This forum thread needs a solution.
Kudos0

Driver Updater = Blue Screen of Death on my laptop

Posted: 10-Aug-2023 | 6:57AM · 13 Replies ·

I purchased the Norton Driver Updater and used it to update drivers on my laptop. Ever since, my laptop crashes within minutes; I get the blue screen of death. The error code I get is “Driver Power State Failure.” I have been trying since August 1st or 2nd to get Norton to resolve this issue.
One agent told me to uninstall, but that didn’t work, so my ticket got escalated up. Another agent told me on August 3rd to try a restore point, but that failed. He asked me to send an image of the error message and told me that someone would get back to me within 24-48 hours. After 56 hours, no call, so I called Norton again (Aug. 5, ~9pm). This agent said someone would call me within the hour or the next morning.
I waited until the next afternoon, but still no call, so I called back again and asked to speak with a manager or someone from the team that is working on my issue. The agent would not transfer me, but I was told that someone would call me August 8 or 9! (Definitely not within the 24-48 timeframe I was given on August 3)
Well, today is August 10 and still no phone call or email. And no one from Norton has had the courtesy since August 4 to contact me with updates or to say that they are struggling to resolve my issue and require more time. I have had to be the one to initiate contact. Instead, I have barely left my home in a over a week, which was not how I planned to enjoy my time off/vacation. And, on the rare occasions that I have left my home, I have voicemail. Nothing. I use this laptop for many things, including work, so I need my laptop back asap.
Why is this taking so long? Obviously, this new Norton Driver Updater has some major issues? If they can’t fix my laptop in a satisfactory way, then I guess Norton owes me a laptop. I can’t wait any longer.

Labels: Windows 10

Replies

Kudos0

Re: Driver Updater = Blue Screen of Death on my laptop

Posted: 11-Aug-2023 | 6:15AM · Permalink

@LAC unfortunately no solution (as far as I know of), but several more or less similar cases have been reported. For example: https://community.norton.com/en/forums/driver-updater-issues or https://community.norton.com/en/forums/norton-driver-updater-trashed-my-pc .

The bottom line always was: Norton does not assume any responsibility!

Personally, I was lucky: Months ago I installed a backup program, which frequently creates an image copy on a separate disk, which allowed me to go back to the point before installing the Device Updater. However this required a second PC, with two USB boxes to read the backup and overwrite the C-drive of the failing computer.

Obviously, this doesn't help you now, but hopefully for the future.

Kudos0

Re: Driver Updater = Blue Screen of Death on my laptop

Posted: 11-Aug-2023 | 8:37AM · Permalink

Thanks @WilfriedB. I will keep your backup method in mind.

I am going to try Norton again. Fingers crossed.

Kudos0

Re: Driver Updater = Blue Screen of Death on my laptop

Posted: 12-Aug-2023 | 5:03AM · Permalink

@LAC I am not optimistic Norton can/will solve your problem. If you really cannot use your laptop anymore, buy a new one (or use a cheap old one, if available), but also a little box with USB/SATA attachment.  If you are able take out the disk from the failing device, the box allows you to copy important data from the old laptop to the new.

Good luck
Wilfried

Kudos1 Stats

Re: Driver Updater = Blue Screen of Death on my laptop

Posted: 12-Aug-2023 | 10:56AM · Permalink

LAC. If you cannot get the Driver Updater to uninstall, follow this Microsoft article to perform a "system restore", using a restore point PRIOR to installing driver updater.  Use the second link and follow the instructions in the area labeled "Restore from a system restore point". When the recovery is successful DO NOT reinstall nor use Driver Updater. The same scenario will more likely than not reappear if you do.

https://support.microsoft.com/en-us/windows/recovery-options-in-windows-...

*Suggested for your scenario - https://support.microsoft.com/en-us/windows/recovery-options-in-windows-...

If you aren't successful with that please open and use the guide in the area labeled " Use installation media to restore your PC". 

If your PC won't start and you haven't created a recovery drive, download installation media and use it to restore from a system restore point or reset your PC.

  1. On a working PC, go to the Microsoft software download website.

  2. Download the Windows 10 media creation tool and then run it.

  3. Select Create installation media for another PC.

  4. Choose a language, edition, and architecture (64-bit or 32-bit).

  5. Follow the steps to create installation media, and then select Finish.

  6. Connect the installation media you created to your nonfunctional PC, and then turn it on.

  7. On the initial setup screen, enter your language and other preferences, and then select Next. If you don't see the setup screen, your PC might not be set up to boot from a drive. Check your PC manufacturer's website for info on how to change your PC's boot order, and then try again.

  8. Select Repair your computer.

  9. On the Choose an option screen, select Troubleshoot. From there, you can:

    • Restore from a system restore point by selecting Advanced options > System Restore. This will remove recently installed apps, drivers, and updates that might be causing your PC problems. Restoring from a restore point won’t affect your personal files.

SA

MS Certified Professional : Windows 11 Home/Pro 22H2 x 64 build 22621.2715 / Windows 10 Pro x 64 version 22H2 / build 19045.3693 / Norton Security Ultra - Norton 360 Deluxe ver. 22.23.10.10 / Opera GX LVL5 (core: 104.0.4944.70) 64 bit-Early Access w/Norton Chrome Extensions
Kudos0

Re: Driver Updater = Blue Screen of Death on my laptop

Posted: 12-Aug-2023 | 9:01PM · Edited: 12-Aug-2023 | 9:28PM · Permalink

Sadly @SoulAsylum, I did try using a restore point created before installing the driver updater. Not only was there an error with the restore, but that restore point disappeared. I am not seeing any more restore points from before that fateful installation of driver updater. Working with one of the Norton agents, he had me try a restore point from just after installation. That failed, too. Twice. Interestingly, that restore point did not disappear. The agent had me email him a screen shot of the error pop up. They have yet to contact me with a solution since. When I spoke with Norton yesterday, I was told that my issue has been escalated to a level 3, but they have not received any updates and they don’t currently have a solution.

If I am understanding your bottom set of instructions, I use a different pc to create a restore point for my current laptop?

Wouldn’t I be getting the files, etc, from the other pc and losing everything on my affected laptop? Last week was the first time I had ever tried a system restore, so I am still trying to wrap my head around it.
Kudos0

Re: Driver Updater = Blue Screen of Death on my laptop

Posted: 12-Aug-2023 | 9:17PM · Permalink

Gosh @WilfriedB, I sure hope I won’t get to the point of taking out a disk from one laptop and installing it in another one. I’d be petrified to mess up. Dealing with such a big issue is all very new to me. Praying for a Norton miracle.
Kudos0

Re: Driver Updater = Blue Screen of Death on my laptop

Posted: 12-Aug-2023 | 11:06PM · Edited: 12-Aug-2023 | 11:17PM · Permalink

@LAC I understand you very well, being terrified myself too to touch the hardware. 

Only if SoulAsylum's suggestions do not work for you or take too much time, you might also find somebody else who can take the disk out (not difficult on many laptops, but depends on the model). But not for to install it INTO another PC.  Instead you can attach it externally to a working computer via USB to be able to save your data.

The reason I said it, I heard more then once people saying "My PC broke, I lost all my images (documents, music, ... etc) ..." This can be true if disk breaks permanently, however, if just the computer is not usable anymore, you still can save your work.

Kudos0

Re: Driver Updater = Blue Screen of Death on my laptop

Posted: 13-Aug-2023 | 10:25AM · Permalink

LAC. Use a working PC to download the Windows Installation Media is what my post referred to IE step #1. Create the media bootable USB to run the restore from on another PC IE step #3.

SA

MS Certified Professional : Windows 11 Home/Pro 22H2 x 64 build 22621.2715 / Windows 10 Pro x 64 version 22H2 / build 19045.3693 / Norton Security Ultra - Norton 360 Deluxe ver. 22.23.10.10 / Opera GX LVL5 (core: 104.0.4944.70) 64 bit-Early Access w/Norton Chrome Extensions
Kudos0

Re: Driver Updater = Blue Screen of Death on my laptop

Posted: 13-Aug-2023 | 1:46PM · Permalink

Thanks @WilfriedB and @SoulAsylum. I really appreciate you both taking them time to help.
Kudos0

Re: Driver Updater = Blue Screen of Death on my laptop

Posted: 22-Aug-2023 | 3:07AM · Permalink

Hi Lac,

I am really sorry for all troubles associated with usage of our product. This is not intentional behavior.

Do you stll have problems? If yes: In order to be able to help you I would like to ask you to send us your log files executing our Support Tool utility.

The support tool is available under c:\Program Files\Norton\Driver Updater\

Please run the “SupportTool.exe” and follow the instructions. Once it is done, please send me the "FILE ID" here via private message - so we can analyze the logs with your report on our server.

Thank you.

-Uli

Kudos0

Re: Driver Updater = Blue Screen of Death on my laptop

Posted: 24-Aug-2023 | 4:14PM · Permalink

Hi @uli.engelmann and anyone else following this thread,

Thank you for your reply, Uli. Sadly, however, my saga continues …

One Norton agent called and worked with me on Aug. 16 and accessed my mini dump files. I was told someone would call me back in a few days. This agent, as well as a supervisor I spoke with on a previous occasion, did admit issues with Norton’s Driver Updater and that I am not the only one affected.

On the 22nd, someone called early in the afternoon and left a voicemail and email, as I was not home. The voicemail said that someone would call me back in 24-48 hours or I could call Norton back at 1-800-745-6034. I chose to callback and did so within 3 hours of the voicemail being left. Considering that Norton had called me and had left me a message, I was surprised that the Norton agent that answered refused to transfer me to anyone that could help me. Why would Norton call, leave a message and say that I could call back, if that was not indeed the case? All this particular agent would do was robotically repeat, over and over again, that my case has been escalated and “Surely, someone will call you back.”

Well, I waited a little over 48 hours and nada. So, I called again and was told again that my case had been escalated and someone would contact me. That was it. I had had enough and I let it be known - strongly. At that point, the agent said he would transfer me to a supervisor. I waited on hold for a few minutes and was disconnected. I called back and a new agent answered. She said someone would call me in an hour.

Two hours later, I did get a call. This Level 2 agent, I presume, did what you suggested Uli and remotely accessed and transferred the Support Tool logs. I have been told to wait another 24-72 hours. Why weren’t these Support Tools files transferred on the 16th along with the mini dump files?

I am afraid to leave my home for fear of missing a call from Norton, because, when I do and I call back, apparently no one is willing to assist me. This is not how a customer should be treated by any company. I have been dealing with Norton since August 1 and I have barely left my home in all that time.

I am a teacher and I use this laptop for the majority of my work. My mother was hoping that I would go with her to a festival this weekend, but I probably won’t be able to, because Norton might call while I am there. I am supposed to go to school next week to get everything set up, but, at this point, I won’t be able to do that, because Norton might call while I am there. And if, god forbids, you are not there when Norton calls, then they won’t help you when you call back.

This is ridiculous and shameful by Norton. 
Beyond Norton resolving the issues with my laptop, I will need to be refunded the cost of the Driver Updater, and I will need to be compensated for the time that has been taken from me and the stress and anxiety that this has caused me.
 

Kudos1 Stats

Re: Driver Updater = Blue Screen of Death on my laptop

Posted: 24-Aug-2023 | 5:00PM · Permalink

@LAC You are most welcome. Hoping that Norton will assist you professionally and courteously in getting your final resolution.

SA

MS Certified Professional : Windows 11 Home/Pro 22H2 x 64 build 22621.2715 / Windows 10 Pro x 64 version 22H2 / build 19045.3693 / Norton Security Ultra - Norton 360 Deluxe ver. 22.23.10.10 / Opera GX LVL5 (core: 104.0.4944.70) 64 bit-Early Access w/Norton Chrome Extensions
Kudos0

Re: Driver Updater = Blue Screen of Death on my laptop

Posted: 24-Aug-2023 | 10:36PM · Permalink

Hi Lac, I really apologize. I have forwarded your case to our support again. Unfortunately, that's all I can do. 

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