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Kudos3 Estatísticas

LONG STORY: Norton BSOD me when I use Truecrypt

I've had Norton and Truecrypt together for about a week now and they worked together fine, they both stayed out of each others way.. Yesterday, that changed. No, it might of even started the day before yesterday. Allow me to start there since it might help find out the issue. So, on that day, I downloaded a file, Norton flagged it(WS.Reputation.1) and removed it, I disabled Norton and downloaded it again thinking Norton made a mistake, ran it on VirusTotal.com, and 7 anti-virus programs detected danger(most of them called it a Trojan).and the file stopped being read after  the 7th positive detection. So I deleted it, ran Norton immediately, downloaded and ran Malwarebytes and they both showed no Trogan on the computer. My computer started showing symptoms of a Trojan(slowing down, not being slow to load websites, etc) this was while Norton was doing a full system scan. After the scan came up clean, file thumbnails soon started going blank(they had a blank page icon) and some even vanished all together, like Recycle Bins. Even my Chrome browser stopped loading, it wouldn't even load the settings page. So, I panicked, restarted the system, logged back on and guess what? Norton was gone. It failed to start and wouldn't respond to my request to run. It was showing up on Task manager's list of programs running but not on the list of active programs. 8 or so minutes later, just as I am about to restart, Norton suddenly ran an autofix. Then I restarted.again and everything was back to normal.

Forward to a day later, I try and mount a PNP Truecrypt folder to view a few documents before I leave overseas, and just as I opened the mounted folder and started to scroll, I got a BSOD. The error said "PNP_DETECTED_FATAL_ERROR." I thought it was just a weird mistake, so I logged on, and tried again...same error. I then fitted with the settings and tried to get my files out of that Mount but everytime I even tried to move a file an inch, I got the BSOD. I couldn't open the folder after mounting because I'd get a BSOD. I got 8 of them before I gave up and ran a BSOD viewer. They all showed that the driver that caused it was either SRTSP64.SYS or BHDrvx64.sys and it originates in ntoskrnl.exe. The BSOD's also shared the same bug check code of 0x000000ca and parameter 1 of 00000000`00000002. 

I elected to then uninstall Norton, and remove the files. It worked, I got no BSOD. So I assumed the issue was over and mounted them again then installed Norton back.

Forward to today, I move the Mount to an old external(formally internal) HDD I found. I encrypted some space on that HDD and attempted to add my files over there to the external drive so I could bring them with me overseas. The moment the files touched that HDD, BSOD! She came back. Same error, same driver, same location. What do I have to do to get Norton to get along with Truecrypt short of uninstalling Norton for a refund? I don't want to do that since I really like Norton but this is getting annoying and I don't want my brand new computer to be damaged by repeated BSOD's. 

This desktop computer is only 1.5  weeks out the box, so it can't be the computer.

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Kudos7 Estatísticas

Re: LONG STORY: Norton BSOD me when I use Truecrypt

Hello,

I can see some of you have already received the patch and so far the feedback is positive. For more details, you can read the official announcement here.

I'm wanted to thank you all on behalf of the Norton team for your patience while we were working on this patch. All your feedback was welcomed and will certainly be taken into consideration while we continue to focus on the constant improvement of our services and products.

Finally, I wanted to extend a special thank you to those users who were supportive and understanding of my own interventions here. It certainly is very rewarding to interact with customers who are able to keep up a good and professional relationship with their points of contact regardless of the issues that they are facing.

Have a great day!

Respostas

Kudos0

Re: LONG STORY: Norton BSOD me when I use Truecrypt

ispalten:

Now if the "backend sever" (I assume "server") was not related to the BSOD, which I assume it is NOT the case as the files on our computers caused the BSOD, WHY wasn't the fix for the BSOD put out sooner? Inquiring minds want to know.

I have to admit I had the same thought when I first saw the announcement. I was surprised to see so "few" things addressed by this patch. I had assumed that one of the reasons for the seemingly interminable delay was that there were going to be some other "major" things bundled and perhaps to Norton it made sense to roll it all out at once rather than do it over and over. But this makes it seem like the few "backend" fixes were the add-on, not the other way around. I still have no idea why it would be so difficult to fix the BSOD problem when it seems pretty clear the the Norton driver SRTSP64.SYS  was at fault.

But that's just my non-expert opinion of course. 

Kudos0

Re: LONG STORY: Norton BSOD me when I use Truecrypt

Hello

Usually the patches that come out that change the version number do include a number of different fixes for different issues. Being that this was the only issue that got fixed by this patch shows the importance that this issue had to Norton. I'm not trying to make excuses for Norton as I agree it did take a long time to come out with this patch. I happened to be one of the first ones to get the patch which is done randomly btw. I had the patch about 5 or 6 hours before the announcement came out. During that time, I had no idea what was in the patch.  I  didn't know if this issue was being addressed or not. All I knew was that the patch had come thru when I tried manual live update as I do  many times a day even though I do have automatic live update enabled also. I did tell Norton that the patch had started to download. It took time before the announcement was posted and I saw this was the only thing in the patch. All of the patches have some backend fixes in them as do most products when they update.

For those who don't know, Gurus do have ways to contact Norton which was how I got Liliana to help out with this issue. Even though I wasn't affected by this problem doesn't mean I didn't care about this problem. I'm a Norton Fighter and man, did I fight to get this patch out sooner and to get it fixed. If any of you want to post your comments about how the patch downloaded or any problems with the patch and good or bad feedback, there is another thread about the Patch in this Forum where you can post. Those comments help the Teams involved to decide if they can continue with the downloads or if they have to stop the patch. If you find that this patch caused other problems, that is the thread to report those problems.  When I looked at that thread last night, I only saw good things which in my opinion would give them a good telemetry.

This is the link if you want to check out the feedback for the patch so far.

https://community.norton.com/en/comment/6316461#comment-6316461

Success always occurs in private and failure in full view. Windows 10 Pro 64 bit 2004 N 360 22.20.5.39 Chrome latest version.
Kudos0

Re: LONG STORY: Norton BSOD me when I use Truecrypt

I had the same problem with Truecrypt with Norton Security 2015 installed in French. Now it is solved with the latest English version. I had installed Norton in French and as of today 2015.04.11 LiveUpdate in Norton would not update to the version 22.2.0.31 probably because the patch was not yet available in French. I uninstalled my French version of Norton, Then I installed an English trial version which I activated with my key and updated using LiveUpdate. Now I have the 22.2.0.31 version and so far I have been able to use TrueCrypt again. Thanks to all for having posted and thanks to Symantec to have responded.
Kudos0

Re: LONG STORY: Norton BSOD me when I use Truecrypt

Hello waykool.user

Welcome to the Norton Community Forum

Yes, the new patch 22.2.0.31 is being given out in a phased in manner which means a  few at a time will receive all parts of the patch which will require a reboot. Fast Startup should be disabled to get a better installation. After the telemetry is favorable, then the rest of the English language users will get the new patch. I would say probably some time next week, perhaps the other languages will be given out. This is just my opinion and nothing official yet. Since it is the weekend, I won't hear anything official about it. Thanks.

Success always occurs in private and failure in full view. Windows 10 Pro 64 bit 2004 N 360 22.20.5.39 Chrome latest version.
Kudos0

Re: LONG STORY: Norton BSOD me when I use Truecrypt

@all4fun

I just came back to NS in French after a temporary downgrade to NIS because of the famous BSOD problem. The NS in French software remains in the version 22.0.0.110 even after LiveUpdate and reboot but this seems logical as the version 22.2.0.31 is being released in a phased manner. As French and German are not available yet (but should be in a few days), LiveUpdate is probably smart enough to not allow us to upgrade to 22.1.0.19 if we can’t go straight to the 22.2.0.31 version yet.

If I’m not wrong, it’s exactly what you see with the German version. So let’s be patient a few more days and we’ll be able to upgrade to the latest release soon…

Kudos0

Re: LONG STORY: Norton BSOD me when I use Truecrypt

NS 22.2.0.31 has just been released for the version in French. I jumped from 22.0.0.110 straight to 22.2.0.31 with LiveUpdate and a computer restart. I made a test mounting 3 TrueCrypt volumes simultaneously (from a network drive and a USB flash drive): no BSOD problem anymore.

Thank you to the Community Members for their comments on the topic and to Symantec for the new version.

Kudos0

Re: LONG STORY: Norton BSOD me when I use Truecrypt

Hello, thanks to everybody, I've just received the NS spanish versión 22.2.0.31. Tested with veracrypt, all works correctly. Thaks again.

Kudos0

Re: LONG STORY: Norton BSOD me when I use Truecrypt

Confirming that 22.2.0.31 now are available for Swedish NS. Tested with TC 7.1a, no problem or BSODs so far.

Many thanks to all gurus and users in this thread and also to all the symantec staff who solved this problem.

Kudos0

Re: LONG STORY: Norton BSOD me when I use Truecrypt

Just downloaded the German NS 22.2.0.31 and tested it with my Steganos 2014 safe and the Windows 8.1 64-bit machine. Everything is working as it should now.

Thanks a lot!

Kudos4 Estatísticas

Re: LONG STORY: Norton BSOD me when I use Truecrypt

Hello All Users who BSOD previous to new Patch

I am really so glad that all of you who stuck it out with me and Symantec are able to use your encryption programs with your virtual drives now. I know you don't think I was really much help in this thread, but most of my help occurred in places where you couldn't see it.  I don't use encryption nor virtual drives, but that doesn't mean I didn't care about this issue. I know how it feels to have a problem with your computer and it isn't anything that I could fix on my end. I am neither a Symantec Employee nor an Employee of anyone else. You can see how much you users mean to Symantec since this is the only thing that this patch fixed. I know it took so darn long to get this patch ready for release, but I think you are satisfied with it now. I really hope in the future you won't have any more major problems like this one.

If you have any more problems with your computers having to do with Norton, please let me know so I can inform Norton about the problem. I am a volunteer, but I am more dedicated to this then probably some Employees.

Success always occurs in private and failure in full view. Windows 10 Pro 64 bit 2004 N 360 22.20.5.39 Chrome latest version.
Kudos0

Re: LONG STORY: Norton BSOD me when I use Truecrypt

I don't think anyone should be 'Thanking Norton' for finally repairing a computer crash and BSOD problem caused directly by a bad Norton patch to Norton Security Code in December. 

It would be like saying "thanks for screwing up my computer for only 4 months Norton!  Well Done!  That's great Norton quality coding and testing and super client support!"

Remember it WAS Norton itself who created this problem.  Norton Security code worked, then they patch it  - causing computer failures, and finally get around to repair that coding fault 4 MONTHS  later.  Or Think of it this way:  Norton installed some very evil and destructive code into their product and let it sit there actively causing computer failures for 4 months.

And for many of us it took hours of OUR time to troubleshoot the crash down to Norton Security itself.  Gee thanks again Norton !

I for one will NOT be purchasing Norton again after this (and many other) Norton failures.

Norton is just an average protection program, in the tests I've seen, it is no better than the higher ranked competition, and in some tests it ranks worse than the others.  At least the competition did not crash my computer, as Norton did.

So I've lost all confidence in Norton's ability to respond to not only their own product's failures, but also their ability to fully test code before pushing it out to customers (remember that Norton update that crashed Internet Explorer a couple months ago),  and because of all this I've also lost confidence that Norton fully protects my computer.

If it takes Norton 4 months to fix their own coding problem - they caused it, they know the good code before the bad patch and the bad code they inserted into their own product - how does anyone think they can quickly and accurately respond to new complex threats?

Massive layoffs and splitting the company in two must be causing Internal havoc and chaos... and some pretty damn poor coding and testing in Norton products.  Half my computers are now using a competitor's product and they run and protect just fine.  Once I finish out the already paid for Norton year, I'm done with anything Symantec or Norton.  They are no longer  the quality companies they were in the past. 

Kudos0

Re: LONG STORY: Norton BSOD me when I use Truecrypt

Thats right, Goreski..
I too am thinking to stop recommending Norton products.

Side note : Even after its official release, the product has not been released worldwide, which reduced the no. of people affected.
regards, CV | There is no ONE TOUCH KEY to security . Be alert and vigilant. . | Always have a Backup Plan!
Kudos0

Re: LONG STORY: Norton BSOD me when I use Truecrypt

I received this email yesterday. I wonder if it is a trusted email.:

Hi,

We appreciate your interest in the quality of Norton products, specifically around the “BSOD with TrueCrypt / Encryption & Norton [LONG STORY: Norton BSOD me when I use TrueCrypt]” issue that you commented on in our Norton Community – https://community.norton.com

As a thank you for reporting this issue to us, we are offering a subscription extension for your Norton Security and Norton Security with Backup.

Please confirm that your Norton Account email address is the same as the one registered with Norton Community. If this is not your Norton Account email address, Please reply to

Mohanakrishnan_G@Symantec.com


from the Norton Account Email address to confirm you are the owner of the account/address.

Please include your forum USERNAME in the email for clarification.
 
Please Note: For the safety and security of your personal information, do not send any passwords or activation keys via email.
Thank You for helping us build better products.

Please let me know if you have more questions.

Thanks
Mohanakrishnan G  [Mohan_G]
Norton Forums Administrator @ community.norton.com
Symantec Corporation

Kudos0

Re: LONG STORY: Norton BSOD me when I use Truecrypt

Yes, it is legitimate.

Windows 10 x64 22H2 | Mint Cinnamon 21.2
Kudos0

Re: LONG STORY: Norton BSOD me when I use Truecrypt

As Krusty13 notes, it is a legitimate email. The same extension was offered to users with the long shutdown issue if they participated in thread outlining the problem.

Kudos0

Re: LONG STORY: Norton BSOD me when I use Truecrypt

Was this sent to everyone? My wife and I both complained in this tread and another (about MS Office 2010) failing? We did take the offer to extend NS 2014 until the problem was fixed. Did this mean we'd not get NS extended offer?

Kudos0

Re: LONG STORY: Norton BSOD me when I use Truecrypt

Hello ispalten

This offer was sent to those users who posted in this thread to tell Symantec about the issue. You will have to send Mohan an email if you have any further questions about this offer. The email address is at the end of ken1's post right above. Thanks.

Success always occurs in private and failure in full view. Windows 10 Pro 64 bit 2004 N 360 22.20.5.39 Chrome latest version.
Kudos0

Re: LONG STORY: Norton BSOD me when I use Truecrypt

All of us posted in order to make Symantec aware on this issue! I've used the hotline in addition (and posted the result out of the discussion here in this forum..)

I think, all of us who actively participated in this threat should get a compensation for the time where we could not use the product, which has been paid for one year and not just for half a year.

Kudos0

Re: LONG STORY: Norton BSOD me when I use Truecrypt

floplot:

Hello ispalten

This offer was sent to those users who posted in this thread to tell Symantec about the issue. You will have to send Mohan an email if you have any further questions about this offer. The email address is at the end of ken1's post right above. Thanks.

Will do. I assume we're 'eligible'?

Kudos1 Estatísticas

Re: LONG STORY: Norton BSOD me when I use Truecrypt

IIRC

Last time the emails went out over a couple of days. They have to gather the emails for all who complained about the problem before the fix was released. This can take a little time.

If you have not heard by next Tuesday or Wednesday you can try contacting Mohan using the email address above.

Also be sure you are checking the email address you used to sign up for the Community Forum.

Kudos0

Re: LONG STORY: Norton BSOD me when I use Truecrypt

Thank you to all the people here to put and kept the pressure on Norton / symantec to finally do this.

I am hopeful to see this issue FINALLY getting under control. 

It has been exasperating, with months of frustration.

I bought a ten licencse copy of norton many months ago, but was able to install only two because of this issue.

Again, thanks to all who worked on getting this resolved.

Kudos0

Re: LONG STORY: Norton BSOD me when I use Truecrypt

floplot:

Hello ispalten

This offer was sent to those users who posted in this thread to tell Symantec about the issue. You will have to send Mohan an email if you have any further questions about this offer. The email address is at the end of ken1's post right above. Thanks.

Is anyone willing to say what length of extension they were offered as part of this gesture?  I assume everyone got the same? 

Kudos0

Re: LONG STORY: Norton BSOD me when I use Truecrypt

floplot:

Hello ispalten

This offer was sent to those users who posted in this thread to tell Symantec about the issue. You will have to send Mohan an email if you have any further questions about this offer. The email address is at the end of ken1's post right above. Thanks.

Well, I did do that after the response you sent. Never heard back? So on 5/2 my wife wrote as it was her license, not mine, on her machine. Today around noon our time (5/7) she got acknowledgement that it was read. No reply though yet.

We both posted here and in the MS Office 2010 Starter thread so I'd think we should have been notified but were not. Awaiting a response to find out more I guess?

Kudos1 Estatísticas

Re: LONG STORY: Norton BSOD me when I use Truecrypt

I received 90 extra day's added to my licence this morning.

This was the email:

Hi, 

We have extended 90 days subscription for your Norton Security / Norton Security with BackUp product for reporting the “BSOD with TrueCrypt / Encryption & Norton [LONG STORY: Norton BSOD me when I use TrueCrypt]” issue in the forum and helping us build a quality product.

Please check your Norton Account or the Norton product and the additional days should be reflecting now.

Thank you for your patience. 

Thanks for your contribution towards Norton Products and the Norton Community Forum.

Thanks,

Mohanakrishnan G  [Mohan_G]

Norton Forums Administrator @ community.norton.com

Symantec Corporation

Kudos0

Re: LONG STORY: Norton BSOD me when I use Truecrypt

ken1:

I received 90 extra day's added to my licence this morning.

This was the email:

We just go it too.

However NS still shows around 234 days left, yet on the web site our account shows 3/25/2016? Even re-booted and the days remaining were not updated. 234 days gets us to around late Dec. which is when it had been set to expire before?

Kudos0

Re: LONG STORY: Norton BSOD me when I use Truecrypt

if you click on help (in the upper right) of NS screen, then click subscription status, it should connect and refresh the date. it did for me anyway.
Kudos0

Re: LONG STORY: Norton BSOD me when I use Truecrypt

rick_s:
if you click on help (in the upper right) of NS screen, then click subscription status, it should connect and refresh the date. it did for me anyway.

Thanks!!! That did it! Who would have thought to do that?

Kudos0

Re: LONG STORY: Norton BSOD me when I use Truecrypt

Got a 90 day extensions to my norton account.

THX 2 Norton & Mohanakrishnan G

Kudos0

Re: LONG STORY: Norton BSOD me when I use Truecrypt

Hello GeneJockey

You should have received 90 days added on to your subscription.

Success always occurs in private and failure in full view. Windows 10 Pro 64 bit 2004 N 360 22.20.5.39 Chrome latest version.
Kudos0

Re: LONG STORY: Norton BSOD me when I use Truecrypt

Its is a good news to hear all affected users have/were given compensation of some sort, eventhough the issue was a real mess....

Good luck out there people.....

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

Re: LONG STORY: Norton BSOD me when I use Truecrypt

I Am still experiencing bsod when i start Boxcryptor on mij Asus Transformer book T200 (since i updated to Norton Security). Due to another problem i reinstalled NS But the version remains on 2.2.1.09 and is up to date when i check for new version. My main pc is on 22.2.0.3.1 (same licence). How is this possible...This is the first time i respond on this forum because i saw the issue was known.

Kudos0

Re: LONG STORY: Norton BSOD me when I use Truecrypt

Norton is the best.

Kudos0

Re: LONG STORY: Norton BSOD me when I use Truecrypt

mswindoos:

I Am still experiencing bsod when i start Boxcryptor on mij Asus Transformer book T200 (since i updated to Norton Security). Due to another problem i reinstalled NS But the version remains on 2.2.1.09 and is up to date when i check for new version. My main pc is on 22.2.0.3.1 (same licence). How is this possible...This is the first time i respond on this forum because i saw the issue was known.

The Check for New Version will only look for a change to the major version number. ie from 21.x.x.x. to 22.x.x.x. As the update you are looking for is from 22.x.x.x to another 22.x.x.x, yu need to keep running LiveUpdate, rebooting as necessary until no more updates are found. You do not mention your OS, but if you use Win 8/8.1, an issue with Windows 8/8.1 is the Fast Start feature. With this enabled, you may not actually get a full shutdown, which is needed by Norton, and other programs, every once in a while to fully update itself. See this information from Windows Eight Forums on how to turn off this feature. http://www.eightforums.com/tutorials/6320-fast-startup-turn-off-windows-...

 

Kudos0

Re: LONG STORY: Norton BSOD me when I use Truecrypt

msw

I have the T200TA (Windows 8.1Update 4GB RAM & 64GB "drive") which I got in May. I have NSwBU on it and it is on 22.2.0.31

I just ran Live Update and it has not changed. New Version Check says I'm on the latest.

On my Desktop I'm multibooted with 7, 8.1U and 10 TP -- the last two have NSwBU on and while I've only checked 10 recently it's on .....124 or 125.

I don't use any additional crypto stuff and I don't think I've got the Norton Tool Bar active at the moment but I'll check later on since I have to go offline.

Just wanted to touch base with you. Shame they dropped the 11.6in screen model and have "too small" and "too large" only!

Kudos0

Re: LONG STORY: Norton BSOD me when I use Truecrypt

Hello

The latest version of Norton Security is 22.5.0.124. If Live Update won't update you to 22.5.0.124, then I would suggest that you have a chat with Customer Support and they can guide you to get to the correct version. Here is the free chat link.

.Please contact the free chat program by using this link.

http://www.norton.com/chat

Thanks

Success always occurs in private and failure in full view. Windows 10 Pro 64 bit 2004 N 360 22.20.5.39 Chrome latest version.
Kudos0

Re: LONG STORY: Norton BSOD me when I use Truecrypt

I'm using windows 8,1 on the transformer, but fast start wasn't the issue, my problem was solved in 2 chat sessions that took quite a while. But now ik see that my main PC under windows 7  is still on 22.2.0.31   instead of 22.5.0.124 live uodate also says it's up to date.  Think i'll need another chat session :-( i'll ffirst check the dual boot 8,1 installation and our laptop too.
 

Kudos0

Re: LONG STORY: Norton BSOD me when I use Truecrypt

I found out that the 22.5 update was issued worldwide yesterday.to prevent server overload it was done in phases i was alittle too quick. So in al couple of days everyone will get it..

Kudos0

Re: LONG STORY: Norton BSOD me when I use Truecrypt

mswindoos:

I found out that the 22.5 update was issued worldwide yesterday.to prevent server overload it was done in phases i was alittle too quick. So in al couple of days everyone will get it..

Yes I read that elsewhere.  Permalink  

I'll recheck my T200 later today.

How do you like the T200? Any problems?

If you are interested in discussing it you could start a new thread in Tech Outpost here which is the Forum for computing that does not involve Norton products directly, and I'll watch out for it and reply there.

Kudos0

Re: LONG STORY: Norton BSOD me when I use Truecrypt

Overall Quite satisfied with it. Shame it has only 2gb ram and 20gb for os& stuff.  Had to do weird stuff to get dropbox on the sd card and have 3gb fee now. Futheron i notice that browsing gets heavyer by the day. Firefox freezes often. Specially when battery is low. I'll consider starting a thread, think it's not the most obvious forum?

Kudos0

Re: LONG STORY: Norton BSOD me when I use Truecrypt

This forum is for things like you have posted, that involve Norton Security -- the new versions -- whereas Tech Outpost deals with anything computing even if not Norton related so hope to see you there.

This thread is closed from further comment. Please visit the forum to start a new thread.