I've been looking for answers to this problem in the Norton Toolbar/Norton Identity Safe section of this forum, but (1) since the update to v.21.2.0.38 I haven't seen any new answers from Norton; and (2) I'm still seeing problems that go beyond ID Safe and the Toolbar. So here goes:
After doing all the updating (including a removal and clean reinstall) to finally get NIS 21.2 I'm still having trouble with the toolbar plug-in crashing every time I start my browser, and at random intervals after that. When the toolbar crashes it freezes my browser, often for several minutes at a time. Sometimes the entire computer freezes - can't switch from browser to Word, say; or if I'm using Word when the plug-in decides to crash then Word freezes. I've tried opening the Vault from NIS Settings/Web/Identity Safe before opening a browser window to see if that makes any difference, but it doesn't.
More problematic, I can't always get to the NIS settings. I click to open NIS and nothing happens. Sometimes the icon appears in the taskbar but the program itself doesn't appear. Several times I've gotten error 8506,421. Once I used the Norton Removal Tool to clear that error; since then I've tried just restarting the computer and that seems to work for the moment - but really, that's not an acceptable solution.
When I shut down my computer, I sometimes get the message that it's waiting for ccSvcHst - which, after doing some research, sounds like it's an NIS file. The message says "The instruction at 0x6ab67cff referenced memory at 0x00000000. The memory could not be read."
Taking all this together makes me think it's more than just the Toolbar extension. I've used NIS for more years than I can remember and I really value Identity Safe - I just want it to work quietly in the background and not make my computer freeze or slow down.
I'm running NIS v.21.2.0.38 and my primary browser is Chrome v.33.0.1750.154 m; the Norton Identity Protection extension is v.2014.7.0.43. My OS is Windows 7. Are there other specs you need?
" When I shut down my computer, I sometimes get the message that it's waiting for ccSvcHst - which, after doing some research, sounds like it's an NIS file."
Hi,
With NIS 21 version the ccSvcHst.exe processes are renamed NIS.exe processes.
Do you have any remnants from a previous installation of NIS?
See in taskmgr if there are 2 NIS.exe processes, (show processes for all users), and some remnant ccSvcHst.exe processes.
Yes, there are two NIS.exe processes. Does this mean I need to do another remove and reinstall? And does that mean just the Norton Removal Tool or the Power Eraser?
" I can't always get to the NIS settings. I click to open NIS and nothing happens. Sometimes the icon appears in the taskbar but the program itself doesn't appear. Several times I've gotten error 8506,421"
Hi,
Try to uninstall Norton via Control Panel, Programs & Features, Uninstall a program.
A reboot will be asked.
Upon reboot, run Norton Removal tool and reboot again.
Once completed download a fresh copy of NIS from your Norton Account, save the.exe in Desktop and ran it from an account with admin privileges.
Not successful, and I'm not sure whether anything has improved. I still have two instances of NIS.exe *32 running when I show processes from all users. Here's what else is happening:
Try to uninstall Norton via Control Panel, Programs & Features, Uninstall a program.
I did this. I also tried to uninstall Norton Zone, to make sure everything Norton was gone, but it will not uninstall - I don't know whether that is relevant.
A reboot will be asked. Upon reboot, run Norton Removal tool and reboot again. Once completed download a fresh copy of NIS from your Norton Account, save the.exe in Desktop and ran it from an account with admin privileges. Run LU until no more updates are found.
I ran LU until no more updates were available and restarted about five or six times. Except for the first time, which took two or three tries to get to "not required," it would download one update and then finish. I admit I got bored and decided to start everything up and see how it's working.
Here's the current status: The toolbar does not show in Chrome - although it does show in Firefox - and Chrome does not prompt me to log into my vault. If I have multiple logins for a given site, Chrome will not ask me which one to use; Firefox will.
I have not yet experienced a "plug-in not responding" error - but it's usually good for a few hours after a reinstall so I imagine that will happen fairly soon.
What else should I try to get rid of the second instance of NIS.exe? And is that likely to be the solution to everything else?
Thanks for the info - I had posted in that thread several weeks ago. I haven't seen any responses from Tony to anyone's posts, so I wasn't sure whether Norton is still monitoring that thread or not. I'll try again.