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Kudos3 Stats

LONG STORY: Norton BSOD me when I use Truecrypt

Posted: 13-Dec-2014 | 6:41PM · 440 Replies ·

I've had Norton and Truecrypt together for about a week now and they worked together fine, they both stayed out of each others way.. Yesterday, that changed. No, it might of even started the day before yesterday. Allow me to start there since it might help find out the issue. So, on that day, I downloaded a file, Norton flagged it(WS.Reputation.1) and removed it, I disabled Norton and downloaded it again thinking Norton made a mistake, ran it on VirusTotal.com, and 7 anti-virus programs detected danger(most of them called it a Trojan).and the file stopped being read after  the 7th positive detection. So I deleted it, ran Norton immediately, downloaded and ran Malwarebytes and they both showed no Trogan on the computer. My computer started showing symptoms of a Trojan(slowing down, not being slow to load websites, etc) this was while Norton was doing a full system scan. After the scan came up clean, file thumbnails soon started going blank(they had a blank page icon) and some even vanished all together, like Recycle Bins. Even my Chrome browser stopped loading, it wouldn't even load the settings page. So, I panicked, restarted the system, logged back on and guess what? Norton was gone. It failed to start and wouldn't respond to my request to run. It was showing up on Task manager's list of programs running but not on the list of active programs. 8 or so minutes later, just as I am about to restart, Norton suddenly ran an autofix. Then I restarted.again and everything was back to normal.

Forward to a day later, I try and mount a PNP Truecrypt folder to view a few documents before I leave overseas, and just as I opened the mounted folder and started to scroll, I got a BSOD. The error said "PNP_DETECTED_FATAL_ERROR." I thought it was just a weird mistake, so I logged on, and tried again...same error. I then fitted with the settings and tried to get my files out of that Mount but everytime I even tried to move a file an inch, I got the BSOD. I couldn't open the folder after mounting because I'd get a BSOD. I got 8 of them before I gave up and ran a BSOD viewer. They all showed that the driver that caused it was either SRTSP64.SYS or BHDrvx64.sys and it originates in ntoskrnl.exe. The BSOD's also shared the same bug check code of 0x000000ca and parameter 1 of 00000000`00000002. 

I elected to then uninstall Norton, and remove the files. It worked, I got no BSOD. So I assumed the issue was over and mounted them again then installed Norton back.

Forward to today, I move the Mount to an old external(formally internal) HDD I found. I encrypted some space on that HDD and attempted to add my files over there to the external drive so I could bring them with me overseas. The moment the files touched that HDD, BSOD! She came back. Same error, same driver, same location. What do I have to do to get Norton to get along with Truecrypt short of uninstalling Norton for a refund? I don't want to do that since I really like Norton but this is getting annoying and I don't want my brand new computer to be damaged by repeated BSOD's. 

This desktop computer is only 1.5  weeks out the box, so it can't be the computer.

Labels: ,
Accepted Solution
Kudos7 Stats

Re: LONG STORY: Norton BSOD me when I use Truecrypt

Posted: 08-Apr-2015 | 4:58AM · Permalink

Hello,

I can see some of you have already received the patch and so far the feedback is positive. For more details, you can read the official announcement here.

I'm wanted to thank you all on behalf of the Norton team for your patience while we were working on this patch. All your feedback was welcomed and will certainly be taken into consideration while we continue to focus on the constant improvement of our services and products.

Finally, I wanted to extend a special thank you to those users who were supportive and understanding of my own interventions here. It certainly is very rewarding to interact with customers who are able to keep up a good and professional relationship with their points of contact regardless of the issues that they are facing.

Have a great day!

View Accepted Solution in Context

Replies

Kudos0

Re: LONG STORY: Norton BSOD me when I use Truecrypt

Posted: 04-Jan-2015 | 6:25PM · Permalink

While we wait to see if Norton does in fact have a fix coming, I have an extra question:

If I was to fully encrypt my HDD(the one with Norton on it), would I be unable to use the HDD at all? Would Norton pretty much make it impossible for me to use the HDD?

Lolicon, are you going to encrypt a single device or encrypt your computer's HDD with OS (FDE = full disk encryption)?

If its about FDE, I can tell you that I'm currently running FDE from TrueCrypt on one of my computers and another with FDE from Bitlocker, both with Norton Security. That with no problem, except for the problem we are adressing in this thread. With that said, I'm not gonna leave any guarantees for TrueCrypt or other programs. I would recommend Bitlocker instead. For safety concerns you may want to do it offline with Norton Security disabled/unistalled so it will not interfere with the encryption process.

Kudos0

Re: LONG STORY: Norton BSOD me when I use Truecrypt

Posted: 06-Jan-2015 | 8:03AM · Permalink

Well I tried encrypting parts of an external HDD I have but that causes the issue I posted about in this thread. I tried encrypting my flash drive using Folder Lock and that created the same issue(which means Truecrypt is not to blame for my issues), so the next thing I was considering was encrypting my entire INTERNAL drive, but I am too afraid I won't be able to use it if Norton is active.

A new thing I noticed is that I do not get a BSOD when I turn off Auto Protect under Anti Virus and all of SONAR. I keep the internet connected but keep those things off and I am able to freely use Truecrypt. I am tempted to try and narrow down the cause further by disabling only one of those things but I am too afraid to corrupt windows or my HDD sectors to try it, But at least I do not have to uninstall Norton just to use Truecrypt!

Kudos0

Re: LONG STORY: Norton BSOD me when I use Truecrypt

Posted: 06-Jan-2015 | 10:55AM · Permalink

Hello

This is just an idea I thought of. I know nothing about this problem. After reading your description of things, I wonder if you would be interested in stopping off at one of the free malware removal sites that we recommend. They can have you scan your computer with certain programs and they could tell if your computer is clean or if this is all symptoms of the True Crypt problem.


Please see this link for an up to date description of these sites plus the addition of a newly listed site formed by one of our successful malware remover users. The new site is listed first in this link.

https://community.norton.com/en/forums/malware-removal-forum-recommendations

Success always occurs in private and failure in full view. Windows 10 Pro 64 bit 2004 N 360 22.20.5.39 Chrome latest version.
Kudos0

Re: LONG STORY: Norton BSOD me when I use Truecrypt

Posted: 06-Jan-2015 | 2:30PM · Permalink

@ flo : Can you please flag this thread for an official updated response? That will be a great relief to the people facing the issue.
regards, CV | There is no ONE TOUCH KEY to security . Be alert and vigilant. . | Always have a Backup Plan!
Kudos0

Re: LONG STORY: Norton BSOD me when I use Truecrypt

Posted: 06-Jan-2015 | 2:44PM · Permalink

Hello

I shall try to do that...

Success always occurs in private and failure in full view. Windows 10 Pro 64 bit 2004 N 360 22.20.5.39 Chrome latest version.
Kudos0

Re: LONG STORY: Norton BSOD me when I use Truecrypt

Posted: 07-Jan-2015 | 12:57PM · Permalink

In my mind the problem would seem unlikely to be malware bc it is easily reproduced w just 2 variables:  Norton Antivirus "enabled" and startup of TrueCrypt. 100% replicable. I question the need to suspect another cause like malware. 

Kudos0

Re: LONG STORY: Norton BSOD me when I use Truecrypt

Posted: 07-Jan-2015 | 1:04PM · Permalink

Any updates on this?....please add me to the list. Thanks
Kudos0

Re: LONG STORY: Norton BSOD me when I use Truecrypt

Posted: 07-Jan-2015 | 3:20PM · Permalink

Hello

No updates yet. I just asked about it on Tuesday. 1/7/15

Success always occurs in private and failure in full view. Windows 10 Pro 64 bit 2004 N 360 22.20.5.39 Chrome latest version.
Kudos0

Re: LONG STORY: Norton BSOD me when I use Truecrypt

Posted: 08-Jan-2015 | 11:22AM · Permalink

floplot:

Hello

This is just an idea I thought of. I know nothing about this problem. After reading your description of things, I wonder if you would be interested in stopping off at one of the free malware removal sites that we recommend. They can have you scan your computer with certain programs and they could tell if your computer is clean or if this is all symptoms of the True Crypt problem.


Please see this link for an up to date description of these sites plus the addition of a newly listed site formed by one of our successful malware remover users. The new site is listed first in this link.

https://community.norton.com/en/forums/malware-removal-forum-recommendations

gb1962:

In my mind the problem would seem unlikely to be malware bc it is easily reproduced w just 2 variables:  Norton Antivirus "enabled" and startup of TrueCrypt. 100% replicable. I question the need to suspect another cause like malware. 

Hello floplot,

It's highly unlikely that malware is a reason for this problem. I would say a zero procent chance. That's because the issue started when "fixes" was fixed in the update to 22.1.0.9 and also the reproduction issue when Norton Security isn't installed, or if you use another antivirus program. Also that something with Norton Security's auto-protection is causing a conflict with virtual drives etc.

In my mind is the only way to fix this, a change in Norton Security's source code.

@snehansh_asuri

Any news or updates regarding the patch?

Kudos0

Re: LONG STORY: Norton BSOD me when I use Truecrypt

Posted: 15-Jan-2015 | 8:01AM · Permalink

add me to the list. I have tried downloading several encryption software. Windows 8.1 crashes with all of them .After disabling Norton no problems with encryption software Cryptainer for now. I hope Norton deliveres soon!!

Kudos0

Re: LONG STORY: Norton BSOD me when I use Truecrypt

Posted: 16-Jan-2015 | 1:58PM · Permalink

I too can be added to this long list of folks getting the BSOD when loading True Crypt.  I'm 'Truecrypting' files on multiple thumb drives.  When I try to open any of them on 3 different PCs, it always produces the BSOD.  By the way, I installed NS/BU 2015 on these 3 PCs two days ago (1/14/15).  Had I known about this problem, I'd have waited.  I guess the good news is, I've backed up all of my thumb drive data to a Bitlocker protected external HD.

Toyman

Kudos0

Re: LONG STORY: Norton BSOD me when I use Truecrypt

Posted: 17-Jan-2015 | 3:41AM · Permalink

The problem is still existing. As soon as I open STEGANOS V16 encryption software I get a blue screen with the pnp_detected_fatal_error message. In order to have my computer running again properly I need to do 2x a shut down and reboot sequence. With the Internetsecurity v14 or a disabled norton v15 everything works fine....

I've tried to contact the Symantec help desk: no answer since two weeks..

My understanding of customer satisfaction is somehow different...

Kudos0

Re: LONG STORY: Norton BSOD me when I use Truecrypt

Posted: 17-Jan-2015 | 5:32AM · Permalink

I don't think you need to do any re-booting, just Right Mouse Button on the Norton icon in the Systray and disable Norton for a period of time, once done, re-enable. Works for us.

Kudos0

Re: LONG STORY: Norton BSOD me when I use Truecrypt

Posted: 17-Jan-2015 | 6:16AM · Permalink

Yes, you are right! (Maybe I was wrong understood - excuse me, english is not my motherlanguage)

But, as soon as I open Steganos with activated Norton (sometimes I forget to close/shut down the Norton :-)) then immediately the blue screen with the PNP_... message appears.

In this case I have to do 2 (!) times a reboot sequence to get access to my keyboard - I don't know why...

After the second reboot, I have access to the keyboard and can type my password.

The only thing left to do is to rearrange all the icons on my startscreen, because they are now for whatever reasons completely puzzled... Consequence of the blue screen?

Thank you Symantec! :-)

Kudos0

Re: LONG STORY: Norton BSOD me when I use Truecrypt

Posted: 17-Jan-2015 | 7:09AM · Permalink

Ahh, yes, the h/w not working. We've got the same problem with our USB AC Wireless adapter. It is 'lost' and at first we had to do a POWER DOWN (real shutdown) to get it back as it didn't even appear in Device Manager after the BSOD. Later discovered that all we needed to do was unplug it and plug it in again and it came on-line.

We also had some programs lose their settings but luckily they had the ability to export and import settings in that specific program. Desktop too can get mangled, but there are programs that can help you here. I use http://www.softwareok.com/?Download=DesktopOK and it works well for situations like this.

Kudos2 Stats

Re: LONG STORY: Norton BSOD me when I use Truecrypt

Posted: 17-Jan-2015 | 9:16AM · Permalink

Hello guys,

I've got the same screen when I boot my pc, "Norton Security with backup" starts and I want to encrypt one of my devices. !BLUESCREEN! In the past I use "Norton Internet Security" and I dont habe any issues. After the upgrade to "Norton Security with backup" I have the issue on 3 different machines (Notebook, PC, Windows Tablet). Symantec Developers we need a solution.

We can use any other Security Software like Kaspersky and we dont have any issues. If I have to use other security solutions I am very unhappy because I am a customer since 2006 and dont have any issues before like that.

Developers: Please publish a patch so solve that problem.!. Its not a solution that the customer have to decrypt all of theit devices.

I dont like that screen every day I need my files. At the moment I have to disable "Antivirus-Auto-Protect" to work. I dont bought security software to disable them!

Kudos0

Re: LONG STORY: Norton BSOD me when I use Truecrypt

Posted: 17-Jan-2015 | 10:57AM · Permalink

I may be a little naïve, but before disabling Norton, I'd disconnect from my network to keep the bad guys out.  If that's not practical, another AV program may be called for.

Kudos0

Re: LONG STORY: Norton BSOD me when I use Truecrypt

Posted: 17-Jan-2015 | 11:37AM · Permalink

Hello Ludwig

Did you mention you are running version 15 of your Norton product? If you are, that is quite old. We are currently up to version 22.1.0.9 now. That's like 7 years old. What operating system and service pack and is it 32 or 64 bit? Is your subscription still current? What Norton product are you using.? Thanks.

Success always occurs in private and failure in full view. Windows 10 Pro 64 bit 2004 N 360 22.20.5.39 Chrome latest version.
Kudos0

Re: LONG STORY: Norton BSOD me when I use Truecrypt

Posted: 17-Jan-2015 | 12:59PM · Permalink

Toyman:

I may be a little naïve, but before disabling Norton, I'd disconnect from my network to keep the bad guys out.  If that's not practical, another AV program may be called for.

Yes. true. We're behind a router on the private LAN but also Windows takes over when NS is disabled (sometimes) it seems. Also depends on how long we've got it off as well. I have not tested turning off NS, then opening the problem program, MS Word, for instance and once open re-enabling NS. I guess I should do that? NS's F/W is left on though. That offers some protection and while NS A/V is off the internet isn't used.

Kudos0

Re: LONG STORY: Norton BSOD me when I use Truecrypt

Posted: 18-Jan-2015 | 1:37AM · Permalink

Thank you for your answer!

To be precise: I'm using Norton Version 22.1.0.9, which is the actual one for 2015, together with Windows 8.1 64bit and Steganos Safe V16 . The Notebooksystem, Norton and all the other software are kept "actual" to the best of my knowledge.

Interesting is: The blue screen failure occurs with the actual Norton only - with older versions (from 2014..) or with the deactivated Norton 22.1.0.9 everything works fine.

So I really have to deactivate the actual Norton each time before I am able to use the Steganos encryption software - this definitely was not my intention when I updated the former version of Norton Internet Security!

Best regards
 

Kudos0

Re: LONG STORY: Norton BSOD me when I use Truecrypt

Posted: 19-Jan-2015 | 10:56AM · Permalink

Can anyone check if you have the issue?
Before checking, make sure you have done manual live updates untill no more updates are found , restart and check.
There was an update to SRTSP files last day (18th according to IST)
Its pity that Norton /Symantec has not issued a update to this issue. Except last 6 replies, all were used by me to request for an official update on this issue. But all went into thin air...
regards, CV | There is no ONE TOUCH KEY to security . Be alert and vigilant. . | Always have a Backup Plan!
Kudos0

Re: LONG STORY: Norton BSOD me when I use Truecrypt

Posted: 19-Jan-2015 | 11:01AM · Permalink

Hello

Part of the problem is that this thread shows it is solved, so lack of Norton feedback perhaps.

Success always occurs in private and failure in full view. Windows 10 Pro 64 bit 2004 N 360 22.20.5.39 Chrome latest version.
Kudos1 Stats

Re: LONG STORY: Norton BSOD me when I use Truecrypt

Posted: 19-Jan-2015 | 11:22AM · Permalink

Dear Snehansh,

are there any news in the meantime when we might expect the solution of this issue?

I think a clear answer from Symantec is expected from the user community!

Best regards

Ludwig

Kudos0

Re: LONG STORY: Norton BSOD me when I use Truecrypt

Posted: 19-Jan-2015 | 12:14PM · Permalink

Hope that Symantec will give us an answer about status of this issue and it should be tag as not solved.

Windows 10 Pro, 64 bit.
Kudos0

Re: LONG STORY: Norton BSOD me when I use Truecrypt

Posted: 19-Jan-2015 | 12:31PM · Permalink

I have the exact same problem!

Upgraded my Norton 360 to Norton Security and now I can't run my TrueCrypt-encrypted folders and external hard drive without eliciting the PNP_DETECTED_FATAL_ERROR  BSOD when I try to use them.

As chance would have it I'd backed up C: before installing Windows Updates and upgrading 360 to NS. When I return to the saved drive image the TrueCrypt folders are fine. If I install the Windows updates for January the encrypted folders are fine, but remove 360 and install Norton Security and they crash the PC. Unless they're read-only or antivirus is off, of course.

As it happens my boot drive is encrypted with TrueCrypt too, and the PC works nicely. It seems that it's drives mounted within Windows that bring about the BSOD rather than system drive encryption.

Nice to see this resolved sooner rather than later. Very much sooner in fact.

All the best...

Kudos0

Re: LONG STORY: Norton BSOD me when I use Truecrypt

Posted: 19-Jan-2015 | 12:48PM · Permalink

I have described the problem in a review in the German language (and market) Amazon website, and that review definitely had been recognized. Perhaps, Symantec read Amazon reviews and react then. In addition to this, I will be going to check whether I will turn to some German security product (starting with "G" and ending with "data"), and to claim damages under EU laws, which provide for a statutory warranty for any item which is commercially sold, this including software, and which cannot be overthrown by any terms and conditions.

At least, I do not want to trust in a company which states something like "We provide best services, we do commit, and, if you have any issues, some arbitration might take place in California." Of course, this does not relate to Symantec. ;-)

Kudos0

Re: LONG STORY: Norton BSOD me when I use Truecrypt

Posted: 19-Jan-2015 | 1:18PM · Permalink

Since I have seen no change, I take back my solution accepted. I will give Norton until next week(the final week I can request a refund), before I will request a refund and move to another anti-virus program. I know of a few that have no reported conflicts with Truecrypt(AVG and Kaspersky). I would let it go since I could disable Norton Auto-protect and use Truecrypt, but recently it randomly turns itself back on while I use Truecrypt and BSOD's me.

Kudos0

Re: LONG STORY: Norton BSOD me when I use Truecrypt

Posted: 19-Jan-2015 | 1:46PM · Permalink

Hello all

I have placed a notice to Norton asking for some update to this thread.

Success always occurs in private and failure in full view. Windows 10 Pro 64 bit 2004 N 360 22.20.5.39 Chrome latest version.
Kudos1 Stats

Re: LONG STORY: Norton BSOD me when I use Truecrypt

Posted: 19-Jan-2015 | 2:32PM · Permalink

@Lolicon: With G-Data, which I now do use, I also have no issues at all.

Kudos0

Re: LONG STORY: Norton BSOD me when I use Truecrypt

Posted: 19-Jan-2015 | 3:19PM · Permalink

This was posted by Norton employee Snehansh on Dec 19.

All,

Thanks for the dumps and patience regarding this matter.

We have identified the issue and the solution. We will ship the solution as soon as we can.

In the meantime, can you try mounting truecrypt/veracrypt volumes in read only mode as a workaround.

Thanks,

Snehansh

Thirty days and no fix. Guess they will wait for next update cycle to include the fix.

Sure glad I stayed with NIS v21 for now. Would like to upgrade to NS v22 but not yet.

Jim

Kudos2 Stats

Re: LONG STORY: Norton BSOD me when I use Truecrypt

Posted: 19-Jan-2015 | 6:44PM · Permalink

I will not stop alerting them untill they kick me off... hi hi
regards, CV | There is no ONE TOUCH KEY to security . Be alert and vigilant. . | Always have a Backup Plan!
Kudos0

Re: LONG STORY: Norton BSOD me when I use Truecrypt

Posted: 20-Jan-2015 | 2:04AM · Permalink

Nikhil_CV:

I will not stop alerting them untill they kick me off... hi hi

Great Nikhil!

floplot:

Hello all

I have placed a notice to Norton asking for some update to this thread.

Lolicon:

Since I have seen no change, I take back my solution accepted. I will give Norton until next week(the final week I can request a refund), before I will request a refund and move to another anti-virus program. I know of a few that have no reported conflicts with Truecrypt(AVG and Kaspersky). I would let it go since I could disable Norton Auto-protect and use Truecrypt, but recently it randomly turns itself back on while I use Truecrypt and BSOD's me

Thank you, Floplot!

I was in contact with tech-support in my country (Sweden) in the beginning of January -15. At that time they did'nt even recognize any of this problem. I told them that one of their employees at this forum had responded with both an acknowledge about the problem and also that the fix was on its way. Gave them the link to this thread. A couple of days later, they still claimed to not been issued of this problem. They said that they could "temporarily" fix it, if they could do a remote desktop but never told me what kind of solution (Yes, I asked why). I guess it was the "read-only" work around. Bla bla bla. They gave me a link to TrueCrypt's website and said that I could look for help there, as if they was about to blame TC for this problem. I terminated the support case anyway since they were giving me some kind of non-essential support. It would be really nice if Symantec could issue this problem to all district and more important, launch the fix.

Kudos0

Re: LONG STORY: Norton BSOD me when I use Truecrypt

Posted: 20-Jan-2015 | 5:47AM · Permalink

Hi, installed Norton Security today and had the same problems (every time i opened a container in TrueCrypt, Windows 8.1 crashed with blue screen), so i found this thread here. I hope, Symantec fixes this bug very soon, because i can not work anymore on my office PC now! Really annoying, as NIS 2014 didn't have any problems. I deinstalled Norton for now and installed a 30d-Trial of another Virus Scanner (which works very well) to continue working but i hope for a fix soon (before the trial ends) or i have to buy this other Virusscanner and want my money back from Symantec...
Kudos0

Re: LONG STORY: Norton BSOD me when I use Truecrypt

Posted: 20-Jan-2015 | 8:34AM · Permalink

So based off everything I've read, some of Norton's staff recognizes this issue, some are still playing deaf and dumb, and some are blaming Truecrypt even though I used other encryption software like FOLDER LOCK, which is not a Truecrypt product, and faced the same issue....Looks like Norton and I will be parting ways then.

Kudos0

Re: LONG STORY: Norton BSOD me when I use Truecrypt

Posted: 20-Jan-2015 | 10:11AM · Permalink

Good to hear, that there are other security sollutions that are working.
I'm running more than 30 NS & NIS installations, and if there is not very soon
a sollution for this problem i have to switch to one of these.

... and yes, this is not the support i'm expecting ...

... but they are very quick to write me a mail to tell me that i have to change my avatar picture ...

Kudos0

Re: LONG STORY: Norton BSOD me when I use Truecrypt

Posted: 20-Jan-2015 | 1:13PM · Permalink

Hi I have now the same issue with my personal Computer. Truecrpt works fine before the Installation on Norton Security.

My version is 22.1.0.9 Norton Security with Backup
Windows 8.1 64bit
Language german

Kudos0

Re: LONG STORY: Norton BSOD me when I use Truecrypt

Posted: 21-Jan-2015 | 12:46AM · Permalink

the same issue for us (40 NIS on Win 8.1 Pro) after 22.1... damn!

Kudos1 Stats

Re: LONG STORY: Norton BSOD me when I use Truecrypt

Posted: 21-Jan-2015 | 8:54AM · Permalink

I just hat a chat with a support employee from Symantec about the blue screen issue using encryption software. He confirmed that this issue is known and explained: Encryption Software and Norton can not work together.

The employee confirmed that I'm allowed to spread this message here in the forum.

In the following discussion (I insisted that it has been properly working in the past) I've got the advise to change to Norton Internetsecurity or Norton 360 until an update will come, but he gave no indication when the update will be available...

Kudos0

Re: LONG STORY: Norton BSOD me when I use Truecrypt

Posted: 21-Jan-2015 | 10:51AM · Permalink

That's no good news... I tried to go back to Norton Internet Security but the Norton Security Key is not working for NIS so that's not possible. Still hoping for a fix soon.
Kudos1 Stats

Re: LONG STORY: Norton BSOD me when I use Truecrypt

Posted: 21-Jan-2015 | 1:12PM · Permalink

That's a most unsatisfactory response isn't it? I've been using TrueCrypt with Norton 360 quite happily for many years now (at least five) without issue until I "upgraded" to Norton Security.

If it were true that Norton and Encryption Software cannot work together, it would be necessarily incumbent upon Norton to make that very clear at the point of sales. I don't remember any such warning, although I'm happy to be informed to the contrary...

Come on you Slackers. Fix it!

Kudos1 Stats

Re: LONG STORY: Norton BSOD me when I use Truecrypt

Posted: 22-Jan-2015 | 6:36AM · Permalink

       It has been six weeks since NS crippled my computers with their patch of Dec 11 2014 and my patience is wearing very thin. In the meantime my subscription is ticking away absolutely useless to me as I have removed it from my affected PCs.

      I cant help but to compare this to an issue I had with a dry goods company last summer. When I got the product home and opened it, it was obvious  the product was flawed, I could have returned it but it seemed to me be a production issue so I contacted the company, half a continent away, by email and registered a complaint. They quickly responded, apologized and ask for details (lot number,time stamp etc). After responding they again contacted me with thanks,assuring investigation into quality control and eventually sent me free coupons for that product (3 times my purchase). Product has been fine since and I remain a loyal and happy customer.

     Compare that to Symantec, where they wont respond to my complaints, deny (for the most part) a Norton issue, and just disregard us in general. I get the impression that we are a small subset of users and can be largely ignored. Thank goodness for this forum where the issue can be elevated and explored.

      I suppose if Norton were to fix the issue tomorrow, I would reinstall and run out my subscription but to continue beyond that would be "most illogical".

Kudos0

Re: LONG STORY: Norton BSOD me when I use Truecrypt

Posted: 22-Jan-2015 | 6:52AM · Permalink

Ludwig1958:

I just hat a chat with a support employee from Symantec about the blue screen issue using encryption software. He confirmed that this issue is known and explained: Encryption Software and Norton can not work together.

The employee confirmed that I'm allowed to spread this message here in the forum.

In the following discussion (I insisted that it has been properly working in the past) I've got the advise to change to Norton Internet security or Norton 360 until an update will come, but he gave no indication when the update will be available...

...and will Norton pay for the NIS / N360 license 

Kudos0

Re: LONG STORY: Norton BSOD me when I use Truecrypt

Posted: 22-Jan-2015 | 7:16AM · Permalink

bjm_:

...and will Norton pay for the NIS / N360 license 

Even that I don't think is easy. Our NIS 2014 license expired, but even if they gave us another limited time one, how would one 'go back'? Taking out Norton can be problematic. Yes, there is an 'eraser' but it takes out every Norton product. We've got Symantec System Restore 2013 and don't want that removed as well by the 'eraser'.

We bought NS after the update that 'broke' virtual drives. I'd like to try the older version to see if that works, but can't?

6 or so weeks without a fix or relief is beyond belief. Norton owes us some help here but why has it not been forthcoming. Every time a BSOD happens re-boots on our machines cause some open programs to lose settings and the USB wireless card is 'lost' and requires another shutdown and power on to get it back. Even though we KNOW to disable NS, we do forget sometimes and that can be a problem.

UNACCEPTABLE is Norton's response so far, which basically is none other than they know about it. I don't think they CARE about it though as shown by their actions. How does one get a refund from something bought NOT from them over a month ago?

Kudos0

Re: LONG STORY: Norton BSOD me when I use Truecrypt

Posted: 22-Jan-2015 | 10:08AM · Permalink

Go to the Refunds page for Norton refund instructions.

Norton Return Policy

Kudos0

Re: LONG STORY: Norton BSOD me when I use Truecrypt

Posted: 22-Jan-2015 | 10:52AM · Permalink

While waiting for a solution, my window for refund has closed. My bad, but no matter, it's a lesson well learned.

Kudos0

Re: LONG STORY: Norton BSOD me when I use Truecrypt

Posted: 22-Jan-2015 | 11:00AM · Permalink

I downloaded norton two weeks ago, and now i have requested a refund. Goodbye Norton. Never again. 

Kudos0

Re: LONG STORY: Norton BSOD me when I use Truecrypt

Posted: 22-Jan-2015 | 11:17AM · Permalink

rebel49:

While waiting for a solution, my window for refund has closed. My bad, but no matter, it's a lesson well learned.

Chat with Norton Support  Go to the Refunds page for Norton refund instructions.  Norton Return Policy

Kudos0

Re: LONG STORY: Norton BSOD me when I use Truecrypt

Posted: 22-Jan-2015 | 11:20AM · Permalink

bjm_:

Go to the Refunds page for Norton refund instructions.

Norton Return Policy

 Although it does state 60 days from purchase, there are exceptions. One being "Norton Products with subscriptions that have been redeemed" and I assume this is after the License has been enabled? Hence, no refund?

Kudos0

Re: LONG STORY: Norton BSOD me when I use Truecrypt

Posted: 22-Jan-2015 | 11:27AM · Permalink

Hello i spalten

Please try customer support for questions about the return policy. Thanks.

Product can be returned even if installed.

Success always occurs in private and failure in full view. Windows 10 Pro 64 bit 2004 N 360 22.20.5.39 Chrome latest version.
Kudos0

Re: LONG STORY: Norton BSOD me when I use Truecrypt

Posted: 22-Jan-2015 | 11:28AM · Permalink

ispalten:
bjm_:

Go to the Refunds page for Norton refund instructions.

Norton Return Policy

 Although it does state 60 days from purchase, there are exceptions. One being "Norton Products with subscriptions that have been redeemed" and I assume this is after the License has been enabled? Hence, no refund?

You have 60 days from purchase even if you activated license.  The 60 day policy is for you to see if Norton offering satisfy.  If not request refund....
Redeemed means if you already cashed in your subscription. 

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