Solved.
Kudos0

Help! NIS Update Has Led To The Blue Screen Of Death

I have a system with Windows 7 Home Premium SP1 and my NIS is updated to the latest version. After getting this last update Installed I have started facing the blue screen of death issues.

Just after the installation the blue screen came up and system restarted;

Secondly, the blue screen comes up on its own at different times and system starts again..

Thirdly the blue screen also comes up if I press certain buttons in the NIS like(Scan Now, Manage, etc.)

I have tried to remove the NIS and re-install it but the listed above issues are still there.

On the blue screen it also points to a file named igdpmd64.sys

Request your immediate help regarding this problem.

- DB

Accepted Solution
Kudos0

Re: Help! NIS Update Has Led To The Blue Screen Of Death

The problem was because of a Windows update. Thanks for your help.

Replies

Kudos0

Re: Help! NIS Update Has Led To The Blue Screen Of Death

I have a system with Windows 7 Home Premium SP1 and my NIS is updated to the latest version. After getting this last update Installed I have started facing the blue screen of death issues.

Just after the installation the blue screen came up and system restarted;

Secondly, the blue screen comes up on its own at different times and system starts again..

Thirdly the blue screen also comes up if I press certain buttons in the NIS like(Scan Now, Manage, etc.)

I have tried to remove the NIS and re-install it but the listed above issues are still there.

On the blue screen it also points to a file named igdpmd64.sys

Request your immediate help regarding this problem.

- DB

Kudos0

Re: Help! NIS Update Has Led To The Blue Screen Of Death

Hi @ma_db 

Welcome to the Norton Community! 

 

Thanks for reporting this issue. I would like to know more information to proceed with it

  • May I know the exact build number of NIS?  [21.1.0.18 or 21.0.2.1]
  • Could you please tell me how you updated NIS to the latest version? Did you click on support -> 'New version Check' ?

Please give us any other information that you think will help.

I've also sent you a Private Message  requesting logs. Please check it when you get a chance.

Mohanakrishnan G | Norton Forums Administrator | Symantec Corporation
Accepted Solution
Kudos0

Re: Help! NIS Update Has Led To The Blue Screen Of Death

The problem was because of a Windows update. Thanks for your help.

Kudos0

Re: Help! NIS Update Has Led To The Blue Screen Of Death

Glad you were able to spot and fix the problem.

Mohanakrishnan G | Norton Forums Administrator | Symantec Corporation
Kudos2 Stats

Re: Help! NIS Update Has Led To The Blue Screen Of Death


ma_db wrote:

The problem was because of a Windows update. Thanks for your help.


Could you tell us which update it was since that could help all of us .....

Any more background on how you tracked it down would help too.

Kudos1 Stats

Re: Help! NIS Update Has Led To The Blue Screen Of Death

I nearly bet it was the Windows Update KB2670838 from 28.02.2013 for the Internet Explorer 10.

I also had this problems with my notebook (windows 7 64 bit, switchable grafic) after the upgrade to NIS14, although the windows update is already from February and it worked fine with NIS13 all the time. After I have uninstalled this update everything works - no bluescreen any more!

At my desktop-PC (also windows 7 64 bit, no switchable grafic) I had no problems at all.

Kudos1 Stats

Re: Help! NIS Update Has Led To The Blue Screen Of Death

 Thats correct. I had the same issues as written above & it's to do with switchable graphics.

Kudos0

Re: Help! NIS Update Has Led To The Blue Screen Of Death

Thanks for the confirmation ....

As I keep on reminding people here: It isn't always Norton !

Kudos0

Re: Help! NIS Update Has Led To The Blue Screen Of Death

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I nearly bet it was the Windows Update KB2670838 from 28.02.2013 for the Internet Explorer 10.

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Hi, just wondering which version of IE you are running now because IE 10 cannot work without this update.

You cannot make work the parent 64 bit iexplore.exe process of IE 10, even without EPM enabled, with the absence of this update.

My guess is that something else is the culprit.

Regards,

Kudos0

Re: Help! NIS Update Has Led To The Blue Screen Of Death

Hi Apostolos, after uninstalling the windows update is IE9 on my laptop now, but i dont`t mind, cause my favorite browser is firefox anyway!

I agree, the blue screens were not caused by the windows update, cause it worked for more than six months without any problems with NIS13. After the upgrade to NIS14 the problems were starting! So at least a change in NIS14 was also culpable!

Regards

Kudos0

Re: Help! NIS Update Has Led To The Blue Screen Of Death

Hi huwyngr,

I don`t understand your conclusion that this is not Norton's fault at all. This windows update was working for more than six months until Norton's upgrade from NIS13 to NIS14. So finally a change in NIS 14 caused the problems!

Regards

Kudos0

Re: Help! NIS Update Has Led To The Blue Screen Of Death

Hi Guggi,

OK, all is clear now, you have reverted from IE 10 to IE9, however, I did the same thing on one of my systems, uninstaled IE 10 and went back to IE 9 but didn't uninstall the Windows KB update in question and I do not seem to have any issues with NIS 21.1.0.18 and my W7 x64 OS.

Regards,

Kudos1 Stats

Re: Help! NIS Update Has Led To The Blue Screen Of Death

Hi Guggi .....

<<  I don`t understand your conclusion that this is not Norton's fault at all. This windows update was working for more than six months until Norton's upgrade from NIS13 to NIS14. So finally a change in NIS 14 caused the problems!  >>

Because the OP said << Thats correct. I had the same issues as written above & it's to do with switchable graphics.  >> as well as << On the blue screen it also points to a file named igdpmd64.sys  >> 

While Microsoft has said in http://support.microsoft.com/kb/2670838 

<< Important Some portable computers that have a combination of Intel and AMD video cards in a hybrid configuration have drivers that are incompatible with this platform update for Windows 7 SP1 and Windows Server 2008 R2 SP1.

After you install this update and then restart the computer, the symptoms of this incompatibility are the computer crashes.  

This Stop error includes the text PAGE_FAULT_IN_NONPAGED_AREA and one of the file names: igdpmd64.sys or igdpmd32.sys.>>

And because if you Google on KB2670838 the first few pages of references are devoted to this problem ..... There's no indication that all the users reporting the problem are using Norton and I'd suggest it is statistically unlikely.

The reason I make the point is that this is not the first time that a situation has been encountered where a fault occurred when Norton was present (N360 was a classic a few years ago when it updated from V2 to V3) and did not when it was removed and the fault was occurring in third party applications such as PowerDesk or a couple of image editors as well as in Windows Explorer the file manager.

Uninstall Norton -- no problem; reinstall Norton -- problem ....

But it was eventually tracked that the third parties had not implemented the change and nor had Microsoft  so there was no problem until Microsoft did and the combination of the change in Windows and a program like Norton that had been updated with a third party application that had not implemented the change would cause the crash on that computer which no longer happened when the third party updated their program with a fix OR if an updated program was not there, ie Norton was removed.

Weird, but it's what logicians call a Post Hoc Propter Hoc fallacy: because A happens after you do B that A is caused by B ....

Clear now why I say "It's not always caused by Norton ..."

In this case it seems it only happens with a specific kind of graphics chipset AND the Windows Update .....

Kudos0

Re: Help! NIS Update Has Led To The Blue Screen Of Death

Hi Hugh,

thanks for your explanation. Hope you are right. And hopefully the third party does its job and I don't face blue screens then within a future windows update IE11 is published!

Guggi

Kudos0

Re: Help! NIS Update Has Led To The Blue Screen Of Death


Guggi wrote:

Hi Hugh,

thanks for your explanation. Hope you are right. And hopefully the third party does its job and I don't face blue screens then within a future windows update IE11 is published!

Guggi


Don't hold your breath!

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