First thing I noticed was that my computer was almost frozen. Task Manager was showing 100% CPU. Tried restart but still 100% CPU. At some point I see message that Norton has expired. Why do we get no warning popup that its about to expire ? We get popups about all kind of other things trying to sell Norton options ! Did a forced shutdown (hold power button). Got a black screen on restart !! Now I’m getting really worried. Did Ctl-Alt-Del and shut down from that screen. Computer took a long time to shut down. Powered on and back to normal start up, with Windows Security running.
One other annoying thing is that my licence code was installed 21 Aug 2024 so somehow I lost 2 months of my subscription.
Windows 11 Pro, Norton 360 25.5.10141.935
Dave, first have a look in your Windows event viewer for the time/date stamp that this occurred. More information will be there that can help identify what caused the issue in the first place. If you can screenshot what you find there it will help determine next steps to help.
SA
Hello SA, there seems to be hundreds of errors in the event log about the time that it crashed. I uploaded most of them.
Thanks, Dave.
ErrorWednesday.docx (16.1 KB)
There are tons of two specific events that I will share: Note - Please review each of the bold lettered entries and answer in that order if you will, to help us figure out what next steps are.
1- Event ID 36881: This is related to a server expired certificate per Microsoft
Schannel Events | Microsoft Learn
2- Event ID 1552 : This is related to user profile services, it indicates that your profile was “registry locked” by another process ***** Is your account on the computer logging in with Admin credentials? If not whatever caused this was looking for Admin credentials.**
3-Event ID 1512: Is there any backup software or other tools that loads with your computer startup? Please search for this file being in your Norton installation " aswToolsSvc.exe".
-4There are also errors for “App Model Runtime” logged as errors 25,31. This is what Microsoft states regarding that issue: * You may have to log into your MS account and reenter this URL to get the article.
Redirecting
System Error Codes (0-499) (WinError.h) - Win32 apps | Microsoft Learn
What does your Norton history have logged in History during that time event? If anything can you please share as well? Thanks in advance.
And finally. Do you have Bitlocker enabled on Windows 11 Pro? It is enabled by default on W11 24H2 and can cause issues with software when incorrect permissions are not present. You answer to questions #2 will shed more light on that.
SA
I just noticed
Warning Sunday-20-Sep-50 10:23:41 PM Time-Service 134
Warning Sunday-20-Sep-50 10:23:41 PM Time-Service 52
Looks like the time service set the date/time to 20 Sept 2050 !!
Maybe that’s why Norton thought it was expired ?
Bitlocker is not enabled, and not much in Norton history. Just “Intrusion signatures disabled”, “Remote access protection disabled” and “Smart firewall disabled”.
I will try and look at some of your other questions later.
For now the computer seems to be working fine (with a new subscription for Norton 360).
Dave
Make sure your time is set correctly on the computer in Windows. Sync it with the default time server listed in Windows. Run live updates with Norton and reboot too. Those settings shouldn’t be disabled in Norton.
SA
Those settings are not disabled, yet those messages seem to pop up every few days in history. I have seen others complain about that.
Clock at the moment is within 1 sec of standard.
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Is there any backup software or other tools that loads with your computer startup? No.
No instance of " aswToolsSvc.exe" found on the computer.
“Event ID 36881: This is related to a server expired certificate per Microsoft.”
I think this is also probably due to the date/time being incorrect (clock was showing September 2050 !!).
I’m beginning to think the whole mess was caused by the clock update error.
Indeed so, that is what the conclusion I have come to suggests since it was related to your user profile and its settings. You are using an account that has admin privileges I assume? FWIW, Windows 11 doesn’t play well with “local admin” accounts as well as it does signing in with your Windows account credentials.
SA