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Kudos0

BSOD during Full System Scan

Every time a scheduled or manual run of Full System Scan takes place, it fails to complete due to a BSOD.  This does not occur while running a Quick Scan.  Windows 10, 64 bit... the failure codes vary but most often "Unexpected Kernel Mode Trap".  After a full year of no full scans, I installed a new subscription for the same product (all new including a new key), and it too has the same issue.  This may be a coincidence and perhaps it's not an issue with Norton, but it does happen every time I run a 'Full' scan.  Hellllllp.

File Attachment: 

Replies

Kudos1 Stats

Re: BSOD during Full System Scan

The info in your image does not really help diagnose much.

You can view the BSOD dumps using Nirsoft's Bluescreen View from here.  http://www.nirsoft.net/utils/blue_screen_view.html (link is external) Then you can post screenshots here for help in diagnosing them. Instructions to post screenshots can be found here
https://community.norton.com/forums/how-post-image-forums-0

Things happen. Export/Backup your Norton Password Manager data.
Kudos0

Re: BSOD during Full System Scan

Thanks Peter...this was a preliminary entry as I was not knowledgeable as to what data would be required.  I'll get the screen shot/s shortly.  

Golden Centennairs...nice.  I have a couple of pix taken at the St Thomas airshow a few yrs ago.

Kudos0

Re: BSOD during Full System Scan

Kudos0

Re: BSOD during Full System Scan

Kudos0

Re: BSOD during Full System Scan

Kudos0

Re: BSOD during Full System Scan

Kudos0

Re: BSOD during Full System Scan

I can't imagine anybody being able to read those files due to size (this posting system says it automatically resized them).  grrrr

Kudos0

Re: BSOD during Full System Scan

Hello dragon01. What is the version and build of your install? Your screenshot seems to indicate you are on an rather old insider build 17134. Can you verify for us please?

Cheers 

Retired military (Navy 1980-2002) AO1 (AW) Aviation Warfare Specialist "From DOS to Windows10 what a journey it has been" / MS Certified Professional / Windows 10 Professional x 64 version 1809 / build 17763.379 / NCSP 22.17.0.183 / Norton Core v.270 on Android 1.93
Kudos0

Re: BSOD during Full System Scan

It is a build to order Dell XPS 8900. ver. 1803. OS build is 17134.590.  Intel i7-6700 @3.40 Ghz. Installed RAM 16Gb  64 bit. 1Tb local storage and GPU is an Nvida GTX 745.  Auto updates are turned on.  Windows 10 Home.

Kudos1 Stats

Re: BSOD during Full System Scan

We can still see the image by zooming. I only got the last image. Were the other images just failed attempts to post?

I cannot see anything related to Norton in your last image. It could just be some Windows system files need fixing. Click on Start and type CMD in the search box. Right click on cmd.exe and click on Run as Administrator. Type 'sfc /scannow' without the quotes. This will check your Windows installation and try to correct any errors it finds.
 

I have seen that aircraft up close and personal at the Vintage Wings of Canada Museum near where I live.   http://www.vintagewings.ca/Aircraft/tabid/66/articleType/ArticleView/art...

Apparently it is no longer owned by Vintage Wings. 

Things happen. Export/Backup your Norton Password Manager data.
Kudos0

Re: BSOD during Full System Scan

My Win 10 1803 is ver 17134.590. Not an insider build.

Things happen. Export/Backup your Norton Password Manager data.
Kudos1 Stats

Re: BSOD during Full System Scan

I pulled a reference to this specific build, OS Version: 10.0.17134.2.0.0.768.101 from the OP's screenshot, which I can no longer find and it gave me the notion this was an insider build prior to RTM for 1803. Thus the reason for asking the actual version verification. OS build 17134.590 is indeed version 1803. My apologies folks.

Cheers

Retired military (Navy 1980-2002) AO1 (AW) Aviation Warfare Specialist "From DOS to Windows10 what a journey it has been" / MS Certified Professional / Windows 10 Professional x 64 version 1809 / build 17763.379 / NCSP 22.17.0.183 / Norton Core v.270 on Android 1.93
Kudos0

Re: BSOD during Full System Scan

Thanks folks for your attention and suggestions.  Yes there were indeed supposed to be 3 more images and they looked good in the 'preview' before sending...not sure why they ended up as little black 'x' .  I'll dig into this a bit more with Peter's suggestion, tomorrow...been a long day here, time for bed.  Cheers.

Dan (ret'd RCAF)

Kudos0

Re: BSOD during Full System Scan

What were the file types from the images that do not appear. Did you use different file names for each? If you delete the file from the forum system, the images will not appear in your posts.

No RCAF service. Just a lowly private pilot who could not keep it up when family and mortgage got in the way. 

Things happen. Export/Backup your Norton Password Manager data.
Kudos0

Re: BSOD during Full System Scan

Hi @dragon01,

I work for Symantec in STAR CRT. I am sorry that you are having problems with our software. If you are still experiencing this crash I would be interested in working with you to get a copy of the memory.dmp. Please let me know if you are interested.

Thank you
T. McCormick
STAR CRT
Symantec

Kudos0

Re: BSOD during Full System Scan

Thanks T. McCormick...

I just attempted to run a 'full' system scan and got another crash after about 90,000 items scanned.  I checked my "All problem reports" using Cortana and this failure is listed there.  I'm not familiar with memory dumps at all, but I guess that's where we need to start.  Please advise on next steps or how to run this dump.  Thanks. Dan

Kudos0

Re: BSOD during Full System Scan

I ran the sfc/scannow and it I think the 'Windows resource protection did not find any integrity violations' is what came back after that effort.  Or perhaps it was some other effort I'd made...I'm a rooky...lol

Kudos0

Re: BSOD during Full System Scan

Hi Dragon01.

Thank you for responding. I will send you a private message with more information.

T. McCormick
STAR CRT
Symantec

Kudos0

Re: BSOD during Full System Scan

First attempt to upload images from dump failed...it didn't like png file type.  Trying this zip now...contains 2 files....wide image so I 'slid' it across to get full width hence  pix.  Nothing seems to work with this upload...just hitting 'buttons' at this point...totally frustrated with this whole thing...one time it says files must be zip...next time it says only files allowed are "gif, png, jpg, jpeg", yet it tried a 'gif' earlier and it would NOT accept.  I tried 'browsing' my files to upload and it takes me to my 'onedrive' which is currently turned 'off'.  I'll hit the save at bottom of this page, but have no idea what will be transmitted.  According to the preview...no images. Grrrr.

Kudos0

Re: BSOD during Full System Scan

    
 

Kudos0

Re: BSOD during Full System Scan

After 2 hrs of this effort to upload, I have no idea if any of this worked.  grrr

Kudos0

Re: BSOD during Full System Scan

There should have been a '215' zip file also...no idea if it will ever show up.

Kudos0

Re: BSOD during Full System Scan

Trying this again!

Kudos0

Re: BSOD during Full System Scan

If you zipped the requested files and used the file upload section just below the Add Reply area, the files should be there for the forum admins or employees to gather. No one else but you and the admins/employees can see the upload noted in your post.

Things happen. Export/Backup your Norton Password Manager data.
Kudos0

Re: BSOD during Full System Scan

Hi.

Thanks for looking for the memory dump file.

If you found the file, posting it up here won't probably work because of the size. Compressing the file helps, but I don't know where the submissions end up anyway. 

Google and Microsoft have file exchange cloud services. Google drive allows storage of 15GB on their cloud so I would recommend posting the file up there and then send me a private message with the link to the file. That method is mostly trouble free.

You don't really want to expose the actual dump file to the public facing forum here.

Thanks

T. McCormick
STAR CRT
Symantec

Kudos0

Re: BSOD during Full System Scan

@dragon01 - Uploaded images (214/215)

Sunil_GA | Norton Forums Administrator | Symantec Corporation
Kudos1 Stats

Re: BSOD during Full System Scan

Hi dragon01:

What is the name and version number of your Norton product?

Were you able to upload your full dump files to Norton for analysis? Free utilities like Nirsoft's BlueScreenView or Resplendence's WhoCrashed will interpret and summarize the Bug Check (BC) codes in your recent Windows mini-dump files and might show the specific driver responsible for your crashes.  However, these utilities aren't as accurate as an analysis of your full dump files with the WinDbg (Windows Debugger) tool because BlueScreenView and WhoCrashed only show the drivers loaded in the crash stack at the time of your BSOD.  I was able to solve intermittent BSODs on my Vista SP2 computer a few years ago after BlueScreenView pointed to a problem with an out-of-date driver for my NVIDIA graphics card, but analysis of a full .dmp file is sometimes needed to find the real culprit.

Just an aside, but you can also export your BlueScreenView results for all recent BSODs to a text file.  Choose Edit | Select and then File | Saved Selected Items as instructed <here>.  That might tell you if BlueScreenView is consistently pointing to the same file(s) as a possible culprit.

The images of your BlueScreenView interface shows that hal.dll (Hardware Abstraction Layer) was loaded in the crash stack when your BSODs occurred.  I don't know if your problem could be related but I know of a few instances where Norton users encountered similar BSODs during Norton scans and the problem was eventually traced back to either:

  • an out-of-date igdpmd64.sys driver for an AMD HD Radeon graphics card
  • a Gigbyte gdrv.sys driver used by multiple utilities like Fast Boot, EasyTune, Smart Backup, etc. that came with their Gigabyte motherboard.

You stated you have an NVIDIA graphics card so you might not have have these exact hardware components but the threads below might give you some idea of why a BSOD involving hal.dll could be indirectly triggered by a Norton scan:
     bahadir:          BSOD on Norton AntiVirus Security
     Phoenix365:  Norton Security Blue Screen From Background Tasks

It's also possible you have some Dell or other third-party utility (i.e, similar to the Gigabyte's EasyTune, FastBoot, etc. I mentioned above) that's conflicting with a Norton driver.  If you haven't already done so, disable the Windows Fast Startup power option described in peterweb's thread Windows 8/8.1 or 10 and Fast Start Feature and then re-boot your system a few times after this power option is disabled to see if that stops the BSODs.  This Fast Startup feature (also called hybrid boot-up / hybrid shutdown) can interfere with product updates and loading of Norton services and drivers at boot-up and result in all sorts of odd glitches and unexpected behaviour on Win 8.x and Win 10 computers.  If you previously disabled this power option just confirm that it's still turned off, since Fast Startup can sometimes re-enable itself after a major Win 10 update like a Version change.
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32-bit Vista Home Premium SP2 * Firefox ESR v52.9.0 * Norton Security Deluxe v22.15.1.8

Kudos0

Re: BSOD during Full System Scan

Hi Dragon01.

Thanks Sunil for posting the images.

I can see our components are not directly implicated. The crash shows 2 Windows components. HAL manages the hardware. NTOSKRNL provides functions for HAL and kernel management.The viewer you are using doesn't show the unwound call stack. It likely doesn't have debug symbols which would let us see the function calls that lead up to the crash. It says only two components have addresses on the stack, HAL and NTOSKRNL.

The public symbols for microsoft components are available for anyone to use. If your crash dump viewer has the option to apply symbols, use this URI

https://msdl.microsoft.com/download/symbols

It is also a minidump and what else might be going on at the same time is not in this format. The most likely cause of this kind of crash would be hardware related. If you added something to the machine like a new video card or have problems with devices attached to the machine you might have this kind of crash. Check windows device manager for specific failures. Check the hard drive for errors and bad sectors. Check the System event log for errors that might always occur right before the BSOD.     
The only way to know for sure why this happens during the full system scan is to change the crash dump type and reproduce the crash. The dump file will need to be analyzed using a debugger with symbols.

Has the full system scan ever completed without crashing on this computer? Does anything else cause a crash?  I don't see any files in the list of loaded modules not from Microsoft. 

Thanks for providing this information
T. McCormick
STAR CRT
Symantec