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Kudos4 Stats

Norton causing BSOD

ADMIN UPDATE July 7 2016 

We have updated some files to address Blue Screen issues. If you are still encountering Blue Screen errors, check the following:

  1. The file srtspp.dat timestamped July 6, 2016 or newer in the following locations:
    NSBU: C:\ProgramData\Norton\{0C55C096-0F1D-4F28-AAA2-85EF591126E7}\NSBU_22.x.x.x\SRTSP\
    NS: C:\ProgramData\Norton\{0C55C096-0F1D-4F28-AAA2-85EF591126E7}\NS_22.x.x.x\SRTSP\

  2. A folder 20160708.001 or newer (YYYYMMDD format) in the following location:
    C:\Program Files (x86)\[Norton_Product_Name]\NortonData\[v22.x Product]\Definitions\SDSDefs\

If you do not see either of these, please run LiveUpdate until no more updates are available.
If you continue to see Blue Screen errors, and both of the above files and folders exist on your system, please see this post for information to gather.



ADMIN UPDATE June 30 2016

This is an ACTIVE issue and we are looking to gather SymNRA logs & Full Memory Dumps for this BSOD issue. If you are able to help us with this issue. Please send us the logs & Full Memory Dumps. Instructions to Collect SymNRA Logs & Full Memory Dumps here 



ORIGINAL POST

Can anyone at norton confirm the following.

Norton security is causing BSOD.

symptons:

3 different domain controlled networks with computers of various builds (windows 7 and windows 10, both pro) are all getting a worker thread impersonalization BSOD. Mulitple computers across the domains. Only commonality is i use norton security on all of them.

IS it a case of just update to 22.7 or is it because of 22.7?

Please advise , i have hundreds using this product!

CHeers
Ean

Replies

Kudos0

Re: Norton causing BSOD

I am having same issue... I have removed nav on one machine as a test and have had no bsod so far
Kudos0

Re: Norton causing BSOD

Kudos0

Re: Norton causing BSOD

That hot fix does not seem to apply… I am getting a 0X000000df in the event viewer. I had run a live update at approximately 11 AM EST 6/28 this morning and still got a blue screen around noon. I am running on multiple intel NUC's and dell machines all with win 7 pro that are up to date.

Kudos0

Re: Norton causing BSOD

I also have the same issues. I have 20 PC's and BSOD caused on only NIS 22.7.0.76 machine. NIS 22.6.0.142 machines have no problem. I already contacted norton support, but he says "I've never heard that issue". I deleted NIS on 3 PC's and installed ESET, and those machine have no BSOD after that. I'm now worrying about all my PC's will automatically update to 22.7.0.76 with Live Update, and all of them will repeat BSOD.
Kudos0

Re: Norton causing BSOD

How do you go about submitting a real problem report where it gets put in front of a software engineer instead of talking to someone in India that wants to reset your password? I need results, not a support forum to make suggestions.
Kudos1 Stats

Re: Norton causing BSOD

Hi,aljaker. I'll see if I can get someone from Symantec to respond.

Windows 10 X64 Fall Creators Update 1709
Kudos0

Re: Norton causing BSOD

Same problems here.  Out of about 15 Win 7 64bit machines and a couple Win 8.1 machines, a couple now have the latest Norton update that kills the machine with BSOD on a pretty regular basis with a "Worker Thread blah blah blah" error.  Removing Norton fixes the issue, but I'd rather not uninstall it on all the machines.  Is a fix in the works???!

Kudos1 Stats

Re: Norton causing BSOD

Hi everyone, 

Thanks for reporting this issue.

We would like to get more information to proceed with this. Could each one of you get me the below details?

  1. Could you please post the steps to reproduce the BSOD / Crash? 
  2. A Screen Capture of the Blue Screen with Error Numbers (Stop Error, Technical Information)
  3. Since when are you facing the BSOD issue? (Date, Is it after a Norton update or third party software update etc.,)
  4. Any additional information you think that'll help us
  5. I'll send you guys a Private Message requesting more information including logs/dumps. Please check it when you get a chance.
Mohanakrishnan G | Norton Forums Administrator | Symantec Corporation
Kudos0

Re: Norton causing BSOD

We are facing the same problem. BSOD on three computers.

It started yesterday morning.

The problem is also discussed here:

answers.microsoft.com/en-us/windows/forum/windows_7-performance/bsod-the-bugcheck-was-0x000000df/274ea2f2-9595-40f9-8588-8fa675b9abc1?page=3

1. The computers where just running.

2. see attached picture

3. yesterday morning European time

File Attachment: 
Kudos0

Re: Norton causing BSOD

@Mohan_G

1. The crash occurs randomly and is not application-specific.

2. The screen is the same as with "jochentj"

3. Norton is only updated. The last update is back approximately one hour.

When you need more information send me a private message. Best Regards Superior

Kudos0

Re: Norton causing BSOD

A chat with support indicated this was a known issue and was supposed to email me a fix.

Related to a Windows Update? Haven't received email yet.

Surprised I haven't seen more posts about this...

Kudos0

Re: Norton causing BSOD

Microfiche: A chat with support indicated this was a known issue and was supposed to email me a fix. Related to a Windows Update?

do you know which Win-update...

Kudos0

Re: Norton causing BSOD

No, still on a chat. They are telling me "it is too complicated for me to understand and fix" (paraphrased)

Kudos0

Re: Norton causing BSOD

Thanks

Kudos0

Re: Norton causing BSOD

A morning wasted.

No, they do NOT have a fix, despite what I was told originally.

They needed to look at a computer and confirm that a problem was happening and it was what I said it was.

Once they determined that was the case 90 minutes later, they said to email when it crashes again so they can collect more dumps.

Maybe time to look at other options when subscriptions lapse if not before.

Kudos0

Re: Norton causing BSOD

I just sent teh memory dump to Mohan (admin), hopefully they get to the bottom of this real fast, i have one computer that i have removed and not BSOD yet. Meanwhile i have three seperate domain networks lighting it up!!

the blue screen refers to impersonation work thread it seems.

Will keep you in the loop.

Cheers

Ean

Kudos0

Re: Norton causing BSOD

There's nothing specific that will cause the crash that I can figure out.  It seems to happen randomly after a certain amount of time.  I'm assuming it's when Norton is doing something in the background and it dies.  It can happen when the machine isn't even in use - just sitting at the desktop screen.  The error log attributes the problem to ntoskrnl, which could be anything.

Our FIRST machine with the problem started last week.  Our SECOND machine with the problem started Monday. 

Removing Norton Internet Security solves the problem, so it is DEFINITELY a Norton issue - 100%.

Kudos0

Re: Norton causing BSOD

We have same problem on 3 pc's. Monday the first and today second and third. We need a fix by Norton to solve this problem,

or would change the product with another brand.

Kudos0

Re: Norton causing BSOD

Also having the same problem on 3 machinen, one of them crashing with BSOD approx. every hour. After disabling crashing Norton stopped on all machines ... Norton support chat told me to wait for "0 hours 1 minute" - half an hour ago ;-)

Kudos0

Re: Norton causing BSOD

Hey guys, done some more Sympton reviews, maybe this will you @mohan_G. In all 3 environments i see a common after effect. The BSOD computer has to reinstall the Business client  agent msi (either x86 or X64) and hence takes a longtime to reboot. Even after that they cannot write to previously mapped drives until another reboot is done. I also note in the event viewer every program gives out error reporting after the first reboot AFTER the memory dump.

Hope that may shed some light in what its taking out.

Cheers

Ean

Kudos1 Stats

Re: Norton causing BSOD

Hey everyone, just chiming in that others are having the issues as well. I have one Win10 and one Win7 machine affected so far. One started last Thursday, and one today (Wednesday).

You can see here for some full system dumps if you need any specific info:

http://www.tenforums.com/bsod-crashes-debugging/54582-frequent-bsod-whil...

Kudos0

Re: Norton causing BSOD

Thanks @GFIUZZI, @JVO & @nathandenco,

Thanks for reporting this issue.

I've sent you a Private Message requesting logs, Please check it when you get a chance.

Mohanakrishnan G | Norton Forums Administrator | Symantec Corporation
Kudos0

Re: Norton causing BSOD

Have a couple of customers with the same issue. Just started happening this week. Need to know how to fix ASAP. Customers are getting corrupt data from the shutdowns. I have several dmp files if needed.

Kudos0

Re: Norton causing BSOD

Thanks @cccrkfg,

I've sent you a Private Message requesting Full Memory Dumps, Please check it when you get a chance.

Mohanakrishnan G | Norton Forums Administrator | Symantec Corporation
Kudos0

Re: Norton causing BSOD

Hi everyone, I've also sent all of you a Private Message with instructions on generating and upload logs. If you're able to create and send them, we'd appreciate it. Thanks.

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

Re: Norton causing BSOD

Mohan_G

Just for information I'm not seeing any crashes with NSwBU 22.7.0.6 and Windows 7 Home Premium SP1 fully Windows uptodate except for 7 optionals -- but I'm using the 32 bit version of Windows 7 and so of IE 11.

Hugh
Kudos0

Re: Norton causing BSOD

Our third machine applied a Norton liveupdate and started doing this today now.  Unlike the other two, this is a Win 8 machine.

It would be nice if Symantec/Norton STOPPED PUSHING OUT THIS UPDATE THAT'S CAUSING BSODs until it's FIXED AND TESTED.

Kudos0

Re: Norton causing BSOD

On my PC's, BSOD occur not on specific operation. It happens suddenly. Today, one more PC upgraded automatically to 22.7.0.76 and start BSODing. It's a nightmare all 20 PC's will upgrade and BSODing soon. I watched memory.dmp with windbg, but specific process isn't shown.
Kudos0

Re: Norton causing BSOD

I think I am seeing similar issue with 22.7.0.76 causing BSOD with at least 3 instances of BSOD error related to "IMPERSONATING_WORKER_THREAD" since yesterday.  I wonder if applying liveupdate now may have the issue resolved or that I will have to do an uninstall.  The concerned PC is running Windows 10 64-bit.

Kudos0

Re: Norton causing BSOD

There is no fix yet.  The only option is to uninstall at the moment.  Yeah, it's dumb, right?

Kudos0

Re: Norton causing BSOD

Hi, we have the same problem, currently 4 machines. The issue was occoured after minor upgrade from 22.7.0.75 to 22.7.0.76 version. The BSOD is OS independent, WInXP-SP3, Win7x64, Win8.1 all the same.

File Attachment: 
Kudos0

Re: Norton causing BSOD

Hello Community,

we´ve got the same problem at different customers since last weekend. BSOD With Stop:0x000000DF.

Affected are different machine types (Win7-32Bit, Win7-64Bit, Win10-64Bit, maybe XP-32Bit (not sure, but BSOD since last weekend, but no BSOD since two days after changing RAM)) with Norton Security installed. I´ve deinstalled the Norton Securities today and it seems to solve the problem. Before the deinstallation the customers reported the BSOD almost every hour on some machines

I´ve got the memory dump from one Win7-32Bit machine if needed.

Looking forward a solution - we have MANY customers with Norton Security installed...

Best regards

Christian

Kudos0

Re: Norton causing BSOD

Hello Community,

I've got the same problem on 6 pc's on a network running win7 , after automatic update to Norton Security version 22.7

The crashes to BSOD occourred with a one-hour period approx.

I've stopped Norton Security on 5 computers to avoid the crashes and keep on working.

On the sixth I've disinstalled Norton Security and then re-installed it and it seems to work.

Tomorrow I will try it with the other pc's.

Kudos0

Re: Norton causing BSOD

I deinstalled and reinstalled Norton Security on two PCs with the issue yesterday. It didn´t solve the problem :-(

good luck

Kudos0

Re: Norton causing BSOD

Hello,

Sorry for the issues.

We are looking into it.

Did the users who installed today do a LU until there were no more updates ?

Instructions for capturing the logs were sent by TonyW a few posts earlier. Capturing the logs would be very beneficial. Please send us the logs.

Thanks,

Snehansh

Kudos0

Re: Norton causing BSOD

Having the same issue here at our office. Running Windows 7 Pro 64-bit, Norton Internet Security with Backup, Windows 2000 Server environment, multiple workstations showing BSOD with Worker Impersonation multiple times per day. Please post steps to provide log files publicly so other users in this thread, like myself, can provide log information to you. LiveUpdate is current and that fix has NOT resolved this problem.

Kudos0

Re: Norton causing BSOD

Can you please explain how to capture these logs? The instructions essentially:

1. Turn on a logger

2. Reproduce problem

3. Press button on logger

But there's issues with this: we can't reproduce the problem, it appears to be at random. Also, how do we press the button on the logger if the symptom is a blue screen? Will the button on the logger persist after turning the computer back on?

Thankfully the issue hasn't happened again for me, but that doesn't mean it's fixed for sure, and that also means I can't reliably get logs for it.

Kudos0

Re: Norton causing BSOD

Two more computers at our office down today. This is wonderful.

Kudos0

Re: Norton causing BSOD

This is all I was able to recover from Windows - no idea where or how to access Norton logs. No way to reproduce problem as it happens randomly. 

Problem signature:
  Problem Event Name:    BlueScreen
  OS Version:    6.1.7601.2.1.0.256.48
  Locale ID:    1033

Additional information about the problem:
  BCCode:    df
  BCP1:    FFFFF8000316F6C0
  BCP2:    FFFFFA8007071410
  BCP3:    FFFFFA8007071410
  BCP4:    0000000000000000
  OS Version:    6_1_7601
  Service Pack:    1_0
  Product:    256_1
 

Kudos0

Re: Norton causing BSOD

Log's. But Sorry the problem is various ed is international (i wrote from italy) is impossible that Symantec don't know this issue.

Past 3 days And is our for one solution !

Or the sulution is change the product for my customer with another.

Kudos0

Re: Norton causing BSOD

Hi Snehansh,

All affected machines at my customers are at 22.7.0.76

I removed Norton Security today with Removal Tool, ran the NSBUDownloader and did a Live Update after installation.

LU installed 19 updates + 1 additional Patch and was on 22.6.0.142 afterwards (Only ran LU once).

Some hours later the update to 22.7.0.76 was installed by LU and the machine crashed soon after again ...

COULD YOU PLEASE REVOKE 22.7.0.76 FROM LIVE UPDATE UNTIL YOU HAVE A FIX FOR THIS ???   
Maybe with 22.7.0.75 at least after a fresh install Norton won't crash any more...

Best

Juergen

Kudos0

Re: Norton causing BSOD

Scratch what I said before about it working now, just got another BSOD.

I agree with @JVO, please at the very least release a new version (if you cannot revert backwards) that reverts the changes 22.7.0.76 made. If this is not resolved sooner the only answer will probably have to be permanently uninstalling it from all PCs, which nobody would rather do.

Kudos0

Re: Norton causing BSOD

I'm just going to add a +1 to the list of people having a problem with this. Please revert the update back to a stable build until this is fixed.

Thankfully on my end it hasn't happened more than once a day, but still it is pretty frustrating.

Kudos0

Re: Norton causing BSOD

Thanks for reporting this issue @enchan, @TOMETH, @Uhlenbrock-EDV, @57752bd86f89e, @GRPCPA, @Mr. R,

I've sent you a Private Message requesting SymNRA logs & Full Memory Dumps, Please check it when you get a chance.

Mohanakrishnan G | Norton Forums Administrator | Symantec Corporation
Kudos0

Re: Norton causing BSOD

In response to the Admin Update pinned at the top of this post requesting Log and Memory Dumps - in Windows 7 Professional 64-bit, going through the advanced system settings gives the option to do a Small Memory Dump or Kernel Memory Dump. There is no option for Complete Memory Dump. Additionally, as all the users on this thread have reported, this error is not recreate-able, as it happens seemingly randomly, therefore "perform the action that causes the crash" is an unsupportable request, as is clicking "Finish" in a log program after the error occurs. The BSOD immediately precedes a system shutdown and no opportunity to "Finish" an error log is available. We would like to get you the information necessary to resolve this problem, but the information seems unobtainable based on the instructions given in the link provided above. Hopefully Symantec employees are experiencing this problem by now and can obtain the requisite logs.

Kudos1 Stats

Re: Norton causing BSOD

And for those of you having an issue gathering SymNRA logs for us, these are the basic steps we'd like you to perform:

1) Start the logs
2) Let the issue occur - it should happen on its own, and we don't want you to force your system toward data loss
3) Once you're able to restart successfully, stop the logs
4) Send us the logs

Thanks!

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

Re: Norton causing BSOD

Have you stopped pushing out the broken update so I don't end up with this on all 15 of our machines in the office?

Kudos0

Re: Norton causing BSOD

I waste time, running around to uninstall NIS and install other software. I have no time to do my job! Symantec should re-distribute older version until solve the bug.

Kudos0

Re: Norton causing BSOD

Hello Community,

I rectify my previous message.

Re-installing doesn't fix the issue with version 22.7.0.76.

Kudos0

Re: Norton causing BSOD

Yesterday we did a test in 4 machine of different customers and we temporary disabled the Software Protection Service on windows and so far none of them had bsod again. Logs seems clean now. Dont think this should be a final solution but maybe could buy us some time until Norton takes out the bad update. We have more than 200 PCs with Norton!

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