Internet Explorer 11 crashing due to Identity Protection add-on

Norton Security | Norton Internet Security
1

Hi,

 

I'm reporting again the same issue I had a few months ago (it was never solved actually). See this post http://community.norton.com/t5/Norton-360/Norton-360-causes-Internet-Explorer-11-to-crash/td-p/1044783

 

Apparently N360's Identity Protection plug-in causes Internet Explorer to crash, generating the following error report:

 

Problem Event Name: BEX

Application Name: IEXPLORE.EXE

Application Version: 11.0.9600.16518

Application Timestamp: 52f347b2

Fault Module Name: ccSet.dll_unloaded

Fault Module Version: 12.11.0.16

Fault Module Timestamp: 524ccd37

Exception Offset: 0000b874

Exception Code: c0000005

Exception Data: 00000008

OS Version: 6.3.9600.2.0.0.256.103

Locale ID: 1032

Additional Information 1: 1136

Additional Information 2: 113617799a723215eac2e684cadee0b6

Additional Information 3: a2b5

Additional Information 4: a2b54baa8e6e923a19fc1e78ba3c6c2c

Extra information about the problem

Bucket ID: 2b0f90229f32f141e6c734584051b9da (81618029091)

 

The report above is somewhat different than the one at the previous post, but the type and faulty module is the same: ccSet.dll_unloaded

 

I was told previously that this had something to do with my graphics card drivers and that I should consider updating them. What I actually did was downgrade the drivers to the old (2010) original ones provided by the manufacture (Dell). Although this resulted to less frequent crashes, it created new problems, including HDMI incompatibility with my TV monitor and sometimes lagging in video playback. These new problems forced me to go back to the latest drivers.

 

I also noticed that the IE crashing problem (ccSet.dll_unloaded) showed up at my desktop PC too, which obviously has a completely different configuration. Thankfully it occurs rarely on the desktop, but this indicates there is something wrong with the add-on itself.

 

I'm wondering if I'm the only person having this problem. Bellow there is a screenshot of the error details inside Norton's reporting history. All these entries regard the same issue - the only thing that changes is the Prosses ID. Can someone pass this to the engineers? Do you want me to provide any extra information?

 

n360errorreporting.png

 

 

2

Hi,tzon89. It might be worth trying a reinstall of 360, as I had IE 11, and had no problems with crashing.

 

If you wish to reinstall to get a clean copy of your program, the Norton Remove and Reinstall Tool will do that.

 

The link is here http://www.norton.com/nrnr

 

 

3

Unfortunately uninstalling and reinstalling N360 did not help. I forgot to mention that the error occurs mostly when closing tabs (separately or all together).

 

Should I locate and upload any dump files?

 

Thanks,

John

4

Hi, John. You could try posting your dump files. Someone should be able to interpret them..

 

Another option is to reinstall IE 11 from the M/S site or revert to IE 10, as I have.

 

There have been some display issues with IE 11, that I have experienced.

 

Did you use the Remove and Reinstall Tool ? If so, I guess we can rule N360 out.

5

Sorry for my delayed response. I didn't have the time to deal with this issue. It seems that I cannot locate any dump files related to Internet Explorer or N360. I have tried the following locations. Are there any other locations containing crash files on Windows 8.1?

 

C:\Windows\Minidump

 

C:\Users\Γιάννης\AppData\Local\CrashDumps

 

In the meantime, unfortunately, the problem made its appearence on my desktop too. It was affecting only my laptop until the release of the "Update" for Win 8.1.

 

I've also switched to NIS after N360 expired, but it seems unrelated since this is an Identity Safe issue. I used the Norton Removal Tool before installing the latest product, so the possibility of a faulty installation can be excluded.

 

Are there any further ideas on the problem? Should I repost on the "identity safe" forum?  I just noticed its existence.

6

Hi, tzon89. Unfortunately I don't have Windows 8.1, so I can't advise on the dump files.

 

Perhaps another user who does, could help.

 

I DO know that Windows 8 and IE11 have given users plenty of headaches which is why I've avoided IE 11, and won't update to Windows 8.

 

Not much help I know, but someone else may be able to jump in with advice for you.

 

One of the mods might move this thread to the ID Safe forum, but a link will be left here, if they do.

7

I don't have problems at all with IE11 on Win 8.1 when the Norton add-ons are disabled, so I think I should blame Symantec. Maybe it's really difficult for the team to keep up with so many different browsers and their constant updates. I can understand that, but the final outcome is what matters to me.

 

I will post a new thread soon at the correct forum if no one responds to this.

 

Thanks for your reply,

 

John

8

Hi, tzon89.

 

Try this: https://community.norton.com/t5/Norton-360/two-version-of-norton-360-running-after-norton-patch-up-date/m-p/1111852#M102395

 

Although the thread the link above redirects you to is about a different problem, the suggestion may still be applicable.  Worth a try.

9

Hi tzon89-

 

I sent you a private message asking for more information about your situation.  Please check your inbox.

 

Thanks,

 

Matt Powers

Symantec Corp.