Norton Plug-In Crashes Outlook 2007

Norton Security | Norton Internet Security
1

Spent a good 12 hours with Norton over this problem, they remoted in and tried to correct the problem.

They unintentionally turned my user profile into a back-up state and if I hadn't of enabled the Admin account in Vista Home, I would have been unable to log onto my user account, a quick registry fix renaming a profile corrected this.

 

From all the troubleshooting to date I believe this is related to me having a Hotmail account loaded into my Outlook 2007 e-mail client.  If I try to move a message that is received in the Junk E-Mail folder, Outlook crashes and reports the Norton Anti-Spam Plug-In has caused the problem and wants to disable its DLL.  If I disable the DLL, I have no problems using my Outlook 2007 product.  On my laptop running the same OS and same version of Outlook, I have had this problem ever since using Norton's as my Anti-Virus solution and have had the plug-in disabled for over 2 years going back to their 2007 product line.  Seems to me they should have found a solution in the last 3 products released by now...  I know not many people are able to add Hotmail to their Outlook unless they have a real old Hotmail account, like mine, or paid to be able to do so, perhaps not a priority if such a rarity??

 

But I require my Outlook to have access to Hotmail for my Field Tech job as I save the emails for all my service calls for my records and use this account for that purpose.

 

Do others with Hotmail have this same problem? 

Has tech support been able to correct your issue, if you had one?

Do you trust the Norton team to remote into your computer to assist when problems arise? 

The potential losing my profile surely scared me, and when they remote in, they do not allow you to take control of mouse to enter any text into the chat window, they violently take control back and do not respond if you are quick enough to ask a question. 

Out of respect for the EU, they should ask questions before performing actions that may render your computer unusable... Now I know some EU have no clue what is going on with their troubleshooting, but when you see them entering a folder that has the OS from a dual boot system and starting to delete files, one would get upset...

2

Old enough not to require this connector you mention, I just added as a normal account under accounts, I think outlook chooses setting for you and you only need to enter username/password after selecting hotmail as the mail account.

Unless Outlook adds that on its own thinking I require it??

 

NIS 2009 was offered to me after purchasing the 2008 version a month earlier.  And after all the un-installs and re-installs I am sure to have its latest version, NIS2009...

 

I previoulsy had SystemWorks 2005-2007 before choosing NIS2008, and all of these versions had the same problem with Outlook and had its plug-in disabled.

 

Maybe there is only a small percentage of users who can link Hotmail to the Outlook client without this extra for newer users and they haven't allowed for my group of EUs...

Message Edited by sobitthen on 12-01-2008 11:17 AM
3
sobitthen wrote:

NIS 2009 was offered to me after purchasing the 2008 version a month earlier.  And after all the un-installs and re-installs I am sure to have its latest version, NIS2009...

How did you unistalled it? We mostly suggest to use the Norton Removal Tool, because after remove alway stays some files and regkey on the pc that can couse some troubles.

I suggest you to reinstall your product by doing these steps:

1. Save all Identity Safe data you have

2. Uninstall NIS and reboot

3. Use the Norton Removal Tool to clean the mess, and reboot

(4. Download the newest setup packages for NIS2009 (trial download is good, and download the Add-on pack 3.1 setup too, if you use it))

5. Reinstall your NIS

6. Set everything back, back-up you IS data too

7. Run Live Update to get all the latest updates. (It can download the version updates too)

 

The newest version is (you can find what you have in the Help & Support ->About panel):

engine: 16.1.0.33 (RTM was 16.0.0.125)

AOP: 3.1.0.7

4

The tool was used, the registry was purged of anything related to norton or symantec, the latest product was download, installed, updated, the condition still exists…:robotmad:

5

Hello sobitthen,

 

Are you currently using the Outlook Connector for Outlook 2007, and also using the AntiSpam feature in Norton? There is a known incompatibility issue which we are now trying to resolve with Microsoft.

 

For now, you should not use the AntiSpam feature or integrate it into Outlook.

 

 

6

I have an old enough account that I did not load this connector you have mentioned in this thread, I do not know if Outlook automatically installs it or not, but it is not installed as far as I know...

 

Is there some way to disable this connector or find out if Outlook installed it by default?

7

If you go in to Control Panel -> Add/Remove Programs, is "Microsoft Outlook Connector" one of them? I believe this is required if you have to use Outlook for a Hotmail or Windows Live Mail account. Since you will need this to check your mail, I recommend disabling only the AntiSpam and AntiSpam Outlook integration.

8

Under Control Panel - Programs and Features [Vista] the only Microsoft program loaded related to Outlook is Back-up and Restore for personal folders, there is no Connector running on my computer.  Like I said in previous posts, I have an old enough Hotmail account that I do not need this connector program to access their mail through Outlook.

 

There is some other issue here conflicting with Norton and it has to do with the Hotmail Junk E-Mail folder.

 

As soon as I try to move an email from this folder, Outlook crashes and reports the Norton plugin has created the error.  For now, until Norton resolves this issue, I will use Windows Live Mail to move the emails to Inbox then use Outlook to move into my personal folders. 

 

I keep my Hotmail Inbox to under 25 messages, moving the required ones and deleting the others, my Hotmail account is for my online business and all internet purchases, my main Charter account is used to contact friends and secured business contacts only.

 

The only oddity I can see with my Hotmail account is that when viewing my messages in Windows Live there are messages that are not in my Inbox when viewing with Outlook, messages dating back to 2006.  In Outlook I have under 25 messages showing up in Inbox, in Widows Live I have 50... I do not know why there is this dicrepancy...
I could go through those messages and remove the ones not showing up in Outlook if you think that may be an issue.

Message Edited by sobitthen on 12-01-2008 08:39 PM
9

Just deleted all the non-current messages that were showing up in Windows Live and not in Outlook, opened Outlook, clicked open my Inbox for Hotmail, Outlook crashed...  At least removed that variable...

 

I returned to Windows Live and deleted all sent emails, all unread feeds, emptied all the deleted items, made sure nothing at Windows Live wasn't in synch with Outlook.  Opened Outlook viewed all my Hotmail folders, no crash yet, although it took up to 20 minutes for it to randomly crash and I do not have 20 minutes to donate to troubleshooting as I have to get up in 4 hours for work...

 

I will report back if this corrects my issue, I am not feeling optimistic but this may have been the issue, and if indeed it fixes the crash others will know if they experience the same problem, fingers are crossed...  :manindifferent:

Message Edited by sobitthen on 12-01-2008 08:59 PM
10

No luck, Outlook still crashes, as soon as I emptied my junk email folder in Hotmail and returned to Inbox it crashed…

11

sobitthen,

 

Please try disabling AntiSpam, and also incoming/outgoing e-mail scans. Does this solve your problem?

 

 

thanks,

Oscar

12

I believe the support team that remoted into my pc performed that task.

 

But I can try that step in the morning, but if that stops it from crashing, will there be a patch so I can re-enable these features?  As what good is a protection product if I have to disable its protection...

Message Edited by sobitthen on 12-03-2008 06:48 PM
13

It has just struck me that NIS 2009 and NAV 2009 are working with no problems on so many machines with Outlook (including two of my own) that maybe we are taking the wrong tack in looking for workarounds.

1.  If NIS and NAV play well with Outlook in general

2.  And we are all starting from the same point more or less in terms of the Norton Products,

then

It seems more likely that Outlook is the program with the problem.  People have had Outlook for ages, have downloaded numerous updates for and chosen not to download other dates for it.  It works in collaboration with other MS products, some permutations of which some users have chosen while others have avoided them.

 

In other words, the Norton products are virtually and identical basically consistent from machine to machine.  But the operating systems and Outlook settings probably vary immensely from machine to machine; and either Windows or Outlook might have by now reached a degree of instability that makes it possible for the Norton product to knock the pinnings out from under it.

 

I am aware that there might be discrepancies in nature of installation, previous Norton products, and so on; but virtually all those differences have been resolved with uninstalling, use of the NRT, and so forth.  By now, Norton should not be the key factor.  There should be something in the operating system setup or the Outlook setup that explains most of the problems.  And isn't that what we have been finding out?

14

A bit more on this.

 

One poster has just used a suggestion I have posted a number of times on this board:

Create a new user with admin rights and see if the software works for the new user.

 

That solved the posters problem.  It has also worked a couple of other times.  I don't know how many people have actually tried following that suggestion.

 

But what does the success signify?  It's the same computer, with the same fundamental software.  What then is the difference from one user to the next?  Whatever individual settings the user modified, added, or removed that only has a user level impact.

 

This supports my suggestion that many of the problems that happen when Norton is introduced to mix actually have nothing to do with Norton but with a corrupted system; and Norton is only the catalyst.

 

This would certainly be a good, quick way to check what is happening when a poster comes here with a problem that is not consistent with our experience with the product:

Have the user create a new user with admin rights.

Then log off the current user and log on as the new user p and see if the problems persist.

If not, then the user can transfer over data files, but not settings from the old user, then do a total delete of the old user.   If the user wants to have the old user name, he or she can recreate the old user name (and make sure it works right), then delete the new user completely.

If the problems still persist, then at least we will all know that the causes lie in another arena.

Message Edited by mijcar on 12-03-2008 10:36 PM
15

Spent a good 12 hours with Norton over this problem, they remoted in and tried to correct the problem.

They unintentionally turned my user profile into a back-up state and if I hadn't of enabled the Admin account in Vista Home, I would have been unable to log onto my user account, a quick registry fix renaming a profile corrected this.

 

From all the troubleshooting to date I believe this is related to me having a Hotmail account loaded into my Outlook 2007 e-mail client.  If I try to move a message that is received in the Junk E-Mail folder, Outlook crashes and reports the Norton Anti-Spam Plug-In has caused the problem and wants to disable its DLL.  If I disable the DLL, I have no problems using my Outlook 2007 product.  On my laptop running the same OS and same version of Outlook, I have had this problem ever since using Norton's as my Anti-Virus solution and have had the plug-in disabled for over 2 years going back to their 2007 product line.  Seems to me they should have found a solution in the last 3 products released by now...  I know not many people are able to add Hotmail to their Outlook unless they have a real old Hotmail account, like mine, or paid to be able to do so, perhaps not a priority if such a rarity??

 

But I require my Outlook to have access to Hotmail for my Field Tech job as I save the emails for all my service calls for my records and use this account for that purpose.

 

Do others with Hotmail have this same problem? 

Has tech support been able to correct your issue, if you had one?

Do you trust the Norton team to remote into your computer to assist when problems arise? 

The potential losing my profile surely scared me, and when they remote in, they do not allow you to take control of mouse to enter any text into the chat window, they violently take control back and do not respond if you are quick enough to ask a question. 

Out of respect for the EU, they should ask questions before performing actions that may render your computer unusable... Now I know some EU have no clue what is going on with their troubleshooting, but when you see them entering a folder that has the OS from a dual boot system and starting to delete files, one would get upset...

16

Maybe it doesn't like my username of Craig...

I will try that option in the morning as well, and only load the Hotmail account because that is where it has the hang-up.  I just though odd that it is happening on 2 different computers both loading the Hotmail account...

17

Under Vista's full admin account I have loaded Hotmail and it has not crashed in 30 minutes of use, created a personal folder and transferred email into it without a crash.  Now this is the full admin acc't that I had to make system changes to enable in Vista Home, I did not try in just a regular 'admin' account that vista creates for it's users yet.  If this indeed does fix my problem, how could I find out what the original issue was?  Is there a way to compare the profiles? 

Again, I don't see how I could have duplicated the profile error, if that is what you are thinking now, on 2 seperate computers...

 

I do see several programs that did not follow the Admin account, 1 of which is BOINC.

Message Edited by sobitthen on 12-04-2008 07:48 AM
18

Created another account with my last initial added, transferred all my documents, backed up all my email, added the hotmail account to outlook after training norton with just the main email account loaded, so far so good...

Just wish i could have found what was the factor so in case i find this out in field i could correct it without all the extra work.  Now, hope I can remember all my saved passwords...

19
sobitthen wrote:

Created another account with my last initial added, transferred all my documents, backed up all my email, added the hotmail account to outlook after training norton with just the main email account loaded, so far so good...

Just wish i could have found what was the factor so in case i find this out in field i could correct it without all the extra work.  Now, hope I can remember all my saved passwords...

Just to make sure:  You created new user accounts on both the computers you were having problems with; and both are now working correctly?

 

I think what you will find is that some program you liked and put on both computers made some changes to the user part of the registry, then perhaps you uninstalled the program or upgraded and those particular changes were not deleted or corrected.  So the modifications were left there sitting like a landmind, waiting for the right catalyst to set them off.

 

Keeping that in mind, when you install new software, if you suddenly start having a problem again, you will now have a pretty good idea of what is happening.  This is a good reason to set System Restore points before installing anything new.

 

I'd suggest the following additional steps:

1.  run a full system scan under this New User.

2.  do not log on as the original user unless absolutely necessary (e.g. to collect some settings or passwords).

3.  if things stay working properly for 4 days to a week, delete the original user making sure you select the choice that DOES NOT save anything from that original user.

4.  open up My Computer>C:>Documents and Settings and delete the folder with your original user name

 

 

Good luck

20

No, the other computer, the laptop has not been altered yet.

Only programs on both machines are: BOINC, WOW, CCleaner, Skype, Office 2007, NIS 2009, other than the stock Vista apps.

Had typed a long reply, had to use phone and it wanted a re-auth to post and all was lost...  :smileymad: