RonCzap, I'm sorry, I forgot that the errors won't show up in the Errors section of Security History on XP. If somebody is experiencing the system tray icon disappearing on Vista or Win 7 I'd be interested that error information.
BushPig wrote:
Reese, there are no entries. I have the icon running now by virtue of rebooting. When the icon is not present, Norton cannot be started by clicking on the short-cut or the program itself in the list of programs. This is very frustrating. For example, I use this computer for my one-person consulting business. My clients will not be impressed that my computer is not secure. I can understand that problems occur. However, I cannot understand that three chat sessions with support did not solve the problem, particularly when I was advised each time that the problem was solved. This seems to be a widespread problem and, as I said, I expect that, at a minimum, some computer users are not aware that Norton has ceased to function since there is no warning other than the absent icon.
I understand your concerns. Are you running on Win XP? I just posted a seperate response in this thread noting that I had forgotten that these errors won't show up in the Error logs.
People are currently researching this problem but I don't know where they are at. To help with your concerns a little, I'll point out that your core security is still in place; the firewall continues to function and real-time protection is still active. The tray icon application is mostly used to notify you of events that have occurred (such as repairing virus or blocking intrusions) and help with e-mail scanning.
reese_anschultz wrote:
I understand your concerns. Are you running on Win XP? I just posted a seperate response in this thread noting that I had forgotten that these errors won't show up in the Error logs.
People are currently researching this problem but I don't know where they are at. To help with your concerns a little, I'll point out that your core security is still in place; the firewall continues to function and real-time protection is still active. The tray icon application is mostly used to notify you of events that have occurred (such as repairing virus or blocking intrusions) and help with e-mail scanning.
Dear Reese,
I am running WINXPSP3. I am also experiencing this problem. Every now and then, it seems that NIS ICON does not show up in the system tray. This happened more with the latest version of NIS2010 17.5.
I experimented and realised that there are issues that NIS do not work at all. When the Icon us not present, I tried downloading (which I have set that NIS will informed me when the download is done), NIS did not do anything. I have also tried not to use my PC to see if NIS background task works....(mine idle time out was set to 2 mins)...after that period, a prompt should appear that NIS is performing background task....but it did not happen.
So, I am not too sure if other features are working as you have mentioned above.
On the other hand, the toolbar for Norton was in IE and I was able to use it for Search.
Naturally, it is easy to say that the core NIS is still working and everything is working....but frankly, from a user point of view that is a very bad excuse.
(ie:- what if at this period a malware got thru....how are users going to use NIS when it cannot be executed.
Thank you
Is there any way to block the Live UpDate program updates so we just get the new signatures? I've uninstalled and reinstalled, and things work fine for a day or two (when it seems the program gets updated). Should we go to anotehr application until this is fixed, and, if so, which one?
Thanks
Reese, thanks for the reply. I run XP. I'm not sure you understand -- or I have failed to explain -- the problem. The icon dosen't disappear after running for awhile. The icon doesn't appear in the tray when I start my computer. In this situation nothing happens when I click on the short-cut or when I click on the program. NIS appears to be totally unresponsive. Are you saying that the core security is in place in this situation? It seems to me it would be very useful for you to confirm if this is the case since my problem seems to be widespread. (The issue seems to be scattered amongst various threads.)
I am now leaving my computer on 24/7 to keep NIS running. (It was re-established by re-booting.) However, this is hardly a solution to the problem.
BushPig,
Actually, I have had the icon disappear after the computer has been running a long time - not just missing after a reboot.
See this topic NIS 2010 - internal program error 40028 in module 3040
floplot:
> This seems to be a problem with some people who have xp sp3.
I have NIS2010 17.5.0.127 installed on XP, Vista, and Win7 computers. The XP computer is the only one where the icons have NOT disappeared. XP Pro + SP3 + updates.
MK:
> I believe it to be timing related with some relationship to processor speed and number of items in the start up.
Your post made me wonder if the "Early Load" feature might affect this issue, but I just checked and all 3 computers are set to Early Load.
That brings up an important issue. NIS' _default_ setting for Early Load is OFF! That is absolutely wrong! Not only is it simply common sense to have your computer security software load early, but Symantec's own Help Package (!) says:
"You should turn on this option for maximum protection."
Symantec: Please set your default for this option to ON in the next update. I request that a Symantec employee on this forum forward this request to the developers.
BP:
> I am sure many Norton users are cheerfully using their computers without noticing that the Norton icon in their system tray has disappeared _and that their protection has failed_.
It might help if users who are experiencing this problem would explicitly say whether the two ccsvchst.exe processes are running or not.
The reason that I say this is that on my 2 computers that did not display the icons, the 2 processes WERE running. So protection had NOT "failed". I understand that other people may be having a different problem than I had.
For the problem that I had, the simple fix on BOTH computers was:
In the notification area (system tray), at the left end of that tray (for Vista and Win7, which were the ones where it disappeared for me; XP worked correctly), there is a small double caret (up arrows). Hovering over it brings up the message "show hidden icons". Click it. I saw that among the hidden icons was the NIS icon. I clicked "Customize". There is a line/row that says "Symantec Service Framework NIS". Its setting was "only show notification". I changed that to "show icon and notification". My problem was solved. And it survives restarts. Check for this before uninstalling and reinstalling.
I realize that there may be different problems that cause the icon to disappear, but you may be lucky like I was.
Joen,
I no longer think there is a simple user fix to this problem. I did try Early Load among other tweaks.
I also have Hide Inactive Icons unchecked (meaning everything displays) and that did not resolve the problem.
Of four XP systems, only one seemed not to exhibit the problem at all. The major difference for that machine was that earlier versions of NAV and then NIS09 had never been installed; just NIS10. However, these are all just guesses without detailed methodical testing. In any case, I rolled back that system as well just to be safe.
I have been having this problem (icon missing in system tray) for some time. It has impacted both the latest update to NIS2009 and NIS2010. In all cases the NRT uninstall followed by a reinstall fixes the problem only to recur within a week or so. I am running vista home premium in a dell inspiron laptop. I manage 4 other PC's running XP sp3 and one with vista running running the latest update to NIS2009 with no issues. My latest uninstall has lasted 2 weeks and still going. I have addressed issues impacting vista stability (flash player and a potential network card driver conflict (dell driver dll file / original supplier dll file). Updating to IE* did not solve the problem. As per previous threads this is clearly a problem with the user interface file. It doesn;t seem to impact only XP sp3. I trust that norton techs are looking for conflicts with other programs that are updated automatically.
I use to have this on problem on Vista. I have also posted my problem last time on Norton. You can visit it here for the solution. However, the problem can only be solved for Vista or Windows 7.
This is the post http://community.norton.com/t5/Norton-Internet-Security-Norton/Norton-Internet-Security-2010-Notification-Icon/m-p/188598
And also, you can visit Microsoft directly to solve this issue.
http://support.microsoft.com/kb/945011
Hope this help some of the Vista and Windows 7 user.
(I do know that the problem here is with regard to XP SP3 and this is meant to help other users of Vista and Windows 7 and it is not spam.)
clay9477 wrote:I use to have this on problem on Vista. I have also posted my problem last time on Norton. You can visit it here for the solution. However, the problem can only be solved for Vista or Windows 7.
This is the post http://community.norton.com/t5/Norton-Internet-Security-Norton/Norton-Internet-Security-2010-Notification-Icon/m-p/188598
And also, you can visit Microsoft directly to solve this issue.
http://support.microsoft.com/kb/945011
Hope this help some of the Vista and Windows 7 user.
(I do know that the problem here is with regard to XP SP3 and this is meant to help other users of Vista and Windows 7 and it is not spam.)
This response does not deliver the solution fro the problem I have been having. I have previously reviewed. The Icon has not gone missing at boot up but rather at recovery from sleep mode or when switching user. As per this thread the icon is not just missing but the user interface will not respond. I remain convinced that there is a problem that is not XP sp3 specific (I manage 4 XP sp3 PC's with no issues).
Hi Mark_Kratzer:
Could you do me a small favor?
Please turn off Tamper Protection in NIS (select Permanently) and reboot twice.
Does the problem remain or disappear on the affected systems?
When complete, reinstate Tamper Protection.
Kindly advise. Thanks.
Plankton,
I would have been happy to oblige you if I was on 17.5.0.127. However, I rolled back to 17.1.0.19 almost a week ago. Although your request is trivial to exercise, the time involved in making a new checkpoint image and rolling back after the test is not.
I've made the decision to stay on 17.1.0.19 doing manual AV def updates daily until Symantec reports having fixed the problem and others independently confirm that.
In general, I prefer not to be on the bleeding edge or beta test, but Symantec left me no choice when they architected NIS such the streaming definition updates and software updates are bundled together such that the each cannot be independently disabled (streaming). I would prefer to lag a bit on software updates so that I can let other adventurous souls walk point.
However, thanks for thinking of me. I wish you luck in your investigations.
Hi Mark_Kratzer:
Understood. No problem!
peterp1958 wrote:This response does not deliver the solution fro the problem I have been having. I have previously reviewed. The Icon has not gone missing at boot up but rather at recovery from sleep mode or when switching user. As per this thread the icon is not just missing but the user interface will not respond. I remain convinced that there is a problem that is not XP sp3 specific (I manage 4 XP sp3 PC's with no issues).
This thread is getting fairly confusing but I believe it primarily concerns a missing tray icon after start-up. Secondary on this thread is the icon disappearing arbitrarily after start-up. Your symptom is even more specific and related to specific events. It would probably be best brought up in a seperate thread so that it can get the proper focus. One question that I do have for you, though, if you look in the Security History choose to Show: Errors, is anything listed, especially around the time that you've seen this problem? If so, can you provide the event id and any other information that is available?
Hello everyone,
Thank you for being patient with us while we have continued to research this issue. We've yet to reproduce this issue in-house. We have tried various hardware configurations with Windows XP SP3 and have yet to see the same issue everyone else is seeing. This is why we have worked closely with some of you to gather logs and dump files.
We have some good news! We have found the solution for one of the dump files that was provided to us. However before we make the appropriate changes, we want to make sure that everyone experiencing this issue has the same root cause. Just like there can be many health reasons why you would have a temperature of 104, there are many reasons why you could be experiencing the same issue (although its likely they are all related to the same root cause).
In order to ensure that it is the same root cause, we need to gather a few more dumps from users that have not yet sent a dump file to anyone here from Symantec who has requested it. The sooner we get these dumps, the sooner we can be assured we're fixing the problem for everyone on this thread having this issue that we can’t reproduce in-house.
Here is how you can help us-
Disable Norton Product Tamper Protection:
If you are in a session where the tray icon did actually load , Shutoff Norton Product Tamper Protection before the problem happens. This can be done in Settings > Miscellaneous Settings. You should shut off Norton Product Tamper Protection PERMANENTLY.
If you are not in a session where the tray icon loaded, please reboot until the tray icon loads. If it doesn't load, please uninstall 17.5, download NIS from http://www.norton.com/nis10 to install 17.1, disable Norton Product Tamper Protection PERMANENTLY, and then run LiveUpdate to update to 17.5.
Gathering logs:
1) Visit the below site:
http://www.symantec.com/norton/support/kb/web_view.jsp?wv_type=public_web&docurl=20080507162141EN
2) Make one change to the steps listed:
Step 2.6: Check all the advanced options
3) While logs are being gathered, perform the steps below to reproduce and gather a dump file of the ccSvcHst.exe processes (both of them).
Gathering dumps:
1) Install Debugging Tools for Windows:
a) http://www.microsoft.com/whdc/devtools/debugging/installx86.mspx , download and install the most recent program, doing a COMPLETE install.
b) Locate ntsd.exe. (probably in "C:\Program Files\Debugging Tools for Windows")
c) Launch command prompt.
d) Switch to directory containing ntsd.exe in command prompt.
e) Leave the command prompt open for the duration; you will be entering a command in this window to obtain the dump.
2) Locate ccSvcHst.exe:
a) Launch Task Manager. (CTRL+SHIFT+ESC)
b) Select the Processes tab.
c) Click show processes from all users.Check the box for PID and click OK.
d) Wait for or re-create hung process.
e) Write down PID of ccSvcHst.
3) Create dump of ccsvchst from the command prompt (it will take a long time to create the dump). Type all of the below, replacing [PID] with the PID number you wrote down:
ntsd.exe -p [PID] -c ".dump /mfh c:\ccSvcHst.dmp; .detach; q"
4) IMPORTANT: turn back on SymProtect Tamper Protection when the dump is finished being created.
5) Compress the dump files.
After you have gathered the dump files, you can complete the process on the Norton Report Assistance by clicking Finish. It may show the same window as shown when you first launched the logging tool. Complete the wizard again with the same options you used, and it will gather more information and then let you know where the logs are.
Once you have the logs AND the dumps compressed and ready to upload, please send me a Private Message and I will send you the location on where to upload them. It is important that we get the dump files AND logs, so we can be assured it's the same issue for everyone. Sending just one or the other will not be sufficient enough.
We'll continue to try to reproduce this issue here. However, sending in this information will help expedite a fix.
Thank you everyone for your patience and assistance in resolving this issue!
Evening I am new to this forum mainly because unlike so many internet programs I have had in the past NIS 2010 just works, until now!
I am pleased that I am not alone with this problem.
A few weeks ago I noticed that the icon was missing from the notification bar and nothing happened when I clicked on the NIS icon on the desktop.
I contacted norton technical support who took over my machine and uninstalled and reinstalled it and all seemed to work as it should. Yesterday I noticed that the icon was missing, I rebootted and it was back but this today even with a restart there is no icon and nothing happens if you click on the icon.
On restart the CCsvrhst was not running
I was anticipating another few hours sitting in front of the screen whilst it was uninstalled and reinstalled but having read this thread it does not seem to be worth it.
I think that something is working though as a virus scan is running but it doesn't give much comfort that its working as it should.
I am using xp media centre edition with sp2. I am running the same os and NIS on a laptop without any problem, so far.
Not sure if there is significance in the fact I am running xp sp2 so thought I would post.
Hi sihay:
There are other posts from Members using XP, SP2, so you are not alone.
Hope this helps.
Not sure how to start a new thread - I have now gone over 2 weeks since I reinstalled NIS2010 (after completely removing the old version). My issue appears similar to all other threads on this issue. The icon disappears for and the user inerface will not open although NIS appears to be running normally. No point looking at the log files due to complete removal and reinstall.
Hi All,
I think I've found something major. I have Windows DEP (Data Execution Prevention) turned on. I added ccSvcHst.exe to the DEP exclusion list, and now the startup problem appears to be gone. (I've made it through 15 successful reboots in a row--never got past 6 previously.)
Of course it's still always possible it's a coincidence. I'd like to see if you can corroborate my finding. If you're experiencing the problem, please do the following (this assumes you're using Windows XP SP2 or SP3):
Open your "System" control panel. Click on the "Advanced" tab. Click on the Performance/Settings Button. Click on the "Data Execution Prevention" tab.
The first piece of information I'd like you to report: Which of the following do you have selected: "Turn on DEP for essential Windows programs and services only", or "Turn on DEP for all programs and services except those I select". My guess is that you have the second one selected. (It's remotely possible Windows considers NIS an "essential Windows service", in which case you could have the first one selected and still be experiencing the problem.)
Regardless, make sure the second choice is checked, and then go ahead and add the NIS services to the exclusion list. To do this, click the "Add..." button, and then navigate to ccSvcHst.exe. You'll probably find it in "C:\Program Files\Norton Internet Security\Engine\17.5.0.127". Select it and click "Open". You should now see an entry called "Symantec Service Framework" in the list of DEP exclusion choices. Make sure it's checked, and then click "OK". This takes you back to the "System Properties" dialog. Click "OK" there as well.
If your experience is the same as mine, you'll now no longer experience the missing NIS icon (and all the stuff that goes with it) problem on startup. Please try this and report back. It's important that you corroborate it (or not).
Thanks.