Norton 360 freezes during manual full scan

Norton Security | Norton Internet Security
1

I have recently started experiencing a problem with Norton 360.

 

Since Saturday 2st March I have been unable to run a manual full system scan without 360 freezing. I have searched the forum and been unable to find an exact match to my issue.

 

Task Manager reports that the User Interface is 'Not responding', I have been forced to end the program there.  The only way to start it again is to restart my computer.

 

I have tried un-installing 360 using the Uninstall and Reinstall tool and manually uninstalling and re-installing.  I have run a scan with malwarebytes and this has not reported any issues. 

 

I can successfully run a scan while in safe mode.

 

This all seemed to start after a recently manual Live update when a patch was applied, I am unsure how to find information about what patch and what it was for.

 

The last time I run a Manual Full scan I observed the following:

 

 - The hard drive indicator light was still flashing, indicating there was still activity.

 

 - In Task Manager, ccSvcHost.exe *32 was still running, and judging by the memory usage, was still functioning.

 

 - The N360 service was still running.

 

 

It appears to be the User Interface that has frozen, not the scan engine.

 

 

My current version of 360: 20.2.1.22

 

My computer: Windows 7 Home Premium - Service Pack 1

 

 

Any assistance would be greatly appreciated.

 

 

2

Hi Red_Nigel and welcome to the Norton Community.

 

I can reproduce a similar issue with a 'frozen' scan user interface under Norton Internet Security v20 (it shares the same engine as your Norton 360 v20 product).

 

To reproduce:

 

  1. Start a Quick Scan.
  2. When the 'Total items scanned' number shown below no longer equals zero (0), press the 'Windows key ( ÿ ) and L' keys together on the keyboard to lock the computer.
  3. Wait 10 minutes.
  4. Unlock the computer and you should now find the Quick Scan window stuck in an 'in-progress' state.

The screenshot below was taken when I unlocked the computer after 10 minutes. The Quick Scan itself had actually finished long before this, however, the Quick Scan window was frozen in an 'in-progress' state.

 

To resolve the issue, click on the 'plus' sign (+) next to 'Total items scanned' (see red arrow below). This will force the Quick Scan window to refresh.

 

NIS 2013 20-3-0-36 Quick Scan frozen dialog example.png

 

Try running a Quick Scan as per the instructions above to see if you can reproduce the issue. If you can reproduce the issue, then try running a Manual Full Scan again. If the Scan window freezes, try clicking on the plus sign next to 'Total items scanned' to see if this forces the Scan window to refresh and show the latest progress in the scan results.

 

Let us know how you go.

 

Thanks

 

Norton Internet Security
20.3.0.36
Windows 7 Home Premium
7601.18044.x86fre.win7sp1_gdr.130104-1431

3
Red_Nigel wrote:

I have recently started experiencing a problem with Norton 360.

 

Since Saturday 2st March I have been unable to run a manual full system scan without 360 freezing. I have searched the forum and been unable to find an exact match to my issue.

 

Task Manager reports that the User Interface is 'Not responding', I have been forced to end the program there.  The only way to start it again is to restart my computer.

 

I have tried un-installing 360 using the Uninstall and Reinstall tool and manually uninstalling and re-installing.  I have run a scan with malwarebytes and this has not reported any issues. 

 

I can successfully run a scan while in safe mode.

 

This all seemed to start after a recently manual Live update when a patch was applied, I am unsure how to find information about what patch and what it was for.

 

The last time I run a Manual Full scan I observed the following:

 

 - The hard drive indicator light was still flashing, indicating there was still activity.

 

 - In Task Manager, ccSvcHost.exe *32 was still running, and judging by the memory usage, was still functioning.

 

 - The N360 service was still running.

 

 

It appears to be the User Interface that has frozen, not the scan engine.

 

 

My current version of 360: 20.2.1.22

 

My computer: Windows 7 Home Premium - Service Pack 1

 

 

Any assistance would be greatly appreciated.

 

 

I had that problem not long ago.  My  CPU was high.  I had other programs running also.  After it was recommended, I closed out everything but the full scan and it did fine.

4

Hi

 

Thanks for your response.

 

I did what you suggested, but when Norton froze and I attempted to click on the plus next to total items scanned I got the following results:

 

NortonError.JPG

 

If I select 'Wait', Norton just sits there frozen.  I am forced to choose 'Close the program'.

 

Thanks

 

5

Check that you have the latest graphics drivers installed. As this seems to be GUI related, old graphics drivers could be the reason. Check at the manufacturer's web site  for the latest drivers.

 

 

 

6

wow what a coincidence! my issue started on saturday too! mine will freeze (symantec system framework not responding too). only a quick scan will run. full scan will get the same error. ANYTHING i click via the main program screen will result in the error. ive "removed n' reinstalled", did a full remove with both the NRT AND NRnR. must've done over 20times now, still stuck.

7
Red_Nigel wrote:

Hi

 

Thanks for your response.

 

I did what you suggested, but when Norton froze and I attempted to click on the plus next to total items scanned I got the following results:

 

NortonError.JPG

 

If I select 'Wait', Norton just sits there frozen.  I am forced to choose 'Close the program'.

 

Thanks

 

Thanks for the update.

 

With regards to clicking the 'Close the program' option, have you tried just logging off/on again after you do this to see if that restores the Norton 360 interface?

 

For the next manual Full System Scan, try running the scan with the 'Compressed File Scan' option turned OFF. I don't know the path to this setting in Norton 360, however I've included a screenshot of the Compressed File Scan setting in NIS 2013 to show you the settings group that you need to look for: 

 

NIS 2013 20-3-0-36 Settings - Computer Scan - Compressed File Scan.png

 

Please run the scan as described above and let us know the results.

 

Thanks

 

 

8

Hi - I just installed Norton 360 today. Having the same problem, the interface shows the scan as stopped, but the scan is apparently still running in the background. I have to use Taskmanager to stop Norton 360 and then restart, then restart the scan. But it only lasts for about a minute before freezing again. Windows 7. Toshiba laptop.

 

Any resolution yet? Thanks.

9
elsewhere wrote:
Red_Nigel wrote:

Hi

 

Thanks for your response.

 

I did what you suggested, but when Norton froze and I attempted to click on the plus next to total items scanned I got the following results:

 

NortonError.JPG

 

If I select 'Wait', Norton just sits there frozen.  I am forced to choose 'Close the program'.

 

Thanks

 

Thanks for the update.

 

With regards to clicking the 'Close the program' option, have you tried just logging off/on again after you do this to see if that restores the Norton 360 interface?

 

For the next manual Full System Scan, try running the scan with the 'Compressed File Scan' option turned OFF. I don't know the path to this setting in Norton 360, however I've included a screenshot of the Compressed File Scan setting in NIS 2013 to show you the settings group that you need to look for: 

 

NIS 2013 20-3-0-36 Settings - Computer Scan - Compressed File Scan.png

 

Please run the scan as described above and let us know the results.

 

Thanks

 

 


Hi

 

I have switched off the Compressed File Scan as suggested, but it has only half fixed the problem.

 

A manual scan will now finish, but the user interface that is open behind the manual scan screen still freezes.

 

I have to either shut this down with File Manager, or when I click on the interface I am told that the Norton Framework is not responding.

 

I still have to check if my screen drivers are up to date, but I am still getting a problem with Norton freezing on me.

 

 

10
Red_Nigel wrote:
Hi

 

I have switched off the Compressed File Scan as suggested, but it has only half fixed the problem.

 

A manual scan will now finish, but the user interface that is open behind the manual scan screen still freezes.

 

I have to either shut this down with File Manager, or when I click on the interface I am told that the Norton Framework is not responding.

 

I still have to check if my screen drivers are up to date, but I am still getting a problem with Norton freezing on me.

Thanks Red_Nigel

 

Can you please provide a screenshot of 'the user interface that is open behind the manual scan screen' that still freezes?

 

Next time the interface freezes, click 'Wait for the program to respond' (if requested) and then try the following:

 

  1. Click the Windows Start orb.
  2. Type 'Resource Monitor' or 'resmon' without the quotes and press Enter.
  3. When the Resource Monitor opens, click the Overview tab.
  4. In the CPU section of the Overview, look for any Image name highlighted in red.
  5. If you see a red Image name, right-click on it and select 'Analyze Wait Chain...'.
  6. Capture a screenshot of the 'Analyze Wait Chain' dialog and include it in your next post.

For example, here is a screenshot of an 'Analyze Wait Chain' dialog taken during the Norton v20 beta testing, showing Internet Explorer waiting for Norton's ccSvcHst.exe process:

 

NIS 2013 20-0-0-110 IE9 Wait Chain.png

 

One final request. Please check the "Norton Error Reporting' section of your Norton Security History log and provide details of any errors that coincide with the date/time that the Norton interface freezes. You can right-click on an error entry in the Security History and select Copy. You can then paste that information into your next post. If you do this, please make sure that you delete ALL information contained within the inverted commas (") before posting. Please don't worry about trying to format this text into something more readable (this data is in CSV format).

 

Thanks

 

 

 

 

11

iv had the same problems for almost a week every single day

it should not be the custumers job to worry about these issues that variable pop up every few weeks aint these problems what we all pay norton for

 

IM NEVER SUBSCRIPIN AGAIN i pay to do half the work myself perfectic :smileymad:

12

Hi

 

Sorry for the late reply, but this problem is getting ever more frustrating, it is so disheartening when someone suggests something, and once tried, it doesn't resolve the problem. 

 

I was unable to try the Resource Monitor when I last run a manual scan, but I have took a copy of the Norton Error Reporting entry that appears to coincide with the last freeze (please see below).

 

 

Category: Norton Error Reporting Date & Time,Risk,Activity,Status,Error Type,Error Time,Error ID,Error Class,Product Name,Product Version,Process ID,Thread ID,Process Name,Process Version,Process Timestamp,Module Name,Module Version,Module Timestamp,Module Offset,Hash Code,Component Name,Component Id,Error Code,Severity,Error File 30/04/2013 21:19:18,Info,Norton Error Reporting Submission,Submitted,Error Condition Detected,29/04/2013 20:47:39,{B73F7728-BBB2-474F-A077-8B657F7D9953},0x4EB0AB16,Norton 360,20.3.1.22,0xF6C,0xC80,ccSvcHst,12.3.1.2,18/12/2012 00:58:49,avScnTsk,20.3.1.22,03/04/2013 03:15:59,0x1219B,0xE887E679,avScnTsk,0x0,0x80070490,Low,"C:\ProgramData\Norton\{0C55C096-0F1D-4F28-AAA2-85EF591126E7}\N360_20.2.1.22\CmnClnt\ErrorInstances\4EB0AB16\B73F7728-BBB2-474F-A077-8B657F7D9953.dat, C:\Users\Reedy\AppData\Local\Temp\B73F7728-BBB2-474F-A077-8B657F7D9953.dat.tmp, C:\ProgramData\Norton\{0C55C096-0F1D-4F28-AAA2-85EF591126E7}\N360_20.2.1.22\ErrMgmt\Queue\Incoming\SQ_{2A2536DF-ED6A-43AA-9858-F148BEAA11F5}\SQ_{41E8FA77-C9F5-4A99-A4C8-7E78377CEAEF}.etl, C:\ProgramData\Norton\{0C55C096-0F1D-4F28-AAA2-85EF591126E7}\N360_20.2.1.22\ErrMgmt\Queue\Incoming\SQ_{2A2536DF-ED6A-43AA-9858-F148BEAA11F5}\SQ_{ED954608-E9F1-4E11-82D5-8F23B906A2BD}.plist, C:\ProgramData\Norton\{0C55C096-0F1D-4F28-AAA2-85EF591126E7}\N360_20.2.1.22\ErrMgmt\Queue\Incoming\SQ_{2A2536DF-ED6A-43AA-9858-F148BEAA11F5}\SQ_{974C19CB-6C15-4C1E-9EAD-CEF20E6D5FB1}.dlist"

 

 

I will try the Resource Monitor again when I next try a manual scan.

 

 

 

13

Have you checked your display drivers yet?