Norton 360 v3; e-mail scanning and ccSvcHst Problems

Norton Security | Norton Internet Security
1

I have read a number of posts to the forums related to problems with the e-mail scanning system freezing. Essentially, the ccSvcHst service ceases to function and stops access to e-mails and deteriorates system performance.

 

I have 360 installed on three systems: 1 desktop and 2 laptops; all running Windows XP pro, ie8 and Outlook 2003. All of these systems have the latest available service updates installed. The desktop is hardwired to the network while the laptops are connected to the wireless network. The e-mail scanning on the desktop and one of the laptops works fine, the third laptop has a problem with the e-mail scan starting and simply never completing.

 

Judging form the posts, this seems to be a relatively common problem so a product fix looks to be needed.

 

I did want to add one item to be considered. The laptop that is having the problem shares a common network Outlook data file located on the desktop. I was not sure if that could be a contributing factor. Either way network support is needed.

 

Thanks

2

I have disabled the e-mail scanning right after my original post and have had no hangs on that machine since that time.

 

It wiould be nice to have the problem solved so I could get the full benefit of the program that I paid for.

 

3

I have the same problem at least 3 times a week or more.  I Have NIS 16.7.2.11.  I have had it regardless of what version and must reboot to clear.   The  CCSVCHST is always hung and I must end program to complete reboot.

 

4

I have read a number of posts to the forums related to problems with the e-mail scanning system freezing. Essentially, the ccSvcHst service ceases to function and stops access to e-mails and deteriorates system performance.

 

I have 360 installed on three systems: 1 desktop and 2 laptops; all running Windows XP pro, ie8 and Outlook 2003. All of these systems have the latest available service updates installed. The desktop is hardwired to the network while the laptops are connected to the wireless network. The e-mail scanning on the desktop and one of the laptops works fine, the third laptop has a problem with the e-mail scan starting and simply never completing.

 

Judging form the posts, this seems to be a relatively common problem so a product fix looks to be needed.

 

I did want to add one item to be considered. The laptop that is having the problem shares a common network Outlook data file located on the desktop. I was not sure if that could be a contributing factor. Either way network support is needed.

 

Thanks

5

I am also having continuing intermittant problem with N360 and ccSvcHst. Sometimes I will check the status of N360 only to find it stopped running several days ago without any warning or notification. This is easiest to see when the definitions update shows no activity for several days. When I shut down, I get a windows notice that ccSvcHst is not responding. After I reboot, N360 is back live.

 

I am concerned about not having any protection from N360 and not knowing.

 

Something here is unstable and needs to get fixed. It could easily be an undereported problem since Norton (or portions thereof) can stop working without any notice and many people would not know to check.

6

Hi exactwp

 

This problem could be happening because you might have some malware on your computer which is interfering with N360. I would suggest as a first step to see if your computer is clean to run a scan with the free version of malwarebytes.

 

Download the free version, install and update then run a FULL scan. After the scan completes you should post the logs back to this thread.

You can find Malwarebytes here

http://www.filehippo.com/download_malwarebytes_anti_malware/

It is a safer location to get the program from than malwarebytes themselves because the malware writers know all about the malwarebytes program. You can post the log by using the add attachments right below the post button. Thanks

7

Hi,

There are some known issues with Outlook 2003. To fix this problem, install the latest updates for Microsoft Outlook 2003. Please refer to the following link and follow the steps

 

http://www.symantec.com/norton/support/kb/web_view.jsp?wv_type=public_web&docurl=20090901224525EN

 

Please get back to us with your results.

8

I have had SP3 since 2007.  Still having hangs and reboots with NIS2010

9

Hi,

 

Thanks for your time and response.

 

Requesting you to do the following :

 

Go to Outlook Application-> Click on "Help" Menu -> choose menu item  "About Microsoft Office Outlook"   -> After selecting this item you will be presented with a dialog.

 

Can you please copy and paste it here.

 

10

attachments

 

11

product.jpg

 

 

[edit: Removed identifying information.]

Message Edited by shannons on 12-08-2009 07:18 PM
12

We need specific information to narrow down this issue

 

1. When you send / receive eMail using Outlook , Does NIS 2010 hang  or OutLook hangs

2. Does it require a reboot to get out of hang ( cant you Just kill outlook )

3. Whats the status of your "client Integration" option (Network Settings -> Emai Protection -> Client Integration ) is it on / Off

4. Do you see Norton tool bar and Spam folder under Outlook?

5. Do you have any other plugin other than Norton plugin configured in your outlook

 

 

is it possible for you take a hang dump on outlook process or ccsvchst (whichever hangs)

 

1.       Download Debugging Tools for Windows http://msdl.microsoft.com/download/symbols/debuggers/dbg_x86_6.11.1.404.msi

2.       Install the package

3.       Open an elevated Command Prompt (i.e. Run as Administrator)

a.       C:

b.      cd “c:\Program Files\Debugging Tools of Windows”  (or cd “c:\Program Files (x86)\Debugging Tools for Windows” on x64 systems)

c.       Type  tlist -m outlook.exe (replace outlook.exe with ccsvchst.exe if NIS hangs )

It shall give you the process id(s), write it down (say 328) (You will get two ids incase of NIS)

d.      Type  adplus

Skip any warnings related to script interpreter if any.  There will be a new Command Prompt window show up, close it.

 

4.       Turn off Norton Product Tamper Protection from the Misc Settings section of the Norton Product settings

5.       Send Receive eMail, let it hang, do not click anything

6.       Go back to the Command Prompt

a.       adplus -hang –p 328
replace the pid 328 with the one found in step 3c

(repeat it on all processes ids listed in step 3c, you will have to take two dumps incase of NIS)

 

You shall found cdb running in the task bar.  After it disappeared, the dumps are taken.  Go back to the Debugging Tools for Windows folder (e.g. C:\Program Files\Debugging Tools of Windows) and there will be a new folders created.  We need them zipped and uploaded.

 

 

13

1. When you send / receive eMail using Outlook , Does NIS 2010 hang  or OutLook hangs  Outlook hangs with the email scanning indication in the systray -  I have to reboot and when I do - I have to endpgm CCSVCHST

2. Does it require a reboot to get out of hang ( cant you Just kill outlook ) - Can end outlook, can't get email until I reboot.

3. Whats the status of your "client Integration" option (Network Settings -> Emai Protection -> Client Integration ) is it on / Off

4. Do you see Norton tool bar and Spam folder under Outlook? YES

5. Do you have any other plugin other than Norton plugin configured in your outlook  - NO

 

I'll the dump when it hangs again.  Usually a few times a week.

 

14

Hi didetwiler

 

You really shouldn't post a picture of your Office Outlook with your product id showing like that in a public forum.

15

too late now - I thought that was what you were asking for.  guess it can’t be deleted.