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Kudos0

Norton AntiVirus 21.0.1.3 Crashing

I upgraded from 20,4.0.40 thinking this version might resolve the very annoying 3048,3 errors.  Installed fine, seems to be working.  However, in an initial attempt to see what my version is I clicked on the support tab.  Doing this consistently crashes the product.  It seemingly restarts correctly, and seems to run fine as long as I stay away from support.  Am I indeed protected?  I will leave the jokes about lack of support to others.

Running Windows 7, home premium.  Best Buy version of product.

Replies

Kudos0

Re: Norton AntiVirus 21.0.1.3 Crashing

I upgraded from 20,4.0.40 thinking this version might resolve the very annoying 3048,3 errors.  Installed fine, seems to be working.  However, in an initial attempt to see what my version is I clicked on the support tab.  Doing this consistently crashes the product.  It seemingly restarts correctly, and seems to run fine as long as I stay away from support.  Am I indeed protected?  I will leave the jokes about lack of support to others.

Running Windows 7, home premium.  Best Buy version of product.

Kudos0

Re: Norton AntiVirus 21.0.1.3 Crashing

Hi JohnOzuk,

Can you walk me through the exact steps you took to have this issue appear? When you say that it "consistently crashes the product", what exactly is happening? Is there any error code you see? Does the product freeze?

You also mention getting 3048,3 with 20.4 -- when did you see this error? When performing a specific action? I've sent you a private message with details on sending logs. Please try enabling the logging, then getting the crash to occur, then send over the logs. Thanks.

Tony Weiss | Norton Forums Global Community Manager | Symantec Corporation
Kudos0

Re: Norton AntiVirus 21.0.1.3 Crashing

The last time i have "crashing" with NIS Software , it was in 2008 ... after i replace the RAM Hardware in 2008 , the crashings gone.. it was unstable Hardware Problem on my side in 2008..

Now my Questions to Tony Weiss , can these Norton Report and Logging Assistant  find hardware Problems inside the Logs  e.g. unstable Ram ??

Kudos0

Re: Norton AntiVirus 21.0.1.3 Crashing

Open product.  Click support in upper right.  A popup appears windows has detected this product has stopped working.  Norton then restarts.

I have beaten 3048,3 error to death in other posts in this site.

Kudos0

Re: Norton AntiVirus 21.0.1.3 Crashing

Believe I acted on your private email.  Please let me know if I gave you what you wanted.

Per my use of the word crashing.  I click on support and get a Windows popup box that says program has stopped responding.  It only offers close program.  So maybe windows is closing, rather than crashing.

Kudos0

Re: Norton AntiVirus 21.0.1.3 Crashing

From event log

Log Name:      Application
Source:        Application Error
Date:          9/12/2013 11:27:36 AM
Event ID:      1000
Task Category: (100)
Level:         Error
Keywords:      Classic
User:          N/A
Computer:     
Description:
Faulting application name: NAV.exe, version: 12.10.0.42, time stamp: 0x5202e8a2
Faulting module name: uiMain.dll, version: 21.0.1.3, time stamp: 0x52220612
Exception code: 0xc0000005
Fault offset: 0x00001882
Faulting process id: 0x9e4
Faulting application start time: 0x01ceafcca9293e63
Faulting application path: C:\Program Files (x86)\Norton AntiVirus\Engine\21.0.1.3\NAV.exe
Faulting module path: C:\Program Files (x86)\Norton AntiVirus\Engine\21.0.1.3\uiMain.dll
Report Id: 3bac7de4-1bc8-11e3-9f79-84a6c807a7f5
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="2013-09-12T16:27:36.000000000Z" />
    <EventRecordID>96564</EventRecordID>
    <Channel>Application</Channel>
    <Computer>JohnOzuk-HP</Computer>
    <Security />
  </System>
  <EventData>
    <Data>NAV.exe</Data>
    <Data>12.10.0.42</Data>
    <Data>5202e8a2</Data>
    <Data>uiMain.dll</Data>
    <Data>21.0.1.3</Data>
    <Data>52220612</Data>
    <Data>c0000005</Data>
    <Data>00001882</Data>
    <Data>9e4</Data>
    <Data>01ceafcca9293e63</Data>
    <Data>C:\Program Files (x86)\Norton AntiVirus\Engine\21.0.1.3\NAV.exe</Data>
    <Data>C:\Program Files (x86)\Norton AntiVirus\Engine\21.0.1.3\uiMain.dll</Data>
    <Data>3bac7de4-1bc8-11e3-9f79-84a6c807a7f5</Data>
  </EventData>
</Event>

Kudos0

Re: Norton AntiVirus 21.0.1.3 Crashing

This seems very easily reproducible.  Has Norton been able to do so?

Kudos0

Re: Norton AntiVirus 21.0.1.3 Crashing


JohnOzuk wrote:

This seems very easily reproducible.  Has Norton been able to do so?


There could be a corruption in some part of your installation.

A reinstall of your product may straighten things out. I would suggest using the Norton Removal and Reinstall Tool.

Download the Norton Removal and Reinstall Tool from here   www.norton.com/nrnr
If you use Identity Safe, backup/export your data. Use the CSV format for compatibility.
Run the Norton Removal and Reinstall Tool.
Reboot.
Run LiveUpdate manually a few times, rebooting as necessary, until no updates are available.
Try to log into your Identity Safe. If you can, you are done. If not, Import your Identity Safe data.

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

Re: Norton AntiVirus 21.0.1.3 Crashing

Thanks,

Tried it and still same issue.  This seems to be Norton's normal approach.  Uninstall, reinstall, add nauseum.  I am a programmer.  Anything can happen, but bad installs should be very low on the list.  I am waiting for them to tell me a virus and that is the cause of the failure.  Another favorite.  Maybe I will just fall back to 2013 and learn to live with the 3048,3 errors.

I have no idea where Tony went.  I sent him a dump as he requested.  He hasn't even taken the time to reply he got it.

Well thanks for the suggestion. 

Kudos0

Re: Norton AntiVirus 21.0.1.3 Crashing

Hi JohnOzuk,

Sorry for the delay in response; I've received the logs and our team is reviewing them to determine the cause. We're also working on reproducing it. Thanks for your help with this issue. I'll let you know what we find out.

Tony Weiss | Norton Forums Global Community Manager | Symantec Corporation
Kudos0

Re: Norton AntiVirus 21.0.1.3 Crashing

Understand fix may take a while, but would appreciate knowing if reproducible.  Do I need to do right click, run as administrator, when installing.  Since most of it works, doubt that is an issue.

Could you unmark your response as the solution.  Finger slip on iPad.

Kudos0

Re: Norton AntiVirus 21.0.1.3 Crashing


JohnOzuk wrote:

Understand fix may take a while, but would appreciate knowing if reproducible.  Do I need to do right click, run as administrator, when installing.  Since most of it works, doubt that is an issue.

I generally try to install any software, but especially security software using a Windows account with Admin privilidges. If you use a standard user, the UAC should ask for admin authorization.

Could you unmark your response as the solution.  Finger slip on iPad.

I have had this happen many times. As the poster, you can click on 'Options' at the top right of your post and there should be an option to remove the Solution flag. In this case it looks like Tony already did this for you.

 


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

Re: Norton AntiVirus 21.0.1.3 Crashing

Thanks,

I did find the option under options.

I am an admin, but windows 7 has the additional option of right click/run as administrator.  However since the un/re install tool starts the reinstall automatically after the reboot could not use if wanted.  Since it is running 95 percent, doubt that is issue.  I would just assume it is a GUI issue, but must admit odd no one but me is seeing.

Kudos0

Re: Norton AntiVirus 21.0.1.3 Crashing

Sigh....to make things worse, 3048,3 errors are back

Kudos0

Re: Norton AntiVirus 21.0.1.3 Crashing


JohnOzuk wrote:

Sigh....to make things worse, 3048,3 errors are back


My usual response to those errors is to wait it out. It is usually a temporary server issue, or an issue with any one of the internet servers between your system and the LiveUpdate servers.

If it persists for more than a day, you need to dig deeper.

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

Re: Norton AntiVirus 21.0.1.3 Crashing

That is my approach.  However a giant error popup slamming across my screen at random times is not appreciated.  A little message buble would make more sense.

Kudos0

Re: Norton AntiVirus 21.0.1.3 Crashing

Thanks for your help, JohnOzuk. Our team has determined the cause, and is testing a fix for the issue. The fix will be included in a future update.

Tony Weiss | Norton Forums Global Community Manager | Symantec Corporation
Kudos0

Re: Norton AntiVirus 21.0.1.3 Crashing

Great, are you allowed to give any explanation to the cause?  I am most curious as to why Ia seem to be the only lucky one seeing this.

Do I need to remove the logging software, or is it harmless unless I choose to run it.

Kudos0

Re: Norton AntiVirus 21.0.1.3 Crashing

Hi JohnOzuk,

It might have to do with it being specific to the Best Buy version you were running.

Tony Weiss | Norton Forums Global Community Manager | Symantec Corporation
Kudos0

Re: Norton AntiVirus 21.0.1.3 Crashing

Thanks,

    I have asked this before and have never gotten an answer.  So perhaps I am straying into politically incorrect areas.  Is there any way, short of buying a new version I can divorce myself from best buy.  I do not like their subscription requirements, and their close proximity to bankruptcy.

Kudos0

Re: Norton AntiVirus 21.0.1.3 Crashing

I believe as long as you purchase a new product and product key, you would be 'divorced' from Best Buy when you activate with the new key. This would be because the new key would have nothing to do with Best Buy.

You might get some nag emails about subscription expiry, but you could ignore those, and they should quit about 30 days after your subscription expired.

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

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