Need help: Norton 360 crashes windows 7 vaio laptop

Dear all,

 

I just bought Norton 360 from this website:

http://buy-static.norton.com/norton/ps/3up_ae_en_navnis360_br_nf_nav.html?om_sem_cid=hho_sem_sy:ae:ggl:en:e|kw0000000559|39517884849|c&country=AE

 

After installation of the Norton 360, my laptop system crashed and showed the blue screen with a message: 

PAGE_FAULT_IN_NONPAGED_AREA

After forced reboot, it always crashes after 5 to 10 minutes.

 

My laptop product name: Sony Vaio VPCCA15FG

 

OS: Windows 7 (64 bit) home premium Service pack 1

 

I have tried several things I found from this forum:

  • uninstall all the previous antivirus software using add/remove program and also using the tools from this site: http://singularlabs.com/uninstallers/security-software/
  • uninstall and install Norton 360 several times through add/remove program and using the norton removal tool
  • Scan my computer using malwarebytes anti malware and nothing found
  • check my system using CHKDSK and everything is good

What should I do next? Shoul I ask for a refund or is there any cure? I've wasted a lot of time due to this problem.

When I uninstall the Norton 360, my computer works perfectly.

 

Please help. Thank you!

 

 

 

Do check for that Microsoft Update that Apostolos mentions at the end of his message in Update History on your PC -- Control Panel / Windows Update and click on Update History in the left column.

 

Have you checked out the Sony support pages for your model and configuration? It seems to be an Asia Pacific model?

 

There are a lot of updates and one BIOS update http://www.sony-mea.com/support/download/480458/product/vpcca15fg 

specificlly mentions

 

<< This program will update BIOS to version R0242V2 will have the following improvements:

- Improved battery life.
- Enabled Hybrid Graphics Fixed mode.  >>

 

I don't know what it is they enabled in the graphics but if Apostolos has touched on something it could be worth updating although this updated BIOS predates the MS KB article on the problem ......

 

I would be cautious about BIOS updates without making an image of the hard drive since if the BIOS update fails you may lose everything with any recovery. And make sure you have made any set of Recovery Media that the SONY enables you to do in order to restore to factory condition.

 

Looking at the specification for the PC it does have one of the graphics chips that Microsoft list in the KB article Apostolos referred you to.

 

AMD Radeon™ HD 6630M / Intel® HD Graphics 3000 

 

but unfortunately Microsoft say None against Sony for updated drivers ..... and the even worse news is that SONY have announced they are selling off their notebook activity so who knows what future support they may give.

 

Can you check the Version ID of your N360 -- it's under Support / About in the format nn.nn.nn.nnn  where n is a number.

Dear all,

 

I just bought Norton 360 from this website:

http://buy-static.norton.com/norton/ps/3up_ae_en_navnis360_br_nf_nav.html?om_sem_cid=hho_sem_sy:ae:ggl:en:e|kw0000000559|39517884849|c&country=AE

 

After installation of the Norton 360, my laptop system crashed and showed the blue screen with a message: 

PAGE_FAULT_IN_NONPAGED_AREA

After forced reboot, it always crashes after 5 to 10 minutes.

 

My laptop product name: Sony Vaio VPCCA15FG

 

OS: Windows 7 (64 bit) home premium Service pack 1

 

I have tried several things I found from this forum:

  • uninstall all the previous antivirus software using add/remove program and also using the tools from this site: http://singularlabs.com/uninstallers/security-software/
  • uninstall and install Norton 360 several times through add/remove program and using the norton removal tool
  • Scan my computer using malwarebytes anti malware and nothing found
  • check my system using CHKDSK and everything is good

What should I do next? Shoul I ask for a refund or is there any cure? I've wasted a lot of time due to this problem.

When I uninstall the Norton 360, my computer works perfectly.

 

Please help. Thank you!

 

 

 

Hi Hugh,

 

It's a problem affecting many Vaio users.

There are some advanced steps to take, but without having the pc in front of me it's impossible.

If the pc had hybrid graphics but with Nvidia chip, not AMD, I could even prepare a custom driver file in order to install some of the latest Nvidia drivers and completely disable Intel graphics.

Only minor caveat is that the graphics drivers lose the digital signature as a "whole", but all the files inside the driver remain digitally signed.

This can solve the issue, already tried it on a friend's Vaio.

With AMD, I do not know and I do not touch because I am not aware if AMD has something similar to CUDA architecture.

The BIOS update will probably be of no help and if any problems arise, Sony recommends that the pc is sent to them in order to flash the BIOS. Of course there is also the warranty issue, if the user has a extended warranty or not.

The simplest solution is either the additional MS update but my guess is that it is already installed, so the removal of KB 2670838 and IE11 or IE 10 could maybe reduce the problem and allow N360 to install correctly.

Please let me know if you have any extra things in mind, maybe I could help.

 

Best regards,

I defer to you although I would be interested to know where the bit about IE10 or 11 comes from since I didn't notice it in the MSKB stuff.

"where the bit about IE10 or 11 comes from since I didn't notice it in the MSKB stuff."

 

Hi Hugh,

 

Please see:

 

http://support.microsoft.com/kb/2818833

 

Regards,

Hi again,

 

If you know someone, or maybe youself, to make a similar file for AMD latest drivers this could work.( assuming that OP will use only AMD card and disable Intel graphics and all associated Vaio services in the future. (Switch from Stamina mode to Speed mode etc).

The attached file is for Nvidia and the file name is different for ATI/AMD cards.

You can open the file with Notepad.

P.S. Attachment in next post.

 

Regards,

 

Hugh,

 

Here's the attachment, I changed the extension to.txt in order to upload it, but the.txt extension should be changed to .inf

(Folder option "hide extensions for known file types" must be unchecked).

 

Regards,

Thank you very much for your reply.

I have KB 2670838 and 2834140 installed in my computer.

Then I tried to uninstall IE 11 and rebooted my computer, but it went terribly wrong. So I recover it in safe mode and then I'm afraid to do anything further. 

(mariasusatio)


Apostolos wrote:

Hugh,

 

Here's the attachment, I changed the extension to.txt in order to upload it, but the.txt extension should be changed to .inf

(Folder option "hide extensions for known file types" must be unchecked).

 

Regards,


Not something I need thanks.

" Then I tried to uninstall IE 11 and rebooted my computer, but it went terribly wrong. "

 

Hi,

 

How did you try to uninstall IE 11??

What exactly happened??

 

Regards,

I uninstalled the IE 11 from the Control Panel > Programs > view Installed Updates

Then the computer won't reboot.

Thank you so much for your help, I have decided to ask for a refund and get another anti virus.

Maybe it's time to get a new laptop :-(

(mariasusatio)

"

I uninstalled the IE 11 from the Control Panel > Programs > view Installed Updates

Then the computer won't reboot."

 

Hi,

 

This is not normal, I think that the pc has issues and the unsuccessful removal of IE is certainly not N360 related.

Best of luck and sorry for your experience.

 

Regards,