Going from Norton AV 2007 to 2008 code causes BSOD

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<<  I know this is the Norton Internet Security board, but since Norton Antivirus is pretty close to the same thing, I thought I'd try posting here for your suggestions. >>

 

In fact NAV is dealt with under Other Norton Products -- not quite sure why except perhaps to balance the load and because apart from AV they differ -- but one of the Norton Staffers will probably move this there. But it leaves a link so follow that if it happens.

 

<< My second thought is that the upgrade to 2008 and my upgrade to SP3 happened pretty close together and if I'm somehow entangled between those two, I'm even more at a loss. >>

 

Did you have any AV/Security program installed and active when you applied SP3? If so this is known to cause corruption in the Registry that may lead to some side effects. It isn't limited to Norton products but Symantec do have a tool to fix the registry on this. Do a search here on [XP SP3] and I'm sure you will find it if no-one gives you the link.

 

<<  gives me a lovely blue screen with white letters on it telling me it took a dump on me  >>

 

When you get one of those it usually includes some very cryptic error messages but if you post here the exact text of the message with the weird codes and differentiating between zero and capital O then it us often possible to pin down the cause. If you watch the scanning are you able to pinpoint a specific file or folder that is being scanned when this happens.

 

The support here from volunteers and Norton Staff is superb -- I'vve never seen anything like it so hang on ....

I know this is the Norton Internet Security board, but since Norton Antivirus is pretty close to the same thing, I thought I'd try posting here for your suggestions.

 

I recently was given the "option" to upgrade my NAV2007 code to NAV2008 when I was doing my live updates.  So, I did.  I do all my updates "manually" (this includes both Norton and Microsoft updates) because I don't want to be the guinea pig for any day one issues.  I guess I should've waited longer!

 

Anyway, now whenever I try to scan my computer, it runs for a little bit and then does a dump on me and gives me a lovely blue screen with white letters on it telling me it took a dump on me (you know the one I'm talking about! :smileysad:).  It does this consistenly and I haven't had a valid scan since the end of May.  I guess I'm just hoping that the actual antivirus real-time piece is still working.

 

At this point, I haven't done anything to try to fix the issue (June was a very busy month for me).  My first thought is to completely uninstall NAV using the remover tool I've seen mentioned and reinstall from the NAV2007 CD and only do the basic updates for definitions and whatnot but skip the offer to move to the 2008 version...'seems like a pain in the butt to me though.

 

My second thought is that the upgrade to 2008 and my upgrade to SP3 happened pretty close together and if I'm somehow entangled between those two, I'm even more at a loss.

 

What do you think I should do?  Any suggestions would be greatly appreciated.  Especially anything that keeps me off of a tech support call for two hours!

 

dougbert 

 

For reference, I have an AMD Athlon 4200+ processor with 2GB of RAM running WinXP Pro SP3.  It has been rock-solid since August 2005...until now.

Thanks for the info.  I'm 99.9% sure I had NAV2008 installed before I upgraded to SP3.  I usually go in and change the settings right away too...so the firewall would have been off (I use a different option) and the "Protect Norton" feature would be off because I find it annoying.

 

I'm going to try the full uninstall approach first and see where that gets me.  If that doesn't work, I'll move on to the next steps.

Confarnit! 

 

Well, uninstalling NAV completely and reinstalling the latest 2008 NAV did not work.  I still get a BSOD when I try to run a scan.  I'll have to make some changes to capture it because it goes by and reboots so fast that all I can see is a lot of zeros (0x0000....) and a 9C at the end. 

 

I also checked my registry for the "bad keys" problem and I didn't have any...so, that was a nice-to-see even if the product isn't working yet. 

 

Next step for me, I guess, is to do another complete uninstall and install NAV 2007 and see if it behaves.

<< because it goes by and reboots so fast ....  >>

 

There's a setting dealing with that which tells Windows whether to reboot or not on a BSOD. You need to tell it not to and then it holds there and you can take your time.

 

<< In order to further investigate whether the reboot is initiated by the BIOS or XP, you should also disable XP from automatically restarting in case of a BSOD (blue screen of death). To do this, first navigate to the System Properties applet (right-click My Comp on desktop, click properties; or find in Control Panel). In the advanced tab, click "Startup and Recovery." In the popup dialog box, uncheck "Automatically Restart" under system failure (also set dump file size to small 64kb if you plan on debugging the dump files).  >>

Thanks to Anantech for jogging my memory as to where it is.

Well, I ended up back on NAV 2007 and, after doing all the definition and definition engine updates, everything is working fine again with no BSOD's.  I've scanned over 1,000,000 files and all is continuing as it should.  I will probably hold off on doing anything but definition updates until 2009.  I'd still ilke to know what went wrong and how to fix it so I'll probably do a full system image and then "play" as I have time to see if I can get a runnable updated version.

Did you check out the entries in Event Viewer at the time of the problems? They can give a lot of information sometimes.

Here's what you should do.

 

1. Unistall your current Norton AntiVirus program using the Norton Removal Tool.  http://service1.symantec.com/Support/tsgeninfo.nsf/docid/2005033108162039

 

2. Next, go to this page and download the free trial version of NAV 2008, http://shop.symantecstore.com/store/symnahho/en_US/ContentTheme/ThemeID.106300/pbPage.Trialware_en_US . 

 

3. When prompted during the install, enter you current Product Key that came with the version you are using.

 

Now you will have the lastest version of NAV, and hopefully your scanning problem should also be fixed.

 

johna

Message Edited by johna on 07-07-2008 12:47 AM