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Kudos0

Norton Security Blue screen from background tasks

So, as the title states, when Norton Security runs its tasks in the background, my machine suffers a blue screen crash...

Things I've tried so far:

-Disabling link power management in Intel RST

-Making sure hard disks never turn off

-Making sure computer never sleeps

-Disabling tasks that run in background of Norton Security

-Uninstalling Norton Security... ... ...

I can not find anything online related to my issue. I am certain Norton Security is causing my problem, as the computer functions fine when I'm actually using it. If I leave for say 20 minutes or more and come back, Windows tells me that the computer has recovered from an error. I never watch netflix on this machine, however, I did the other night, found that during the program I was viewing (about 20 minutes in) I saw the bsod happen... As well, all tasks can be performed if I activate them. If Norton activates in the background, BSOD.

I've uninstalled Norton for the time being. I've only used Norton products probably in the last decade, and need a solution to this problem.

I'm sure I need to provide more information on this, but I'd rather someone ask me for something specific because I'd rather not type pages of irrelevant information.

Thank you

Replies

Kudos0

Re: Norton Security Blue screen from background tasks

We need more information from the BSOD, such as the specific file or driver that caused the BSOD.

You can view the BSOD dumps using Nirsoft's Bluescreen View from here.  http://www.nirsoft.net/utils/blue_screen_view.html (link is external) Then you can post screenshots here for help in diagnosing them. Instructions to post screenshots can be found here
https://community.norton.com/forums/how-post-image-forums-0

This viewer will be able to find past BSOD dumps.

Things happen. Export/Backup your Norton Password Manager data.
Kudos0

Re: Norton Security Blue screen from background tasks

I'll just post the dump files, there's more than one screen available in that dump viewer...

These are 4 of the most recent crashes.

Thank you for your help thus far. I tried installing some windows software development software to try to view the dump files which didn't work so well (didn't tell me much). That blue screen viewer was much more informative and much less time consuming...

I should also add, I uninstalled norton completely last night and have been nervously using my computer online since, it's been on for nearly 24 hours without a crash now. Would always crash if I left it idle for any time over 20 mins...

Thanks

File Attachment: 
Kudos0

Re: Norton Security Blue screen from background tasks

To possibly save some back and forth here, I've run memtest86 with no errors.

Major components in machine are:

Gigabyte GA-Z170X-UD5 "F4" BIOS

i7-6700k

16GB Gskill Ram that can be found on the approved list for the motherboard

Samsung 850 evo SSD (windows and norton installed here)

thank you for your continued support in this matter

Kudos0

Re: Norton Security Blue screen from background tasks

The dump files are only useful for support people with the tools and knowhow to read them. Can you run the BlueScreen view program and post screenshots?

Things happen. Export/Backup your Norton Password Manager data.
Kudos0

Re: Norton Security Blue screen from background tasks

Maybe I just don't understand, but, that's why I posted the dump files. The bluescreen viewer is looking at those dump files, there was a lot of information on the screen and I thought this would be a better solution. What should I be posting a screenshot of? Thanks

Kudos0

Re: Norton Security Blue screen from background tasks

The viewer program reads the dmp files created on your computer. Not everyone has that utility installed, but they may have the knowledge to help if they can see the screenshots from the program.

The screenshot you provided is what we are looking for.

From what I can see here, the drivers that caused the BSODs are hal.dll and ntoskrnl.exe. These are Windows files, and I see no indication of Norton being involved.

It would be worth checking your Windows installation.

Click on Start and type CMD in the search box. Right click on cmd.exe and click on Run as Administrator. Type 'sfc /scannow' without the quotes. This will check your Windows installation and try to correct any errors it finds.
 

One other screenshot you might provide. From the same screen you showed, click on the top line on the top window where there is a ntoskrnl.exe file noted.

Things happen. Export/Backup your Norton Password Manager data.
Kudos0

Re: Norton Security Blue screen from background tasks

So, one thing I didn't mention this is on Windows 7. Not sure if you knew that or not or if it makes any difference...

Screenshot you requested.

Thank you

Kudos0

Re: Norton Security Blue screen from background tasks

You seem to be getting a lot of BSODs listing hal.dll as the faulting module. This seems to indicate some hardware issue.

Why does it show up when Norton is installed?  It could be that Norton stresses some hardware on your system.

Have you checked Device manager to see if you have any devices with exclamation marks? Check your graphics drivers are up to date. They can cause issues with Norton.

If it is a hardware issue, I will leave it to others that better understand the dump information to try to help.

Things happen. Export/Backup your Norton Password Manager data.
Kudos0

Re: Norton Security Blue screen from background tasks

There are no unknown devices in device manager

Graphics drivers...? My monitor is off when the crash happens but, ok, Nvidia 359.06, they're probably dated a month or so ago. It's an MSI 970GTX.

So, I appreciate your help and concern for my problem thus far, however, this is the point where you begin to lose me... This is a brand new machine, built about 2 months ago. Used daily for gaming. I find it exceedingly hard to believe that Norton pushes a piece of bad hardware over the edge that something else run on this machine wouldn't do as well. Especially after running memtest with no issues. I've had Norton uninstalled for what, 3 or 4 days now, no crashes at all whatsoever. Granted, I haven't purchased other software that runs in the background like Norton does, but I was hoping to avoid that by asking for help...

How do you put it off as a hardware issue if I can run all Norton tasks manually, but when left to its own devices it crashes? If it was a hardware issue, the second I tell it to do a task that causes a crash, it should crash. This is the point where I come here for someone who knows how the software was written to tell me what is different about Norton initiating the task from me initiating the task...

Kudos0

Re: Norton Security Blue screen from background tasks

Just to be clear. The Blue Screen views you posted were with Norton installed?

In those screenshots, there are no Norton files listed near the top of the list of running processes, or noted in the cause of the crash. As I said, I will leave it to others that have more knowledge of the crashes.

You might look for the Windows Scheduler to see if there are any other items scheduled to run at the 20 minute of idle time.

Also have a look at the Windows Event Viewer to see if there is any more information there on what might have been happening with your system at the time of the BSOD.

FWIW. I Googled 'hall.dll BSOD' and found one thread that went on for 3 months to find that there was a faulty CPU causing the BSOD after playing a game for 30 minutes. Even a new computer can have a faulty hardware item. Unfortunately it can be a nightmare trying to diagnose this.

Things happen. Export/Backup your Norton Password Manager data.
Kudos0

Re: Norton Security Blue screen from background tasks

No, this is with Norton uninstalled. Does it have to be installed? I appreciate that this looks like a hardware problem. I'm a logical thinker. Can you explain to me why this would only be an issue when Norton runs a scheduled task as opposed to me initiating the task? Like, if this were a car with a remote starter and you told me that you can start the car fine while sitting in it turning the key but if you use the remote the lights flash and the horn goes off, obviously there's something wrong with the remote starter... Because I'm saying, Norton functioned fine if I ran the tasks. Thank you.
Kudos0

Re: Norton Security Blue screen from background tasks

If you have the BSODs after Norton was uninstalled, it rules out Norton as a cause. How could Norton be involved if it is not there.

This still goes back to a hardware issue. Maybe you are having cooling issues. If you do a lot of gaming, that can stress the hardware and cause over heating.

It could also be a memory issue. Try running a Memtest scan.  http://www.memtest86.com/

Things happen. Export/Backup your Norton Password Manager data.
Kudos0

Re: Norton Security Blue screen from background tasks

There was some misunderstanding here. The screenshots were taken after Norton was uninstalled, the crashes happened while it was installed. And obviously if I had Norton uninstalled and I still got crashes that would point to something else... If you read a few posts up you'll see I've run memtest86 already... Can you explain the logic question I asked? Thanks.

Kudos2 Stats

Re: Norton Security Blue screen from background tasks

Phoenix365:

Major components in machine are:
    Gigabyte GA-Z170X-UD5 "F4" BIOS
    i7-6700k
   16GB Gskill Ram that can be found on the approved list for the motherboard
   Samsung 850 evo SSD (windows and norton installed here)...

So, one thing I didn't mention this is on Windows 7...

Graphics drivers...? My monitor is off when the crash happens but, ok, Nvidia 359.06, they're probably dated a month or so ago. It's an MSI 970GTX.

Hi Phoenix365:

You might find some helpful information in bahadir's thread BSOD on Norton AntiVirus Security.  This user was also seeing BSOD's pointing to hal.dll (the Hardware Abstraction Layer) and his hardware components were similar to yours (NVIDIA Geforce GTX 6600, Gigabyte GX170 Gaming 5 motherboard (Z170), Intel I7-6700K, 16GB RAM on Windows 7 SP1).

According to bahadir, his BSODs were eventually traced back to the Gigabyte gdrv.sys driver that is used by multiple Gigabyte utilities such as Fast Boot, EasyTune, Smart Backup, etc.  I posted some comments in that thread speculating why Norton background tasks might trigger a crash, but unfortunately he never posted back with the exact steps he took to resolve his problem.

Zanfib's thread Blue Screen of Death When Scanning (i.e., Win 7 BSODs during Norton scans with a Gigabyte Z97 motherboard) might also help point you in the right direction.
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32-bit Vista Home Premium SP2 * Firefox v44.0 * NIS (2014) v21.7.0.11 * MBAM Premium v2.2.0

Kudos0

Re: Norton Security Blue screen from background tasks

Now we're talking.

I do have that gigabyte crap installed. Not even using it as I found if you overclock with it the software has to load every boot to do it, whereas if you overclock in bios it's done in bios at startup... Should uninstall it and see if that makes a difference. I don't have it loading on startup though, which is curious.

Couple other curious things, I did post my full dump files at the beginning of this. As well, I thought I was talking to Norton tech support... I thought this forum was so that tech support wouldn't have to troubleshoot the same error over and over again...

I'll try a couple more things then possibly contact live chat and see how far I can get there... I wanted to avoid that as well as that's quite time consuming.

Whatever my resolution to this is, I promise to post it here, however unfortunate it may be.

Thank you.

edit: I remember why I had that gigabyte stuff installed, it's easier to update bios through that utility as opposed to directly through bios... Will still uninstall and see if that makes a difference.

Kudos0

Re: Norton Security Blue screen from background tasks

Couple other curious things, I did post my full dump files at the beginning of this. As well, I thought I was talking to Norton tech support... I thought this forum was so that tech support wouldn't have to troubleshoot the same error over and over again...

 If you are referring to thinking this forum was Norton Tech support, it is a peer to peer Norton Support. Most posters here are just users like you who volunteer our time to try to help other users from our experience with Norton products. Norton employees do follow the forums and the Gurus have additional contact with Norton if something needs their attention.

I look forward to hearing how you get on with removing the MB utilities.

Things happen. Export/Backup your Norton Password Manager data.
Kudos1 Stats

Re: Norton Security Blue screen from background tasks

Hi Phoenix365:

I did a bit of searching and other antivirus programs can trigger similar BSODs on computers with Gigabyte drivers.  From the November 2015 ESET support article Blue screen error (BSOD) on systems with ASUS/Gigabyte motherboards with chipsets H87/Z87 and H97/Z97:

"AI Suite (ASUS) and APP Center (Gigabyte) applications use drivers that create memory-mapped I/O to access hardware ports in a non-standard way. If the memory is subsequently read by another process utilizing a Windows API function (for example, during a memory scan by ESET), it may have unpredictable results on the system and the system may crash...ESET is working closely with ASUS and Gigabyte to make sure this issue get resolved as quickly as possible."

This support article specifically mentions the Z87 and Z97 chipsets but I wouldn't be surprised if drivers used by the Gigabyte applications that came with your Z170 motherboard have a similar issue.

The original thread in the ESET user forum where this issue was first reported is titled ESET Smart Security causing false 0x00000124 BSODs?.  I didn't read the entire thread but it includes a few suggestions for temporary workarounds (e.g., uninstall the Gigabyte APP Center) that stopped the BSODs for some users. 
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32-bit Vista Home Premium SP2 * Firefox v44.0.1 * NIS (2014) v21.7.0.11 * MBAM Premium v2.2.0

Kudos0

Re: Norton Security Blue screen from background tasks

So, Norton is re-installed, all gigabyte programs are out. Going to give it a few days before I say it's fixed or not. However, I really think this could be the issue... I didn't install the gigabyte stuff right away, it was a little while after I built the machine and things were stable and I was happy with the cooling solution I had going before I started playing around with overclocking. Seems to be about the same time the crashes started happening (checking blue screen viewer...). 

I will report back to say solved or not.

Thank you!

Kudos0

Re: Norton Security Blue screen from background tasks

Hi, Phoenix. Overclocking can cause a few problems. and probably not really worth any * performance gains *.

It can also make a system unstable. Personally,  I've never felt the need to do it. Just my 2cents.

Windows 10 Home X 64 Norton Security Premium Current
Kudos0

Re: Norton Security Blue screen from background tasks

Hi Phoenix385:

One other thing you could do while you're waiting is to scroll through the lower pane of each of your BlueScreenView minidump reports and see if gdrv.sys or any other Gigabyte driver was loaded into memory during any of your crashes.  I can't tell because the BlueScreenView screenshots you posted don't show all the loaded drivers.

This might be a bit off-topic, but one thing I did notice in both of your screenshots is that a driver named mcupdate.dll was loaded at the time of your BSODs. Do you have a McAfee security program running in real-time along with Norton?  Having more than one security program installed on the same computer can also cause system instabilities - see the Norton support article Should you run more than one security product on your computer?.  Even if you uninstalled McAfee from your system before installing Norton, there might be orphaned files and registry entries that could still conflict with Norton and it would be advisable to run the McAfee Consumer Products Removal tool (MCPR.exe) as instructed at http://service.mcafee.com/faqdocument.aspx?id=TS101331 to remove the last traces of McAfee from your system.  Note that McAfee recommends that you uninstall their product from the Control Panel first and re-boot before running the MCPR tool.  This might not solve your BSODs but it's always recommended that you completely wipe any antivirus software off your system using the manufacturer's removal tool before installing new AV software.  ESET maintains links to removal tools for many popular AV brands <here> for this purpose.
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32-bit Vista Home Premium SP2 * Firefox v44.0.1 * NIS (2014) v21.7.0.11 * MBAM Premium v2.2.0

Kudos1 Stats

Re: Norton Security Blue screen from background tasks

I too looked at the mcupdate.dll. In the first screenshot it is followed by Genuineintel. This file is also associated with Media Center update.

Things happen. Export/Backup your Norton Password Manager data.
Kudos0

Re: Norton Security Blue screen from background tasks

Hi everybody, Pretty sure that mcupdate.dll is media center related. No McAfee product has ever been on this machine. I will look to see if that system file was loaded. My dump files are at the top of this thread if anyone is interested. Thanks.
Kudos0

Re: Norton Security Blue screen from background tasks

Phoenix365:
My dump files are at the top of this thread if anyone is interested. Thanks.

Hi Phoenix365:

As peterweb stated earlier, it's not a lack of interest.  This is a Norton forum and most users here don't have the tools or formal training to interpret full dump files - especially if a Norton driver is not clearly flagged as the faulting module in the Windows minidump.

When I posted in bahadir's thread BSOD on Norton AntiVirus Security I advised him to post his full dump files and perfmon report in bleepingcomputer's Windows Crashes, BSOD, and Hangs Help and Support board for a thorough analysis as instructed <here>, or to contact Norton Customer Support at www.norton.com/chat and try to get his ticket escalated to Norton's 2nd level Tech Support.  You might want to give one of those routes a shot if a Norton employee doesn't jump into this thread to offer assistance.
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32-bit Vista Home Premium SP2 * Firefox v44.0.1 * NIS (2014) v21.7.0.11 * MBAM Premium v2.2.0

Accepted Solution
Kudos3 Stats

Re: Norton Security Blue screen from background tasks

I'm setup to debug mini-dumps, sorry I didn't see your post until today.

As already mentioned, every one of those crashes point to "EasyTuneEngine"

Microsoft (R) Windows Debugger Version 6.12.0002.633 AMD64
Copyright (c) Microsoft Corporation. All rights reserved.


Loading Dump File [C:\Users\Dave\Desktop\New folder\020416-6536-01.dmp]
Mini Kernel Dump File: Only registers and stack trace are available

Symbol search path is: srv*E:\symbols*http://msdl.microsoft.com/download/symbols
Executable search path is:
Windows 7 Kernel Version 7601 (Service Pack 1) MP (8 procs) Free x64
Product: WinNt, suite: TerminalServer SingleUserTS Personal
Built by: 7601.19110.amd64fre.win7sp1_gdr.151230-0600
Machine Name:
Kernel base = 0xfffff800`02e0e000 PsLoadedModuleList = 0xfffff800`03055730
Debug session time: Thu Feb  4 17:33:29.674 2016 (UTC - 8:00)
System Uptime: 0 days 0:21:37.376
Loading Kernel Symbols
...............................................................
................................................................
.........................................
Loading User Symbols
Loading unloaded module list
.......
*******************************************************************************
*                                                                             *
*                        Bugcheck Analysis                                    *
*                                                                             *
*******************************************************************************

Use !analyze -v to get detailed debugging information.

BugCheck 124, {0, fffffa800ec8a028, bf800000, 200401}

Probably caused by : hardware

Followup: MachineOwner
---------

2: kd> !analyze -v
*******************************************************************************
*                                                                             *
*                        Bugcheck Analysis                                    *
*                                                                             *
*******************************************************************************

WHEA_UNCORRECTABLE_ERROR (124)
A fatal hardware error has occurred. Parameter 1 identifies the type of error
source that reported the error. Parameter 2 holds the address of the
WHEA_ERROR_RECORD structure that describes the error conditon.
Arguments:
Arg1: 0000000000000000, Machine Check Exception
Arg2: fffffa800ec8a028, Address of the WHEA_ERROR_RECORD structure.
Arg3: 00000000bf800000, High order 32-bits of the MCi_STATUS value.
Arg4: 0000000000200401, Low order 32-bits of the MCi_STATUS value.

Debugging Details:
------------------


BUGCHECK_STR:  0x124_GenuineIntel

CUSTOMER_CRASH_COUNT:  1

DEFAULT_BUCKET_ID:  VISTA_DRIVER_FAULT

PROCESS_NAME:  EasyTuneEngine

CURRENT_IRQL:  f

STACK_TEXT: 
fffff880`0357ab58 00000000`00000000 : 00000000`00000000 00000000`00000000 00000000`00000000 00000000`00000000 : nt!KeBugCheckEx


STACK_COMMAND:  kb

FOLLOWUP_NAME:  MachineOwner

MODULE_NAME: hardware

IMAGE_NAME:  hardware

DEBUG_FLR_IMAGE_TIMESTAMP:  0

FAILURE_BUCKET_ID:  X64_0x124_GenuineIntel_PROCESSOR_MAE

BUCKET_ID:  X64_0x124_GenuineIntel_PROCESSOR_MAE

Followup: MachineOwner

Dave 

Kudos0

Re: Norton Security Blue screen from background tasks

That is amazing! Thank you for confirming that. All seems good so far, Norton hasn't had a chance to run all tasks in the background yet, but I will confirm for sure when it does. From what you've got there it certainly looks like easytune was the problem.

As well, imacri, I never thought anything along the lines of a lack of interest. That bluescreen viewer utility doesn't need to be installed, it just gets extracted and run from a folder, so, not a large burden (in my opinion) for someone to download and use on their own machine. If one were to download the dump files I posted and look at them with the bluescreen viewer would that not yield all the answers one would need all at once? I mean, instead of me posting a screenshot, someone asking for a different screenshot, posting that one, etc, so on and so forth... That's what I was thinking there. Seems to have worked out in the end so, that's good. Just wanted to clarify.

Kudos1 Stats

Re: Norton Security Blue screen from background tasks

Do you have the unlocked K chip for the obvious reason?

I got the 3770k, 16GB quality RAM, but always use Asus boards.  Asus has a similar tool that makes it real easy to "software" overclock but unless I use the conservative settings I end up getting nothing but errors.  For me I get blue screens in the gigabyte Lan driver.

However, using the settings given by the tool and then using them in the BIOS seem to work much better and I get get a higher clock speed with no blue screens.

But I was just messing around, my system is fast enough at stock speeds and I just use the CPU as a non-K.

Dave

Kudos0

Re: Norton Security Blue screen from background tasks

Phoenix365:

That is amazing! Thank you for confirming that. All seems good so far, Norton hasn't had a chance to run all tasks in the background yet, but I will confirm for sure when it does. From what you've got there it certainly looks like easytune was the problem...

If one were to download the dump files I posted and look at them with the bluescreen viewer would that not yield all the answers one would need all at once?

Hi Phoenix365:

I was able to load your minidump files into BlueScreenView but for some reason the Company column was blank.  I'm not familiar with the names of common Gigabyte drivers but I took a second look and it does appear that the Gigabyte gdrv.sys driver was loaded when those four BSODs occurred (see image below).  However, there's nothing in the BlueScreenView GUI that conclusively proves that gdrv.sys is a candidate driver for the crashes.

Unfortunately, my home 32-bit Vista machine doesn't have the WinDbg utility that comes with the Windows Debugging Tools for Win 7 and higher (see the Microsoft TechNet blog Analyzing a Crash Dump, aka BSOD) and I doubt I have the technical expertise to analyse the output, so cheers to Guru DaveH for stepping in and helping.
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32-bit Vista Home Premium SP2 * Firefox v44.0.1 * NIS (2014) v21.7.0.11 * MBAM Premium v2.2.0

Kudos2 Stats

Re: Norton Security Blue screen from background tasks

I don't have anything against blue screen view, but this example shows why it really can't do anything except show what the error screen said.

The most common blue screens for windows are ntoskrnl.exe and hal.dll.

Windows ntoskrnl stands for "Windows NT Operating System Kernel" (basically the main OS file) and hal.dll is the "Hardware Abstraction Layer". (basically the main file for hardware and drivers).

So when you see those crash it's basically telling you the operating system crashed, or the hardware or a driver crashed.  So that's not going to give you much information because you already know either have a hardware or software problem.  There is actually nothing wrong with those files, even if they "caused" the crash it's always something else that caused them to crash, because Windows really does work very well and it's the software's and hardware's responsibility to work without crashing windows if it wants to support that operating system.

And that's the problem with programs like blue screen view, they do not have the ability to trace back the actual error.  In order to do that you need to have proprietary information (Symbols).  These symbols are available to any end user but a company like Nirsoft most likely either can't distribute them or it would cost too much money to be licensed to use them.

Symbols are "blueprints and roadmaps" of Windows files, Microsoft makes Symbol files for almost every windows file and they have information about all the variables a file uses, the associated files it may "call", memory addresses in use, sections of the actual code in use and all kinds of other information.  (Including names and companies that made the file).

I think a lot of other companies especially drivers have to provide symbols in order to get certified windows approval or compatibility.

But the symbols are free and readily accessible to end users through the Microsoft symbol server that windbg can be connected to.

And it's actually very easy to do, if anyone is interested I'll post some instructions when I get a chance.

It also works fine on Vista as far as I know.  I'm not sure about XP, I used to have it setup on XP but I don't know if MS makes that available anymore.

Dave

Kudos0

Re: Norton Security Blue screen from background tasks

Hi Dave

I would love to find out how to get the output you posted above for this thread.

Things happen. Export/Backup your Norton Password Manager data.
Kudos3 Stats

Re: Norton Security Blue screen from background tasks

Ok, here is how to install and setup windbg (Windows Debugger).

For Visa and windows 7 you need this download here:

https://www.microsoft.com/en-us/download/confirmation.aspx?id=8279

For Windows 10 you need the SDK "Software Development Kit" from here

https://dev.windows.com/en-us/downloads/windows-10-sdk

Those files are for the downloader, you don't need to download the entire SDK because it's huge. When you start the installer it will give you a menu of software and you can uncheck everything except Windbg (It may be called windows debugger).  Windbg is only about 45MB installed, it's very quick to install by itself.

After you install it you need to create a temp folder somewhere to hold the Symbol files in use.  I made a folder on my E drive called Symbols just to keep it off my main SSD drive.  My folder location is E:\Symbols.

Open windbg for the first time and go to: File >Symbol File path.

I entered this line:

srv*E:\symbols*http://msdl.microsoft.com/download/symbols

Change the part between the asterisks to the path to your symbol file but leave the asterisks where they are. Click OK and then close windbg, when it asks if you want to save the workspace click yes so it can save the symbol settings.

Now open windbg again and go to: File >Load crash dump.  Browse to and locate a minidump and select it.  It will ask if you want to save the information in the workspace, click NO. (yes would be for reloading the same dump file each time, something you wouldn't need to do unless your a developer).

You will see windbg doing some things here and then stop.  Depending on the symbol files it needs and how fast your internet connection is and how busy the server is it could take anywhere from a few seconds to a minute or so.  Usually it takes just a few seconds for me.

It will display half of the output above and then stop at the line:                                                      Use !analyze -v to get detailed debugging information.

So type that in: !analyze -v (just like that) and then wait a few seconds and it will output the rest of the debugging.  An odd thing about copying the information, left click and highlight everything and then just right click.  Everything automatically goes into the clipboard.  If you try it you'll see what I mean, the behavior is a little odd without even seeing a right click menu.

The help file will show a lot of other commands besides !analyze -v but they will not be very helpful for what we are doing, they are mostly for developers who have the files source code and can make changes to work out the bugs.

You won't find any symbol files for Norton products so if your debugging a crash caused by Norton files you will get an error about "symbol file not found" but go ahead and continue because it may still find the responsible file.

When your done you get another prompt to save the workspace, click no and exit since the symbol file path and server is already saved.

I have been using windbg for close to 20 years and the one thing I never figured out is how to clear the workspace and load another dump file.  Not that I even bother to try anymore, I simply close the program and re-open it.

It's not going to be 100% accurate.  If it's a "hard lockup" blue screen enough information will not be saved to the crash dump.  So if you get a windows file as the cause of the crash dump (like ntoskrnl) just assume it was a fatal crash and move on to some other dump files, sooner or later you usually find a dump file with more information.

I won't tell you how many dozens and dozens of systems I have fixed by analyzing dump files but lets just say that it's enough to have windbg installed on every system I own.

Best of luck,

Dave

Kudos0

Re: Norton Security Blue screen from background tasks

Dave, that is awesome.

Before I came here I downloaded and installed windbg, and looked at the result, which basically said it needs symbols 30 times down the screen, and then that was it. Didn't know where to get these "symbols" from, and thought this was a little over my head to begin with anyway so I abandoned that and sought help here. That's a great tutorial you've got there, thank you!

Kudos0

Re: Norton Security Blue screen from background tasks

Awesome tutorial Dave. The quick searching I did on it gave nothing like this. As Phoenix365 says, it looked way over my head.

Now I know just enough to be dangerous.  

Things happen. Export/Backup your Norton Password Manager data.
Kudos0

Re: Norton Security Blue screen from background tasks

LOL, hope it works for you.

There really isn't much documentation, I remember it taking me a very long time to figure out simple things like how to set it up for the online symbol server and how to get the program to even save that information.

When it first came out they didn't have a symbol server and you had to install the multi-GB packages for each version of windows your trying to debug, that was a mess.

But with the online symbol server you can analyze crash dumps on any supported version of windows and it does not matter what you happen to be using, you can have 32bit XP and debug files from 64 bit windows 7, 8, or 10.

Dave

Kudos0

Re: Norton Security Blue screen from background tasks

So, looks like the Gigabyte easytune software and Norton don't get along... I've had easytune uninstalled for over a week now and there haven't been any Norton related crashes.

So, maybe this problem needs an actual patch solution? I'm personally fine not having easytune installed, but maybe others won't be...

Thanks again for all the help

Kudos0

Re: Norton Security Blue screen from background tasks

I should be patched but it's not a Norton problem.  The problem is entirely with EasyTune and it's bad practice to try to work around problems with other software.

Just because you may have triggered some of the crashes by running scans or other Norton tasks does not make it a Norton problem, EasyTune was making the system unstable in the first place.  That's also the reason why ntoskrnl and hall.dll were mentioned in BlueScreen view, there is noting wrong with windows either, and having these files in the crash report does not mean they are any part of the problem.

I don't remember if I saw a file version or creation date but now that you know what the problem is you may want to try a newer version of EasyTune if available.

Dave

Kudos0

Re: Norton Security Blue screen from background tasks

Dave, I have to disagree with you here.

First, both pieces of software in question (Norton and EasyTune) both run fine on their own, I've proven this. Second, everything runs fine if I initiate any Norton task. When Norton runs a task in the background, and only when Norton runs a task in the background, BSOD. I've asked this before, and I'll ask it again, can anyone explain that logic to me? Please? So, it's quite arguable that it is a Norton problem. That's like saying the dynamite exploding is not the fault of the blasting cap... What is Norton doing to cause the crash? Is it a problem that is easily worked around?

Another analogy, if you will:            Me  - You  -   Another guy - Cliff

If I push you into the other guy, and he falls off the cliff and dies, by your logic it's your fault that he fell and died...

Again, I'm saying, I'm fine with not having EasyTune installed, however, someone else may not be, they may not even realize that this is what's causing the problem.

I also disagree with your point that it's bad practice to work around problems with other software and would point to video card drivers as a reference. They essentially make tweaks to their drivers customized to nearly every major game that is released to make it run better...

Anyway, I would have been able to leave this alone had you left it at, yes, Norton should be patched.

I just disagree with the logic...

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