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Kudos0

Norton Security with Backup Stopped Working

OS: Windows 8.1 Pro with Media Center (x64)
Norton Product: Norton Security with Backup


Several days ago I installed the latest nVidia GPU driver update onto my Windows 8.1 system; something I have done countless times before but this time something went horribly wrong: Norton stopped working and in fact it's exact error code instructions directed me to run the Norton Removal Tool, Update the GPU Drivers, and Reinstall Norton. I tried that and it didn't work. I tried it again and rolled back to the previous GPU drivers and it still didn't work.

After about ~3 restarts, Norton Security with Backup just stops launching on startup. I checked the event log and when it runs it says the NBSU Service is Starting and then the NBSU Service has started. When it stops working, two follow up events appear: NBSU Service is Stopping and NBSU Service has Stopped. Otherwise, the event viewer shows the exact same events at each restart whether it's working or not.

I've done clean boot, safe mode, and pretty much everything under the sun. I don't know if it's this new Norton update that was recently released or not. I've run "sfc /scannow" and "dism /online /cleanup-image /restorehealth" to no avail. I have run Check Disk on every drive and about to do it on the OS drive and even memtest86.

For all intents and purposes, Norton just stopped working and a long with it a few strange behaviors with drivers (I had to reinstall the WiFi driver because of a TCP/IP thing that's apparently rather common; Paragon's Block Storage Driver had registry corruption).

Now I am at the "nuclear option." I am in the process of downloading the Windows 8.1 Update ISO from Microsoft and about to do some fancy work to slipstream the ProWMC key in so I can run an unattended in-place repair reinstall because to me it sounds like something in Windows just decided to go horribly wrong and the original triggering driver update was what shattered the glass.

However, I wanted to reach out and see if anyone else in the Norton community has experienced this recently before I proverbially drop a nuclear bomb on my Windows installation.

Norton Security with Backup: Windows 10 Pro Insider Preview (Fast Ring) 64bit // Windows 10 Pro 64bit (Parallels Desktop for Mac) // Windows 10 Pro 64bit // Windows 10 Pro 64bit

Replies

Kudos1 Stats

Re: Norton Security with Backup Stopped Working

Hi Guardian Hope, 

An issue with Windows 8.1 is the Fast Startup feature. If this is enabled, the computer never gets fully shutdown, which is needed by Norton and other programs as well, to get fully updated, and work properly.

Should you want to give it a try, here is how to disable this feature:

http://www.eightforums.com/tutorials/6320-fast-startup-turn-off-windows-8-a.html

Let us know how things go.

Windows 7 HP SP1 32-bit | Chrome 65.0.3325.146 | NS 22.12.1.15
Kudos0

Re: Norton Security with Backup Stopped Working

 
Rainbow_2:

Hi Guardian Hope, 

An issue with Windows 8.1 is the Fast Startup feature. If this is enabled, the computer never gets fully shutdown, which is needed by Norton and other programs as well, to get fully updated, and work properly.

Should you want to give it a try, here is how to disable this feature:

http://www.eightforums.com/tutorials/6320-fast-startup-turn-off-windows-8-a.html

Let us know how things go.

Unfortunately, Windows 8.1's fast startup has been a feature I had disabled since day 1 because it interferes with too many things.

I am letting chkdsk scan the main drive but I doubt it will find anything. Nothing changed until the GPU driver upgrade which was subsequently removed with Display Driver Uninstaller (it makes sure all components of it are removed - it's used pretty widely to ensure just that if an update gets botched or you bought a new GPU) and reinstalled the old one.

Yet, the problem remains. It'll be a few hours before I start creating the media to in-place repair install Windows 8.1 if you have any other suggestions.

Like I said, Norton's error code points it to uninstall with the NRT, update (or downgrade) GPU drivers, and reinstall which I have done more times than I would want to admit.

However, that doesn't work because after about 3 restarts (very predictable) the NBSU Service just stops immediately after starting with no reason given. It's like a normal service shutdown except it can't be restarted: I have done it manually and it repeats the same pattern instantaneously - even in clean boot mode and safe mode.

Norton Security with Backup: Windows 10 Pro Insider Preview (Fast Ring) 64bit // Windows 10 Pro 64bit (Parallels Desktop for Mac) // Windows 10 Pro 64bit // Windows 10 Pro 64bit
Kudos1 Stats

Re: Norton Security with Backup Stopped Working

Guardian Hope:
Yet, the problem remains. It'll be a few hours before I start creating the media to in-place repair install Windows 8.1 if you have any other suggestions.

 I'm sorry I don't but perhaps more knowlegeable users will chime in and offer helpful advices.

Like I said, Norton's error code points it to uninstall with the NRT, update (or downgrade) GPU drivers, and reinstall which I have done more times than I would want to admit.

Out of curiosity, could you tell us which is the error code given by Norton?

Thanks.

Windows 7 HP SP1 32-bit | Chrome 65.0.3325.146 | NS 22.12.1.15
Kudos0

Re: Norton Security with Backup Stopped Working

Rainbow_2:
Guardian Hope:
Yet, the problem remains. It'll be a few hours before I start creating the media to in-place repair install Windows 8.1 if you have any other suggestions.

 I'm sorry I don't but perhaps more knowlegeable users will chime in and offer helpful advices.

Like I said, Norton's error code points it to uninstall with the NRT, update (or downgrade) GPU drivers, and reinstall which I have done more times than I would want to admit.

Out of curiosity, could you tell us which is the error code given by Norton?

Thanks.

Exact Error Code 8504,104: https://support.norton.com/sp/en/us/home/current/solutions/v62545568_End...

Norton Security with Backup: Windows 10 Pro Insider Preview (Fast Ring) 64bit // Windows 10 Pro 64bit (Parallels Desktop for Mac) // Windows 10 Pro 64bit // Windows 10 Pro 64bit
Kudos0

Re: Norton Security with Backup Stopped Working

Well... the proverbial nuclear option was a bust. Norton still presents with that error after a predictable number of restarts. Considering I didn't have this computer for most of April while its PSU was upgraded and a liquid cooling system was installed my guess is something with Norton's new version: 22.2.0.31 as that's the only software and/or driver that has changed.

According to the even log this appears to be the series of events that occurs which results in Norton stopping:

  • NBSU Service is Starting
  • NVNetworkService Started
  • NBSU Started
  • NVStreamSvc Started
  • NBSU Service is Stopping
  • NBSU Service has Stopped
  • NVStreamSvc - SSAS and NSS already have consistent certificates [0]

Yet removing the nVidia services by driver uninstall or disabling the services doesn't magically make Norton work either.

Norton Security with Backup: Windows 10 Pro Insider Preview (Fast Ring) 64bit // Windows 10 Pro 64bit (Parallels Desktop for Mac) // Windows 10 Pro 64bit // Windows 10 Pro 64bit
Kudos1 Stats

Re: Norton Security with Backup Stopped Working

Hi, Guardian Hope. Unless I've missed something, have you done a complete shut down of Windows 8 as opposed to hibernate/sleep, which is required for Norton to correctly update ?

http://windows.microsoft.com/en-AU/windows-8/how-shut-down-turn-off-pc

Also an in situ reinstall of Norton using the Remove and Reinstall Tool will give you a clean version, so that can be eliminated as a cause of your issue.  http://www.norton.com/nrnr

If used, please read the Before you begin note and run Live Update until no more are found. Rebooting again after all this will also help.

Windows 10 Home X 64 Norton Security Premium Latest Version
Accepted Solution
Kudos0

Re: Norton Security with Backup Stopped Working

I've actually done everything including repair reinstall Windows (install Windows on top of Windows using the "Upgrade" option) with the latest media refresh from MSDN.

I finally reached out to Norton and after a multi-hour phone call with 'Level 2/Case Manager' and remote control the issue has been resolved.

The funny thing is: know one seems to actually know how it was resolved. Just that it was fixed after the newly repaired Windows installed 50 something updates related to .NET Framework (3.5, 4, etc.).

No one also knows why the issue occurred in the first place as there were no software changes so I shouldn't have had to repair reinstall.

Maybe it was the combination of the repair reinstall and the updates to but the issue has been resolved with no idea how and now idea why it occurred.

Norton Security with Backup: Windows 10 Pro Insider Preview (Fast Ring) 64bit // Windows 10 Pro 64bit (Parallels Desktop for Mac) // Windows 10 Pro 64bit // Windows 10 Pro 64bit
Kudos0

Re: Norton Security with Backup Stopped Working

Hi Guardian Hope,

Whatever did it, I'm glad it's fixed!

All the best.

Windows 7 HP SP1 32-bit | Chrome 65.0.3325.146 | NS 22.12.1.15

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