Hi Erik,
I have the same issue with the rebooting and Blue screen. I have dump files. WinDbg shows most the time ythat process pifCrawl.exe was running along with the module ati2mtag.sys. I have a Lenovo desktop model 9702-CTO running XP SP3.
I can send you dump files if you need those. I had updated the ATI drier and waiting to see what is going to happen.
Thanks,
Mark
Hello again. My apologies for not coming back when I said I would. Since I last reported, I just simply reinstalled my clients operating system and instructed him not to use Norton until they had a fix for his problem. He is a dedicated Norton user so I will keep track of this thread until it is resolved. As far as the other problems he was having after I disabled liveupdate, i do not believe they are related. But I cannot be certain. My apologies for not being able to provide a dump file. There is one striking difference that i do see in all of this and that is that my customer is expierencing these problems with Norton Internet Security Suite. To my knowledge he doesn not have Norton 360.
The issue is resolved by updating ATI video driver. In my opinion the issue is related to the combination of XP SP3, Norton 2008 products and one of the outdated drivers on the system. At least, I was able to ping point it by reading my dump reports.
That's great to hear mshvartsman.
Im not convinced that this is the problem, my customers pc has a nvidia card and the whole system had been reinstalled a month prior to this happening. I had all of the latest drivers, unless a new driver came out within that month. Can anyone else confirm if this works or not?
Please provide more details from a dump files.
I just found this place and I've been having the same sort of problem since April and all but have given up on Symantec/Norton. I was getting X'1F' BSOD's from day one once I upgraded from V1 to V2. V1 worked fine.
All this is covered under Incident: 080401-001572 if you can see it?
Unless you can offer different suggestions or can't see the incident, I'm not about to try installing it again. If you can't see the incident, I'll post the details and what transpired if you wish.
Thanks,
Irv Spalten
This is an open forum for anyone to respond in. Accordingly, I suggest that the majority will not have access to your incident log and it would be worthwhile posting relevant details to your problem and the actions taken so far. I am bemused as to how you have managed if you get BSOD all the time. I await your post.
Well, I'm not getting BSOD's, I took off V2 and changed to FREE AV and Firewall awaiting Symatec to 'fix' the problem. After 4 months and no resolution, I've given up hope, but then found this forum. I noticed some people from Symantec here and was hoping one of them could get to the incident and help.
Here is the trail of incidents and what was tried/done. NOTE: N360 is NOT installed at this time. I am willing to try again, but not without some assurances of getting the problem resolved...
===================
Customer (Irv Spalten) - 03/04/2008 03:41 PM
I had V1 installed and tried to upgrade to V2. When it did (I got the D/L today in my discussion on Chat, #3514982). When it went to uninstall V1 it produced a CCSVCHST error. It was terminating it wrong. On reboot I literally got a TON of the same errors.
Used the Norton Uninstall and got rid of V2. Only way I could, ADD/REMOVE just hung.
Tried the install again. It did, but I can change anything? All settings can't be gotten to? I click on the link and nothing happens. For instance, the SYSTRAY Icon shows a RED X. It is because my Browser isn't protected for Phishing. RMB on the Icon and Fix Problem does nothing. I open the program and press the FIX, nothing. I can't set any settings. Can't define backup, etc.
When I try to get the ADD-ON pack, it never comes down?
What goes? V1 was working OK?
Customer (Irv Spalten) - 03/06/2008 04:13 PM
I'm NOT sure you got my last message? I pressed SEND and left the room,
when I returned, the BSOD was there!!!
This is REALLY annoying.
I have N360 working now... but I am 99.9% sure it is causing the BSOD...
no other h/w or s/w had been installed. I suspect it is also network
related. It seems to happen when the last action required Internet
access, such as sending e-mail or using a browser.
Again, in case you didn't get the last message I'm attaching the JPG of
the BSOD.
This time I will WATCH and WAIT until the message goes!
Thanks,
Irv Spalten
Discussion Thread
---------------------------------------------------------------
Response (Vijayakrishnan) - 03/18/2008 10:05 PM
Hi Irv,
Thank you for contacting Symantec Customer Service.
Please accept my apologies as we have not been able to respond to your request in a timely manner. We are experiencing higher than normal message volumes.
All of our staff are working to get to your email as soon as possible. As an alternative we have listed some of the top questions that you may have about Norton products.
If any of these descriptions fit the query you have about your Norton Product please click on the Web URL to retrieve a document that may assist you with answering your query.
1. If you require assistance with renewing the subscription for your Norton product
Title: 'How to renew the subscription for your Norton product'
Document ID: 2004051810092946
Web URL:
http://service1.symantec.com/Support/custserv.nsf/docid/2004051810092946
2. If the days remaining on your subscription are not seem correct or you have renewed your subscription and your subscription status shows expired. This issue may be addressed by synchronizing with the Symantec subscription server.
Title: 'How to synchronize with the Symantec subscription server'
Document ID: 2005090611032646
Web URL:
http://service1.symantec.com/Support/custserv.nsf/docid/2005090611032646
3. After installing a Norton 2007 product and the subscription date has not changed. We would recommend that you reactivate your Symantec product again.
Title: 'How to activate your Norton product'
Document ID: 2005090211464746
Web URL:
http://service1.symantec.com/Support/custserv.nsf/docid/2005090211464746
(Please note your activation key should be on your CD sleeve. If you purchased the product downloaded via the Symantec Store the activation key will be in the confirmation email that was sent confirming your purchase)
4. If you have a question about Norton Ongoing Protection or the automatic renewal
of your subscription.
Web URL:
http://www.symantec.com/custserv/04autorenew/ui.html
5. If you wish to download your Norton Program, please refer to the link below:
Web URL:
www.symantecstore.com/orderlookup
Please let us know if we can be of any further assistance. Thank you for choosing Symantec.
Please reply to this email without changing the subject line.
Best regards,
Mark
Supervisor
Symantec Customer Service
Disclaimer Note:
This message (including any attachments) is intended only for the use of the individual to which it is addressed.
If you are not the intended recipient, please do not follow any instructions provided within this message. Any instructions or offers contained within this message are for a specific person, system configuration, location, and situation. Following these instructions may adversely affect your system if you are not the intended recipient.
If you have received this communication in error, please notify us immediately by telephone and (i) destroy this message if a facsimile or (ii) delete this message immediately if this is an electronic communication. You are hereby notified that any use, dissemination, distribution, or copying of this communication is strictly prohibited.
Thank you.
Customer (Irv Spalten) - 03/12/2008 06:42 PM
This doesn't SOLVE it at all... just brings back the BUGCHECK of X'07F'.
I've installed this 3 times already using different methods...
1) Plain uninstall and reinstall
2) Plain uninstall and ran the Removal too and reinstalled.
3) Ran the Removal tool a few times, searched the system for 'norton'
or 'symantec' folders and removed them, and did the same for the
registry. and reinstalled.
Now what you suggested...
There is a PROBLEM with YOUR code, and I suspect it is in conflict with
my N protocol Wireless Network driver (LinkSys WMP300N) and/or the
associated LinkSys monitor. It seems that I get the BSOD either when
using the Internet or when the Internet is checked by a program. Not all
the times, but it seems this is when I can associate a task to the BSOD.
WITHOUT N360 V2 installed, or when V1 was installed I NEVER got a BSOD.
Look, if you can't fix this, let me know. Can you substitute another
suite, like the Internet Security Suite for this?
I can't operate with N360 installed. HELP... get a developer on this and
have them CONTACT me. I am very knowledgeable and worked in a PC OS
support organization for IBM for over 10 years. I was a RELEASE MANAGER
for a product and am now retired. I have been a developer and written OS
code and have seen the MS Windows code. I'm willing to help here, but
you need to get me something that can debug and pin the problem down.
Please forward all the into and the JPG to a developer!!!
I had a TON of problems (research the prior contacts under my name in
both e-mail and phone calls) trying to get V1 installed and working and
I wasn't 100% satisfied that it was working correctly. I had issues with
some programs I was using, mostly Firefox web browser. I really want to
use V2.
Like I said, if you can't do that, please get me ISS and a license
number to use that... I don't want my computer UNPROTECTED....
Thanks,
Irv Spalten
Customer (Irv Spalten) - 04/01/2008 06:30 AM
Please SEE Incident: 080304-006272.
I *CAN NOT* use N360 since I get random BLUE SCREENS OF DEATH since V2 was released. I had a HARD TIME even getting V1 installed, and I'd prefer to use V2 to see if it is any better.
I have REMOVED N360 to stop the BSOD's. I am NOT using it, and my license is ticking away.
My problems with V1 were :
Incident: 071126-001644
Incident:071201-003700
Incident: 071220-001841
Look, this program (I have the 3 license version) just DOES NOT WORK on my system, and until this is cleared up, I'm RELUCTANT to put it on my other system my wife uses.
PLEASE, all I ask for, is a DATE when this might be resolved, and an extension of the license to cover the month or more on NON-USE.
If you CAN NOT do that, can you get me a copy of something THAT WILL WORK, like the Internet Security Suite!!!
Thank you,
Irv Spalten
Customer (Irv Spalten) - 04/07/2008 04:43 AM
Please READ all my messages!
This *HAS BEEN DONE* already.
RESULT... I get a BLUE SCREEN OF DEATH, X'1F' randomly. With N360
removed, NO BSOD's.
I need a FIX or REPLACEMENT Security Suite.
Why it is that no one appears to be able to understand this? I'm
continually told to re-load N360, which I've tried 3 times already. The
results DO NOT CHANGE!!!!
Thanks,
Customer (Irv Spalten) - 04/04/2008 07:28 AM
Could you PLEASE READ my message again!
I *can* install V2. I just can't *USE* it as it caused BLUE SCREENS OF
DEATH, X'1F' to be exact.
I would LIKE this fixed or another product, such as Internet Security
Suite which MIGHT work for me as a replacement.
PLEASE RE-READ MY MESSAGE again! If you do NOT understand something in
it, please respond BACK and I'll try clearing it up.
I have the V2 installable on my system, I just CAN NOT USE the program
reliably.
Thanks,
Customer (Irv Spalten) - 04/25/2008 02:45 PM
PLEASE RE-READ MY MESSAGE!!!!
Yes, I typed that in CAPITAL as I am YELLING!!! I am complete agrivated
by Symantec's inability to read my messages, COMPREHEND them, and FIX MY
PROBLEM!!!
Let me select parts for you to try and comprehend from messages below...
Your REPLY
===============
I understand from your message that, you are unable to download and
re-install your Norton 360 program.
===============
What I said in MY message
===================
I *can* install V2. I just can't *USE* it as it caused BLUE SCREENS OF
DEATH, X'1F' to be exact.
===================
We've been trading messages for weeks with either a promise that a TECH
will look at my problem and get back to me or endless messages just like
this one, not reading my message and telling me to d/l it and install it
as it seems I can't do that!
PLEASE FIX THE PROBLEM and stop harrassing me by NOT READING my message
and just responding to get it off your work list!
Thanks,
Irv Spalten
Irv SpaltenIrv Spalten
==========================
What above shows was me getting upset as I was getting passed on to 3 different incidents. The usual response back to me was
=====================
Thank you for mailing us again.
I understand from your message that you are getting blue screen error after installing Norton 360 program on your computer.
I understand your concerns. This issue may be caused due to conflict with other softwares installed on your computer. In order to resolve this issue, I request you to perform the steps given below:
-- Start your computer in safemode
-- Enable Symantec and Microsoft services alone
-- Restart your computer in normal mode
To do please proceed with the below given steps:
Step 1: Start your computer in safemode:
Title: 'Starting your computer in Safe mode'
Document ID: 2001052409420406
http://service1.symantec.com/Support/tsgeninfo.nsf/docid/2001052409420406> Web URL:
=================
No one EVER read what I wrote... I gave up...
I took a picture of the BSOD with my digital camera (not sure if I still have it?) and I was never sure it got to them?
I hope this formats OK? Cut and Paste from e-mail messages seems to have done a job here?
Folks,
Unfortunately, it’s inevitable that we are by our own since all these companies moved their support overseas. The ‘techs’ have no even shred of the technical knowledge and furthermore, understanding what support is about. They are not even escalating the issues to the next level. I know this for a fact. I used write the Knowledge Objects and Troubleshooting Procedures for one of the companies.
Irv, would you please share with us the model of your PC and OS that you are running on it.
I am afraid that you would need to clean the registry from leftover of Norton.
This is a Dell XPS Gen 5 3.6 GHZ running WinXP Pro, now SP3. All the problems were with SP2 and Norton's 360 is completely gone and not anywhere in my registry. Has been since last April.
I was hoping the Symantec people responding here would be able to help. Guess not? This was a 3 user package, and I was 'testing' it on my machine first, then intended to move it to the 2 others I have. As my messages indicated I had problems getting V1 working, and after some weeks of playing with Tech Support I was able to get it installed and working. Then V2 appeared. Problems from day 1 with BSOD's. I didn't want to go backwards.
Luckily I got N360 on sale and it wound up being free with the rebates and discounts.
I bought my wife a 3 pack of McAfee's Security Suite and installed that on her MCE machine. Works 'ok', but the AV Scan stops sometimes. So I'm not too willing to put it on my machine.
I am VERY RELUCTANT to use Symantec products again.
We can 'close' this one unless a Symantec person steps up and works with it. I don't want to even try re-installing it to capture the BSOD. It is even possible with SP3 it might not happen, but I'm not willing to try right now.
I see multiple problems listed through your threads. I'll comment on each:
-When it says that your browser was not protected from phishing attacks there could be a couple reasons why:
1. The BHO that we install in order to enable phishing protection was not completely created in the registry
2. You have disabled the add-ons through IE or "allow third party browser extensions" has been disabled
3. A licensing problem with the toolbar (which is resolved by running the norton removal tool)
-ccSvcHost errors. This could be a crash or some other problem. There's not enough information to fully determine the problem.
-Unable to download the Add On Pack. Do you receive an error? More information is needed in order to determine the problem and resolution.
-Random BSOD's. As with any system failure in order to determine what is going on the following is allways needed at minimum:
Registers from BSOD error
File and/or action referenced in BSOD (note if none is mentioned)
Crash dump
If you could provide more information, we can determine what is going on. At the minimum if the action is whenever you use the net, you could try updating your NIC driver to see if that helps. Otherwise, more information is required in order to troubleshoot.
I do not understand your message. Leaving aside grammatical issues, can you kindly advise what you mean by "all those companies"? When you refer to "techs" can you please define to whom you refer.?
I note your comment "I used (sic.) write the Knowledge Objects and Troubleshooting Procedures for one of the companies.". Presumably not in English.
I'm Irv, and I came in here late.
I have had the BSOD with N360 V2 since last March and April. I then REMOVED it from my system more than once in that time period. Each time it was removed, the BSOD's stopped. I tried working with Symantec e-mail support. The standard answer was always the same, un-install, run the Norton clean-up tool, and re-install. It never worked and I never got any other assistance other than that. When it failed to work for the 3rd time I asked for higher level support or a replacement such as ISS to see if that would work better. Never got any other responses.
I jumped in here as I saw people who had 'Symantec' attached to the signatures and had hope they could see the old e-mail messages and would help. I'm not about to try again with N360 so this is a dead subject for me... I had supplied all the information before.
I think I did a poor job of putting those exchanges between me and Symantec e-mail support here. I should have put the entire message in date order so you could see the responses both ways. How I repeatedly told them I had BSOD's (at the end of clearing the install and Add-On problems) and they repeatedly either 'read it wrong' or told me to re-install.
Enough though, there doesn't seem to be Symantec assistance here that can help me.
Irv S.
I would be more than happy to assist, but as stated before more information is needed. The picture of the blue screen you reference would help, but a dump will provide more information as well.
Thank you for clearing my confusion. Your "name" for thread purposes is ispalten and clearly I was searching on that rather than you actual name of Irv. Apologies.
I understand your problem, and agree that the info could have been better presented chronologically, however I quite understood your point and accept that the responses did not resolve your issue. It is unclear however whether you followed the advice given.
Notwithstanding your experience it would not be too difficult to ask a Symantec employee to drop in and look at this thread. However, you really ought to give the experienced contributors here an opportunity to assist you. I wont say anything else because I clearly do not want to waste time if you have made your mind up.
Erik,
erik_carlstrom wrote:I would be more than happy to assist, but as stated before more information is needed. The picture of the blue screen you reference would help, but a dump will provide more information as well.
Well, it seems I still have the picture. Can't paste it here though...
Basically it is the one you get if there is a memory or h/w error. Hence why I suspected the problem to be the interaction of my network card (LinkSys WMP300N) and it appearing mostly when I access the Internet.
The error is a X'7F' followed by (X'0D' and the other 3 all zero's).
Since removing N360 I've not had a BSOD, and that is all that I removed to resolve the problem. I still run Ghost 12. Of course, no dumps or other error warnings/messages (I scour the EVENT VIEWER often) appeared.
I'm *willing* to re-install after a back-up if you are sure you can help and willing to get the needed help that might be required. A lot has changed on my computer in the last 4 months, and I can't even guarantee I'll get the BSOD's again, but I'm willing to try.
If you reinstall, get a BSOD, and generate a dump I will make sure it gets looked at.
cgoldman wrote:
I understand your problem, and agree that the info could have been better presented chronologically, however I quite understood your point and accept that the responses did not resolve your issue. It is unclear however whether you followed the advice given.
The advice given was always the same, uninstall, clean, re-install... well, towards the end it was. Others were of a fact finding nature and they did solve problems with the Add-On not being usable.
cgoldman wrote:
Notwithstanding your experience it would not be too difficult to ask a Symantec employee to drop in and look at this thread. However, you really ought to give the experienced contributors here an opportunity to assist you. I wont say anything else because I clearly do not want to waste time if you have made your mind up.
Well, I'm not sure that without the code anyone here could solve a BSOD, or at least a dump to compare against the code.
I've got many years as a s/w developer and I'm quite knowledgeable with what needs to be done to solve something like this. I'm assuming the problem to be an interaction with my wireless PCI card but I could be wrong. It isn't memory as I would have other problems if that were the case. In the 4 months that N360 has been off my system not 1 BSOD, and I had no BSOD's using N360 V1 either. Just with V2. You be the judge on this one what is the cause.
I did consider going back to V1, but I did have some minor issues with it and assumed V2 was improved. The little I was able to use it I prefered it. So I didn't want to go back.
Irv
erik_carlstrom wrote:If you reinstall, get a BSOD, and generate a dump I will make sure it gets looked at.
OK, how does on force a dump with a BSOD? Depending on what happens, you may not get one. Also, I have 2GB's of memory, and if I try to enable a dump I'm told that on a STOP error there might not be a Dump because of this?