Issues after receiving latest NIS 20.4.0.40 LiveUpdate patch

Norton Security | Norton Internet Security
1

Tony,

 

The latest patch has destabilized a heretofore functionally solid and stable Win7/64 system.

 

Immediately after installing the new patch IE threw the following  error...  (Application Log Entries)...

 

Event ID: 1000

Faulting application name: IEXPLORE.EXE, version: 10.0.9200.16611, time stamp: 0x5191e7aa
Faulting module name: coIDSafe.dll, version: 2013.4.0.10, time stamp: 0x51a80097
Exception code: 0xc0000005
Fault offset: 0x00001103
Faulting process id: 0x784
Faulting application start time: 0x01ce6ea49e96833c
Faulting application path: C:\Program Files (x86)\Internet Explorer\IEXPLORE.EXE
Faulting module path: C:\Program Files (x86)\Norton Internet Security\Engine\20.4.0.40\coIDSafe.dll

 

Followed by...

 

EventID: 1001

Fault bucket 3645009434, type 1
Event Name: APPCRASH
Response: Not available
Cab Id: 0

Problem signature:
P1: IEXPLORE.EXE
P2: 10.0.9200.16611
P3: 5191e7aa
P4: coIDSafe.dll
P5: 2013.4.0.10
P6: 51a80097
P7: c0000005
P8: 00001103
P9:
P10:

Attached files:
C:\Users\q2500\AppData\Local\Temp\WERB607.tmp.WERInternalMetadata.xml

These files may be available here:
C:\Users\q2500\AppData\Local\Microsoft\Windows\WER\ReportArchive\AppCrash_IEXPLORE.EXE_5550959e41acbcf1f63745c08ffb226c672ec36_054ed569

Analysis symbol:
Rechecking for solution: 0
Report Id: e84af15e-da97-11e2-9c8f-001fe204bbcd
Report Status: 0

 

Restarted the system and Windows Explorer threw the following error...

 

Event ID: 1000

Faulting application name: Explorer.EXE, version: 6.1.7601.17567, time stamp: 0x4d672ee4
Faulting module name: wwanapi.dll, version: 6.1.7600.16385, time stamp: 0x4a5be0a8
Exception code: 0xc0000005
Fault offset: 0x00000000000333eb
Faulting process id: 0x13b4
Faulting application start time: 0x01ce6ea56df0fe4a
Faulting application path: C:\Windows\Explorer.EXE
Faulting module path: C:\Windows\system32\wwanapi.dll

 

Followed by...

 

EventID: 1001

Fault bucket 34729563, type 4
Event Name: APPCRASH
Response: Not available
Cab Id: 0

Problem signature:
P1: Explorer.EXE
P2: 6.1.7601.17567
P3: 4d672ee4
P4: wwanapi.dll
P5: 6.1.7600.16385
P6: 4a5be0a8
P7: c0000005
P8: 00000000000333eb
P9:
P10:

Attached files:
C:\Users\q2500\AppData\Local\Temp\WER203C.tmp.WERInternalMetadata.xml

These files may be available here:
C:\Users\q2500\AppData\Local\Microsoft\Windows\WER\ReportArchive\AppCrash_Explorer.EXE_cf42e762040e014f9b585fc6a139678707d54_0278470d

Analysis symbol:
Rechecking for solution: 0
Report Id: f250c01f-da98-11e2-8418-001fe204bbcd
Report Status: 0

 

Any thoughts?

 

Regards,

John

 

2

Follow up on issue...

 

Problem resolved by use of the NRnR tool.

 

Regards,

John

 

3

Hi avjohnnie

Please can you check your version number, you can find this by clicking the Norton icon, click support, hover over, about, on the window that opens, the second line down is the version number. Can you post it, thanks?

 

 

ATB

 

intesec

 

4
intesec wrote:

Hi avjohnnie

Please can you check your version number, you can find this by clicking the Norton icon, click support, hover over, about, on the window that opens, the second line down is the version number. Can you post it, thanks?

 

Intesec,

 

John's opening post states he has NIS 20.4.0.40 .. also in the error log ...

 

Faulting module path: C:\Program Files (x86)\Norton Internet Security\Engine\20.4.0.40\coIDSafe.dll  :smileywink:

 

 

 

Ed

5

Well spotted, Ed ! At least someone, is reading the posts !......:smileyvery-happy:

6

Hi Edjr60 and F4E

Reading the post is all well and good but the analytical process is what caused me to ask the question as the NRnR tool had been used, so the information on the first post may have changed according to Edjr60 post number 8 on the link below.  I was asking the question to clarify if running the NRnR tool would do what Edjr60 had posted 3 days earlier. 

 

http://community.norton.com/t5/Norton-360/Norton-insight-freezes/m-p/977167#M92399

Copied from above link.

 

‎06-19-201310:01 AM

intesec wrote:

Hi peterweb

As the Norton version is 20.4.0.40, which is not yet on general release will the NRnR reinstall version 20.4.0.40?

Hi Intesec,

Even with 20.4 slowly being phased in, 20.3.1.22 is still considered the latest release. Users are posting in each day that they just received 20.4 from different parts of the world.

When 20.4 is fully released worldwide, there will be an updated announcement in the Sticky Posts at the top of the NIS/NAV and N360 boards. Click Here and go to Section 2 of the Product Announcement of 20.4 in which it states .. We will post an update on the Norton Community Forums when we make the patch available to all customers.

Until then, using the Norton Remove & Reinstall Tool if you have 20.4 on your computer, will replace it with 20.3.1.22. Once 20.4 is fully released, then it would be the latest fully released version.

This was confirmed by me last week after installing 20.4 from the link I received from Tony. I was having some problems with it, so I ran the Remove & Reinstall tool, which put 20.3 back on my system.

I just did a complete uninstall, reboot, NRT and rebooted again. Put 20.4 back on the system as Clean Install and everything has been well since.

Peter made the right call on the reinstall recommendation, because it will fix the persons installation with a cleaned up replacement copy and they can still update to 20.4 again.

Ed

 

 

 

Contradiction from those trying to be smart causes levels of respect to depart?

 

intesec

7

Things change fast .. did you see this post and then this one ...

 

In addition, if 20.3.1.22 was put back on John's machine, he would update to 20.4, as that is the version he posted about in his opening post.

 

 

 

Ed

8

FWIW, I checked sometime yesterday (June 21st) and all the download links for  the latest (such as)  http://norton.com/latestnis have been updated to download version 20.4.0.40.  (English) with the exception of Norton Security Suite (from Comcast - which does not have 20.4 available as yet. 

 

I would also think any reference to Edjr60's post in reagrds to obtaining the download from Tony Weisss would no longer apply as the 20.4 is available via other download sources and thr MBAM conflict appears to be corrected.

9

Thanks Yank for the updated info. I received the 20.4 link from Tony right out of the gate when the announcement came down.

 

Yes, the MBAM issue is resolved!

 

 

 

Ed

10

Hi Edjr60

As you said things happen fast so questions have to be asked.  I was unsure of the situation as at one time it was only available from a PM request, then the patch was released so the confusion I had was if the PM request and the patch triggered an automatic connection to the use of the NRnR tool while you pointed it out in a previous post I read I was just asking the question but instead of the person I asked the question of I see you post again about the situation that I, if you don’t mind would of liked a second opinion on.  The statement below says that English customers ONLY get the patch where as it’s the English language version customers to be accurate.  What if the patch was downloaded in England and the person went anywhere in the world and then run the NRnR would the fact that they where in a non English category country affect the fact that they had an English version as I have read posts that have the country affecting the language version of the download?

 

Please Note: The patch is currently available to ENGLISH customers ONLY. We will be releasing the patches in other regions soon.

 

 

ATB

 

intesec 

11

The updates, NRnRT are matched to the language version of Norton you have installed. If I take my Engish version to ?Japan - I would continue to receive English updates, etc.  It does not matter where you are, but rather which language version you have installed.

12

Hi yank

Thanks for clarifying the confusion I had.

 

ATB

 

intesec

13
intesec wrote:

Hi yank

Thanks for clarifying the confusion I had.

 

ATB

 

intesec

Hi Intesec,

 

All is well. Here at the forums we all learn from each other and help each other. Sometimes we may disagree, but in the end, healthy debate to an understanding and conclusion and solutions are what we are here for.

 

We now know that using the Norton Remove & Reinstall Tool will put 20.4 on, or back on, a users machine. That can be a little confusing when a version is in it's first stages of release ... Thanks Yank!

 

 

Cheers,

 

Ed

14

Hi All,

 

To further clarify...

 

The system in question had already updated (via LiveUpdate Patch) to 20.4.0.40 a few days ago.  That initial update patch went in without issue and the system worked fine afterward.  The problem arose with the second (most recent) patch for existing 20.4.0.40 installations intended to address the Online Safe login/access problem - BTW, I did not experience this issue with my 20.4.0.40 installation.

 

The second patch also went in without any errors being reported by the patch installer.  However, shortly thereafter the system experienced the aforementioned application fault issues...  So it was the secondary patch that apparently did not integrate properly for some reason.

 

The NRnR tool pulled out the newly broken installation then reinstalled the most recent pre-patched 20.4.0.40 release, as afterward, it did not require any additional patching.

 

Hope this clears up any remaining questions...

 

Regards,

John