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Patch application on 3-5-2018 Crashed Machine, Removed critical components of Office and Norton itself
I don't have time to go through a chat/call and all the steps that I would be taken through. I fixed it myself but I thought I would report that this happened.
My laptop had been off for 2 days. Upon starting it up today, there were 10 updates reported in live update. The sequence ended requesting me to apply a patch. I did. During the patch process, unlike in the past, it asked me to manually close ScanSnap Manager and Mailbird email, which I did. It then resumed the patch. Moments later, I got a blue screen (full system crash). It ran through its data collection process and restarted the machine.
Upon restart, none of my Microsoft Office application shortcuts worked. After closer inspection, my Microsoft Office root folder had been decimated - almost all files missing, folders remained. I tried to run Norton again from the START menu and nothing happened. I attempted a roll back using System Restore to a point three days previous. It failed.
I uninstalled Microsoft Office completely using Revo Uninstaller. I rebooted per Microsoft's recommendation. I then ran the Norton Removal tool to remove and reinstall Norton. Microsoft Office works normally now.
As it did last week, I was unable to activate Norton because I had 2FA enabled. I spent an hour on chat with Norton last week trying to figure this one out only to discover on my own that I could disable 2FA, activate, and re-enable 2FA. FYI NORTON - your 2FA system still does not work for new install activation.
After activation, Live Update had 14 updates including a patch. The patch worked this time without requesting I close anything.
Just wanted to put this out there in case it happens to anyone else. It may have just been a one time things, combination of random events on my machine that caused it. If you start getting multiple reports - you should look into it.
Windows 10 64-bit.
I think this data related to the crash:
Problem Event Name: BlueScreen
Parameter 1: c0000005
Parameter 2: fffff80d2e9fcd3d
Parameter 3: ffffef8fbd628c30
Parameter 4: 0
OS version: 10_0_16299
Service Pack: 0_0
OS Version: 10.0.162188.8.131.52.256.48
Locale ID: 1033
The computer has rebooted from a bugcheck. The bugcheck was: 0x0000003b (0x00000000c0000005, 0xfffff80d2e9fcd3d, 0xffffef8fbd628c30, 0x0000000000000000). A dump was saved in: C:\WINDOWS\MEMORY.DMP. Report Id: 9d76bf65-daa4-4f91-86a8-5b877fcaec3b.