New game-AION not compatible with NIS?

Norton Security | Norton Internet Security
1

I just asked this on the AION Beta forums but I'm gonna post it here for others to read as well.

 

SO after playing hte beta for a few hous I will quit the game and notice an error pops up "symantec shared component" stopped working; now I'm a huge gamer and I never see this message pop up before.  I have 21 errors for all this in relation to playing AION

 

Heres the error via "Windows Vista Problems/Reports"

 

Problem Signature:

 

Problem Event Name-APPCRASH

Application Name: cltLMH.exe

Application Version:  9.7.2.3

Application Timestamp: 4a70f260

Fault Module Name: ntdll.dll

Fault Module Version: 6.0.6002.18005

Fault Module Timestamp:  49e03821

Exception Code: c0000005

Exception Offset: 00065f89

OS Version:  6.0.6002.2.2.0.256.1

Locale ID: 1033

Additional Information1 : bfef

Additonal Information 2: e8adce1c2b9e7be834b4063ac3c53863

Additonal Information 3: bfef

Addtional Information 4:  e8adce1c2b9e7be834b4063ac3c53863

 

Extra Information about the problem:

 

Bucket ID:  1411231962

 

 

And of the 21 of the errors I noted that 3 of them are exactly to the T; same bucket ID, same additonal information, etc etc. I'd hate to go thru all of htem but if I must I will to determine if they are the exact same error message/coding

 

Any thoughts why I'm getting this error?

 

2

Hi ltolman

 

We were able to get a few mini dump files with the same crash which we will investigate. Will get back to this post when we have more info.

Also, it would not hurt if you could provide such a dump if available

 

Regards,

 

Dan

3

The "dump" option is only available at the same time as the crash right?  Is there a way I can find it on my computer right now?  Again I have 21 errors stacked up in my "Microsoft Problems/Reports" area within my control panel about this problem.  But again I'm wondering where I can aquire the dumps you speak of, or if I need to reproduce the error?

 

Then shall I upload the dump here?

 

Thanks (for the reply and that you're looking into it :P  )

4

This problem was reported for Norton 360 also. You can try the suggestions from this thread:

http://community.norton.com/norton/board/message?board.id=Norton_360&message.id=18434

5

From looking at the issue reported in N360 as well as here, it appears that the conflicting application is CLTLMH.exe. Not sure if creating firewall rules for this application would fix this problem. But again, knowing the number of solutions Yogesh has authored, you can certainly give it a try.

 

As far as I can see, CLTLMH is be a symantec component. The way the game application (AION) interacts with this file is the trigger for the crash. So, if I were you I will try to disable the Norton Product Tamper Protection and see how it goes.

 

-MbR

 

  

6

Hi ltolman,

We would like to get a crash dump to help us analyze this error. Could you assist us by following the steps below to generate a crash dump?

1. Download Debugging Tools for Windows

 

32-bit - http://msdl.microsoft.com/download/symbols/debuggers/dbg_x86_6.11.1.404.msi

64-bit (AMD) - http://msdl.microsoft.com/download/symbols/debuggers/dbg_amd64_6.11.1.404.msi

64-bit (Itanium) - http://msdl.microsoft.com/download/symbols/debuggers/dbg_ia64_6.11.1.404.msi

 

2. Install the package


3. Open an elevated Command Prompt (i.e. Run as Administrator)

    a. C:
    b. cd “c:\Program Files\Debugging Tools of Windows”  (or cd “c:\Program Files (x86)\Debugging Tools for Windows” on x64 systems)
    c. tlist -m cltlmh.exe

It shall give you two process id’s, write them down (say 328, 3564)

    d. adplus

Skip any warnings related to script interpreter if any.  There will be a new Command Prompt window show up, close it.

4. Turn off Norton Product Tamper Protection from the Misc Settings section of the Norton Product Settings
5. Run the product and let it crash, do not click anything
6. Go back to the Command Prompt

    a. adplus -crash –p 328

    replace the pid 328 with the one found in step 3c
    
    b. adplus -crash -p 3564

    replace the pid 3564 with the one found in step 3c

7. You should find cdb running in the task bar.  After it disappeared, the dumps are taken. 

 

8. Go back to the Debugging Tools for Windows folder (e.g. C:\Program Files\Debugging Tools of Windows) and there will be two new folders created.  Please compress these two directories.

Let me know when you have this, and I'll send you a private message with information on where to upload it.

 

7

I hope I get a quick response because the AION client is open beta and it ends tomorrow (Sunday the 13th); after that date there will be no way for me to test it until I decide to buy the full game after the 22nd (though thats why I was wondering if Symantec was aware of this because whos to say I may encounter this same problem with actual game client)

 

Anyways well heres what I did (I am thinking your step by step guide wasnt full)??

 

a-downloaded the application

b-ran the application (installed it)

c-disabled the tamper mode within NIS 2009

d-launched AION

e-error popped up did nothing (to close it)

f-ran an elevated prompt of command prompt

g-got to the proper folder

h-typed in   tlist -m cltlmh.exe

 

but then I got an error saying "no tasks found using CLTLMH.exe

 

gonna try this again (until then assume that my task is not completed and I am stuck)

8

Hi ltolman

 

cltlmh.exe runs only on a as needed basis - the vast majority of time it is not in use- that is why the process was not found.

 

Anyway, the bottom line is that there seems to be an incompatibility here, we are aware of it and are looking into ways of tackling it.

 

We will get back to this thread with more info when available

 

Regards


dannt

9

Remember prior to me asking for help I had enabled my firewall within Norton that everything related to NC Soft/Launchpad/AION/GameGuard was set to "allow" I thought that mightve fixed it but I guess not.

 

So do you not need any more information from me then? I was noticing the error is within my "event viewer"; do you need any data from that at all?

 

Anyways thank you for your prompt feedback