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Kudos0

Norton stops programs from running

Suddenly, without any warning some of my frequently used programs have stopped running. They are Internet Explorer (Chrome, Firefox and Safari run fine), Outlook 2010, Word 2010 (Excel 2010 runs fine) and Acrobat Reader XI. There may be others, but these are the ones I noticed.

The errors are consistent and are '[program name] has stopped working' which is displayed when you try to run one of the above programs. When you then click on View problem details, they are all APPCRASH errors, the Fault Module Name: StackHash_4c0d and the Exception Code: 80000003 with the Exception Offset: 002b0692. I am running Windows 7 Professional 64bit.

Having spent many hours troubleshooting, I finally uninstalled Norton Internet Security (the same symptoms occur with Norton 360) and the problem went away. As soon as I reinstalled either of those two Norton programs, the problem returned.

I contacted Norton Technical Support and unfortunately got nowhere. I eventually asked for a Level 2 technician and was told that I would get a call back within 24 hours. After 48 hours, I contacted them again and was told exactly the same thing. I contacted them a third time a couple of days ago and was told the identical story, that I would be called back within 24 hours. It has now been almost a week and nobody has called back.

I would be very grateful if someone could help me.

Replies

Kudos0

Re: Norton stops programs from running

Do you think this issue is related to v22.5.4.24 update

Kudos0

Re: Norton stops programs from running

It is possible, but I would have to 'turn it off' to find out. How do I do that?

Kudos0

Re: Norton stops programs from running

Um, right click tray Icon.....see Disable ______.
choose 15min and remember to Enable asap.
Maybe, try Firewall Reset.

Kudos0

Re: Norton stops programs from running

Thank you for your prompt advice.

I disabled the Smart Firewall but it did not help. I then disabled Auto-protect but that didn't help either, nor did Firewall Reset..

Kudos0

Re: Norton stops programs from running

I've read a few similar reports.   Lets see if Monday brings some interest.
Um, have you recently installed Windows Updates.
Please advise Norton service + version number.
Thanks

Kudos0

Re: Norton stops programs from running

I had no clue what was causing it until I read this thread but I have the same problem with IE and adobe reader.

For me, Firefox and Chrome are still working.

Good luck to us!  Hope a solution is found!  :-)

Problem signature:
  Problem Event Name:    APPCRASH
  Application Name:    IEXPLORE.EXE
  Application Version:    11.0.9600.18015
  Application Timestamp:    55cec14a
  Fault Module Name:    StackHash_4c0d
  Fault Module Version:    0.0.0.0
  Fault Module Timestamp:    00000000
  Exception Code:    80000003
  Exception Offset:    002b0692
  OS Version:    6.1.7601.2.1.0.768.3
  Locale ID:    1033
  Additional Information 1:    4c0d
  Additional Information 2:    4c0d4d78887f76d971d5d00f1f20a433
  Additional Information 3:    4c0d
  Additional Information 4:    4c0d4d78887f76d971d5d00f1f20a433

Kudos0

Re: Norton stops programs from running

Hi @Useful & @charlienorth,

Would you be willing to send us logs? I have sent you both private messages with the steps to collect logs. Please take a look at your inbox when you get a chance. 

Other customers who are experiencing this problem and are willing to help, please send me a private message, and I will reply with the instructions. Thank you so much.

Gayathri Rajendiran
Norton Forums Administrator
Symantec Corporation

Gayathri R | Norton Forums Global Community Administrator | Symantec Corporation
Kudos1 Stats

Re: Norton stops programs from running

Hi Gayathi

Thank you for taking the trouble to write and to send such detailed instructions. I completely understand why you want to see the logs, I would too if I wanted to help.

Unfortunately Symantec do not take customers quite as seriously as you seem to and after a week, I have still not had any response from them about this issue, except to assure me whenever I contacted them, in the absence of hearing anything, that 'a Supervisor will get back to you within 24 hours'.

In the absence of any such assistance from Symantec, I sought help from the Forum in the hope that others may have come across this problem and have a solution. I have spent days troubleshooting this issue without success and as a last resort thought to uninstall Norton and surprisingly, the problem went away.

If you don't mind, I will decline your kind offer and not participate, because as I told Symantec last week, if I don't hear from them by today, I will give up and move to one of Symantec's competitors, which I now have. 

I no longer have the problem that Symantec have not helped me resolve.

Thank you again!

Kudos1 Stats

Re: Norton stops programs from running

Hello

I will gladly send you logs.

fyi, the issue began after I ran windows update recently.

My reply to your private message came back as undeliverable.

Kudos0

Re: Norton stops programs from running

I had this problem on 2 of 3 PCs that I have. Those 2 were running Microsoft's Emet program; the third was

not and it had no problems.  I don't know for sure if that was the problem since I have not reloaded NIS after

removing Emet, but it does seem like a possibility. All the PCs are running Win7 and IE11

Kudos0

Re: Norton stops programs from running

Hi @Derald,

If you could reproduce the issue, would you be able to send us the logs? i've sent you a private message with the instructions to collect logs. Thank you.

-Gayathri

Gayathri R | Norton Forums Global Community Administrator | Symantec Corporation
Kudos0

Re: Norton stops programs from running

Hi Gayathri,

The same stuff, Word 2010 stopped working, but no EMET or Windows updates were recently installed. See my post here: https://community.norton.com/en/comment/6696281#comment-6696281

Kudos0

Re: Norton stops programs from running

My latest woes with NIS v22.5.xx here https://community.norton.com/en/forums/problem-nis-225xx-winxp
In my case v22 conflicts with Acrobat 8's updater plugin and Firefox (upon clicking on direct email address links) under XP SP3

Have been using NIS for so many years and never had a problem with crashing other programs, until now.  So why v22 is having such a problem (apart from its pathetic white GUI)??

Kudos1 Stats

Re: Norton stops programs from running

I don't know that there is help here. 

I produced and sent the requested logs a couple days ago but have heard nothing.

Kudos0

Re: Norton stops programs from running

charlienorth:

I don't know that there is help here. 

I produced and sent the requested logs a couple days ago but have heard nothing.

Likewise :(

Kudos0

Re: Norton stops programs from running

Hi,

Thank you for the logs. We are actively looking into this issue, and I will update this thread once I have more information that I can share. Thanks.

-Gayathri

Gayathri R | Norton Forums Global Community Administrator | Symantec Corporation
Kudos0

Re: Norton stops programs from running

I am having the same issue. I uninstalled Norton Security and Internet Explorer works, but if I reinstall Norton Security, Internet Explorer will not work. I get error message 0x80000003.

Kudos0

Re: Norton stops programs from running

I had this problem on two Win 7 Pro 64-bit machines last week following update to the 22.5.4.24 version of NIS.  It seems to have been fixed by removing the Microsoft EMET software entirely (on one machine) or by installing EMET 5.2 (on the other machine) and disabling the Return Oriented Programming (ROP) Caller Check mitigation for MS Office applications, as needed (i.e., if the caller check pop-up window appears during operation of a particular application).  I also disabled the Export Address Table Filtering (EAF) mitigation for IE 11, which was causing IE to take 20 seconds to load instead of less than 4 seconds.

Kudos0

Re: Norton stops programs from running

UpperBear:

I had this problem on two Win 7 Pro 64-bit machines last week following update to the 22.5.4.24 version of NIS.  It seems to have been fixed by removing the Microsoft EMET software entirely (on one machine) or by installing EMET 5.2 (on the other machine) and disabling the Return Oriented Programming (ROP) Caller Check mitigation for MS Office applications, as needed (i.e., if the caller check pop-up window appears during operation of a particular application).  I also disabled the Export Address Table Filtering (EAF) mitigation for IE 11, which was causing IE to take 20 seconds to load instead of less than 4 seconds.

While I'm glad that you've found a solution for yourself, @UpperBear, my problem, in terms of looking at this as a solution to my own crashes, is that I have absolutely no idea what you are doing here. (And I imagine that the bulk of Norton users would be in the same boat!) I wouldn't want to go making mysterious alterations to my system configuration that may produce unexpected or glitchy behavior at some point down the line.

As inconvienient as the present situation may be, I think I'd rather wait for Norton to fix whatever they messed up in the last update. That way, I won't be worried about having created a new problem in my attempt to solve an existing one.

Kudos0

Re: Norton stops programs from running

For all it's worth, same issues with Internet Explorer and Firefox. Uninstalled Norton on laptop and ok. Bought a new desktop, put Mcafee on, after having used nothing else but Norton for more years than I care to remember  ;-(  .........shame.

Kudos0

Re: Norton stops programs from running

I experienced similar problem.  I called Norton hotline but no one could help me.  The support officer told me that he would put forward the matter to senior level and would call me within several days.  However, about 4 days had passed, there was no contacted from Norton.  How long do we need to wait for Norton to fix the problem. 

Kudos2 Stats

Re: Norton stops programs from running

This issue should be resolved with an Intrusion Prevention update, the update was published to the LiveUpdate servers yesterday. There was an incompatibility with Microsoft EMET causing certain applications to crash on launch.

Kudos0

Re: Norton stops programs from running

As I and several other people have noted, this is not entirely the case. I for one, experienced many of the problems listed and I don't have EMET. I believe there's been several other people in the threads relating to this issue also saying that they don't use EMET.

Kudos0

Re: Norton stops programs from running

................nope, still not working, no Internet Explorer, no Firefox, so uninstalled it all again. I think this is it, not that they care, but good bye Mr. Norton.........................;-(

Kudos0

Re: Norton stops programs from running

I also have this problem with Explorer, Outlook, and Word.

Yesterday, Oct 20th (after the update you noted above). I restored to a working point after the last major windows update. Everything was fine at that point with Explorer, Outlook, and Word working as expected. I then re-installed Norton from your website, and the problems returned immediately. I have had to restore back to the working point and rely on Windows Defender for protection.

I'm afraid this update does not fix the problem for me.

Kudos0

Re: Norton stops programs from running

I do not have EMET installed.  So, the said update could not solve my problem.

Probably, the problem was due to version 22.5.4.24.  May I know if there is update on version number such that I can ensure that new update has been applied.

Kudos0

Re: Norton stops programs from running

V 22.5.4.24 is the latest version, so any new patches will come via Live Update.

Windows 10 Home X 64 Norton Security Premium Current
Kudos0

Re: Norton stops programs from running

As version is still v 22.5.4.24, it means there is no patch from Norton to solve the problem.

Kudos0

Re: Norton stops programs from running

Been using NAV since Peter Norton first made it available! Version 22.5.4.24 is definitely stopping various programs from running. In my case MS Office Word, Outlook and Adobe Reader 11. This has been the case since late September when this version was downloaded via Live Update. I re-imaged my drive to pick up version 22.5.2.15 and everything works so I have left NAV running but have turned off auto updates. Yesterday 21/10 I imaged my drive and then manually updated NAV. Programs again stopped running, so the EMET fix has not worked. Reverted to image and all is functional. Do I need to leave Norton after half a lifetime or is someone going to fix this?

Kudos0

Re: Norton stops programs from running

Support IT:

Probably, the problem was due to version 22.5.4.24.  May I know if there is update on version number such that I can ensure that new update has been applied.

Hi Support IT:

If I understand Symantec employee miket's post <here>, an Automatic LiveUpdate that ran some time around the evening of 19-Oct-2015 should have delivered an update for your Intrusion Prevention System (IPS) files.  This was not a product update and the version of your Norton v22 product should remain v22.5.4.24 after the updated IPS files are delivered.

You can find your current Intrusion Prevention (IP) engine, definition set and driver versions in your Norton security history at History | Show | Intrusion Prevention.  Keep in mind that I still use a Norton v21 product so my IPS version numbers shown below might be different from what Norton v22 users should expect to see after their update.  According to my security history, my v21 IP engine was updated to v7.4.0.83 back on 28-Aug-2015 but my IP definition set and IPS driver both received an update on 19-Oct-2015.

Post back to let us know the version numbers of your current IP engine, IP definition set and IP driver and miket or one of the other Norton v22.5.4.24 users should be able to tell you if you have received the updates files.

-------------
32-bit Vista Home Premium SP2 * Firefox 41.0.2 * NIS 2014 v21.7.0.11 * MBAM Premier 2.2.0

Kudos0

Re: Norton stops programs from running

Dear Imacri,

Thank for your advice.

The main point here was not what old version could be use to avoid the problem.  Norton should ensure that any version, engine or definition update would not affect the usability and stability user PCs/workstations.

The current problem was reported in late September or early October (three to four weeks ago) after the release of version 22.5.4.24 but the fix for the problem was still outstanding.

Now, I am hard to speak to my users as we always request users to update the definition files, to apply patches in order to maintain system security.  In this case, we had ask users to fall back to an old version for two weeks and we still did not know when Symantec (Norton) to really look into the matter and fix the problem.  

Kudos0

Re: Norton stops programs from running

Support IT:
Norton should ensure that any version, engine or definition update would not affect the usability and stability user PCs/workstations...

The current problem was reported in late September or early October (three to four weeks ago) after the release of version 22.5.4.24 but the fix for the problem was still outstanding.

Hi Support IT:

Unfortunately, there seems to be a long history of Norton v22.x product updates that fix one bug, only to create another issue for a completely different groups of users.  Even the Intrusion Prevention update of 19-Oct-2015 that was meant to fix the software crashes discussed in this thread appears to have caused unexpected problems for other users - see ukbobboy01's thread After Monday night's update I can no longer open a sandboxed Firefox for one example.

Here are a few examples of Norton v22.x product updates that created new bugs that took months to patch:
     long shut down and restart the computer
          Reported 27-Sep-2014  (v22.0.1.14) / Patched 11-Dec-2014 (v22.1.0.19)
     LONG STORY: Norton BSOD me when I use Truecrypt
          Reported 13-Dec-2014 (22.1.0.9) / Patched 08-Apr-2015 (v22.2.0.31)
     Norton Security and iTunes
          Reported 13-Jan-2015 (v22.1.0.9) / Patched  30-Sep-2015 (v22.5.4.24)

I believe the long Windows shutdown problem was first reported by Krusty13 during early beta-testing of v22, but other users began reporting the same issue shortly after v22.0.1.14 was officially released in September 2014.  I don't know all the reasons behind the quality assurance problems that Symantec has had with Norton v22 products, but there's a very good reason why I'm still using the old (but stable) NIS v21.7.0.11.
-------------
32-bit Vista Home Premium SP2 * Firefox 41.0.2 * NIS 2014 v. 21.7.0.11 * MBAM Premium 2.2.0

Kudos1 Stats

Re: Norton stops programs from running

Dear Imacri,

Continue to use the old version is not the solution of the problem.  Symantec should fix the problem as soon as possible.

From my experience, Norton (Symantec) had not really look into the matter and tried to understand the root of the problem.  I had called the support centre.  The engineer there only knew how to configure and set the software.  They could not provide any help or do any investigation.  Their engineer agreed to put my case into senior level and would contact me later.  However, nearly two to three weeks had passed.  No one contacted me.  Without knowing the real problem, I could not image how Symantec could fix the problem.  As you said, Symantec just solved a problem on surface but would generate several problems.  It is a Never End story.

Kudos0

Re: Norton stops programs from running

An update for those who find this thread:

IE continues to crash.

Adobe Reader now works since the last update.

Still no RELIABLE comment from Norton.

Kudos0

Re: Norton stops programs from running

Support IT:

As version is still v 22.5.4.24, it means there is no patch from Norton to solve the problem.

Not necessarily so. If you fresh install Norton v22.5.4.24, you will still not have all the latest updates since the initial version was released. Any updates that are available do not necessarily change the version number of the product.

Always be sure that after you do an fresh installation that you run LiveUpdate manually a few times, rebooting as necessary, until no updates are available.

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

Re: Norton stops programs from running

peterweb:
Support IT:

As version is still v 22.5.4.24, it means there is no patch from Norton to solve the problem.

Not necessarily so. If you fresh install Norton v22.5.4.24, you will still not have all the latest updates since the initial version was released. Any updates that are available do not necessarily change the version number of the product.

Always be sure that after you do an fresh installation that you run LiveUpdate manually a few times, rebooting as necessary, until no updates are available.

Ugh! Why do software companies have to make updating so damned confusing? Seriously, when having the most up-to-date version of some software doesn't necessarily mean that your software is up-to-date, there is something seriously wrong with the system!

Software-savvy people like those of you on this forum might be able to understand the subtleties of this matter, but a lot of people who use computers and the internet would not appreciate these distinctions. Some people would not be able to understand why software, with a version number that matches the "latest version number" posted on the manufacturer's website, might not be up-to-date. Why can't the version number be an accurate gauge for whether or not some software is up-to-date or not? 

Kudos0

Re: Norton stops programs from running

CamDaMan

I understand what you are saying. The updates I am referring to are the definition updates for the different features of  the product. The core features themselves are the latest version when you redownload the product. Eventually, LiveUpdate will run automatically and get all the latest definitions. The manual running just gets you fully up to date right away.

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

Re: Norton stops programs from running

Dear all,

No matter how Norton controls it version number, what software engineering technique used to control software coding and etc. are another matter.

For this issue, Norton has not positively respond the software problems for more than a month.  We paid for the product which crashed our machines.  I called the service centre with any help or assistance.  No one contact us.  We posted the issue on the public forum with any reply or respond.  The current issue is when Norton will response and when the problems will be fixed.  It seems we are here talking to ?????, a matter not related to Norton.  Is it our fault (selecting Norton as our anti-malware solution)?

I wanted to know how Norton runs its business and the service is delivered.  Probably, it may be time for us to consider to leave.   

Kudos0

Re: Norton stops programs from running

For those who want to discuss how Norton to control its software version, please start the discussion with another threat.

This threat is for discussing the problems of NIS released in end September.  I am waiting the solution and respond from Norton.  Please do not side track the discussion.

Kudos0

Re: Norton stops programs from running

Hello, before I start again un-installing current & re-installing Norton, has this issue been resolved? Thanks for your help, axe ;-)

Kudos0

Re: Norton stops programs from running

I was an early poster to this thread, submitted error logs in the format a Norton employee requested, and have waited ever since for a response from a knowledgeable Norton employee.  That has not happened.  And to be clear, starting IE still crashes my Windows 7 machine because of Norton antivirus software.

Kudos0

Re: Norton stops programs from running

.........thanks charlie for update.... ps: wonder what good old Peter Norton would say, lol

Kudos0

Re: Norton stops programs from running

I wish I could say what the difference is between my two Win 7 Pro 64-bit machines running NIS 22.5.4.24 and those of others who still have the problem with IE or other programs crashing while NIS is running.  But all I can say is that I've had no such problems since early October, as I reported in this thread on October 10.  I've since installed Microsoft EMET 5.5 Beta on one of the machines (EMET is not installed at all on the other) and have not had to alter its default Return Oriented Programming (ROP) Caller Check mitigation for MS Office applications to keep them from crashing while NIS is running, a workaround that was suggested in another thread.  Those applications, IE, and Adobe Acrobat, most of which failed just after the initial release of NIS 22.5.4.24 now continue to work normally for me on both machines.

Kudos0

Re: Norton stops programs from running

Axel Dutson-Steinfeld:

Hello, before I start again un-installing current & re-installing Norton, has this issue been resolved?

Hi Axel Dutson-Steinfeld:

According to Symantec employee miket' post <here> in this thread, the problem was fixed on 20-Oct-2015 with an Intrusion Prevention (IP) update delivered via Automatic LiveUpdate.  However, Symantec employee Tony Weiss' thread Hot Fixes & Issues - Norton 22.5 (last updated 18-Nov-2015) still lists the following item as a known issue:

"1) Certain applications such as Internet Explorer, Firefox, Acrobat Reader, Outlook, MS Word etc, don't work with Norton installed. Forum Link"

It would be helpful if someone from Symantec could clarify the status of this issue.
-------------
32-bit Vista Home Premium SP2 * Firefox v42.0 * NIS (2014) v21.7.0.11 * MBAM Premium v2.2.0

Kudos0

Re: Norton stops programs from running

So uninstalled AVG, trial period over, re-installed Norton 360 Premier against better judgement, and hey, both IE & Firefox don't work!!!!! It makes you wonder, they can't sort this (or can't be bothered) and you trust them with your computer security. Not that anybody cares, but good bye Norton, as I said before, after more years than I care to remember, RIP.................... ;-(

Kudos0

Re: Norton stops programs from running

The bad news... Since my post above, I called Comcast who provides the software with my internet account. They transferred me directly to Norton support. A Tech worked remotely on my computer for 1-1/2 hours, unloaded and re-installed Norton a couple of times, edited my registry, was able to get Microsoft Word working, but could not get Outlook, or Internet Explorer to launch. At this point, he admitted there was nothing more he could do, and said he was escalating my case to the next level, and that I would be contacted within 24 hrs. After 10 days without hearing anything, I gave up and un-installed Norton again. when I did this, I got a pop-up asking why I was leaving. I explained every thing to the chat operator, who then checked on my case# and assured me that I would absolutely be contacted within 24 hours!... Fool me twice? That was a month ago and still no contact.

It seems obvious to me (and others here) that Norton is most likely INCAPABLE of solving this problem with Win 7  and now has no choice but to dodge the issue.

The good news... I have recently loaded the free upgrade to Windows 10 offered by Microsoft. During installation, Norton installed it's Win 10 version, and everything is now working fine... I should have done this in the first place.

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