Norton 360 VPN/Windows 11 Pro - system reboots

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1

Hi, 

I run Windows 11 Pro and use Chrome. All drivers and BIOS are current. After a recent hardware upgrade, my system keeps rebooting. I have a Dell XPS laptop, connected to a Thunderbolt docking station. I run ethernet through the docking station. I have an external monitor connected through the docking station. I've uninstalled and reinstalled Norton. Couple of different scenarios I've narrowed down where system is rebooting. VPN seems to be the conflict. I've run hardware diagnostics. Everything checked out fine. Also run operating system diagnostics, all checked out. No issues found. No registry issues. All drivers current. 

VPN began causing conflicts around mid August - after a Windows 11 update. I watch live/recorded streams from a service I subscribe to (it is NOT a TV service) and it stopped working when VPN is running. Only works without VPN. I tried switching VPN regions. That seemed to work for a few seconds, before stopping again. 

As for the random system reboots - this happens throughout the day, and no less than 6 times a day, making it not only difficult to work, but exceedingly frustrating.  

Here's the difference when it comes to VPN: 

Scenario 1:

System start up, let VPN run at startup

Open chrome (opens to NYTimes)

Read news stories. Start a video in a news story. 9 times out of 10, system will reboot. 

 

Scenario 2:

System start up, manually turn off VPN. 

Open chrome (opens to NY Times) 

Manually turn on VPN.

Read news story. Start a video in a news story. Video plays. 

Open a .pdf. System may reboot at this point. 

I've run diagnostics on the operating system and hardware. Everything came back fine. No hardware or software issues. I used to be able to watch Live video streams with VPN on in a service I subscribe to (it's an investment service - not a TV streaming service), but now I can't unless I turn VPN off. It seems everytime there's a BIOS update, it seems like Norton chokes on somthing. When I recently reinstalled Norton, a bunch of updates installed. I thought it was odd since I should be getting auto updates. Not that it made any difference, my system is still rebooting randomly throughout the day.  

If anyone can shed any light on what the issue might be, I'd be grateful. The only thing I haven't done yet is a clean Windows 11 Pro install. I bet you can guess how excited I am about the prospect of doing that! 

 

2

Glad you have a solution. Glad we could help.

SA

3

Hi, 

So turns out there are no issues with the user account. It actually appears the issue is with compatibility with the Thunderbolt WD22TB Dell dock, perhaps the laptop and likely something in Windows 11 Pro. I pulled all the USB connections, the system worked just fine, VPN and all. Hit all the websites that crashed with VPN, not one crashed. I attached the old dock, reconnected all the USBs, tried the new account, the only thing I had to adjust was sound. Logged in again with the user I had all the issues with, again, tried all the websites that previously crashed the system, worked like a charm with VPN on. 

I did change some power management settings yesterday, balanced didn't seem to help, but again, I'm sure that had to do with the dock, rather than the user. So I'll likely switch that back, see if that helps with the Kernel-Processor Warnings I still see. I do still see the DCOM Errors. Every change brought new warnings of course - thought I was done with the days of methodically stepping through changes. 

Thanks so much for all your patience and help with this. I really do appreciate it! 

smiley

4

Hi,

I wanted to let you know, I did manage to get a backup done. If I can make it through half the day tomorrow, I think I can try a few suggestions. We'll see. smiley

5

Thanks for the post-back. Hope things get better for you soon.

SA

6

Hi, 

Thanks for checking. I'm afraid not. I've been out of commission this past week and a half I'm afraid. I am trying to catch up on everything. As long as I leave VPN off, the system doesn't seem to reboot. Of course that's not how I want to leave things. I still think there are corrupt Windows 11 files. I would like to take a look at the minidump file to see if anything stands out. But still need to catch up on the other items you suggested first. Hope to get there over the next couple of days. 

Thanks so much for checking in. I'll let you know :-)  

7

@ReeGee I'm following up to see if anything has changed with the last suggestions.

SA

8

Hi 

I did see that. I cannot believe .... ha ha, perhaps I should say, I'm not surprised, they haven't fixed that issue (among so many others...sigh) yet. 

Yes, I've been putting off the whole OS reload - you can probably see that. The only thing connected to the laptop is the thunderbolt dock as I run ethernet. 'Old school me'. 

Hope to get to this tomorrow. Thanks again for your help and recommendations! 

9

The LSA alerts that Windows 11 users are seeing had been noted as far back as March 2023 and noted here at Bleeping Computer. Microsoft has yet to correct the issues to date. How to disable the LSA alerts as quoted in the article:

​How to remove the LSA Protection alerts

Until Microsoft rolls out a fix for this Windows 11 Local Security Authority glitch, you have to add two new DWORD registry entries and set them to '2' to ensure that the LSA Protection feature is automatically enabled after the next restart, and the faulty warnings will no longer be shown.

The procedure requires you to go through these steps:

  1. Open the Registry Editor and go to HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Control\Lsa
  2. Add new RunAsPPL and RunAsPPLBoot DWORD entries and set them to 2.
  3. Restart the system.

Before going down the destructive path with reinstallation of the OS, remove ALL USB devices connected to the computer. Next, create a separate NEW local admin account. Reboot the machine, logging OUT of the current user account. Restart and log in with the NEW account. Allow it to completely setup and log in with that account. Lets see whether the issues are with the original user profile or this is something that global with the OS regarding the random restarts and crashes.

 

SA

10

It was a Windows 11 install - Dell ffactory image. Thanks for the link. 

RG

11

Please have a look at this Microsoft article regarding the LSA 6155 warnings:

https://answers.microsoft.com/en-us/windows/forum/all/bsod-at-random-moments-lsa-package-not-signed/d87ac6f3-4ae1-49c6-8fa0-66d54deaa769

Is your Windows 11 install an upgrade from Window 10 or straight OEM factory image for Windows 11? 

SA

12

Hi, 

Unfortunately, the system is still rebooting, albeit with different error messages now. OS build is now 22621.2283, the latest. I didn't say any other optional updates. I'm beginning to think the issue is missing and/or corrupt Windows files. Now I see LSA 6155 warnings before the reboots, then lots of Kernel-PnP  Warnings (drivers failed to load). I was just on a Zoom call, through my browser, the system made a loud noise, and rebooted. Not surprised. I've ordered an external backup drive. I expected I'd have to reload the OS, so I'm not surprised. I won't be surprised if the reload doesn't solve the issue. 

RG

13

Keep us posted with your results. Glad to assist. With the Windows Updates overnight the latest Windows 11 public release is version 22H2 build 22621.2283. Check your Windows Updates and see if you have updates pending.

SA

14

Hi, 

Okay, thanks. I tried to reply to this thread a couple days ago, but my system restarted in the middle of typing. I've read through the links you provided - thanks very much - I'll see if the change solves the issue. I do have 22H2 x 64 the build differs I have 22621.2215. I'll run it with the change and see how it goes. If it craps out, as a last resort, I'll have to reload the OS. 

I appreciate your reply. smiley

15

Hello ReeGee. What is your build and version of Windows 11? Check your settings for your power plan in Windows. One XPS customer speaks of the same issues you are having here: https://www.reddit.com/r/DellXPS/comments/tzbilc/xps_15_9520_frequent_usermodepowerservice_events/

Their solution was as posted in the article/forums thread on Reddit.

This issue is caused by the Intel DTT service, which tries to change the power plan almost every minute.

It can be easily fixed by Group Policies available on the Pro editions of Windows:

Computer Configuration -> Administrative Templates -> System -> Power Management -> Select an Active Power Plan -> Automatic

And on the Dell forums: https://www.dell.com/community/en/conversations/xps/multiple-usermodepowerservice-event-id-12-events/647f9fedf4ccf8a8de4dda0a

I had the same problem. It looks like a service (Intel DTT) is trying to change the power plan every minute. Forcing the system to use the balanced power plan (Automatic) through a group policy fixes this problem and improves the battery life

 

SA

16

Hi,

Sorry, didn't see the install at mynorton.com part of the message. I've since reinstalled - turned on VPN and I guess I'll see how things go. That annoying message that pops up automatically - found that exe too. 

Norton has got far too many pop ups and annoying pushy sales tactics, so yes I am looking at different solutions despite it being very good at catching malware. There are just too  many annoying conflicts between Norton and Windows. Can't say it's all Norton's issue - Windows 11 Pro has been a bloody nightmare quite honestly. One of the buggiest I've ever used. After all the experience on both sides, updates should be almost seamless these days, yet they are worse than ever. It's really unacceptable. 

Thanks for the response. I'll let you know if the end result is positive. Fingers crossed. I'd like to understand exactly what the 'remove only' actually did and how it differs from 'Uninstall'. 

Best regards

Rita

 

quick update - unfortunately, this did not fix the issue. My system just rebooted. Lots of events being logged. 7010, 7012 Look like Windows issues. FX module not supported in BIOS, Library not supported in BIOS are a couple for example. Lots of UserModePowerService events being logged. I know these are not supposed to be critical, if they aren't preceding a reboot. However, they always precede reboots. Lots of these 'Information' events: Process C:\Windows\System32\WUDFHost.exe (process ID:1812) reset policy scheme from........

Looks like I'll be reloading Windows 11 Pro - dumping N360 - the OS and Windows 11 Pro don't seem to play nice together. Don't know what else to do. Can't work with a system constantly shutting down in the midde of trying to work. 

Unless anyone else has any other ideas that don't involve throwing hammers.... :-) 

17

Hi Nathan,

I am trying this. However once the product is uninstalled through 'Remove only' option, and I restart the system, a window pops up to Remove & Reinstall, with a link 'Click here for instructions on how to re-install your Norton product.  I initially thought the link was not working. Apparently the program was working, but checking files. 

The message that popped up is: 

Your current version of Norton 360 is not compatible with Windows 10. Click Next to download....

I am running Windows 11 Pro.  ????  

Sounds like there's some issue with compatibility - but why would it think I'm running Windows 10? What do I do now? Uninstall the entire package? 

Thanks

 

 

18

Hi,

Have you uninstalled Norton with remove only? It happens some times after an update that a program doesn't run correctly, if you remove and reinstall it will be the same, hence remove only (number 5 second option)and install through my.norton.com:

https://support.norton.com/sp/en/us/home/current/solutions/v60392881

 

Good luck!