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Kudos0

Norton 360 Crashes While Scanning Adobe Premiere Pro CS3

Hi,

My post here has 2 purposes: 1) To give everyone a heads up that they may have issues with both Norton 360 and Adobe Premiere Pro CS3 installed and 2) To hopefully give the guys at Symantec a heads up that there is problem with their software.

Recently I found that I could no longer complete a system scan with Norton 360 (version 2.3.0.9, running on Vista Ultimate) without it crashing with a "symantec service framework has stopped working" message.  The scan would then hang and never complete. 

After one of the crashes I noticed that in the status area it said it was scanning files in my Program Files\Adobe\Adobe Premiere Pro CS3 directory.  Upon seeing that I decided to try running the full scan again a few more times.  Well sure enough every time it got to the Program Files\Adobe\Adobe Premiere Pro CS3 directory it would crash.  After this discovery I scanned each subdirectory in my Adobe Premiere Pro CS3 directory one at a time.  I finally tracked down the problem to the Adobe Premiere Pro CS3\MediaIO\presets\system\de_de directory.  EVERY file in that directory crashes Norton 360 when scanned.  All files are .VPR files and are used as presets in Premiere (such as Audio Download 32kbps RM8.vpr). 

Now I can probably safely delete these files easily enough as I do not use them (I believe they are meant for Germany), but I find it totally baffling that they are crashing Norton 360!  First of all while they are "VPR" files, they are actually just text files with xml in them.  But even more confusing is the fact that there are other nearly identical VPR files in other folders that DON'T CRASH Norton 360 (such as the ones in Adobe Premiere Pro CS3\MediaIO\presets\system\en_us).  Only the files in Adobe Premiere Pro CS3\MediaIO\presets\system\de_de crash it.  

I myself will just delete the offending files, but really I shouldn't have to.  Hopefully somebody at Symantec will see this post and fix it in the near future.

-BC 

Replies

Kudos0

Re: Norton 360 Crashes While Scanning Adobe Premiere Pro CS3

Hi,

My post here has 2 purposes: 1) To give everyone a heads up that they may have issues with both Norton 360 and Adobe Premiere Pro CS3 installed and 2) To hopefully give the guys at Symantec a heads up that there is problem with their software.

Recently I found that I could no longer complete a system scan with Norton 360 (version 2.3.0.9, running on Vista Ultimate) without it crashing with a "symantec service framework has stopped working" message.  The scan would then hang and never complete. 

After one of the crashes I noticed that in the status area it said it was scanning files in my Program Files\Adobe\Adobe Premiere Pro CS3 directory.  Upon seeing that I decided to try running the full scan again a few more times.  Well sure enough every time it got to the Program Files\Adobe\Adobe Premiere Pro CS3 directory it would crash.  After this discovery I scanned each subdirectory in my Adobe Premiere Pro CS3 directory one at a time.  I finally tracked down the problem to the Adobe Premiere Pro CS3\MediaIO\presets\system\de_de directory.  EVERY file in that directory crashes Norton 360 when scanned.  All files are .VPR files and are used as presets in Premiere (such as Audio Download 32kbps RM8.vpr). 

Now I can probably safely delete these files easily enough as I do not use them (I believe they are meant for Germany), but I find it totally baffling that they are crashing Norton 360!  First of all while they are "VPR" files, they are actually just text files with xml in them.  But even more confusing is the fact that there are other nearly identical VPR files in other folders that DON'T CRASH Norton 360 (such as the ones in Adobe Premiere Pro CS3\MediaIO\presets\system\en_us).  Only the files in Adobe Premiere Pro CS3\MediaIO\presets\system\de_de crash it.  

I myself will just delete the offending files, but really I shouldn't have to.  Hopefully somebody at Symantec will see this post and fix it in the near future.

-BC 

Kudos0

Re: Norton 360 Crashes While Scanning Adobe Premiere Pro CS3

Hi BC,

I'm sorry to hear about the scanning problems, but I'm glad that you brought them here. I'm working on log and crash dump gathering to help isolate the problem. Here's how you can help.

Use the following information to create a set of Symantec debug logs (use all three advanced options):

Title: 'Sending log file information to Symantec Technical Support'
Document ID: 2006071711255039
> Web URL: http://service1.symantec.com/SUPPORT/tsgeninfo.nsf/docid/2006071711255039?Open&src=w

Gather up some a crash dump - it's relatively painless on Vista - instructions are located here.

Drop me a forum mail when you have them and I'll give you some instructions on where to upload them to.

Thanks again for your help!

 Matt

:

Kudos0

Re: Norton 360 Crashes While Scanning Adobe Premiere Pro CS3

I've had very similar problems to yours.

Sometimes, Norton is just incapable of scanning a certain file.   In my case, there were 2 files which norton was incapable of scanning, each time showing the framework stopped working error.

In my case, norton was crashing on a civ patch and a cached IE7 .css file .   I deleted both, and, presto, scans work OK.

Norton sometimes just cannot scan a file without crashing. 

I've been through the norton support process so many times, I cannot be bothered with it any more. They often tell you to reinstall Norton and run some tools, but then you might exceed your activation quota when reinstalling.  Then you go through a new set of problems trying to get your legally purchased software activated. Once you've jumped through hoops and performed like a trained seal you find the error is still there.  

Kudos0

Re: Norton 360 Crashes While Scanning Adobe Premiere Pro CS3

I would recommend following the previous steps listed by Matt_Phillips in gather logs for this issue. Thanks!
Tony Weiss | Norton Forums Global Community Manager | Symantec Corporation

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