Symantec Framework stops working and closes the program in Norton 360.6

Norton Security | Norton Internet Security
21

yank:

 

I did what you suggested and it didn't help. Just to make sure it wasn't still looking for something, I forced it to do a full system scan and asked it to hibernate after it was complete. This morning, when I started the computer, N360 showed me that the scan had completed successfully and there were no problems reported. After the system was running for a few minutes, it started placing another big demand on the hard drive, and I was right back to what I explained in previous posts. It was so bad, I had to wait a few minutes to get N360 to open from the system tray. Of course, the cursor was showing busy a lot, but I didn't get the Symantec System Framework is not responding message. N360 is obviously a very complex product. Do you know if there's any way to find out exactly what it's doing when this happens? In other words, does it have the equivalent of a task manager which would show the function it's working on? I've looked around, but don't see anything obvious. Guess I might as well try rebooting as well, but I doubt that will help as it hasn't before. I appreciate your input as it's been very helpful.

 

Update: Did a reboot and it didn't help, so I'm back on Silent Mode. Guess I'll have to contact Symantec when I have the time.

22
sjaak wrote:

Pobelka virus  did norton stop it it's a **bleep**ing banking trojan every thing for asia and east europe have to go the black list all trojan a tip for symantec :smileywink:


Your post makes no sense to me.  Try rephrasing with complete sentences.

23
ramshrii wrote:

Hi

Host cleanup fails if the Host file is missing from its location. Download and run the Fix it tool from here to reset the Host file.

I already have Fix It, tried downloading again and got an error message 2738. I have run everything in Fix It and it doesn't help, the problem still exists.

I went to fix it online and typed in file host cleanup and no results came up.  Any other suggestions?

24

Hi jimboden,

 

I really hate to tell you that you did not do what I suggested - you did more than I wanted you to do.  But that's OK - we can try again tonight. 

 

All I want you to do, is take your system out of Silent Mode and let it run over night and since you changed it last night,  please return the Hiibernation setting to it's default Stay On setting.   Do not initiate a full scan, do not set it for hibernation after completion, just take it out of Silent Mode and let it run.

 

I'm not sure exactly what is running in the background, I suspect a full scan and the one I susupect is a built in feature of Norton that we have very little control over - other than to let it run until completion.  Without going into great detail, let me just say that this full system scan runs in Idle Time - it will do part of the scan while in Idle, quit when the system comes out of Idlel and then start where it left off when the system reutrns to Idle.  Evebntually it will get ot the point where it says it must run until finished and  run even when the system is not in Idle.  That is when you get the loading effect your are seeing - it says it is the boss and the heck with what you say.  This particular scan I believe is scheduled to run every three weeks and the reasoning is for user safety - as some users (like yourself) turns off the Full SystemScan and never wants it to run, but the programmers think they are wiseer, so they let this run in the background (normally unnoticed by the user - until something like this occurs).  Anyway, by letting it run to completion, is the only way it will complete and reset the clock to three weeks so to speak.

 

I am not sure if it will show in History or not.  From main page of N 360, select Tasks > Check security History > I am not sure if it will show in the Scan Results or not as it is not Completed or Cancelled.

 

   

25
ItBMe2 wrote:

I'll try talking to Live support later today.  Maybe they'll have a solution or come up with a patch.

Support came in remotely, acted like they knew what they were doing (though looked questionable), changed a few file names and made all protected system files visible, ran the uninstall and reinstall tool(something I had already done) ran scans and this did nothing but leave my pc in a mess.  I did finally figure out the problem and reset the defaults to hide the files that should not be seen.

The problem still occurs.  Symantec framework stopped working and closed the program again this morning when attempting to open my vault on line.  Once again, Norton Icon in system tray dissappeared and the desktop icon failed to open.   I had to restart my pc to bring Norton back again.   This is getting very, very frustrating!  Norton is also very slow to respond when I give it a command, whether trying to open the vault, open the program, run anything in the program and sometimes uses high cpu's when doing nothing.

I had never had a problem with Norton until I upgraded to the latest version of 360 in January. 

 

Firefox has been having issues too.  "Firefox has stopped responding and will close the program."  Both tell me they will look for solutions, but still haven't found any. 

26

yank:

 

Thanks once again. So, what you're saying is N360 will do full system scans even though I have it turned off in all its different settings? Last night I did exactly what you suggested. I turned off Silent Mode and let it do its thing until it was finished. After it finished, I did a manual full scan just for the heck of it, but that should not have affected the outcome as the other process completed. This is a very strange way for Symantec to do things. They give you the illusion of controlling everything, but they still override them and do full system scans? The only thing that still doesn't make sense is I've never had this situation in the many years I've been using Norton products. I still can't believe they haven't done a change recently to cause this. It makes no sense whatsoever. However, that's not your problem, it's mine.

27
ItBMe2 wrote:
ItBMe2 wrote:

I'll try talking to Live support later today.  Maybe they'll have a solution or come up with a patch.

Support came in remotely, acted like they knew what they were doing (though looked questionable), changed a few file names and made all protected system files visible, ran the uninstall and reinstall tool(something I had already done) ran scans and this did nothing but leave my pc in a mess.  I did finally figure out the problem and reset the defaults to hide the files that should not be seen.

The problem still occurs.  Symantec framework stopped working and closed the program again this morning when attempting to open my vault on line.  Once again, Norton Icon in system tray dissappeared and the desktop icon failed to open.   I had to restart my pc to bring Norton back again.   This is getting very, very frustrating!  Norton is also very slow to respond when I give it a command, whether trying to open the vault, open the program, run anything in the program and sometimes uses high cpu's when doing nothing.

I had never had a problem with Norton until I upgraded to the latest version of 360 in January. 

 

Firefox has been having issues too.  "Firefox has stopped responding and will close the program."  Both tell me they will look for solutions, but still haven't found any. 

I just had another of norton tech do a remote access after I chatted with and mentioned the last one did nothing to fix the issue.  This one seemed to know more about what they were doing.  Went in to device manager and uninstalled SMR utility service.  They believe that's the problem.  I will report back in a few days as to whether it did fix the problem since it only happens every few days.  However, it did not fix the issue with autofix failing to fix "internet connectivity-host file cleanup"!  I didn't think to ask about that issue at the time.  I'm sure that is a separate issue that I will have ot start a new thread on.

 

28
ItBMe2 wrote:
ItBMe2 wrote:
ItBMe2 wrote:

I'll try talking to Live support later today.  Maybe they'll have a solution or come up with a patch.

Support came in remotely, acted like they knew what they were doing (though looked questionable), changed a few file names and made all protected system files visible, ran the uninstall and reinstall tool(something I had already done) ran scans and this did nothing but leave my pc in a mess.  I did finally figure out the problem and reset the defaults to hide the files that should not be seen.

The problem still occurs.  Symantec framework stopped working and closed the program again this morning when attempting to open my vault on line.  Once again, Norton Icon in system tray dissappeared and the desktop icon failed to open.   I had to restart my pc to bring Norton back again.   This is getting very, very frustrating!  Norton is also very slow to respond when I give it a command, whether trying to open the vault, open the program, run anything in the program and sometimes uses high cpu's when doing nothing.

I had never had a problem with Norton until I upgraded to the latest version of 360 in January. 

 

Firefox has been having issues too.  "Firefox has stopped responding and will close the program."  Both tell me they will look for solutions, but still haven't found any. 

I just had another of norton tech do a remote access after I chatted with and mentioned the last one did nothing to fix the issue.  This one seemed to know more about what they were doing.  Went in to device manager and uninstalled SMR utility service.  They believe that's the problem.  I will report back in a few days as to whether it did fix the problem since it only happens every few days.  However, it did not fix the issue with autofix failing to fix "internet connectivity-host file cleanup"!  I didn't think to ask about that issue at the time.  I'm sure that is a separate issue that I will have ot start a new thread on.

 

Update:

 

The SMR utility service was NOT the problem.  Symantec crashed again this morning!  Same thing, went to open the vault on line, would not respond.  Same message, "Symantec framework not responding and will close the program."  Hover the mouse over the Norton icon in the system tray and houdini has escaped again!  Dissappeared!  This is really frustrating! 

Anyone have any suggestions?  Before you comment, please read ALL of my posts in this thread so you know what's been tried and what system I have!  I'm the original poster, so please start at the beginning.

29

Hi ItBeMe2,

 

There is a similar problem "Internet Connectivity Host File Cleanup  failed"  - the solution is here in regards to being something to do with the host file , as accomplished by Norton tech folks.  Since you have been in contact with no solution, perhaps if you contacted them again and asked specifically about the host file as mentioned in the above link - it will help the tech get in the correct area.

 

 

30
yank wrote:

Hi ItBeMe2,

 

There is a similar problem "Internet Connectivity Host File Cleanup  failed"  - the solution is here in regards to being something to do with the host file , as accomplished by Norton tech folks.  Since you have been in contact with no solution, perhaps if you contacted them again and asked specifically about the host file as mentioned in the above link - it will help the tech get in the correct area.

 

 

Yank, I found another thread on the problem with a solution.  Directing to Microsoft to run "Fix-it", I attempted to download the update on fix-it, and it failed.  I've sent Tony Weiss a message and hope he can help figure out the problems.  I've noticed several threads pertaining to issues with the 360 v20.2.1.22.  I think Norton just needs to find a solution that will fix all of the issues. 

I will do another live chat later.  Thank you for that info. 

31

After reading another thread mentioning how power erase can be a nuisance, I remembered having had the same problem temporarily when I installed Norton 360 v6.0 April 2012.  When the norton icon dissappeared from the system tray and I had to restart the pc to bring it back (I thought I was going to have to reinstall then), I uninstalled and deleted all of power erase and it worked fine.  I hadn't even had time to go online when it had happened and removed it immediately, since that was the only thing I felt it could have been, having downloaded it after installing 360 and 360 was working fine prior to that.

I deleted all the files for power erase earlier today.  Whether it works this time, I will know by Wednesday evening.  Either way I will report back here with the update on the situation.  As for the other problem I'm having with the autofix faiilng to fix......., that still exists.  I'll have time later to let a tech check it out.

32
jimboden wrote:

 

One other thing, which may or may not matter, is that N360 seems to exhibit this behavious after my system has been up and running for a while. When I reboot, everything works fine for a while, then it gradually starts slowing down. I normally Hibernate my system, but have started rebooting since this happened. I also noticed enormous I/O activity when I look at symantec service framework in the Windows task manager. This may be normal, though. I really can't tell.

 

.

As you say you normally hybernate your system, have you done a complete shut down since trying to solve this issue? Not just a reboot or restart, but turn the system completely off and wait for about 10 minutes before restarting.

 

Another user was having trouble with Norton thinking the system was idle when in fact the system was in use. The complete shutdown solved this.

 

 

 

33

peterweb:

 

You're a genius! I tried it today and problem solved. I rarely do a shut down, but will sure remember this in future. The only issue I had was that N360 didn't show up in the system tray, hence, no Symantec System Framework. I got around that by simply starting N360 myself. I've seen a few posters talk about this issue as well. Thanks again to you and yank. I love user forums like this.

34

jimboden

 

Glad to hear it worked for you.

 

I think many of us, myself included, almost never fully shut down our systems.

 

 

 

35

Well, that was a short-lived solution and the problem is back. The sequence of events was: system shut down; reboot; manually start N360 as it wasn't in system tray; everything OK; hibernate; restart; N360 was in system tray; N360 took over computer again; another shut down; reboot; N360 OK, including in system tray. I'm going to stop worrying about it and use Silent Mode as necessary. I've spent way too much time on it as it is and started a new job yesterday after being off for a while.

36
jimboden wrote:

Well, that was a short-lived solution and the problem is back. The sequence of events was: system shut down; reboot; manually start N360 as it wasn't in system tray; everything OK; hibernate; restart; N360 was in system tray; N360 took over computer again; another shut down; reboot; N360 OK, including in system tray. I'm going to stop worrying about it and use Silent Mode as necessary. I've spent way too much time on it as it is and started a new job yesterday after being off for a while.

Sorry to hear that.

 

There is a new update to version 20.3. Hopefully that will help you. You will have to be a little patient to get the update via LiveUpdate. It is being phased in.

 

See Tony's post here   http://community.norton.com/t5/Norton-360/Product-Update-20-3-of-Norton-360/m-p/913395#U913395

 

 

 

37
ItBMe2 wrote:

After reading another thread mentioning how power erase can be a nuisance, I remembered having had the same problem temporarily when I installed Norton 360 v6.0 April 2012.  When the norton icon dissappeared from the system tray and I had to restart the pc to bring it back (I thought I was going to have to reinstall then), I uninstalled and deleted all of power erase and it worked fine.  I hadn't even had time to go online when it had happened and removed it immediately, since that was the only thing I felt it could have been, having downloaded it after installing 360 and 360 was working fine prior to that.

I deleted all the files for power erase earlier today.  Whether it works this time, I will know by Wednesday evening.  Either way I will report back here with the update on the situation.  As for the other problem I'm having with the autofix faiilng to fix......., that still exists.  I'll have time later to let a tech check it out.

Update:

Well, That wasn't it!  I had an issue late yesterday evening when accessing the internet my norton toolbar was invisible.  I say invisible because the bar was there, just nothing on it.  I checked my add ons, it showed norton toolbar to be enabled.  I disabled, restarted firefox and enabled toolbar, restarted firefox..........it took restarting pc to finally see it.  My norton search engine was no where to be found.

This morning I went to access norton and symantec framework stopped working.  Restarted pc, it was back but still wasn't working right.  I finally got it to respond through desktop icon after clicking the "get support" button several times, autofix finally started, showed 2 errors, the "internet connectivity-host files cleanup" and the installation and directed me to symantec website to download uninstall/reinstall tool   Ran the tool, restarted pc, reinstalled and it failed.  Restarted the process again.  Finally for the 3rd time running the tool, it seems to be working, norton toolbar is working, and the search engine is back. 

I have no idea what is going on with norton, but this is getting monotonous to the point I'm ready pull out my hair!  :smileyfrustrated:   I've been using norton 360 since early 2008.

The first tech changed a few file names, ran uninstall/reinstall, ran live update, restarted pc again and called it fixed.  It wasn't.  The next tech uninstalled "smr utility services" driver, said that was the problem.  It wasn't!  I thought maybe NPE was the problem.  It wasn't!  I've run live updates several times today. One time it was 17 updates totally 112.63 MB. 

I would appreciate any help.

38

peterweb:

 

Thanks for the info on the new version. I'll check it out on the weekend. I'm a fanatic about backups and use Norton Ghost all the time.

39

I haven't had a crash since 2-21.  Maybe it's finally fixed!  I had also had an issue with firefox where my norton toolbar kept dissappearing. It was recommended to upgrade to firefox v19.  I also ran the uninstall and reinstall tool again.  I'm marking this as the solution since it's been several days and still working.

So the solution, upgrade to firefox 19 and run the uninstall/reinstall tool for norton.  I have not run power erase this time.  And be persistant in running updates until there are no more. 

40

Glad to hear you have things working now.

We are here if you need us again.