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Kudos0

pc wont close after Version 22.5.0.124 Windows xp update

Posted: 04-Jul-2015 | 7:18AM · 118 Replies ·

pc wont close after Version 22.5.0.124 Windows xp update

Last week I had to format my computer because I kept getting a blue screen on start up. I solved the problem till last night when I got an update and now when I close my pc it hangs & wont shut down. This means I have to turn it off using the ON / OFF button, but when I turn it back on I get the same blue screen which I fixed.

So where I had one problem, which I fixed I now have two caused by this new Version 22.5.0.124 for Windows xp.

THANKS ALLOT#####

Replies

Kudos1 Stats

Re: pc wont close after Version 22.5.0.124 Windows xp update

Posted: 02-Sep-2015 | 2:42PM · Edited: 02-Sep-2015 | 2:53PM · Permalink

Boris_ES:

Sometimes, I have got this same problem, PC wont close, but I often have a message about the ccSvcHst who has problems to close!...
My product is NIS 22.5.2.15.

Hi Boris_ES:

Someone else following this thread might want to confirm, but I'm fairly certain that the ccSvcHst.exe file is the executable for older versions of Norton.  The main executable for NIS v21 (2014) and v22 (2015) is now named NIS.exe.  If you are seeing errors related to ccSvcHst.exe you might have remnants of an old Norton installation that need to be cleaned up with the Norton Removal Tool (NRT).

This won't help JoelSIRON25, but since you have a subscription and product activation key for NIS you have the option of downgrading to NIS v21.7.0.11 (2014) to solve your Windows XP shutdown problem.  Instructions are posted in guit30's thread New NIS Interface is Awful if you'd like to try a downgrade, and they include a wipe with the Norton Removal Tool that should help to clean up remnants of old Norton installations.  Step 8 of those instructions (i.e., disabling Automatic Download of New Version) will prevent NIS v21 from automatically upgrading back to the buggy NIS v22.
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32-bit Vista Home Premium SP2 * Firefox 40.0.3 * NIS 2014 v. 21.7.0.11 * MBAM Premium 2.1.8

Kudos0

Re: pc wont close after Version 22.5.0.124 Windows xp update

Posted: 05-Sep-2015 | 11:23AM · Edited: 05-Sep-2015 | 11:25AM · Permalink

lmacri:
If you are seeing errors related to ccSvcHst.exe you might have remnants of an old Norton installation that need to be cleaned up with the Norton Removal Tool (NRT).

Further to my previous post, the following comment was added to Symantec employee Tony Weiss' thread Hot Fixes & Issues - Norton 22.5.2.15 in the Norton Security board on 03-Sep-2015:
     "8) Running Norton Removal Tool removes an important registry entry which breaks Windows Update Forum Link"

I'm not clear if the current version of the Norton Removal Tool (NRT) breaks Windows Update for all Windows operating systems or if this bug only affects Win 10 users, but I'd suggest that users refrain from running the NRT until someone from Symantec officially confirms that this problem is fixed.

If anyone from Symantec is following this thread, please note that the list of known issues in Tony's thread HOT ISSUES & FIXES - NIS/NAV/N360 22.5 has not been updated since 29-Jul-2015 and makes no mention of this NRT / Windows Update issue or several other bugs that have recently been identified in the v22.5.2.15 line of Norton products.  An update to this "Hot Issues" post in the NIS/N360/NAV board would be greatly appreciated.
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32-bit Vista Home Premium SP2 * Firefox 40.0.3 * NIS 2014 v. 21.7.0.11 * MBAM Premium 2.1.8

Kudos1 Stats

Re: pc wont close after Version 22.5.0.124 Windows xp update

Posted: 05-Sep-2015 | 1:20PM · Permalink

Hello Imacri

I will ask Tony about the NIS board not being updated and to clarify if it affects all o/s's or just Win 10.

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.
Kudos1 Stats

Re: pc wont close after Version 22.5.0.124 Windows xp update

Posted: 07-Sep-2015 | 8:22AM · Permalink

Hi @lmacri

lmacri:
I'm not clear if the current version of the Norton Removal Tool (NRT) breaks Windows Update for all Windows operating systems or if this bug only affects Win 10 users, but I'd suggest that users refrain from running the NRT until someone from Symantec officially confirms that this problem is fixed.

I just updated the thread. A version of Norton Removal Tool (NRT) has been released and it no longer removes any registry key and it was mainly seen affecting Win 10 machines.

Mohanakrishnan G | Norton Forums Administrator | Symantec Corporation
Kudos0

Re: pc wont close after Version 22.5.0.124 Windows xp update

Posted: 07-Sep-2015 | 9:24AM · Permalink

Imacri,
Please refer to Hot Issues in the Norton Security board.  That appears to be updated.
Hot Fixes & Issues - Norton 22.5.2.15

Yes, I've noticed Hot Issues in the NIS/NAV/N360 board is not kept current.
HOT ISSUES & FIXES - NIS/NAV/N360 22.5

Kudos0

Re: pc wont close after Version 22.5.0.124 Windows xp update

Posted: 07-Sep-2015 | 12:46PM · Edited: 07-Sep-2015 | 12:49PM · Permalink

Mohan_G:

I just updated the thread. A version of Norton Removal Tool (NRT) has been released and it no longer removes any registry key and it was mainly seen affecting Win 10 machines.

Thanks for the update, Mohan.  Kudos to floplot as well for following up with my inquiry about the NRT.

Further to my comments <here>, that means it should be safe again for N360/NIS/NAV v22.5 who are affected by the Win XP shutdown problem discussed in this thread to downgrade back to N360/NIS/NAV v21.7.0.11 as a temporary workaround while you wait for Symantec to release a bug fix for v22.5.

N360/NAV users can follow the downgrade instructions for NIS posted in guit30's thread New NIS Interface is Awful, but instead of downloading the NIS v21 offline installer in Step 1 of the instructions, just download the appropriate v21 offline installer for your product from one of the following links.  Note that these links are for the English (EN) installers, so post back if you need an installer for another language:
     NAV:  www.norton.com/oldnav
     N360:  www.norton.com/oldn360
     N360 Premier:  www.norton.com/oldn360
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32-bit Vista Home Premium SP2 * Firefox 40.0.3 * NIS 2014 v. 21.7.0.11 * MBAM Premium 2.1.8

Kudos2 Stats

Re: pc wont close after Version 22.5.0.124 Windows xp update

Posted: 08-Sep-2015 | 12:26AM · Permalink

Hi everyone, 

Thanks for your patience 

With all the additional information that was gathered from the thread and the research that was carried out to narrow down this issue, we were able to reproduce this issue In-house and the cause of this issue is the FAT32 File System.

We were able to FIX this issue by changing the File System from FAT32 to NTFS

Could you please try changing your File system to NTFS and see if you are still facing the issue?

Any additional information will be helpful

How to Convert: https://support.microsoft.com/en-us/kb/314097

Important note to read before performing the Conversion

Note 1: Although there is little chance for corruption or data loss during the conversion from FAT to NTFS, it is a good idea to perform a full backup of the data on the drive that it is to be converted before you run the convert command. 

Note 2: The conversion is a one-way process. After you convert a partition to NTFS, you cannot convert the partition back to FAT. To restore the partition as a FAT partition, the partition would have to be reformatted as FAT, which erases all data from the partition. Data would then be restored from backup.

Mohanakrishnan G | Norton Forums Administrator | Symantec Corporation
Kudos0

Re: pc wont close after Version 22.5.0.124 Windows xp update

Posted: 08-Sep-2015 | 6:38AM · Permalink

lmacri:

Thanks for the update, Mohan.  Kudos to floplot as well for following up with my inquiry about the NRT.

Further to my comments <here>, that means it should be safe again for N360/NIS/NAV v22.5 who are affected by the Win XP shutdown problem discussed in this thread to downgrade back to N360/NIS/NAV v21.7.0.11 as a temporary workaround while you wait for Symantec to release a bug fix for v22.5.

N360/NAV users can follow the downgrade instructions for NIS posted in guit30's thread New NIS Interface is Awful, but instead of downloading the NIS v21 offline installer in Step 1 of the instructions, just download the appropriate v21 offline installer for your product from one of the following links.  Note that these links are for the English (EN) installers, so post back if you need an installer for another language:
     NAV:  www.norton.com/oldnav
     N360:  www.norton.com/oldn360
     N360 Premier:  www.norton.com/oldn360
-------------
32-bit Vista Home Premium SP2 * Firefox 40.0.3 * NIS 2014 v. 21.7.0.11 * MBAM Premium 2.1.8

Is there a similar work around for Norton Security NS users?  Can an NS key be used on NIS (it's what I was running before I bought NS.)?

Kudos0

Re: pc wont close after Version 22.5.0.124 Windows xp update

Posted: 08-Sep-2015 | 6:47AM · Permalink

Mohan_G:

Hi everyone, 

Thanks for your patience 

With all the additional information that was gathered from the thread and the research that was carried out to narrow down this issue, we were able to reproduce this issue In-house and the cause of this issue is the FAT32 File System.

We were able to FIX this issue by changing the File System from FAT32 to NTFS

Could you please try changing your File system to NTFS and see if you are still facing the issue?

Any additional information will be helpful

How to Convert: https://support.microsoft.com/en-us/kb/314097

Important note to read before performing the Conversion

Note 1: Although there is little chance for corruption or data loss during the conversion from FAT to NTFS, it is a good idea to perform a full backup of the data on the drive that it is to be converted before you run the convert command. 

Note 2: The conversion is a one-way process. After you convert a partition to NTFS, you cannot convert the partition back to FAT. To restore the partition as a FAT partition, the partition would have to be reformatted as FAT, which erases all data from the partition. Data would then be restored from backup.

Sorry but this is NOT A FIX!!! Many of us, myself included, can not change from FAT32 to NTFS for many reasons. Also any system drive images would still be FAT32 and would complicate any recovery process.

It's clear that Norton broke Norton Security, Norton Internet Security, etc for Windows XP users. Please, just fix the problem in your software!

Kudos0

Re: pc wont close after Version 22.5.0.124 Windows xp update

Posted: 08-Sep-2015 | 6:49AM · Permalink

lmacri:

Thanks for the update, Mohan.  Kudos to floplot as well for following up with my inquiry about the NRT.

Further to my comments <here>, that means it should be safe again for N360/NIS/NAV v22.5 who are affected by the Win XP shutdown problem discussed in this thread to downgrade back to N360/NIS/NAV v21.7.0.11 as a temporary workaround while you wait for Symantec to release a bug fix for v22.5.

N360/NAV users can follow the downgrade instructions for NIS posted in guit30's thread New NIS Interface is Awful, but instead of downloading the NIS v21 offline installer in Step 1 of the instructions, just download the appropriate v21 offline installer for your product from one of the following links.  Note that these links are for the English (EN) installers, so post back if you need an installer for another language:
     NAV:  www.norton.com/oldnav
     N360:  www.norton.com/oldn360
     N360 Premier:  www.norton.com/oldn360
-------------
32-bit Vista Home Premium SP2 * Firefox 40.0.3 * NIS 2014 v. 21.7.0.11 * MBAM Premium 2.1.8

Is there a similar work around for Norton Security NS users?  Can an NS key be used on NIS (it's what I was running before I bought NS.)?

Kudos0

Re: pc wont close after Version 22.5.0.124 Windows xp update

Posted: 16-Oct-2015 | 6:54AM · Edited: 16-Oct-2015 | 7:01AM · Permalink

Mohan_G:

We were able to FIX this issue by changing the File System from FAT32 to NTFS

Hi Mohan_G:

Further to your comments <here>, I just wanted you to know that two Norton v22.5.x users posting in other threads recently reported that converting their file system from FAT32 to NTFS solved the shutdown problem on their XP machines:
     RAG:           XP Shutdown Problem
     RALeeper:  Norton security suite blocks windows xp shutdown
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32-bit Vista Home Premium SP2 * Firefox 41.0.1 * NIS 2014 v. 21.7.0.11 * MBAM Premium 2.2.0

Kudos0

Re: pc wont close after Version 22.5.0.124 Windows xp update

Posted: 16-Oct-2015 | 8:05AM · Permalink

Thanks for the feedback, @lmacri 

Mohanakrishnan G | Norton Forums Administrator | Symantec Corporation
Kudos0

Re: pc wont close after Version 22.5.0.124 Windows xp update

Posted: 17-Oct-2015 | 2:22AM · Permalink

The problem is neither "fixed" nor "solved."  The partition format change only serves to help diagnose the real problem at best and is a gluge while the problem with Norton Security and other Norton products persists. For those of us who can not change formats and expect the product to work and not cause damage to our computers, which is exactly what forcing shutdowns is doing, this is more than frustrating and has diminished our confidence in the products.

lmacri:
Mohan_G:

We were able to FIX this issue by changing the File System from FAT32 to NTFS

Hi Mohan_G:

Further to your comments <here>, I just wanted you to know that two Norton v22.5.x users posting in other threads recently reported that converting their file system from FAT32 to NTFS solved the shutdown problem on their XP machines:
     RAG:           XP Shutdown Problem
     RALeeper:  Norton security suite blocks windows xp shutdown
-------------
32-bit Vista Home Premium SP2 * Firefox 41.0.1 * NIS 2014 v. 21.7.0.11 * MBAM Premium 2.2.0

Kudos0

Re: pc wont close after Version 22.5.0.124 Windows xp update

Posted: 19-Oct-2015 | 2:34AM · Permalink

Hi,

I am agree with AlMejias . The problem is not realy solved. If you are not able to convert  your FAT, the problem remain.

We know that Windows XP has not longer time to exist, but, what can do XP users?

Boris

Kudos0

Re: pc wont close after Version 22.5.0.124 Windows xp update

Posted: 18-Nov-2015 | 7:13AM · Permalink

Hi everyone,

We have released a new product update 'Norton 22.5.5.14'  [English Only now] which fixes this issue. 

Announcement Here: https://community.norton.com/en/blogs/product-update-announcements/norton-2255-product-update-available-now

Could you please run Live Update until all the updates are installed and then check for the issue?

Please let us know if you still face the problem.

Thanks for your patience.

Mohanakrishnan G | Norton Forums Administrator | Symantec Corporation
Kudos0

Re: pc wont close after Version 22.5.0.124 Windows xp update

Posted: 20-Nov-2015 | 1:02PM · Permalink

I think I'll hold of on this one given the hassle I had,

but fingers crossed you've solved the xp problem

Kudos0

Re: pc wont close after Version 22.5.0.124 Windows xp update

Posted: 23-Nov-2015 | 3:27PM · Permalink

Mohan_G:

Hi everyone,

We have released a new product update 'Norton 22.5.5.14'  [English Only now] which fixes this issue. 

Announcement Here: https://community.norton.com/en/blogs/product-update-announcements/norton-2255-product-update-available-now

Could you please run Live Update until all the updates are installed and then check for the issue?

Please let us know if you still face the problem.

Thanks for your patience.

Well, not only did it not fix these bugs, but it broke some other things.  It's been "pulled back."

https://community.norton.com/en/blogs/product-update-announcements/norto...

Kudos0

Re: pc wont close after Version 22.5.0.124 Windows xp update

Posted: 25-Nov-2015 | 8:36AM · Permalink

Hi Everyone,

A new build of 22.5.5 product update has been posted back to the Live Update servers. This patch will address XP shutdown issue as well as the other issues mentioned above in the announcement blog . This update is available via Live Update. [Released in a phased manner]

Version: 22.5.5.15

Please run Live Update until updates are installed and then check if the issue is resolved

Mohanakrishnan G | Norton Forums Administrator | Symantec Corporation

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