Norton Utilities 14 Win 7 64-bit Crashes During Registry Optimization

Erik,

Here's an additional problem with the updated version of NU: while running the registry compaction tool, NU crashes, see the log below, and the registry compaction program RMScrn.exe hangs during the analysis phase after indicating 100% of the initial scan is complete.

Date:          8/12/2010 8:34:48 AM
Event ID:      1000
Task Category: (100)
Level:         Error
Keywords:      Classic
User:          N/A
Computer:      SA-T400
Description:
Faulting application name: nu.exe, version: 14.5.0.120, time stamp: 0x4c563447
Faulting module name: unknown, version: 0.0.0.0, time stamp: 0x00000000
Exception code: 0xc0000005
Fault offset: 0x01199770
Faulting process id: 0x1b5c
Faulting application start time: 0x01cb3a33355aec74
Faulting application path: C:\Program Files (x86)\Norton Utilities 14\nu.exe
Faulting module path: unknown
Report Id: 2377e229-a627-11df-a9d4-00242cbb506b

Once the hang occurs, it's not possible to kill RMScrn from the Task Manager. The following message is displayed: Unable to Terminate Process. The operation could not be completed. Access denied.


A logoff or reboot is required.


Thanks.

Yes, I've got the dump and it will be coming your way shortly. Thanks.

Hi Erik

 

Norton Utilities now loads without problems everything works except when I run the Defragment your Registry.

 

It creates the restore point and then seems to complete the analyzing of the registry and it is at that point the same error as before appears, but only if you run defragment your registry,,,The event log reports the error below:

  

Faulting application name: nu.exe, version: 14.5.0.120, time stamp: 0x4c563447

Faulting module name: unknown, version: 0.0.0.0, time stamp: 0x00000000

Exception code: 0xc0000005

Fault offset: 0x012351a0

Faulting process id: 0x143c

Faulting application start time: 0x01cb4148e9172aec

Faulting application path: C:\Program Files (x86)\Norton Utilities 14\nu.exe

 

 

But I found the cause of the issue Data Execution Prevention (DEP),

Go into System Properties >  Advanced Tab > Select Settings in Performance Option window and then select the Data Execution Prevention Tab 

On investigating I found that if you have the DEP turned on for all programs and services except those selected this causes the registry defragment application to fail with the following error "Norton Utilities 14.0 Will Not Start"

 

But if you select Turn On DEP for Essential Windows programs and services only and then restart your PC the Registry Defragment Application works.

 

Regards

 

Alex

Alex,

 

Thanks for that bit of information.  Could you move this to this following thread.One other person reported this and I'd like to see if the steps you outlined resolves it for him as well.  Once I have confirmation I'll send that info to the team.  Thanks.

 

Erik,

 

With DEP on for all programs and services except:

 

Norton Utilities Compact Progress

Norton Utilities 14.0

Norton Utilities Compact Startup

Norton Utilities Startup Tray.

 

The crash occurs. However, as noted by amc2, if DEP is set to Essential Windows programs and services only the crash does not occur, and I execute successfully to Step 2 of the compaction (where I ended my test).

Erik,

Here's an additional problem with the updated version of NU: while running the registry compaction tool, NU crashes, see the log below, and the registry compaction program RMScrn.exe hangs during the analysis phase after indicating 100% of the initial scan is complete.

Date:          8/12/2010 8:34:48 AM
Event ID:      1000
Task Category: (100)
Level:         Error
Keywords:      Classic
User:          N/A
Computer:      SA-T400
Description:
Faulting application name: nu.exe, version: 14.5.0.120, time stamp: 0x4c563447
Faulting module name: unknown, version: 0.0.0.0, time stamp: 0x00000000
Exception code: 0xc0000005
Fault offset: 0x01199770
Faulting process id: 0x1b5c
Faulting application start time: 0x01cb3a33355aec74
Faulting application path: C:\Program Files (x86)\Norton Utilities 14\nu.exe
Faulting module path: unknown
Report Id: 2377e229-a627-11df-a9d4-00242cbb506b

Once the hang occurs, it's not possible to kill RMScrn from the Task Manager. The following message is displayed: Unable to Terminate Process. The operation could not be completed. Access denied.


A logoff or reboot is required.


Thanks.