Norton causing BSOD

Reistalling doesnt solve the problem and after 10 days and lots of hours of work lost with us and our customers, we decided to uninstall and change to another antivirus. This is a really heavy mistake Symantec......

S!

I have been experiencing this issue with two laptops. Is there a forthcoming fix? I would like to purchase AV Software from another vendor if there is no ETA for permanent resolution.

The same problem here since ver 22.7.0.76, please help!!! i have 20 pc

This does not work for Norton Internet Security.  We tried turning off Sonar and Identity Safe and still have BSOD crashes.

I believe disabling auto-protect and firewall will stop the BSOD but you'll be running naked on the net.  If you're okay with that give it a try.  There's no way I'm letting my bone-headed users run w/o active AV.

Of course it will have to be supplemented in the meantime (with a trial right now), hopefully it's fixed before then so we don't have to purchase new AV. Just wanted to make sure disabling auto-protect actually fixes the problem.

Is disabling Smart-Firewall also a necessary step to prevent the BSODs? I don't want to give instructions, or "fix" it myself, and it ends up happening again since I left this one on. But at the same time, don't want to turn it off if I don't have to.

BSOD sufferers,

I believe there's a solution I posted on another forum here:

http://answers.microsoft.com/en-us/windows/forum/windows_7-performance/b...

NOTE: Please read the "HOWEVER" clause at the bottom of my post here. There is a danger of exposure to another Symantec Vulnerability (READ BELOW at "HOWEVER").

Here is the fix procedure I used on 65 WIN 7 Pro machines. All the crashes have stopped, and we are back to work.

FIX PROCEDURE:

1) You have to roll back NIS to an earlier release that doesn't have this problem on Win 7. We just completed about 50 machines and it works (links below). We'll apply it to all our machines ASAP.

2) Use the Symantec NIS removal tool (link below) for the above, then reboot.

3) Install the last known "good" release of NIS that doesn't have this problem (21.6 -21.7) (link below)

4) IMPORTANT: DISABLE THE AUTOMATIC UPDATE and patch feature in NIS (or you will be right back with crashing machines and BSOD screens again).

RESOURCES:

Norton NIS removal tool:           https://www.symantec.com/nrt

Norton link to last known good release          https://www.norton.com/oldnis

Most recent NIS release (causes BSOD and crashes          https://www.norton.com/latestnis

CAUTION HOWEVER:

HOWEVER: There was a response I received 3 days ago regarding another Symantec flaw that might be exposed when using v21.6-21.7. It is described here (SYM16-010):

https://www.symantec.com/security_response/securityupdates/detail.jsp?fi...

Right now, we are back to work with no BSOD screen or crashes of any kind since the procedure above was applied. However, because of the buffer overflow errors described in SYM16-010, we will have to migrate to another product soon if there is no definitive fix from SYMANTEC. At the very least, they might want to extend customer license lengths due to this disaster. What a mess!

I hope this helps people struggling with BSOD crashes.

-- Digital Throw Weight

Digital Throw Weight:

CAUTION HOWEVER:

HOWEVER: There was a response I received 3 days ago regarding another Symantec flaw that might be exposed when using v21.6-21.7. It is described here (SYM16-010):

https://www.symantec.com/security_response/securityupdates/detail.jsp?fi...

There is no "might" about it!  Anyone who follows Digital Throw Weight's suggestion and reverts to a pre-22.7.0.x version  WILL BE EXPOSED AND VULNERABLE!

Which Norton product do you have on these machines?

Our 2 Servers have had no problems - only the PCs with Norton 360. The Servers have the Symantec End Point protection. Any feedback on the possibility of putting that on your PCs?

Bob White:

Our 2 Servers have had no problems - only the PCs with Norton 360. The Servers have the Symantec End Point protection. Any feedback on the possibility of putting that on your PCs?

Hi Bob White:

You can find information on Symantec's business products at http://buy.symantec.com/estore/clp/small-business-security-antivirus.  I`m much more familiar with the Norton line of products for home consumers (NAV/NIS/N360/NS), but my understanding is that the cloud-managed version of Symantec Endpoint Protection Small Business Edition (SEP/SBE, for < 250 employees) started using NIS v22 as the base product on the client computers in January 2016 - see kahml`s review at Symantec Endpoint Protection Small Business Edition Adds Consumer Features That Don’t Serve the Needs of Small Businesses.  I`m not sure what modifications, if any, have been made to SEP/SBE since that review was written.

The more interesting thread might be BTI HD's Vulnerability- Google Zero - SEB Users: YOU ARE STILL AT RISK!! in the SEP/SBE forum which includes the following quote from Symantec:

"We are working on speeding up the delivery of the new SEP SBE (cloud) agents as much as possible but we need to make sure they are properly tested and don’t create quality problems or further risks. We expect to release the new SEP SBE (cloud) agent for Servers in early July and the agent for Workstations in mid-late July...

...Customers can also reduce risk of attacks on these or other vulnerabilities by training users to avoid opening attachments from unknown senders or clicking links in unsolicited or suspicious emails." 

Someone from Symantec would have to confirm, but that sounds to me like the v22.7.0.76 update to patch the vulnerabilities listed in SYM16-010 was (or perhaps still is?) delayed for the SEP/SBE workstations while Symantec works on a fix for the BSODs and other bugs listed <here> that were introduced by this update.
-----------
32-bit Vista Home Premium SP2 * Firefox v47.0.1 * NIS v22.7.0.76 * MBAM Premium v2.2.1

James in IT:  Live Update stopped at 22.6.0.142 and "New Version Check" said I'm up-to-date. 

'Check for New Version' only looks at 22 aka major version number.  

Having same problem BSOD's with same described issues on 2x Windows 7 Pro machines, recently had to load Microsoft Visual C++ 2013 redistributable package (x86) & (x64) versions for other compliant software to work and then issues commenced. Not an expert in any way BUT have System Restored and deleted both those C++ 2013 versions and now machines seem stable, still using Norton Antivirus 22.7.0.76 versions and both machines have not crashed since - fingers crossed???

Hello Group,

Has any resolution been posted by Symantec?

Thank you.

Just letting it live update itself appears to be working this week. But I had to reinstall on at least 12 computers.

Over two weeks now with no solution.  Unbelievable lack of care for customers and their businesses/data.

Today I didn't have any BSOD. All computers kept updating with small packages on the 22.7.0.76 version.

I think someone at Symantec is trying to send some patches trough Live Update.

The only thing I did in that last days was to reinstall from version 22.6 e let it update again.

But I agree that the developers should post something here, instead of just letting the support run the script to us.

HELP! I can't even unsubscribe from this thread!

Clicked unsubscribe (it shows like it "took") and uninstalled almost all my Norton installations, but I still can't escape from this nightmare.

[Edit: Updated post requesting more information]

Hi everyone,

We have updated some files to address Blue Screen issues. If you are still encountering Blue Screen errors, check the following:

1. The file srtspp.dat should be timestamped July 6, 2016 or newer in the following locations:
   NSBU: C:\ProgramData\Norton\{0C55C096-0F1D-4F28-AAA2-85EF591126E7}\NSBU_22.x.x.x\SRTSP\
   NS: C:\ProgramData\Norton\{0C55C096-0F1D-4F28-AAA2-85EF591126E7}\NS_22.x.x.x\SRTSP\

2. A folder 20160708.001 or newer (YYYYMMDD format) should be in the following location:
   C:\Program Files (x86)\[Norton_Product_Name]\NortonData\[v22.x Product]\Definitions\SDSDefs\

If you do not see either of these, please run LiveUpdate until no more updates are available. Once updated with the above files and folders, this should resolve many of the Blue Screen errors seen.

If you continue to see Blue Screen errors even after updating the above files and folders, please following the instructions below:

1. Check your settings for creating dumps. In this case, we actually need the minidump. Click here for instructions on changing those system settings.
2. Use your system normally, until the Blue Screen Error appears.
3. Once it occurs, note down the Stop codes – the information underneath “Technical information” or Please capture and post the screenshot of the Blue Screen Errors.
4. Confirm that a minidump was created during the Blue Screen event. Contact me to get upload information.

We appreciate any help you can provide for this issue. If anyone is willing to be part of a remote session with our engineers, please let me know along with your time zone and availability. Thanks

Hi @jboland1,

Check and let us know if you have folder named “20160708.001” under below location and date folder modified
Location:  C:\Program Files (x86)\[Norton_Product_Name]\NortonData\22.7.0.76\Definitions\SDSDefs\

Could you please confirm if you have above mentioned folder in all three computers and date modified info?

@marktheshark, Could you please provide the file location and date info?

some machines have it in the same directory as your post date modified yesterday, and some don't have the folder at all????

Sunil_GA,

The folder "20160708.001" exists on all three computers, although it is contained in three different folders: "22.5.2.15," "22.6.0.142", and "22.5.0.124."  The files are all dated today. 

None of the computers have a folder named "22.7.0.76."  Manual LiveUpdates on all three computers do not produce any more updates.  Let me know if you need any for information.

I hope this helps.

John

Thanks @jboland1, I have also updated my previous post requesting more information on timestamp of the file "SRTSPP.dat", please let us know if you are still facing BSOD issue on any of your three computers.

Sorry @James in IT, @jboland1, @marktheshark, it's going to be in a 22.x directory, not necessarily a 22.7 one. I apologize for the bad info. I've updated the post to reflect the change.