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Hello huwyngr,
I apologize for the mis-information. Norton 360 Version 2 is fully compatible with Vista Service Pack 1. We keep the udpated compability list here (http://service1.symantec.com/SUPPORT/tsgeninfo.nsf/docid/2000011107215039). I'll get Support updated on this to make sure we're not confusing others.
As to the actual problem, we haven't seen anything that is specific to your description. For a quick look, would you mind posting back with the results of the Vista Problems and Reports information is revealing (applet in Control Panel)? And one question - do you recall if you ever had the problem without the Add-on pack?
Ultimately, we'll likely need more extensive logging, but I would like to see what is being reported and see if AOP is a possible contributor.
Thanks,
Matt
Thanks for the quick reply.
It really was beyond belief with the lead time on SP1 ......
I'll get back onto this tomorrow and will uninstall NIS2008 and install N360V2 if that will help -- VISTA is still largely my test bed!
On the add-on: I first encountered it with V2 and the add-on but then I uninstalled the add-on using Remove Programs but of course it could have left some traces.
Then after cleaning up with NRT I installed just N360 V2 and did not add the Add-on and the problem was there again.
<< For a quick look, would you mind posting back with the results of the Vista Problems and Reports information is revealing (applet in Control Panel)? >>
You mean from the Event Viewer? If so I can post that from the past entries without installing N360 aggain. Up to you. It's pretty consistent since I really did force it to crash again and again!
I have a log from the Norton Tool but that was made with NIS2008 although it would show you the system configuration. I sent this up the line from the Norton Website yesterday.
TIA
Hugh
<< For a quick look, would you mind posting back with the results of the Vista Problems and Reports information is revealing (applet in Control Panel)? >>
Here's the usual info from Event Viewer at 6:17 on April 12 when N360 V2 was installed and without the Add-on
Faulting application Explorer.EXE, version 6.0.6001.18000, time stamp 0x47918e5d, faulting module kernel32.dll, version 6.0.6001.18000, time stamp 0x4791a76d, exception code 0xc0000005, fault offset 0x00048f47, process id 0x83c, application start time 0x01c89cea487a6568.
VISTA has some other views but I gather they do not provide more information but I can post it if you wish.
Here is the URL one ends up on at TechNet when using the link in the Event Viewer report:
As you will see it is not very informative .....
I intend to reinstall N360 V2 later today since a colleague in Compuserve's VIRUSCENTRAL has suggested at least disabling a third party File Manager -- PowerDesk 7 -- since he believes it does modify the context menu and this might explain what is happening.
Then I will also be able to give you a Norton log with N360 installed if that would help.
Let me know what more I can do please.
[Edit: compacted technet link to fix scrolling issue]
Well here's the good news .....
I've uninstalled PowerDesk 7 (Avantquest file manager that I've been using in different versions for years and did not conflict with anything to my knowledge) and uninstalled NIS2008 using the NRT and rebooted.
I then reinstalled N360 V2 using the N360S200.exe file I downloaded on April 12th after a series of problems with the stub installation method. I, as I usually do in VISTA, Ran as Administrator.
After a while it asked if I wanted to download updated setup files before installing and as before I did this. During this it threw up the same error message twice
An error occurred while downloading the updated installation files (I"d have inserted or attached an image if I could ....
After this happened the second time, the download and installation proceded normally although when installation got to the point where it wants to check Norton Account for my KEY, there was a screen behind it asking if I wanted to delete the downloaded setup files and I said No.
In setting up N360 I'd told it to participate in the Norton Community Watch (some details anywhere?) but not to scan at that point.
I then ran QuickScan and it did nothing but delete Temp files, including all the setup files from the look of it.
I then opened Windows Explorer and right mouse clicked / Properties and it did not crash!
I'll let you digest this for a while but I propose now to reinstall PowerDesk 7 (unless you want me to install the Add-on in case that was the indirect cause and left traces behind it when uninstalled on the previous occasions) and see if the problem is avoided if PowerDesk 7 is installed after N360.
Do you want me to install the add-on first?
Thanks again for the help.
That's great news! At this point, I don't have any reason to believe the Add-on pack is associated (I was just getting suspects out of the room), so I see no issue with installing it. I haven't seen the type of problem you described (crashing when pulling up context menu) previously, so it may well be isolated to a localized conflict between the file management program and 360. Have you checked for a Vista compatible versio, or was version 7 listed as such?
Matt
Yes PowerDesk 7 is listed as VISTA compatible and it is a relatively recent release. PD6 before it was not listed as VISTA compatible but did work with it. This was with N360 V1 installed.
I had no context menu problems until I installed N360 V2 so ISTM that there is a contribution from Norton <g>
What I'll do now is to install PD7, see what happens and report back.
Meanwhile perhaps your colleagues could be thinking about differences between V1 and V2 in N360 ..... like putting in the Scan Now?
Any how I'll be back.
If the error situation does recurr do you want a Norton Log -- I have the tool but the document with it does not tell where to send the log, as I found out when I ran it before with NIS2008 installed.
Back to the drawing board ...
Installing PowerDesk 7 after Norton 360 V2 or installing Norton 360 V2 in place of Norton 360 V1 on a VISTA Ultimate system with PowerDesk 7 already installed results in the Right Mouse Click error already reported.
Event Viewer:
Faulting application Explorer.EXE, version 6.0.6001.18000, time stamp 0x47918e5d, faulting module kernel32.dll, version 6.0.6001.18000, time stamp 0x4791a76d, exception code 0xc0000005, fault offset 0x00048f47, process id 0x388, application start time 0x01c89ffa57ead5c9.
I will try to report this to PowerDesk but I'm sure they will say that since Norton 360 V1 did not cause the error and V2 does ......
How can we work to solve this?
Do you want a Norton Log?
With respect to context menus, in Version 2 there were items added for convenience. It sounds like Explorer does not like having extra menus. Do you know how many context menu items the file management program adds? At what point in the list are the menu items? How many levels deep? Etc. We could be looking at something very specific to Vista. 0xc0000005 refers to a memory access violation typically. The best thing to do would be to create a crash dump and pass that along to Microsoft for analysis as I would suspect this is a Vista bug. An example for a very similar problem is outlined in the following document:
http://support.microsoft.com/kb/937713/en-us
I'm not against adding context menu items in N360V2 <g> See my post in another thread ....
I can't tell you how many levels PD7 adds because I can't access any right mouse click items. I have made a Norton Log of N360V2 & PD7 installed so I'll uninstall N3260V2 "one mo' time" and check out PD7.
<< The best thing to do would be to create a crash dump >>
Could you please tell me how to do that while I still have both installed.
<< and pass that along to Microsoft for analysis >>
And how to do that.
As I said before the Event Viewer submission produces no useful information.
Thanks for the link to that KB -- it does sound similar but although I have a shared color printer I do not get that access violation -- and my colorcpl.exe file predates the one they indicate as OK.
You want to go into the control panel, go to classic view, open Problem Reports and Solutions, Click on "Advanced Settings", and you want the following:
"For my programs, problem reporting is: On"
Check "Automatically send more information if it is needed to help solve problems"
Once you go through that, the dump should automatically upload to the Online Crash Analysis database from Microsoft. Response time will be based on how frequent your crash is. To get a quicker response requires contacting Microsoft support unfortunately.
<< Do you know how many context menu items PD7 adds? >>
I've uninstalled N360 V2 so I can partly anwer that.
It puts one entry in the first level context menu which points to a further set on which certain items also point onwards.
It's too complicated to put in words but I have images if only .... (hint hint)
On the general situation I would make two points:
- You are much more competent to report to Microsoft than I am
- Microsoft will pay more attention to you than to me if you confirm that it happens and is not your fault
So why don't you download PowerDesk 7 and see for yourselves what happens when N360V2 is added to a system on which PD7 is OK (even with NIS2008 it is OK -- does it put any items in the Context Menu?)
I'll pass the test case along. NIS 2008 does add context menu items.
Every one of those setting is already as you indicate and as I said previously the reports sent up the line to TechNet do not produce any useful information -- just nothing is known.
I did find that there were two reports on the problem listed as not sent:
Problem signature
Problem Event Name: APPCRASH
Application Name: Explorer.EXE
Application Version: 6.0.6001.18000
Application Timestamp: 47918e5d
Fault Module Name: kernel32.dll
Fault Module Version: 6.0.6001.18000
Fault Module Timestamp: 4791a76d
Exception Code: c0000005
Exception Offset: 00048f47
OS Version: 6.0.6001.2.1.0.256.1
Locale ID: 1033
Additional Information 1: fd00
Additional Information 2: ea6f5fe8924aaa756324d57f87834160
Additional Information 3: fd00
Additional Information 4: ea6f5fe8924aaa756324d57f87834160
so I'll see about forcing the issue on those but the information does not seem any different. I don't know why it's only two instances listed. [Correction -- it must have updated while I was writing it now shows a load of reports for PowerDesk and for Explorer. I'll look into this more fully soon]
I'll wait for your reaction before deciding whether to reinstall N360V2 and investigate more
Thanks – see my reply to yours about dumping.
[posted by BillN]
I have Vista Home Premium with SP1 and Power Desk7. All working happily with 360 version 1. My subscription is up next month so I decided to download v2 and try it before purchase. Big mistake,
1) I immediately encountered the right click crash of both Windows Explorer and Power Desk. I did lots of research and used a program called ShellExView to see all of the shell extensions that are on my computer. Since this problem arose right after 360 V2, I disabled all of the Symantec shell extension - Problem disappeared!!! I then re-enabled them 1 by 1 and found that there are 2 Norton 360 shell extensions that are causing the right click problem TP Context Menu Class and BU Context Menu class. With these disabled, no right click problems.
Edit: Backup Issue moved to new thread.
Welcome to the club! For problem 1 I presume you have seen the beginning of this thread where I raised the problem of RMC=Crash (and my experience with Chat who told me that N360V2 is incompatible with VISTA -- corrected here by Symantec). If you read on you will see that they have opened a case on this since it does not happen with NIS2008 which also modifies the context menu. So you will add ammunition to the case.
Much as I dislike having to do it I have uninstalled PD7 even though I only just bought it (been using it aor its ancestors since Norton Desktop for Windows disappeared <g>) since I want to keep N360 V2 running on one system. At the moment I'm using an Aussie File Manager called Opus9 on a 60 day trial by which time I hope that Symantec will have cured N360V2.
<< there are 2 Norton 360 shell extensions that are causing the right click problem TP Context Menu Class and BU Context Menu class. With these disabled, no right click problems. >>
You obviously know much more about these things than I do -- what happens to N360V2 if you leave those two shhell extensions disabled?
Can't help you on the backup problem since I use True Image for a major backup. I see what you are saying about a problem if the system crashed -- reinstalling N360V2 on a new machine would presumably allow one to read the backup files. But does the N360V2 "CD" which I presume you can boot from enable one to read files without installing the program?
Let me see if I can add some clarity to this situation.
First, we have done some testing internally on this and we are able to reproduce the same behavior in XP as well, therefore this is not just a Vista issue, but an OS independent problem.
Next, while trying to diagnose the issue, as stated earlier in the thread, it does have to do with the context menus. There were new ones added for Norton 360 v2.0 and there appears to be a compatibility issue with PowerDesk. We are working with the PowerDesk engineers to figure out the root cause of the problem.
Finally, I can offer a workaround that will allow you to have both Norton 360 v2.0 and PowerDesk installed and working properly for both. The steps involve working with the registry and renaming the PowerDesk context handler so that it loads last.
Here are the steps to work around the current issue (this is a temporary solution)
NOTE: Using the Registry Editor incorrectly can cause serious problems with your system, proceed at your own risk and ensure you have backed up your registry prior to editing.
- Run regedit
- HKEY_CLASSES_ROOT\*\shellex\ContextMenuHandlers\PowerDesk Menu
- Right click on "PowerDesk Menu" and rename to "zPowerDesk Menu" (this will force it to load last)
- Exit regedit
Have been pulling my hair out ever since installing 360 on both my XP and Vista computers. Removed with Norton Removal tool and re-installed, but with no success. Glad I read these comments. Both my machines are running Powerdesk 7.1.1. The temp fix given is only part of the problem, however.
A right click on a folder (don't know why it is called a folder since I have been calling them Directories since my DOS days) will crash Powerdesk and also Explorer (if you are using windows explorer). The context menu can not be had.
Solution: Under HKEY_CLASSES_ROOT\Directory\shellex\ContextMenuHandlers remove the reference to Powerdesk and all will be fine, with of course the loss of any PD context menu options.
Hope there is a final permanent solution for this issue since both PD and Norton 360 are both excellent programs and I wish they would get along better together.
Thanks for your help with the context menu issue. Do you have nay repsonse to the backup issues that I described in my posting?
Thanks.