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Kudos79 Stats

Tonight's update crashing IE11

ADMIN UPDATE:

32-bit versions of Internet Explorer were crashing after Intrusion Prevention System (IPS) 20150220.001 definition package was applied to their Norton Products. We have released a fix for this issue through our LiveUpdate servers. See the Security Response Blog Article for more information.


Running NIS on Windows 7 Pro 64-bit with IE11 (latest updated). Sometime this evening, IE11 started crashing. In fact, it crashed an already-open browsing session, and now trying to start it up just instantly causes a "Internet Explorer Has Stopped Working" error.

Tried resetting IE11 settings to default. No change. Tried running IE11 in no-addons mode. No change. The error is shown as the following:

Source
Internet Explorer

Summary
Stopped working

Date
‎20/‎02/‎2015 11:09 PM

Status
Report sent

Description
Faulting Application Path:    C:\Program Files (x86)\Internet Explorer\iexplore.exe

Problem signature
Problem Event Name:    BEX
Application Name:    IEXPLORE.EXE
Application Version:    11.0.9600.17631
Application Timestamp:    54b31a70
Fault Module Name:    IPSEng32.dll
Fault Module Version:    14.2.1.9
Fault Module Timestamp:    54c8223b
Exception Offset:    000c61e2
Exception Code:    c0000417
Exception Data:    00000000
OS Version:    6.1.7601.2.1.0.256.48
Locale ID:    4105
Additional Information 1:    4f07
Additional Information 2:    4f072c04aa91eb87d88d7dd565652530
Additional Information 3:    a15b
Additional Information 4:    a15b24e56acca2f6a7c59c85b7f20aea

Extra information about the problem
Bucket ID:    204937294

Now, IPSEng32.dll is a Norton file. So I uninstalled NIS. Bingo - IE11 started working like normal. Re-downloaded and re-installed NIS. At the outset (said last updated 20 hours ago) IE11 worked fine. Then it auto-updated and applied a patch... and instantly IE11 stopped working again. Ergo, something Norton did is breaking my IE11. Doesn't seem to have affected another computer I have running IE10.

Any ideas?

EDIT: The other IE10 PC had been asleep and hadn't updated NIS yet. It is also now crashing in exactly the same manner as this one... and since that PC is almost entirely unrelated to this one in terms of software being used, this is going to be a bigger problem than just me.

Replies

Kudos0

Re: Tonight's update crashing IE11

Hello

The IPS definition is in NAV/NIS/N360 in 2014 products and also in NS/NSwB in 2015 products. The problem .dll is in all of those products. Running Live Update if your IE hasn't been fixed yet will fix the problem. My IE was down for about 6 hours..Not everyone gets the updates at the same time, so it does take  some time for every one in the world to get the update even if your computer is on 24/7.

Success always occurs in private and failure in full view. Windows 7 Pro 64 bit NSBU 22.17.0.183 Core Firmware 270 I E 11 Chrome latest one
Kudos0

Re: Tonight's update crashing IE11

I just wanted to add my "voice" to this thread - I was unaware of this issue (IE11 crashing caused by Norton update) first thing this am. Although N360 is set to auto update I always update the definitions first thing on switching on the PCs. This morning on starting browsing (Windows 7 64 bit, Norton 360) I found that I couldn't access any website because IE11 was in a continuous loop reporting an error. After much frustration I decided to roll back the system to an earlier Restore Point to see if that helped - and it worked. After much searching this evening I found out that a Norton update was the cause of my problems with IE11. Now I'm just a home user so impact was just on me - but for those commercial users of Norton products this was a very costly disruption. Don't Symantec test their products before release ?!!

Kudos0

Re: Tonight's update crashing IE11

The only way to give feedback to Symantec seems to be this forum or live chat. There is no email for suggestions or comments ... Grrr ... THIS 'IPSEng32.dll' problem cuased by Norton's bad update has still NOT been acknowledged by them and chat support had no clue even though it was obviously caused by their update. And BTW, if you still have this problem with IE11 crashing, just do a manual LIVE update cuz Norton HAS solved the issue!
Kudos0

Re: Tonight's update crashing IE11

Not working here on either of my computers either. Have to use chrome since last night.
Kudos0

Re: Tonight's update crashing IE11

The problem with Internet explorer is down to Norton 360 if you go into a different browser and run live updates on norton problem is corrected. Very disappointed with Norton. Likely to be last time purchase product as have been without access for 24 hours and no warning issued as far as I can see.

Kudos2 Stats

Re: Tonight's update crashing IE11

kaosmax4u:
The only way to give feedback to Symantec seems to be this forum or live chat. There is no email for suggestions or comments ... Grrr ... THIS 'IPSEng32.dll' problem cuased by Norton's bad update has still NOT been acknowledged by them and chat support had no clue even though it was obviously caused by their update. And BTW, if you still have this problem with IE11 crashing, just do a manual LIVE update cuz Norton HAS solved the issue!

What do you mean, " has still NOT been acknowledged by them"?

https://community.norton.com/en/comment/6225821#comment-6225821

https://community.norton.com/en/comment/6230091#comment-6230091

A little bit of knowledge is... well a little bit of knowledge.
Kudos0

Re: Tonight's update crashing IE11

Problem solved for me with new update today... Thanks for a quick response!

Kudos0

Re: Tonight's update crashing IE11

Bypass the problem: I just went to my stockpile of computer magazines and installed Chrome off the free DVD using explorer to navigate the DVD's contents. If you don't have a DVD player in your tablet or other device you can borrow a friend's PC to load the file onto a USB drive.

This error is amateurish by Symantec and I shall replace 360 within my business tomorrow. Like many of the thread's posts I have a business and can't afford to waste time on this stupidity. I don't care that they have solved it. It should NEVER have occurred. 

Kudos0

Re: Tonight's update crashing IE11

I uninstalled Norton 360 and I can use internet explorer 11.

Kudos2 Stats

Re: Tonight's update crashing IE11

It shows you that having a second browser installed is good practice.

A little bit of knowledge is... well a little bit of knowledge.
Kudos1 Stats

Re: Tonight's update crashing IE11

There is no need to uninstall Norton, all you need to do is run Live Update to receive a new IPS update.

A little bit of knowledge is... well a little bit of knowledge.
Kudos0

Re: Tonight's update crashing IE11

this has been fixed. I downloaded windows update and ran live update again. I am on windows 8.1.

I also did this - control panel>internet option>advanced>reset>reset

closed browser and restarted

Kudos3 Stats

Re: Tonight's update crashing IE11

Kudos0

Re: Tonight's update crashing IE11

Nice to see a formal announcement is up.

It's a shame it takes so long.  I have been feeling for people who went through all kinds of unproductive procedures to fix IE, or who uninstalled programs on their systems, who didn't know it was a Norton update that was the problem.

Due to the way things work, it takes time to develop a fix that's tested and can be sent out to everyone.  Then it's longer before an announcement is made.  Just wish there was a faster way, or that Norton users could have received an email notifying them of the problem. 

Kudos1 Stats

Re: Tonight's update crashing IE11

Hello

Even if an email could have been sent, it would have taken just as long to send an email to every one in the world who uses the 5 Norton Products that were involved in all the different languages. Then there would be also the problem for users who only can use webmail, but couldn't access their webmail without using IE. Also, Symantec wouldn't know who the users are who use IE. Those who use Firefox, or Chrome or any of the other browsers wouldn't know about the problem unless they came here for some reason. Even when Norton does send out emails for some reason, many think it's some sort of scam if they get an email from Symantec. Check the product history in the logs or check the event logs in Windows for the reason of the crashes.

Success always occurs in private and failure in full view. Windows 7 Pro 64 bit NSBU 22.17.0.183 Core Firmware 270 I E 11 Chrome latest one
Kudos3 Stats

Re: Tonight's update crashing IE11

I have used Norton products for innumerable years, but I do not work with or for Norton. Please do not misconstrue my screen name.

ProTruckDriver: Thank you for your comment/reponse/reply below. Also, with these complicated systems interfacing with other systems, it most certainly requires a team effort. [I doubt there could be "one person" (working alone on updates) to be fired (or promoted).] If every software glitch or bug required firing someone, there would be no one left to write or debug software, I assume! And, Norton did a quick fix (relative to normal time, not online computer immediacy time) so, I also thank them for the quick fix. (I assume the "fix" was as much a team effort as the original [unfortunate] update glitch was.) I don't know how much testing has to be done before a new release, but I imagine a lot of testing goes on. Software happens!

ProTruckDriver:
wasafan:

Koz, knowing Symantec not only will the person not get fired..they will probably be promoted!  :)

No I don't think Norton works like the Politicians in Washington, DC. Who ever did it at Norton probably has already been fired.

Btw, Thanks Norton for the Quick Fix.  

Kudos0

Re: Tonight's update crashing IE11

floplot:

Even if an email could have been sent, it would have taken just as long to send an email to every one in the world...in all the different languages. ... Also, Symantec wouldn't know who the users are who use IE.

Good points. 

Kudos0

Re: Tonight's update crashing IE11

 I am new to using this forum so do not know how it the interface works, well, yet. Possible idea below the quote below.

Sunfox:

Gave up waiting on the other system, ran Live Update, and it worked without issue... and now IE's back to working.

I'd love to mark one of these "Run Live Update" posts as a solution, but I don't see any links for me to do that, and the ones I get by email don't actually work.

I am new to using this forum and I may be wrong. When I click on "reply" under a particular post, in the text box interface for replying there is a check box under my screen name that says, "I believe this comment solves this Forum Thread." Possibly checking that is how to mark a particular post as a solution.

Kudos0

Re: Tonight's update crashing IE11

Don't know about everyone else, but when I launched IE around 9pm tonight (PST), it started working again.  Perhaps Symantec has started rolling out a fix already?  Try running LiveUpdate.

Edit:  I just posted this because I'm still getting "me too" responses in my inbox -- I now see Symantec has posted an update as well.

Kudos0

Re: Tonight's update crashing IE11

Fault Module Name:    IPSEng32.dll

Yes, me too.

No way to solve it but uninstalled NIS... I got MS Security Essentials.

At first, I downladed other browser using Safe Mode of Win7.

Any announce was on the front page of Norton site, it wais the most important and sad news.

Kudos1 Stats

Re: Tonight's update crashing IE11

Is it asking too much to receive an apology and an explanation from Norton/Symantec as to how this debacle occurred? 

Kudos0

Re: Tonight's update crashing IE11

Nikhil_CV:

Hi people

Issue has been fixed . Kindly run manual live update (right click on Norton icon on tray notification area > 'Run live update ')

Repeat  the step till it says no more updates  found and verify the update at path :

{C:\Program Files (x86)\Norton product name\NortonData\version number of product\Definitions\IPSDefs\20150221.001 }

ver 20150221.001

Kindly  stop using work-arounds.

One more thing (from another post) to double check after doing a Live Update or two (I have Norton 360, but should be similar on other versions)... With the Norton interface open, click on "Support" (upper right on mine) and then click "Get Support" (on the drop down menu). This runs a quick scan of the Norton system and the Norton installation. I did this before doing a live update and it did say that it ran or downloaded a "fix" of some sort. (I had been able to open my IE, but it was a lot slower than usual for booting up.) After the "fix" ran, I then did a manual Live Update (there were 2 update files for me at that point). After that I rechecked the Support>Get Support (Norton Software scan of itself for install issues, I guess) and the message said that no problems were found. I then tried opening my IE browser and it opened VERY fast with no glitchiness. I went to several different webpages to check and they all opened very fast and smoothly. All seems to be back on track. I hope that others are back on track, too.

Kudos0

Re: Tonight's update crashing IE11

so looks like this is fixed now. Ran an update from Norton this morning and all is good.

Kudos0

Re: Tonight's update crashing IE11

I had a same problem. After uninstalling Norton, I can open IE without any issue.

Kudos0

Re: Tonight's update crashing IE11

saminca:

I had a same problem. After uninstalling Norton, I can open IE without any issue.

 https://community.norton.com/en/comment/6233011#comment-6233011

A little bit of knowledge is... well a little bit of knowledge.
Kudos1 Stats

Re: Tonight's update crashing IE11

It's 08.00am GMT Sunday 22/FEB/15, here in London. Suns coming up on a cold winter's day.

That's the end of the Weather Forecast; now for the NEWS.

Fired up 1 of my 3 machines: Vista, IE9 works. Gave LiveUpdate a poke, OK. Ran "Get Support", OK. I'm going to check the logs later, for peace of mind.

I would advise anyone who has be uninstalling / installing fixes during their machine outage, to check they've put it back to their original spec. SURF'S-UP !

Be safe out there !
The Silver Surfer.
AK. [ CC/1960. "Concordia Res Parvae Crescunt" ]

Kudos0

Re: Tonight's update crashing IE11

I temporarily solved the problem by enabling IE 11  64 mode enhance mode. Go to Internet Options>Advanced>security and click b option - enabling 64 bit processes in enhanced mode. IE11 work fie with this. Problem must be related to 32 bit processes or add-ons. Hope this helps in the interim

Kudos0

Re: Tonight's update crashing IE11

Good Morning!

I did the Run Live Update thing just before midnight - eight hours ago - after reading instructions. Also Norton have the solution on the website now. 

https://support.norton.com/sp/en/us/home/current/solutions/v108623038_En...

Just one thing YOU MUST RESTART YOUR COMPUTER FOR THE FIX TO TAKE EFFECT.

Have a Good (Better!) Day 

Kudos0

Re: Tonight's update crashing IE11

Also having this issue.  Come on Symantec give us a fix.

Kudos0

Re: Tonight's update crashing IE11

nordan:

I have used Norton products for innumerable years, but I do not work with or for Norton. Please do not misconstrue my screen name.

ProTruckDriver: Thank you for your comment/reponse/reply below. Also, with these complicated systems interfacing with other systems, it most certainly requires a team effort. [I doubt there could be "one person" (working alone on updates) to be fired (or promoted).] If every software glitch or bug required firing someone, there would be no one left to write or debug software, I assume! And, Norton did a quick fix (relative to normal time, not online computer immediacy time) so, I also thank them for the quick fix. (I assume the "fix" was as much a team effort as the original [unfortunate] update glitch was.) I don't know how much testing has to be done before a new release, but I imagine a lot of testing goes on. Software happens!

ProTruckDriver:
wasafan:

Koz, knowing Symantec not only will the person not get fired..they will probably be promoted!  :)

No I don't think Norton works like the Politicians in Washington, DC. Who ever did it at Norton probably has already been fired.

Btw, Thanks Norton for the Quick Fix.  

The issue is that the update should never have been released with a fault of this sort present. It points to very poor QA procedures, it's not as though IE 11 is a niche product. But there again we are all human and these things do happen. Norton will feel the backlash in their installed base

Kudos0

Re: Tonight's update crashing IE11

DITTO THAT

PROBLEM IS SOLVED HERE.  5 workstations all can browse with IE again.

Still not happy about the event and post mortem - hosed us for about 12hrs yesterday.  And then ~2320 21 Feb PST I rec'd 2 updates; then reboot & fixed.

Kudos0

Re: Tonight's update crashing IE11

Hi . . I am glad I found this thread on the web . . . Luckily I had Google Chrome on my system as IE11 crashed due to this issue with the update . . !!!! However, I had tried to uninstall IE11 and reload it . . with issues!! . . before finding this link . . Dammit!

Luckily I found it before pursuing the same problem on my own laptop . . .   :-) . . But who is going to replace the hours I have spent trying to recover my wife's laptop . . .   :-( .

Regards . . Unhappy Norton subscriber

Kudos1 Stats

Re: Tonight's update crashing IE11

Hi All

My IE11 problem has  been resolved without touching my PC or settings?

Perhaps an update has worked?

Kudos0

Re: Tonight's update crashing IE11

I have the same problem on Windows 8! IE was my only browser. Weirdly, (and luckily) the IE immersive browser on the start menu still worked, so I used it to download another browser, which works great.

Kudos0

Re: Tonight's update crashing IE11

Well it's water under the bridge now that it's been resolved but for future reference, the other thing people could have done is boot Windows in SAFE mode with networking (F8 key during bootup).  That is what I did and IE11 worked again allowing me to find this forum and thread and the answer to what the cause of the problem was.  So instead of wasting my time trying workarounds that might have screwed more things up, I simply bided my time and waited for the inevitable Norton fix to come through.

SAFE mode is your friend.  

Thanks to the OP and other posters who made useful contributions towards getting my blood pressure down.

Kudos0

Re: Tonight's update crashing IE11

After just running live update to be sure I have the latest stuff, I checked and IE now works.

Kudos0

Re: Tonight's update crashing IE11

I have had the same problem as everybody else for the past three days. I have manually run the live update as instructed on this forum.  Whilst Internet Explorer 11 is now not crashing I am now getting a repeated message to "use a more modern browser"

Is this still part of the same problem or another issue?

Kudos0

Re: Tonight's update crashing IE11

mattix:

Also having this issue.  Come on Symantec give us a fix.

The fix is as mentioned in the post just above yours 

Windows 7 HP SP1 32-bit | Chrome 65.0.3325.146 | NS 22.12.1.15
Kudos0

Re: Tonight's update crashing IE11

molly57:

I have had the same problem as everybody else for the past three days. I have manually run the live update as instructed on this forum.  Whilst Internet Explorer 11 is now not crashing I am now getting a repeated message to "use a more modern browser"

Is this still part of the same problem or another issue?

Your problem seems a different one since you mention you have had it for three days while, as you can see from the many posts it has been a question of hours - not days - to get it fixed.

Considering the rest of your post, I'd suggest that you create your own thread, giving as many details as possible about your problem as well as specifying your OS, browser/s, Norton product and version, and any additional information that can help us to help you.

Windows 7 HP SP1 32-bit | Chrome 65.0.3325.146 | NS 22.12.1.15
Kudos0

Re: Tonight's update crashing IE11

@molly57

That's an odd one.  Are you sure you really are still on IE11 and haven't been rolled back to an earlier version?  From the browser's tool bar, Help  >  About Internet Explorer will show you the version number.

Kudos0

Re: Tonight's update crashing IE11

Have followed the directions to the letter at least twice. Still no joy. Suggestions?

Kudos0

Re: Tonight's update crashing IE11

Hello Molly

The problem with IE lasted for approximately 6 hours. You should have received a new IPS update by running live update. The latest definition is dated 20150221. That is the one that fixed the problem. That problem or notice is not coming from Norton. Does it have the Norton Logo on it? Can you post a screenshot of the notice please?

Success always occurs in private and failure in full view. Windows 7 Pro 64 bit NSBU 22.17.0.183 Core Firmware 270 I E 11 Chrome latest one
Kudos0

Re: Tonight's update crashing IE11

Solution (at least it solved it for me):  Open Norton Security Suite, Under "Security", run "Run LiveUpdate".  I ran my LiveUpdate on the morning of Sat 2/21, it found two updates to install.  Once installed, IE11 went back to running normally.  From http://www.theregister.co.uk/2015/02/21/norton_antivirus_update_kills_in...

"Tales of woe, heartbreak and downloads of new browsers spread, until about 0400 GMT, at which point a member of Symantec staff posted: "Kindly run manual live update (right click on Norton icon on tray notification area > 'Run live update ')," helpfully adding "Kindly stop using work-arounds."

Kudos0

Re: Tonight's update crashing IE11

Wow. What a major stuff up by Symantec!  Not everyone would think to look at the Application logs (or know where to find them) to know that it was Norton causing this problem.  I know of people that were calling their service providers (who are never any help in these situations), uninstalling/re-installing IE, thinking they had a virus, etc.  Plenty would have been blaming IE and cursing Microsoft who I'm sure wouldn't have been happy this occurred either. But good on Symantec for sorting it out quickly.

Might be a silly question... What does IPS stand for and/or do?

Kudos0

Re: Tonight's update crashing IE11

Sorry Nordan, but we are not talking about a minor program that no-one uses when we talk about crashing Microsoft's Internet Explorer. Testing of any software release should at least be made utilising publicly available software by the major players. This crash should never have occurred. That is why it is unforgiveable. On this thread alone there were many people that were talking about uninstalling NIS or 360 to resolve the issue, leaving their PC (and their information) exposed. All they had to do was get another browser, which could have been obtained from one of the many free DVD's that come with reputable computer magazines. I installed an alternative browser by this method using windows explorer to navigate the DVD.

Many users have businesses with confidential data and some have asked when this event first took place "was this a cyber-attack?" I think not but just the same, a lot of very bad decisions were made on Friday as a result of Symantec's flagship software failing its users.

Kudos0

Re: Tonight's update crashing IE11

Krusty13,  While I appreciate all your work on this item, I would like to answer your thread where you disagree with Kaosmax when he says "Symantec has still not acknowledged the problem" and referred to a thread or two on the forum where a Symantec rep apologized.  Nonetheless, I agree with Kaosmax4u that Symantec still has not acknowledged the problem.  What Kaosmax meant by that is that there was no mechanism that Symantec used to let people know that there was a very serious problem that Norton had caused..  This was important because it caused people to lose internet access and did not have Norton as an obvious cause.  As you see by this thread, people spent many hours trying to identify and fix the problem.  In at least one case, hard dollars were apparently spent.   Have a thread on a forum is not really acknowledging the problem in a way that is helpful to most people in this situation.  Doing a press release of somehow getting coverage that can be picket up by search engines would likely be the best thing to do.  But I don't expect Symantec to ever have a policy to do something like that, unfortunately.  So, yes, it is accurate to say that "Symantec has still not acknowledged the problem".

Kudos0

Re: Tonight's update crashing IE11

Had this problem too and it has now been resolved. If you run Live Update again manually, it will download a patch that will fix the problem.

Kudos0

Re: Tonight's update crashing IE11

A lot of Kudos have been given to Norton staff for fixing the problem.  That may be well deserved to individual staff.  But, on the other hand, why couldn't it have been "fixed" in say, 2 hours of finding out there was a problem?  Would it make sense that once you know there is an issue with releases, have a canned and ready to go process to reverse all the releases for that period of time.  Don't bother to find out which one is bad; reverse them all and worry about the particular problem later.  Wouldn't it make sense that when you release a set of updates, you have a backup set of reversals ready to go if needed.  Maybe that is technically impossible, maybe not.  That's in the back of my mind at least - is Norton really as prepared as it should be?

Kudos0

Re: Tonight's update crashing IE11

I would hope that Symantec conducts a post mortem on this event and, like any good company, learns from it so it can better serve its customers in the future.  It would be hoped that threads like this one on the forums will be reviewed and customer concerns taken into account.  In addition to the other opinions expressed, I've already voiced mine, that I wish that information could have been disseminated early in the night to customers and clients through various means so people could learn the cause of the problem and avoid trying to solve the problem on their own through time consuming and even costly measures that were unnecessary.  I believe this is good client care.

I am grateful that Norton solved the problem and got the needed patch out to their clients by morning.  I am also thankful to Krusty 13, who was present on the thread at the beginning, reported the problem to Norton promptly, and stayed with us through what was nighttime and early morning here in the states, offering a steady presence.

Kudos0

Re: Tonight's update crashing IE11

I found the following link, as a notification of the Global Problem, dated 21/FEB/2015.

http://www.symantec.com/connect/app#!/blogs/corrupt-ips-definition-package-impacted-internet-explorer-11

My ISP was running with "no internet access" reports, and had the following online, it's still there today, Monday.

My ISP's default Security is a McAfee derivative. I should image they will be looking to bill someone "time related charges", for resourcing somebody else's problem ?

Be safe out there !
The Silver Surfer.
AK.  [ CC/1960. "Concordia Res Parvae Crescunt" ]

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