Norton 360 V4 - Bad Pool Header

Norton Security | Norton Internet Security
1

Hi,

my first post in this forum and I hope someone can help.

 

I received a laptop from a friend to 'Fix Up'.

It is running Windows Vista Home Premium and had Norton 360 installed.

Shortly after booting up it would blue screen with 'Bad Pool Header' - error code 19.

After spending two days searching for a fix we decided to do a clean install of Windows and build back up the laptop.

All went well until it came to installing Norton 360 V4, after which the laptop starting crashing again with the same error.

Un-installing Norton 360 stops the blue screen crash from happening.

 

If anyone has any ideas or experienced this before I would be most grateful.

 

I have run the Norton Removal Tool and reinstalled Norton 360 but the error re-appears with Norton installed on the system.

 

Regards,

Al

 

2

Hi again,

 

as a follow up to my post I installed the Windows Debugger from the Windows Driver Kit.

 

It is suggesting that the Norton file SYMDS.SYS is where the blue screen is happening.

 

Al

3

Norton products are occasionally sensitive to audio and video drivers.  When you reloaded the laptop, did you also update your drivers to the latest versions?

 

If the recovery partition was used to load the machine, was there any trial antivirus software included that needed to be removed?

 

How was N360 installed?  Did you use a disk, which might be out-dated, or the most recent download from the website?

4

Hi,

firstly thank you for replying to my post.

 

I did use the restore partition to reinstall. No anti-virus software was installed by default, but I even downloaded the McAffee remover just incase if might have been on the image at some point in the past. I followed this up with the Norton remover.

 

Norton was downloaded from the Norton website.

 

I have not updated any device drivers even though some are listed in Windows Update as optional downloads. I did not want to add further complications by doing so as I felt the original drivers should be ok.

 

At the moment I have installed the Microsoft Security Essentials software just as an interim measure, but would like to get Norton 360 up and running.

 

Al

 

5

I have had some problems with the PC crashing.  The solution which sounds weird is:

  1. reboot in safe mode,
  2. use Norton Uninstaller (uninstall all versions of the product),
  3. restart is possible after the uninstall; if so, boot / reboot again in safe mode;
  4. Install your Norton product (while in safe mode).
  5. Last, reboot (Normal).

 

Problem should be fixed.  This solution is what I used and was given to me by Norton Help.

6

Hi DuFFuSo,

 

thank you for replying to my post.

 

I have just tried out your proposed solution and unfortunately it has not worked.

After booting back into Windows in 'normal' mode all appeared well for a few minutes until I went to close Windows down again at which point the laptop again blue screened.

 

 

 

Regards,

Al

7

You need to get the information that the error message gives you. The structure of the error message includes two or more of the following items:

  • A STOP message with a set of numbers, such as 0x0000001E (0xc0000006, 0xA011C102, 0x00000000, 0xA011C102)
  • A specific error, such as IQRL_NOT_LESS_OR_EQUAL
  • The name of the file that is involved with the problem, such as Symevnt.sys

 

This will help to find out the exact reason for the blue screen in your computer.

 

Yogesh

8

Yogesh,

thank you for your post.

The Stop error was 0x00000019 and using the Windows Driver Debugger it suggested that SYMDS.SYS was the driver causing the problem.

Since I originally posted I have replaced the 1GB of RAM with a new 2GB stick. I have updated the device drivers to the most update ones I can find on the manufacturer's websites.

Using Autoruns and Process Explorer (from SysInternals I removed and weird programs / drivers from loading, but was still getting more weird and wonderful BSOD's for memory management faults. Next I ran SFC / SCANNOW.

I examined the pagefile settings Vista wanted to use by dafault and noticed it wanted to use a 3GB pagefile that I thought was way too much. I changed this setting to no pagefile, booted into safe mode and deleted the old pagefile.

Rebooting the system and viola no more BSOD. Changed pagefile to 512MB min / 1024MB max and rebooted and again all was well.

Then thinking I had sorted everything I reinstalled Norton 360 again and rebooted after updating Norton. Upon reboot I ran a scan and then I was back to BSOD 0x00000019 again.

I will have to wait untill the weekend to start again, but any suggestions would be great. I am thinking I will have to do a clean install from a VISTA disc but I only got a partition recovery tool.

 

Al

 

 

9

Try to run Norton Power Eraser tool:

http://www.symantec.com/norton/support/DIY/index.jsp


Check if it detects any threats and if it does, please provide us the filename and other details. Don't fix any files now, you can fix those after getting confirmation in this thread.


Yogesh

10

Yogesh,

 

I downloaded this tool and ran it in safe mode and it didn't find any treats.

 

Al

 

11

Are you using Sonic or Roxio DLA if so try to disable DLA entry from the startup by clicking on start and in search type MSCONFIG.

The drag and drop feature of DLA and Norton early load can cause a problem within itself. And disabling an item does not mean you are removing it from the computer its still there but disabled