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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

I should have mentioned that mine happened with Symantec Endpoint Protection. 

Kudos0

Re: Tonight's update crashing IE11

Same problem here running NIS with IE11 on Win 7 Pro 64-bit. You have enough documentation here from many folks so when is it going to be fixed or at least take out the patch with another update.  

Kudos0

Re: Tonight's update crashing IE11

I have ie11 64-bit version working fine. But my win7 tablet is 32-bit and down for the duration of this MAJOR Norton SCREW-UP!!!

Kudos1 Stats

Re: Tonight's update crashing IE11

ZeroNeed:

Just a heads up - this is also occurring in the Symantec Endpoint Protection (SEP) 12.1 product.  I had to roll the virus defs back to the 2/19/2015 date.  The issue went away and now I need to start troubleshooting.

Oh man. Even their enterprise product? Symantec's lack of a timely and ULTIMATELY INCREDIBLY SIMPLE solution (AKA, rolling back the corrupt update) is looking worse and worse.

How much productivity and revenue do you think is lost if every business-oriented user of Symantec's is down for... an hour? Four hours? An entire day? This is a global, 24x7x365 business world. Just because it's early Saturday morning in California doesn't mean the rest of the world is shut down. Well, some of it might be with this going on!

Kudos0

Re: Tonight's update crashing IE11

Having the same issue here at our office. We have around 400 computers all with the same issue. We can't use another browser because our primary application will only run in IE. So basically we can't operate until this is fixed. Hopefully this gets resolved soon. Been on hold with Symantec Enterprise Support for nearly an hour waiting on an engineer.

Kudos0

Re: Tonight's update crashing IE11

I am having the same problem as well. Mine crashed almost immediately after the update was installed.

Kudos1 Stats

Re: Tonight's update crashing IE11

I am experiencing the same issue. I have 360 on our laptop and desktop pc. Norton went through an update and then Internet Explorer stopped working on both computers. I hope Norton provide a solution soon.

Kudos0

Re: Tonight's update crashing IE11

thanks God I found this forum and that we use McAfee in our office, though I use Norton at home, hence I am in the same boat... We all should get one free year of subscription for this... Don't they have QC department at all? How this could have been missed?

Kudos0

Re: Tonight's update crashing IE11

Turning on Enhanced 64-Bit Protected Mode works but Norton Vulnerability Protection is now an "Incompatible" add-on / though it never worked that well anyway...

Kudos0

Re: Tonight's update crashing IE11

G'day all, having the same issue here.  Problem started about 12:00 pm Australian time (8 hours ago).  

Kudos0

Re: Tonight's update crashing IE11

Hello,

Same problem here in France... 

Bug does not affect Google Chrome if you have installed it.

Kudos1 Stats

Re: Tonight's update crashing IE11

My temp solution.

  1. Disconnect internet cable from computer, if wireless turn off the modem.
  2. Use system restore or un-install Norton.
  3. After System restore or Norton re-installation go into Norton settings and turn off automatic-updates.
  4. Download the latest Definitions from this webpage: http://www.symantec.com/security_response/definitions/download/detail.jsp?gid=sep (If you can download this before all the previous steps do so) Download either 32 bit or 64 bit, note that these definitions do not contain the update that effects iexplorer.
  5. Install the definitions and wait intill Norton has removed the affected pulse update from the pipeline.
  6. Plug in the internet cable or turn the wireless modem back on.
Kudos0

Re: Tonight's update crashing IE11

Same here 

Kudos5 Stats

Re: Tonight's update crashing IE11

Hi people,

Well, first of all, let me tell that what you people are experiencing is one of the BAD BAD step of QA @ Norton/Symantec.
This issue exist with NAV/NIS/NSS/N360/NS/NSBU (chatters show it affects enterprise  products like SEP also) across all windows platforms and IE 9 and later. (mine is 9 ATM on test ) So  enjoy ..............

Dont expect  a fast fix from Norton. They break  fast but fix comes like snail (thanks GOD! They won't give any ETA for that case) To make a hot fix, some miracle should happen.

Sorry to join this club of ............ But we are gonna shoot  the complaints till they find they cannot  control the flood.

IMHO: This is the fastest growing thread of all issues reported. But just one ack from SYMC. Also, today the registered users online rose to near 200 at some time. Never happened before. If we accounted for those search  engine  bots, it will be 5x to 11x more!!!

-------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------

Here are some workarounds:

  1. Restore / refresh windows to a day past. For that you must Turn off norton product tamper protection from  settings and turn off automatic live updates. Warning: You will have less/outdated protection
  2. Easy way, use Mozilla firefox/ Google chrome/ Opera mini. Peace of mind guaranteed.

  3. Manually alter ips engine dll and related files. Least recommended !
  4. Wait and watch for updates.
  5. Uninstall protection  altogether, never recommended.
  6. Else find a replacement  and ask for refund (60 days buy back guaranteed )

Notes  to Norton/SYMC:

  • Withdraw / pull the IPS update from your servers.
  • Stop pushing updates  before testing to users.
  • Need testers ? Pay and recruit them/call for volunteers.
  • I don't think we users have done any wrong to you, except to buy your product. Please don't punish us.
  • Tell your engineers to create  something that works non destructive , not mess up.
  • Take a few hours time to test and Don't use linux for that purpose! Not kidding, really!

Lets rock-on people. Good luck!

Keep in mind : Today is weekend. So we will have to wait for Monday (in US) to be sure they've started the investigations on this issue.

regards, CV | There is no ONE TOUCH KEY to security . Be alert and vigilant. . | Always have a Backup Plan!
Kudos0

Re: Tonight's update crashing IE11

Same problem here on multiple computers.

Kudos0

Re: Tonight's update crashing IE11

Same problem. Took me about 2 hours to get "here". I.E. 64 seems to work for me, just not the default(32 bit?). I had uninstalled a program before it went to hell, nice wild goose chase.

Kudos0

Re: Tonight's update crashing IE11

My PC did the same thing earllier last night in middle of surfing, NAV2014 / Win 7 Pro x64 / IE11. I did some troubleshooting on the gaming rig, NAV2014 / Win 8.1 Pro / IE11, and then let NAV update and immediately IE started to crash.

Thank god for an old Vista PC with MSSE on it!

I signed up to comment. Truely unacceptable QA on this one. Needs to be fixed fast before the egg dries on thier face. I am about 20 days from expiring my NAV2014, have been a loyal customer for home pc's for years and with SEP via work. This is not how to retain customers!

Kudos0

Re: Tonight's update crashing IE11

not only Symantec didn't bother to check this bad update before spreading it like a virus, now they say it will take them up to 48 hours to fix it? 

get more men on the job and fix it ASAP!!!!!!!!

Kudos0

Re: Tonight's update crashing IE11

IE10,IE11

1) enable Enhanced Protected Mode from control, panel internet option

2) open IE and download firefox/Chrome

3) wait for symantec response

work?

Kudos0

Re: Tonight's update crashing IE11

Yeah, its springing up everywhere as Live Update downloads the new libraries with the IE incompatibility.

Kudos0

Re: Tonight's update crashing IE11

Same issue here. Update here in Oz approx midday, crashed IE9. Chrome still works. Issue traced to IPSEng32.dll

Kudos0

Re: Tonight's update crashing IE11

At least the cause is obvious and we don't have to beat our heads against a wall trying to figure out what's going wrong.

Kudos0

Re: Tonight's update crashing IE11

Fired up my 2-NIS machines today. Worked OK until the Liveupdate. Now, I'm in the same state as everyone else. I'm writing this on my N360 machine, with Liveupdate permanently off, until a FIX, PLEASE !

Are there not any Knobs & Buttons in the UI that will facilitate a work around until a FIX ?

I had a go at "System Restore", with NIS Tamper Protection OFF. DIDN'T WORK !
 

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

ps. I used to run McAfee on my reserve machine, just as a back up. Change it out to NIS, HO-HUM !

Kudos2 Stats

Re: Tonight's update crashing IE11

We have found it to be the 2/20/2015 r1 def update in SEP.  In SEPM, I had to change the Liveupdate content policy to use the 2/19/2015 r9 update.  Once the PC received this policy change, and started using the 2/19/2015 def, IE started to work again without issue.  Environment - 3000+ Endpoints.  I hope this helps some of you.

Kudos0

Re: Tonight's update crashing IE11

Same problem here. Just adding a "Me Too" to encourage a fast resolution. Started around 10:00 a.m. South Africa Standard Time (shortly after I started the computer).

Kudos1 Stats

Re: Tonight's update crashing IE11

Tried to quote 'tunkers' but I didn't do so well.

Start/Control Panel/Internet Options/Advanced/Security - Enable Enhanced Protection Mode - now IE works

For my wife's logon I had to make one other change:

Start/Control Panel/Internet Options/Security - Enable Protected Mode - had to be checked.

Kudos0

Re: Tonight's update crashing IE11

I seriously hope everyone is running Google Chrome. This thing completely stinks. I've tried everything that is being tried with no luck so far. I hope Symantec can come up with a fix soon. 

Kudos0

Re: Tonight's update crashing IE11

Same IE11 error--can't use IE.  Windows 7 OS and Norton Internet Security.  Firefox works fine on the same Windows 7 PC.

Norton Security on Macbook Pro.  Safari is working fine.

Look forward to a fix from Norton or Microsoft.  Cleary evident something/someone is not playing nice here.

Kudos0

Re: Tonight's update crashing IE11

Mine too. Spent 4 hours trying to figure it out until I saw this post and uninstalled all of the Norton Security Suite and IE11 finally worked.
Kudos0

Re: Tonight's update crashing IE11

Good job dropping the ball Symantec. Accept your mistake and roll it back.
Kudos0

Re: Tonight's update crashing IE11

Same issue on 3 Win 7 computers.

From Win event log:

"Faulting application name: IEXPLORE.EXE, version: 11.0.9600.17631, time stamp: 0x54b31a70
Faulting module name: IPSEng32.dll, version: 14.2.1.9, time stamp: 0x54c8223b
Exception code: 0xc0000417
Fault offset: 0x000c61e2
Faulting process id: 0x1504
Faulting application start time: 0x01d04db580615f5d
Faulting application path: C:\Program Files (x86)\Internet Explorer\IEXPLORE.EXE
Faulting module path: C:\Program Files (x86)\Norton 360\NortonData\21.6.0.32\Definitions\IPSDefs\20150220.001\IPSEng32.dll
Report Id: be1acb1e-b9a8-11e4-a864-5404a6f4fc3d"

Kudos0

Re: Tonight's update crashing IE11

JUst received these instructions from Symantec via e-mail. I have followed the instructions on my server and am now waiting to see if the clients update.

Hello, 

There is Global  SEPM outage.
 
Issue: There is a known issue with the IPS update - 20150220.001 Symantec Endpoint Protection - Security Update 985 for SEP 12.1 RTM to RU1 MP1 . The problem is currently being investigated by the developer team. For now, the solution to implement is to revert back the IPS definitions before the 20150220.001 i.e 18th Feb.
 
 
Solution:  Follow the steps below to roll back virus definitions in Symantec Endpoint Protection Manager: 
Protection Manager: 

1.Click Policies 
2. Select View Policies 
3. Click LiveUpdate. 
4. Double-click your current LiveUpdate Content Policy Under the 
"LiveUpdate Content" tab. The LiveUpdate Content Policy Overview dialog 
box appears. 
5. From the "LiveUpdate Content" section, click Security 
Definitions. 
6. Enable the Select a revision option located in the "AntiVirus and 
AntiSpyware definitions" section, 
7. Click the Edit button. The Select Revision - Antivirus and 
AntiSpyware definitions dialog box appears. 
8. Expand the drop-down list and browse to the appropriate (32-bit or 64-bit) 
definition set. 
9. Click the desired rollback definition date. 
Click OK. 
10 Click OK to close the "Security Definitions" dialog box and return to 
the "Policies" tab

Thanks & Regards
Symantec Customer Care


 

Kudos0

Re: Tonight's update crashing IE11

I have exactly the same issue,  Windows 7 Norton Internet Security.  Chrome works fine.  Internet Explorer goes straight to Internet Explorer not working - checking for a solution - windows as soon as its launched.

Could someone advise please, should I just use Chrome for now and keep updating Norton through live update in the hope it gets sorted?

Thanks for your help - in advance

Shep1

Kudos0

Re: Tonight's update crashing IE11

Same problem here, on two Windows 7 machines running Norton Security Suite.  I finally found some info from a poster on Norton's facebook page, as I had no luck trying to research the issue here when it first started happening.  I uninstalled Norton and re-installed it and have Live Update turned off until I hear that there's a fix. 

Kudos0

Re: Tonight's update crashing IE11

Torturim:

My temp solution.

  1. Disconnect internet cable from computer, if wireless turn off the modem.
  2. Use system restore or un-install Norton.
  3. After System restore or Norton re-installation go into Norton settings and turn off automatic-updates.
  4. Download the latest Definitions from this webpage: http://www.symantec.com/security_response/definitions/download/detail.jsp?gid=sep (If you can download this before all the previous steps do so) Download either 32 bit or 64 bit, note that these definitions do not contain the update that effects iexplorer.
  5. Install the definitions and wait intill Norton has removed the affected pulse update from the pipeline.
  6. Plug in the internet cable or turn the wireless modem back on.
Kudos0

Re: Tonight's update crashing IE11

Can confirm, I have same problem. was running IE11 in a session, when suddenly IE stopped responding. Puzzled, then  remembered had the same problem 2 years ago, when Norton live update ran and took ages to get a patch (could not access internet to get it!). So looked at Norton Live Upate, yes it was run at exactly the time IE went down. I wish Norton would check updates before issuing them. You would think it would be easy to check vs Microsoft IE, as it's the most common browser. Come on Symantic get your act together and issue a patch via Live Update NOW.

Kudos0

Re: Tonight's update crashing IE11

BEX error is a Buffer Overflow Exception. I have the same symptom as all of you. IE 11, Win 8.1, IPSEng32.dll. error in latest update. This happens because some programmers don't test for effect on software that they don't like. Obviously Symantec tested with Chrome, and maybe Firefox, but not IE 11. So sad. Wish I was wrong, but I'm probably not. Hope that their manager gets fired, or at least written up. Very sloppy to not test thoroughly on software that has major market share. While I'm at it, I'd love to be able to also disable Automatic Quick Scan. Hate it when software does what it wants to "make my life easier." Sorry about going off on that tangent though. 

Kudos0

Re: Tonight's update crashing IE11

.

Kudos0

Re: Tonight's update crashing IE11

It also broke Windows XP IE8

Kudos0

Re: Tonight's update crashing IE11

Thanks Norton, thanks for wasting a good couple of hours of my life this morning as well as data wastage trying to find out why my IE wouldn't work....Another reason to always have more than one browser on your PC.

Kudos0

Re: Tonight's update crashing IE11

Same problem herw Any fix ?

Kudos0

Re: Tonight's update crashing IE11

This works very well (except that it's a large file to download and I skipped step 1, 2 and 3).  Simply download and double-click the .exe download:

Torturim:

My temp solution.

  1. Disconnect internet cable from computer, if wireless turn off the modem.
  2. Use system restore or un-install Norton.
  3. After System restore or Norton re-installation go into Norton settings and turn off automatic-updates.
  4. Download the latest Definitions from this webpage: http://www.symantec.com/security_response/definitions/download/detail.jsp?gid=sep (If you can download this before all the previous steps do so) Download either 32 bit or 64 bit, note that these definitions do not contain the update that effects iexplorer.
  5. Install the definitions and wait intill Norton has removed the affected pulse update from the pipeline.
  6. Plug in the internet cable or turn the wireless modem back on.
Kudos0

Re: Tonight's update crashing IE11

The problem is that I have 2 laptops using vista and IE 9 and they both did the same thing. My desktop using windows 7 and IE 11 also. It is not just a IE 11 problem.
Kudos0

Re: Tonight's update crashing IE11

dksullivan:

JUst received these instructions from Symantec via e-mail. I have followed the instructions on my server and am now waiting to see if the clients update.

Hello, 

There is Global  SEPM outage.
 
Issue: There is a known issue with the IPS update - 20150220.001 Symantec Endpoint Protection - Security Update 985 for SEP 12.1 RTM to RU1 MP1 . The problem is currently being investigated by the developer team. For now, the solution to implement is to revert back the IPS definitions before the 20150220.001 i.e 18th Feb.
 
 
Solution:  Follow the steps below to roll back virus definitions in Symantec Endpoint Protection Manager: 
Protection Manager: 

1.Click Policies 
2. Select View Policies 
3. Click LiveUpdate. 
4. Double-click your current LiveUpdate Content Policy Under the 
"LiveUpdate Content" tab. The LiveUpdate Content Policy Overview dialog 
box appears. 
5. From the "LiveUpdate Content" section, click Security 
Definitions. 
6. Enable the Select a revision option located in the "AntiVirus and 
AntiSpyware definitions" section, 
7. Click the Edit button. The Select Revision - Antivirus and 
AntiSpyware definitions dialog box appears. 
8. Expand the drop-down list and browse to the appropriate (32-bit or 64-bit) 
definition set. 
9. Click the desired rollback definition date. 
Click OK. 
10 Click OK to close the "Security Definitions" dialog box and return to 
the "Policies" tab

Thanks & Regards
Symantec Customer Care


 

That might work for the Symantec enterprise products but not for the Norton home user products.

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

Re: Tonight's update crashing IE11

The problem here is some users like myself pay large and ridiculous amounts of money for small amounts of data.....(due to failing infrastructure in Africa!)

Kudos0

Re: Tonight's update crashing IE11

In Perth, was installing a new printer at the time so spent all arvo trying to work out why that would kill IE. You'd think Norton would have the brains to do a check before sending this crap out

Kudos0

Re: Tonight's update crashing IE11

Having the same problem.  Info follows:  Win 7 Home 64 bit/ IE11  HELPPPPP!

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:    6.1.7601.2.1.0.768.3
  Locale ID:    1033
  Additional Information 1:    5d6e
  Additional Information 2:    5d6ef9135253aecf38a5211f52813d05
  Additional Information 3:    0d78
  Additional Information 4:    0d78b5f7b5aa516f13d946df3667918d

Kudos0

Re: Tonight's update crashing IE11

Hey thanks for the solution, it worked for me too...have been breaking my head last 4 hours to get the way around till Symantec gets a fix.

Kudos0

Re: Tonight's update crashing IE11

I'm glad that I have other methods for Internet access right now. My problem began soon after midnight (EST, U.S.), and what has up until now been a flawless Norton update experience soon turned my IE into a conniptive bug.

Kudos0

Re: Tonight's update crashing IE11

This worked for me without a hitch (Win 8.1).  Simply download it and open the .exe file (some patience).  Don't uninstall/restore/disconnect anything--skip step 1, 2, 3.  Restart after it does its thing:

Torturim:

My temp solution.

  1. Disconnect internet cable from computer, if wireless turn off the modem.
  2. Use system restore or un-install Norton.
  3. After System restore or Norton re-installation go into Norton settings and turn off automatic-updates.
  4. Download the latest Definitions from this webpage: http://www.symantec.com/security_response/definitions/download/detail.jsp?gid=sep (If you can download this before all the previous steps do so) Download either 32 bit or 64 bit, note that these definitions do not contain the update that effects iexplorer.
  5. Install the definitions and wait intill Norton has removed the affected pulse update from the pipeline.
  6. Plug in the internet cable or turn the wireless modem back on.

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