Solved.
Kudos0

computer no longer going into sleep mode

Posted: 27-Aug-2016 | 8:25AM · 82 Replies ·

dell desktop, win764bit, ns22.7.1.32(latest), ff48.0.2 w/ubo,  sandboxie5.12, mbam free.  this started friday afternoon. i have set to go into sleep mode after 20 min. now the machine just stays on.afaik, the only changes made were norton and mbam updates.i turn the computer off at night and today i have rebooted several times in a row, but the computer still stays on. any ideas on what has happened? thanks for your help.

Labels: Norton Security
Accepted Solution
Kudos3 Stats

Re: computer no longer going into sleep mode

Posted: 09-Sep-2016 | 1:18AM · Permalink

Hi everyone,

A Norton product HOTFIX has been released via LiveUpdate to fix this 'Computer no longer goes into sleep mode' issue.

Patch Targets: 22.7.1 product layout

Reboot Required: Requires a reboot in all operating systems

Product version number: No Change, Remains 22.7.1.32

LiveUpdate Summary: NS/NSBU/NIS/NAV/N360 Product Update

Thanks for your patience and please run LiveUpdate until all the updates are installed, reboot and let us know if this Hotfix fixed the issue.

Original 22.7.1 announcement updated

View Accepted Solution in Context

Replies

Kudos0

Re: computer no longer going into sleep mode

Posted: 27-Aug-2016 | 8:39AM · Permalink

> since you write Norton + SBIE
> Invincea recommends Windows Defender / Essentials.
http://forums.sandboxie.com/phpBB3/viewtopic.php?f=11&t=21539

Kudos0

Re: computer no longer going into sleep mode

Posted: 28-Aug-2016 | 12:21AM · Permalink

You might want to check your 'Power Options' of computer in the control panel. Its listed with the same name I gave. Its possible a program caused your power to change settings.

DELL XPS 8900 / I7-6700 / x64 / 16GB RAM / Win7 Premium/ Norton Security 2020
Kudos0

Re: computer no longer going into sleep mode

Posted: 28-Aug-2016 | 1:27PM · Permalink

I have the same issue (Win7, Norton 360 Premier Ver.# 22.7.1.32). I suspect it's Norton keeping it awake, but not entirely sure. The last Windows 7 update I had was 8/17 and I'm fairly sure I would have noticed it previous to a couple days ago (about the same time as the original post). Previously the Norton Remediation task was a sleep issue for quite some time before Norton appeared to fix it. I'm wondering if it's an issue again as the task 'trigger' is set up with a run duration of 'indefinitely'. I just now disabled the task to see if it allows the computer to sleep again. I'll report back my findings.

Kudos0

Re: computer no longer going into sleep mode

Posted: 28-Aug-2016 | 3:20PM · Edited: 28-Aug-2016 | 3:32PM · Permalink

I have the same problem (multiple machines). My machines sleep after one hour (always have), now they stay awake and will not go into sleep mode. Norton is really the only thing updated since it recently started to happen and to verify I restored one of my affected machine back two months from an image. Was working fine again until I applied Norton updates / patch. Now it's doing the same thing again. This is started to get frustrating, hope it's fixed / patched soon!

Machines, Win 7 & Win 8.1.

Kudos0

Re: computer no longer going into sleep mode

Posted: 28-Aug-2016 | 5:57PM · Permalink

 Same problem with 2 laptop's running win7 home premium & 1 win7 pro in the last couple of days since applying the Norton updates. (running Norton security suite 22.7.1.32)

Kudos0

Re: computer no longer going into sleep mode

Posted: 28-Aug-2016 | 6:02PM · Edited: 28-Aug-2016 | 6:02PM · Permalink

Wow, having same issue with two of my computer desktops with same Norton Internet Security. One is a 7 and 8.1. Now maybe I know the reason. Powercfg shows no requests to keep computer awake, but now I think Norton itself might have a bug doing this. If I restart it'll go to sleep, but if I wake it back up and let it idle again it will not enter sleep, on either machine. And, like you, this started Friday on my 8.1 machine, and today after I updated Norton on my 7 machine.

Kudos0

Re: computer no longer going into sleep mode

Posted: 28-Aug-2016 | 7:24PM · Permalink

I restored my Windows 7 desktop back to August 21, and on restart Norton wasn't running so I just let the computer idle and sure enough, it went to sleep after 20 minutes on its own. Obviously an update they released Friday is causing this problem,mans I hope they notice and fix it.
Kudos1 Stats

Re: computer no longer going into sleep mode

Posted: 28-Aug-2016 | 7:38PM · Permalink

Hello

I have notified Norton about this issue.

Thanks.

Success always occurs in private and failure in full view. Windows 10 Pro 64 bit 2004 N 360 22.20.5.39 Chrome latest version.
Kudos0

Re: computer no longer going into sleep mode

Posted: 28-Aug-2016 | 7:48PM · Permalink

Thanks floplot!
Kudos1 Stats

Re: computer no longer going into sleep mode

Posted: 29-Aug-2016 | 3:36AM · Permalink

Hi Everyone,

Thanks for reporting this issue. I have sent you a private message via forums requesting more details and logs for further investigation. Please check it when you get a chance. Thanks. 

Sunil_GA | Norton Community Administrator | NortonLifeLock
Kudos0

Re: computer no longer going into sleep mode

Posted: 29-Aug-2016 | 11:52PM · Permalink

I notice the same issue. There are also :

  • a problem with automatic running of Norton Insight;
  • a problem with logging into my account for Identity Safe (sometimes it works sometimes not)
  • a problem in my accout webpage - it doesn't see my PC (the only one)  
Kudos0

Re: computer no longer going into sleep mode

Posted: 30-Aug-2016 | 11:21AM · Permalink

with Sunil _GA 's help, norton now has my logs. hopefully a fix will be soon. i'm sure other's logs would also be helpful. a video of this process(using the log tool) so everyone would know what to expect, would be very helpful. thanks

Kudos0

Re: computer no longer going into sleep mode

Posted: 30-Aug-2016 | 3:15PM · Permalink

I haven't done the logs, as I don't have time to run through that process, and don't know how to compress and zip and all that stuff. This is just an infuriating issue, and makes me want to uninstall Norton... I restarted both computers today, and they go to sleep when left idle. But once they awake, they will not go back to sleep, no matter how long they're idle for. Something upon a first wake up is preventing sleep with Norton. And again, there are no requests upon using cmd powercfg /requests, and my power plan settings have not changed. The Norton program itself is the problem, I suspect. Has anyone tried closing Norton and seeing if it goes to sleep?
Kudos0

Re: computer no longer going into sleep mode

Posted: 31-Aug-2016 | 4:46PM · Permalink

after seeing the new thread about this issue and the poster stating powercfg returning a symerr , i ran the cmd and powercfg/requests and again it stated none, none, and none.oh well.

Kudos0

Re: computer no longer going into sleep mode

Posted: 31-Aug-2016 | 4:59PM · Permalink

Same here, Topo. Just did it on my 8.1 and no requests, yet won't enter sleep. I've seen people have this issue with other programs even though they weren't sending requests. Norton just updated something that's preventing sleep.
Kudos0

Re: computer no longer going into sleep mode

Posted: 01-Sep-2016 | 11:44AM · Permalink

And just to reinforce its Norton, I did the RnR tool on my 8.1 desktop. Instead of restarting right away, I hit restart later. Norton was currently uninstalled so I let my computer idle and 15 minutes later, it went to sleep! Woke it up and waited again, went to sleep! So yes, it is Norton that is causing the computer to stay awake.
Kudos0

Re: computer no longer going into sleep mode

Posted: 01-Sep-2016 | 5:33PM · Permalink

I am new to this forum, but can verify that this is happening to me as well (Win7 x64) on both of my desktop PCs.

They are both configured the same and this started occurring around the same time that all these other posts mentioned.

Very frustrating, reminds me of some of the sleep issues which used to occur with NIS and the Windows-Vista OS before it got fixed.

I am very much hoping that this can be fixed ASAP.

Kudos0

Re: computer no longer going into sleep mode

Posted: 01-Sep-2016 | 7:06PM · Permalink

You and I both Lion Heart. It's just beyond irritating I can't let my computer idle and do tasks and go to sleep after the allotted time and have to do it manually. It's not the end of the world, but it should t be that hard for Norton to fix. Something they updated within the last week is causing this, just go back and test what update did this.
Kudos0

Re: computer no longer going into sleep mode

Posted: 02-Sep-2016 | 7:03PM · Permalink

@MedievalMan: If I may make an observation your input is valued, but in the time you've taken to post in this thread and a similar one below you likely could have had time to upload the files. How to zip the files could have been a simple Google or YouTube search away. Your file upload contribution could possibly be the additional data Norton needs to troubleshoot and fix the problem. Not trying to be harsh, just thoughts for you to consider how your contributions could provide the outcome you/we desire.

https://community.norton.com/en/forums/computer-wont-go-sleep-mode-automatically

Kudos0

Re: computer no longer going into sleep mode

Posted: 02-Sep-2016 | 7:34PM · Permalink

Or maybe I feel that that download/file collector feels intrusive to my personal stuff, and it sounds like it's collecting more than it needs. I shouldn't have to download programs for Norton to fix a problem they caused. Again, it came out last week. Seems like they just need to go back and test what they sent out and see what's not computing to let it sleep. All the steps and downloads and such shouldn't be necessary...
Kudos0

Re: computer no longer going into sleep mode

Posted: 03-Sep-2016 | 8:55AM · Permalink

Has there been any official acknowledgement of this issue from Symantec?

It is very obvious that this is an issue with Norton, not an OS issue... Is Symantec actively working on it?

And if so, is there an estimated completion date?

Kudos1 Stats

Re: computer no longer going into sleep mode

Posted: 03-Sep-2016 | 9:58AM · Edited: 03-Sep-2016 | 10:10AM · Permalink

Ronny7:

I notice the same issue. There are also :

  • a problem with automatic running of Norton Insight;
  • a problem with logging into my account for Identity Safe (sometimes it works sometimes not)
  • a problem in my accout webpage - it doesn't see my PC (the only one)  

To affected users:

There is a known issue with Symantec's servers that affects some background Norton tasks that run during system idles - see mgirons' thread Norton Insight Fails to Run for one example.  This is just speculation on my part, but it's possible that some users in this thread have machines that fail to go into sleep mode because Norton is continually trying (and failing) to run certain background maintenance tasks during system idles.

The Norton Insight task last ran on my machine on 25-Aug-2016 and during my last Live Chat with Norton Customer Support they said that "We are working on the server error on our end. Rest assured that your Norton is working properly also there is no error on the Norton product, it is only on signing in the accounts." (which makes no sense to me, since you shouldn't have to be logged into your Norton account in order to run automatic background tasks like Norton Insight during system idles).  Assuming all these glitches are connected to the current problems with the Symantec servers, mgirons posted <here> that second tier tech support hoped the issue would be fixed by this coming Monday (05-Sep-2016).
------------
32-bit Vista Home Premium SP2 * Firefox v48.0.2 * NIS v22.7.1.32 * MBAM Premium v2.2.1

Kudos0

Re: computer no longer going into sleep mode

Posted: 03-Sep-2016 | 10:14AM · Permalink

Thank you. Makes sense (except the logging in part, like you said), especially after noting the warning "Name resolution for the name spoc-pool-gtm.norton.com timed out after none of the configured DNS servers responded" right around the time this all started.

Kudos0

Re: computer no longer going into sleep mode

Posted: 03-Sep-2016 | 11:42AM · Permalink

This would help explain why my full system scan hasn't run the past two Fridays as scheduled during idle time. These issues appear to tied together.
Kudos0

Re: computer no longer going into sleep mode

Posted: 04-Sep-2016 | 9:05AM · Permalink

For those who asked.... If you remove Norton, your machine will sleep as designed and expected. I was able to get the Norton rep to send me a link for and older version of Norton Security and it allows my machine to sleep when expected. The issue is specific to version 22.7.1.132 no matter what product you have. I have it on 2 machines running Norton Security and 1 running Norton 360. Also, you can set the sleep time to something < 5 minutes and it will work. That's way too short for me, but it is a workaround. And lastly, if you contact Norton, be prepared for the 'it's Microsoft, not Norton' line.

Kudos1 Stats

Re: computer no longer going into sleep mode

Posted: 04-Sep-2016 | 10:04AM · Edited: 04-Sep-2016 | 10:23AM · Permalink

Hi cjahn50:

I you mean that Norton Customer Support gave you the download link to the old NIS v21.x installer, that's a very dangerous workaround.  None of the Norton products older than v22.x have been patched for the critical security vulnerabilities described in the Symantec security advisory SYM16-010 of 28-Jun-2016 - see RLWA's thread Support of NIS 21.7.0.11 Discontinued. These unpatched security vulnerabilities are the only reason why I upgraded from v21.7.0.11 to v22.7.x and I've had non-stop problems with NIS on my 32-bit Vista machine ever since then.

From the blog entry How to Compromise the Enterprise Endpoint by Tavis Ormandy of Google's Project Zero, who discovered these vulnerabilities:

"These vulnerabilities are as bad as it gets. They don’t require any user interaction, they affect the default configuration, and the software runs at the highest privilege levels possible. In certain cases on Windows, vulnerable code is even loaded into the kernel, resulting in remote kernel memory corruption."
------------
32-bit Vista Home Premium SP2 * Firefox v48.0.2 * NIS v22.7.1.32 * MBAM Premium v2.2.1

Kudos0

Re: computer no longer going into sleep mode

Posted: 04-Sep-2016 | 11:33AM · Permalink

The link they gave me installs 22.6.0.142. It resolves the sleep issue. I'll go to the latest when they fix the problem.

Kudos0

Re: computer no longer going into sleep mode

Posted: 04-Sep-2016 | 1:25PM · Permalink

But LiveUpdate will bring you back to the 22.7.1.32

If you want to stay on 22.6, you will have to disable automatic LiveUpdate. But you will be leaving yourself at risk, as you will not have the latest security and definition updates.

Kudos0

Re: computer no longer going into sleep mode

Posted: 04-Sep-2016 | 1:36PM · Permalink

No, that's not correct. There is a setting for Automatic Download of New Version under Administrative setting. I have turned that off. LiveUpdate is set to auto.

Kudos1 Stats

Re: computer no longer going into sleep mode

Posted: 04-Sep-2016 | 2:15PM · Permalink

Automatic Download of New Version refers to going from 22.x.x.x to 23.x.x.x. All other inline updates are handled by LiveUpdate. So as you are at 22.6, the next time you run LiveUpdate you will be updated to the 22.7 version.

Kudos0

Re: computer no longer going into sleep mode

Posted: 04-Sep-2016 | 3:47PM · Permalink

I have no idea how Norton numbers new versions vs. point updates. That said, I update mine to the latest version so I can track the "updates". Until then, I'll manually put the box to sleep.

Kudos0

Re: computer no longer going into sleep mode

Posted: 05-Sep-2016 | 6:31AM · Permalink

I'm having the same trouble. I opened a chat and spent an excruciating 45 minutes of "Sunny" telling me the reason why my PC won't go to sleep after 30 minutes of inactivity is that I have my shutdown button set to shutdown. I pushed and pushed hard because we all know that's BS. Eventually, he/she explained that "we are not trianed in Windows sleep mode settings" (spelling is a direct quote, I had him/her pretty flustered by then).

We already know you aren't trained, Sunny...we know.

I have an open ticket with Symantec. I am removing Norton and looking into Avast for my clients who get Norton for "free" through Comcast as a temporary solution until Symantec patches this bug.

Here's hoping they are actually looking into it.

Kudos0

Re: computer no longer going into sleep mode

Posted: 05-Sep-2016 | 8:03AM · Permalink

It's ridiculous how ignorant they are that it's their fault. My computer just happens to go into sleep mode when your product is uninstalled or an older version is present, right? Your product is bugged, stop blaming others and fix the problem!
Kudos0

Re: computer no longer going into sleep mode

Posted: 05-Sep-2016 | 9:16AM · Permalink

This is getting beyond frustrating!

Kudos0

Re: computer no longer going into sleep mode

Posted: 05-Sep-2016 | 9:33AM · Permalink

I had another chat with Norton to verify my case was still open. The person I chatted with was named Mae Blessile. After going over all the details again, I was asked if I wanted to upgrade to Windows 10. When I said no, I got this:

1. Click All Programs > Accessories > System Tools > Task Scheduler.
2. Select Remediation Folder & then AntiMalware event
3. Stop AntiMalware event and click Properties.
4. Uncheck all options which allow event to run, recreate & regenerate from all available tabs
5. Delete AntiMalware event.
6. Restart the computer.
7. Also delete the AV folder
8. The location is C:\Program Files\Common Files\AV

I did all the steps and so far, all 3 boxes sleep as scheduled.

I can speculate about why this 'fixes' the problem, but with Norton, tomorrow is another day

Use this at your own risk and good luck.

Kudos0

Re: computer no longer going into sleep mode

Posted: 05-Sep-2016 | 10:04AM · Permalink

I was asked if I wanted to upgrade to Windows 10.

 Is it possible they asked if you had already upgraded to Windows 10? I ask because my Win 10 machines have none of those entries in Task Scheduler. They may have asked so they could give the right information.

Kudos0

Re: computer no longer going into sleep mode

Posted: 05-Sep-2016 | 10:39AM · Permalink

No. I think they asked because there's a likelihood that this is not an issue in Windows 10. And, if I went to Windows 10 then there's no issue for Norton. The remediation task was specifically put there to validate Norton and the upgrade for those who planned to go to Windows 10. The first version of the task woke the machine up. Prior to this chat, I deleted the task. I have to assume, and I know that dangerous, that going through the steps is required prior to deleting it.

Kudos0

Re: computer no longer going into sleep mode

Posted: 05-Sep-2016 | 10:53AM · Permalink

I deleted the task last week on my 8.1 desktop and after restarting it just came back. Are these steps exact? And has anyone else tried this?
Kudos0

Re: computer no longer going into sleep mode

Posted: 05-Sep-2016 | 10:58AM · Permalink

I have no idea what exact is. This is Norton after all. The steps were pasted out of the chat exactly as they were given to me. And I did see it come back. Went through the steps a second time to be sure I got all the boxes unchecked, deleted it and after the second reboot, it stayed gone.

Kudos0

Re: computer no longer going into sleep mode

Posted: 05-Sep-2016 | 11:52AM · Permalink

cjahn50:

No. I think they asked because there's a likelihood that this is not an issue in Windows 10. And, if I went to Windows 10 then there's no issue for Norton. The remediation task was specifically put there to validate Norton and the upgrade for those who planned to go to Windows 10. The first version of the task woke the machine up. Prior to this chat, I deleted the task. I have to assume, and I know that dangerous, that going through the steps is required prior to deleting it.

I am on Win 10 Anniversary Update and I am seeing  the issue with the computer not going to sleep/hibernate.

Kudos0

Re: computer no longer going into sleep mode

Posted: 05-Sep-2016 | 12:59PM · Permalink

Some on Windows 10 have not seen the issue. I just updated my wife's laptop. I'll be interested to see if she sees the problem.

Kudos0

Re: computer no longer going into sleep mode

Posted: 05-Sep-2016 | 1:17PM · Permalink

lmacri:

There is a known issue with Symantec's servers that affects some background Norton tasks that run during system idles - see mgirons' thread Norton Insight Fails to Run for one example.  This is just speculation on my part, but it's possible that some users in this thread have machines that fail to go into sleep mode because Norton is continually trying (and failing) to run certain background maintenance tasks during system idles.

The Norton Insight task last ran on my machine on 25-Aug-2016...

Just an FYI that my Norton Insight task started running again during system idles last night (04-Sep-2016) after 10 days of being in limbo - see my screenshot <here>.  Symantec still hasn't responded to mgirons's request for a status update so I don't know what, if any, changes were made to their backend servers to get this idletime task running again or if a fix was pushed out to my local machine yesterday via an Automatic LiveUpdate.
------------
32-bit Vista Home Premium SP2 * Firefox v48.0.2 * NIS v22.7.1.32 * MBAM Premium v2.2.1

Kudos0

Re: computer no longer going into sleep mode

Posted: 05-Sep-2016 | 1:24PM · Permalink

Wife's Windows 10 laptop went to sleep as scheduled. She's running whatever upgrade version Microsoft offered. It originally came with Windows 7 Pro.

Kudos0

Re: computer no longer going into sleep mode

Posted: 05-Sep-2016 | 1:25PM · Permalink

That is good to know (that this occurs on Win10 as well as Win7). I am skeptical about tinkering with the remediation steps. I would think this is most likely caused by a Symantec server issue. My hunch is that it will be solved by another LiveUpdate push. Users need to be patient, this is probably not as easy to fix as some might like to think.

Kudos0

Re: computer no longer going into sleep mode

Posted: 05-Sep-2016 | 2:54PM · Permalink

So the issue wasn't fixed today, then...?
Kudos0

Re: computer no longer going into sleep mode

Posted: 05-Sep-2016 | 3:15PM · Edited: 05-Sep-2016 | 3:16PM · Permalink

If it was fixed, it was done quietly, very quietly  

Kudos0

Re: computer no longer going into sleep mode

Posted: 05-Sep-2016 | 5:04PM · Permalink

I've also just noticed that my Norton didn't do the auto full system scan. It usually does it on my 8.1 desktop on the 3rd of every month, and yet it hasn't done it yet. When will they fix these problems. :(
Kudos0

Re: computer no longer going into sleep mode

Posted: 06-Sep-2016 | 10:37AM · Permalink

I scheduled a full system scan for this morning at 11:30 am just to see if I was going to experience the same issue as others have with scheduled tasks. It started at 11:30 right on the nose and is running as I write this. So far, so good.

Kudos0

Re: computer no longer going into sleep mode

Posted: 06-Sep-2016 | 12:29PM · Permalink

Well maybe since you set it yourself it worked. Mine was just the auto one every 30 days, not one I manually set to run at a certain time. And is Norton still acknowledging this problem? Really want my computers to sleep by themselves again...
Kudos0

Re: computer no longer going into sleep mode

Posted: 06-Sep-2016 | 1:00PM · Permalink

Sorry for the confusion. My C drive takes a long time to scan. Usually I do one full system scan manually and call it a day. I scan the C drive monthly at a specific time of day. So from that point of view, it started and finished as expected. I can only assume that there are multiple issues with the 22.7.1.32 version.

I have not seen nor heard anything from Norton acknowledging any issues. In fact, during the first chat I had with them they laid the sleep issue off on Microsoft. As I mentioned above, my wife's Windows 10 laptop has not seen ANY issues with this version. And the only thing close to an acknowledgement was when Mae gave me the steps to deal with the remediation task.

This thread is closed from further comment. Please visit the forum to start a new thread.