Critical Events - Norton 360 Stopped Working

[Davec33]

In the past week I have seen this twice in the Windows Reliability Monitor.
“Critical Events - Norton 360 Stopped Working”

Description
Faulting Application Path: C:\Program Files\Norton\Suite\nllToolsSvc.exe

Problem signature
Problem Event Name: APPCRASH
Application Name: nllToolsSvc.exe
Application Version: 25.3.9983.0
Application Timestamp: 67e2a46b
Fault Module Name: aswAv.dll
Fault Module Version: 25.3.9983.0
Fault Module Timestamp: 67e2a585
Exception Code: c0000005
Exception Offset: 00000000000b7de8
OS Version: 10.0.26100.2.0.0.256.48
Locale ID: 4105
Additional Information 1: 9701
Additional Information 2: 970113574f0bc5e4078adb0117b502a7
Additional Information 3: 6da8
Additional Information 4: 6da830cbaaf3968ba6f8d5fe6021f23b

If it stopped working it must have restarted again as I never saw any problem with Norton.

Windows 11, Norton 25.3.9983

[SoulAsylum]

@Davec33

aswAv.dll

@Davec33 The faulting module: “aswAv.dll” is a shared library belonging to the Avast A/V engine. So the issue is with Norton. The exception code " c0000005 " indicates that the dll file in the fault attempted to access memory in an memory area it is not given access to. Snapshot - This is a coding issue with the latest release of Norton 360.

The executable " nllToolsSvc.exe " is also known for causing high CPU usage as well all the way back to the version 24.xx release. Here is a thread where that is discussed. Please note the links at the bottom of the first opening post. Those indicate that the issue for this file are in another thread where we are monitoring that issue. Norton is active in monitoring those threads.

Norton supposedly updated and now my CPU usage is stuck at 100%

I did an update to Norton today, and afterwards decided to Optimize Disc. What should’ve finished normally, did not. The disc optimization stopped, apparently canceled and I get the red X on the Norton icon that tells me I’m at risk. So I decided to do Norton Repair in the Help / Support options. I had Task Manager up, and all of a sudden I am FLOODED with many exe processes going on in the background, all I’m unfamiliar with and tied to Norton. My CPU usage also maximizes at 100% and won’t go …

We need to ask what is presented in your Norton history regarding this specific issue. If you can also have a look in the Windows Event Manager for entries there will be a bit more information there to help when I pass this along to the Admin for the engineering team to investigate.

SA

[Davec33]

Hi SA,
This is what I see in the Windows Event Viewer:
Application Error 1000

AppName nllToolsSvc.exe
AppVersion 25.3.9983.0
AppTimeStamp 67e2a46b
ModuleName aswAv.dll
ModuleVersion 25.3.9983.0
ModuleTimeStamp 67e2a585
ExceptionCode c0000005
FaultingOffset 00000000000b7de8
ProcessId 0x46d4
ProcessCreationTime 0x1dbb159c731f018
AppPath C:\Program Files\Norton\Suite\nllToolsSvc.exe
ModulePath C:\Program Files\Norton\Suite\aswAv.dll
IntegratorReportId 42a26901-f6ab-46da-9ee6-6ec5dbe2f8c9

In Norton Security History at the same time as the crash report:
Severity - Info
Event - Connected to network xxxxxxx
Status - Private

Hope this helps.
Dave.

[SoulAsylum]

Thanks for the post back and info. The event viewer has the identical information as you posted earlier, the intent was to validate whether there were any differences between Windows Reliability Monitor.
Do you see anything in Windows Reliability Monitor just prior to this issue taking place that would indicate a driver updated, etc? As in, the version of Norton updated. That usually will indicate that it might be the possible cause.

SA

[Davec33]

I really don’t see anything else just prior to the event.
If it happens again I’ll let you know.

Dave.

[SoulAsylum]

Thanks Dave.

SA