Heavy NIS CPU Usage After Closing Chrome

Norton Security | Norton Internet Security
1

For a few days, I've been experiencing the following weird interaction between NIS (20.3.0.36) and Google Chrome (25.0.1364.172 m - the most current release)  ( Windows 7 64-bit). Intermittently-but-frequently when I close or quit Chrome (I've verified no background Chrome processes are running), the USER ccSvcHst.exe process jumps to use about 50% of both of my CPU cores, and stays there for 20-30 minutes, at which time it drops back down to zero. While the heavy usage is occurring, if I open Chrome again, it drops to zero--but only until I close Chrome, at which time it jumps back to about 50%.

 

I tried using the Norton removal/reinstall tool. Didn't make any difference.

 

But then I tried disabling the Chrome Norton Identity Protection Extension. This time, when I quit Chrome, the CPU usage didn't go up.

 

Even weirder: When I restarted Chrome, I noticed that the Norton Identity Protection Extension had been enabled again. And since then I've tried opening/closing Chrome a number of times without the problem recurring. It will take more time before I can say for sure that the problem is gone, but right now it looks hopeful.

 

Any thoughts?

 

Thanks.

2

Exactly the same for me. Plus, the Norton toolbar is still not working properly with Chrome - it hasn't displayed at all since the latest Chrome update, although it is still showing ratings in search results and blocking malware-hosting websites OK.

3

1) Update: The problem hasn't recurred; i.e., the "fix" described in my first message does appear to have worked.

 

2) Since someone else has reported the same symptoms, it would be nice if a Symantec employee could weigh in on this one.

 

Thanks!

4

have tried the "fix", doesn't work for me

5

Hi,

 

Sorry for the trouble. It would be great if you can gather log files for this problem.

 

Here is how you can collect it:

1) Visit the below site:
https://support.norton.com/sp/en/us/norton-core/current/solutions/kb20080801181832EN_EndUserProfile_...
2) In the end, no files will be sent to Symantec automatically. You will be shown the location of the logs after you complete the form after hitting the "finish" button.
Let me know when you have the logs ready, I will help you to upload it.

Thanks!

Vineeth

6

Sorry, the problem only seems to happen after Chrome does a version update, and it's not easily predictable when that will happen. So I would have to turn on logging for a period of days or weeks until it next happens.

 

My hope is that it might be easy to duplicate in a lab situation?

 

It happened again recently. Just like the first time, the "fix" was to disable the Norton Identity Protection extension and then quit and restart Chrome--at which point the extension was automatically re-enabled and the symptoms were gone.

 

Thanks.

7

I can confirm the exact experience as well. Disable the add on in Chrome and the problem is gone.

 

I appreciate the original post as it was a big help to solve the problem on this computer.

8

Hello Nuttinbutdtruth & rbspies,

 

Did you get a chance to collect log files as mentioned in one of the above posts?

 

Thanks!

 

Vineeth

9

>> Did you get a chance to collect log files as mentioned in one of the above posts? <<

 

As I explained in my post, that would require turning on logging for days or weeks--since it's not possible to predict when the next Chrome update will occur. I suggested that you might be able to duplicate this in the lab if you can control the timing of a Chrome update.

 

Thanks.