I recently purchased and downloaded Norton Antivirus 2009 (to replace 2003 version) onto two computers. Both computers have been functioning normally for a good while. No problems on either computer after installing the new 2009 version until the time came for me to use a CD or DVD to back up files from the computer. On inserting a rewritable CD or rewritable DVD the computer crashes with a Bad Pool Header blue screen (0x00000019). I have also tried a blank CD-R, but still get the blue screen when invited to format the disk.
The same situation applies on both computers, which are different makes and configurations, both operating on WIndows XP Pro.
I have talked with Norton Support analysts who remotely uninstalled NAV 2009 - the problem disappeared, the disks then worked fine. The Support analyst then re-installed NAV 2009 - the problem returned.
The Support analysts have referred the problem to R&D and I await their response.
This brings back such bad memories of hours trying to figure out how to revive a computer. About 3 or 4 years ago I had a similar blue screen that said bad pool header on a xp media center pc. The problem I had was not related to norton as far as I know. Anyway, in your case, if the norton removal tool does not work and/or you come to the point when your computer simply will not boot past the blue screen anymore despite trying to boot in safe mode, last working configuration, etc, I am sorry to say that reformatting may be your only option. Depending on how common this particular blue screen error is a quick fix for it may be beyond the knowledge of even some of the best computer experts in these forums. Blue screens of death have been known to be that difficult to correct.
I don’t think I’d head for a format just yet, as it could be fairly easily rectified by updating whatever driver is causing the reaction. Is there a shared printer between the two computers, are your graphics drivers updated? Is the burning software up to date? I don’t beleive that an uninstall/reinstall is going to improve this issue.
I don't think I have any other realtime security software but am no expert in these areas. I definitely do not have any other antivirus programs. I do have what came bundled with XP (MS security centre) and I also have Windows Defender - don't think these are problems ???
I should have mentioned that the Norton analyst did use the remove tool and took everything Norton off the computer before re-installing, so that has been tried.
(Incidentally as I purchased NAV 2009 by Internet download, I don't actually know how to re-load it as I do not have a CD version).
Everything on the computer operates fine as long as I don't put a blank cd or dvd into the slot !
Also, I have checked Device Manager, no apparent problems or yellow excalmation marks.
I do have a Nero suite and have been running that until now quite happily. I did try to back-up my files using Nero as a workaround, but again as soon as the disk went into the slot, BSOD.
Many thanks for all the suggestions. They are coming in faster than I can try them , handles the blue-screens, re-boot and re-logon ! My first time in this forum and I am impressed with the prompt knowhow. I will take a little time to work through your various suggestions and come back to this thread with results.
I am not especially literate on the technical side, but the essential point seems to me to be that everything works fine when NAV2009 is not on the computer, and when NAV 2009 is loaded it is only loading-the-disk issue that results in the crash. So something incompatible between those two things. As a longtime user though not too technical, my intuition is that the solution will not be something horrendous as all other functionality continues to work fine.
Anyway I'll come back to you tomorrow when I have tried your suggestions further.
For the benefit other any others with this problem, I asked Mike1 to try a KB article Fix that was worked on in the N360 board. The Fix can be found in this KB article . I just wanted to see if this would correct the problem since I know N360 uses a driver for CD / DVD access for backup purposes. I guess we will see what happens and go from there.
Well it seems like you are in good hands here Mike1. Sorry if my last post made things seem hopeless. I probably should have rephraised it as blue screen errors are known to be difficult, but not impossible to fix. Reading over the posts I think compumind is right about your problem being due to the device driver. Though I would also consider windows defender as possibly contributing to your problem. I have not had this installed on a computer in over a year so many changes to it have probably been made. Does windows defender now have realt time protection against spyware loaded via cds, flash drives, etc? You mentioned how when NAV is uninstalled this problem does not occur so it could be a conflict between it and windows defender.
Hello again from Mike1. Well I have worked through your suggestions and a solution has materialised.
I downloaded the files suggested in the knowledge base article posted by 'dbrisendine' and that has fixed it, hurrah.
I do not know quite what the cause-and-solution actually are (not being too techo minded), but I noted that the two files from the download seemed to be a 'driver' file and a 'registry' file. So it looks as if your guys were onto it. The files were small and the fix quick.
I did switch off Windows Defender to try that option, but that did not seem to be an issue, so I have switched it back on to see if I could 'break' the fix. I also have tried various cd and dvd disks and again no problem now. So looks an appropriate solution.
Not being very savvy with tech stuff, I learned a couple of things too:
1. As a first time user of this Forum, there are a lot of people out there who are knowledgeable and willing to help a novice. I do very much appreciate the prompt and constructive repsonses from you all. When (if !!!) I become an exper user in NAV 2009, I will be glad to reciprocate with the effort.
2. The Help section in NAV 2009 does not actually give an option for a Knowledge Base. Initially I had to go through a helpdesk who escalated the matter. I have since gone to the Symantec and Norton web sites but cannot find a knowledge base as such, nor did a search reveal the article posted by 'dbrisendine'. That's interesting and makes the Forum the more valuable a source for fixes.
3. How to re-download NAV 2009 from the Web if I need too at some future time. So thanks for that tip too.
