Norton Family stops working

Archive
1

Hi,

My son's computer has Norton Family installed on it. Every few days or so Norton Family stops working; I don't get a message telling me it is not working.  When I reboot the system it starts working again -- at least for a while.  He puts his computer in sleep mode a lot, so it isn't being rebooted every day.

 

Any ideas why Norton Family might stop working?

 

His computer: Windows7, 64 bit.  He has a limited user account.

 

Thanks.

 

2

More Info:

Looking at the Task Manager / Service, the following services were stopped:

  • WPCSvc Parental Controls
  • NSM Norton Family

Yet the NIS Norton Internet Security is still running.

 

For the NSM service the message "The Norton Family service terminated unexpectedly. It has done this 3 time(s)." was posted.

 

Also, looking at the System (Application) Event Logs, the following error was noted.

 

Log Name:      Application
Source:        Application Error
Date:          3/30/2014 5:49:50 PM
Event ID:      1000
Task Category: (100)
Level:         Error
Keywords:      Classic
User:          N/A
Computer:      Jason-PC
Description:
Faulting application name: NF.exe, version: 12.11.0.16, time stamp: 0x524cbb5e
Faulting module name: WDJobs.dll_unloaded, version: 0.0.0.0, time stamp: 0x52f8ffb7
Exception code: 0xc0000005
Fault offset: 0x660f5c28
Faulting process id: 0xe04
Faulting application start time: 0x01cf4c48d8746029
Faulting application path: C:\Program Files (x86)\Norton Family\Engine\2.9.5.29\NF.exe
Faulting module path: WDJobs.dll
Report Id: 5d24eda9-b86e-11e3-a4fa-d43d7e4a4a1b
Event Xml:
<Event xmlns="http://schemas.microsoft.com/win/2004/08/events/event">
  <System>
    <Provider Name="Application Error" />
    <EventID Qualifiers="0">1000</EventID>
    <Level>2</Level>
    <Task>100</Task>
    <Keywords>0x80000000000000</Keywords>
    <TimeCreated SystemTime="2014-03-31T00:49:50.000000000Z" />
    <EventRecordID>25809</EventRecordID>
    <Channel>Application</Channel>
    <Computer>Jason-PC</Computer>
    <Security />
  </System>
  <EventData>
    <Data>NF.exe</Data>
    <Data>12.11.0.16</Data>
    <Data>524cbb5e</Data>
    <Data>WDJobs.dll_unloaded</Data>
    <Data>0.0.0.0</Data>
    <Data>52f8ffb7</Data>
    <Data>c0000005</Data>
    <Data>660f5c28</Data>
    <Data>e04</Data>
    <Data>01cf4c48d8746029</Data>
    <Data>C:\Program Files (x86)\Norton Family\Engine\2.9.5.29\NF.exe</Data>
    <Data>WDJobs.dll</Data>
    <Data>5d24eda9-b86e-11e3-a4fa-d43d7e4a4a1b</Data>
  </EventData>
</Event>

 

Thanks.

3

Hi earl007,

 

Thanks for the information.  Norton Family program checks the Norton Family service is running or not every five minutes.  When it detects it's not running for whatever reasons (turned off manually or for other reasons), the program restarts itself.

 

I would be glad to setup a remote session with you if you are able to reproduce the issue during a remote session (it is working, then it stops working at the moment).

 

 

Thanks

Katie