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Posted: 17-Feb-2020 | 5:32AM · 126 Replies · Permalink
Running Norton 360 version 8.5.4 under OSX High Sierra (10.13.6) and I get about 2-3 kernel panics a day at the moment. It happens randomly sometimes even if the computer is just sitting there with no apps open. Uninstalling Norton 360 fixes the problem so it must be related to it somehow.
Anybody able to shed any light? I can probably supply crash logs if required.
Brian
Posted: 22-Apr-2020 | 12:29AM · Permalink
Agreed. I'm using a MacBook on Catalina and Norton Security 8.5.5 and see all the issues above - sharingd and rapportd being the most annoying. The latest one I have discovered is using the Sonos app - Norton gives me a popup request to allow and then the system panics and reboots. Does anyone from Norton look at this stuff?
Posted: 22-Apr-2020 | 12:34AM · Edited: 22-Apr-2020 | 12:35AM · Permalink
Hi everyone. I've been watching this thread for a few months now and have given up waiting for Norton to fix this.
Unfortunately I paid for Norton 360 in December and I'm stuck with it (I'll push this to the Windows PC's I have as they seem to work OK) but have removed Norton from all my MAC's (MacBook Pro's and iMAC) - I've been using a competitor's product for about a month with no issues.
I think it's time perhaps to reconsider using Norton if you are on an Apple platform sorry to say - good bye Norton.
Posted: 22-Apr-2020 | 12:42AM · Permalink
I've no choice but to give up with Norton. I can't afford one or more crash per day with virtual machines open. I've already had to recover filesystems, I can't risk that much.
I've been a strong supporter of Norton over its direct competition for years, finding it the most reliable and features-balanced offer in the market. But this is plainly unusable and even dangerous.
Posted: 22-Apr-2020 | 1:56AM · Permalink
Hi everyone,
We understand that this is an unpleasant experience, and we sincerely apologise for the inconvenience caused. Please be assured that we are looking into this issue on priority. Once we have a solution, I will be sure to update this thread. Again, sorry for the inconvenience. Thank you.
-Gayathri
Posted: 22-Apr-2020 | 2:46AM · Permalink
Hi, Gayathri;
Me and the other users provided the logs.
It's my own imagination.
You have not found the direct cause of the kernel panic in the logs. Because there is no record of that Norton 360 crash in the log.
Am I wrong?
Posted: 24-Apr-2020 | 6:04AM · Permalink
Having the same issue, started the day I installed Norton 360.
Is there a way to uninstall 360 and install the older Norton Security? I can't find the download and understand the product may soon be no longer supported but at the very least it was stable and I'm happy to go back and use it until 360 is fixed.
Posted: 24-Apr-2020 | 6:07AM · Permalink
I've gone down this path several times, but it's just a temporary workaround. The older Norton Security would run fine for a few days (and in that timespan annoy often about updating to Norton 360) until it suddenly stops working closing internet connection of the Mac, hence forcing to uninstall and re-install once again.
Posted: 24-Apr-2020 | 6:15AM · Edited: 24-Apr-2020 | 6:16AM · Permalink
Unfortunately not. I had saved the installer itself until recently. Then a few days before renewing the subscription I experimented a few days of stability of Norton 360 (at that time I was only worried by the annoying repeated popups coming from the Application Blocking), so I threw it away and decide to re-subscribe. It would pass only a couple of days before the kernel panic problem started to arise. Too late.
Posted: 28-Apr-2020 | 7:55AM · Edited: 28-Apr-2020 | 7:57AM · Permalink
I have the same problem. Random crashes, mostly when the mac is idle (meaning I'm away from the mac for one hour). Started about 2 weeks ago and happens daily or every second day. Did not occur before Version 8.5.5
panic(cpu 2 caller 0xffffff7f9f612e44): "sfree on invalid allocation at 0xffffff80886f9c30"@/BuildRoot/Library/Caches/com.apple.xbs/Sources/Sandbox_executables/Sandbox-851.270.1/src/kext/smalloc.c:248
iMac 27", Mojave 10.14
Norton Security 8.5.5 / Build 293 ESD
A quick fix from Symantec would be great.
Posted: 28-Apr-2020 | 4:07PM · Permalink
Dear friends,
I got the same issue as well, two times by week at least.
panic(cpu 0 caller 0xffffff8003f7a718): "a freed zone element has been modified in zone kalloc.128: expected 0xdeadbeefdeadbeef but found 0xffffff803cc251d0, bits changed 0x2152416fe26fef3f, at offset 88 of 128 in element 0xffffff8028655b80, cookies 0x3f0011b4c97a4714 0x535214e154e500f"@/AppleInternal/BuildRoot/Library/Caches/com.apple.xbs/Sources/xnu/xnu-6153.101.6/osfmk/kern/zalloc.c:1229
Posted: 28-Apr-2020 | 4:21PM · Permalink
I my GOD!!! One more !
Posted: 28-Apr-2020 | 4:39PM · Permalink
Posted: 28-Apr-2020 | 5:28PM · Permalink
Catalina current 10.15.4 and Norton 8.5.5 — crash report:
panic(cpu 6 caller 0xffffff8000b7a718): "a freed zone element has been modified in zone kalloc.128: expected 0xdeadbeefdeadbeef but found 0xffffff80b0aa2dd0, bits changed 0x2152416f6e07933f, at offset 88 of 128 in element 0xffffff809caa3780, cookies 0x3f00117073ac893c 0x5352193b07bb241"@/AppleInternal/BuildRoot/Library/Caches/com.apple.xbs/Sources/xnu/xnu-6153.101.6/osfmk/kern/zalloc.c:1229
Backtrace (CPU 6), Frame : Return Address
0xffffffa77657b130 : 0xffffff8000b215cd
0xffffffa77657b180 : 0xffffff8000c5a3c5
0xffffffa77657b1c0 : 0xffffff8000c4bf7e
0xffffffa77657b210 : 0xffffff8000ac7a40
0xffffffa77657b230 : 0xffffff8000b20c97
0xffffffa77657b330 : 0xffffff8000b21087
0xffffffa77657b380 : 0xffffff80012c2c7c
0xffffffa77657b3f0 : 0xffffff8000b7a718
0xffffffa77657b420 : 0xffffff8000b7afb6
0xffffffa77657b440 : 0xffffff8000b7c5e8
0xffffffa77657b480 : 0xffffff8000b78a37
0xffffffa77657b5b0 : 0xffffff8000b2e4b4
0xffffffa77657b620 : 0xffffff80011f32e7
0xffffffa77657b650 : 0xffffff800123f7da
0xffffffa77657b730 : 0xffffff800123dc69
0xffffffa77657b7d0 : 0xffffff8001234817
0xffffffa77657b860 : 0xffffff8001235377
0xffffffa77657b8a0 : 0xffffff7f845e866e
0xffffffa77657b8c0 : 0xffffff7f845fcb2e
0xffffffa77657b990 : 0xffffff7f845ccb4f
0xffffffa77657ba20 : 0xffffff7f845d63ca
0xffffffa77657ba80 : 0xffffff7f845d7dc9
0xffffffa77657bac0 : 0xffffff8001254f3e
0xffffffa77657bb10 : 0xffffff7f845d7fc2
0xffffffa77657bb60 : 0xffffff800125e163
0xffffffa77657bca0 : 0xffffff8000c09bb2
0xffffffa77657bdb0 : 0xffffff8000b27328
0xffffffa77657be10 : 0xffffff8000afdcc5
0xffffffa77657be70 : 0xffffff8000b14aa2
0xffffffa77657bf00 : 0xffffff8000c32605
0xffffffa77657bfa0 : 0xffffff8000ac8226
Kernel Extensions in backtrace:
com.apple.iokit.IOAcceleratorFamily2(438.4.5)[33DA860E-90A6-3224-A944-93FA125B054E]@0xffffff7f845ab000->0xffffff7f8466efff
dependency: com.apple.driver.AppleMobileFileIntegrity(1.0.5)[5EF51D44-9FC7-357F-9FB7-3468FD748382]@0xffffff7f81588000
dependency: com.apple.iokit.IOPCIFamily(2.9)[1B1F3BBB-9212-3CF9-94F8-8FEF0D3ACEC4]@0xffffff7f81701000
dependency: com.apple.iokit.IOSurface(269.11)[E71EAC82-A838-3430-B5D1-2CB347E6CF59]@0xffffff7f82881000
dependency: com.apple.iokit.IOGraphicsFamily(575.1)[D47CA481-C5E5-3F03-9B04-6634DF5F3121]@0xffffff7f8319a000
dependency: com.apple.iokit.IOReportFamily(47)[337B24B2-0261-3521-8D1B-23387FC1D657]@0xffffff7f81630000
BSD process name corresponding to current thread: Google Chrome He
Mac OS version:
19E287
Kernel version:
Darwin Kernel Version 19.4.0: Wed Mar 4 22:28:40 PST 2020; root:xnu-6153.101.6~15/RELEASE_X86_64
Kernel UUID: AB0AA7EE-3D03-3C21-91AD-5719D79D7AF6
Kernel slide: 0x0000000000800000
Kernel text base: 0xffffff8000a00000
__HIB text base: 0xffffff8000900000
System model name: MacPro6,1 (Mac-F60DEB81FF30ACF6)
System shutdown begun: NO
Panic diags file available: YES (0x0)
System uptime in nanoseconds: 32040492027091
last loaded kext at 30934729657247: >usb.cdc 5.0.0 (addr 0xffffff7f83189000, size 28672)
last unloaded kext at 634939143646: >usb.!UHostPacketFilter 1.0 (addr 0xffffff7f81bfa000, size 24576)
loaded kexts:
com.movavi.driver.soundgrabber 2.0.0
com.Cycling74.driver.Soundflower 1.6.7
com.blackmagic-design.desktopvideo.iokit.driver 11.4.1
com.symantec.ips.kext 9.0.2
com.symantec.nfm.kext 9.0.1
com.symantec.internetSecurity.kext 9.0.3
com.promise.driver.stex 6.2.13
com.symantec.SymXIPS 9.0.1
>!ATopCaseHIDEventDriver 3430.1
@fileutil 20.036.15
>!A!BMultitouch 97
>!AUpstreamUserClient 3.6.8
>!AMCCSControl 1.11
@kext.AMDFramebuffer 3.0.8
@kext.AMDRadeonX4000 3.0.8
@kext.AMDRadeonServiceManager 3.0.8
>!AGraphicsDevicePolicy 5.1.16
@AGDCPluginDisplayMetrics 5.1.16
>!AHV 1
|IOUserEthernet 1.0.1
|IO!BSerialManager 7.0.4f6
>AGPM 111.4.4
>!APlatformEnabler 2.7.0d0
>X86PlatformShim 1.0.0
>pmtelemetry 1
>AudioAUUC 1.70
@Dont_Steal_Mac_OS_X 7.0.0
>!AHDA 283.15
>eficheck 1
>!AThunderboltIP 3.1.4
|!ABCM5701Ethernet 10.3.5
>!AMGPUPowerControl 5.1.16
>!ALPC 3.1
>AirPort.BrcmNIC 1400.1.1
>!A!IMCEReporter 115
@kext.AMD7000!C 3.0.8
>!A!ISlowAdaptiveClocking 4.0.0
@filesystems.autofs 3.0
>!UDisplays 380
|SCSITaskUserClient 422.101.1
>!U!SCoexistentDriver 489.101.1
>!AVirtIO 1.0
@filesystems.hfs.kext 522.100.5
@!AFSCompression.!AFSCompressionTypeDataless 1.0.0d1
@BootCache 40
@!AFSCompression.!AFSCompressionTypeZlib 1.0.0
@filesystems.apfs 1412.101.1
>!AAHCIPort 341.0.2
@private.KextAudit 1.0
>!ARTC 2.0
>!AACPIButtons 6.1
>!AACPIEC 6.1
>!AHPET 1.8
>!ASMBIOS 2.1
>!AAPIC 1.7
>!A!ICPUPowerManagementClient 222.0.0
$!AImage4 1
@nke.applicationfirewall 303
$TMSafetyNet 8
@!ASystemPolicy 2.0.0
>!A!ICPUPowerManagement 222.0.0
|EndpointSecurity 1
>usb.cdc 5.0.0
>!AHIDKeyboard 209
>!AHS!BDriver 3430.1
>IO!BHIDDriver 7.0.4f6
>!AMultitouchDriver 3440.1
>!AInputDeviceSupport 3440.8
>!ASMBus!C 1.0.18d1
@kext.AMDRadeonX4030HWLibs 1.0
|IOAccelerator!F2 438.4.5
@kext.AMDRadeonX4000HWServices 3.0.8
|IOAVB!F 840.3
>!ASSE 1.0
@plugin.IOgPTPPlugin 840.3
>DspFuncLib 283.15
@kext.OSvKernDSPLib 529
@!AGPUWrangler 5.1.16
>!UAudio 322.2
>!AHDA!C 283.15
|IOHDA!F 283.15
|IOEthernetAVB!C 1.1.0
>!ABacklightExpert 1.1.0
|IONDRVSupport 575.1
>!AGraphicsControl 5.1.16
>X86PlatformPlugin 1.0.0
>IOPlatformPlugin!F 6.0.0d8
|IO80211!F 1200.12.2b1
>mDNSOffloadUserClient 1.0.1b8
>corecapture 1.0.4
|IOSkywalk!F 1
@kext.AMDSupport 3.0.8
@!AGraphicsDeviceControl 5.1.16
|IOGraphics!F 575.1
|IOSlowAdaptiveClocking!F 1.0.0
@kext.triggers 1.0
|Broadcom!BHost!CUSBTransport 7.0.4f6
|IO!BHost!CUSBTransport 7.0.4f6
|IO!BHost!CTransport 7.0.4f6
|IO!B!F 7.0.4f6
|IO!BPacketLogger 7.0.4f6
>usb.IOUSBHostHIDDevice 1.2
>usb.!UHub 1.2
>!AThunderboltDPOutAdapter 6.2.6
|IOUSBMass!SClass 4.0.4
>usb.networking 5.0.0
>usb.!UHostCompositeDevice 1.2
>!AThunderboltPCIUpAdapter 2.5.4
|IOAudio!F 300.2
@vecLib.kext 1.2.0
|IOSerial!F 11
|IOSurface 269.11
@filesystems.hfs.encodings.kext 1
>!AThunderboltDPInAdapter 6.2.6
>!AThunderboltDPAdapter!F 6.2.6
>!AThunderboltPCIDownAdapter 2.5.4
|IOSCSIParallel!F 3.0.0
|IOAHCIBlock!S 316.100.5
>!AThunderboltNHI 5.8.6
|IOThunderbolt!F 7.6.0
>usb.!UXHCIPCI 1.2
>usb.!UXHCI 1.2
|IOAHCI!F 290.0.1
>usb.!UEHCIPCI 1.2
>usb.!UEHCI 1.2
|IOUSB!F 900.4.2
>!AEFINVRAM 2.1
>!AEFIRuntime 2.1
|IOSMBus!F 1.1
|IOHID!F 2.0.0
$quarantine 4
$sandbox 300.0
@kext.!AMatch 1.0.0d1
>DiskImages 493.0.0
>!AFDEKeyStore 28.30
>!AEffaceable!S 1.0
>!AKeyStore 2
>!UTDM 489.101.1
|IOSCSIBlockCommandsDevice 422.101.1
>!ACredentialManager 1.0
>KernelRelayHost 1
>!ASEPManager 1.0.1
>IOSlaveProcessor 1
|IOTimeSync!F 840.3
|IONetworking!F 3.4
|IOUSBMass!SDriver 157.101.3
|IOSCSIArchitectureModel!F 422.101.1
|IO!S!F 2.1
|IOUSBHost!F 1.2
>!UHostMergeProperties 1.2
>usb.!UCommon 1.0
>!ABusPower!C 1.0
|CoreAnalytics!F 1
>!AMobileFileIntegrity 1.0.5
@kext.CoreTrust 1
|IOReport!F 47
>!AACPIPlatform 6.1
>!ASMC 3.1.9
>watchdog 1
|IOPCI!F 2.9
|IOACPI!F 1.4
@kec.pthread 1
@kec.Libm 1
@kec.corecrypto 1.0
Posted: 29-Apr-2020 | 1:55AM · Edited: 29-Apr-2020 | 1:56AM · Permalink
FINALLY!!!
Somebody at Symantec has taken ownership and admitted that there is a problem.
Just wish this had been taken seriously weeks ago!
Too late for me, I'm using a different provider now, but hopefully a fix will come for the rest of the people having to put up with this issue.
Posted: 29-Apr-2020 | 2:32AM · Permalink
Hi, Gayathri;
This pdf has no direct relation to kernel panic. But I had a simple question, so I listed SymDaemon Crash Reporter.
The point that became clear from pdf;
- Crashed Thread is not always the same. However,
- Process that crashes is 100% SymDaemon. And,
- Exception Type is also 100% EXC_BAD_ACCESS (SIGSEGV).
I imagined. Isn't the same event occurring ( EXC_BAD_ACCESS (SIGSEGV) = Bad Memory Access ) in the kext of Norton 360?
**NOTE** Bat Memory Access expression in kernel panic;
- a freed zone element has been modified in zone kalloc.128: expected...
- sfree on invalid allocation at...
Do you think this imagination is off the mark?
Posted: 02-May-2020 | 5:23AM · Edited: 02-May-2020 | 5:44AM · Permalink
Hi everyone, I seem to have the same problem with the kernel panics. I have uninstalled Norton from my MacBook but the problem still persists. My error log still has the following kexts:
com.symantec.ips.kext 9.0.2
com.symantec.nfm.kext 9.0.1
com.symantec.internetSecurity.kext 9.0.3
com.symantec.SymXIPS 9.0.1
Has anyone tried to remove those kexts and see if it works?
Update: I have since used the tool here to remove Norton files from my MacBook. Not sure if this will stop the kernel panics. The kexts are still there as far as I can see. https://support.norton.com/sp/en/au/home/current/solutions/kb20080427024...
Posted: 02-May-2020 | 8:38AM · Permalink
Hello!
I updated to the latest version yesterday... I hope it has the solution! Any new content coming soon!
Version 8.5.5 - Build 293 - Layout ESD
Regards!
Posted: 05-May-2020 | 1:01PM · Permalink
I'm on Norton Internet Security 8.5.5 Build 293 Layout ESD, doesn't resolve anything and I'm continuing to have the kernel panic issues. I changed my Norton settings last week to disable any of the automatic or scheduled scans, and it appeared to fix the issue for about 2 days, then another kernel panic/reboot. Since then it's occurred almost daily (about the same as before, maybe slightly less often), still VERY ANNOYING! While I'm still monitoring this board for answers, it appears nobody including the folks at Symantec have any solutions aside from simply removing Symantec products entirely and using something else. I'm about to pull the rip cord on Symantec as well, just can't wait any longer for a fix.
Posted: 05-May-2020 | 6:22PM · Edited: 07-May-2020 | 7:44AM · Permalink
Hi, Norton team.
Thank you for protecting with Norton from virus.
It will be difficult under the COVID-19, but I would like you to continue patiently researching this issue.
I would to act with Norton team thus, i attached three kernel panic logs.
Finally, my enviroment is below.
Norton:
macOS:
Best regards,
Hiroaki
Posted: 08-May-2020 | 9:58AM · Permalink
Hi Gayathri;
How is the progress? Your actions I imagined...
- You haven't found any contact between the Norton 360 logging tool and the macOS kernel panic report.
- Therefore, you are looking for the cause in the source code from the top to the bottom with a bug net...
By the way, I recently found out that Dtrace is already installed in macOS. Can you use this? However, a simple dtruss -n SymDaemon may result in an attached file. I need the desired script. Is it possible for you to publish the script (or probe information)?
Posted: 08-May-2020 | 10:16AM · Permalink
My MAC has worked PERFECTLY since I uninstalled Norton 8.5.5 on April 19 when I last sent log files to Gayathri. I have had no kernel panics or runaway SymDaemon. And, its 9-year old Mid-2011 MAC with that I upgraded to 1TB SSD and 12GB RAM and works better now than when it was new. Norton 8.5.5 almost killed it. I would sure like Norton to fix the the software, OR give me a refund.
Posted: 16-May-2020 | 6:32AM · Permalink
Hi Gayathri and Support team;
Last May 15, Norton 360 for mac was automatically updated from 8.5.5 to 8.5.6.
However, my mac had a random kernel panic. Again.
I collected Norton's log and kernel panic report again. If you need those files I can send them.
However, there is no record of kernel panic in Norton's log this time.
I hope to end this trouble soon. And I am willing to cooperate. But you are already aware. It is not possible to record this fact with the current Norton 360 log. If you have any idea to provide me with a new logging tool (eg memory trace) please contact me.
Thank you.
Posted: 16-May-2020 | 10:42AM · Edited: 16-May-2020 | 10:48AM · Permalink
Gayathri, As you requested, I sent you crash logs on April 18 and April 19 (four weeks ago). Has any progress been made to fix the Kernel Panic and the runaway SymDaemon issues? Could you provide a weekly update on what has been done? Otherwise we are all going the believe that nothing is being done to address these issues. I suspect there are MANY MANY MAC users who are impacted by this but they haven't yet figured out that Norton is causing it.
Posted: 16-May-2020 | 1:26PM · Permalink
I got two kernel panic after to install the update.
Final solution = I uninstall Norton. No more kernel panic during the last days.
Posted: 18-May-2020 | 2:23AM · Permalink
I reinstalled Norton Security last week (I had removed it before doing the update to Catalina from Sierra back in January) and have had 2 kernel panic crashes since and never before. The crashes were auto-reported to Apple. I also had the Apple warning about legacy code becoming non-viable. Thanks for this thread which seems pretty conclusive that Norton is the cause. The announcement about 8.5.6 being released makes no mention so I'll uninstall Norton again. The instructions for Catalina uninstall say "make sure the Norton App isn't running" which seems a big ask, unless it just means don't have the window where you can demand a scan etc. open.
Posted: 19-May-2020 | 3:10AM · Permalink
So I gave Norton 8.5.6 a try and not only it didn't solve the problem, but as I also tried to re-enable the Application Blocking feature (which was disabled because it caused several repeated popups in a day), I immediately had to disable it because it fired tens of popups (repeated, once more) in a matter of minutes.
So, half the reason I choose Norton was because it offered the Application Blocking while Kaspersky and Bitdefender had no similar feature. The other half was because I trusted it more in terms of reliability both from a Security and a stability point of views. As both have now clearly failed and it seems Norton can't cope with it, does anyone know how to obtain a refund since my subscription has been renewed about 1.5 months ago but the product is not usable ? I have to spend money otherwise anyway.
@Gayathri could you please address ?
Posted: 24-May-2020 | 8:39AM · Permalink
I am still seeing this issue. I have attached a .txt file of the crash report generated by the kernel panic and subsequent system reboot. Any help you can provide would be appreciated.
Posted: 24-May-2020 | 12:25PM · Permalink
Here is the current "fix" offered by Norton (Last modified: 11/19/2019) - only the solution does not work. I have completed the full set of instructions at least 5 times but the problem still recurs and my Mac still crashes regularly.-
https://support.norton.com/sp/en/us/home/current/solutions/v117027269
[I have marked this entry as a possible solution to the problems raised in this thread because it is the only solution Norton currently offers officially. However, it does not work, as mentioned.]
Posted: 24-May-2020 | 5:13PM · Edited: 25-May-2020 | 11:11AM · Permalink
I have elevated this issue by sending it directly to Executive Escalations at NortonLifeLock The executive level may be unaware that they have a defective product and unresolved issues affecting many, maybe all, MAC users. I have been dealing with this issue for 6 months and tried every solution recommended by customer support multiple times. I sent crash logs 7 weeks ago to no avail. Hope this helps.
UPDATE: This has already failed. The Executive Escalation email account no longer works. This is part of their problem. If they stick their fingers in their ears they wont hear about any problems. They may have also gotten too big to listen after merging Norton and LifeLock and dozens of other smaller companies. Unacceptable.
UPDATE 2. My email to the company president did not bounce. Maybe he will read it and help us.
[Edit: Removed email address to conform with the Participation Guidelines and Terms of Service]
Posted: 24-May-2020 | 5:16PM · Permalink
Me too. My only solution was to uninstall it and that took care of the problem. I'm looking at the alternatives if I don't hear something in the next week.
Posted: 24-May-2020 | 6:03PM · Permalink
If you are a Twitter user you might want to contact @neiljrubenking
Neil tests and reviews security software (Windows and Mac) for PC Magazine. Norton may not listen to their loyal customers but they do listen to Neil Rubenking.
Posted: 25-May-2020 | 6:31AM · Permalink
Thanks for acknowledging that the problem lies with Norton LifeLock.
For that, grateful for a FULL refund as it has completely rendered my Mac unusable, and I had to delete Norton Internet Security from my Mac.
Feel free to contact me if need be for further details.
Posted: 25-May-2020 | 6:35AM · Permalink
Thanks to you ZC. Could you please advice on how did you get the full refund ? I would like to ask the same myself in order to purchase an alternative solution.
Posted: 25-May-2020 | 7:01AM · Edited: 25-May-2020 | 10:59AM · Permalink
Norton LifeLock Primary Executives Email Contact:
Samir Kapuria
President at NortonLifeLock
Vincent Pilette
CEO of NortonLifeLock
Both emails did not bounce.
[Edit: Removed email addresses (PII) to conform with the Participation Guidelines and Terms of Service]
Posted: 25-May-2020 | 11:15AM · Permalink
Hi,
We apologise for the inconvenience caused. We are working to find a fix for this issue. In the meantime, any of you who are willing to help us by gathering logs, please send me a private message. Again, we are sorry about this issue. Thank you.
-Gayathri
Posted: 25-May-2020 | 11:34AM · Edited: 25-May-2020 | 1:58PM · Permalink
LOOKING FOR ADVICE AS TO HOW TO PROCEED AND WHAT TO SHARE
Yesterday, I sent the following message to @Gayathri_R:
Dear Gayathri,
In the following community thread you invited Norton 360 users to send you their crash logs if we are still experiencing the issue:
https://community.norton.com/en/forums/kernel-panic-problem
I am still seeing this issue. I sent a .txt file (Nortoncrashreport.txt.zip) of the crash report generated by the kernel panic and subsequent system reboot to the forum admins. A screenshot of the problem is also provided here, below, and you can access the original crash report log here
Any help you can provide would be appreciated.
___________
Today I received the following reply:
Hi,
https://community.norton.com/en/forums/kernel-panic-problem
Thank you so much for reaching out. Could you please reproduce the issue, and then collect the 3 sets of logs mentioned here. Please upload these logs to your forum thread [linked above] by replying to it? Here are the steps to collect logs [edited for brevity in this re-post]:
1. LiveUpdate Logs - /Library/Application Support/Symantec/Silo/MES/LiveUpdate/Logs
2. Symantec Support Data
3. GatherNortonInfo Logs: [by downloading and installing the GatherNortonInfo tool]
Please reply to the thread linked above and upload the log files.
_______________________
I'M CONCERNED ABOUT GATHERING ALL THIS INFORMATION (ESPECIALLY VIA STEP 3) AND SHARING IT ALL HERE ON THIS COMMUNITY FORUM. IS THIS SAFE TO DO? ARE OTHERS DOING THIS, TOO?
Posted: 25-May-2020 | 11:55AM · Permalink
Hi @Alex8er,
When you upload the requested logs under 'Log Files', they will be shared with the Admins only. It can't be downloaded directly from this site. Thank you.
-Gayathri
Posted: 25-May-2020 | 2:43PM · Permalink
Hi @Gayathri_R,
As per your instructions, I have generated the three sets of logs you requested and am uploading them for Admin review here with this message.
Thank you for addressing this problem situation.
~ Alex&er
Posted: 26-May-2020 | 1:21PM · Permalink
Hi. As you requested, I am sending my log files since I started saving them (there are 13). Sorry, but I don't have the logs in Symantec folder, since I uninstalled Norton because of the recurrent crashes.
I hope it helps.
Posted: 26-May-2020 | 1:31PM · Permalink
After emailing the Norton Escalation team yesterday, which bounced, I then emailed the Company president which did not bounce. Today, I received voicemail and email from the Escalation team. They assigned a new case # and requested my logs which I sent again, same logs I sent on 18 and 19 April to Gayathri. Keeping my fingers crossed that we may be on some path to a fix for this problem.
Posted: 30-May-2020 | 1:52PM · Permalink
Hi Gayathri,
Please, find attached all requested logs, including an error report from Apple.
Posted: 31-May-2020 | 6:40PM · Permalink
@Gayathri_R, @BA701 or anyone else on this forum - is there any news on a possible resolution to this problem? My computer continues to crash on an average of once a day. This makes Norton equivalent of a virus to my OS... I'm hoping Norton provides a fix sooner rather than later.
Posted: 31-May-2020 | 7:06PM · Permalink
I emailed the company president and the escalation team last week. I got a response from Georgeta at the Norton Global escalation team requesting my crash logs which I provided. On Wed, May 27 she emailed that "The issue is now reviewed by the technical team for a fix. As it may take some time for them to complete the review of the issue and resolve the matter. I would like to let you know that I will be your point of contact and as soon as I receive an update, I will be in touch. Should you have any queries or questions, please do not hesitate to reach out."
I will post again when I hear from her.
Posted: 31-May-2020 | 9:15PM · Permalink
Excellent. Thank you for letting us know, @BA701. I provided the full set of logs that Gayathri asked for and uploaded them in this forum for administrator review. Should you think my logs would strengthen your case with Georgeta, let me know and I'll share them with you so that you can pass them on to her. (Only if you think it would be helpful, of course.)
This thread is closed from further comment. Please visit the forum to start a new thread.