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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: 05-Jul-2016 | 4:07AM · Permalink

Hi! Any news? Updated all NS, and restarted. It will be fine, or should I reinstall an oldel version?

Kudos0

Re: Norton causing BSOD

Posted: 05-Jul-2016 | 4:17AM · Permalink

you can try but to me it did not work me . Until I have not reinstalled I have not solved the problem

Kudos1 Stats

Re: Norton causing BSOD

Posted: 05-Jul-2016 | 4:49AM · Permalink

Any version prior to 22.7.0.x is UNSAFE due to security vulnerability documented at https://www.symantec.com/security_response/securityupdates/detail.jsp?fid=security_advisory&pvid=security_advisory&year=&suid=20160628_00

Reverting to 22.6 is a dangerous decision. The right answer is for Symantec to solve the BSOD problem.

Kudos1 Stats

Re: Norton causing BSOD

Posted: 05-Jul-2016 | 4:58AM · Permalink

Message to admins - experienced the same error (BSOD caused by worker impersonation thread) this morning, tried to upload log files as instructed in private message, received error that security permissions had expired on the provided username/password. Tried the other fix sent in email related to the sys file, unable to rename (says "You require permission from Administrators to make this change"). I am the administrator, I have tried to turn off tamper protection (it keeps turning itself back on even when I turn off permanently), so I can only assume this is yet another fun Norton roadblock. Sent private messages regarding these issues.

Kudos0

Re: Norton causing BSOD

Posted: 05-Jul-2016 | 6:14AM · Edited: 05-Jul-2016 | 6:19AM · Permalink

Good afternoon,

Norton Security caused the same BSOD problems in our office. We removed Norton completely with the Norton Removal Tool and installed an other virus scanner instead. After that no more BSODs...

Today we've chatted with support, they said the BSOD bug should be fixed after installing the new update. But after testing the new update on a PC, the test PC still crashed. So the new update didn't fix anything (for us).

We're very unsatisfied with Norton!

Regards,
Jelmer

PS: If you are thinking about uninstalling the Norton products too you MUST use the Norton Removal Tool, otherwise the BSODs can still occur due leftover Norton files. The tool can be downloaded via this Norton support page: https://support.norton.com/sp/en/us/home/current/solutions/v60392881_EndUserProfile_en_us

Kudos0

Re: Norton causing BSOD

Posted: 05-Jul-2016 | 6:49AM · Permalink

And I can confirm what Jelmer said - new update does NOT fix crashes. My computer crashed subsequent to updating this morning.

Kudos0

Re: Norton causing BSOD

Posted: 05-Jul-2016 | 6:58AM · Permalink

Is there any update on this issue?  I've got users that are getting irritated.

Kudos0

Re: Norton causing BSOD

Posted: 05-Jul-2016 | 6:59AM · Edited: 05-Jul-2016 | 7:10AM · Permalink

HI. Here in Brazil the support said to remove with the removal tool and to reinstall from the norton account website. Initially it was installed the version 22.6.0.142 but after 2 reboots after Live Update it went to 22.7 again, and it had another update with a mandatory reboot.

Now I am trying to confirm if it is stable but the graphical interface is not opening. I will try to reboot and see if it is better.

Kudos0

Re: Norton causing BSOD

Posted: 05-Jul-2016 | 7:06AM · Permalink

I have had numerous support tickets with Symantec over this issue and they have no clue and refuse to give me an answer. This is not acceptable and the lack of support and response is even worse.

I used the Norton Removal Tool and reinstalled the program and no issues for 24 hours and counting...

Kudos0

Re: Norton causing BSOD

Posted: 05-Jul-2016 | 7:21AM · Permalink

Well, now I've got another computer experiencing the Norton BSOD... Mine.  Just did the remove and reinstall trick, we'll see.

Kudos0

Re: Norton causing BSOD

Posted: 05-Jul-2016 | 7:45AM · Edited: 05-Jul-2016 | 7:45AM · Permalink

At least the support could confirm to us that a reinstall can make some difference.

Kudos1 Stats

Re: Norton causing BSOD

Posted: 05-Jul-2016 | 7:45AM · Permalink

Just a quick update to the issue that I had reported last week regarding one PC was experiencing BSOD a few times last week on Wednesday and Thursday (note: last Friday was a holiday in Hong Kong). The issue had not recurred so far since Monday. Not sure which one of the following caused the issue to go away until now, but we had tried: 1. Rolled back system configuration on last Wed to the day before; 2. Removed a potentially conflicting HP printer driver that had showed some error in Windows update; 3. Uninstalled Norton AntiVirus, then reinstalled Norton AntiVirus, and updated NAV until there was no more update.

Kudos0

Re: Norton causing BSOD

Posted: 05-Jul-2016 | 8:28AM · Permalink

I'm trying right now the remove/reinstall solution... I'll let you know tomorrow...

Kudos0

Re: Norton causing BSOD

Posted: 05-Jul-2016 | 8:50AM · Permalink

I am up to 8 of 22 machines so far getting BSOD. I doubt very much that a reinstall will help, based on the comments here. Only fix I can see so far is to uninstall - this works 100%.

I did have one computer where I updated all the drivers and that stopped it for a few days, but yesterday it crashed with same error again.

Symantec's lack of updates or communication regarding this is pretty poor. At this point, I guess I will have to look at getting refunds for all my subscriptions, I am sure that will be fun. I gave up on Symantec years ago when their products starting being major resource hogs. They fixed that, and I eventually went back. Been using it for a few years again now, but this might be the last straw.

Kudos0

Re: Norton causing BSOD

Posted: 05-Jul-2016 | 9:10AM · Permalink

I guess it's perhaps because I'm using Windows 7 Home Premium 32 bit with Norton Security with Backup = NS Premium at version .... .76 that I've no sign of these crashes. Or that I don't use Norton Toolbar or Identity Safe?

I only have Windows 64 bit on my tablet which is on 8.1 and also has NSwBU .... .76 and it is not crashing either.

BTW There's another update on Live Update today and it requires a Restart. I've just applied that.

Hugh
Kudos0

Re: Norton causing BSOD

Posted: 05-Jul-2016 | 9:33AM · Edited: 05-Jul-2016 | 9:40AM · Permalink

Jelmer:

Today we've chatted with support, they said the BSOD bug should be fixed after installing the new update. But after testing the new update on a PC, the test PC still crashed. So the new update didn't fix anything (for us).

According to Symantec employee Sunil_GA's post in the thread Norton Security 22.7 Full Scan Stuck, today's hot fix was released to fix one of the other v22.7 bugs listed in Tony Weiss' thread Norton 22.7 - Hot Issues and Fixes:

  • "System Scan continues to run for longer than expected / is stuck at "initializing" / CPU at 100% and scan freezes (thread)"

Kudos to bjm_ for sharing that information in the thread NS Product Update "today".
-----------
32-bit Vista Home Premium SP2 * Firefox v47.0.1 * NIS v22.7.0.76 * MBAM Premium v2.2.1

Kudos0

Re: Norton causing BSOD

Posted: 05-Jul-2016 | 11:42AM · Permalink

Just updating the 22.7.0.76 version with live update is not working here. I am trying to remove and reinstall. This process install the 22.6.0.142 version first, and then liveupdates to 22.7.0.76 version. Now I am waiting to see if it works. I did that on at leat 5 computers.

Kudos0

Re: Norton causing BSOD

Posted: 05-Jul-2016 | 1:40PM · Permalink

Hi, same problem here, I found this thread looking for a solution for this problem.

We have two notebooks with Norton Security that started giving BSOD and reboot from some days ago, and we never had a similar issue before.

Lenovo T430 with Windows 10 Pro 64bit, new OS installation.

Dell Latitude E6530,  Windows 10 Pro 64bit upgraded from Win7.

Dell machine has had up to 6 reboots in one day...

Please fix this bug asap.

Best regards, Juan

Kudos1 Stats

Re: Norton causing BSOD

Posted: 05-Jul-2016 | 1:45PM · Permalink

Hi everyone, just a quick update - our team is working to resolve this issue. We're still very happy to receive logs if you're able to send them to us. See our log creation instructions for details. Essentially we would need you to:

1) Start the logging
2) Let the issue replicate by itself on its own, don't try to trigger it our make something happen.
3) Stop the logging once you're able to get into your system again.
4) Send us the logs

Thanks.

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

Re: Norton causing BSOD

Posted: 05-Jul-2016 | 2:22PM · Permalink

We had a real mess with this problem too. There is a fix but it means rolling back to 21.6-21.7. It is listed here in a previous post from Microsoft's Community :

http://answers.microsoft.com/en-us/windows/forum/windows_7-performance/b...

Here's the fix procedure:

1) You have to roll back NIS to an earlier release that doesn't have this problem on Win 7. We just completed about 50 machines and it works (links below).
2) Use the Symantec NIS removal tool (link below) for the above, then reboot.
3) Install the last known "good" release of NIS that doesn't have this problem (21.6 -21.7) (link below)
4) IMPORTANT: DISABLE THE AUTOMATIC UPDATE and patch feature in NIS (or you will be right back with crashing machines and BSOD screens again).

RESOURCES:

Norton NIS removal tool:           https://www.symantec.com/nrt

Norton link to last known good release          https://www.norton.com/oldnis

Most recent NIS release (causes BSOD and crashes          https://www.norton.com/latestnis

I hope this helps people struggling with BSOD crashes.

What a nightmare!

-- Digital Throw Weight

Kudos0

Re: Norton causing BSOD

Posted: 05-Jul-2016 | 3:00PM · Permalink

Digital Throw Weight:

There is a fix but it means rolling back to 21.6-21.7...

I do not recommend this course of action. 

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

Re: Norton causing BSOD

Posted: 05-Jul-2016 | 3:00PM · Edited: 05-Jul-2016 | 3:02PM · Permalink

Digital Throw weight wrote -- " We had a real mess with this problem too. There is a fix but it means rolling back to 21.6-21.7. I "

This "Fix" is an invitation for other problems.  For your convenience, I repeat my earlier post --

Any version prior to 22.7.0.x is UNSAFE due to the unremediated security vulnerability documented at https://www.symantec.com/security_response/securityupdates/detail.jsp?fid=security_advisory&pvid=security_advisory&year=&suid=20160628_00

Kudos0

Re: Norton causing BSOD

Posted: 05-Jul-2016 | 4:43PM · Permalink

Well, thanks for the note, but IT WOULD BE NICE IF YOU WOULD JUST STOP PUSHING OUT THE UPDATE THAT BSOD's MACHINES.  I just got two more machines that are now "up to date" and crashing with BSODs.

Kudos0

Re: Norton causing BSOD

Posted: 05-Jul-2016 | 4:51PM · Permalink

Running eset on a good number of what were our problem machines now. This solution is far cheaper than the huge amount of time being sucked up on this BSOD issue (not to mention the very unprofessional look in front of clients when you explain there is still no fix apart from uninstalling)

Kudos0

Re: Norton causing BSOD

Posted: 05-Jul-2016 | 5:47PM · Permalink

Just wanted to add in my experiences as a local Technician in South Australia:

We have had 6 machines showing the same issue as stated by several of you in this thread.

Removing norton has not quite shown if the issue is resolved as yet. We need to test it for a longer period.

We have found it does not affect all PC's with norton 22.7.0. It must be certain configurations, but it does affect Win 7, Win 10 both home, pro, x86 and x64.

We have had to resort to running MS Security Essentials or Defender Win 10 in order to keep our customers machines running which is unacceptable to our customers and hurts our resale of the Norton product!

Please Symantec fix this issue!

Cheers. 

Kudos0

Re: Norton causing BSOD

Posted: 05-Jul-2016 | 6:43PM · Permalink

We have found it does not affect all PC's with norton 22.7.0. It must be certain configurations,

Which explains why logs are needed by Norton since even if they could reproduce it on their computers these are the ones that tested the release that caused the problem and what they need is the access to many different configurations.

As I said earlier my Windows 7 Home Premium 32 bit with IE11 and NSwBU/Premium but not using the tool bar or identity safe has not shown any of the major problems others report. No virtue on my part -- just the way the cookie crumbles.....

Hugh
Kudos0

Re: Norton causing BSOD

Posted: 05-Jul-2016 | 11:08PM · Permalink

More voodoo.  YMMV.  All Windows 7 Pro or Ultimate.  Dell 330's, 9010's, and 9020's.  All the computers are sharing a network drive(not my choice). NAV 22.6 unaffected on same network.  If NAV 22.7.0.76 has crashed it may continue to crash about every 60 minutes. So with the blue screen and logging back in my users(Standard accounts) have a dmp about 63-64 minutes apart.  The computer doesn't seem to crash unless it is being actively used. And on any computer that has BSOD'ed I cannot make any Settings change even when logged in as the computer's original Administrator. Well, they flip but they don't stick.  Can't even turn off the Special Offer Notification. Strangely, there is a Live Update waiting for the Administrator user when it logs in.  Running the Live Update doesn't help if the computer has crashed already.  The Settings problem makes me think this could be a permissions issue.

I'm really curious if anyone else has seen the same timing on the BSOD's. Or can change the Settings after it has happened.

I'm giving Norton one more 16 hour day.

Kudos0

Re: Norton causing BSOD

Posted: 05-Jul-2016 | 11:48PM · Permalink

Hello,

our customer had simmilar timing - arround an hour between BSOD's while actively working on computer with shared drive, but after I updated computer network drivers BSOD happend cca. once a day. Perhaps I also configured local network as trusted, not private as default.

Kudos0

Re: Norton causing BSOD

Posted: 06-Jul-2016 | 7:14AM · Permalink

This is ridiculous.  I have been seeing this BSOD everywhere.  Some customers are reporting, others just haven't yet as it may not be as frequent.  I was decommisioning an old XP server yesterday and the damn thing had norton on it and it BSOD while I was copying file over the network to their new server.  I mean what the hell is going on here?  My one client in the same building as me, ladies are coming over here every hour.  "Hey my computer restarted again, 3 times this morning, what can I do I keep losing work?"  This is unacceptable in any manner from any company.  We have always been Pro Norton (My boss anyway) and we use only Norton/Sep products on our clients machines, now it is biting me right in the ass.   Seriously I probably have 400 norton licenses out there.  If this is happening to all of them...I don't even want to think about it.

The XP machine was not on a domain, had 1 network drive, bsod with 0xdf

The machines in this building that it is happening to, are domain joined with network drives and are rebooting several times daily always the same 0xDF BSOD

Most of our accounts are Norton Premium, all the one's I've gotten reports of the BSOD from anyway (it's primarily what we buy in bulk)

Thank god I haven't had any reports of this happening on Sep yet.  Was it an update from Microsoft that caused this, or an update from Norton that caused this? Why hasn't the update been revoked!  It's been almost a week now since this started!!

Kudos0

Re: Norton causing BSOD

Posted: 06-Jul-2016 | 7:21AM · Permalink

Sadly, my solution for my BSOD boxes is to remove NAV and install a competitors AV software.  NAV has done a better job for my network than the other AV programs I've tried over the last few years, especially with blocking malware but I didn't have a choice.  I can deal with minor glitches and bugs but for a BSOD every hour on production boxes? ...Since June 28th?  I can't have that and I certainly can't justify "waiting for a fix" to my boss.

Kudos0

Re: Norton causing BSOD

Posted: 06-Jul-2016 | 9:00AM · Permalink

The BSOD seems to be happening exactly every 3 hours on our machines here.

Kudos0

Re: Norton causing BSOD

Posted: 06-Jul-2016 | 9:17AM · Permalink

We finally uninstalled Norton Security, and we will reinstall it when the bug is solved. We don't have reboots after uninstalling it.

Anyway, we like a lot Norton security solutions, I hope we can have a solution soon.

Best regards, Juan

Kudos0

Re: Norton causing BSOD

Posted: 06-Jul-2016 | 10:09AM · Permalink

Our first BSOD Norton was around the 23-24th, so we're almost at the 2 week mark with no fix in sight - AND THEY STILL SEEM TO BE PUSHING OUT THE BAD UPDATE TO MORE MACHINES KNOWING IT'S BAD.  This is ridiculous.

Kudos0

Re: Norton causing BSOD

Posted: 06-Jul-2016 | 10:10AM · Permalink

Now Norton Account website is out of order. Luckily I saved the installers when the license was bought.

Reinstalling and liveupdating appears to be resolving this issue. But I prefer to wait a few days to confirm it.

Kudos0

Re: Norton causing BSOD

Posted: 06-Jul-2016 | 11:08AM · Permalink

Perhaps Norton doesn´t exist anymore. The developers moved all to ESET or Kasparsky to name only a few...

Kudos0

Re: Norton causing BSOD

Posted: 06-Jul-2016 | 11:37AM · Permalink

Please solve this problem asap.   I am one person supporting a small business with Win 7 clients.   Blue Screens are causing a lot of lost productivity.

Kudos0

Re: Norton causing BSOD

Posted: 06-Jul-2016 | 11:56AM · Permalink

Does Norton have a fix for this issue yet? Very Frustrating......

Kudos1 Stats

Re: Norton causing BSOD

Posted: 06-Jul-2016 | 12:00PM · Permalink

This is ridiculous.  I have lost so much work.  I have a small business and this is making it impossible to be productive.  So far only my computer, but I use Norton on all of them.  My IT guy says that the bsod could be worse than just losing my work, and that it could corrupt my hard drive. I am about to uninstall Norton and use my ipad for my research.  This makes me so angry.  

Kudos0

Re: Norton causing BSOD

Posted: 06-Jul-2016 | 3:32PM · Permalink

Turn off Auto-Protect will stop the BSOD until a fix has been released, I know its "unsafe" but till they fix it....

Kudos0

Re: Norton causing BSOD

Posted: 06-Jul-2016 | 3:49PM · Permalink

I've been through this problem since saturday 25th june...it nearly drove me nuts! tried everything from hardware (changed memories, ran a memtest, changed processor, changed vga) but the bsod kept showing many times a day. About june 30rd I have change my ssd for another older (upgraded on january) that has kept operating system and all my software running until that date...no problems at all. On that disk I have an old Norton (360 i guess) that the subscription has ended. I finish all my work yesterday and then I decided to upgrade my Norton (bad decision). Downloaded from my account and run liveupdate...hours later the BSOD appear again! So definitely the problem was Norton Security (27.0.7.76). I figured it out yesterday so I started to search about Norton causing bsod and find A LOT of threads on fórums...This is ridiculous after 2 weeks no patch, no upgrade or downgrade, no solutions... I plan to remove Norton Security from my desktops until they find a solution or search for another internet security software...

Kudos0

Re: Norton causing BSOD

Posted: 06-Jul-2016 | 3:58PM · Edited: 06-Jul-2016 | 4:00PM · Permalink

Now I'm trying that solution (turn off auto-protect, Smart firewall and sonar)  ... lets see

Kudos0

Re: Norton causing BSOD

Posted: 06-Jul-2016 | 6:23PM · Edited: 06-Jul-2016 | 6:24PM · Permalink

Any new updates on this?  I have a small business that this is pretty much crippling.  Luckily it hasn't screwed with their server yet.  He said one or two PC's had received Norton updates today and he hasn't had them crash yet, so I guess I'll keep my fingers crossed.  My PC I am typing this on is wanting to restart due to a Norton update right now and I'm afraid to do it.

Kudos0

Re: Norton causing BSOD

Posted: 06-Jul-2016 | 7:49PM · Permalink

Just got back from uninstalling on all pcs at another small 10 user site where more than half the pcs were badly affected and the rest hadn't yet upgraded to 22.7.76. Temporarily running ms security essentials then back in to install eset endpoints next week. Screw you Symantec this is majorly disruptive!

Kudos0

Re: Norton causing BSOD

Posted: 07-Jul-2016 | 2:41AM · Permalink

Same Problem here. Everyday more PCs have this Problem.  Problem starts at 28.6. and no Bugfix...

Kudos0

Re: Norton causing BSOD

Posted: 07-Jul-2016 | 3:18AM · Permalink

Still no update on this...?

I get complaints from too many customers with this problem.
Since there seems to be no fix for this, goodbye norton, welcome mse.

Kudos0

Re: Norton causing BSOD

Posted: 07-Jul-2016 | 5:10AM · Permalink

10 days for me... I can't believe it... still no solution...?!?!?!

Kudos0

Re: Norton causing BSOD

Posted: 07-Jul-2016 | 5:47AM · Permalink

Uninstalling and using something else is not an option for me.  We simply have too many using it.  Come on Norton, what is the problem here?!?  Give us an update or something!

Kudos0

Re: Norton causing BSOD

Posted: 07-Jul-2016 | 6:30AM · Permalink

I would also love to know why I can't login to my norton account for past 2 weeks!?!?@?#$%^><$MWJK>FD

Kudos0

Re: Norton causing BSOD

Posted: 07-Jul-2016 | 6:31AM · Permalink

At least 3 machines that Norton was reinstalled from version 22.6 and then updated to 22.7 are all having BSOD again. One of them had 2 times today in just one hour interval.

And for the others, I realized that if I don´t press the LiveUpdate button, they stay in 22.6.0.142. I don´t know the natural frequency of live update refresh, but is less than a day. The same occurs if you use the update and reinstall tool or download again form Norton Account website.

Do anyone know why?

Kudos1 Stats

Re: Norton causing BSOD

Posted: 07-Jul-2016 | 6:37AM · Permalink

I gave up. Unsubscribing from this thread and I have started to replace NIS with Kaspersky on affected machines. 100% cure. Not really a cost effective option with outstanding paid subscriptions, but I can't afford the downtime any more.

This must be affecting a small subset of users and Symantec is not dedicating many resources to it. In any case, the lack of any feedback after all this time is disconcerting.

Now I will have to start trying to get my unused subscription fees back. Good luck to those who are stuck.

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