Firewall / Program Control tab - Norton hangs and closes

Hello :)

I have a problem. When i'm going to the "program control" tab settings my Norton is hanged (UI thread is blocked) and then program closes itself.

In system events logger i see that reason is the code "0xc0000005", which is access violation exception. Can you fix the issue?

This is my log:

<Event xmlns="http://schemas.microsoft.com/win/2004/08/events/event">
  <System>
    <Provider Name="Application Error" />
    <EventID Qualifiers="0">1000</EventID>
    <Level>2</Level>
    <Task>100</Task>
    <Keywords>0x80000000000000</Keywords>
    <TimeCreated SystemTime="2019-07-22T18:32:05.728461600Z" />
    <EventRecordID>11101</EventRecordID>
    <Channel>Application</Channel>
    <Computer></Computer>
    <Security />
  </System>
  <EventData>
    <Data>NortonSecurity.exe</Data>
    <Data>17.1.0.21</Data>
    <Data>5cc89d28</Data>
    <Data>SYMHTML.DLL</Data>
    <Data>10.6.0.46</Data>
    <Data>5c73c41d</Data>
    <Data>c0000005</Data>
    <Data>00000000002ce547</Data>
    <Data>4d6c</Data>
    <Data>01d540bb8f4c7cb5</Data>
    <Data>C:\Program Files (x86)\Norton Security with Backup\Engine\22.17.3.50\NortonSecurity.exe</Data>
    <Data>C:\Program Files (x86)\Norton Security with Backup\Engine\22.17.3.50\SYMHTML.DLL</Data>
    <Data>f1f787a3-0f50-47df-a71b-e24ace121a98</Data>
    <Data />
    <Data />
  </EventData>
</Event>

Windows 10 Home 1903 x64

Issue status update: Fixed

We have released Norton Security 22.19.9.63 product update for Windows fixing an issue where "When in Firewall/Program Control tab settings my Norton stops responding and quits itself” via LiveUpdate. Please run LiveUpdate to receive an update and let us know the issue fix. Thanks for your patience. 

Please refer Norton Security 22.19.9.63 for Windows is now available! Product Update Announcement blog for more details

 

All: I now see a small circle of spinning dots next to the Program Search box when selecting the Program Control tab, or navigating to another tab then back to that tab. No crash as of yet but don't ever remember seeing it before. Can't get a screenshot due to it disappearing too quickly.

Cheers

Hi @Sunil_GA,

Norton just crashed again while trying to access the Program Control tab.

Thanks.

Win10 x64 1903
New Norton 360 22.18.0.213

Thanks @gimi87 for confirmation. I have sent you a private message requesting logs for further investigation. 

Hello :)

My NVIDIA display driver is 431.60 (strange binding between display driver and Norton). There is no available updates in 'live update'. Version is 22.18.0.213.

The same problem as attached in XML, few posts above.

Hi @gimi87,

Can you please confirm if Norton is updated to latest version 22.18.0.213? Also, please check if any display driver updates are pending and update. 

 

Looking good on all my machines as well.

Cheers

Hi @Sunil_GA,

No crash here so far.  yes

Cheers!

Hello :)

Thank you for your quick support. The problem still exists:

<Event xmlns="http://schemas.microsoft.com/win/2004/08/events/event">
  <System>
    <Provider Name="Application Error" /> 
    <EventID Qualifiers="0">1000</EventID> 
    <Level>2</Level> 
    <Task>100</Task> 
    <Keywords>0x80000000000000</Keywords> 
    <TimeCreated SystemTime="2019-07-30T11:54:45.180980600Z" /> 
    <EventRecordID>14324</EventRecordID> 
    <Channel>Application</Channel> 
    <Computer></Computer> 
    <Security /> 
    </System>
  <EventData>
    <Data>NortonSecurity.exe</Data> 
    <Data>17.2.0.14</Data> 
    <Data>5d1a541c</Data> 
    <Data>SYMHTML.DLL</Data> 
    <Data>10.7.0.45</Data> 
    <Data>5d2cc730</Data> 
    <Data>c0000005</Data> 
    <Data>00000000002ce547</Data> 
    <Data>3498</Data> 
    <Data>01d546cd64561110</Data> 
    <Data>C:\Program Files (x86)\Norton Security with Backup\Engine\22.18.0.213\NortonSecurity.exe</Data> 
    <Data>C:\Program Files (x86)\Norton Security with Backup\Engine\22.18.0.213\SYMHTML.DLL</Data> 
    <Data>6bc9cbca-e953-49c3-9a51-6852d98ff677</Data> 
    <Data /> 
    <Data /> 
  </EventData>
</Event>

I will give a try with the permission setting. :)

Hi Everyone,

Thanks for reporting in Norton Community Forums. Please let us know if you are still having Norton crash issue when trying to access Program Control tab with latest version 22.18.0.213 installed? 

" Edited: Cannot change permissions on the file even with tamper protection disabled."

Ok, let's try something more powerful.

Follow the steps from the video below, but if you have an x64 system use the PSExec64 file, if x86 use PSExec.

https://www.youtube.com/watch?v=cWFrshPvExw

It's very simple, I'm doing this for years, mainly to disable Windows 10 unwanted Scheduled Tasks which cannot be modified from Admin account, ( by using of course the appropriate cmd commands in order to open W 10 Task Scheduler with System permissions).

If you follow the video instructions you should be able to do the job in order to assign more permissions to SYMHTML.DLL file.

Alternatively, but it takes more time, you can Logon as admin user and use the following command: cd \ . This places you in the root directory of your drive, where psexec64 or psexec, depending on pc architecture, is located. Use the following command: psexec64 -i -s cmd.exe and locate and open from cmd SYMHTML.DLL and assign extra allow permissions directly from the file in C:\

Reboot pc and let us know if Norton still complains. Do not forget to momentarily disable Tamper Protection feature.

P.S. These modifications can all be reverted back to default, you use this tool whenever you need to do something from System account all the rest is left intact on your pc, however play with caution because open registry with System privileges is like playing Windows God so play carefully and always have a system image backup, you won't need it for this but it's always good to have one.

Cheers,

Indeed, I am also seeing this event appear in the system event viewer as well.

Edited: Cannot change permissions on the file even with tamper protection disabled.

Cheers

Hi,

It's a permission issue.

Until Symantec releases a proper fix, locate SYMHTML.dll select Properties and under Security tab  grant full control allow permissions to All Application Packages, Administrators and other accounts. (hope that Norton app allows it).

Otherwise you may have to access this file from registry but run as "System", not Admin, with use of PS Exec tool from Microsoft Sysinternals and do the modification.

Reboot pc and check.

This should help,

Cheers,

 

Me Too!.PNGI just had Norton crash twice while trying to access the Program Control tab too.

@Sunil_GA?

Thanks.

Hello gimi87. I had a similar instance happen yesterday, where I was moving from one tab to another tab in the Norton firewall settings as well.  I also have an open thread in a private area here on the forums, the Norton team is looking at data I gathered from some other instances, unfortunately I cannot link to that thread. Here are some screenshots from my issue yesterday.

The 1st and 2nd screenshots, show the "fault bucket" code from and my system event log. The others are what I gathered from Norton history. I rebooted the computer I was using and haven't had the issue reoccur since. Although, I have added it to the list of issues happening on all 4 of my systems in the private area posting. Try a reboot and watch your system for a re-occurrence.

H4.pngH4.pngH1.pngH2.png