Ancestry

Norton Security | Norton Internet Security
21

Hi

 

Some test results before I clear the cookies and reset IE.

 

I removed FlashPlayer, rebooted and reinstalled it. Java is not installed. Left the Cookies installed. Checked through the web pages - got any error about 11 pages through the census pages. Went to the page and only got part of the page shown, and other parts appeared as I moved the cursor over them. Tried to move back to the page with the signout option, which me need to jump back to one of the earlier pages and thne jump back again (right clicks on <= button). Got a Norton error and tried to jump back again - got a long wait. Tried again and got an error message that IE had crashed and it then reloaded the page. Jumped back and signed out, and then rebooted.

 

Tried again while running Task Manager. As I go through the pages, system memory is being used. Currently I am using 3.1GB, and it gets up to about 4.3GB and then gets a problem. It gets the Norton error and then going to the page just gets a black image with no data. Try move forward or back then and I get IE going 100% CPU for a period and having 1.27GB memory. After a timeout in the system, IE reloads the page and the saved memory is released. Then again moving forward works for 12 - 15 pages, with memory growing until it errors again. It either puts up a dialog in the centre of the display or shows it as a warning on the bottom 'ancestry.co.uk is not responding' with a 'recover webpage' button. The dialog then appeared saying that 'Windows was looking for a solution to the problem', the memory is released and the page then reloads. Even if I just view a page, go back to the list of images and open the next one, the memory still grows until I get an error. Also, I normally have several tabs open in Ancestry and I suspect that the problem occurs within the tab, as I can happily use the other tabs while the failed one is recovering.

 

I have just tried it with Chrome and the memory is not growing as I go through the images.

 

Checking through the system, the Adobe Flash Player was last updated on 4th December. NIS 2012 was installed in 1st January and the problem has only occured since then, and as far as I can tell since the last set of Windows updates on 11th January. There were some security issue fixes installed then, as well as updates to .NET 3.5 and 4.

 

I am wondering if are getting a problem between IE, NIS 2012 and Flash Player not releasing memory as it move from one image to another page, and then getting problems with the amount of memory that NIS needs to scan as the number of images grows.

 

Regards

 

Chris

22

Chris,

 

If no-one suggested it already you might try a standard fix for IE problems -- the RESET button that is accessed:

 

Menu bar / Tools / Intenet Options / Advanced TAB > RESET button.

 

Some of the things you have tried are included in what that does but it's a good way to get back to basics in IE and then if it is OK like that reintroduce the add-ons that were disabled, that will include the Norton Toolbar and other stuff.

23

Hi hillcf:

 

Just noticed that you had posted and huwyngr responded (thanks, Hugh.) :smileyhappy:

 

If you take a look at my post #17 above, I had recommended a RESET of IE 9. Did you do that just yet?

Here is another resource for you should you have difficulty locating the RESET button...

 

http://windows.microsoft.com/en-US/windows7/Reset-Internet-Explorer-settings-in-Internet-Explorer-9

 

Please let us know your current status.

 

TIA,

 

Atomic_Blast :)

24

Hi

 

I have cleared IE and again tested with no changes to it.

 

Still get the same problem. Memory is built up as I work through the images, but seems to be using less memory per image. It got abot 20 images through the census and i got an error message that IE was not working, the memory was cleared and the image reloaded. It also seems that the more images I have gone through, it takes longer to display the next image, as if something is scanning through all of the images in memory.

 

I then stepped forward another 20 or so images and ended with a black image display with IE memory around 1.2GB. Same for the next images and then i get this error message:

 

Internet Explorer as stopped working

A problem caused the program to stop working correctly. Windows will close the program and notify you if a solution is available.

 

Clicking the Close Program button gets an error on the bottom if the IE display, the memory is cleared and the page reloaded.

 

The IE Addins currently active are Shockwave Flash Player, Silverlight, Send to Onenote, Create Mobile Favorite, Create Mobile Favorite..., Send by Bluetooth to, OneNote Linked Notes and Research. I disabled all of them and reloaded IE. Trying to view a census image i got a display on the image area saying the program could not find Adobe Flash Player. This has occured before in the past. Reactivated Shockwave Flash Player and tested again. Eventually a black image, tried a couple of more images, the same, and then IE went 100% CPU. No obvious memory jump of those, so perhaps we only get part of the data in the system because we have run out of an internal buffer?? That could then cause the errors from Norton, 100% CPU, program crashes etc.

 

So it seems to be the same as before with a problem between Flash Player and IE, and NIS only if it is active. I think it might to worth logging this on the Microsoft or Adobe support ??

 

Regards

 

Chris 

25

Hello hillcf:

 

Just need to clarify some things. :smileyhappy:

 

Did you perform the IE 9 RESET? You also said that IE was reloaded. Do you mean reinstalled?

What error message is IE 9 giving you - would it be possible to post a screenshot of it.?

 

Here's how to do that...

 

http://community.norton.com/t5/Forum-Feedback/Forum-Tip-How-to-post-screenshots-in-the-forum/td-p/254415

 

Thanks,

 

Atomic_Blast :)

 

 

26

Hi

 

Not easy to grab the screen shots as at least one of them is temporary. Read through the notes below and in previous messages to see what is happening.

 

I did IE reset as follows :

 

Internet Options / Advanced and click on Reset... button

Enabled Delete Personal Settings and clicked on Reset button

When completed, closed IE and reloaded it, not reinstalled.

 

IE came up with no toolbars or history.

 

It had the following Add-Ins

Shockwave Flash Player, Silverlight, Send to OneNote, Create Mobile Favorite, Create Mobile Favorite..., Send by Bluetooth to, OneNote Linked Notes and Research

 

Therefore Norton and Google toolbars, and the Norton Security Add-Ins were all disabled, and all of the cookies were cleared.

 

Tested it as it was, and with all of the Add-ins disabled, other than Flash Player which is needed for the images from Ancestry.

 

Run the tests with Task Manager running, so that I could see memory usage for the system and for IE. As each next image is loaded, walking through the census sheets, it is clear that memory used by IE is increasing from around 125MB at start until around 1.2GB when I start getting problems, and Physical Memory is increasing in step. With Chrome this does not happen.

 

Eventually, with about 1GB of memory been acquired, I get a number of problems :

 

1. The image area shows aa a black area, where it normally shows the image. As it is loaded it becomes more 'decompressed' as Adobe is using a means to download a low resolution image and then gradually improve it (more noticeable here as my line is around 1.2Mb/sec).

2. Stepping on to the next page can again just show a black image area. Memory usage does not increase much at that point.

3. Sometimes, normal text in in the web page is not shown until I move my cursor over it.

4. IE may go 100% CPU for a period.

5. I may get this error in a dialog:

Internet Explorer as stopped working

A problem caused the program to stop working correctly. Windows will close the program and notify you if a solution is available.

6. I may get, for a short period, a 'warning' display at the bottom of the IE window, saying that 'ancestry.co.uk is not responding'

 

It is possible to get all three of 4, 5 and 6 one after the other.

 

Eventually, or responding to the dialog bottoms, the memory is released and the page is reloaded and shown.

 

If NIS was active at the time, one might get the error message regarding the site.

 

Since it occurs without NIS active, it is not a problem within NIS.

 

Given that IE, or Flash Player, seems to be acquiring memory as each image is shown, and not releasing on moving to the next, it would suggest that we have a problem with a memory overflow. That could easily result in all of the problems that are occuring.  

 

I doubt that reinstalling IE would fix the problem, once all of the M/S patches were installed.

 

Regards

 

Chris 

27

Congratulations on pinning it down to some degree and at least excluding Norton from the mix.

 

<< Given that IE, or Flash Player, seems to be acquiring memory as each image is shown, and not releasing on moving to the next, it would suggest that we have a problem with a memory overflow. That could easily result in all of the problems that are occuring.   >>

 

I'm under the impression this is a website problem -- something to that effect ticking around in the back of my bio-RAM -- but others here have more experience than I do of website design (I have none!).

 

It certainly should not be your system: My system is Win 7 Ultimate 64 bit, i5-2500 CpU and 8 GB RAM <s>

28

Hi Hugh

 

My theory is that it is a problem with IE since the last updates.

 

Event viewer is reporting a variety of issues which would again suggest a corruption or overwrite - errors in ntdll.dll, kernel and Flash Player ocx.

 

I will log it onto the microsoft Answers and see if I get a response.

 

Regards

 

Chris

29

Do please let us know how you get on or if you think anyone here can help -- we have Tech Outpost for Non-Norton computing problems ....

 

I'm having problems with the Target website telling my IE 8 is too old and I must upgrade ... but IE 7 or IE 9 get me in on other test beds ......

30

Hi hillcf:

 

I see that your problem is not yet resolved and a bit complex.  :smileysurprised:

Therefore, I would like to suggest a few things in the following order which might be able to help you...

 

1) Cleanly uninstall IE 9 and reinstall it. - click here.

2) Cleanly uninstall NIS 2012 and reinstall it. - click here.

3) Contact Microsoft Support in your location (UK) and request IE 9 assistance at no charge - click here.

 

Notes:

 

Item #1 is a real possibility as it is the last major step beyond the IE Reset. Remember, Chrome works just fine.

 

Item #2 It is suggested to export your Identity Safe data (if any) and write down your Product Key for the reinstall.

Chances are that NIS is not involved but you never truly know - I have been surprised on more than one occasion.

 

Item #3 I have been able to request telephone support for IE 9 issues at no charge. Be firm with your request.

Say something to the like of " I have just installed IE 9, yet I am having a problem accessing a certain website," etc.

 

Please advise us as to your intentions and results. :smileyhappy:

 

Thanks,

 

Atomic_Blast :)