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Kudos4 Stats

Norton causing BSOD

ADMIN UPDATE July 7 2016 

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 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) 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.
If you continue to see Blue Screen errors, and both of the above files and folders exist on your system, please see this post for information to gather.



ADMIN UPDATE June 30 2016

This is an ACTIVE issue and we are looking to gather SymNRA logs & Full Memory Dumps for this BSOD issue. If you are able to help us with this issue. Please send us the logs & Full Memory Dumps. Instructions to Collect SymNRA Logs & Full Memory Dumps here 



ORIGINAL POST

Can anyone at norton confirm the following.

Norton security is causing BSOD.

symptons:

3 different domain controlled networks with computers of various builds (windows 7 and windows 10, both pro) are all getting a worker thread impersonalization BSOD. Mulitple computers across the domains. Only commonality is i use norton security on all of them.

IS it a case of just update to 22.7 or is it because of 22.7?

Please advise , i have hundreds using this product!

CHeers
Ean

Replies

Kudos0

Re: Norton causing BSOD

Here in brazil, the phone support says that reinstalling should have fixed this issue. I don't think it is true, because this issue is still listed in HOT ISSUES and the version is the same.

Now it is 30% of computers affected, at least one BSOD.

Kudos0

Re: 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!

Kudos0

Re: Norton causing BSOD

Yesterday afternoon I had yet another computer start experiencing the Norton BSOD.  This computer has been on version 22.7 since last week, but had been working fine, suddenly it too started getting the BSOD.  At this point, I can't limit the problem to just a handful of computers as it could effect more without warning.  This morning I've been switching all my users to another vendors AV suite.

This problem has through my July to-do list into a tailspin.

Kudos0

Re: Norton causing BSOD

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.

Kudos0

Re: Norton causing BSOD

ldaleb:  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.

FWIW ~ AV software from another vendor will have Trial.   Trial before you buy, trial if you're waiting for permanent solution.  

Kudos0

Re: Norton causing BSOD

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

Kudos0

Re: Norton causing BSOD

We're using Norton 360. We turned off the Sonar and the Identity Protection under Advanced Settings and we haven't seen any new BSOD.

Kudos0

Re: Norton causing BSOD

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

Kudos0

Re: Norton causing BSOD

Is it safe to say disabling Auto-Protect, as previously mentioned, fixes the problem? Or must we do an entire uninstall to get rid of the problem for now?

Kudos0

Re: Norton causing BSOD

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.

Kudos0

Re: Norton causing BSOD

Sorry to say that we have tried all of the suggested solutions.  The only one that works is to remove and install and leave version 22.6 installed.  22.7.0.76 has had the BSOD with various options turned off.   Looks like it's time to migrate to another AV suite, Norton has done so well up until this point.

Kudos0

Re: Norton causing BSOD

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.

Kudos0

Re: Norton causing BSOD

I'm starting to think this is a Malware or Trojan which will lead us in the direction of turning off the protection so it can perform it's dirty tricks.

And the definition for it has not been discovered as of yet

Kudos0

Re: Norton causing BSOD

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

Kudos0

Re: Norton causing BSOD

Attn:  Norton Admin

We have this same issue on two computers.  Norton technicians were logged into both our computers all day on Tuesday, the 5th.  They were unable to fix the issue and were supposed to call back at 11:00 am on Wednesday, the 6th.  We have heard nothing.  We have a case number, which I can provide to you if you private message. I know they uploaded alot of information from our computers.  What are the next steps we can do in order to resolve this situation, other than uninstalling Norton products, which are on all of our computers in the office.  This is not an option we want to take, but can not work with continual blue screen interruptions.

Kudos0

Re: Norton causing BSOD

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!

Kudos0

Re: Norton causing BSOD

Having the same issues on our network. Not only cant our Customer service reps not do their jobs. I cant do mine. I contacted Norton over chat and they escalated the issue to a supervisor and said they would call me back in 24-48 hours this time yesterday and I still have not received a call from them. I now have 8 workstations restating at random times. Our employees are loosing excel spreadsheets etc etc etc. Norton your fixing to loose 30+ plus subscriptions. I cant have all my workstations unprotected or on older versions.

Kudos0

Re: Norton causing BSOD

Which Norton product do you have on these machines?

Kudos0

Re: Norton causing BSOD

I really like the Norton 360 for the utilities it has like the security safe, but should we be looking at McAfee? I've never used it - what's the opinions out there?

Kudos0

Re: Norton causing BSOD

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?

Kudos0

Re: Norton causing BSOD

Just got a blue screen on NAV that has today's Intrusion Prevention Driver 15.1.2.19 update, so that didn't help.

Kudos2 Stats

Re: Norton causing BSOD

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

Kudos0

Re: Norton causing BSOD

Nine desktops now on other anti-virus products. I had some work to catch up that didn't require a lot of attention on so I decided to try re-installing and updating NAV within the Administrator account on the computer that blue screened earlier this afternoon in an attempt to get the Settings access restored.  Live Update stopped at 22.6.0.142 and "New Version Check" said I'm up-to-date.  I disabled the extras in Settings I didn't want that might run on a schedule like Idle Time Optimizing and Automatic Download of New Version.  After a full system scan I decided to press my luck and run Live Update again.  22.7.0.76 was installed, but I still have access to the Settings this time and they didn't default.  I will see what happens tomorrow.

Kudos1 Stats

Re: Norton causing BSOD

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.  

Kudos0

Re: Norton causing BSOD

McAfee is terrible - almost as bad as nothing. Look at something like Kaspersky.  It has way too many information screens (hence why we use Norton instead) that are annoying telling you what's going on, but is actually a slightly better product than Norton.  They have a 30 day trial, too.

Kudos1 Stats

Re: Norton causing BSOD

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???

Kudos0

Re: Norton causing BSOD

Norton. I am a family physician. I am not an IT expert. I am so disappointed when in the middle of my consultation my workstation loses server connectivity and I lose data and productivity. Took me a while to figure out what was happening as my staff couldn't capture the error message. With the help of my IT support we were able to work out where the problem lay. BSOD - I didn't even know what that acronym meant until today. 

I have taken the time to figure out how to post on a thread as I am really really disappointed. I can't let this interrupt my patient consulting anymore and we're talking about lives here. I need to devote my cognitive time to patient care problem solving - not this. 

My IT support advised me to kill Norton on the server (which was experiencing the BSOD) and get another provider. He advised that so many days without a solution is poor. I tend to agree. Move on, get another product, be happy. Safe data, safe medical care, happy patients. 

Kudos0

Re: Norton causing BSOD

Hello Group,

Has any resolution been posted by Symantec?

Thank you.

Kudos0

Re: Norton causing BSOD

I received a PM from them asking me to try a HotFix and instructions on how to apply it but, in my case, it came to late.  I was already replacing Norton with another product.  It had been one full week of numerous BSOD and reboots- every 1hr to 1.5hrs,  while my people were working.  ...I simply can't have that go on for a week only to be offered to "test" a hotfix.

Others may have already tried the hotfix, don't know if it resolved the issue or not.

Kudos0

Re: Norton causing BSOD

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

Kudos0

Re: Norton causing BSOD

What I don't understand is that I have two servers on two isolated networks each with several PCs on their networks. This problem is only on one of these networked systems. 

Kudos0

Re: Norton causing BSOD

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

Kudos0

Re: Norton causing BSOD

Me too 5 PC BSOD restart randomly ! Where the update Norton ??

Kudos0

Re: Norton causing BSOD

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.

Kudos0

Re: Norton causing BSOD

I did the LiveUpdate today on 2 computers (running different versions of windows).  Neither has had any BSOD today.  Has Symantec finally fixed it?????

Kudos0

Re: Norton causing BSOD

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.

Kudos0

Re: Norton causing BSOD

I turned auto update off and auto protect off on the version of Norton causing BSOD "LATEST VERSION". Waiting to hear from Norton before I turn back on the auto protect to run tests. I never once received a call back from them. Uninstalling Norton and reinstalling works but only if you turn off live update. Its been a very long two weeks here. Norton was supposed to call they never did. No reboots today but pc's cant stay that way too much longer. ?????Norton have you a fix yet?????

Kudos4 Stats

Re: Norton causing BSOD

[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

Sunil_GA | Norton Forums Administrator | Symantec Corporation
Kudos0

Re: Norton causing BSOD

Is it possible that this is slowing down?  I have three computers on the same network--BSODs started on all three about two weeks ago.  Now, only one computer seems to be affected, and it has been more than 24 hours since it crashed.  I have not made any changes to Norton, continuing to allow Liveupdates.  Still, the possibility that a BSOD can occur at any minute has a significant effect on productivity.

Kudos0

Re: Norton causing BSOD

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?

Sunil_GA | Norton Forums Administrator | Symantec Corporation
Kudos0

Re: Norton causing BSOD

File exists under a different directory.

Kudos0

Re: Norton causing BSOD

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

Sunil_GA | Norton Forums Administrator | Symantec Corporation
Kudos0

Re: Norton causing BSOD

"","","",NortonData, 22.2.0.31, definitions, SDSdefs, Todays Date. I'll check another machine.

Kudos0

Re: Norton causing BSOD

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

Kudos0

Re: Norton causing BSOD

Hi @marktheshark,

Please run LiveUpdate manually, until No more updates are displayed on Norton main UI and restart the computer. I have updated my previous post requesting more information, please check and let us know the same. Thanks

Sunil_GA | Norton Forums Administrator | Symantec Corporation
Kudos0

Re: Norton causing BSOD

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

Kudos0

Re: Norton causing BSOD

None of my remaining Norton computers have a NortonData\22.7.0.76 directory

One has 22.5.4.24 and the date stamp on 20160708.001 is 7/8/2016 9:59 AM

Another has 22.5.2.15 and the date stamp on 20160708.001 is 7/8/2016 7:50 AM

And the computer I reinstalled Norton on last night (the only one being used, hasn't blue screened today) and has a 22.6.0.142 directory and a date stamp on 20160708.001 of 7/8/2016 9:19 AM

Also, the forum refresh is inconsistent and Spamcop is blocking some of the emails so communication may be somewhat hindered.

Kudos0

Re: Norton causing BSOD

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.

Sunil_GA | Norton Forums Administrator | Symantec Corporation
Kudos0

Re: Norton causing BSOD

Thanks @James in IT for the update.  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 computers.

Sunil_GA | Norton Forums Administrator | Symantec Corporation
Kudos0

Re: Norton causing BSOD

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.

Tony Weiss | Norton Forums Global Community Manager | Symantec Corporation

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