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Kudos0

Frequently/erratically partially drops internet connection

For about the last 45-60 days, when Norton is running, my laptop randomly/erratically and frequently seems to partially drop my wireless internet connection - and it seems related to Norton.

Sometimes every 2-3 minutes, sometimes every 10-15 minutes, my laptop loses its internet connection, but only on specific ports/apps. Browsers, SCP, telnet, all seem to drop. Skype drops too. But weirdly, audio/video calls on Zoom *do not drop*, and I can continue IM-ing on Slack, even though Slack shows me that it's offline (I suspect that Slack is running on 2 ports - one on port 80 that monitors the network and one other port that continues to work). Emails on Thunderbird don't work (no send/receive).

The only way to get back the connection is to disable and re-enable WiFi - every 2-3 minutes.

When I uninstalled Norton, the problem vanished - completely. I went 2 hours with no internet interruption. I then re-installed Norton, and viola! Like clockwork, the problem reappeared instantly. I uninstalled Norton again, and sure enough, the problem vanished.

When I uninstalled Norton, Windows Defender automatically kicked in, but my internet connection remained stable. I've had (and updated) Norton installed on this specific laptop since the beginning - 6 months, but the problem has been pronounced for about 2 months. It's not that the problem happens upon/after hibernation - it happens right in the middle of a working session. I've run full system scans with Norton and other AV tools, but none of them have shown any problems. I've cleaned the system with CCleaner too, but that hasn't helped either.

Can anyone help, or shed some light on why only some parts of the internet connection would drop when Norton is installed?

These are the laptop specs:

Windows 10 Pro.
Intel Core i7 2.30GHz.
64 bit OS, x64 based processor.
Microsoft Windows Version 10.0.15063 (latest updates applied - Windows 10 Creator Update Version 1703)
Norton Security Standard 22.9.4.8 (latest version).
16GB RAM.
320GB SSD.

Replies

Kudos1 Stats

Re: Frequently/erratically partially drops internet connection

These are the laptop specs:

 Norton Security Standard 22.9.4.8 (latest version).

Hi kunalashar,

v22.9.4.8 is not the latest version which is instead 22.10.1.10 - see Product Update Announcements Blog. Please note at the bottom of the page "Note: You may need to run LiveUpdate and reboot a few times before your product is completely updated to the latest version in all the operating systems"

FYI, v22.9.4.8 was released around the end of May, replaced by v22.10.0.83 around beginning of July until v22.10.1.10 was released at the end of August. 

While others will offer suggestions for your issue, please update your Norton product, maybe it can help with your problem.

Windows 7 HP SP1 32-bit | Chrome 62.0.3202.94 | NS 22.11.2.7
Kudos0

Re: Frequently/erratically partially drops internet connection

Sorry, I should have mentioned it. The recent set of uninstall/reinstalls did indeed, get me up to 22.10.1.10.
The error was in 22.9.4.8, and in still is in the latest 22.10.1.10.

I should also mention that I performed the default installations, without customizing anything. So I didn't change any Norton settings during or after installation.

Kudos0

Re: Frequently/erratically partially drops internet connection

Hello

Please turn off Fast Startup in Windows 10. With it turned on, your computer is not getting the proper shutdown and startup that is required from Norton  and Windows to properly work.

Thanks.

Success always occurs in private and failure in full view. Windows 7 Pro 64 bit NS with BackUp 22.11.2.7 Core 202 I E 11
Kudos0

Re: Frequently/erratically partially drops internet connection

Did you restart your PC between uninstallation and reinstallation? Also, Install Norton -> Boot Windows "Safe mode with networking" -> check if the issue persists. 

Kudos0

Re: Frequently/erratically partially drops internet connection

Thank you, I'll try that first.

(On a worrisome note, if this turns out to be the problem, I'd be worried about Norton's longevity on my PC, because Windows 10's Fast Startup is something I like (Fast Startup is nearly as fast as my Macbook Pro's startup speed).

Kudos0

Re: Frequently/erratically partially drops internet connection

Ok, turning off Fast Startup and rebooting didn't change the behavior. Norton still kills access to certain ports.

Kudos0

Re: Frequently/erratically partially drops internet connection

Yes I did. Including trying the previous solution of turning off Fast Startup and rebooting.
I'm going to try booting in safe mode now.

Kudos0

Re: Frequently/erratically partially drops internet connection

Rebooting in safe mode with networking turned on may have revealed the underlying reason for the problem (I'm still monitoring the behavior, but it looks good so far).

When I booted in safe mode, the network refused to turn on, remaining stuck in Airplane mode. Further digging showed that the Microsoft VC++ Redistributable Runtime used by one or more apps (such as Norton?) may have needed repair. So I wiped out all the different Microsoft VC++ Redistributable Runtimes (2005, 2008, 2012, 2013, 2015) and reinstalled their latest versions from the Microsoft site. I also  installed the 2017 version, just to be safe (I'm not sure if Norton 22.10.1.10 needed it).

I also ran 3 MS-recommended "cleanup" commands:

  1. Dism /Online /Cleanup-Image /RestoreHealth
  2. SFC /scannow
  3. Get-AppXPackage -AllUsers | Foreach {Add-AppxPackage -DisableDevelopmentMode -Register "$($_.InstallLocation)\AppXManifest.xml"}

So far, the wifi connection has not dropped with Norton running. It's been about an hour. I'll keep everyone posted.

Thank you, @Josh-Ross, @Rainbow2 and @floplot for your help and suggestions.

Kudos0

Re: Frequently/erratically partially drops internet connection

I can confirm that the following steps *did* help solve the problem:

  1. Uninstall Norton
  2. Uninstall all Microsoft VC++ Redistributable Runtimes
  3. Run Dism /Online /Cleanup-Image /RestoreHealth in an elevated command prompt
  4. Run SFC /scannow in an elevated command prompt
  5. Run Get-AppXPackage -AllUsers | Foreach {Add-AppxPackage -DisableDevelopmentMode -Register "$($_.InstallLocation)\AppXManifest.xml"} in an elevated command prompt
  6. Install the latest versions of Microsoft VC++ Redistributable Runtimes, including the latest (2017, as of today). Ensure that all the runtimes that were installed previously (such as older ones likes 2005) are installed
  7. Reinstall Norton.
Kudos0

Re: Frequently/erratically partially drops internet connection

kunalashar:

I can confirm that the following steps *did* help solve the problem:

  1. Uninstall Norton
  2. Uninstall all Microsoft VC++ Redistributable Runtimes
  3. Run Dism /Online /Cleanup-Image /RestoreHealth in an elevated command prompt
  4. Run SFC /scannow in an elevated command prompt
  5. Run Get-AppXPackage -AllUsers | Foreach {Add-AppxPackage -DisableDevelopmentMode -Register "$($_.InstallLocation)\AppXManifest.xml"} in an elevated command prompt
  6. Install the latest versions of Microsoft VC++ Redistributable Runtimes, including the latest (2017, as of today). Ensure that all the runtimes that were installed previously (such as older ones likes 2005) are installed
  7. Reinstall Norton.

You've repaired your computer OS corruption (probably. at least most of it, probably). Now you have to ask, "what caused the corruption?". Was it some sort of hardware failure (HD, ram, etc..) or did microsoft break something with their constant tampering with the (perpetually) almost finished windows 10?

Some of those can be checked with minor effort (ask you want to check). Checking what microsoft is actually doing is a whole other challenge.

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