About a month or two ago, my computer started locking up on full scans. However, I noticed that when I turned off "Rootkits and Stealth Items", I'd get a dialog for the crash but the screen wouldn't go black. The two times I watched, it crashed at different places.
Last night I reinstalled NAV from scratch off your site but am still seeing this issue.
Hello
Welcome to the Norton forum.
Do you have any other security product installed?
Could you also give details from the crash dialog or a snapshot of it?
Thanks
I used to have Macafee on a while ago, but I'd pulled that off the year prior and removed it totally from the registries. NAV ran without difficulty for 9 months or so.
I also think I'm seeing this in background checks. Last night I was working on something else and the computer was on. I saw the "Norton performing background tasks". A short time afterwards there was nothing but a black screen. The computer showed it was on but I was locked out and couldn't see anything.
I've got the computer out in the car. I'll bring it in and see if I can run a full scan to crashpoint and tell you what it says.
Just remembered - I do run Malwarebytes (free version). But I've never had problems with it, and I've got it installed on two other computers (one with XP) and both with NAV and their scans run just fine.
Okay, here's what the problem is. I ran a full scan with the screensavor down so I wouldn't "black out". Eventually it pointed to a file in "Thunderbird\progiles\62|56859.default" (note the pipe symbol in the directory name - not that it makes a difference).
Here, I got a microsoft dialog pop up that said "Symantec Servcie Framework has encountered a problem and needs to close."
After rebooting, I went down to that specific directory and right clicked so I could run a custom scan on the directory. It went in, scanned 76,996 files, then crashed the same way.
What now?
Ah.. interesting.. a pipe symbol in a folder\directory name! As far as i know, windows does not allow special characters in the directory or file name, but thunderbird is able to create it !?!! 'May be' thats the reason for the crash , Not sure.
If you want the full system scan to run to completion, exclude this particular directory from scans. settings -> Computer settings -> Click 'configure' against 'Items to exclude from scans' under Anti-virus and SONAR exclusions and browse to this directory.
This is one-way to make the full system scan run to completion.
Creating exclusion is generally not recommended, but in your case, it is important to make the scan run to completion (because of the large number of files that are skipped from scanning after the fulll system scan crashes)
The excluded folder is still protected by real-time protection and email protection.
Dropping that directory out of my search gave me the full scan I'd missed for months. Thanks! I'm in the process of creating a new profile on thunderbird and deleting the old (corrupted) one out.
Indirectly, Norton found this issue and helped identify it. Thanks!