ccSvcHst - Application Error/Symantec Sercie Framework Failures

Norton Security | Norton Internet Security
1

A weel agp I upgraded NIS 2011 to NIS 2012. Now when I reboot I get a dialog box that says "ccSvcHost.exe -- Application Error", which is followed by a second box that says Symantec Service Framework. If I close either of these boxes, NIS closes. If I try to open NIS again, the two boxes reappear. Also, it is impossible to open Internet Explorer 8 or Firefox.

 

I have completely removed NIS by using the Removal Tool abd rebooting. I've even done this several times before reinstalling the software. I even did the complete removal and installation in Safe Mode. After several tries -- and not closing the two dialog boxes just mentioned -- I finally completed a Live Update. I've also done Quick and long scans both in Safe Mode and Normal mode. Still the problems persist.

 

I'm running XP Pro SP 3. The problem is is with my computer at the office. My home computer -- which I'm using at the moment -- has the exact same configuration and is not having the problems.

 

Further info: The first dialog box also states "The instrution at "0x7c878a9" referrenced memory at "Ox5xbbfbc30." The memory could not be "read." The debug information for the second box also referenced ccsvchst.com Ver 11.1.016 and kernel32.dll 5.2600.5781.

 

The only way that I can use anything on that computer is by leaving the two boxes open. This apparently keeps NIS running. However, both of my browsers will not work.

 

I previously used NIS 2011 on that computer. I experienced no problems other than having issues with two Outlook profiles that crashed while syncing e-mail.

 

Any help will be appreciated. 

 

Tim

2

Hi! Tbrunson,

 

Welcome to the Norton Community!! :)

 

Are you able to perform any maintenance on your work computer?  There are several things that can be done to correct this issue but first we need to know if you are authorized to perform maintenance on the computer affected.

 

Tech83  :)

3

Yes. I have full access to the software, system, and hardware for this all of our servers and computers -- to include those at home (although I normally don't touch the Macs).

4

Hi! Tbrunson,

 

Excellant!!  Do you have all the .NetFramework updates installed?  Have you run a full Disk Check?

 

Tech83  :)

5

Please explain how you wish me to check. What are you referring to as a disk check?

 

Tim

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Hello tbrunson, I am sorry to hear that you are having problems with Norton. Would you be willing to get a memory dump when the crash happens? Instructions on how to do that are located here: http://community.norton.com/t5/Forum-Feedback/Logs-User-Mode-Dumps-and-Complete-Memory-Dumps/td-p/70899


Once you have the dump I can give you instructions on how to send them over.

 

Thanks,

Michael

 

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Yes, I am willing to do the dumps. However, by the time that I saw your message I had left the office. The problem is on my desktop computer at the office. I will do this early tomorrow morning.

 

As I had not received any response other than one mentioning .Net Framework, I was interested in seeing the status of my MS XP Automatic Updates. However, as I am having a problem with NIS 2012 and using either Internet Explorer 8 or Firefox, I cannot do or check Windows Update. Just before I left I had downloaded the latest version of the removal tool. After disconnecting from the Internet, I began the removal process. Then I went home. In the morning after I restart, I will attempt running Windows Update and then reinstall NIS 2012 and complete the updates.

 

Also, regarding .Net Framework, both my office and home computer have .Net Framework, 1.1, 2.0 Service Pack 2, 3.0 SP 2, 3.5 SP1. Again, my home computer has the exact same structure and version as the office computer. NIS2012 runs fine on my home computer.

 

Thanks for your assistance.

8

I have completed the Symantec dump on the problem computer. This is ready for your upload instructions.

 

Spent all day yesterday working on this. Also, I am having problems getting Windows Update to work. I keep getting a svchost.exe and kernel32.dll error.

 

You e-mailed referenced two dumps. One was a dump using a Symantec tool. The other one uses a Windows debugging tool. I finished the first, but not the second. The Windows tool would not work as the highest level of .Net Framework installed on that computer was 3.5 SP1. I was directed to install .Net Framework 4. However, in normal boot mode that patch would not work. It would start to work in the Safe Mode, but would not complete installation in that mode as one of the required services had been turned off.

 

We have 9 NIS licenses. My home computer has the exact same configuration as my desktop, which is the one that I am having the problem with. (Both are running XP SP3 with NIS 2012.) The other XP Sp3 computer that I am using at the moment in the office, has XP SP3 with NIS 2011. I just noticed that it had no .Net Frameworks loaded. I just successfully loaded .Net 4.

 

While I am waiting for your reply, I will attempt to find out and resolve the problem with not being able to load .Net 4 on the problem computer. I will then again try to install NIS 2012. If that does not work, i will remove it and use my original CD to reinstall NIS 2011.

 

tbrunson

9

Just to be clear, Norton does not use the .Net Framework. Other programs on your computer need it but Norton does not require it to run. Please let me know what tool you are referring too that is telling you to install .Net Framework 4.0.

 

Thanks,

Michael

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michaell wrote:

Just to be clear, Norton does not use the .Net Framework. Other programs on your computer need it but Norton does not require it to run. Please let me know what tool you are referring too that is telling you to install .Net Framework 4.0.

 

Thanks,

Michael



Hi, michaell.  I was under the impression that NIS required the installation of at least DotNet framework 2.0.  This was certainly the case with either SystemWorks or NIS using the older style of the program (up to 2008).

 

When NIS was recoded to use the new Control Panel style, was the requirement for DotNet support removed?  Can you please confirm this?  Thanks.

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@twixt, I dont know about post 2008, but as long as I worked with NIS, it has never needed .NET framework. There may have been other Symantec products that used .Net Framework in the past, but I would have to look and which ones since I do not know. May I ask why you thought it was needed?

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michaell wrote:

@twixt, I don't know about post 2008, but as long as I worked with NIS, it has never needed .NET framework. There may have been other Symantec products that used .Net Framework in the past, but I would have to look and which ones since I do not know. May I ask why you thought it was needed?

Wouldn't you know it.  I carved up and destroyed my old NIS 2006 to 2008 disks about two weeks ago.  Now, when I need them for corroborating evidence...  :robotsad:

 

However, I was able to dig out my Norton SystemWorks 12 disk.  And there, buried in a subfolder under the NSW installation tree, in the Support folder structure, is a subfolder called DotNet - containing the Microsoft DotNet 2.0 installer in both x32 and x64 versions.  Hmmm.  Wellwhaddyaknow.  :smileyhappy:

 

 

I remember being told by Symantec Support that DotNet Framework 2.0 was required to be installed, back in the days of NIS 2006 and SystemWorks 2006.  In fact, the installer for one or the other or both of those programs would detect the lack of a minimum-required DotNet Framework version and automatically install the necessary Framework if required - as part of its install.  However, I was also told that Symantec preferred the Framework to be brought completely up-to-date by Windows Update *before* the installation of SystemWorks or NIS.

 

I have never heard of that requirement being rescinded.  Thusly, I've always done as I was told (at least in this particular case).  :smileywink:

 

 

Consequently, since then I've been conscious of making sure that DotNet Framework 2.0 was present and completely updated - for NIS and NSW installations since then.  Nowadays, the installation of any version of DotNet between 1.1 and 3.5 will automatically enforce an update to all four versions (1.1, 2.0, 3.0, 3.5) as part of Windows Update.   No user has to worry about this any more - WU enforces the update automatically.  As a result, it doesn't matter which of the older ones you've got installed - they'll all get installed as necessary and updated as necessary at the same time - by Windows Update or Microsoft Update - regardless of circumstance.  Microsoft finally got smart about installation weirdness when using older and bugfilled (not to mention insecure) versions of the DotNet frameworks.

 

 

So, I still don't know if it's my mea culpa that's required or not.  One of my clients hoards old versions of their install CDs.  I'll get there sometime within the next month or so and dig out her NIS 2006 CD and check.  If so, on goes the sackcloth and ashes.  :smileysurprised:

13

My problem is resolved. Essentially, I was having the problem with NIS 2012 working (as previously described). Wanting to make sure that my XP Pro Sp 3 was working properly, I attempted to do a Windows Update. That was not working either. So, I came to the conclusion that may have been a related issue. The second log capture routine that you suggested (i.e. the MS one), required .Net Framework SP 4. As the normal Windows Update was not working, I finally found a copy of the stand alone installer for that SP on the MS support site. However, even though I could install in another XP Pro computer in the office, it still would not install on the problem computer.

 

I then uninstalled NIS 2012 and then installed NIS 2011 directly from the oriignal CD. Problems with NIS and Windows Update continued. While researching the Windows Update problem, I was directed to the Windows Installer Clean Up utility, which I later found that MS had discontinued. However, I found out about another program, which was available through www.reimage.com. After installing NIS 2011 (which still produced the NIS probem) and leaving the error dialog boxes open, I downloaded Reimage and used it do analyze the problem computer. It found no threats -- which NIS should have found anyway. However, during the stability analysis, it found several problems. As this program also repairs and replaces damaged MS components from their online database, once I paid for a license key, I ran the repair utilities. Upon rebooting and completing the repair, I waited for the NIS errors to reapair. THEY DIDN'T.

 

Next I started running Windows Upate. As I had removed all .Net programs, obviously I needed ot get them re-installeded. Reimage did not fix that problem. Even when I used MS FixIt, the installation issue was not fixed. However, I found a stand alone copy of Windows Installer 4.5. Once I installed that and rebooted, I was able to use Windows Updater to initially install 42 updates (to include several security patches.) Since then I have run Windows Update several times, it continues to find additional updates. I believe that I needed 63 in all. Of course, I ran the NIS 2011 updater several times and completed the quick scan. Tonight I will run the complete scan.

 

Bottom line: This computer's XP Pro SP3 installation had been severely damaged. This probably was the result of virus or spyware activity that damaged the software even though NIS caught some of them prior to damage occuring. I have been and continue to be a big Norton fan. However, Norton is far from perfect -- as evidenced by my recent experience and the loads of comments made in this community. Reimage -- and further work to get Windows Update working and install all of the recommended updates -- has helped me repair the damage.

 

I appreciate the help from all the community users (and the help from the Norton staff). Apparently this problem was extremely severe. While I was tempted to completely zap the hard drive and start afresh, that was a costly alternative. The loads of postings on this community and on the MS site were very helpful. They pointed me in the right direction. Unfortunately, this computer was out of commission between Nov 8 and Nov 22. I am estatic that the problem has been resolved and I have not lost any data or programs.