Norton Product & Blue Screen

Norton Security | Norton Internet Security
1

Hi, Everyone,

 

I had my computer on and it just turned off without Shutting Down all of a sudden.  When I turned it back on, it wouldn't start and was lead to Tools for Fixing this problem.  Turns out that the Boot File was Damaged, and a Repair was completed on it.  Upon my machine Starting again, the Norton Status was "At Risk", so I Opened N.I.S.2011 and it automatically started the Auto-Fix Process, and it Downloaded 104.00M.B. of Data which Fixed the Issue.  Can't say for sure if the two are connected, but thought I'd let you know of the Problem. The Updates were:

 

Norton [Product Year] Virus Definitions.

 

Norton [Product Year] Web Protction Definitions (hub)

 

Norton [Product Year] Web Protection Definitions

 

Norton Pulse Update

2

Correction: I had to click on the "FIX NOW" Button on the U.I. of Norton Internet Security 2011.  And it was 104.22M.B. of Data. 

 

Also, Pulse Updates' Status was at "Not Available", the Protection Updates [Norton LiveUpdate] Ran; Auto-Protect, Anti-Spyware, E-Mail Protection was Off upon Re-Start, and the FIX NOW FIxed these.

 

 

 

 

 

 

 

3

This is the third time this has happened, twice this weekend.  The same thing happens: My computer is on, Shuts Down Un-Expectedly, it can't Re-Start, leads me to Tools to Fix the problem, this time (today) it was more serious, and when I do get my system to Start-Up, Norton is "At Risk" as detailed in my previous Messages.  I have done several Anti-Virus Scans with Norton, Malwarebytes' Anti-Malware and SUPERAntiSpyware Free Edition, all of which have come back clean.  Still not sure if Norton is the exact cause of this issue, but since it has happened three times now, with Norton being the same as described above, I believe it is Norton that is causing the Blue Screen.  I would be willing to investigate this if someone gets back in touch.  Thanks.

 

Please Note: I have not yet installed S.P.1 for WINDOWS7.  I will be installing this in about one week's time, so please let me know if you would like me to install this sooner.

4

This time, the Updates Downloaded and Installed were:

 

Norton 2011 I.P.S. Definitions

 

Norton 2011 Virus Definitions

 

Norton 2011 Web Protection Definitions

 

Norton Pulse Updates

 

 

 

5

Hi FR:

 

There would appear to be some kind of issue with NIS on your machine that needs to be repaired.  I would suggest removing it, running the removal tool to clean up, and then install the service pack before reinstalling.

 

You could run Nirsoft Bluescreenview to see what info is provided in case a driver can be updated before reinstalling NIS.

 

Lots of information here.  The downloads are at the bottom of the page.

 

http://www.nirsoft.net/utils/blue_screen_view.html

6

Many Thanks, delph., for directing me to that Program.  The program states that all three - one in 2010, one in June 2011 and one in July 2011 (yesterday) - of the Crashes/Blue Screens was caused by ntkrnlpa.exe, which "is a process associated with Microsoft® Windows® Operating System from Microsoft Corporation.  It is not a critical component but care should be taken before attempting to disable it.ntkrnlpa.exe is a system process that is needed for your Windows system to work properly. It should not be removed. Check Windows now to identify removable processes that are slowing down your computer".  I'm now wondering if this will be fixed with the installation with S.P.1 and whther re-installing N.I.S. will Solve this Issue. 

 

F.Y.I.,  have installed all the Driver Updates via WINDOWS Update, so I would assume that these would be displayed if there were Driver Updates available.  If there is something in the program that is able to detect a driver Update, please let me know.

 

I also assume that if one saved the Identity Safe when un-installing via Add/Remove Programs, when the N.R.T. [Norton Removal Tool] is Run, this will not Remove these...?

 

Many Thanks.

 

 

7

I also assume that if one saved the Identity Safe when un-installing via Add/Remove Programs, when the N.R.T. [Norton Removal Tool] is Run, this will not Remove these...?

I've uninstalled a couple of times with the NPM file saved on the desktop.  The removal tool never bothered it.  That shouldn't be a problem.

 

There should have been a couple of error numbers from the Bluescreenview 0x0...... as well that could be helpful.

8

Would that be the Bug Check Code?  If this is not it, please point me in the right direction.

 

 

9

I have an Error Number for Norton:

 

Error 3047,53.

 

Whether this is related to the Boot File Failure/Boot File is Corrupt, I don't know at this time, or this issue in general.

 

----------------

 

One Click Support states it has fixed an Issue with Virus Definitions and that a Re-Start is Required to Apply the Fix.  Re-Starting now.

 

---------------

 

I have to say that, ever since Saturday, the system has been really sluggish; this is when the second Crash happened.

 

 

 

 

 

 

10

This is the first Error Report, which I'm sure is related to this:

 

Category: Norton Error Reporting
Date & Time,Risk,Activity,Status,Recommended Action,Error Time,User Name,Error ID,Module ID,Feature,Error Code,Product Version,Product Name,Error Description,Computer Name
04/07/2011 19:12,Medium,Norton Internet Security has encountered an internal program error.,Error,Find more information on the Symantec website at www.symantec.com/support,04 July 2011 19:12,T,53,3047,,0x00000001,18.6.0.29,Norton Internet Security,Norton Internet Security has encountered an internal program error.,P.C.

 

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Should also point out that this has happened multiple times today, the Shut Down Un-Expected, e.t.c..

 

-------------------

 

Just had Error 8920,208 relating to the Failed Installtion of Virus Definitions.

 

One Click Support has just finished, and states: "No automatic solutions were found.".


 I then Run Norton LiveUpdate again, Downloads 105.90M.B. of Norton 2011 Virus Definitions, which installs. 

11

There should be the bug check code and four parameters.  Similar to this.  There may be more than one driver involved.

 

   DumpFile         :062911-23649-01.dmp 
CrashTime        :6/29/20119:25:34 PM 
BugCheckString  : MEMORY_MANAGEMENT 
BugCheckCode    :0x0000001a 
Parameter1       :00000000`00041790 
Parameter 2       : fffffa80`006019e0 
Parameter3       :00000000`0000ffff 
Parameter 4       : 00000000`00000000 
CausedByDriver  : ntoskrnl.exe 

12

Second Error Report:

 

Category: Norton Error Reporting
Date & Time,Risk,Activity,Status,Recommended Action,Error Time,User Name,Error ID,Module ID,Feature,Error Code,Product Version,Product Name,Error Description
04/07/2011 21:19,Medium,Norton Internet Security has encountered an internal program error.,Error,Find more information on the Symantec website at www.symantec.com/support,04 July 2011 21:19,T,208,8920,,0x000003ed,18.6.0.29,Norton Internet Security,Norton Internet Security has encountered an internal program error.

 

F.Y.I., I have Removed "Computer Name".


 

13

Please look in your event viewer and check under system and applications for information and provide anything found here, if you would.

 

Also, the Bluescreenview report could well be of considerable help if posted in your thread for the Windows pros to view.  Symantec error reporting does not provide sufficient details to determine what is conflicting with what.

14

I noticed this yesterday: An Icon is appeared over the On/Off Button on the U.I.; it is grey, and is a circle with a diagonal line through it.  I have a Screen Shot, should you wish to see this.

 

I have multiple Warnings relating to Google Update, and multiple Errors which are not related to Google Update, these are relating to other Applications on my system.

 

______________________________________

 

System:

 

"The following boot-start or system-start driver(s) failed to load: SABKUTIL" - This happened when I re-started from Safe Mode in to Normal Mode Today (05/07/2011)

 

"The General Purpose USB Driver (adildr.sys service failed to start due to the following error: The system cannot find the file specified."  (Today, 05/07/2011)

 

"The following boot-start or system-start driver(s) failed to load: SABKUTIL and SRTSP" - (04/07/2011)

 

----------------------------------------------------------------------------------------

Log:

 

Log Name:      System
Source:        Microsoft-Windows-Kernel-Power
Date:          04/07/2011 19:10:35
Event ID:      41
Task Category: (63)
Level:         Critical
Keywords:      (2)
User:          SYSTEM
Computer:      [Removed]
Description:
The system has rebooted without cleanly shutting down first. This error could be caused if the system stopped responding, crashed, or lost power unexpectedly.

----------------------------------------------------------------------------------------------------------------

________________________________________

 

I think it would be best if I took Screen Shots as there are far too many Errors for me to list here.  Please let me know.

 

________________________________________

 

In fact, I think a Remote Session would be best here; if someone from Syamntec would like to take a look at this, please let me know.   There would be too many Screen Shots for me to take to document all the Errors listed on "System".

 

 

 

 

15

Here some details from the WINDOWS Notification about the issue:

 

---------

 

Files that help describe the problem:

 

C:\Windows\Minidump\071011-39624-01.dmp

 

C:\Users\[Removed]\AppData\Local\Temp\WER-71791-0.sysdata.xml

 

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Any suggestions are most welcome. 

 

I have since un-installed N.I.S., used Norton Removal Tool, Installed S.P.1, then re-installed N.I.S., for your Information (F.Y.I.), and this issue has just happened again, the second time since re-installing/installing S.P.1.

 

I have more information if required.

 

 

16

WINDOWS created some Logs about the issue, so I'm thinking that these will automatically be Sent to Microsoft?  I also believe Norton not to be at fault any more.   One thing to note is that this time - it just happened again, the un-expected Shut Down - is that it was a "Fatal Error".

 

 

17

Had a look back through the Thread; will try to get you those Errors, Delp., some time this week.  Do you just want the Errors with the message that the system clearly turned off without first Shutting Down?  Please confirm.

 

And with regards to the Files Detected as being the issue: Just want to confirm if Deleting them would Fix this Issue, and whether Upgrading I.E. from 8 to 9 would remove these?  Any insight would be great.

 

Cheers!

 

 

18

Dump File: 071111-30934-01.dmp

 

Crash Time: 11/07/2011; 17:28:34

 

Bug Check String: CRITICAL_OBJECT_TERMINATION

 

Bug Check Code: 0x000000f4

 

Para. 1: 0x00000003

 

Parametre 2: 0x88b2b748

 

Parameter 3: 0x88b2b8b4

 

Para.4: 0x82e5fce0

 

Caused By Driver...: ntkrnlpa.exe

 

...

 

Full Path: C:\Windows\Minidump\071111-30934-01.dmp

 

---------

 

Sorry, took me a while to find what you referred to!

 

 

19

I think it would be best if I took Screen Shots as there are far too many Errors for me to list here.  Please let me know.

 

There can be lots of errors listed, but you should find that many of them are duplicates.  Warnings (yellow) probably aren't the issue.  The red errors are of more interest.

 

Did you upgrade to Win 7 over top of Vista, or was it a clean install?

 

If you have SAS installed, it should be removed via add/remove rather than deleting it.

 

You could also see if USB driver updates are available.

 

More info on the Blue screen errors  would be helpful, all of it rather than just the parts you find relevant.

20

Hey, Delp.,

 

I bought a system with WINDOWS7 already installed in it, so no over-installs were done.

 

So you just want Red Icons Logs only?  I don't think there was too many of them; will try and give you the logs some time later this week.

 

"SAS" = SUPERAntiSpyware?

 

Where would the USB Updates be listed?

 

Will P.M. you the rest of the Log listed; there are still a number of Logs listed, so let me know how many you want; there's about five or so.