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Kudos0

Norton 360 version 5 on windows 7 64bit OS - Crashes on Full or Custom scans - only quick scan works

My computer crashes frequently, i.e. multiple times, daily.

I've been using Microsoft security essentials. 

It obviously did not prevent whatever got on my computer and when I try to do a scan, other than a quick scan, to clean it off, my computer crashes, i.e. freezes and sometimes the moniter goes black.

I bought Norton 360 thinking it might find and solve the problem.

But my computer still crashes when I do a Norton 360 Version 5 scan, other than quick scan.

I have a Windows 7 Home Premium 64bit operating system. 

I saw one suggestion: to do a Malwarebytes scan.  But my computer crashes with a Malwarebytes scan also. 

Any other suggestions?

Thanks

Replies

Kudos0

Re: Norton 360 version 5 on windows 7 64bit OS - Crashes on Full or Custom scans - only quick scan works

Hi,

can you please run the program in Safe Mode:
1. Restart your PC
2. Before the Windows logo press F8 until you see a list
3. Select Safe Mode, and hit enter
4. When Windows is loaded, open the Norton product, and run a Full System Scan.

Let us know the results.

Windows 10 Hungarian, Norton Internet Security v22.9.0.71
Kudos0

Re: Norton 360 version 5 on windows 7 64bit OS - Crashes on Full or Custom scans - only quick scan works

Thank you for the suggestion to run a full scan in safe mode. 

I did, it worked  and the results are:

It identified 5 high-threat items and quaranteed them. 

It identified 1 tracking-item and removed it.

It found 1 high-threat item that needed attention and 2 low-threat items that needed attention.  It subsequently removed these.

That is a great improvement in that my computer constantly crashed before even finishing a scan previously, preventing fixes.

However, my computer has again crashed 2 or 3 times after these above fixes. 

I will repeat scans and fixes hoping the crashing will eventually stop. 

But your suggestion was most helpful and I do appreciate the help. 

At least I was able to get through a full scan and accomplish fixes aganst found threats. 

Thank you.

Kudos1 Stats

Re: Norton 360 version 5 on windows 7 64bit OS - Crashes on Full or Custom scans - only quick scan works

Hi,

It sounds like your computer might benefit from a 'second opinion'. Not mine I'd suggest that you download, install, update and run the free version of Malwarebytes scanner. To keep it simple, do it in safe mode the first time. The program is Norton compatible so it can stay on your computer for those times when you feel the need to use it.

let us know how it goes, we'll leave a light on

Dick Win 10x64 current current NSBU
Kudos0

Re: Norton 360 version 5 on windows 7 64bit OS - Crashes on Full or Custom scans - only quick scan works

Dick:

I got a second opinion, Malwarebytes, as you suggested. 

It did find 2 adware threats and cleaned them up. 

Initially computer stopped crashing but unfortunately, it crashed again today.

But this is a vast improvement. 

I will keep scanning and cleaning with both Norton 360 and Malwarebytes.

Thanks for your suggestion.

AiQuoc

Kudos0

Re: Norton 360 version 5 on windows 7 64bit OS - Crashes on Full or Custom scans - only quick scan works


AiQuoc wrote:

Dick:

I got a second opinion, Malwarebytes, as you suggested. 

It did find 2 adware threats and cleaned them up. 

Initially computer stopped crashing but unfortunately, it crashed again today.

But this is a vast improvement. 

I will keep scanning and cleaning with both Norton 360 and Malwarebytes.

Thanks for your suggestion.

AiQuoc


Hi,

I like reading that you were able to clean things up. I don't like reading that they are returning. This means that the basic problem is still present on your computer. Try this; boot to safe mode and run full scans with both programs. Reboot in between the scans so that they can cleanup. If that doesn't find the problem then we will take it to the next level.

Dick Win 10x64 current current NSBU
Kudos0

Re: Norton 360 version 5 on windows 7 64bit OS - Crashes on Full or Custom scans - only quick scan works

Dick:

I did a Norton 360 scan in safe mode and then turned off the computer.

It scanned c. 2,600,000 files in about 3 hours on drives: C, E & I.

I then did a Malwarebytes scan in safe mode and then turned off the computer. 

It scanned c. 617,000 files in about 1 hour on drives: C, E & I.

I tried to reply to you twice but my computer crashed each time. 

I hope this one goes through.

Thanks

Frank

Kudos0

Re: Norton 360 version 5 on windows 7 64bit OS - Crashes on Full or Custom scans - only quick scan works

Please download the Norton Power Eraser (NPE) and save to a convenient location such as your desktop.


Run the NPE, accept the license agreement and then perform a scan.


Please note: do NOT change anything in the Settings tab unless directly requested to do so.

When the scan is completed, you will get a results page listing anything that NPE found. Please be very careful before clicking on the Fix button. NPE uses aggressive methods to detect malware and it may mistakenly select legitimate files that should not be removed from your computer.

Please let us know the complete scan results and file(s) information by posting a screen shot before having NPE perform the fix. In this way we can help ensure that files related to False Positives are not mistakenly removed.  Also, when asked to FIX the found malware, please make sure that Create System Restore Point is checked and System Restore is active.




Let us know the results.

Windows 10 Hungarian, Norton Internet Security v22.9.0.71
Kudos0

Re: Norton 360 version 5 on windows 7 64bit OS - Crashes on Full or Custom scans - only quick scan works

Do I run NPE with the Rootkit and have my computer restart?  

Will I be able to capture a screen shot to post if I do this?

Or do I NOT run the Rootkit and click continue?

Thanks

Kudos0

Re: Norton 360 version 5 on windows 7 64bit OS - Crashes on Full or Custom scans - only quick scan works


AiQuoc wrote:

Do I run NPE with the Rootkit and have my computer restart?  

Will I be able to capture a screen shot to post if I do this?

Or do I NOT run the Rootkit and click continue?

Thanks


Hi,

Yes

Yes

n/a

Welcome

Dick Win 10x64 current current NSBU
Kudos0

Re: Norton 360 version 5 on windows 7 64bit OS - Crashes on Full or Custom scans - only quick scan works

I ran NPE. 

It only took 2 minutes which seemed too quick to me since the Norton 360 full scan took 3 hours. 

NPE found nothing.  I tried to attached the screen shot which I pasted in a word document but the attachment would not take. 

Thanks

Kudos0

Re: Norton 360 version 5 on windows 7 64bit OS - Crashes on Full or Custom scans - only quick scan works

It would be great to know why your machine is crashing. Please do these steps:

1. Configure Window not do restart automatically by crashes: http://pcsupport.about.com/od/windows7/ht/automatic-restart-windows-7.htm

2. Notice where Windows will create the crush dump file (it's on the same window where you will change the auto restart)

3. Repeat the steps to create a crash

4. When the crash happens write down the error code

5. Reboot PC

6. After reboot copy the memory.dmp file, and upload it to a file sharing server like rapidshare.com

7. Send us the link of the dmp file you uploaded and the error number in a reply 

Windows 10 Hungarian, Norton Internet Security v22.9.0.71
Kudos0

Re: Norton 360 version 5 on windows 7 64bit OS - Crashes on Full or Custom scans - only quick scan works

I have now configured Windows to NOT automatically restart after a crash. 

I have noted the dump file location and saved it in a word document to access later if/when needed. 

My concern is that when my computer crashes, it simply freezes.  I cannot use the mouse or type ctrl/alt/delete to start the task manager.  I have to turn off the power button to get out of the freeze and then after waiting turn the power switch back on. 

So I don't understand how I'll see the error code. 

I'm guessing I'll do the above and when I turn the computer back on I'll go to the dump file location to see the error code. 

I'm also not sure how to "make" it crash.  But I'll try this next time it crashes. 

This is very helpful.  I just hope we can eliminate the problem.  Thanks to all. 

Kudos0

Re: Norton 360 version 5 on windows 7 64bit OS - Crashes on Full or Custom scans - only quick scan works

My computer crashed again. 

I configured Windows to NOT automatically restart on crash.

But could see no error code.  It crashed in sleep mode and I could not "wake it up". 

I turned the computer off and turned it back on and then I put the dump file in start's search field and it said "no items match your search". 

I had copied/pasted the file name so it was not a typo. 

Is the dump file in some hidden folder that's not searchable? 

Now I'm not sure how to get you the error code. 

Any suggestions?

Thanks

Kudos0

Re: Norton 360 version 5 on windows 7 64bit OS - Crashes on Full or Custom scans - only quick scan works

The crash dump will be only created if the system gets a Blue Screen OF Death (BSOD) error.

But if it crashed during sleep mode, it the dump file will not be created.

Windows 10 Hungarian, Norton Internet Security v22.9.0.71
Kudos0

Re: Norton 360 version 5 on windows 7 64bit OS - Crashes on Full or Custom scans - only quick scan works

My crashes are rarely a BSOD.  They typically are a freezing of whatever is on the screen at the time. 

Maybe the word crash is not the right word. 

For example, when I was replying to the Norton Community a while back, my computer "crashed" and I could see the Reply to Message screen but my mouse would not move and the keyboard would not work. 

This is normally what occurs on crashes.  On occasion the screen will go black but that's not the norm. 

Since I don't know what to do without a functioning mouse or keyboard, I turn off the computer (push the power button), wait and then turn the computer back on. 

But even if this last crash was not a BSOD, wouldn't the last time it was a black screen still be in the dump file? 

Thanks

Kudos0

Re: Norton 360 version 5 on windows 7 64bit OS - Crashes on Full or Custom scans - only quick scan works

If you wait a bit during these freezes, will the PC later be usable?

Windows 10 Hungarian, Norton Internet Security v22.9.0.71
Kudos0

Re: Norton 360 version 5 on windows 7 64bit OS - Crashes on Full or Custom scans - only quick scan works

I've not waited very long before turning off my computer.

Next time it occurs, I will give it a couple of minutes to see if it becomes functional after a period of time. 

I doubt it will but I will test it. 

Thanks

Kudos0

Re: Norton 360 version 5 on windows 7 64bit OS - Crashes on Full or Custom scans - only quick scan works

Update:

Finally got another crash.  This time I waited to see if my computer would "thaw out" as suggested and become functional on its own.  It did not.   I again had to power off my computer and turn it back on to get it going again. 

I continue to run Norton 360 and Malwarebytes scans in regular mode and safe mode. 

I recently turned on an old hard drive from an old computer that I was told needed replacing as it was failing.  I had taken it out of the old computer and wired it up as an external hard drive to my current computer but usually keep it turned off. 

A Malwarebytes scan found and cleaned a "tabletka\keygen.exe" file and a Norton 360 scan found and cleaned a "tabletka.rar" file. 

We'll see if my computer stops crashing now. 

Thanks

Kudos0

Re: Norton 360 version 5 on windows 7 64bit OS - Crashes on Full or Custom scans - only quick scan works

Just wondering.

How old are the drives? Have you run CHKDSK/f on C:\? I was going to ask if heat was a problem but you would not be able to reboot immediately if things got too hot. So disregard that question. I don't remember seeing the amount of RAM you have installed - more than 2GB I hope. With all of this going on I do hope that you are keeping a good current backup in a safe place.

Dick Win 10x64 current current NSBU
Kudos0

Re: Norton 360 version 5 on windows 7 64bit OS - Crashes on Full or Custom scans - only quick scan works

My computer is from 2009 so the C drive is 2009.  My C drive is 931 GB with 872 free. 

I have 8 GB RAM with a 3 Ghz processor.

I do have an older internal hard drive I removed from an older computer but it is now only used as an external hard drive. 

I have 2 external hard drives (931 GB with 402 free about 3 years old and 1.81 TB with 1.5 free about 1 year old) and the old (over 5 years old) internal hard drive (231 GB with 78 free) I now use as an external hard drive. 

I backup regularly.  My backup goes to the 1.81 TB external drive. 

How do I run a CHKDSK/f on C:\?  But I may not understand what it tells me when I run it. 

I do not think it is over heating. 

Thanks for your help.

Kudos0

Re: Norton 360 version 5 on windows 7 64bit OS - Crashes on Full or Custom scans - only quick scan works

This post has been moved to its own thread.
Kudos1 Stats

Re: Norton 360 version 5 on windows 7 64bit OS - Crashes on Full or Custom scans - only quick scan works

AiQuoc:

As considerable work has been done on your machine without much success, I would suggest saving your personal data, documents, pictures etc. and signing in on one of these free malware removal forums to get assistance.  They use more advanced tools and one on one assistance.

www.bleepingcomputer.com

http://www.geekstogo.com/forum/

http://www.cybertechhelp.com/forums/

http://forums.whatthetech.com/

http://support.emsisoft.com/forum/6-help-my-pc-is-infected/

Under certain circumstances profanity provides relief denied even to prayer.Mark Twain

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