LONG STORY: Norton BSOD me when I use Truecrypt

Antibluescreen:

It dont seem too hard to fix the issue, I wonder why they wont provide a fix.
 

Hello Antibluescreen

Do you have a fix for the issue other than uninstalling Norton Security or Norton Security with Backup? Please share your fix. 

Hear, hear Michael. As a retired system analyst/programmer I can say without hesitation that there is no way that a fix for this should take this long. Especially since they know the code that broke it.

Um, Michael Gore. Being rude and abusive to Gurus on this forum, will get you NOWHERE.

We are users just like you, NOT Symantec employees, and volunteer our time to try to help other users.

Any more abuse, and you are likely to be banned from the forum. Read the forum guidelines.

https://community.norton.com/en/forums/participation-guidelines   If you wish to stay here, we ask you abide by them.

Hello,

I'm sad to see that this discussion has gone in such a negative direction. I'm not going to place myself on anyone's side here. I'm going to speak to all. I totally understand that many of you are frustrated with this issue, but I would ask that all of you make an effort to respect each other's views. If someone is insisting Norton is not working on this despite the fact I have stated we are, that they are sure we don't care - their opinion is to be respected. In the same way, if someone expresses their belief that we are working on this - their opinion is to be respected as well. I ask everyone who is feeling upset with other forum users to take a step back, relax let go.

We are still working (yes, actively) on that patch and it will be included in a future update to be announced as soon as possible. I can't announce that ETA but as time goes by we are getting closer... 

Thank you all

Norton please provide a date... Like everything in project there is a estimate date.   How is right to just keep on saying "we are working on it" for the pass 3 or 4 months....It makes absolutely no sense this fix would take this long.

Hello Antibluescreen,

Yes, like in everything else, there is a date, however it is against our policy to divulge that date, because like in everything else, dates may need to change also.  This is a standard policy we apply to any fix and any situation. Unfortunately this fix has taken more time than we would have wished for, but there were specific reasons behind it. We have no interest in delaying a fix and no interest in frustrating our customers. If we have been taking this long, it's because we had to.

Thank you for your understanding

Specific reasons? I hope they will explain them here after the future fix has been released. No interest in delaying a fix? But perhaps not enough manpower to produce one? No interest in frustrating our customers? But hopefully an interest in satisfying them...

Thank you for your understanding? Do we have another choice? I think all the contributors in this thread bought NS 2015 and now have that specific problem. And we all may have read the statement that the Antivirus product is no moneymaker anymore. That should have been a good hint...

Still using NS 2015 on three machines with the restrictions of switching off Antivirus at certain times. I do not want to waste my money, so I stay with Norton as long as the subscription goes. But afterwards, I will move on. Even if Antivirus products are said to be slow against virus or trojan attacks, one is expected to have them installed on a machine - e.g. if one uses it for online banking.

Add me to the list of those waiting for a fix. Just purchased a year of Norton antivirus and ran into the BYOD right after Install. while searching for a solution found this thread. Hopefully a fix is soon; although it appears by the dates that the issue was reported over three months ago. Same as others using Windows 8.1

Liliana_Gaspar:

Hello Antibluescreen,

Yes, like in everything else, there is a date, however it is against our policy to divulge that date, because like in everything else, dates may need to change also.  This is a standard policy we apply to any fix and any situation. Unfortunately this fix has taken more time than we would have wished for, but there were specific reasons behind it. We have no interest in delaying a fix and no interest in frustrating our customers. If we have been taking this long, it's because we had to.

Thank you for your understanding

Hi Liliana

What follows isn't directed at you; it's aimed at anyone in Symantec's management team who has a KPI/KRA based on the Norton product's release date that affects them personally. You're just the messenger and I thank you for taking the time to respond.

To clarify, the standard policy is applied to any date situation except for the product's release date. The product release date appears to be locked into the month of September and the new Norton product will be released during that month regardless of whether it is ready or not. The issue of failing to fix any unresolved technical debt incurred by previous versions of the Norton product was raised quite early during Norton v22 beta testing.

While it's noble to say that Symantec has no interest in frustrating their customers, this intention often fails in practice. Please read the following thread in it's entirety (including all of the cross-reference links):

https://community.norton.com/en/forums/sonar-and-cloud-scanning

This SONAR issue was raised within a few days of the initial Norton v22 beta release. The lack of any response, to date, from Symantec regarding this issue has been staggering. Why are we discussing an issue like this with a released Norton product? Why wasn't this issue addressed during the Norton product's beta testing cycle?

Timely and informative communication from Symantec regarding unresolved Norton product issues would be appreciated by Norton Community forum members. It would go a long way in terms of addressing the inherently hostile user responses displayed in threads like this one.

Goreski:

First let’s get a couple things straight.  I have ZERO tolerance for what I perceive to be bullying or intimidation, or the like, by anyone in a company with which I do business.  This includes unpaid helpers for that business.  I have ZERO tolerance.

The reply to AntiBlueScreen,  was not an honest reply,  not helpful at all, but was a reply that was made only in order to bully, intimidate, and degrade.  In my opinion.

While I will admit that the the reply from floplot that seems to have started this thread-within-a-thread was certainly on the sarcastic side, so too will I say (in my opinion) that the post from antibluscreen that prompted it was trivial, unhelpful and uninformed. Frustration on all sides to be sure.

That said, I have seen ZERO, I repeat ZERO posts that I would consider to be bullying or intimidating. Except for your own, Mr. Gore, that is.

Maybe bullying is not the right word, but your recent posts are surely the most aggressive, by far, that I have seen in this whole sorry thread. Pot, meet kettle.

I bought a new Norton subscription a few days ago, and also started having this issue yesterday. Quick search led me here.

I've been searching through this thread, and to say the least, it is shocking that this issue has been around for 100+ days.

A few observations:

• Supposedly, there are Norton employees reading this thread. In most companies, the employees that browse forums don't really have any real power to do anything. They are usually messenger employees that track and enter bugs into the system, read release schedules, and report back to the customers. This is more or less their job description.
• The managers or engineers that actually work on these problems don't usually browse forums, and as far as they are concerned, this is just yet another defect id in the system. If these guys are not taking this issue seriously enough, that just means that the front line messenger employees are not conveying the urgency of this issue with enough force. It's tough sometimes, since the engineers sometimes tend to "ignore" frontline employees (internal politics/perceptions), but the frontline guys need to speak out more in the internal meetings to really push the severity of this issue.
• The customers that use encrypted drives and complain about it are usually "high impact" / technically saavy customers. Such customers usually have a lot of say with their friends and families who also use computer products. And so making these customers unhappy probably has a multiplier effect wrt other customers in terms of future business.
• As a SECURITY COMPANY, causing a BSOD for a customer using another SECURITY product is just in poor taste.
• Having a BSOD in the system for almost 4 months (of a 1 year subscription) is in VERY poor taste.
• As for the Gurus. I trust when you guys say that you are not Norton employees. But I have to ask, given the force in which you defend Norton. Do you guys work for another company (e.g. subcontractor) that Norton has hired to "help" on its forums? So, strictly speaking, you are not Norton employees, but you are still paid by someone else who "work" for Norton?

Thank you.

Gene Jockey:

While I will admit that the the reply from floplot that seems to have started this thread-within-a-thread was certainly on the sarcastic side, so too will I say (in my opinion) that the post from antibluscreen that prompted it was trivial, unhelpful and uninformed. Frustration on all sides to be sure.

That said, I have seen ZERO, I repeat ZERO posts that I would consider to be bullying or intimidating. Except for your own, Mr. Gore, that is.

Maybe bullying is not the right word, but your recent posts are surely the most aggressive, by far, that I have seen in this whole sorry thread. Pot, meet kettle.

Essentially I concur with your observation. However I would add the Mr Gore is placed on the inside looking out, actually having to deal with 3 months+ of this dismal situation. I would expect a higher level of frustration from that.  I have separated myself from this frustration by ridding myself of NS. Praise be!

As for the Gurus. I trust when you guys say that you are not Norton employees. But I have to ask, given the force in which you defend Norton. Do you guys work for another company (e.g. subcontractor) that Norton has hired to "help" on its forums? So, strictly speaking, you are not Norton employees, but you are still paid by someone else who "work" for Norton?

 I can only speak for myself. I have never worked in high tech. I worked for 35 years in non tech retail. Currently retired. So no remuneration of any kind from Norton.

I initially came here to find a solution to a problem, and just kept posting once I gained confidence in my experience with the products. After some time I was offered the position of Guru.

Although we are passionate about the products, you will still see many posts from us that point out shortcomings in the products when we see them.

Gene Jockey:

I think we are all in the same boat - inside looking out - and all of us are frustrated

 Although unsaid in my message, I was implying that GURUs are probably in the situation of being on the outside looking in and so would be much less frustrated than Mr. Gore, if at all ,they not having  actual BSODs in their faces. I don't recall any claiming to have been stricken by this issue. So I would expect a somewhat better demeanor on their part and understand Mr Gore's huge frustration level. Again, I stepped away and am now trying to plan future implements.

rebel49:

 Although unsaid in my message, I was implying that GURUs are probably in the situation of being on the outside looking in and so would be much less frustrated than Mr. Gore, if at all ,they not having  actual BSODs in their faces. I don't recall any claiming to have been stricken by this issue. So I would expect a somewhat better demeanor on their part and understand Mr Gore's huge frustration level. Again, I stepped away and am now trying to plan future implements.

OK sorry, I missed that inference. My bad .  And yes I take your point.

Elsewhere...

Thank you for this contribution  !!  Both the material presented is excellent, documented and clear,  and the non-fix on this side-topic very scary..  I suggest EVERYONE HERE READ THE LINKED MATERIAL.  When flaws are found and documented, we all expect them to be addressed quickly, and correctly... seems we here in the Virtual Drive BSOD thread are not alone with delays in coding fixes. 

With so many of us are having lengthty unresolved Norton Security Code problems, one wonders what the heck is going on at Norton and how severly they were impacted by the layoffs and future Company split-up.  Regards, Michael Gore

This makes me wonder if Norton folks use their own product?!? How can they not fix this after all this time?! Both my windows 8.1 machines are affected. Thankfully my win7 machine is not, and it is now my main-use pc because of this. They "EOL" N360, so reluctantly we buy an "upgrade" to NSwB since they claim NS is a new product and therefore can't transfer remaining N360 subscription days unless the new program is purchased. Come to find out, the newly released NS has shutdown bugs. and after long wait for that fix, they release a patch, that now breaks other things! so now we are left to wait for a patch to that patch. Why can't they go back and look at that prior fix to see what is causting this new issue? - clearly it's something within that long-shutdown fix. I am not about to go thru the "workaround" of uninstalling-then-reinstalling-prior N360, then uninstalling and reinstalling NS. Thankfully I have a win7 machine that I can use with my encrypted stuff, or I too, would be very irate! I am wishing now that I didn't buy this "upgrade" and transfer my 300+ remaining sub days to NS. Been a Norton user for over a decade but this has me considering jumping ship. but I guess they could care less, as I already paid.

I don't want to throw FIRE on this discussion, but our copy is going to end (NIS 2014) that was the 'replacement'  for NS on 3/31. Is this going to be fixed by then or not? If NOT, what will be done to extend NIS 2014 further?

That's a good question,  do Norton use their own product?

On March 12, Liliana informed me by PM that she extended my temporary NIS 2014 license from March 31 to April 5 (as she planned to be out of the office around March 31). As I did not hear anything new, I assume that the expected fix will be published very soon.

Hello,

I have a similar problem, Norton BSOD me when I use VeraCrypt, the son of TrueCrypt.

I hope the desired fix arrive son.

Best regards.

I have been waiting für more than 3 months 

I asked Norton for a refund, because the company is not able to fix the problem.

I got the answer, that a refund is only possible within 60 days.

That's not, what The people in this Forum have promised.

Thank you Symantec

Now I got The PM from Liliana,

the policy of Norton is a 60-days-refund-possibility and that's it.

Maybe Symantec is forced not to support Crypt-Software, so now I Switched to a german Anti-Virus-Company.

... No Blue-Screen

I think Liliana_Gaspar has clearly announced that “it is against our policy to divulge that date (for the fix)”, and also it seems to be against Symantec's policy to reveal details about the bug/fix. I disagree with Antibluescreen's plea: “The reason why this is taking so long is because its in low priority.”

I think we have to respect their choices, but in my personal opinion it would be a benefit for the company to be a bit more open to their customers. Personally I am not affected of this bug, but I am really concerned about Symantec's image with respect to v22 (the change of license rights (upgrade), the long shutdown time, the BSOD, and ….

But overall I am very confident with Norton after having migrated from another well-known IS vendor; I do not want to go back. This week is exiting............

Folks I think Liliana is  telling us all she can according to Norton policy, and that she is working, in some ways, on our side here.    She is the Messenger, not the problem, and she must keep to very strict  Symantec/Norton policies as that what's she is hired to do.  I'm sure she is frustrated knowing the BSOD code has not been fixed yet herself...  not nearly as  frustrated  as we who actually purchased Norton Security and expected it to work are...  Liliana has provided the only work-around me have, returning to NIS 2014, which I am thankful for.

So in dealing with her, take a step back and a deep breath, and make sure what we may have though was said, is actually the exact case, and verify it first.   Since she is the only Norton employee responding to us, she can be an easy target for our frustrations.  We all who actually have the Virtual Drive  problem ourselves are frustrated beyond words, but again Liliana is the messenger not the problem.  Get angry at Norton management, the PM in charge of NS coding and repair, the head of Customer Service, the quality of coding and testing, and so on. Get angry at the Company. Make sure this thread and such stays active and won't go away until a repair to some very evil destructive coding within Norton Security is made, and someone in Management explains to us (and everyone else) how the hell it takes nearly 4 months now to repair Norton-caused computer crashes... and why, with this level of Company  concern for Customers and computer crashes caused by Norton code, anyone would want to buy and use Norton in the future.

regards to all

Michael Gore

San Francisco