Note: Please do not post Personally Identifiable Information like email address, personal phone number, physical home address, product key etc.
Issue abstract: Crash in nllsnx.sys after reply to file insight prompt
Detailed description: PAGE_FAULT_IN_NONPAGED_AREA exception in norton driver nllsnx.sys after reply to file insight prompt
Product & version number: 24.11.9615 (build 24.11.9615.888)
OS details: windows 1122631.4460
What is the error message you are seeing? BSOD
If you have any supporting screenshots, please add them:
Hello Robert. When did you receive Norton build 888? My latest shows 887 across all devices.
SA
Do not know. I do check for updates on occasion. I just ran it again and it says I am u to date.
It’s 888 on my laptop as well. Two different PC’s with 888. No crahs on the laptop but it did not hit the same circumstances. Crash is definitely associated with answring a prompt from file insight.
Thanks. If you can get a screenshot so we can see the dump error code that would help. Can you boot the laptop at all or does it just power up to post then you get the screenshot? What is the prompt from file insight stating? Maybe an entry in Norton history will tell us if you can boot long enough to review it. Here is how to post screenshots for review:
SA
Here is an article you may want to review as well, the BSOD you are seeing is caused by an “invalid memory reference”. Antivirus can be stated as a possible cause, conversely, files in the OS can also cause other software to receive invalid memory references the OS can’t deal with so the OS shuts itself down with a BSOD to protect itself. We need to determine what the bug code is so we can reference it and see what that presents us with.
SA
The problem with what you are saying is the BSOD is in a Norton driver. That puts the bug squarely in Norton’s area. Doubtful that reinstalling Norton will do anything.
Yes I can post a screenshot. Probably need two screenshots as the bug check output is bigger than one screen.
By the way both desktop and laptop boot and run fine. This error happened when Norton file insight had a warning about an executable being installed. There was a prompt on my screen. When I clicked OK the BSOD occurred.
From your dump file: The bug check code is 50 as stated earlier. The file nllSnx.sys is located as shown below. It is the Norton Virtualization driver. This is DIRECTLY related to Norton Software Updater. Did you recently run Driver Updater or Software Updater on the affected machine?
-
vghd.exe is referenced - Do you have any 3rd party video player software installed? This file is associated with a few freeware software titles.
-
What graphic card is being used on the system?
Redirecting
-
AV_W_(null)_nllSnx!unknown_function - This indicates Norton is having an issue with your graphics driver currently installed.
SA
Come on now, I use the updaters all the time. So what? Yes it’s a video player. Again, so what? NVIDIA3060 with up to date drivers. Norton engineering should be looking at this. Why would it have troublewith a popular industry graphics card?
The issue isn’t perse your video card. Do a search for this file “vghd.exe” and get the results I got. Its a third party video software executable. It is NOT a system nor Windows file. Its directly listed as the faulting module which caused the memory conflict that resulted in your BSOD with error code 50. It also could be possible malware. That would suggest the reason why you received a prompt from file insight.
https://systemexplorer.net/file-database/file-variants/vghd-exe
SA
Nonsense! That is the process that is running when kernel code failed. I know the difference between.kernel and application code. Applications do not cause BSOD’s.
Why doesn’t Norton provide a way to report a bug.? I really am not looking for suggestions from a forum of users. I just want to report a bug. It’s a one time thing so far but you never know if it will happen more often.
And the program that was current task in the bugcheck was being scanned by Norton when the BSOD happened. That should suggest something g to someone. If Norton scanning caused BSOD’s then they have one heck of a problem in their product. It’s really worth looking at by engineering.
@Gayathri_R Please forward this thread to the appropriate team for review. Thanks in advance.
SA
