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Kudos0

Computer Won't Go Into Sleep Mode Automatically

Posted: 31-Aug-2016 | 1:36PM · 33 Replies ·

I have Dell laptop running Windows 10. Last week my computer stopped going into sleep mode automatically (I can initiate sleep mode manually). I have checked all settings and nothing has changed. The only thing that changed was a patch Norton sent out through LiveUpdate that required rebooting.

I ran the 'powercfg -requests' command and received the following:

[PROCESS] \Device\HarddiskVolume2\Program Files (x86)\Norton Security\Engine\22.7.1.32\Symerr.exe
A file delete operation is in progress.

It appears that Symantec Error Reporting system is preventing sleep mode.

  1. What file delete operation is in progress?
  2. How do I resolve without uninstalling Norton Security and going with another product?

Any help will be greatly appreciated because I am extremely frustrated with all the issues I have had with Norton products.

Labels: Norton Security

Replies

Kudos0

Re: Computer Won't Go Into Sleep Mode Automatically

Posted: 31-Aug-2016 | 2:53PM · Permalink

Others are also having this problem. Both my machines with latest NIS won't sleep. Although I don't get any powercfg requests when I do the command. But it started Friday, like many others. Wish Norton would update us on this.
Kudos0

Re: Computer Won't Go Into Sleep Mode Automatically

Posted: 01-Sep-2016 | 9:21AM · Permalink

I may have a solution to this issue. I spent close to an hour on the Norton Chat line being told that Norton Security does not interfere with Windows applications, which is incorrect, therefore the disabling of auto sleep mode is a PC or Windows issue. Their suggestion was to use the Norton Remove and Reinstall tool (NrR) to ascertain whether NS was causing the issue. I used it and issue resolved, auto sleep works. The only caveat to this tool is that it hosed my driver for the fingerprint reader and I had to do a restore and start over. I have my fingers crossed. It has been 12 hours and no issues.

Kudos0

Re: Computer Won't Go Into Sleep Mode Automatically

Posted: 01-Sep-2016 | 9:33AM · Edited: 01-Sep-2016 | 9:36AM · Permalink

I already tried that on my Windows 7 desktop with NIS. After I system restored to August 21st (before it started not sleeping), Norton wasn't running due to the system restore, and I let the computer go idle, and sure enough after 20 minutes it went to sleep. I woke it up and waited again as sometimes it'll sleep the first time after a restart but not after, and it went to sleep by itself again. I restarted and Norton still wouldn't run on startup so I had to remove and reinstall, and once I had Norton Internet Security updated, it wouldn't go to sleep. So unfortunately for me it doesn't work. How many times did you let it sleep by itself? And that's absurd Norton says it's not their program causing this. It's only coincidence others are having this problem on multiple machines with Norton products? I let my other two laptops without Norton go idle and they sleep each time. It's only my machines with Norton on them that won't sleep...

Kudos0

Re: Computer Won't Go Into Sleep Mode Automatically

Posted: 01-Sep-2016 | 9:51AM · Permalink

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Kudos0

Re: Computer Won't Go Into Sleep Mode Automatically

Posted: 01-Sep-2016 | 10:25AM · Permalink

Hi @JJClark,

Sorry for the inconvenience caused. I have sent you a private message via forums requesting more details and logs. Please check it when you get a chance. Thanks.  

Sunil_GA | Norton Community Administrator | NortonLifeLock
Kudos0

Re: Computer Won't Go Into Sleep Mode Automatically

Posted: 01-Sep-2016 | 11:43AM · 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 Won't Go Into Sleep Mode Automatically

Posted: 01-Sep-2016 | 11:55AM · Permalink

I agree. When Norton uninstalled no issues.  After reinstallation, I have put my computer to sleep automatically 5 or 6 times with intervals of 10 min to 1 hour and have not had any issues yet. Still keeping my figures crossed.

Kudos0

Re: Computer Won't Go Into Sleep Mode Automatically

Posted: 01-Sep-2016 | 3:21PM · Permalink

I finally restarted and reinstalled Norton and now it won't go to sleep. No requests or anything... Very irritating!
Kudos0

Re: Computer Won't Go Into Sleep Mode Automatically

Posted: 02-Sep-2016 | 7:08AM · Edited: 02-Sep-2016 | 7:20AM · Permalink

I'm having the same issue but may have found a temporary workaround or at least a bit of information that can be used for further troubleshooting. If I set the computer to go to sleep in less than 5 minutes it will do so. At five minutes or above the system stays "awake" indefinitely unless put to sleep manually. This is just for testing purposes, meaning that the system is restarted, allowed to boot up and no other actions are taken (hands off the keyboard, no software or apps opened up, etc.). If I do anything that keeps the system awake for longer than 5 minutes there will be no automatic sleep mode.  I do not consider this a fix, and it is a pain to deal with if I happen to need to step away for more than 3 minutes. I boot the system up, head for a cup of coffee and when I return the system has already gone into sleep mode.  On my system I can deal with the frustration, but on my wife's system -- let's just say she is not a happy camper. She likes to walk away from her computer for as long as 24 hours (sometimes more), and the additional energy cost, wear and tear on the hard drive as well as other issues make this bug unacceptable for long.   Symantec needs to resolve this bug ASAP. I am currently doing a little trial and error troubleshooting to see if a temporary but better workaround can be found -- no luck yet. Will post anything that looks promising.

BTW - As stated in a previous post, the issue began with the last update requiring a reboot.

Kudos0

Re: Computer Won't Go Into Sleep Mode Automatically

Posted: 02-Sep-2016 | 10:14AM · Permalink

I noticed too if I put to sleep less than 5 minutes it'll do it automatically, but 5 or more it stays awake. I'm thinking it might have something to do wit Norton's idle processes or something and it won't allow the computer to sleep.
Kudos0

Re: Computer Won't Go Into Sleep Mode Automatically

Posted: 02-Sep-2016 | 10:54AM · Permalink

i just changed mine to 3mins, the monitor turns off but the computer stayed on. i tried 4 times but the results remained the same. why is this not happening to more machines? what do we have in common?     dell desktop inspiron 3847    win764bit, ns 22.7.1.32, sandboxie5.12, ff 48.0.2 w/ublockorigin, norton toolbar/id safe add-on disabled, unchecky1.0.1.  when this issue started, only changes made were norton and mbam free updates with no reboot required. since this is happening to only a small % of us, this may prove to be difficult to fix. hope i'm wrong.

Kudos0

Re: Computer Won't Go Into Sleep Mode Automatically

Posted: 02-Sep-2016 | 11:55AM · Permalink

Regardless, the problem is Norton. On my 8.1 desktop yesterday, like I said, I did the RnR tool, and after it uninstalled Norton I didn't restart right away, I hit restart later while Norton was off the computer. I let the computer idle to 15 minutes and it went to sleep like it should, twice. But after restarting and reinstalling NIS, it wouldn't go to sleep again. And like you this started happening last Friday without any need to restart. Something they pushed Friday is causing this. My Windows 7 desktop didn't have the problem until I updated on the 28th (Sunday). Last time I updated Norton was the 23-24, and then I updated Sunday and got the same issue my 8.1 desktop had. Shouldn't be that hard to find the cause. They just need to see what they pushed over the weekend that caused this.
Kudos0

Re: Computer Won't Go Into Sleep Mode Automatically

Posted: 02-Sep-2016 | 8:42PM · Permalink

Hello

Have you checked to see if any settings got changed while updating to  22.7.1.32?

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 Won't Go Into Sleep Mode Automatically

Posted: 03-Sep-2016 | 3:56AM · Permalink

A few updates just for general information purposes.

I have access to 4 additional systems and wanted to see if the problem presented itself on these. All are 64 bit; all have every available Windows update; all have every available Norton Security update.

Acer laptop #1 - Windows 10 --- the problem did not seem to appear

Acer laptop #2 - Windows 7 --- problem exactly as I described in an earlier post

Dell desktop - Windows 7 --- problem exactly as I described in an earlier post

Custom built desktop - Windows 7 --- problem exactly as I described in an earlier post; ran Norton Autofix on this one, and it reported that no problems were found (I'm not surprised at this)

*** I'm guessing that this issue is far more widespread than one might think from the limited number of posts in this thread. Many folks may not see the problem happening or put their system to sleep manually. Others may see the problem but don't connect it to a Norton update.

*** I have the above systems set up to do a full system scan every 7 days during idle time. The Custom Built should have run sometime on Wednesday and was missed with no full system scan having been run since. The two laptops should run today (Saturday). I will be watching to see if that occurs.

*** My best guess at this point ---- It would appear that some Norton Security process that starts at about 5 minutes after log on either "hangs" or "loops" (meaning that the process starts and never finishes). I'd bet on this process looping. Windows then recognizes this as "activity" and will not put the system to sleep automatically. Norton also recognizes this as activity and does not run the full system scan during idle time because Norton "thinks" the system is "in use."

Kudos0

Re: Computer Won't Go Into Sleep Mode Automatically

Posted: 03-Sep-2016 | 6:03AM · Permalink

floplot    which settings should i check?   this started happening well after ns 22.7.1.32 was installed

Kudos0

Re: Computer Won't Go Into Sleep Mode Automatically

Posted: 03-Sep-2016 | 9:00AM · Permalink

FWIW - here is a post from the Comcast Forums where the user's system will not enter Sleep automatically because their LiveUpdate is running hourly - does anyone else see LiveUpdate running hourly and preventing Sleep.

http://forums.xfinity.com/t5/Anti-Virus-Software-Internet/Hourly-Live-Update/m-p/2794362#U2794362

I now LiveUpdate is supposed to run hourly, but only entries in LiveUpdate History are made when an update is downloaded?

Kudos0

Re: Computer Won't Go Into Sleep Mode Automatically

Posted: 03-Sep-2016 | 9:05AM · Permalink

I have my LiveUpdate turned to manual on both machines. I never let it auto LiveUpdate, I usually update Norton every 3-4 days. And for my 7 machine, last week I updated on the 24 I believe, then didn't update again till Sunday the 28th, which is when I got the update that wouldn't let my computer sleep, when it was sleeping fine since then.
Kudos0

Re: Computer Won't Go Into Sleep Mode Automatically

Posted: 03-Sep-2016 | 10:11AM · Permalink

I have the same problem on 3 different machines. If sleep is set to 5 minutes or less, it will sleep automatically. Otherwise, no joy. I too got the 'it's Microsoft, not Norton' line. I did manage to wrangle a link for and older version - 22.6.0.142 and installed it. Sleep works just fine with that version. The issue is specific to 22.7.1.32. The older version has no backup, but that's okay, I don't use it anyway. As a last resort, deleting Norton also solves the problem.

Kudos0

Re: Computer Won't Go Into Sleep Mode Automatically

Posted: 04-Sep-2016 | 3:35PM · Permalink

I also have two updated Windows 7 machines at Norton level 22.7.1.32 that have recently started experiencing this problem.

Since I have multiple scheduled events that wake these computers at odd hours to perform task,  this is more than a trivial problem.

Kudos0

Re: Computer Won't Go Into Sleep Mode Automatically

Posted: 04-Sep-2016 | 3:49PM · Permalink

Until Norton fixes the problem, I'll manually put the machine to sleep. I would assume that scheduled tasks will wake the computer as it would if the machine had gone to sleep automatically.

Kudos0

Re: Computer Won't Go Into Sleep Mode Automatically

Posted: 05-Sep-2016 | 7:35AM · Permalink

Heads up - I've been watching 3 systems with this Norton bug, and all have now missed scheduled full system scans. The one, a Windows 10 system, that does not exhibit the "no system automatic sleep mode" issue is running scheduled full system scans right on time. If you depend on scheduled full system scans and are dealing with the "no automatic sleep mode" bug, check your logs to see if these are being run at the expected times.

If you happen to Google "recent Norton Security bugs" you may be shocked at what you find. Apparently, some gaping holes in Norton were found in early July. Even the federal government put out a warning to federal offices using Norton. It really pains me to see these dire notices because I've been extremely pleased with the product line since they completely rewrote the software in 2009. Maybe in the process of "fixing" these holes, Symantec has unintentionally introduced the current issues.

Kudos0

Re: Computer Won't Go Into Sleep Mode Automatically

Posted: 05-Sep-2016 | 12:47PM · Permalink

Missing a full system scan is not as concerning as it might have been in the past. With all the layers of real time protection in Norton these days, all files are checked as they are accessed. It is good to know that this seems to be another effect with the no sleep issue.

As for the security issue from July. All current fully updated Norton/Symantec products have been patched for that issue.

Kudos0

Re: Computer Won't Go Into Sleep Mode Automatically

Posted: 08-Sep-2016 | 11:10AM · Permalink

This morning I woke my computer from hibernation and now my computer will not go into sleep mode automatically.  I went one week without issues after Norton Security uninstall and reinstall.  Now I am back to square one. This is extremely frustrating.

Kudos0

Re: Computer Won't Go Into Sleep Mode Automatically

Posted: 08-Sep-2016 | 2:40PM · Permalink

 Norton is aware of this issue and is working to identify and fix it.

As for the security issue from July. All current fully updated Norton/Symantec products have been patched for that issue.

I should clarify this statement to say all current v22 products.

Kudos0

Re: Computer Won't Go Into Sleep Mode Automatically

Posted: 09-Sep-2016 | 1:16AM · Edited: 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

Mohanakrishnan G | Norton Forums Administrator | Symantec Corporation
Kudos0

Re: Computer Won't Go Into Sleep Mode Automatically

Posted: 09-Sep-2016 | 7:55AM · Permalink

Thanks for resolving this issue -- at least I speak for myself. After running Live Update and a reboot all appears to have returned to normal. Automatic sleep mode is occurring at the expected times, and a scheduled full system scan ran at the appointed time (at least for me, scheduled full system scans were not being run in combination with the "no automatic sleep mode" issue). I have several other systems to monitor to see if the issue is resolved with those, but at this point I feel confident it will be.

Thanks again for the attention given to this issue!

Kudos0

Re: Computer Won't Go Into Sleep Mode Automatically

Posted: 09-Sep-2016 | 8:05AM · Permalink

Thank you Norton for addressing and resolving this issue in a timely manner.  I ran the LiveUpdate this morning and it appears that this issue has been resolved.

Kudos0

Re: Computer Won't Go Into Sleep Mode Automatically

Posted: 14-Sep-2016 | 4:16PM · Permalink

Please be aware that Norton released a patch today, September 14, 2016, which again disables auto sleep mode. They just released a HOTFIX and they have screwed it up again. Doesn't anyone do any testing before releasing updates? This is frustrating.

Kudos0

Re: Computer Won't Go Into Sleep Mode Automatically

Posted: 15-Sep-2016 | 8:58AM · Permalink

Sorry for the inconvenience, @JJClark,

Are you able to reproduce this issue?

Mohanakrishnan G | Norton Forums Administrator | Symantec Corporation
Kudos0

Re: Computer Won't Go Into Sleep Mode Automatically

Posted: 15-Sep-2016 | 9:12AM · Permalink

@JJClark

I just got notification of your post this morning. The one system I can monitor at the moment (a Windows 7 system) is not having any issues. I've rebooted it a couple of times, and it goes into sleep mode automatically at 20 minutes. If your testing repeats the problem, let us know and I'll run a test on 3 or 4 other systems. The system that I mentioned was fully updated (Norton updates) prior to testing.

Kudos0

Re: Computer Won't Go Into Sleep Mode Automatically

Posted: 15-Sep-2016 | 12:05PM · Permalink

Computer finally goes to sleep automatically.  Yesterday when I was having the issue, I ran the 'powercfg -requests' command and received the following:

[PROCESS] \Device\HarddiskVolume2\Program Files (x86)\Norton Security\Engine\22.7.1.32\Symerr.exe
A file delete operation is in progress.

After rebooting about five times, the file delete operation in progress stopped running and my computer returned to normal state. In addition, the auto sleep did not work until I manually ran LiveUpdate this morning. Keeping fingers crossed. Windows 10 quirky. Thanks for your input.

Kudos0

Re: Computer Won't Go Into Sleep Mode Automatically

Posted: 21-Feb-2017 | 10:02AM · Permalink

I just started having this same problem, with NS keeping my computer awake.  For others researching this, it's easy to check what's causing the problem:

From an admin command prompt:

C:\Windows\system32>powercfg /requests
DISPLAY:
None.

SYSTEM:
[SERVICE] \Device\HarddiskVolume2\Program Files (x86)\Norton Security\Engine\22.8.1.14\NS.exe (NS)

AWAYMODE:
None.

EXECUTION:
None.

PERFBOOST:
[DRIVER] Legacy Kernel Caller

ACTIVELOCKSCREEN:
None.

I've rebooted and I've bounced around in the Norton UI looking for something that might need to be acknowledged, but I can't get rid of this sleep-blocking request.   Norton, is this a new defect?

I'm on windows 10, NS 22.8.1.14

.

Kudos0

Re: Computer Won't Go Into Sleep Mode Automatically

Posted: 21-Feb-2017 | 6:15PM · Permalink

Are you actually restarting the computer or shutting down and starting it? A restart will bypass the Fast Startup feature of Win 10 and ensure all system and software updates and functions have been completed.

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