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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: 01-Jun-2020 | 2:52AM · Permalink
*** Introduction ***
I didn't know the fact that Symantec VIP Access certification was abolished. So I couldn't join the community until now.
*** Main ***
What I was afraid of has finally materialized.
I lost some iTunes data because of a random kernel panic that occurred in the past. It is true that the damage caused by file loss is inevitable because the cause is a kernel panic.
However, this time, all the data on "Network Activities" and "Security History" of the Norton 360 main unit is no longer displayed.
The answer from Norton Support is to reinstall Norton 360.
(The level of support skill is that you should close the screen with [x] in the upper right. I said that this is macOS.)
God knows if the corrupted file is only under Norton's control and can be reinstalled and restored.
Posted: 01-Jun-2020 | 3:11AM · Permalink
Hi all,
I have emailed both the CEO and President of NortonLifeLock, and have gotten a full refund for my Norton subscription.
Do reach out to me privately if you would like the email address of the CEO and President to escalate any pending issues and/or refund requests.
-Z-
Posted: 01-Jun-2020 | 3:14AM · Permalink
[UPDATE]
Hi all,
I have written to both the President and CEO of NortonLifeLock and have requested a full refund - my request was granted.
If you should require to raise any issues or refund requests, do reach out to the 2 gentlemen to escalate.
-Z-
Posted: 02-Jun-2020 | 4:02PM · Permalink
Why are there two threads for this same issue?
This one here:
https://community.norton.com/en/comment/8411701
And another one here:
Posted: 05-Jun-2020 | 4:38PM · Permalink
Hi,
We are working on this issue as a top priority. We will be delivering a fix soon. Thank you.
-Gayathri
Posted: 17-Jun-2020 | 4:00PM · Edited: 18-Jun-2020 | 11:10AM · Permalink
Hi everyone,
Thank you for reporting this issue on the Norton Community forums. The details you provided and the logs you sent us were very helpful. We really appreciate it.
We have released Norton Security for Mac 8.5.7 that contains a fix for this issue. Please let us know if this issue persists after the update.
Thank you,
Gayathri
[Edit: Linked the blog announcement.]
Posted: 17-Jun-2020 | 4:06PM · Permalink
Looking forward to hearing from others. I uninstalled Norton from all my computers and was going to buy an alternative in the next few days so good to hear some feedback if this works (or not).
Posted: 18-Jun-2020 | 10:01AM · Edited: 18-Jun-2020 | 10:14AM · Permalink
Installed Mac 8.5.7 build 128 last night, 14-hours ago. No crash yet. That's already an improvement. Although, SymDaemon spikes to 393% of CPU periodically. If this survives a crash over the next 24 hours, I will begin to have confidence in the fix. If I have a crash, I will submit new logs asap.
Posted: 19-Jun-2020 | 7:49AM · Permalink
After 36 hours of running Mac 8.5.7 build 128 I have not experienced any kernel panic or sudden reboot. I am beginning to have confidence that this build may have fixed the problem. However, SymDaemon randomly uses between between 150-393% of CPU for 1-2 minutes each time, and the MAC gets extremely hot. A SymDaemon runaway process seems to have been a contributing factor, or precursor event, to kernel panics in the past. But, as of now, SymDaemon is only using a lot of CPU, but has not yet become a runaway process on build 128. Time will tell.
Posted: 19-Jun-2020 | 8:12AM · Permalink
Same result here. No kernel panics, but the SymDaemon process appears to be using quite a bit of the CPU and my laptops been heating up. Doesn't help too much when you can literally feel the heat radiating from the keypad.
Posted: 19-Jun-2020 | 8:15AM · Permalink
Thanks for the test results. Hopefully Gayathri will have a comment on the CPU usage and potential resolution.That is a problem though a lot less critical than regular crashes.
Posted: 19-Jun-2020 | 3:29PM · Permalink
Thank you for the feedback. I have moved comments related to SymDaemon to a new thread. To discuss further, please visit SymDaemon causes CPU Spike thread. In this thread, please let me know if the fix worked for the kernel panic issue in this thread. Thank you.
Posted: 19-Jun-2020 | 3:35PM · Permalink
Thank you @Gayathri_R. Results for me are the same as what others are posting here: no more crashes but frequent heat spikes apparently caused by SysDaemon CPU hogging. Will comment further on the link you shared.-
Posted: 20-Jun-2020 | 7:31AM · Edited: 20-Jun-2020 | 7:32AM · Permalink
All: Have you updated to the latest release? The change log is here specifically that the kernel panic issue was addressed. Please post back with your findings.
Cheers
Posted: 20-Jun-2020 | 7:49AM · Permalink
I installed Mac 8.5.7 build 128 about 60 hours ago and have had no kernel panics. The issue seems to be resolved. But, the SymDaemon issue that seemed to accompany or precede kernel panics on the last version has improved but may still be an issue. Hopefully this does not cause kernel panics that only take longer to manifest.
Posted: 20-Jun-2020 | 8:05AM · Permalink
Thanks for the post back. The SymDaemon issue now has it separate thread where it is being actively monitored by Admins and the team here.
Cheers
Posted: 26-Jun-2020 | 1:49AM · Permalink
The last update seems to be a partial solution to the wider range of issues that appear common to most mac users. Since the update I have not experienced a kernel panic despite leaving pc on unattended overnight for several days. However, the veeery sloooow start up, persistent requests to allow apps on to the internet and running hot (the problems I see most) have not improved and continue to be a major frustration/interruption.
I am running High Sierra on an iMac with Norton 360 8.5.7
Posted: 26-Jun-2020 | 6:14AM · Permalink
JayW is correct, Norton for Mac still needs the following issues to be fixed:
1. Very slow start up - adds over a minute to the boot sequence time. (Time you have to wait before you can access the internet.)
2. Persistent requests to allow apps on to the internet.
3. Running hot.
4. No way of telling Norton to stop asking for permission to install browser add ons.
Posted: 26-Jun-2020 | 6:20AM · Permalink
I gave 8.5.7 a try and I can confirm what others (JayW, azdude, etc) are reporting: no kernel panics, but new problems like SymDaemon spiking or slower startup, and old ones, especially the very detestable request for app permissions by the Application Blocking module, which I had to deactivate again, and this is especially frustrating as I rely on it.
Posted: 26-Jun-2020 | 6:34AM · Permalink
Thanks for that support Gayathri. I also installed the new version and I have had no more Kernel Panics since then.
Posted: 26-Jun-2020 | 9:47AM · Permalink
@BMC Since you are the OP I'm following up with you to see if the kernel panic issue was resolved for you with the last product update?
Cheers
Posted: 28-Jun-2020 | 11:51AM · Permalink
Hi,
No idea if it would have resolved my problem. As mentioned earlier in this thread - much earlier - I uninstalled it weeks ago since I never received any response from the Norton Support team to my support queries not the sales team with regards to a refund for a product which is not fit for purpose.
Overall I an VERY disappointed with the support received not to mention the issue taking so long to resolve - if indeed it has. Had the company had the decency to respond to my emails etc. then I may have considered working through the issues with them but as the customer support was so lacking, I felt it best to give up.
The replacement system I have installed and am now using is performing flawlessly.
I will not be renewing my subscription.
Posted: 28-Jun-2020 | 1:19PM · Permalink
BMC thanks for the follow-up. There is much reading and too many individuals in the post. I must have missed the post from you. Hopefully the issues with MAC will be resolved ASAP. The teams are actively working the issue as is shown in other threads. Being that Apple has no released Bi Sur, aka MAC OS 11, Norton will be once again starting over with compatibility issues. Good luck going forward, stay healthy.
Cheers
Posted: 03-Jul-2020 | 2:11AM · Permalink
Just had my first crash since 8.5.7 - logs uploaded
Posted: 06-Jul-2020 | 10:39AM · Permalink
All: Version 8.5.8 has been released. The thread and notes are here. Please post any improvements or other new issues as necessary.
Cheers
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