Solved.
Kudos0

Latest updates on Win 7, NS can no longer launch QS, History etc

Posted: 06-Jul-2017 | 10:32AM · 35 Replies ·

Hi,

I manually launched the Live update today 6/7/17. Norton Security installed 13 updates successfully, and about 10 minutes later installed another NSBU update automatically. Everything seemed successful, except an entry in the history log warning that a Norton add-on had tried to access the Norton directory. After rebooting, the History will not launch, and Quick Scan will not launch. Only the Live update icon and support icons appear to work.

Please can you advise me, my version of Norton Security appears to be 22.10.0.83, the O/S is Windows 7 professional service pack 1 32 bit

Labels: Cannot Start/Open Norton, LiveUpdate, Installation, Security History
Accepted Solution
Kudos0

Re: Latest updates on Win 7, NS can no longer launch QS, History etc

Posted: 17-Jul-2017 | 1:52PM · Permalink

Hi everyone, we've released Norton Security 22.10.0.85 - a new version that includes a fix for this issue. I recommend that you run LiveUpdate to receive the update. Confirm that you have the above version, then see if this issue still occurs. Thanks.

View Accepted Solution in Context

Replies

Kudos0

Re: Latest updates on Win 7, NS can no longer launch QS, History etc

Posted: 06-Jul-2017 | 3:02PM · Permalink

 Same prob here with win7 & the history and settings buttons after the update to 22.10 last night.

Kudos0

Re: Latest updates on Win 7, NS can no longer launch QS, History etc

Posted: 06-Jul-2017 | 3:03PM · Permalink

Hello James Run updates again, there were a few bugs reported from this update earlier today. One of which I have verified as corrected. Reboot your computer whether no updates are available or not. Recheck your issue. Let us know your results if you would be so kind.

Cheers

MS Certified Professional Windows 11 Home 22H2 x 64 build 22621.1702 - Windows 10 Pro x 64 version 22H2 / build 19045.3031 / Norton Security Ultra - Norton 360 Deluxe ver. 22.23.4.6 / Opera GX LVL4 (core: 98.0.4759.74) 64 bit-Early Access w/Norton Chrome Extensions
Kudos0

Re: Latest updates on Win 7, NS can no longer launch QS, History etc

Posted: 06-Jul-2017 | 3:15PM · Permalink

 After one more reboot, the history & settings buttons work again.

Kudos0

Re: Latest updates on Win 7, NS can no longer launch QS, History etc

Posted: 06-Jul-2017 | 5:00PM · Permalink

Great news rpeterson.Glad to hear the reboot suggestion took care of your problem.

Cheers

MS Certified Professional Windows 11 Home 22H2 x 64 build 22621.1702 - Windows 10 Pro x 64 version 22H2 / build 19045.3031 / Norton Security Ultra - Norton 360 Deluxe ver. 22.23.4.6 / Opera GX LVL4 (core: 98.0.4759.74) 64 bit-Early Access w/Norton Chrome Extensions
Kudos0

Re: Latest updates on Win 7, NS can no longer launch QS, History etc

Posted: 06-Jul-2017 | 6:23PM · Permalink

Hi @James.Buck - thanks for reporting this issue. Our team is very interested in figuring out the cause of this issue. I've sent you some instructions for uploading logs to us. Please let me know if you're about obtain them and send them. Thanks.

Tony Weiss | Norton Forums Global Community Manager | Symantec Corporation
Kudos0

Re: Latest updates on Win 7, NS can no longer launch QS, History etc

Posted: 06-Jul-2017 | 9:00PM · Permalink

NS updated today, and now I can't open "settings" or "history."  No response to button presses. As might be expected from symptoms in my first sentence, no response to "view details" in graphs, either. 

My OS is latest Win 10 Creators Update.

Well, at least the performance graphs seem to be working again after a long hiatus.   WSLS

UPDATE:   I tried a possible solution mentioned in another thread, which is to restart the PC. I tried multiple restarts without success.  The only thing that worked was a cold boot.  Now have access to "settings" and "history."

However, I now have a new problem.  In the usage performance graphs, it displays that gray masking over the chart and the "idle" label; even as my PC is running.  The graphs are running behind the mask seemingly nominal.

Kudos0

Re: Latest updates on Win 7, NS can no longer launch QS, History etc

Posted: 06-Jul-2017 | 11:47PM · Permalink

Hello, please post all your bugs here: https://community.norton.com/en/forums/norton-2210-bugs-so-far

Kudos0

Re: Latest updates on Win 7, NS can no longer launch QS, History etc

Posted: 07-Jul-2017 | 12:31AM · Permalink

Hi I have an issue with history, click the button and nothing appears, also When I had the update, I was informed that I had no Sonar protection. This issue was solved only after doing a restart, but the history continues not to show.

My OS is latest Win 10 Creators Update.

Kudos0

Re: Latest updates on Win 7, NS can no longer launch QS, History etc

Posted: 07-Jul-2017 | 4:49AM · Permalink

 On win7, the history & settings buttons are not working again this morning.

Kudos0

Re: Latest updates on Win 7, NS can no longer launch QS, History etc

Posted: 07-Jul-2017 | 8:52AM · Permalink

Hi @CR42 & @rpeterson,

I have sent you a private message with instructions for collecting logs and uploading them to forum post for further investigation. Please check it when you get a chance. Thanks

Sunil_GA | Norton Community Administrator | NortonLifeLock
Kudos0

Re: Latest updates on Win 7, NS can no longer launch QS, History etc

Posted: 07-Jul-2017 | 9:58AM · Edited: 07-Jul-2017 | 10:09AM · Permalink

I have the same "idle" grey bar also and it shows Norton activity in that area. I assume when Norton sees idle time out it marks it and starts a scan. History shows a Quick Scan at the same time.

Jim 

Kudos0

Re: Latest updates on Win 7, NS can no longer launch QS, History etc

Posted: 07-Jul-2017 | 11:04AM · Permalink

Hi,

Further live updates and reboots haven't solved the issue. Also I cannot download the SymNRA tool from the URL in your private message. Please could you tell me where to obtain the reporting tool.

James

Kudos0

Re: Latest updates on Win 7, NS can no longer launch QS, History etc

Posted: 07-Jul-2017 | 11:17AM · Permalink

Thanks @James.Buck. I've sent you a private message with some additional information. Thanks.

Tony Weiss | Norton Forums Global Community Manager | Symantec Corporation
Kudos0

Re: Latest updates on Win 7, NS can no longer launch QS, History etc

Posted: 07-Jul-2017 | 11:18AM · Permalink

Hi @James.Buck, I have you sent you the link and instructions via private message. Please let us know if you need any assistance with log collection process. Thanks

Sunil_GA | Norton Community Administrator | NortonLifeLock
Kudos0

Re: Latest updates on Win 7, NS can no longer launch QS, History etc

Posted: 07-Jul-2017 | 12:35PM · Permalink

Hi Sunil & Tony,

I have uploaded the log files collected using the symhelp tool (rather than the NRA tool). The data was captured from all installed Symantec products (without a reboot).  I have also included a screenshot with the product version. In a nutshell, the most of the icons e.g. quick scan, history etc. no longer seem to launch anything. It doesn't appear to hang, just takes no action.

Let me know if you need anything else.

James

Kudos0

Re: Latest updates on Win 7, NS can no longer launch QS, History etc

Posted: 07-Jul-2017 | 2:08PM · Permalink

Excellent, thanks for the quick response, @James.Buck. Our team is reviewing the logs now.

Tony Weiss | Norton Forums Global Community Manager | Symantec Corporation
Kudos0

Re: Latest updates on Win 7, NS can no longer launch QS, History etc

Posted: 11-Jul-2017 | 3:38AM · Permalink

Hi Sunil,

I have grabbed the Symhelp reboot logs and some additional system information as requested. I launched Norton and performed a live update, then tried the history, quick scans and settings which didn't work. The help tool reports two installations running, presumably this happened because the update didn't complete properly. Possibly this is because there are old registry settings etc. from previous re-installs and updates.

I will try an upload the file now. After this I will probably use the RnR tool because I can't spend too much time on this.

Thanks,

James

Kudos0

Re: Latest updates on Win 7, NS can no longer launch QS, History etc

Posted: 11-Jul-2017 | 6:40AM · Permalink

History and Scans not working since I got new verision yesterday.

Live Update is working.

Holly

Kudos0

Re: Latest updates on Win 7, NS can no longer launch QS, History etc

Posted: 11-Jul-2017 | 7:51AM · Edited: 11-Jul-2017 | 8:05AM · Permalink

I'm having the same problem. For the second time in as many weeks, I am unable to perform a scan (either quick or slow). When I click on the "scan" button, nothing happens. The first time, I had to completely remove and reinstall Norton Internet Security, and it was working for a few days. But now it has happened again. Before I waste more time removing and reinstalling NIS, has the problem been fixed by Norton developers, or will I have the same issue again in a few days? I'm running under Windows 7. I have another computer running Windows 8.1, but I don't have this problem on my other computer.

I was just chatting with one of the support agents and he claimed that it wasn't limited to Windows 7, and that it was caused by an unsuccessful live update, but all the updates I've done since resinstalling have been successful. So when he asked me to give him access to my computer, I declined. I thought I'd check on the forum first, because what he was telling me didn't seem to make sense.

BTW, is it normal for an agent in a chat session to ask for your email address and phone no.? I thought that was a little odd, so I gave him my real email address but a made-up phone no. The agent's name was Bhupendra, I think.

Kudos0

Re: Latest updates on Win 7, NS can no longer launch QS, History etc

Posted: 11-Jul-2017 | 1:21PM · Permalink

Thanks everyone. Our team is working on this issue now. I appreciate your help in getting this resolved. I'll update this thread when I get more info. Thanks again.

Tony Weiss | Norton Forums Global Community Manager | Symantec Corporation
Kudos0

Re: Latest updates on Win 7, NS can no longer launch QS, History etc

Posted: 13-Jul-2017 | 4:59AM · Permalink

Any news? Is there any point in removing & reinstalling NIS yet, or will the same problem just re-appear in a few days?

Kudos0

Re: Latest updates on Win 7, NS can no longer launch QS, History etc

Posted: 13-Jul-2017 | 11:29AM · Permalink

We are testing out a fix for this issue, and should have more information on a release shortly. In the meantime, remember that this does NOT compromise your protection. background scanning will continue to run by default, and your other many layers of protection will continue protecting you.

If you *really* want to run your scans manually, at this time it would probably be best to use the Norton Remove and Reinstall tool to remove 22.10.0.83, and reinstall 22.9.4 on your system. It won't improve your security, it will just revert you to the previous version where this issue didn't exist. Thanks.

Tony Weiss | Norton Forums Global Community Manager | Symantec Corporation
Kudos0

Re: Latest updates on Win 7, NS can no longer launch QS, History etc

Posted: 14-Jul-2017 | 6:41AM · Permalink

Why are your support staff in India or wherever telling people they can fix the problem, while you're telling us to re-install an older version and wait until the issue has been fixed?

Kudos0

Re: Latest updates on Win 7, NS can no longer launch QS, History etc

Posted: 14-Jul-2017 | 9:03AM · Permalink

Same problems here random and sometimes also the right click on icon tray doesn't work...

Kudos0

Re: Latest updates on Win 7, NS can no longer launch QS, History etc

Posted: 17-Jul-2017 | 8:00AM · Permalink

I have a similar problem running Win 7. Maybe it's a coincidence, but after installing 3 windows updates last week, I cannot run any scans, or even log in on Norton. Disc optimization and file cleanup still work, along with update.

I see there is a fix being worked on, that I hope will fix my issue also.

Kudos0

Re: Latest updates on Win 7, NS can no longer launch QS, History etc

Posted: 17-Jul-2017 | 8:37AM · Permalink

Setting the boot protection to Aggressive fixes the tray icon loading issue and the other problems, even if that one cannot be the final solution..

Kudos0

Re: Latest updates on Win 7, NS can no longer launch QS, History etc

Posted: 17-Jul-2017 | 9:55AM · Permalink

Broken as of your last product update. Win 10, 64, Creators. I've seen others comment on this on here but can't find them just now. Everything else seems to work OK. This is on several laptops btw.

Thanks,

David

Kudos0

Re: Latest updates on Win 7, NS can no longer launch QS, History etc

Posted: 17-Jul-2017 | 9:59AM · Permalink

When you say broken, do you mean the restore option is missing in History?

Kudos0

Re: Latest updates on Win 7, NS can no longer launch QS, History etc

Posted: 17-Jul-2017 | 11:25AM · Permalink

Broken as in "no longer working". Click on them (Quick Scan or History) and nothing happens anymore.

(Fast start is switched off on all of them btw before anyone suggests it.)

I saw these issues on a list on here the other day of Known Issues with the latest product update but can't find it now and just want to know when a patch will appear to fix this.

Thanks,

David

Kudos0

Re: Latest updates on Win 7, NS can no longer launch QS, History etc

Posted: 17-Jul-2017 | 1:02PM · Permalink

This scan issue is on Norton's Hot List of fixes. That usually means it is getting the highest attention. 

Kudos0

Re: Latest updates on Win 7, NS can no longer launch QS, History etc

Posted: 17-Jul-2017 | 1:10PM · Permalink

OK, ta.

Accepted Solution
Kudos0

Re: Latest updates on Win 7, NS can no longer launch QS, History etc

Posted: 17-Jul-2017 | 1:52PM · Permalink

Hi everyone, we've released Norton Security 22.10.0.85 - a new version that includes a fix for this issue. I recommend that you run LiveUpdate to receive the update. Confirm that you have the above version, then see if this issue still occurs. Thanks.

Tony Weiss | Norton Forums Global Community Manager | Symantec Corporation
Kudos0

Re: Latest updates on Win 7, NS can no longer launch QS, History etc

Posted: 17-Jul-2017 | 2:56PM · Permalink

@DavidCoffield - I recommend that you run LiveUpdate on your Norton product. We've recently released an update (22.10.0.85) that contains a fix for this issue. Thanks.

Tony Weiss | Norton Forums Global Community Manager | Symantec Corporation
Kudos0

Re: Latest updates on Win 7, NS can no longer launch QS, History etc

Posted: 17-Jul-2017 | 3:11PM · Permalink

The fix seems to work. Kind of strange though, I have two 32 bit computers running Win 7, on the same Norton license, all current with live updates. One computer downloads a patch which fixes part of the problem, generates an error, and tells me to run live update again, applying two more updates, which fixes it. The other computer downloads 55 updates, which apparently fixed things also.

Kudos0

Re: Latest updates on Win 7, NS can no longer launch QS, History etc

Posted: 18-Jul-2017 | 5:11AM · Permalink

The 22.10.0.85 patch seems to have fixed my issues with Quick Scan and the history on Windows 7 Pro (32bit). I will do some more testing over the coming week, and I will let everyone know if I spot any serious errors. Everything looks good at the moment though.

Thanks for your help

James

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