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Kudos0

System service exception when installing Norton.

I have just built a brand new gaming rig.  Asus ROG X299-E gaming motherboard with Intel I7 X series 7820 process o/c to 4.4mhz. Liquid cooled.  32 gig DDR4 ram. GTX1080ti graphics. 2 x 500 gig WD blue SSD hard drives.  I have installed windows 7 and all updates are complete. The computer works perfectly well and all benchmark testing is good.  I have always used Norton antivirus for well over 15 years now as I believe it is the best and have never had a problem with it even on my last build. Now with this new build this is where my problem starts.  When I start to install Norton security and backup as soon as the launch screen starts the computer gives me a blue screen, System service exception tech information **** STOP  etc....  At first I thought I might have an issue with the hard drive. So I reformatted and re-installed everything again. but got the same results when I tried to install Norton again. I would appreciate any help anyone can give me.?

Labels: Blue Screen

Replies

Kudos0

Re: System service exception when installing Norton.

Anthony Boot your rig in safe mode. See if you can get the error to appear. Make note of the error stop code (write it down). Then boot again in normal boot and see if you get the error again. Once again make a note of the error code given. I would like to see if they are one in the same and investigate further for you. Please post the error stop codes in a screenshot here on the forums if that is ever a possibility. Here is how.

https://community.norton.com/en/forums/how-post-image-forums-0

If by some chance you can get your system to boot by disabling Norton from your system startup download this tool from Microsoft. https://support.microsoft.com/en-us/help/980932/stop-error-code-0x0000003b-system-service-exception-on-a-computer-that

Cheers

"From DOS to Windows10 what a journey it has been" / MS Certified Professional / Windows 10 Home / Professional x 64 version 1903 / build 18362.295 / N360 Deluxe 22.18.0.213 / Norton Core v.282 on Android 2.00
Kudos0

Re: System service exception when installing Norton.

Kudos0

Re: System service exception when installing Norton.

I have attached a screenshot of my error code.  I had looked already looked at the hotfix that Microsoft had identified and searched the internet for other possible causes for the crash. Being that this is a new build, there are no traces of Norton on the system. Also, this being a new type of motherboard and processor didn't know if there was an issue with it. I have already had 2 bios updates from Asus. I will be trying the hotfix that Microsoft have identified and see if this resolves the issue.

Kudos0

Re: System service exception when installing Norton.

Anthony A graphics driver and/or its utility is your culprit. https://answers.microsoft.com/en-us/windows/forum/all/error-systemserviceexception-stop-0x0000003b/f47e4f29-8787-42ac-ac65-d9aeef50cde3?auth=1

Check your BIOS settings for your default video, IF your MOBO has its own video chip disable it in the BIOS and reboot. Lets see if that gives you different results. If you still get the BSOD reverse the above changes and recheck. The thread linked above specifically mentions video being the most common cause due to excessive paging.

Cheers

"From DOS to Windows10 what a journey it has been" / MS Certified Professional / Windows 10 Home / Professional x 64 version 1903 / build 18362.295 / N360 Deluxe 22.18.0.213 / Norton Core v.282 on Android 2.00
Kudos0

Re: System service exception when installing Norton.

Well, I have tried safe mode but failed to install (crashed) although I seem to be getting a different error code now...  I dismounted the graphics card and reinstalled it to make sure it was not a seating issue.  Unfortunately I can not run the computer without the card installed as the mother board does not have an on board graphics connection.  I have attached 2 screen shots of PCI settings and graphics from the bios screen. Don't know if these will help.? The new error states 

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

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

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

Kudos0

Re: System service exception when installing Norton.

No video chipset on board as the m/b has no  graphics output.. Tried everything and even the hotfix cannot be installed on my rig. A new error has been detected which I enclose. Tried safe mode installation but also failed.

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

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

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

Kudos0

Re: System service exception when installing Norton.

Here is a thread where other x299 MB users have been seeing crashes.   https://community.norton.com/en/forums/norton-security-causing-x299-chip...

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

Re: System service exception when installing Norton.

Anthony, in your BIOS enable PCI native power management and the two setting just below it and reboot. Your PCI bus isn't getting the power it needs to function. Also your locale id is 2057 are you in the UK? Make sure your system date/time are correct as well. The simplest things cause terrible headaches.

https://msdn.microsoft.com/en-us/library/ms912047%28v=winembedded.10%29.aspx?f=255&MSPPError=-2147217396

It may well be that the architecture of the new boards are too much for Norton to deal with. I would remove Norton and leave it uninstalled until the Symantec team has a definite answer for the cause.

Cheers

"From DOS to Windows10 what a journey it has been" / MS Certified Professional / Windows 10 Home / Professional x 64 version 1903 / build 18362.295 / N360 Deluxe 22.18.0.213 / Norton Core v.282 on Android 2.00
Kudos0

Re: System service exception when installing Norton.

Asus ROG X299-E gaming motherboard with Intel I7 X series 7820 process o/c to 4.4mhz.

Sorry I missed this in the OP. Do you still have problems if you run stock speeds?

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

Re: System service exception when installing Norton.

Still the same issue after all the change made to the bios. Date stamp is correct. Crashed first time.

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: FFFFF8800443E3FF

BCP3: FFFFF880037162E8

BCP4: FFFFF88003715B50

OS Version: 6_1_7601

Service Pack: 1_0

Product: 768_1

Files that help describe the problem:

C:\Windows\Minidump\090517-20155-01.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

If the online privacy statement is not available, please read our privacy statement offline:

C:\Windows\system32\en-US\erofflps.txt

Kudos0

Re: System service exception when installing Norton.

A quick Google search shows problems with the x299 boards. See these results to see if anything applies to your system.

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

Re: System service exception when installing Norton.

Peterweb I read through all those as well. One thing that stuck out for me was running SkyLake CPU's on this board and coupled with OC settings are a disaster. The BSOD's are happening during POST with BCCode: 1000007e as the culprit. In other words simply stated as video, specifically drivers. Unless the OP is running Windows 7 Professional 64 bit the amount of memory installed exceeds the MS baked in limits. THAT could indeed be the issue at hand. OS Version: 6_1_7601 appears to be Pro.

https://msdn.microsoft.com/en-us/library/windows/desktop/aa366778(v=vs.85).aspx#physical_memory_limits_windows_7

Cheers

"From DOS to Windows10 what a journey it has been" / MS Certified Professional / Windows 10 Home / Professional x 64 version 1903 / build 18362.295 / N360 Deluxe 22.18.0.213 / Norton Core v.282 on Android 2.00
Kudos0

Re: System service exception when installing Norton.

I cannot find the links now, but on an earlier search for x299 problems I found a few links with problems with some setting for the RAM.  I have not kept up with the hardware, but it appeared to be some setting to enhance the performance of the ram. Users were having to turn this feature off to gain some stability.

Another user had to change out the RAM all together, as whatever brand they had chosen did not like working in the new MB. Changing RAM brands resolved that user's problems.

Definitely looks like teething pains for a 'new toy'.

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

Re: System service exception when installing Norton.

All: Hoping this link will provide some answers for Anthony.

https://www.asus.com/us/Motherboards/ROG-STRIX-X299-E-GAMING/HelpDesk/

Cheers

"From DOS to Windows10 what a journey it has been" / MS Certified Professional / Windows 10 Home / Professional x 64 version 1903 / build 18362.295 / N360 Deluxe 22.18.0.213 / Norton Core v.282 on Android 2.00
Kudos1 Stats

Re: System service exception when installing Norton.

Well, thanks for all the help guys. I have trawled the internet and Asus web site and loads more but cannot seem to find a solution to the crashes at present. I will keep on searching but at least I know I am not the only one getting this issue. The computer works fine at present. I can do everything on it and gaming is awesome with the 1080ti card. I suspect that Norton will eventually come up with an answer to this issue but in the mean time I will have to find another anti virus program that will work on this rig.

Kudos1 Stats

Re: System service exception when installing Norton.

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: System service exception when installing Norton.

Thanks for the follow-up Anthony. I will personally continue following the thread until there is a product release that gets this corrected. As with all new hardware and architecture it uses there is a "teeth cutting" period. As a gamer myself I am way overdue for a new build, having this info helps me in the long run about the choices I will make for that build. Thank you for all YOUR continued efforts as well.

Cheers

"From DOS to Windows10 what a journey it has been" / MS Certified Professional / Windows 10 Home / Professional x 64 version 1903 / build 18362.295 / N360 Deluxe 22.18.0.213 / Norton Core v.282 on Android 2.00
Kudos0

Re: System service exception when installing Norton.

@Anthony J Bartlett  Did some additional research on this issue. Memory timings coupled with bad calls from video drivers are most likely the culprits.  https://answers.microsoft.com/en-us/windows/forum/all/lots-of-bsods-crash-address-ntoskrnlexe75bc0/34a40539-9409-49ff-9914-c284fc156327?auth=1

Excerpt from the above thread indicates the following:

SYSTEM_SERVICE_EXCEPTION (3b)

This indicates that an exception happened while executing a routine that transitions from non-privileged code to privileged code.

This error has been linked to excessive paged pool usage and may occur due to user-mode graphics drivers crossing over and passing bad data to the kernel code.
 

If you haven't done so I would begin with removing ALL overclocking settings on this system and try for a cleaner boot process. Let us know if these suggestions helped.

Cheers

"From DOS to Windows10 what a journey it has been" / MS Certified Professional / Windows 10 Home / Professional x 64 version 1903 / build 18362.295 / N360 Deluxe 22.18.0.213 / Norton Core v.282 on Android 2.00
Kudos0

Re: System service exception when installing Norton.

Anthony J Bartlett:

Anthony J Bartlett:

Well, I have tried safe mode but failed to install (crashed) although I seem to be getting a different error code now...  I dismounted the graphics card and reinstalled it to make sure it was not a seating issue.  Unfortunately I can not run the computer without the card installed as the mother board does not have an on board graphics connection.  I have attached 2 screen shots of PCI settings and graphics from the bios screen. Don't know if these will help.? The new error states 

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

Anthony J Bartlett:

Still the same issue after all the change made to the bios. Date stamp is correct. Crashed first time.

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: FFFFF8800443E3FF

BCP3: FFFFF880037162E8

BCP4: FFFFF88003715B50

OS Version: 6_1_7601

Service Pack: 1_0

Product: 768_1

Files that help describe the problem:

C:\Windows\Minidump\090517-20155-01.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

If the online privacy statement is not available, please read our privacy statement offline:

C:\Windows\system32\en-US\erofflps.txt

 All of these errors (not all of which were SYSTEM_SERVICE_EXCEPTION 0x0000003B) have something in common:

0xC000001D
"Illegal Instruction"
"An attempt was made to execute an 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).

Also this driver is the one doing the invalid instructions:

SymEFASI64.sys
Symantec Extended File Attributes
Data stamp June ‎09, ‎2017
File version 7.1.0.18
Product name: EFA
Digital signature date: June ‎09, ‎2017
Digital signature date: June ‎14, ‎2017

I'd analyze the memory dump for more details on the error if anyone would provide me with one.

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