I work for Symantec, but I don't work in tech support, I work on the STAR components. You could still be contacted by the Norton Support Team. I worked with a Norton customer reporting something similar a few months ago.
Your system has an INTEL i9 7980xe CPU and the motherboard must use the x299 Intel Chipset. You stated that the BIOS version is Alienware ver. 1.1.9 which I googled to find the release date. 7/5/2017. Have you tried to update the BIOS firmware since owning the computer? July 5, 2017 is about the time the i9 went on sale.
Usually, there is a BSOD crash when live update is run that brings the entire system to a dead stop. The bugcheck is WHEA_UNCORRECTABLE_ERROR (124).
Could you let me know if you are getting BSOD crashes when LU runs? You mentioned crashes, and I swear I read the entire thread, but I don't see what I am looking for. Do you have a c:\windows\memory.dmp file that might be related to these? I can analyze it for you to see if this is same problem. Don't post the file on the public facing forum. You can send me a private message instead and I will provide instructions.
The problem seems to have resolved itself for now.
Earlier, when downloading the NSBU version was NSBU-ESD-22.12.0.104-EN.exe, and so it worked until the patches got it to 22.14.0.54, after which the LiveUpdate started causing the computer crashes. Downloading through my Norton account directly got to 22.14.0.54 and succeeding LiveUpdate crashes, so I followed the NSBU route as that at least seemed to work for a little while.
Today when I hit the NSBU URL, the version it served was NSBU-ESD-Def-22.14.0.54-EN.exe. After installing it, all LiveUpdates have been working fine.
This makes me think that there was one particular update within LiveUpdate after 22.14.0.54 that was causing this issue, and the NSBU version was probably newer than that, thus saving me from the crash.
I'll keep an eye on this for 2-3 days, and if I don't encounter any further issues, I'll provide an update stating that this issue seems to be resolved now. If I see any further crashes, I'll try out the Boot Time Protection tweak you mentioned.
I tried all three suggestions you gave - here are my updates:
Disabled all "Exploit Prevention" settings and rebooted
Norton LiveUpdate still caused computer to hang
Disabled Idle Time Optimizer and rebooted
Norton LiveUpdate still caused computer to hang
Turned off Task Scheduling > .. Performance setting and rebooted
Norton LiveUpdate still caused computer to hang
I also tried Settings > Antivirus > Updates > "Apply Updates only on Reboot" and rebooted. But Norton LiveUpdate still caused computer to hang
I think there's a bigger problem with Norton LiveUpdate or Auto-Protect off/on not running or deployment tested against certain computer configurations. Even when Norton Core support helped me last week, the only way they were able to do this is by completely removing Norton and then reinstalling from the NSBU.
However, if you have any other suggestions or can help me escalate this, I would really appreciate it.
Thank you SoulAsylum and floplot for your suggestions - I was unable to try out the suggestions you folks so kindly provided as I had some stuff going on at home.
I'll try these out during the weekend and report back if I see any improvement (until now, I had disabled the "Automatic Liveupdate" which safeguards the computer from crashing).
Everybody, go into your Norton dashboard, under "Exploit Prevention" disable them and reboot the system. Lets see if that is playing a role in causing this issue. Also disable your idle time optimizer.
Yes, a 512GB M.2 PCIe SSD is set as the boot device.
I don't see any "fix it" option with the sys-tray icon, but opening Norton Security offers the "Fix Now" option. Clicking on it starts the LiveUpdate process as well, which leads to the same issue.
NP Everybody, and you are most welcome. Another question which eluded my asking before is whether you have an SSD and if so is it set as the boot device on the laptop? Opening your Norton sys tray icon, look to the left for the "fix it". Click and run if you haven't already and see if the troubleshooter corrects anything.
This is what I was able to find using Alienware SupportAssist about the motherboard:
Motherboard details:
Manufacturer: Alienware
Product: 0N4R4N
BIOS: Alienware ver 1.1.9
SMBIOS: ver 3.0
Do you need other info like "Intel(R) Chipset SATA/PCIe RST Premium Controller", "Intel(R) USB 3.0 eXtensible Host Controller" or "ASMedia USB 3.1 eXtensible Host Controller" as well?
First, I want to say Thanks for your initial suggestion - I forgot to thank you, it was bad etiquette.
I'll leave 'fast startup' off as you suggested - although it doesn't seem to be causing any issues on my 2 laptops (mine and my son's).
Technically, LiveUpdate doesn't "fail" in the traditional sense, it doesn't give any error messages or anything. The computer just hangs, becomes completely unresponsive. This usually happens at the final update. For eg, if there are 5 updates then when it is "Installing update 5 of 5", if there are 6, then at '6 of 6'. I can't do anything at this point, no mouse movement/gesture, mouse clicks or keyboard taps register. The only thing I can do is press the Power button until the machine shuts down. Then start it up again.
The current Norton version is Norton Security ver 22.14.0.54 (SKU 21366633).
Yes, I do have Norton Core (had preordered and have had it since it came out) - I'm on a Core network.
@floplot
Thanks for the reply. When I ordered my computer from Dell, I specifically asked not to include any other security program, even the McAfee trial. So my machine was free from any other security software other than what Microsoft itself provides - Defender. And the Norton installation has disabled Defender Virus & threat protection.
I have attached the component list here. I'm not sure what the exact motherboard is, I didn't assemble it myself. See the attached "Dell_Alienware_Desktop_Specs.txt" for details.
Did the new computer come with any free trial security program? If it came with any free security program, then it has to be removed with the Removal Tool from the other Vendor. What Firmware version and what App version and is it Android or IOS? What is the motherboard that comes with the computer?
Thanks for the feedback and setting that to off. We recommend leaving it off due to known issues. Of course that will be a choice for you to make. When live update fails do you get any error from your Norton product, IE a numeric code? Does it offer the "fix it" solution? Also what is the current version installed? You can get that info by opening your Norton sys tray icon then click help, then about. You stated you have Norton Core Security as well. Do you have Core and is this computer on a Core network?
