"Norton Famility has stopped working"

Archive
1

I've started having trouble with Norton Family crashing on boot and first login. I keeps trying to restart (about 3 times) and crashes every time. I've tried uninstalling and reinstalling.  I've also deleted the C:\Users\Public\Downloads\Norton\{NF29526-PROD-FSD40014} folder and tried reinstalling.

 

The details of the machine and user account are:

1) Windows 7 Professional 32 bit fully updated

2) Independent of web browser and occurs at login before any browser has started

3) Account is an administrator and not monitored by Norton Family

4) I can't click on the tray icon because it has failed.  See report below for version numbers.

5) Antivirus is NIS 21.1.0.18

6) No other security or antivius software is installed.

 

 

The "details" from the windows report are as follows:

Problem signature:
  Problem Event Name:    APPCRASH
  Application Name:    NF.exe
  Application Version:    12.11.0.16
  Application Timestamp:    524cbb5e
  Fault Module Name:    TRAYICON.DLL
  Fault Module Version:    2.9.5.26
  Fault Module Timestamp:    52eb92b3
  Exception Code:    c0000005
  Exception Offset:    000186f6
  OS Version:    6.1.7601.2.1.0.256.48
  Locale ID:    3081
  Additional Information 1:    0a9e
  Additional Information 2:    0a9e372d3b4ad19135b953a78882e789
  Additional Information 3:    0a9e
  Additional Information 4:    0a9e372d3b4ad19135b953a78882e789

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If the online privacy statement is not available, please read our privacy statement offline:
  C:\Windows\system32\en-US\erofflps.txt

Has anyone else had this?  Any suggestions on what to do other than uninstall Norton Family?

 

 

FOLLOWUP:

This problem does not seem to happen on a monitored account on the same computer.

2

Hi PT73,

 

If you are able to reproduce the issue during a remote session and willing to have a remote session with me, please send me a private message via the forum for details.

 

 

Thanks

Katie

3

Any solution for this?  I am having the same issue.  I experience only on my kids' user accounts, not on my user account on the same computer.

4

I've done a remote session with them and they have taken some logs.  At least with my issue, it seems to be the tray icon that is broken and Norton Family is still working in the background.  So I just place the error dialog box in the bottom right corner and ignore it.  I'm going to do that for a week or so waiting for a fix.  If one doesn't come, I think I'll be doing a full uninstall, clear of all Norton applications (including registry) and reinstalling.  (I need to do that anyway as my NIS subscription expires soon and I'm going to give Norton 360 a go due to a cashback offer that made it cheaper.)

5

Hi,

 

Thanks for the inquiry.  The team is working on an update which will correct the issue.  It will be released soon.

 

 

Thanks for your patience.

Katie

6

The Feb 11 Update seems to have resolved the issue.  The tray icon is back without crashes.

7

Hi PT73,

 

Thanks for the update.

 

 

Thanks,

Katie