• All Community
    • All Community
    • Forums
    • Ideas
    • Blogs
Advanced

Not what you are looking for? Ask the experts!

This forum thread needs a solution.
Kudos0

Norton Security Causing x299 Chipset Motherboards to Crash

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

Labels: Windows 10

Replies

Kudos0

Re: Norton Security Causing x299 Chipset Motherboards to Crash

njsind Give support a chat and ask them if there is something we are aware of here on the forums concerning your issue. The i9 processors are new as are the AMD Ryzen CPU's and could be presenting issues with Norton due to the architecture they use.

Cheers

Retired military (Navy 1980-2002) AO1 (AW) Aviation Warfare Specialist "From DOS to Windows10 what a journey it has been" / MS Certified Professional / Windows 10 Professional x 64 version 1809 / build 17763.437 / NCSP 22.17.0.183 / Norton Core v.282 on Android 1.93
Kudos0

Re: 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. 

Sunil_GA | Norton Forums Administrator | Symantec Corporation
Kudos0

Re: Norton Security Causing x299 Chipset Motherboards to Crash

These are the latest dump files since I enabled the full memory dump.  It has crashed 4 times already today, I finally uninstalled Norton Security to get it to stop crashing.  I couldn't even stay online long enough with out uninstalling it to report these logs.  Most of the time it gives me the stop code "WHEA_UNCORRECTABLE_ERROR".  I have had two different x299 motherboards in this computer since this problem started and it did the same with both.  With Norton Security it crashed, and with it uninstalled it didn't and everything worked fine.

Kudos0

Re: Norton Security Causing x299 Chipset Motherboards to Crash

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? 

Sunil_GA | Norton Forums Administrator | Symantec Corporation
Kudos0

Re: Norton Security Causing x299 Chipset Motherboards to Crash

WHEA errors are usually hardware errors. Did you carry over the RAM or CPU from the other motherboard?

Kudos0

Re: Norton Security Causing x299 Chipset Motherboards to Crash

No CPU was new, and I tested the RAM with no errors.  My computer kept crashing every 2 or 3 minutes with Norton Security installed, and i uninstalled it and it has not crashed in over 24 hours.  Everything works fine without it.

Kudos0

Re: Norton Security Causing x299 Chipset Motherboards to Crash

Same issue here.

Installed a new Asus Prime X299 Deluxe with i9 7900x and new RAM. Windows 7 Pro crashes instantly after the "Welcome" screen unless I uninstall Norton Security - which is not easy from Safe Boot, because the uninstall window is garbled and unintelligible.

Kudos0

Re: Norton Security Causing x299 Chipset Motherboards to Crash

After I removed Norton Security in Windows Safe Mode, my computer has not crashed in over 2 days.  So I feel it has to be Norton Security causing my crashes.

Kudos0

Re: Norton Security Causing x299 Chipset Motherboards to Crash

Hello @ll,

Minidumps have been attached as requested.

Kudos0

Re: Norton Security Causing x299 Chipset Motherboards to Crash

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?

Kudos0

Re: Norton Security Causing x299 Chipset Motherboards to Crash

Screenshot uploaded

Kudos0

Re: Norton Security Causing x299 Chipset Motherboards to Crash

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

Kudos0

Re: Norton Security Causing x299 Chipset Motherboards to Crash

Just thought I'd offer my 2 cents and I'm having the -same- exact issue. I have a Gigabyte x299 Gaming 9 Mobo and i7x-7820 with brand new everything to go with it. Before NIS can even finish installing I get a massive stop error on the machine, which sends it to a reboot, at which point the machine says the windows installation is corrupt and cannot be repaired or recovered. I've tried 3 times, all with the same result so I'm stuck using Windows Defender (yay!) until the techs can fix/resolve the issue.

I'm running Win10 when I'm having this issue. Sadly I don't have any log files of this problem, but I did attach my dxdiag and systeminfo files if that helps with anything.

File Attachment: 
Kudos0

Re: Norton Security Causing x299 Chipset Motherboards to Crash

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.

Kudos0

Re: Norton Security Causing x299 Chipset Motherboards to Crash

I'm beginning to wonder if it has something to do with the 7820x processor.  Almost everybody having problems have the 7820x.  I had the 7800x and it did not crash with Norton security, just the 7820x.  I wonder if it has something to do with the Turbo Boost 3 app?  I read on another site that people are having bluescreen crashes with this same processor and some of Adobe Photoshop software.  I wonder if there could be a flaw in the design of this model?  I have not had one crash since I uninstalled Norton Security.

Kudos0

Re: Norton Security Causing x299 Chipset Motherboards to Crash

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).

Kudos1 Stats

Re: Norton Security Causing x299 Chipset Motherboards to Crash

Thanks for reporting in Norton Community Forums, @Insane. Our team looking into this issue and will update once we get more details. Please let us know if you could provide full memory dumps with crash reproduced. I will send instructions for enabling Full memory dumps. 

Sunil_GA | Norton Forums Administrator | Symantec Corporation
Kudos0

Re: Norton Security Causing x299 Chipset Motherboards to Crash

@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. 

Kudos0

Re: Norton Security Causing x299 Chipset Motherboards to Crash

I have the same problem. ASUS ROG Strix x299-E Gaming MB with Intel i7-7820. Machine is working great until I try to install Norton Internet Security. Then I get a BSOD WHEA error. I then installed via safe mode, which seemed to work. Unfortunately, now I get the BSOD WHEA error every time I boot. I then boot to safe mode, uninstall, and viola everything works fine. Something in this software is not liking this chipset/processor.

Kudos0

Re: Norton Security Causing x299 Chipset Motherboards to Crash

Hello Sunil

More messages for you.

Thanks.

@Sunil_GA

Success always occurs in private and failure in full view. Windows 7 Pro 64 bit NSBU 22.17.0.183 Core Firmware 282 I E 11 Chrome latest version.
Kudos0

Re: Norton Security Causing x299 Chipset Motherboards to Crash

Possibly Hyperthread issue with Intel processors and Intel X299 chipset. Try to turn off Hyperthread in BIOS and test if Norton Security will not crash on any X299 chipset based motherboard and Intel processors. I think there is known bug with Hyperthread feature.

Fortunately, I do not have any Intel X299 chipset motherboards yet. I have old Intel Z87 chipset motherboard (Asus Maximus VI Extreme) and Intel Corel i7 4470K processor.

Kudos0

Re: Norton Security Causing x299 Chipset Motherboards to Crash

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.

Kudos0

Re: Norton Security Causing x299 Chipset Motherboards to Crash

Hi @Anthony J Bartlett & @JamesBowles,

Thanks for reporting in Norton Community Forums. I have sent you a private message requesting full memory dumps with steps to upload them to forum thread. Please check it when you get a chance. 

Sunil_GA | Norton Forums Administrator | Symantec Corporation
Kudos0

Re: Norton Security Causing x299 Chipset Motherboards to Crash

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

Retired military (Navy 1980-2002) AO1 (AW) Aviation Warfare Specialist "From DOS to Windows10 what a journey it has been" / MS Certified Professional / Windows 10 Professional x 64 version 1809 / build 17763.437 / NCSP 22.17.0.183 / Norton Core v.282 on Android 1.93
Kudos0

Re: Norton Security Causing x299 Chipset Motherboards to Crash

Thanks all for your suggestions.  I disabled HT in the BIOS and it did not solve the problem.  This is a relatively new build, but I have run stress tests and memory tests which all passed.   I have the latest BIOS, drivers, etc.  The only thing causing BSOD's so far is the install of Norton Internet Security, which crashes at the same place every time.  I get no other crashes with other programs, and no random issues.

I created a Memory.dmp file you requested. but it's too large (compressed) to upload.  Here's what I did to get it.

1. Enabled Memory.DMP logging per your message.
2. Attempted install of Norton Internet Security.
3. Computer crashes as soon as the program starts to run.
4. Rebooted to safe mode, copied DMP file to other folder.
5. Rebooted to regular mode, canceled install of Norton Internet Security.

Hopefully this sheds some light on the issue.  Thanks again.

Kudos0

Re: Norton Security Causing x299 Chipset Motherboards to Crash

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.

Kudos0

Re: Norton Security Causing x299 Chipset Motherboards to Crash

Thanks for trying. I was able to get @Sunil_GA my memory dump via google drive, so hopefully he will be able to offer a solution.
Kudos0

Re: Norton Security Causing x299 Chipset Motherboards to Crash

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).

Kudos0

Re: Norton Security Causing x299 Chipset Motherboards to Crash

Further update...  I was able to install a basic version of Norton from a disc which was successful and worked. I was able to log into my account, downloaded loads of updates and all was well....  However, when it got to the update when Norton installed a patch this is when all the trouble started. It crashed as soon as it tried to patch Norton. This then caused a total failure of the system and continued to crash every time the system rebooted. In the end, the only way to resolve this was to reboot in safe mode and do a system restore to the last restore point. Lucky enough I created this just before I installed Norton. Hopefully this information will help the Norton find a solution.!!!

Kudos0

Re: Norton Security Causing x299 Chipset Motherboards to Crash

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.

Kudos0

Re: Norton Security Causing x299 Chipset Motherboards to Crash

Chris 1234:

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.

I would ask you for the error parameters which appear on the BSoD (and I would try to get them decoded by Intel) but microsoft has replaced the details of the BSoD with a "sad face" in windows 10.

Kudos0

Re: Norton Security Causing x299 Chipset Motherboards to Crash

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

Windows 10 Home X 64 Norton Security Premium Current
Kudos0

Re: Norton Security Causing x299 Chipset Motherboards to Crash

F 4 E:
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

A nice program works great. Except when the nature of the BSoD prevents writing to the hard drive. Then there is no dump and all you have to go on is the BSoD type (no parameters) and a sad face. (on windows 8.x, 10)

Kudos1 Stats

Re: Norton Security Causing x299 Chipset Motherboards to Crash

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

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!

Kudos0

Re: Norton Security Causing x299 Chipset Motherboards to Crash

All of these problems sure sound very similar. I now have X299 machine up and running, and have not seen one issue except for the install of Norton Internet security, which like everyone else causes instantaneous BSOD. I was able to send a memory dump file. I have not heard anything back yet. Hopefully this will tell them something.

Kudos0

Re: Norton Security Causing x299 Chipset Motherboards to Crash

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

Sunil_GA | Norton Forums Administrator | Symantec Corporation
Kudos1 Stats

Re: Norton Security Causing x299 Chipset Motherboards to Crash

Thank you deafmetal. I updated my ASUS ROG X299-E to BIOS 0802 (released 9/15), and installed all Windows 10 updates. I was able to then install Norton Internet Security successfully. So far so good.

Kudos0

Re: Norton Security Causing x299 Chipset Motherboards to Crash

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.

Kudos0

Re: Norton Security Causing x299 Chipset Motherboards to Crash

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!

Kudos0

Re: Norton Security Causing x299 Chipset Motherboards to Crash

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?

Kudos0

Re: Norton Security Causing x299 Chipset Motherboards to Crash

You people that are getting it to install, are you talking about the 9/8/2017 update for the turbo boost 3.0 as the "microprocessor update"? Also have you disabled hyperthreading in the bios or is it working with HT enabled?
Kudos1 Stats

Re: Norton Security Causing x299 Chipset Motherboards to Crash

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.

Kudos0

Re: Norton Security Causing x299 Chipset Motherboards to Crash

Ah okay. I have the Gigabyte Gaming 9 and tried it with the newest bios as of last month to no avail. I'll see if they released a newer version. Thanks.
Kudos0

Re: Norton Security Causing x299 Chipset Motherboards to Crash

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

Kudos0

Re: Norton Security Causing x299 Chipset Motherboards to Crash

Hello, As an update, after a bios update Norton installed without crashing. The downside is the machine has become unstable and blue screens with the same error ever since Norton was installed
Kudos0

Re: Norton Security Causing x299 Chipset Motherboards to Crash

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

Kudos0

Re: Norton Security Causing x299 Chipset Motherboards to Crash

Anyone have meaningful updates on this issue yet? I'm kind of surprised Symantec hasn't just built a test machine to create and fix the problem on..being a paying customer who can't use the program isn't real great

Kudos0

Re: Norton Security Causing x299 Chipset Motherboards to Crash

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?

Kudos0

Re: Norton Security Causing x299 Chipset Motherboards to Crash

My offer to analyze minidumps kerneldumps and fulldumps from BSoDs still stands (privacy concerns should be less for minidumps).

This program http://www.nirsoft.net/utils/blue_screen_view.html, would allow you to post some details of your most recent BSoDs.

Kudos0

Re: Norton Security Causing x299 Chipset Motherboards to Crash

Anthony, which BIOS are you using? I think I have the same MB as you, and Norton has been running like a champ since I installed the bios released on 9/15...

This thread is closed from further comment. Please visit the forum to start a new thread.