Norton Internet Security 16.5.0.134 - Full System Scan Freezes

Norton Security | Norton Internet Security
1

Backgound to Problem:

 

- Printer was Off an someone wanted to Print something off a Web Page.

- That someone Turned On the Printer and went to File > Print before the Printer had Loaded on the System.

 

Problem: 

 

- Now, when I try to Print something, I.E. 08 Freezes up.

- When Running a Full System Scan, it get to about 14,000 Files in and Freezes on C:\hp\drivers\printers\deskjet\common\drivers\com_os\hpztbu08.ex_ and the system becomes un-useable and has to be re-started.

 

 

What I've Done: 

 

- Un-install Printer that was tried to Print from and the Freeze still happens.

- Launched One Click Support and the Auto-Fix Tool which Checks the Product, but it, too, froze, and become "Not Responding".  Actually, it's just said that All Scans Appear Normal.

 

X.P.; 03.

 

Message Edited by Floating_Red on 05-13-2009 11:59 PM
Message Edited by Floating_Red on 05-14-2009 12:01 AM
Message Edited by Floating_Red on 05-14-2009 12:01 AM
Message Edited by Floating_Red on 05-14-2009 12:11 AM
2

I see you mention IE8. Does it only happen wityh IE8 or also with firefox, opera, etc

3

I E 8

4
Stu wrote:
I see you mention IE8. Does it only happen wityh IE8 or also with firefox, opera, etc

 

Just I.E. 08.  Everything was working fine un-til what happened in the "Background to Problem".

 

5

Not to belabor the point but, now, after the initial sequence of events has occurred, does the problem occur when you try printing from other applications or is the problem still just IE8?

6

I would at least try System Restore to a point before the freeze issue began.  Good luck with this – I  haven’t myself been able to get a System Restore to successfully work for months and months and that is with the strategy recommended of turning off Tamper Protection.

7

Hi, Brubaker,

 

Since the Printer is currently un-installed, I would have to re-install the Printer again, but I am waiting to see all suggestions first.  I was actually thinking about your point today and do plan to test it out on other Applications.  Good suggestion.

 

P.S.: Nice Picture. 

 

______________________________________________________________

 

Hi, mijcar

 

I have thought about this route, but would rather see if I can get it Fixed without a System Restore.  Thanks for your suggestion.

 

Message Edited by Floating_Red on 05-14-2009 04:12 PM
8
Floating_Red wrote:

Hi, Brubaker,

 

Since the Printer is currently un-installed, I would have to re-install the Printer again, but I am waiting to see all suggestions first.  I was actually thinking about your point today and do plan to test it out on other Applications.  Good suggestion.

 

P.S.: Nice Picture. 

 

______________________________________________________________

 

Hi, mijcar

 

I have thought about this route, but would rather see if I can get it Fixed without a System Restore.  Thanks for your suggestion.

 

Message Edited by Floating_Red on 05-14-2009 04:12 PM

Hi Floating_Red,

 

Since the printer is currently uninstalled and the scan still hangs up, I think I'd start by verifying that all printer components have in fact been removed. You may have already done that. If not, make a quick check under program files and also under application data. Most importantly, make a serious search of the registry. Uninstallers too often leave traces behind, hiding in obscure locations, and they can be very troublesome. Chances are that won't solve your problem, but it won't cost anything either, and it will eliminate one possible cause. Good luck.

9
Brubaker wrote:
Hi Floating_Red,

 

 

Since the printer is currently uninstalled and the scan still hangs up, I think I'd start by verifying that all printer components have in fact been removed. You may have already done that. If not, make a quick check under program files and also under application data. Most importantly, make a serious search of the registry. Uninstallers too often leave traces behind, hiding in obscure locations, and they can be very troublesome. Chances are that won't solve your problem, but it won't cost anything either, and it will eliminate one possible cause. Good luck.

Bru, I completely agree about the artifacts left behind.  Almost certainly there will be a driver left behind and HP is notorious for the registry entries it leaves behind.

 

However, even though I think those items need clearing up, I don't think that is the real problem.  If I read Red's description correctly, this is only an issue with IE8.  He had no problems printing from Firefox or another browser, no problem printing from something like Office.

 

What that tells me is that the printer is not involved.  Why?  Because of the queueing process.  Once there is a lock-up in printing, no subsequent documents will get printed until the lock-up is resolved.  But they are getting printed; so there is nothing in front of them keeping them from getting through; so the hypothetical document from IE8 is not in the queue.  So IE8 hasn't even pushed the document into the printing system.  So ... don't look at anything related to the printer.

 

Two possibilities occur to me.

First (this would be the easiest to deal with):  Red unbeknownst to himself selected the wrong printer in the printer dialogue or the wrong printer was selected by some process he inadvertantly initiated.  If the printer selected was a virtual printer (Adobe converter, Quicken converter, etc) or an offline or nonexistant printer, then the computer is still trying to access that printer and there is a bottleneck there.  It won't stop documents from printing to another printer; but it will constantly try to access the printer it thinks Red wanted to print to.

Second (coincidence or indirect consequence):  The problem Red is having has nothing to do with any printer at all.  Something in IE8 is broken or stuck; and what he experienced was the time lag caused by that problem at the same time he was trying to print something.  The compromised IE8 wouldn't complete the printing sequence and the issue has nothing to do with the printer but with IE8.

 

If it's the first possibility, Red should go into the Printer Device manager and see what information is available is there.  He might find a device there that is waiting to print or complaining about being offline or unavailable and he might be able to clear the queue from there.

If it's the second possibility, that could be a real pain.  He might have to uninstall IE8, make sure IE7 is still working, then reinstall IE8.  Maybe IE8 has a fix-me component, although I have seldom had much luck with such things.

Message Edited by mijcar on 05-14-2009 11:17 AM
10

Hi, Brubaker and mijcar,

 

When the printer is Offline and you have the computer On, clearly you need to wait until the system Loads Up the printer.  Now, I was not at the computer, and someone I know was at the computer, but I was in the same room; now, there is a sound that happens when the computer Registers the printer and this sound occured just as the User had Clicked on "Print" in the "File" - File > Print - of I.E. 08 and "OK" to print.  I did go to the Folder in Control Panel and, when the printer in question is Off, it still says "Offline", and when I turn the printer On, it says "Online", so no Problems there.  It was only when I went to print something that the system would freeze up, even after re-starting; only tried this with I.E. 08 before I un-installed the printer, and the Printer in question is still un-installed from the system.  I do have a printer that is not Connected to the computer; when I try and print something from that printer not Connected to my computer, no freezes occur and I can easily go to the printer and Cancel the Documents Waiting to be Printed.  If it was just the printer that was affected that the freezes would stop once the printer in question was un-installed, which is what I've done; however, why is the Full System Scan freezing still, when the printer in question has been un-installed?  I am thinking that the Driver has got damaged or something, because, as in with Post 01, the Scan Freezes on that point, and as the printer was just being recognised by the computer when something was trying to be Printed, the Driver could have been damaged; I could be wrong.  I have also done a One-Button Check-up in Norton SystemWorks, and I have done the "Clean Your Registry" with Norton Utilities; Norton SystemWorks doesn't Find anything wrong with my system, while Norton Utilities does Find things, but not related to my Issue.   With the information provided (above), what do you suggest I do to Solve this Issue?

 

Thank-you for all your suggestions so far.

 

Message Edited by Floating_Red on 05-14-2009 07:19 PM
11

Red, because I am in the middle of other things, I am going to have to respond in pieces.

 

First, your understanding of offline versus online is not quite right.

 

You do not have to have a printer online in order to send an item for printing to the printer.  If the printer is offline, all that will happen is the queue will be created with your item in it, in order, waiting for the printer to come back online.  When that happens, the item will be send on to the printer for printing.  I just confirmed that, by the way, with my own HP, and that is exactly what happened.

 

Second, I am confused when you say your scan freezes at the driver.  I thought you had removed the driver.  Can you clarify what you mean and also how you know this, please?

 

Also, a list of exactly what issues your have would help.  At this point, the only thing I am sure of is that your scan freezes.  Do you mean the full system scan, quick scan, custom scan, any combination or all of these?  How usable is the rest of your computer during this freeze?  How do you get out of it at this point?  Taskmanager?  Cancel button?  Power off?  How long do you wait before taking action?

 

I will check back later.

12

Hi, mijcar,

 

"You do not have to have a printer online in order to send an item for printing to the printer.  If the printer is offline, all that will happen is the queue will be created with your item in it, in order, waiting for the printer to come back online.  When that happens, the item will be send on to the printer for printing."

 

I know.

 

_____________________________________

 

"Second, I am confused when you say your scan freezes at the driver.  I thought you had removed the driver.  Can you clarify what you mean and also how you know this, please?"

 

I Removed the Printer, yes, but, if you look at Post 01, then you will see where the Full System Scan Freezes at; that is what I meant.  Even although the printer is indeed un-installed, the F.S.S. still Freezed at that point.  Just the Full System Scan freezes at that point; the Quick Scan Completes without any Problems; I don't use Custom Scans.   When the freezes occurs, it takes about five minutes for a windows to load up, and the C.P.U. is at 100%; also, the "ccSvcHst.exe" Memory Usage jumps to about 26,000 when I checked it once, so, yeah, the system does become completely un-useable.  When I first noticed the freeze, it must have been like that for about ten minutes; I have to re-start the computer to get the computer back to Normal.  And everything runs fine un-less I: try to print something off - which would not be possible now since the printer is un-installed - or if I Run a Full System Scan and it freezes.

 

13

Okay, let's try something.  The problem you describe is awfully similar to one I have experienced and which has nothing to do with printers.

 

Open TaskManager>Processes.

Click on View >Select Columns

Check "Base Priority"

 

Leave TM open.

 

Launch a scan.  When it freezes, go to TM (even if you move around slow as molasses).  Right-click on the offending ccSvcHst.exe and change the Priority to Below Normal or Low.  See if this gives you back control of your computer.  If it does, try waiting out the scan.  At least you will now be able to do other things.  If not, at least we have more data on the problem.

 

Okay, something else.  The file you think is involved may or may not be.  There is a display gap when the scanner shows what it is scanning and actual is scanning that file.  So, it might possibly mean it got frozen on the way to examining the file, while examining the file, or right after scanning the file.  The thing here is that the file you are looking at is not a functioning file.  It is used for building one, but that is not the same thing.  Notice the file type:  ex_.  This means that this file can be converted into an exe file, but isn't one at the moment.

 

 

In other words, this file has absolutely nothing to do with any ongoing process in your computer.  The file created from it would, but not this file.

 

Now that doesn't mean the file hasn't been corrupted or taken over by malware so that when it is converted it will become malware.  I am just saying that this file is not doing anything.

 

Additionally, you said there are no problems with anything except the full scan.  Am I right that you tried scanning this file with a custom scan and that produced no problems?

 

If that is so, then once again, it strongly suggests that the problem is elsewhere.

Let's get some of these questions answered clearly and maybe we can then move on from there.

 

Message Edited by mijcar on 05-14-2009 01:23 PM
14

mij,

 

As I understand Red's earlier response to me, he has not yet tried printing from other applications. If the problem is not application specific, that leaves the printer in play. If it is application specific, we have a different problem set.

 

Red,

 

Can you confirm, have you tried printing from other applications or just from IE8?

 

In answer to your closing question, frankly, given what is now known, I'd try reinstalling the printer. You're going to have to do it eventually anyway, and reinstalling isn't going to harm anything. If, as has been suggested, the problem is a corrupted driver, reinstalling should solve the problem. If the driver is still on your system it will be overwritten during the install, and it will in any case be re-registered.

 

Your thoughts mij?

 

15
Brubaker wrote:

mij,

 

As I understand Red's earlier response to me, he has not yet tried printing from other applications. If the problem is not application specific, that leaves the printer in play. If it is application specific, we have a different problem set.

 

Red,

 

Can you confirm, have you tried printing from other applications or just from IE8?

 

In answer to your closing question, frankly, given what is now known, I'd try reinstalling the printer. You're going to have to do it eventually anyway, and reinstalling isn't going to harm anything. If, as has been suggested, the problem is a corrupted driver, reinstalling should solve the problem. If the driver is still on your system it will be overwritten during the install, and it will in any case be re-registered.

 

Your thoughts mij?

 

I thought Red had stated that the problem was only in IE8, from which I concluded he had tried printing from elsewhere.  Let's wait and see his answers to my very specific questions above as well as to this current one:  Can he print to the newly re-installed printer (your suggestion above)?

16

I just Ran a Custom Scan on the File it freezes on - listed in Post One - in the Full System Scan, and it [the Custom Scan] Completed without any Issues.  I am just about to Launch a Full System Scan to see if it freezes, and I will try mijcar's suggestions if it still freezes.

 

17

The Scan froze, but this time it froze on a differnet File: C:\hp\drivers\win2k_xp\hp22ku08.dl_.  I tried your suggestion, mijcar, but the Scan did not move from the number that it stuck on. 

 

18
Floating_Red wrote:

The Scan froze, but this time it froze on a differnet File: C:\hp\drivers\win2k_xp\hp22ku08.dl_.  I tried your suggestion, mijcar, but the Scan did not move from the number that it stuck on. 

 

At least that is information.

 

Now, one more thing to try:  Highlight the folder in question (win2k_xp) and run a custom scan on the folder and see if it freezes there.

 

What I am wondering is:

Is the scan always stopping on some file in the hp driver set ...?

Or is the scan always stopping after a certain number of files have been processed ...?  And because it checks them pretty much in the same order every time, it will stop pretty much in the same place.

Or is there something else accumulating in a file or CPU or RAM somewhere such that when it reaches a certain count, the scan freezes?

 

This current experiment will at least clear or not the folder in question as the culprit.

 

P.S.  you haven't yet definitively answered Bru's questions:

1.  whether or not you are able to print from other sources (MS Word, for example; or Firefox) after reinstalling the printer.

2.  And from IE8, ditto.

Message Edited by mijcar on 05-14-2009 03:41 PM
19

If you notice, it get stuck on a differnet Folder; instead of "cos_os", it gets stuck on "win2k_xp".  Did a Custom Scan on C:\hp\drivers\printers\deskjet\common\drivers\win2k_xp\hpz2ku08.dl_ and it did not get stuck on it.  Am thinking that, maybe when I do Custom Scans, that it helps the Full System Scan get over that File/Folder?  The Full System Scan is always getting stuck around about the "printer\...\drivers" area at the moment.  When the Scan Freezes, it seems to be the "ccSvcHst" Mem. Usage shoots up to 60,000 and the C.P.U. about 30%.  And when I the computer was re-starting, the "ccSvcHst" went "Not Responding on shut-down, so that means it Crashed.

 

I still have the printer un-installed and I want to go along with your ideas first before re-installing the printer as that may cause more Problems.

20
Floating_Red wrote:

If you notice, it get stuck on a differnet Folder; instead of "cos_os", it gets stuck on "win2k_xp".  Did a Custom Scan on C:\hp\drivers\printers\deskjet\common\drivers\win2k_xp\hpz2ku08.dl_ and it did not get stuck on it.  Am thinking that, maybe when I do Custom Scans, that it helps the Full System Scan get over that File/Folder?  The Full System Scan is always getting stuck around about the "printer\...\drivers" area at the moment.  When the Scan Freezes, it seems to be the "ccSvcHst" Mem. Usage shoots up to 60,000 and the C.P.U. about 30%.  And when I the computer was re-starting, the "ccSvcHst" went "Not Responding on shut-down, so that means it Crashed.

 

I still have the printer un-installed and I want to go along with your ideas first before re-installing the printer as that may cause more Problems.

No, I didn't notice the difference in folders - thanks for bringing that to my attention.

 

Okay, if you want to try this the way I would, here's what I would do on my own computer.

 

Delete the entire folder c:\hp.  It is only an installation folder and you would do better reinstalling from scratch.  Anyway, you can always restore it later if you want to.

 

Now scan and tell us what happens.

Message Edited by mijcar on 05-14-2009 04:36 PM