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Kudos4 Stats

Norton causing BSOD

Posted: 28-Jun-2016 | 3:21PM · Edited: 11-Jul-2016 | 2:03PM · 231 Replies ·

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

Labels: , Windows 10, Performance, Norton Security

Replies

Kudos0

Re: Norton causing BSOD

Posted: 01-Jul-2016 | 4:10AM · Edited: 01-Jul-2016 | 4:13AM · Permalink

presidente:  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!

we temporary disabled the Software Protection Service on windows 

do you mean Norton Product Tamper Protection...? 
do you mean Disable Auto-Protect...?

Kudos0

Re: Norton causing BSOD

Posted: 01-Jul-2016 | 4:34AM · Edited: 01-Jul-2016 | 4:39AM · Permalink

I mean the Software Protection service of Windows. (Services.msc). Still NO BSOD on the computers we did this since yesterday.

Kudos0

Re: Norton causing BSOD

Posted: 01-Jul-2016 | 4:52AM · Edited: 01-Jul-2016 | 4:55AM · Permalink

presidente:  I mean the Software Protection service of Windows. (Services.msc). Still NO BSOD on the computers we did this since yesterday.

Hmm, my Norton cannot be disabled in Services.

Kudos0

Re: Norton causing BSOD

Posted: 01-Jul-2016 | 5:07AM · Permalink

Hi. We did not disabled Norton. We disabled the "Software Protection" service that you find in the services.msc of windows :) (remeber this should be a temp)
Kudos0

Re: Norton causing BSOD

Posted: 01-Jul-2016 | 5:56AM · Edited: 01-Jul-2016 | 6:03AM · Permalink

presidente:  Hi. We did not disabled Norton. We disabled the "Software Protection" service that you find in the services.msc of windows :) (remeber this should be a temp)

Okay, my setup.  Software Protection Network Service is not running. 

Enables the download, installation and enforcement of digital licenses for Windows and Windows applications. If the service is disabled, the operating system and licensed applications may run in a notification mode. It is strongly recommended that you not disable the Software Protection service.

  http://www.blackviper.com/windows-services/software-protection/

  Thanks 

Kudos1 Stats

Re: Norton causing BSOD

Posted: 01-Jul-2016 | 2:13PM · Edited: 01-Jul-2016 | 2:14PM · Permalink

I have dozens of customers with this problem. Ok it can happen. But what I really cant understand is that they DO NO REVOKE 22.7.0.76. 22.6.0.142 has no issues and even if you reinstall 22 and disable auto update, after some hours or on the next day you have 7.0.76 again. In Germany the hotline told me solutions perhaps in some hours, that was nearly 2 days ago. So I hope that there is a solution on monday morning, otherwise i will be forced to replace all major installations with a) Version 21    b) a completely other product.

Sorry Norton you did a good job for several years since I switched from TrendMicro, but most software developers would handle this better.

I cant believe that YOU began to notice trouble on Tuesday when I as a very small dealer had already about 30-40 PC with this problem. And can I trust someone who seems to tell me lies in a security relevant enviroment?

P.S.: Im looking forward for the notification of a bug fixed release but I´m not shure if I will ever get a mail... 

Kudos2 Stats

Re: Norton causing BSOD

Posted: 01-Jul-2016 | 2:29PM · Permalink

So I hope that there is a solution on monday morning, otherwise i will be forced to replace all major installations with a) Version 21    b) a completely other product.

Option a) is a dangerous choice.  V21.7.0.11 was NOT patched for the publicly disclosed vulnerability described in Symantec Security Advisory SYM16-10.  See the discussion at https://community.norton.com/en/forums/support-nis-217011-discontinued

Kudos0

Re: Norton causing BSOD

Posted: 01-Jul-2016 | 4:29PM · Permalink

Hi @presidente & @GRPCPA,

I've sent you a Private Message with some instructions, Please check it when you get a chance.

Mohanakrishnan G | Norton Forums Administrator | Symantec Corporation
Kudos0

Re: Norton causing BSOD

Posted: 01-Jul-2016 | 11:24PM · Permalink

option a was what they told me to do at the hotline...

Kudos0

Re: Norton causing BSOD

Posted: 02-Jul-2016 | 2:38AM · Permalink

Hi,

Same problems for me with several windows 10 pro. It started last monday and I get the blue screen every hour... The only solution for me is to disable Norton Security.... I hope you'll find a solution very soon or I will be forced to choose another product...

Kudos0

Re: Norton causing BSOD

Posted: 02-Jul-2016 | 5:01AM · Permalink

option a was what they told me to do at the hotline...

I don't know when you received the hotline advice.  It's possible that the advice was given before Security Advisory SYM16-10 was published or that the support staff with whom you spoke were uninformed.

Regardless,  now you have the facts so that you can make an informed decision.

Kudos0

Re: Norton causing BSOD

Posted: 02-Jul-2016 | 5:17AM · Permalink

Is the Patch SYM16-010 the solution for the BSOD? 

Kudos0

Re: Norton causing BSOD

Posted: 02-Jul-2016 | 5:25AM · Edited: 02-Jul-2016 | 5:34AM · Permalink

GerichA:  and even if you reinstall 22 and disable auto update, after some hours or on the next day you have 7.0.76 again.

if you install 22.6 and disable Automatic LiveUpdates you'll stay at v22.6 .....>
Either you did not click Apply under Antivirus > Updates > Automatic LiveUpdates > Off or you have turned Off Automatic Download of New Version under Administrative Settings.  Thinking Automatic Download of New Version is Automatic LiveUpdates.   
* Automatic Download of New Version refers to v22 to v23 (v23 as New Version).  
* Protection and Product updates for v22 come thru Automatic LiveUpdates.

Kudos0

Re: Norton causing BSOD

Posted: 02-Jul-2016 | 5:27AM · Permalink

This following (temporary) configuration seems to work for me (4 hours with no crashes):

Kudos1 Stats

Re: Norton causing BSOD

Posted: 02-Jul-2016 | 5:57AM · Edited: 02-Jul-2016 | 6:48AM · Permalink

tombolena:

Is the Patch SYM16-010 the solution for the BSOD? 

Hi tombolena:

SYM16-010 (Security Advisories Relating to Symantec Products - Symantec Decomposer Engine Multiple Parsing Vulnerabilities) of 28-Jun-2016 is Symantec's security advisory for critical vulnerabilities recently discovered in multiple Symantec and Norton products by Tavis Ormandy of Google's Project Zero. From Tavis' Ormandy's Project Zero blog at http://googleprojectzero.blogspot.ca/2016/06/how-to-compromise-enterprise-endpoint.html: "These vulnerabilities are as bad as it gets. They don’t require any user interaction, they affect the default configuration, and the software runs at the highest privilege levels possible. In certain cases on Windows, vulnerable code is even loaded into the kernel, resulting in remote kernel memory corruption."

bjm:

if you install 22.6 and disable Automatic LiveUpdates you'll stay at v22.6 .....>

The chart in that SYM16-010 advisory shows that all Norton antivirus products earlier than v22.7 (including v21.7.0.11 and v26.6.0.142) are vulnerable, so updating to v22.7.0.76 is the only patch for these vulnerabilities.  The thread Support of NIS 21.7.0.11 Discontinued that RLWA32 recommended in a previous post includes comments by Symantec employee Tony Weiss on this topic.

So essentially, downgrading to v21.7.0.11 or v26.6.0.142 might temporarily solve your BSODs but it will also expose your system to exploit of serious security vulnerabilities that have now been made public.
------------
32-bit Vista Home Premium SP2 * Firefox v47.0.1 * NIS v22.7.0.76 * MBAM Premium v2.2.1

Kudos1 Stats

Re: Norton causing BSOD

Posted: 02-Jul-2016 | 6:07AM · Edited: 02-Jul-2016 | 6:09AM · Permalink

lmacri:
tombolena:

Is the Patch SYM16-010 the solution for the BSOD? 

Hi tombolena:

SYM16-010 (Security Advisories Relating to Symantec Products - Symantec Decomposer Engine Multiple Parsing Vulnerabilities) is Symantec's security advisory for multiple critical vulnerabilities recently discovered in multiple Symantec and Norton products by Tavis Ormandy of Google's Project Zero. From Tavis' Ormandy's Project Zero blog at http://googleprojectzero.blogspot.ca/2016/06/how-to-compromise-enterprise-endpoint.html: "These vulnerabilities are as bad as it gets. They don’t require any user interaction, they affect the default configuration, and the software runs at the highest privilege levels possible. In certain cases on Windows, vulnerable code is even loaded into the kernel, resulting in remote kernel memory corruption."

bjm:

if you install 22.6 and disable Automatic LiveUpdates you'll stay at v22.6 .....>

The chart in that SYM16-010 advisory shows that all Norton antivirus products earlier than v22.7 (including v21.7.0.11 and v26.6.0.142) are vulnerable, so updating to v22.7.0.76 is the only patch for these vulnerabilities.  The thread Support of NIS 21.7.0.11 Discontinued that RLWA32 recommended in a previous post includes comments by Symantec employee Tony Weiss on this topic.

So essentially, downgrading to v21.7.0.11 or v26.6.0.142 might temporarily solve your BSODs but it will also expose your system to exploit from serious security vulnerabilities that have now been made public.
------------
32-bit Vista Home Premium SP2 * Firefox v47.0.1 * NIS v22.7.0.76 * MBAM Premium v2.2.1

my message Permalink was only to help explain ...>

GerichA:  and even if you reinstall 22 and disable auto update, after some hours or on the next day you have 7.0.76 again.

not to dispute/question 22.7 as patch for SYM16-010

Kudos0

Re: Norton causing BSOD

Posted: 02-Jul-2016 | 9:26AM · Permalink

 

bjm_:

Okay, my setup.  Software Protection Network Service is not running. 

Not running on my Win7 machine either.  The Software Protection Service is set to automatic, but isn't currently running

if you install 22.6 and disable Automatic LiveUpdates you'll stay at v22.6 .....>
Either you did not click Apply under Antivirus > Updates > Automatic LiveUpdates > Off or you have turned Off Automatic Download of New Version under Administrative Settings.  Thinking Automatic Download of New Version is Automatic LiveUpdates.   
* Automatic Download of New Version refers to v22 to v23 (v23 as New Version).  
* Protection and Product updates for v22 come thru Automatic LiveUpdates.

The above is at the root of why I'm currently disappointed with Symantec.  With the BETA testing and changes in SDS definitions, I feel 22.7 REALLY should have been v23.  If that was the case, customers could have stayed on V22.6 and set automatic download of New Version to off until the bugs were fixed.  I did this same thing with V21 until V22 was running pretty well.

I suspect Symantec had a business metric to hit a certain amount of customers on the new version so they moved out of BETA too fast and used the sneaky trick of V22.7 to get around the blocking of a new version download.

Kudos2 Stats

Re: Norton causing BSOD

Posted: 02-Jul-2016 | 9:42AM · Edited: 02-Jul-2016 | 9:49AM · Permalink

Brocktoon:  bjm_: if you install 22.6 and disable Automatic LiveUpdates you'll stay at v22.6 .....>

Either you did not click Apply under Antivirus > Updates > Automatic LiveUpdates > Off or you have turned Off Automatic Download of New Version under Administrative Settings.  Thinking Automatic Download of New Version is Automatic LiveUpdates.   
* Automatic Download of New Version refers to v22 to v23 (v23 as New Version).  
* Protection and Product updates for v22 come thru Automatic LiveUpdates.

The above is at the root of why I'm currently disappointed with Symantec.  With the BETA testing and changes in SDS definitions, I feel 22.7 REALLY should have been v23.  If that was the case, customers could have stayed on V22.6 and set automatic download of New Version to off until the bugs were fixed.  I did this same thing with V21 until V22 was running pretty well.

I suspect Symantec had a business metric to hit a certain amount of customers on the new version so they moved out of BETA too fast and used the sneaky trick of V22.7 to get around the blocking of a new version download.

Hmm, interesting comment... re 22.7 REALLY should have been v23.
FWIW ~ I feel Norton needs a rolling concurrent beta.   I feel Norton needs steady results in beta before release.  I'm not understanding how issues appear on-release that evade Norton (presume) in-house (tests).   I'm not understanding why traditional channel feels like beta channel. I'm tired of Norton-as-a-Service - AS IS.  Just me. 

Kudos0

Re: Norton causing BSOD

Posted: 02-Jul-2016 | 9:55AM · Permalink

Hello,

I am trying to find out how to proceed with the issue appears...

I just disable the service that you propose but I am not sure if this will help in our problem.

3 days know I have the same problem (BSOD)..

Since the problem exists in that version is there any temporary solution?

Shoud I uninstall Norton?

You feedback will be appreciated.

Thanks a lot..

Kudos0

Re: Norton causing BSOD

Posted: 02-Jul-2016 | 1:13PM · Permalink

Is it possible to download the latest stable version somewhere, while waiting for the fix?

Kudos0

Re: Norton causing BSOD

Posted: 03-Jul-2016 | 6:35AM · Permalink

Any news guys???

Tomorrow is a business day and we will have problem...

Should anyone from support explain how to proceed?

Could we have your official feedback?

Thanks

Kudos0

Re: Norton causing BSOD

Posted: 03-Jul-2016 | 11:43AM · Permalink

haven´t got the impression they seem to care...

They ruin the trust they build withing some years in less than a week...

Kudos0

Re: Norton causing BSOD

Posted: 04-Jul-2016 | 1:57AM · Permalink

I have tons of users with this problem.
Always BSOD 0x000000DF

It think it has something to do with windows updates too.
Whenever i do a system restore to the day before, everything works fine.
When windows starts installing the following updates, misery begins:

KB3161561
KB3164033
KB3161958
KB3161664
KB3161949
KB3159398
KB3164035

I'm now going to prohibit installation of these updates, see if that helps.
 

Kudos1 Stats

Re: Norton causing BSOD

Posted: 04-Jul-2016 | 2:24AM · Permalink

Still no valid solution !?!?!? It has been a week now and still nothing???
 

Can an Admin give us an update???

Kudos0

Re: Norton causing BSOD

Posted: 04-Jul-2016 | 3:03AM · Permalink

Hi, got the same problem (currently 2 out of ten pc´s). Waiting for response.

Kudos0

Re: Norton causing BSOD

Posted: 04-Jul-2016 | 5:52AM · Edited: 04-Jul-2016 | 6:16AM · Permalink

Hello. I believe that I am having this issue too. Around 20% of the computers from a total of 60 had at least one BSOD. Some are having many times per day.

Now I am trying turning off SONAR.

Kudos0

Re: Norton causing BSOD

Posted: 04-Jul-2016 | 6:21AM · Permalink

Hi same issue occurring on one windows 10 installed workstation in office - multiple BSODs per day, severely hindering daily business.

Help with this issue would be much appreciated, update on situation?

Kudos0

Re: Norton causing BSOD

Posted: 04-Jul-2016 | 6:50AM · Permalink

Hi, I have same problems on 5 machines on two different offices, where 22.7.0.76 is installed on Win7 and Win10 clients. BSOD 0x000000DF appears atmost once per hour. If I disable both the Auto-protect and the Smart Firewall, no more BSOD.

Kudos0

Re: Norton causing BSOD

Posted: 04-Jul-2016 | 7:00AM · Permalink

Same problem here... 2 of the 10 pc's have a BSOD around every hour.

Kudos0

Re: Norton causing BSOD

Posted: 04-Jul-2016 | 8:27AM · Permalink

Happy independence day!

I cant´t believe that. I´ve got the first computer with this issue a week ago and nothing happens.

Today another customer had the problem. When I deinstalled the Norton, the computer crashed after reboot and I had to repair it 3 hours. Who will pay that ? While I was sitting there, the evil update installed itself on two further computers in that office. I become a little bit angry  that this stupid update ist still delivered to our customers.

PLEASE STOP THAT!!!

Kudos0

Re: Norton causing BSOD

Posted: 04-Jul-2016 | 8:35AM · Permalink

I agree, I spent already more then a day trying to find workarounds for the computers having this problem..

This is unacceptable. Symantec please revert that breaking update !!

Kudos0

Re: Norton causing BSOD

Posted: 04-Jul-2016 | 8:50AM · Permalink

Allround-Computing:

I have tons of users with this problem.
Always BSOD 0x000000DF
It think it has something to do with windows updates too.
Whenever i do a system restore to the day before, everything works fine.
When windows starts installing the following updates, misery begins:
KB3161561 KB3164033 KB3161958 KB3161664 KB3161949 KB3159398 KB3164035
I'm now going to prohibit installation of these updates, see if that helps.

FWIW ~ I have all KB's listed on W8.1 with no BSOD as yet.  

Kudos0

Re: Norton causing BSOD

Posted: 04-Jul-2016 | 9:21AM · Permalink

Thanks.

On the next occurrence I will try to disable the “Heuristic Protection”.

Kudos1 Stats

Re: Norton causing BSOD

Posted: 04-Jul-2016 | 9:25AM · Permalink

Our office have 5 Windows 10 PC with Norton Internet Security. Only some had the crashing issue, from regular crashing to one off incidents. We appear to have fixed one PC that at times was crashing hourly using the Norton removal and reinstall tool. Another PC crashed again after using the Norton tool and the re-installation was repeated. No subsequent crashes seen, but your mileage may vary. Thanks for starting this thread - was going down the path of uninstalling Windows updates & rolling back PCs before finding it was a Norton issue.
Kudos2 Stats

Re: Norton causing BSOD

Posted: 04-Jul-2016 | 10:11AM · Permalink

Hi everyone,

Thank you for all the Memory Dumps & Logs. Our engineering team is investigating this issue as Hight Priority with all the inputs you provided.

For those who have reported it recently, I'll send a Private Message requesting Memory Dumps & Logs.

Mohanakrishnan G | Norton Forums Administrator | Symantec Corporation
Kudos0

Re: Norton causing BSOD

Posted: 04-Jul-2016 | 10:39AM · Permalink

Mohan_G, is there a palliative solution? I have 54 computers with Norton Internet Security in my company.

Kudos1 Stats

Re: Norton causing BSOD

Posted: 04-Jul-2016 | 2:24PM · Edited: 04-Jul-2016 | 2:26PM · Permalink

What a perfect support.. What a perfect company.. What the **** actually.. 24x7x365? I don't think so... But to pay..yes of course.. why? In order to have solid solution..support..no issues..etc.. I am sorry but could you please tell us : who is going to pay for the hours that we spent to wait for reboot.. Who is going to pay everyone that sent the pc to a company thinking about ram,hdd or whatever.. 6 days now and the only thing that you do is to ask for logs and send private messages... It is not a chat here.. we expect answers Official feedback from the vendor of buggy application... Finally...you loose customers..and for sure i will not pay again.. Let's see your reaction.........

Kudos0

Re: Norton causing BSOD

Posted: 04-Jul-2016 | 2:30PM · Permalink

I was wondering if in you pcs you have the same problems????????????????????? I assume the answer is yes...and you ask from us logs?????????? Unbelievable
Kudos0

Re: Norton causing BSOD

Posted: 04-Jul-2016 | 7:37PM · Permalink

I am having this problem also.  The BSOD never happens when I am using the computer or running some task.  If I leave the computer on and go do something else I come back to a machine that has rebooted.

Kudos0

Re: Norton causing BSOD

Posted: 04-Jul-2016 | 9:59PM · Permalink

We are not able to wait any longer and have begun migrating our norton installs too eset (attractive competitive cross  grade pricing if you ask) They have been very responsive to queries so far, everyone I have asked who has installed eset products already hav been very positive about its performance. A lot of work ahead but better than having loads of unprotected pcs or loads of unstable norton riddled pcs.

Im most disappointed in the lack of communication or acknowledgement that a serious problem exists from symantec. The requirement for logs and the like to be sent is annoying. The problem is widespread enough that you should be able to replicate the problem on your own test machines (im assuming thats a thing?) ,Our faulting machines have had the faulty software uninstalled so Im not reinstalling it to be part of some crappy beta program, Im not part of your software development team! 

Kudos0

Re: Norton causing BSOD

Posted: 05-Jul-2016 | 12:10AM · Permalink

Hello all.

Just like to share my experience - we have multiple NIS instalations ( updated to 22.7.0.76 ) at our customers, but only a few are experiencing BSOD. Most of them that are, are using mapped network drives. They were experiencing several BSOD's per day and things got a bit better after I updated network card drivers to latest, but the issue was not resolved completely as BSOD still happens, but not so frequent.

Was happy with the software so far, but am concidering switching to other solution also.

Kudos0

Re: Norton causing BSOD

Posted: 05-Jul-2016 | 12:15AM · Permalink

I disabled sonar and intelligent firewall. Hopefully this keeps the pc's stable. If not, I will be removing all Nortons and replace them with something else.

Kudos0

Re: Norton causing BSOD

Posted: 05-Jul-2016 | 12:16AM · Permalink

I have spoken with support and they told me that the solution is to uninstall and then reinstall norton . When reinstalling norton is the corrected update

Kudos1 Stats

Re: Norton causing BSOD

Posted: 05-Jul-2016 | 12:19AM · Permalink

Well, if that's the solution, why don't they put that on this thread ??

Kudos0

Re: Norton causing BSOD

Posted: 05-Jul-2016 | 12:25AM · Permalink

I dont know. I still have not had time to try.

Kudos0

Re: Norton causing BSOD

Posted: 05-Jul-2016 | 12:41AM · Edited: 05-Jul-2016 | 12:42AM · Permalink

with the "SONAR" solution I only get 1 BSOD per day... still better than the 6-7 I used to have...

Kudos0

Re: Norton causing BSOD

Posted: 05-Jul-2016 | 1:27AM · Permalink

We have multiple customers using NIS fighting with this problem. So it's a little bit frustrating to tell them "wait, wait and hope for a solution in the next hours, days, weeks, months, ... (?)"

Disabling the protection should be solution? REALLY???? So what's the original function of NIS? I thought it's protection of the system.....

Please Norton, don't force us to replace all the NIS installations at our customers by another product.

Kudos0

Re: Norton causing BSOD

Posted: 05-Jul-2016 | 1:58AM · Permalink

Sorry but that didn´t help for me tried it last week on 2 or 3 pcs, didn´t get better.

Kudos0

Re: Norton causing BSOD

Posted: 05-Jul-2016 | 2:09AM · Permalink

Hello,

Now Live Update on most machines asks to reboot to install new version.

Just done, but it still reinstalls 22.7.0.76 and doesn't fix any problem

Kudos0

Re: Norton causing BSOD

Posted: 05-Jul-2016 | 2:33AM · Permalink

After uninstalling and reinstalling just updated to version 22.6 and I have not had so far bsod.

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