Norton Update Issue on Microsoft 365 for Windows 11

Norton 360 for Windows
1

Note: Please do not post Personally Identifiable Information like email address, personal phone number, physical home address, product key etc.

Issue abstract: Norton Update Popup Box after Auto Scan

Description: Recently I’ve gotten a popup from Norton 360 with LifeLock a couple of times now, once last month and again this month, telling me to restart my computer for updates. After clicking OK, the computer reboots, showing a blue screen that says the update is at 30% and to please wait. The percentage never changes, and a white mouse pointer bounces around the screen, even though it’s not my mouse—I even turned it off, but it kept moving. Both times, I ended up shutting down and unplugging my desktop. When I restart, everything seems normal, with no sign of the update screen or anything needing to finish. I can’t figure out where this pointer is coming from or how or why this is happening. The popup looks normal to all the other popups I’ve gotten after other Norton updates I have received. Any ideas?

Product & version number: Microsoft 365 Personal, Norton 360 with LifeLock. Not familiar with version numbers!

OS details: Windows 11

What is the error message you are seeing? None

If you have any supporting screenshots, please add them: No

2

That sounds like a Windows update trying to complete. They often seem to freeze at a given percentage during the update. You have to be patient and allow it time to complete or you might cause issues with your Windows installation.

3

I agree, but it just sits there for a long time, and I can’t understand why a mouse pointer is bouncing around the screen. I’ve done countless Windows updates over the years, but I’ve never seen anything like this. Usually, if an update is interrupted, restarting the system makes it resume, but this time it didn’t happen either time. What really puzzles me is how there’s a white mouse pointer darting around and stopping on the blue update screen stuck at 30%, even though the percentage never changes. My mouse was turned off!

4

@RickyGoody A better understanding of what this may be caused by will be reviewing the Windows Event Viewer first. As well as what, if anything is stored in your Norton History. Please review full history vice recent.

Secondarily, any crash dump logs that are present will also have data there to help determine what the faulting cause is:

AI Overview

To view Windows crash logs and memory dump files, use the built-in Event Viewer for a quick overview or WinDbg from the Microsoft Store for an in-depth dump file analysis. [1, 2, 3]

Using Windows Event Viewer

The Event Viewer lists system warnings, reboots, and bug check codes without installing extra software. [1, 2]

  • Press Win + R, type eventvwr, and press Enter to open the utility.

  • Expand Windows Logs in the left sidebar and click on System.

  • Click Filter Current Log on the right side menu.

  • Check the boxes for Critical and Error, then click OK.

  • Search the list for Event ID 41 (unexpected shutdown) or Event ID 1001 (BugCheck crash data) around the exact time of your crash. [1]

Locating Crash Dump Files

When Windows crashes with a Blue Screen of Death (BSOD), it saves a memory snapshot file to your hard drive. [1]

  • Minidump files (small memory snapshots): Found in C:\Windows\Minidump\

  • Full or automatic memory dump: Found at C:\Windows\MEMORY.DMP

  • Application crash dumps: Found in C:\Users\YourUsername\AppData\Local\CrashDumps\ [1, 2, 3, 4]

Analyzing Dump Files with WinDbg

To find the exact driver or software module that triggered a crash, use Microsoft’s official debugger. [1]

  • Install WinDbg from the Microsoft Store.

  • Open WinDbg with administrator privileges.

  • Go to File > Open crash dump and browse to C:\Windows\Minidump\ or select your .dmp file.

  • Make sure your PC is connected to the internet so WinDbg can download the required debugging symbol files.

  • Type !analyze -v in the command line at the bottom of the window and press Enter.

  • Review the output text for MODULE_NAME or IMAGE_NAME to see the exact file name responsible for the crash. [1, 2, 3, 4]

You also may want to do the following and send logs directly to Norton:

AI Overview

To send your Norton logs for review, use the official Norton Support Tool on Windows to automatically collect and upload debug data. [1, 2]

How to Send Logs Using the Norton Support Tool (Windows)

  • Download and open the Norton Support Tool.

  • Click Next in the tool window.

  • Enter your Norton account email address and your support ticket number if you have one.

  • Type a short description of your issue in the text box.

  • Click Options, select Full dumps, and click OK.

  • Click Generate and wait for the tool to create the support file.

  • Note your generated File ID and click Finish to submit it. [1, 2]

Alternative Methods for Mac or Mobile

  • Mac: Open your Norton product, go to Settings, select Troubleshooting, and click Send Report next to “Report a problem”.

  • iOS / Android: Open the Norton 360 app, go to Account > About, tap the three dots menu, and select Send device logs to email them. [1, 2]

Regards,
SA