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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.

Réponses

Remerciements0

Re: Tonight's update crashing IE11

A little bit of knowledge is... well a little bit of knowledge.
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Re: Tonight's update crashing IE11

Not sure what that thread is trying to point out... but I don't have competing software running.

I have a third PC that's barely used for anything, also running W7 Pro / IE10... started it up, IE was fine, forced Norton to update (said last updated 6 hours ago)... bam. IE10 stopped working. This is not a coincidence.

Oh, and here's the error report from one of the IE10 systems:

Source
Internet Explorer

Summary
Stopped working

Date
20/02/2015 11:48 PM

Status
Not reported

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

Problem signature
Problem Event Name:    BEX
Application Name:    IEXPLORE.EXE
Application Version:    10.0.9200.17229
Application Timestamp:    54b478df
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:    5d6e
Additional Information 2:    5d6ef9135253aecf38a5211f52813d05
Additional Information 3:    0d78
Additional Information 4:    0d78b5f7b5aa516f13d946df3667918d

Remerciements2 Stats

Re: Tonight's update crashing IE11

I had the same exact problem tonight when it updated on me and I have IE11 and Windows 7.

I had no problems this morning before it updated, then returned to find it not working.

After restoring the system several times, I was able to get onto the internet during the interim period before Norton could update, and then as soon as it did even if I was already in IE.

So it's definitely linked to the update itself occurring.

My temp solution was to uninstall Norton 360, but that's obviously not a long term solution.

Remerciements1 Stats

Re: Tonight's update crashing IE11

Other browsers seem to be OK. At least I'm using Firefox right now on an affected system, and Chrome also seems OK.

I really hope this is fixed by the morning - I'm responsible for a number of PCs running NIS, and don't relish having to uninstall/reinstall/whatever NIS on all of them.

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Re: Tonight's update crashing IE11

Ok, thanks for confirming no other security software conflict.

I've asked for someone from Symantec to check if there could an issue with an IPS update.
 

A little bit of knowledge is... well a little bit of knowledge.
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Re: Tonight's update crashing IE11

I have the same problem.  Unistalled NIS and my IE worked.  Reinstalled NIS and fully updated it and IE doesn't work.

Remerciements0

Re: Tonight's update crashing IE11

Can you guys confirm in Security History you received an IPS update, or what other updates you have received?

Thanks.

A little bit of knowledge is... well a little bit of knowledge.
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Re: Tonight's update crashing IE11

Glad I looked here, I can go to bed now. Hope they fix this over night. New feature for next version - roll back last update and hold for 24 hours.
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Re: Tonight's update crashing IE11

I have had exactly the same issue as the original poster. Win 7 Pro, N360, Internet Explorer 10, also had issues with another PC running Win 7 Home, N360 and Internet Explorer 11.

I have been able to get my PC backup and running (sort of) by:

Opening up N360 and under settings clicking on anti-virus and turning off boot protection. Telling it to turn it off permanently.

Clicking Apply and then back

Then click on "Firewall" and click on "Intrusion and Browser Protection" and turn off "Intrusion Protection". Telling it to turn it off permanently. Click  Apply and then back.

Then restart your PC in safe mode (F8 before the Windows screen comes up, I just keep pressing the F8 key from the time I've restarted the PC).

Searching for the offending file (IPSEng32.dll) and update, (On my install the file and folder was located here - C:\Program Files (x86)\Norton 360\NortonData\21.5.0.19\Definitions\IPSDefs\20150220.001\)

I renamed the folder and added a .OLD to the end of it - 20150220.002.OLD

Restarted the computer and it seems to be working. Just don't do a Live update otherwise it will install the update again.

Hope this helps

Andrew

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Re: Tonight's update crashing IE11

Thanks, if that was the intention, then yes - none of these systems are running anything beyond NIS. The final system I mentioned breaking is as bare bones as it can get, so I can't imagine any conflict on it with other system software or add-ons.

One of the issues with getting this problem reported is unless the person has multiple browsers or devices to use, there's no easy way to diagnose or even report the issue. It's not even clear from the way IE crashes that the problem is even vaguely related NIS - you have to dig into crash reports to find the faulting module.

Not to sound dense... but where in NIS do I have the security history log? The interface is redesigned literally every year, and I have no idea where that is...

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Re: Tonight's update crashing IE11

I'm having the same issue.

Remerciements1 Stats

Re: Tonight's update crashing IE11

Same problem here

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: 0xf28
Faulting application start time: 0x01d04d96f97ac15d
Faulting application path: C:\Program Files (x86)\Internet Explorer\IEXPLORE.EXE
Faulting module path: C:\Program Files (x86)\Norton Security\NortonData\22.1.0.9\Definitions\IPSDefs\20150220.001\IPSEng32.dll
Report Id: 372e705e-b98a-11e4-b401-6cf049e885de

Remerciements1 Stats

Re: Tonight's update crashing IE11

I am having exactly the same issue

IE was the only browser that I had.

I performed a system restore to two days ago and problem was fixed for IE but Norton showed that the Live update was broken.

I quickly downloaded Chrome so that I had another browser.  While that was going on, Norton Live update fixed itself.

The moment that it fixed it, IE stopped working again.

-System

-Provider

[ Name]Application Error

-EventID1000

[ Qualifiers]0

Level2

Task100

Keywords0x80000000000000

-TimeCreated

[ SystemTime]2015-02-21T05:23:11.000000000Z

EventRecordID11221

ChannelApplication

Computerwin7prodml

Security

-EventData

IEXPLORE.EXE

11.0.9600.17631

54b31a70

IPSEng32.dll

14.2.1.9

54c8223b

c0000417

000c61e2

19a4

01d04d967b2f806b

C:\Program Files (x86)\Internet Explorer\IEXPLORE.EXE

C:\Program Files (x86)\Norton 360\NortonData\21.6.0.32\Definitions\IPSDefs\20150220.001_861\IPSEng32.dll

b9be2e05-b989-11e4-8e94-74d02bc83dea

Remerciements1 Stats

Re: Tonight's update crashing IE11

Same problem as others, this just started tonight.  

Remerciements1 Stats

Re: Tonight's update crashing IE11

I'm having the same issue here too.

Firefox is working.

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Re: Tonight's update crashing IE11

Sunfox:

Not to sound dense... but where in NIS do I have the security history log? The interface is redesigned literally every year, and I have no idea where that is...

Sorry, I'm not using NIS so I'm not sure where the Security History log is, but I'm sure someone will let you know.

A little bit of knowledge is... well a little bit of knowledge.
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Re: Tonight's update crashing IE11

Hi, Krusty. Same problem with IE 10. I got an IPS update V7.1.1.18, Set version 20150220.001.

Windows 10 X64 Fall Creators Update 1709
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Re: Tonight's update crashing IE11

Same issue here. Started occurring this morning.

Remerciements0

Re: Tonight's update crashing IE11

I have the same problem with IE 10 and Windows 7.
IE 10 is crashing on startup!

Log Name:      Application
Source:        Application Error
Date:          2/20/2015 10:53:02 PM
Event ID:      1000
Task Category: (100)
Level:         Error
Keywords:      Classic
User:          N/A
Computer:      W510
Description:
Faulting application name: IEXPLORE.EXE, version: 10.0.9200.17229, time stamp: 0x54b478df
Faulting module name: IPSEng32.dll, version: 14.2.1.9, time stamp: 0x54c8223b
Exception code: 0xc0000417
Fault offset: 0x000c61e2
Faulting process id: 0x1b88
Faulting application start time: 0x01d04d92442acdb6
Faulting application path: C:\Program Files (x86)\Internet Explorer\IEXPLORE.EXE
Faulting module path: C:\Program Files (x86)\Norton 360\NortonData\21.1.0.18\Definitions\IPSDefs\20150220.001\IPSEng32.dll
Report Id: 83a9e64c-b985-11e4-87e2-005056c00008
Event Xml:
<Event xmlns="http://schemas.microsoft.com/win/2004/08/events/event">
  <System>
    <Provider Name="Application Error" />
    <EventID Qualifiers="0">1000</EventID>
    <Level>2</Level>
    <Task>100</Task>
    <Keywords>0x80000000000000</Keywords>
    <TimeCreated SystemTime="2015-02-21T04:53:02.000000000Z" />
    <EventRecordID>127097</EventRecordID>
    <Channel>Application</Channel>
    <Computer>W510</Computer>
    <Security />
  </System>
  <EventData>
    <Data>IEXPLORE.EXE</Data>
    <Data>10.0.9200.17229</Data>
    <Data>54b478df</Data>
    <Data>IPSEng32.dll</Data>
    <Data>14.2.1.9</Data>
    <Data>54c8223b</Data>
    <Data>c0000417</Data>
    <Data>000c61e2</Data>
    <Data>1b88</Data>
    <Data>01d04d92442acdb6</Data>
    <Data>C:\Program Files (x86)\Internet Explorer\IEXPLORE.EXE</Data>
    <Data>C:\Program Files (x86)\Norton 360\NortonData\21.1.0.18\Definitions\IPSDefs\20150220.001\IPSEng32.dll</Data>
    <Data>83a9e64c-b985-11e4-87e2-005056c00008</Data>
  </EventData>
</Event>
Remerciements0

Re: Tonight's update crashing IE11

Experiencing the same problem.
 

Remerciements0

Re: Tonight's update crashing IE11

same problem here. started around 8:30pm pst

chrome works...

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

Remerciements2 Stats

Re: Tonight's update crashing IE11

F4E:

Hi, Krusty. Same problem with IE 10. I got an IPS update V7.1.1.18, Set version 20150220.001.

Hi F4E,

I have emailed an Admin' so hopefully someone will be here to check it out shortly.

A little bit of knowledge is... well a little bit of knowledge.
Remerciements0

Re: Tonight's update crashing IE11

Same issue here, actually was using IE when the updated started and them BOOM everything came crashing down.  Glad to know that Symantec with all of the reductions and cuts to staff still has time to properly test their code.  Note the sarcasm.  One would think that this would be an easy Q&A check.
 

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Re: Tonight's update crashing IE11

I have the same problem.  Was running fine today.  Then Norton updated and crashed IE11 that had been working fine up to that point.  I have uninstalled NIS and IE started working.  Then reinstalled NIS, and once the patch was deployed IE started crashing again.  

Remerciements0

Re: Tonight's update crashing IE11

Hi All,

I am having the same problem also. Using Win 7 Pro 64 and IE 11. I love computers . . . when they work.

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Re: Tonight's update crashing IE11

I have same problem IE crashes only can use Firefox.

Faulting application name: IEXPLORE.EXE, version: 11.0.9600.17631, time stamp: 0x54b31a70Faulting module name: IPSEng32.dll, version: 14.2.1.9, time stamp: 0x54c8223b Exception code: 0xc0000417 

Fault offset: 0x000c61e2

Faulting process id: 0x1f5c

Faulting application start time: 0x01d04d97a713d443
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: e4c9e4a4-b98a-11e4-8205-86245d9fb3ab

Remerciements0

Re: Tonight's update crashing IE11

I can confirm that I've got an IPS  update this night. I can see it in the update history.

04:48h german time

1,26mb

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Re: Tonight's update crashing IE11

I completely remopved Norton 360 from my machine, rebooted, and reinstalled. It was wroking okay until the patch ran, then it crashed IE 10 on my Windows 7 64 Bit Machine. Definitely the path that did it. I checked all during the updates, and IE was running fine until the patch and reboot.
Remerciements0

Re: Tonight's update crashing IE11

Glad I found this forum!!! Im having the same issues. I was totally confused so thank you!!!!

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Re: Tonight's update crashing IE11

Ugh....that's what I get for typing late at night and while frustrated...haha
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Re: Tonight's update crashing IE11

Does Norton read these forums?  Has anyone reported.  I tried to start a chat session but it is after hours.

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Re: Tonight's update crashing IE11

Bingo... Same here..... Watching for a fix.

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Re: Tonight's update crashing IE11

Okay... looking at the logs on a system I didn't remove NIS from... I think this might be a bad definition update. I see reference to Intrusion Prevention Engine 7.1.1.18 and driver 4.2.1.9 from earlier this afternoon when everything was fine, but on the one system that auto-updated... the only thing shown as updating at the moment that things stopped working, was a change to:

Intrusion Prevention Engine version: 7.1.1.18 Definitions Set version: 20150220.001

from

Intrusion Prevention Engine version: 7.1.1.18 Definitions Set version: 20150219.002

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Re: Tonight's update crashing IE11

laurarami:

Does Norton read these forums?  Has anyone reported.  I tried to start a chat session but it is after hours.

Yes I have reported it.

A little bit of knowledge is... well a little bit of knowledge.
Remerciements0

Re: Tonight's update crashing IE11

Same issue here:

Faulting application name: IEXPLORE.EXE, version: 11.0.9600.17416, time stamp: 0x5452eed9
Faulting module name: IPSEng32.dll, version: 14.2.1.9, time stamp: 0x54c8223b
Exception code: 0xc0000409
Fault offset: 0x000c61d0
Faulting process id: 0x1804
Faulting application start time: 0x01d04d95666426fb
Faulting application path: C:\Program Files (x86)\Internet Explorer\IEXPLORE.EXE
Faulting module path: C:\Program Files (x86)\Norton Internet Security\NortonData\21.1.0.18\Definitions\IPSDefs\20150220.001\IPSEng32.dll
Report Id: a4339d03-b988-11e4-bf2e-e840f2e30dbd
Faulting package full name: 
Faulting package-relative application ID: 

Remerciements0

Re: Tonight's update crashing IE11

Stop with all the rhetoric and fix this.  Can't get on the blink'n Internet all of a sudden and find this is going on!  Now forced to work off of Chrome, which was the only way I could get on this forum by the way.  Worked fine until about 2 hours ago when apparently a patch was installed by you guys.  This is not the way to keep customers.  Safari is beckoning even sooner than I planned

Remerciements0

Re: Tonight's update crashing IE11

I had to restore to 11/19. IE 11 worked for a few minutes until the live update ran. Once it ran then I lost IE. Right now I had to use the restore point to 11/19 again. I have the live update turned off just to type this. The problem is in the update.

Remerciements0

Re: Tonight's update crashing IE11

Same issue... PC off for three days.  Turned on, using IE and 10-15 minutes in BAMM it stops working.

Second PC same, after update BAMM it stops working.

Using laptop with McAfee and no issue.   On line with support now... they don't get it... its a update issue.

Remerciements1 Stats

Re: Tonight's update crashing IE11

Weekend coming up folks, so might take a while for someone from Symantec to respond.

Windows 10 X64 Fall Creators Update 1709
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Re: Tonight's update crashing IE11

jancan:

Stop with all the rhetoric and fix this.  Can't get on the blink'n Internet all of a sudden and find this is going on!  Now forced to work off of Chrome, which was the only way I could get on this forum by the way.  Worked fine until about 2 hours ago when apparently a patch was installed by you guys.  This is not the way to keep customers.  Safari is beckoning even sooner than I planned

What  rhetoric?  I am a user just like you and I have reported it.  Do you want me to click my fingers and have this fixed?  ... Can't happen!!!

A little bit of knowledge is... well a little bit of knowledge.
Remerciements0

Re: Tonight's update crashing IE11

Same problem here with 2 different PCs! Waiting for a fix.

Remerciements0

Re: Tonight's update crashing IE11

same problem

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Re: Tonight's update crashing IE11

Ditto.   I have stripped IE, all settings, and faulting module = IPSEng32.dll.

If Norton crashes IE for everyone, I suspect that they should have people working weekends.  

Remerciements0

Re: Tonight's update crashing IE11

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: 0x1a80

Faulting application start time: 0x01d04d983927feed

Faulting application path: C:\Program Files (x86)\Internet Explorer\IEXPLORE.EXE

Faulting module path: C:\Program Files (x86)\Norton Security with Backup\NortonData\22.1.0.9\Definitions\IPSDefs\20150220.001\IPSEng32.dll

Report Id: 76dbadee-b98b-11e4-ba01-60a44c37ad21
 

Confirmed I recieved the IPS update in the last hour and IE began crashing.

Remerciements0

Re: Tonight's update crashing IE11

It is interesting that this issue is not affecting other browsers. It might be that Symantec has uncovered another undocumented feature in MS IE, aka bug, with this update. :(

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Re: Tonight's update crashing IE11

Same problem here on four different PCs running NAV and NIS.  Uninstalling Norton allows IE11 to launch.  We manage over 200 PCs all running Norton. Hope this is fixed by Monday morning!

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Re: Tonight's update crashing IE11

Honestly, though... if someone's going to push an untested update at 8:30 PM PST on a Friday night, then they should hang around long enough to make sure they don't have to un-push it. I can't imagine the fallout if every Norton user is stuck without internet access on a weekend!

(Don't forget that not everyone has multiple browsers installed, and if they don't, there's no way to even get another one without intuitively knowing to uninstall Norton.)

Remerciements0

Re: Tonight's update crashing IE11

Having the same issue

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Re: Tonight's update crashing IE11

spent half an hour talking to Symantec about this.  they tried to fob me off saying it was a Microsoft fault and to wait for a Microsoft fix.

eventually convinced them otherwise, they gave me a case number [Removed] and told me to keep an eye on this site over the next couple of days.

I managed to get my pc working by uninstalling Norton, reinstalling it and then immediately disabling automatic updates for Norton.

and now we wait...

[Admin Edit: Masking case ID to conform with the Participation Guidelines and Terms of Service]

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Re: Tonight's update crashing IE11

This is also occurring with Norton 360 for me. Did the Norton Uninstall and reinstall tool, and is working so far, I'm sure when it liveupdates, it will happen again.

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