NIS Addins causes IE to Crash (Vista-IE7)

Norton Security | Norton Internet Security
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I did a search on these forums, some were dating 2008 and 2009 and some didnt particulary pertain to my issue.

 

Since installing NIS 2011 closing Internet Explorer has caused A LOT of crashing.  Windows is saying it might be an add on thats causing the issue.

 

Well I was off work yesterday and the day before.  I tried to do some troubleshooting but I couldnt narrow it down; now I think I may have.

 

Wow where to start LOL

 

Well when I click the Internet Explorer icon (IE 7, Windows Vista Ultimate SP 2) my personal page loads up that has over 500 links on a single page; completely categorized.  To get a feel of what I do specifically I'm sorry but I'm gonna have to show you everything.

 

Email: I will open up 3 Tabs

Gaming: I will open up 1 Tab then close the Email Tabs leaving this one single gaming tab, then I will open up 7 more tabs

Gaming Part Two: I will open up 1 Tab, close the other Tabs then open up 12 more Tabs

Extra: I will open up 1 Tab then close the rest of the tabs, then I will open up 3 more Tabs

Extra Part Two: I will open up 1 Tab, then close the rest

Extra Part Three: I will open up 1 Tab, then Close the other (rest) then open up 5 more Tabs

Then I will close Internet Explorer and watch that pretty dialog box pop up "Internet Explorer has crashed, please wait while we find a solution"

 

 

Visiting all these sites probably can take me 30-45minutes.

 

Last night I viewed all these sites with no add ons=spent the same time frame and closed Internet Explorer got no errors

 

Tonight I had just  the "Norton Toolbar" enabled (under add ons) and IE crashed.

 

Tomorrow I will try it just using the Symantec Intrusion

 

Followed by Saturday just using the NCO BHO Add On

 

Usually though I will have all 3 enabled at all times; no other add ons and IE 7 will crash after viewing several sites

 

But apparently the quantity has nothing to do with it either; it can even happen having only 1 but after a timeframe.  So now I'm wondering if having one of these Add Ons after x amount of minutes is causing it to have a repercussion.

 

LOL That will be for Sundays test.

 

I'll keep you updated every day but for now just know that the "Norton Toolbar" add on after 30minutes + of internet browsing; its causing IE 7 to crash when you close the window.

 

PS: Unlike the rest of the threads going on, when I download something I do not get an error, when I close a tab I do not get an error; I personally have only gotten the error by closing the window (upper right- Red X button) after a timeframe of browsing the internet

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PPS: Every day prior to browsing the internet I'm also erasing all history, all cache, cookies etc.  Then going into %temp% and removing the remaining files; just so we can rule out that something in there isnt causing my issue

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Using just "Symantec Intrusion" caused IE 7 to crash upon closing the window

 

(I was only half way thru viewing my stuff)

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Hi ltolman,

 

Right off the bat I do have a few questions.

 

1. Is your Vista 32 or 64 bit?

 

2. When did you install NIS 2011 and have you had this problem from the beginning or did it start sometime later? What security software did you have before this? If it was something other than an earlier version of NIS did you remove it using a removal tool from that vendor before installing NIS? If you did have an earlier year of NIS before this, which one did you have? 2010, 2009, etc.

 

3. Do you currently have any other security products installed besides NIS 2011?

 

4. Is there a reason you have not upgraded to IE 8? It is possible this could be part of the issue also. Even though NIS techinically supports IE 6 and later, it is recommended that you upgrade to IE 8.

 

Best wishes.

Allen

5

The Symantec NCO BHO add on ONLY crashed IE 7; after 20minutes of surfing the net (when I closed the window).

 

To answer your questions:

 

1-Vista Ultimate 32bit SP 2 (Full Install-not an upgrade)

 

2-Well I've kinda seen this crashing happen periodically when I had NIS 2010 installed but definitely NOT AS MUCH until I installed 2011.  And whether I did or didnt have other products installed during my 2010; I do know that I used Norton Removal Tool to remove everything before I installed NIS 2011.  After installing 2011, I havent installed anything else (including the free tune up thing)

 

3-Well under services.msc Windows Defender says "automatic" but doesnt say its started.  My Windows Firewall is set to automatic and it does say its "started".  I have HiJack This installed and also MalWarebytes Anti-Malware installed too but none of these is set to automatically scan whenever they want.  Each of these I have to manually run.  Outside of that, no other Security Software is installed.  Besides this is all about "ADD ONS" 

 

4-LOL one of the main reasons I choose not to upgrade to IE 8 is because I dont like the fact your browsing history is under the pull down menu; even if you were to erase your so called history it still shows it there.  While I may not have a girlfriend or am not married, the premise is still the same: If I visit a site to SHOP online for a gift, no matter what I do to erase it (least as far as I know), it wont ever get rid of that URL I visited.  I know IE7 does

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Is the IE 7 Phishing FIlter turned off?  There is a real time component to this that may be conflicting with the real-time heuristic component in Norton Antiphishing, which belongs to the NCO BHO.  With as many tabs as you have loaded, this could conceivably cause some problems.

7

Hi ltolman,

 

Thanks for the information. This may appear to be about add-ons and it may well be but things can interact in unexpected ways so all the questions I asked you are in fact important to get a full picture.

 

Is your MalwareBytes the free or paid version? Only the free version is recommended to have installed alongside NIS.

 

When you ran the Norton removal tool what exactly was the process you followed?

 

We recommend a conventional uninstall through control panel > uninstall a program. Then reboot, run the removal tool, reboot and run the removal tool a second time. Then reboot and reinstall NIS. Is this the process you followed?

 

You indicated having problems (though less frequently I understand) when you had NIS 2010 so it may be advisable to run the removal tool again if you did not follow the process I just outlined.

 

Also about IE 8 I'm not sure why you feel browsing history is not erased. I do it all the time. Tools > Options > General tab, then click Delete under browsing history. On the next page you select what you want to have removed and it does it. At worst you might have to restart IE to get everything erased completely.

 

Best wishes.

Allen

8

oooooopsss

 

perhaps my problem is fixed and maybe Nortons Add Ons isnt the issue??

 

While I was un installing and re installing NIS 2011 on my desktop I messed around with my laptop and apparently one of the forum threads I bookmarked was that my IE 7 was crashing a lot.

 

Turns out after reading the article that I had a conversation with Microsoft itself and determined that it was a problem with msconfig and that one of my startup items was causing my IE 7 to crash repeatedly.

 

DPPRAgnt Module which apparently belongs to Microsofts Fingerprint Reader (helps sign me into my desktop and any other website without typing-fingerprint only)  Course I dont even use the fingerprint reader outside of signing into Windows itself. I  use Norton Internet Security for all my passwords/log in information.

 

Anyways I still dont know why Microsoft was reporting one of my add ons was causing the issue.  I unchecked that module a day or so ago and wanted a couple days of browsing the net to make sure that was in fact the cause.  Since unchecking that item in msconfig I'm not having the constant crashing.

 

For those that dont have a Microsoft Fingerprint Reader; Microsoft suggested to go into msconfig; then startup, disable everything then start adding a few check marks until you can finally figure out which one that is causing it

 

On the other hand.  Again I mentioned while I did have DPPRAgnt Module checked and no Add Ons within Internet Explorer I wasnt receiving any crashing until I started enabling Norton Add Ons.

 

So now I'm wondering if Norton/Symantec has a incompability issue with Microsofts Fingerprint Reader?

 

Thanks

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ltolman wrote:

oooooopsss

 

perhaps my problem is fixed and maybe Nortons Add Ons isnt the issue??

  

So now I'm wondering if Norton/Symantec has a incompability issue with Microsofts Fingerprint Reader?

 

Thanks

Hi ltolman,

 

Given the countless third party software applications which all try to co-exist peacefully on your computer it is always possible there could be a conflict with different software. This has happened quite a number of times with me and in some cases I was able to report it to both vendors involved and one or the other resolved the issue and in a few other cases I had to make a choice between two software applications. I would have to say by far and large that most times when I reported an issue, it got resolved though this can take quite some time depending on circumstances.

 

msconfig indeed is an excellent method of determining possible software conflicts and I frequently recommed this in cases similar to yours.

 

If you uncheck everything except the fingerprint reader and NIS, do you still have the problem? Be careful though not to disable core Microsoft services. Basically the only Microsoft service or application you should disable through msconfig is the fingerprint reader.

 

I generally recommend to click on the "Hide all Microsoft Services" button prior to clicking Disable All to ensure you don't disable core OS services. In your case I am not sure if doing this will also hide the fingerprint reader.

 

I would start by hiding all the Microsoft services, then click Disable All. Then uncheck the "Hide all Microsoft Services" and find the entry for the fingerprint reader and uncheck that one.

 

Also be sure to leave anything related to NIS checked as well. Then reboot your computer and test to see if the problem is present.

 

Please let us know how it goes. If this does appear to be a conflict between NIS and the fingerprint reader after doing this test I will notify someone from Symantec and see if they can take a closer look.

 

Best wishes.

Allen

10

Hi ltolman,

 

I've done some more research on the Microsoft fingerprint reader and there are a couple of things to be aware of:

 

1. Since fingerprint reader deals with website logons also, there could be an inherent conflict with NIS since NIS also offers this. If you are curious you could also try disabling Identity Safe in NIS Web Settings and see if you still see the crash issue. If this is the cause of the conflict then chances are nothing can be done about it. You would simply have to choose one or the other to use and not both.

 

2. Microsoft has discontinued fingerprint reader as mentioned in the following Microsoft link. They indicate that it is not supported starting in Windows 7. So ultimately it looks like you will lose this utility anyway.

 

http://www.microsoft.com/hardware/support/fingerprintreader.mspx

 

Hope this helps.

 

Best wishes.

Allen

11
ltolman wrote:

 

4-LOL one of the main reasons I choose not to upgrade to IE 8 is because I dont like the fact your browsing history is under the pull down menu; even if you were to erase your so called history it still shows it there.  While I may not have a girlfriend or am not married, the premise is still the same: If I visit a site to SHOP online for a gift, no matter what I do to erase it (least as far as I know), it wont ever get rid of that URL I visited.  I know IE7 does

Did you uncheck the box "Preserve favorite website data"?

 

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