Scan not starting

Archive
1

Hello,

 

For a while now, NAV cannot scan any items. Whenever a scan is initiated - whether automatically, e. g. by mounting a DMG file, or manually - a window called "starting scan" opens and the barber pole turns. However, nothing happens after that. I even uninstalled and re-installed NAV.

 

Do you have any suggestions how to resolve the problem?

 

Thank you in advance!

 

Best regards,

Monsoon

2

Hello,

 

Thanks for your suggestions.

 

First, I tried disabling the scanning of compressed files, but that didn't do the trick.

 

In the Console app, I did not find any crash reports for SymAVScanDaemon, but I found these for NortonAutoProtect:

 

03.05.10 17:40:10    SubmitDiagInfo[447]    Removed expired file /Library/Logs/DiagnosticReports/NortonAutoProtect_2010-04-18-105134_localhost.crash
03.05.10 17:40:11    SubmitDiagInfo[447]    Removed expired file /Library/Logs/DiagnosticReports/NortonAutoProtect_2010-04-18-140831_localhost.crash
03.05.10 17:40:12    SubmitDiagInfo[447]    Removed expired file /Library/Logs/DiagnosticReports/NortonAutoProtect_2010-04-18-210457_localhost.crash
04.05.10 06:06:34    com.apple.ReportCrash.Root[89]    2010-05-04 06:06:34.973 ReportCrash[89:1407] Saved crash report for NortonAutoProtect[47] version ??? (???) to /Library/Logs/DiagnosticReports/NortonAutoProtect_2010-05-04-060634_localhost.crash
04.05.10 19:22:09    com.apple.ReportCrash.Root[94]    2010-05-04 19:22:09.358 ReportCrash[94:2a03] Saved crash report for NortonAutoProtect[47] version ??? (???) to /Library/Logs/DiagnosticReports/NortonAutoProtect_2010-05-04-192208_localhost.crash
05.05.10 17:19:42    com.apple.ReportCrash.Root[77]    2010-05-05 17:19:42.760 ReportCrash[77:2a03] Saved crash report for NortonAutoProtect[47] version ??? (???) to /Library/Logs/DiagnosticReports/NortonAutoProtect_2010-05-05-171942_localhost.crash

 

Does this help you to zoom in on the problem?

 

Thanks in advance!


Best regards,

Monsoon

3

Actually, I would need the log files themselves (from /Library/Logs/DiagnosticReports).

 

Thanks,

Lee

4

Hello,

 

Thanks for the quick reply. Here are the four latest crash report files; note that I had to add the *.txt suffix in order to be able to upload them to the forum. Please let me know if you need anything else.


Best regards,

Monsoon

5

Thanks.  We'll see what we can surmise from these.

 

-- Lee

6

Hi, I seem to be having the same problem.  I'm running Norton 11.1.1 (2) for Mac.  I can't scan even small files.  I turned off "scan compressed files".  Any suggestions?

-L

7

Do you have any crash logs for NortonAutoProtect or SymAVScanDaemon?  You can find them by running /Applications/Utilities/Console (there's some discussion of this earlier in thread).

 

If so, please attach them to your reply.

8

Hello,

 

For a while now, NAV cannot scan any items. Whenever a scan is initiated - whether automatically, e. g. by mounting a DMG file, or manually - a window called "starting scan" opens and the barber pole turns. However, nothing happens after that. I even uninstalled and re-installed NAV.

 

Do you have any suggestions how to resolve the problem?

 

Thank you in advance!

 

Best regards,

Monsoon

9

Thanks for your quick reply.  I'm running Console, and I'm looking at the window LOG FILES/var/log/crashreporter.log.  I see SymDaemon crashes on 4/26 and 5/1, to wit:

Sun Apr 26 19:24:14 2009 crashdump[8139]: Started writing crash report to: /Library/Logs/CrashReporter/SymDaemon.crash.log

 

Fri May  1 08:36:05 2009 crashdump[9046]: Started writing crash report to: /Library/Logs/CrashReporter/SymDaemon.crash.log

 

 

But they don't seem to correspond to when I'm running Norton Antivirus scans.  I just attempted a few more scans and got the same result, a hang while it displays the "Starting Scan" message.  If I cancel, I have to reboot NAV before I can try to scan again.

 

Besides that, there are a few crashdump events and Pro Tools crashed twice this week.

 

Any more logs I can send you?  Thanks for your help!

 

10

The SymDaemon crashes may be unrelated (different from SymAVScanDaemon, sorry about the confusing names).

 

If you do the following, it will provide us a more full set of data about your configuration:

 

1. Download GatherSymantecInfo.zip from:
     ftp://ftp.symantec.com/misc/tools/mactools/GatherS ymantecInfo.zip
2. Expand GatherSymantecInfo.zip using Apple’s archive utility (other programs may not expand with proper permissions):
     /System/Library/CoreServices/BOMArchiveHelper (OS 10.4)
     /System/Library/CoreServices/Archive Utility (OS 10.5, 10.6)
3. In GatherSymantecInfo folder, double-click GatherSymantecInfo.command.
4. When prompted, enter your computer user password.
5. When prompted for a subscription key, simply press return.

 

This will create a file named SymantecInfo.zip, which you can either attach here (you'll need to add a ".log" extension to the file name) or if you prefer to send privately, let me know and I will send a private message telling you where to send it.

11

Hello,

 

have you been able to find out anything yet?

 

Best regards,

Monsoon

12

Hi,

 

I was hoping to get the info from GatherSymantecInfo (see my last reply).  Have you tried that?  It will include all the crash logs, which are the only clues I have to work with currently.  It also includes information that may indicate something unusual.

 

Thanks,

Lee

13

Oops, sorry, wrong person (the trouble with multiple inputs on one thread).  I see I already got your crash logs (though the additional info may help, if you want to try that).  

 

I'm awaiting some further analysis on the AutoProtect crash logs.  I'll see if I can escalate that tomorrow.

 

-- Lee

14

Hello,

 

I have the output of "GatherSymantecInfo" ready but cannot post it here as the maximum file size for the forum is 2 MB. Please let me know how I can send you the file.

 

Best regards,

Monsoon

15

I sent a private message with an email address to try.

 

Thanks,

Lee