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Issue abstract:
Detailed description: Have problem with Windows Update. Need to shut down Cryptographic Service to run trouble shooter but Norton depends on that service and will not allow it to stop. What can I do outside of uninstalling Norton?
Product & version number: 25.2.9898 (build 25.2.9898.919)
OS details: Windows 11 Pro 24H2 build 26100.3624
What is the error message you are seeing? A Windows Update from 2023 keeps installing every day shutting down all my open programs.
If you have any supporting screenshots, please add them:
@rzn6jw111 You may be taking the wrong approach to the issue you are seeing. Windows updates that keep presenting are often issues with Windows Update Storage being corrupted. Use this guide for running DISM via Administrator Command Prompt to repair your installation.
SA
Already have applied the DISM commands to where there are 0 reclaimable packages but KB5035942 continues to run every morning. Have reinstalled Windows, deleted registry entries, run said DISM commands several times but to no avail. It just keeps running every day. Is there any way at all, this is being run from Microsoft? There was an error in February where the KB package failed to update the PC. Since then, it’s been running every day although the system’s event viewer logs: application, system, setup, or security, fail to show that it has run.
Have you also reset Windows Update components? Allow Norton services to be stopped if they are presented as in your screenshot.
You can try the following suggestions:
Reset Windows Update Components:
Clearing the Windows Update cache and resetting services can sometimes fix issues.
Press Win + S, type cmd, right-click Command Prompt, and select Run as administrator.
Type the following commands, pressing Enter after each:
net stop wuauserv
net stop cryptSvc
net stop bits
net stop msiserver
Rename SoftwareDistribution and Catroot2 Folders:
ren C:\Windows\SoftwareDistribution SoftwareDistribution.old
ren C:\Windows\System32\catroot2 Catroot2.old
Restart Windows Update Services:
net start wuauserv
net start cryptSvc
net start bits
net start msiserver
Restart your laptop and check for updates again.
Edited: If this fails remove Norton completely and reboot. Perform the above steps again and restart, recheck for the issue. Once you can determine the issue is resolved reinstall your Norton product.
SA
1 Like
Have already tried the commands. Once I get to net stop cryptSvc, Norton prevents me from continuing. This is the problem. Is there a way to shut down Norton so I can continue with the commands or do I have to uninstall Norton completely?
I recommended removal of your Norton product as a possible solution in my last post. Please let us know what your results are, once you remove Norton and reboot run those same commands and fix the Windows Update components that are corrupted.
Reset Windows Update Components:
Clearing the Windows Update cache and resetting services can sometimes fix issues.
Press Win + S, type cmd, right-click Command Prompt, and select Run as administrator.
Type the following commands, pressing Enter after each:
net stop wuauserv
net stop cryptSvc
net stop bits
net stop msiserver
Rename SoftwareDistribution and Catroot2 Folders:
ren C:\Windows\SoftwareDistribution SoftwareDistribution.old
ren C:\Windows\System32\catroot2 Catroot2.old
Restart Windows Update Services:
net start wuauserv
net start cryptSvc
net start bits
net start msiserver
Restart your laptop and check for updates again.
Edited: If this fails remove Norton completely and reboot. Perform the above steps again and restart, recheck for the issue. Once you can determine the issue is resolved reinstall your Norton product.
SA
Uninstalled Norton, was able to run the commands, reinstalled Norton and rebooted. Will have to wait until the morning to see if the update runs again (it runs sometime overnight). back then. Thanks for the help.
1 Like
You’re most welcome!! Let us know what your progress is so we can follow-up.
SA
After all that, KB503594 ran again this morning. I’m at wits end trying to figure out what the trigger is because nothing is present in any of the Windows logs to indicate that the update ran, yet is does.
So that we are on the same page. You reset the Windows Update components? Did you then reboot and run this command within a powershell admin command prompt?
DISM /Online /Cleanup-Image /RestoreHealth
SA
Yes. Have run the DISM commands again, have 0 reclaimable packages and will attempt to reinstall Windows from an ISO, keeping my apps and files. Will get back after that.
1 Like
same issues here but when i turn norton360 off it works again. never had this issue with anyother paid anti-virus. poor or what
@rzn6jw111 Remove Norton and leave it removed until this Windows Update tries to run again. If it runs and completes without Norton installed and remains that way for at least 24 hours, Norton is then the issue. If it does run DOES NOT complete with Norton removed, your Windows install is the issue.
Let us know what your clean reinstall of Windows does regarding this weird update issue. I also suggest NOT reinstalling Norton to verify whether this update reappears.
SA
Sorry for the delay but I wanted to make sure of things before I replied. I uninstalled Norton on the 18th. Late the next morning, I checked and KB5035942 had not run. I left things the way they were for another day and checked again. It had not run. I reinstalled Norton 360 on the 20th and checked this morning. It did not run.
So, what could the issue have been? Could Norton have been the culprit all along?
Give this another 24 hours or so of monitoring. Actually Microsoft was more the issue. KB5035942 was an update back in March 2024 that had 5 new moment features. It was an RP/Public build 22631.3374. Public release versions are now 26100.xxxx. Norton won’t have any control over what Windows Updates are presented or not presented, I wouldn’t think it has been blocking a specific update for more than a year. Having done a clean install, the setup should have checked for updates and installed the needed updates during the installation. The last time I did a clean install/setup on Windows 11 Pro the setup did just that, when I finally got logged in I was on the current version at that point.
With the new releases of Norton the engine is the Avast engine, Norton has NOT shared any details of that engine nor any documentation. So I cannot 100% rule out Norton as being a part of the issue.
SA
