that will not create a curative solution.
What I would suggest is using the SymNRA tool, as Vineeth has suggested to produce the logs and send them, which might have information critical to the solution.
What you can do for now, is reboot until everything works (if you can) and leave the system in that state.
- NIS 2009 • NIS 2010 -
Windows XP • Vista • 7 • IE 8
01-25-2010 09:08 PM
I just managed to make the NIS icon disappear (and apparently crash part of NIS) many hours after the computer was booted.
I clicked on "Application Ratings" to bring up the Norton Insight - Application Ratings window.
I changed the drop down to select "Startup items" and click on a file named "nwiz.exe" which is a NVIDIA video card wizard utility.
I choose set the file to "User Trusted". It seemed to hang so I checked CPU usage with Task Manager,
a ccsvchst.exe occurance was using 50% of the CPU. I right-clicked "Norton Insight -Application Ratings" in the tTask Bar and clicked "Close". The window closed and then the NIS icon disappeared from the system tray.
I had to reboot twice to get NIS to startup properly.
As i repeated the steps to document the sequence of events for this message, just clicking on the nwiz.exe file name to check the trust setting and clicking OK (I think that was the button) -- ccsvchst.exe is again using 50% of CPU and the Application Ratings window is hung up. I believe it will act the same as the previous result when I close it.
Also - the XP Events Logs show no errors...
Windows XP Pro SP3
01-25-2010 09:19 PM - edited 01-25-2010 09:32 PM
A new twist...
After closing the Appication Ratings window, the CPU utilization returned to normal but I clicked the "Cards & Logins" dropdown in the IE8 Norton toolbar. I then selected Manage and then Setttings.
A window popped up with the following info and steps on how to Restart, Save the Product Key and download the Norton Removal tool...
Error: "3040,40028" after I install my Norton 2010 product
P.S. After rebooting and checking the NIS History log, I found two errors:
"Norton Internet Security has encountered an internal program error"
Error ID 40028
Module ID 3040
Error Code 0x80010108
Windows XP Pro SP3
01-25-2010 11:41 PM
My father told me on his xp sp3 pro notebook he had a problem with the nis 2010 patch 17.5. He told me today 1/26/10 that on Sunday Night he sent Norton the info about the problems that he had. He was talking to a Norton Tech online!!!! I hope this helps out.
01-26-2010 10:16 AM
<< ... click on a file named "nwiz.exe" which is a NVIDIA video card wizard utility. >>
That's not the first I've heard of NVidia files causing problems, not necessarily with Norton but with Windows.
Could be worth checking for updates.
01-26-2010 10:36 AM
For right now, please wait for us to contact you if we require logs. Sending anonymous logs through the log tool will not allow us to track down the specific issue you have with the logs submitted. We will contact you with further information if we require it. Please know we're working hard on researching and resolving this issue.
If you've already been contacted via PM ( icon at the top-right corner of these forums), please let us know if you'll be able to assist, or follow up with us with any information that you have.
In some cases, an Uninstall / Reinstall has seemed to correct this issue. However, this may not be a solution for all users.
Thanks for your patience!
01-26-2010 03:22 PM
I was using my computer earlier when a message came up saying something like: "Norton Framework services has encountered an error and needs to close: - it was the typical "send" "do not send" message.
Ever since then, the Norton Internet security logo/icon is missing from my system tray on the blue bar, and when I click on Norton Internet Security on my desktop, nothing opens or loads. I tried "insight scanning" a random file, and it still works, I just cannot open NIS to the see its main page.
What has happened? I have rebooted my computer and it has not fixed the problem.
If this helps: Windows Service Pack 3, Norton Internet Security 2010, Windows XP