NAV 2010 Crashing on Windows 7

Hello

 

Recently updated NAV 2009 to 2010.  Running Windows 7 Professional 64 bit.  For the past two days I'm finding that NAV has crashed early in the morning.  Something is causing ccSvcHst.exe to crash. These is from the event viewer.

 

2nd crash - 09/25/2009  at 10.43 am

 

Faulting application name: ccSvcHst.exe, version: 109.0.0.107, time stamp: 0x4a92f9d9
Faulting module name: ntdll.dll, version: 6.1.7600.16385, time stamp: 0x4a5bdb3b
Exception code: 0xc0000005
Fault offset: 0x00038c39
Faulting process id: 0x704
Faulting application start time: 0x01ca3d492c552160
Faulting application path: C:\Program Files (x86)\Norton AntiVirus\Engine\17.0.0.136\ccSvcHst.exe
Faulting module path: C:\Windows\SysWOW64\ntdll.dll
Report Id: ca26e158-a9e1-11de-9244-0050b6059c11

 

1st crash 09/24/2009  at 8:21 am

 

Faulting application name: ccSvcHst.exe, version: 109.0.0.107, time stamp: 0x4a92f9d9
Faulting module name: ntdll.dll, version: 6.1.7600.16385, time stamp: 0x4a5bdb3b
Exception code: 0xc0000005
Fault offset: 0x00038c39
Faulting process id: 0xd10
Faulting application start time: 0x01ca3d117737cf08
Faulting application path: C:\Program Files (x86)\Norton AntiVirus\Engine\17.0.0.136\ccSvcHst.exe
Faulting module path: C:\Windows\SysWOW64\ntdll.dll
Report Id: d0a12698-a904-11de-a6bf-0050b6059c11

 

Unfortunately the problem is happening while the PC is idle. No crash has happened while I was at the console. I do have archives of the crash reports sent in to Microsoft automatically, just point me to where I can send them.

 

Last note, there was one Windows Update added, KB974332 which I will try to uninstall to see if the crashes stop.

 

Keith

 

 

 

Welcome to the Norton Community

 

The best thing to do to clear this is an uninstall and reinstall of NIS 2010

 

Remove your current installation with the Norton Removal Tool from here

 

http://www.symantec.com/norton/support/kb/web_view.jsp?wv_type=public_web&ssfromlink=true&sprt_cid=1a13409b-29db-4397-a286-9dec49f8e252&seg=hho&ct=us&lg=en&docurl=20080828154508EN

 

Run it twice with a reboot after each run. Note that NRT will remove all Norton products on your system

 

Then reinstall NIS 2010 from the install folder on your desktop from your previous installation. If you do not have it there then download NIS 2010 from here

 

www.symantec.com/nis10

 

 

Message Edited by mdturner on 09-25-2009 07:07 PM

mdturner: you mean NAV, not NIS ;-)))

Also, the link you indicated above for NIS is invalid, it should be: http://www.norton.com/nis10

Since beerbum has got NAV, the NIS link can obviously be disregarded ;-)

 

beerbum:

Please download the full NAV 2010 installation package from over here:

http://www.norton.com/nav10

 

Save it to your desktop before running the removal tool.

Message Edited by Yaso_Kuuhl on 09-25-2009 08:32 PM

Thanks Yaso - my brain is overheating:smileywink:


mdturner wrote:
Thanks Yaso - my brain is overheating:smileywink:

Lol, errare humanum est (to err is human)  ;-) Same thing happened to me, too ;-D 

ok I'll try the uninstall / reinstall first.. However I have a suspicion it has something to do with KB974332, since as per http://support.microsoft.com/KB/974332 :

 

Applications that are included in the August 2009 update

 

Application ---- Behavior after you install the update

 

Altiris and Symantec Virtual Software up to version 6.1.499.x ----  Upgrade Block to avoid errors during Windows upgrade

 

--- 

 

Up until this update was installed, NAV worked fine..

Hi

 

A Google search of C:\Windows\SysWOW64\ntdll.dll shows there have been problems with this for quite some time even before Windows 7. This .dll I saw can cause many things to crash. I'm not any computer expert, but I figured to try and see what a search of that .dll would show. It seems that it can cause many things to crash over the years. I don't know, but maybe it has something to do with WOW if you play that game. This is just a guess on my part. Maybe it will give a clue to someone.

SysWOW64 has nothing to do with the game WOW.. Rather it stands for Windows on 64-bit Windows.. http://en.wikipedia.org/wiki/WOW64

 

anyway, reinstall complete.. now to let the system sit idle overnight and wait to iss if it crashes again..

so far so good… it appears the reinstall for once did the trick… even with KB974332 installed no crashes so far… I’ll give it a week tho until I breathe easy, since that’s about how long between the time I upgraded NAV 2009 to 2010 before it started to crash…


beerbum wrote:
so far so good.. it appears the reinstall for once did the trick... even with KB974332 installed no crashes so far.. I'll give it a week tho until I breathe easy, since that's about how long between the time I upgraded NAV 2009 to 2010 before it started to crash..

 

Glad to hear it has gone well so far. Look forward to you telling us in a week that all is still working.

beerbum wrote:
so far so good.. it appears the reinstall for once did the trick... even with KB974332 installed no crashes so far.. I'll give it a week tho until I breathe easy, since that's about how long between the time I upgraded NAV 2009 to 2010 before it started to crash..

I've found that a windows update sometimes can change pre-existing settings that shouldn't be changed.  So re-installing the damaged program puts the settings back in place and the problem is solved.  Some packages (MathType comes to mind) even tells you that if you reinstall MS Office, you need to first uninstall then next reinstall MathType.

 

In this case, I am curious to know whether or not you had NAV set up to monitor MS Office?  If the update modified MS Office and NAV had become integrated in the pre-existing MS Office, that might have caused the program.