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Kudos0

NortonSecurity.exe repeatedly crashes after about 1 minute

I have a clean Win7 (32bit) machine. Fresh Norton Antivirus install - runs for a little over a minute then crashes.

Spent 2 hours online with support - they took control of my machine, ran power eraser, deleted msaccess, checked I have latest version plus all updates etc etc. Still crashes. Level 1 support seems out of ideas :(

Here is what is dumped in the event logger (it is exactly the same every time):

Faulting application name: NortonSecurity.exe, version: 16.0.0.86, time stamp: 0x5a330277
Faulting module name: cltLMJ.dll, version: 15.12.1.16, time stamp: 0x5a7e2b75
Exception code: 0xc0000005
Fault offset: 0x00095ddc
Faulting process id: 0x1210
Faulting application start time: 0x01d3bb2c35be78d9
Faulting application path: C:\Program Files\Norton Security\Engine\22.12.1.15\NortonSecurity.exe
Faulting module path: C:\Program Files\Norton Security\Engine\22.12.1.15\cltLMJ.dll
Report Id: 9f3db925-271f-11e8-8f3f-001aa083584a

The next log entry is:

Fault bucket , type 0
Event Name: APPCRASH
Response: Not available
Cab Id: 0

Problem signature:
P1: NortonSecurity.exe
P2: 16.0.0.86
P3: 5a330277
P4: cltLMJ.dll
P5: 15.12.1.16
P6: 5a7e2b75
P7: c0000005
P8: 00095ddc
P9:
P10:

Attached files:

These files may be available here:
C:\ProgramData\Microsoft\Windows\WER\ReportQueue\AppCrash_NortonSecurity.e_7295e7f79261c9e712eb25b5f13b5732d5df7440_0a09fdb9

Analysis symbol:
Rechecking for solution: 0
Report Id: 9f3db925-271f-11e8-8f3f-001aa083584a
Report Status: 4

Any ideas on what the issue is ?

Given that (I believe) cltLMJ.dll is part of the product surely someone from Symantec can debug this ?

Labels: Windows 7

Respostas

Kudos0

Re: NortonSecurity.exe repeatedly crashes after about 1 minute

Hello Alan. This exception code: 0xc0000005 is one of the nastiest in Windows in that it stops your computer dead in its tracks thus not allowing the user to troubleshoot. Since the file cltLMJ.dll is a shared component library it more than likely is reading the same memory space as another system file. Boot your computer is safe mode and test for this occurring. If it does more than likely system files are corrupted. From an elevated command prompt run this command - sfc/scannow and allow it to check for issues with system files.

Other thoughts: Are you logging into the system with an account that has admin rights? Is Data execution security feature (DEP) enabled? Do you at least have service pack 1 installed on the system? Do you by chance have 7zip installed? There is a reported issue with the "context menu" causing similar system crashes on Windows 7. Also check your video drivers, the windows update versions have been known to cause BSOD issues with this similar code. This article may be useful for you: http://www.errorlive.com/exception-code-0xc0000005

Cheers

"From DOS to Windows10 what a journey it has been" / MS Certified Professional / Windows Server 2016 Essentials / Windows 10 Professional x 64 version 1903 / build 18362.356 / N360 Deluxe 22.19.8.65 / Norton Core v.282 on Android 2.00
Kudos0

Re: NortonSecurity.exe repeatedly crashes after about 1 minute

Hi SoulAsylum - thanks for taking the time to respond. I have some updates ......

I have an XP machine that exhibits the same problem - here is its event log:

Faulting application NortonSecurity.exe, version 16.0.0.86, faulting module cltlmj.dll, version 15.12.1.16, fault address 0x00095ddc.

I think this rules out the various suggestions you have made. This problem has only manifested itself on or after about 18th February.

I run Windows machines behind a proxy. As an experiment I moved the Win7 machine beyond the proxy, restarted Norton and waited. Two hours later all was fine, no crashes, all seemingly perfect.

WITHOUT reboot I moved the Win7 machine back behind the proxy (obviously changed settings to reflect this) and checked for updates etc. All is fine a further 2 hours later.

What this suggest to me is that during the startup phase of NortonSecurity there is an issue with being behind a proxy.

I've run wireshark and looked at all the network traffic. Nothing obvious leaps out. dns requests and HTTP traffic to and from the proxy all seem ok.

All very odd ?

Kudos0

Re: NortonSecurity.exe repeatedly crashes after about 1 minute

Alan Make sure you have your proxy properly configured using these instructions: https://support.norton.com/sp/en/us/home/current/solutions/v15707976_ns_retail_en_us

Cheers

"From DOS to Windows10 what a journey it has been" / MS Certified Professional / Windows Server 2016 Essentials / Windows 10 Professional x 64 version 1903 / build 18362.356 / N360 Deluxe 22.19.8.65 / Norton Core v.282 on Android 2.00
Kudos0

Re: NortonSecurity.exe repeatedly crashes after about 1 minute

Thanks for the prompt to look at the settings again.

What I found was that the Norton engineer (who had control of the machine) had left the "Automatically detect settings" box checked - I only modified the proxy section.

Unchecked the aforementioned setting and so far (touch wood !) things are working as expected.

If this is the resolution then it rather begs a question about being able to set conflicting options in the settings dialog which manage to crash the product - not a great piece of engineering IMHO ! I note the comment at the start of the dialog "Automatic configuration may override manual settings  ....." (my bold)  - I cannot really conceive of a situation where manual and auto could/should co-exist, can you ? Wouldn't it be better to have either one or the other or at least flag up a warning when you close the dialog. In any event messing with options should not be able to crash the product.

Again, thanks for your time responding.

Kudos0

Re: NortonSecurity.exe repeatedly crashes after about 1 minute

Glad to hear that your issue is resolved. Using a proxy DOES require manual settings thus will override automatic settings. If you feel the issue was resolved please by all means mark the thread as solved so others may then see the solution.

Cheers

"From DOS to Windows10 what a journey it has been" / MS Certified Professional / Windows Server 2016 Essentials / Windows 10 Professional x 64 version 1903 / build 18362.356 / N360 Deluxe 22.19.8.65 / Norton Core v.282 on Android 2.00
Kudos0

Re: NortonSecurity.exe repeatedly crashes after about 1 minute

Yes, seems to be resolved on the Win7 machine ...... however not the solution for the XP machine which unfortunately keeps failing as mentioned before despite (as far as I can tell) identical setup.

On Xp there seems no effort made to restart NortonSecurity automatically (earlier the Win7 machine did try a few times).

I cannot believe it will make any difference but I plan to shift the Xp machine outside the proxy (as I did for Win7) and then, if it survives for a couple of hours bring it back behind the proxy. If this does "cure" the problem then I will be completely mystified !

After this experiment I'll close this thread down as a solution (for Win7) and if necessary start a fresh one.

Accepted Solution
Kudos1 Stats

Re: NortonSecurity.exe repeatedly crashes after about 1 minute

As illogical as it may seem - moving my Xp machine outside the proxy, running for a number of hours (successfully) and then bringing back behind the proxy (together with the necessary config changes) and running for a further few hours looks to have solved the crashing issue.

My best guess (as daft as this sounds). Installing the product behind a proxy does not quite complete correctly (this is not reported at all) particularly if there is some clash in the configuration (conflict between manual and auto settings - I think the dialog should prevent this or as a minimum produce a warning). The fix, at least in my case was to move the machines outside the proxy, run for a while and then bring them back behind.

One further point of note. If you try and run a Quick Scan and you get the message back something like  "you have no internet connection", "do you want to run a limited scan" AND you know you have an internet connection (via a proxy) check out your DNS. I discovered that Norton does not send all its internet traffic through the proxy, it issues DNS requests directly (it assumes there is a DNS server to satisfy these).

I don't know why it is doing this - should it ? Are there any security implications ? The message from Norton could have been a lot better (informative).

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