We have several users here, who all have Vista and running Norton 360/Intenet Security 2009. We use Juniper Networks, Windows Secure Applications Manager (WSAM) to connect to our network. However as of the last week, after we upgraded our software, the machines running the above stated software completely freeze after WSAM launches and tries to connect. We have added all the processes/programs to the Program Rules under the firewall with no luck. The only workaround is to completely disable the firewall/antivirus and then reboot the machine. This happens to machines running both Norton 360v3 and Norton Internet Security 2009… any ideas? hotfixes? etc. Thanks
Welcome to the Norton Community
What software was updated?
We upgraded our WSAM client to be compatible with IE 8 and Snow Leopard
Think it fairly safe to assume then that the issue is with the WSAM client upgrade doing something, or having done something, that has created the current issue…
Norton is the program that is freezing the machine. The freeze does not occur if everything "permenantly" disabled in the program. The issue occurs when WSAM launches and then tries to make a connection. Norton is the only security suite that we are experiencing issues with.
It also appears that this did not occur directly after the upgrade, but as of the latest Norton patch. One user was able to actually get in until today (we upgraded last week). I can't confirm if he downloaded a new patch, but it seems likely as he was able to get in before the issue.
Message Edited by dakk76 on 09-18-2009 10:06 AM
dakk76 wrote:... Norton is the only security suite that we are experiencing issues with.
.....
Does this mean you are running other security suites on the same computer?
No of course not 
I mean that McAfee, Trend Micro, etc are not having issues with the WSAM software. These are users using their home machine, so the software may vary from machine to machine. The only people having issues are running Vista and some Norton software (Norton 360 or Internet Security)
Dakk76,
1) Could you pls provide more details (or troubleshoot) disabling which component helped the issue go away ?
2) When this issue is seen, could you create a complete dump (using Ctrl Scroll Lock method) and send the complete dump to us (http://www.zdnet.com.au/insight/software/soa/How-to-create-a-Blue-Screen-of-Death/0,139023769,339291443,00.htm) ?
Thanks.
Disabling the Smart Firewall "permenantly" and rebooting allowed the program to launch successfully and connect to the network. Prior to that I went into the Program Rules and made sure all the executables were set to "Allowed". Howerver I'm not sure I can create a dump as the machine completely freezes (doesn't respond to mouse or keyboard). I can tell you that WSAM does launch successfully, it's when it tries to make a connecting that Vista freezes. I will try though.
Can you try uninstalling and reinstalling NIS2009 (16.7.2.11) on one of the systems to see if it is a network driver issue? Thanks.
dbrisendine, Thanks for your response and sorry for the delay in reply. I downloaded Norton 360v3 on a freshly installed Vista machine. It worked perfectly connecting to our system via the Juniper WSAM software. However, after running LiveUpdate the latest patch was pushed to the machine and now the system freezes when attempting to connect with WSAM. This is clearly an issue with the latest update from Norton. The only solution is to completely uninstall Norton as Disabling the “Smart Firewall” and Anti-Virus does not resolve the issue. Any ideas besides telling our end-users to stay away from Norton’s software?
@dakk76
You must have upgraded to v6.5R1. We are experiencing the same issue. We have a case open with JTAC that's been pushed up to a critical. This has become a patient care issue for us because physicians are no longer able to view the electronic medical records for patients from their office or home.
Juniper has asked for a couple sets of logs from the clients. I received an update from Juniper this morning that they believe a WSAM driver is conflicting with a Norton driver. Hopefully we'll have a resolution soon because we're getting pushed by our physicians pretty hard.
cangeles, I’m glad to see we are not the only company experiencing issues. Please post if you do get a solution! Unfortunately for now we must tell our employees to disable or stay away from Norton and take their business elsewhere.
I wanted to let you know the status of this issue. The good news is that the issue will be resolved with the release of 6.5R2. The bad news is that it's not scheduled for release until the end of this month.
Only thing I can say is to keep an eye on the release page.