Norton Security Causing x299 Chipset Motherboards to Crash

Hi @njsind,

Thanks for reporting an issue in Norton Community Forums. Could you please help us with full memory dumps for further investigation? I have sent you a private message with instructions for full memory dumps. 

Thanks for the memory dumps provided, @njsind. Could you please confirm Norton Security version number that you tried installing? Also, have you tried Safe Mode with Networking? 

Found a kernel memory dump too. I had more crashes after that timestamp, but the dump file was never updated again - not sure what happened here?

I am also getting the same issue...  Asus X299-E gaming motherboard.  I7820X process. Constant blue screen crashes when the Norton launch window tries to install Norton. I raised it in the forums heading  "System service exception when installing Norton ". Seems we have the same issue.

Problem signature:
  Problem Event Name: BlueScreen
  OS Version: 6.1.7601.2.1.0.768.3
  Locale ID: 2057

Additional information about the problem:
  BCCode: 1000007e
  BCP1: FFFFFFFFC000001D
  BCP2: FFFFF880018323FF
  BCP3: FFFFF8800392B2E8
  BCP4: FFFFF8800392AB50
  OS Version: 6_1_7601
  Service Pack: 1_0
  Product: 768_1

Files that help describe the problem:
  C:\Windows\Minidump\090317-20124-01.dmp
  C:\Users\Tony's\AppData\Local\Temp\WER-34273-0.sysdata.xml

Read our privacy statement online:
  http://go.microsoft.com/fwlink/?linkid=104288&clcid=0x0409 (link is external)

If the online privacy statement is not available, please read our privacy statement offline:
  C:\Windows\system32\en-US\erofflps.txt
Problem signature:
  Problem Event Name: BlueScreen
  OS Version: 6.1.7601.2.1.0.768.3
  Locale ID: 2057

Additional information about the problem:
  BCCode: 1000007e
  BCP1: FFFFFFFFC000001D
  BCP2: FFFFF880018323FF
  BCP3: FFFFF8800392B2E8
  BCP4: FFFFF8800392AB50
  OS Version: 6_1_7601
  Service Pack: 1_0
  Product: 768_1

Files that help describe the problem:
  C:\Windows\Minidump\090317-20124-01.dmp
  C:\Users\Tony's\AppData\Local\Temp\WER-34273-0.sysdata.xml

Read our privacy statement online:
  http://go.microsoft.com/fwlink/?linkid=104288&clcid=0x0409 (link is external)

If the online privacy statement is not available, please read our privacy statement offline:
  C:\Windows\system32\en-US\erofflps.txt

Thanks Insane.  The more of us that bring this issue up the quicker we get a fix for it.  Good luck with you new rig.

Anthony J Bartlett:

Additional information about the problem:
  BCCode: 1000007e
  BCP1: FFFFFFFFC000001D

I have some insight for you. I've decoded a bit of info from your report.

A thread running in kernel mode thread (a driver, likely a Norton driver in this case) threw an unhandled exception. The exception was "ILLEGAL_INSTRUCTION" which means that an assembly instruction was executed that was not valid in the current context (or not valid at all).

Has Intel suddenly obsoleted a commonly used CPU instruction? If I had the mini-dump I would check which CPU instruction it was, but memory dumps could contain private information that was stored, no surprise, in memory -- so I can't reasonably expect you to post a memory dump in public (or to a stranger / non official).

@Sunil_GA I would like to help out more, but any logs I had are long gone as every time in the past that I have tried to install NIS ends up with me being forced to format and completely reinstall windows. I'm not sure if I want to go through all of that hassle again now that my system is running any and all other apps without any stability issues. I do hope that the problem can be fixed soon, perhaps the Symantec techs can try installing it on an i7x-7820 machine of their own and watch the results. 

Hello Sunil

More messages for you.

Thanks.

@Sunil_GA

I had the same M/B and processor before Daniel, never had a problem with it....  But this new build.!!!   Everything works fine on the rig and all functions are excellent, except when I try and install Norton. As I said, I installed Norton from a disc I had and managed to log into my account. All worked well even when downloading live updates. The problem only starting occurring when it tried to apply a patch. Then BSOD constantly. Safe mode and system restore to the last saved point and all was well in the world again.

James WHEA errors are ALWAYS hardware related. Checking "C" states in the BIOS and voltages are a couple of issues I researched. https://rog.asus.com/forum/showthread.php?82305-How-to-Disable-C-State-for-CPU-in-BIOS

However per Microsoft BCCode: 1000007e IS related to video, drivers or hardware. https://answers.microsoft.com/en-us/windows/forum/all/blue-screen-error-bccode-1000007e/ff146387-f208-4d01-9a28-2a8f0876a6c4?auth=1

Not sure at all how Norton being removed makes these issues disappear but as a troubleshooter in the military and since I have always started from the inside out vice the other way.

Cheers

Thanks, James Bowles.

I will not get any X299 motherboards with Intel Core i9 (X) processors until Symantec can fix major bug with Norton Security and certain processors/chipsets. It must be compatibility issue with certain processors and chipsets. Unfortunately, I do not have any solutions for you at this time.

SoulAsylum:

James WHEA errors are ALWAYS hardware related.

That was my original thought, but I have seen exceptions to this rule.

Checking "C" states in the BIOS and voltages are a couple of issues I researched. https://rog.asus.com/forum/showthread.php?82305-How-to-Disable-C-State-for-CPU-in-BIOS

However per Microsoft BCCode: 1000007e IS related to video, drivers or hardware. a_link

Narrowed the problem down to software or hardware... and ruled out _?

Not sure at all how Norton being removed makes these issues disappear but as a troubleshooter in the military and since I have always started from the inside out vice the other way.

Cheers

FYI:
0x1000007E = SYSTEM_THREAD_EXCEPTION_NOT_HANDLED_M
0xC000001D = ILLEGAL_INSTRUCTION

Since we don't have the dump file available and the complete log was not posted we cannot see which driver (in a system thread) threw the exception. But since removing Norton cleared up the error it was either a Norton driver or a non-Norton driver that behaves differently with Norton installed. We can see which exception was thrown 0xC000001D (ILLEGAL_INSTRUCTION).

A CPU instruction executed by a kernel mode driver threw an exception 0xC000001D (ILLEGAL_INSTRUCTION) which means that an assembly (CPU) instruction was executed that was not valid in the current context (or not valid at all).

I have been experiencing the same issue.

With an x299 board and the i7-7820x, it blue screens with the WHEA code on installation and after installing it.  It was almost a clean install of Windows 10.

njsind:

I have installed two different motherboards and I get Bluescreen in Windows 10 the minute I install Norton Security.  I had a Gigabyte x299 gaming 9 and then installed Norton Security and it started bluescreening almost instantly.  I removed Norton and it quit.  I decided to try a different x299 motherboard, so I tried the Asus x299 prime deluxe.  And it did not crash or bluescreen once until I installed the latest version of Norton Security, and then It bluescreened 3 times in less than half a hour.  I again uninstalled Norton and it quit crashing.  What is causing this with the x299 motherboard chipsets?  I posted on Tenforums.com and they said all my crashes was caused my Norton Security.  What is causing these bluescreens, and what is the solution to this problem?  I have used Norton products for several years and never had a problem like this.  Any help would be appreciated.

Thanks

Who needs Microsoft ? Try this program.  http://www.nirsoft.net/utils/blue_screen_view.html

@njsind

I had the same problem until updating Windows 10 to the latest:

• 2017-09 Cumulative Update for Windows 10 Version 1703 for x64-based Systems (KB4038788)

Just took a chance and installed Norton and it worked fine.  I had also updated my ASUS RAMPAGE VI APEX BIOS to 0802 today prior to Norton install as well.

Good luck!

Hi @JamesBowles, Out team looking into this issue and will update once we get more details on the same. 

Hi,

I also have the exact same problem.

Brand new Alienware Area 51, X299 board with the i7-7820x cpu.

All was fine until tried to install Norton Security : BSOD's all over the place.

ps: i also have the latest "2017-09 Cumulative Update for Windows 10 Version 1703 for x64-based Systems (KB4038788)" installed, but it makes no difference on my machine.

danielcg:

This must be microcode patch for Intel Core-X processors! ASUS BIOS 802 for ASUS X299 chipset based motherboards contain microcode update for Intel Core X processors so this microcode patch must have fixed crash problem with Norton Security!

Therefore, maybe I will get ASUS Rampage VI Extreme motherboard in October or November or December!

" microcode patches" are a nice thing. They can be applied to the processor at boot time every time by the bios, but an OS can apply them early in the boot process. They can never brick a processor because they are applied entirely in memory and only last until the processor is powered off (and are reapplied again by the OS or bios next boot). Due to this they are always safe.

Anyone have the errata for this CPU?

Hi Insane, I’m using this BIOS with hyperthreading enabled released 9/15 for my board: ROG STRIX X299-E GAMING BIOS 0802 1.Fixed SanDisk M.2 device issue. 2.Fixed PLEXTOR device issue. 3.Update Intel X-series CPU (6-core and above) microcode. 4.Improved DRAM / system compatibility. 5.Improved secure erase function. 6.Improved Q-Fan function. 7.Improved system performance. 8.Improve PCH PCIe SSD Performance.

Hello @ll,

FWIW, upgraded to the 0802 BIOS and no change - still bluescreen the instant that the AV service is started, still with the same faulting module and error code as posted above. Asus Prime X299 Deluxe with i9 7900x

Anyone want to post the lightweight details of their BSoDs with: http://www.nirsoft.net/utils/blue_screen_view.html?

I have not heard a thing yet.  Don't want to install another anti virus program as I have always used Norton to protect my computers but the way things are going I might have too..???  Having to use crappy windows defender at present.!!!  Norton team have you got any ideas yet?