Hi,
I have been having problems with my system crashing for about a year now. Efforts to have this addressed by Norton's regular customer service have been unresponsive or unsuccessful, hence this post.
I have tried emailing and included several minidump files in this correspondence. I have had no response from Norton to my recent emails. In the last couple of weeks I have tried Norton's Chat help. Supervisors were to get back to me on each occasion within 48 hrs, but I have heard nothing back so far. I am told it has been escalated under one of these case numbers.
Normally, what happens is that my system crashes and when it restarts I get a message saying it has just recovered from a serious error. When I submit the error to Microsoft, it says the problem is caused by an antivirus program. I am only running NIS 2009, so no conflicts with other programs. NIS is up to date as I run Liveupdate in background. I had this problem before upgrading to 2009 when running NIS2007. I have uninstalled and resinstalled NIS 2009 using Norton's Uninstall tools following instructions from Norton staff, no resolution.
Analyis of minidump filies with WinDebug says the problem is due to a symevent.sys error. I can send you copies of previous minidump files if you wish including some that happened in the middle of the night when no one was using the computer which suggests the problem is with an automatic or TSR program that runs periodically and triggers the crash.
There is no one user triggered function that seems to cause this crash, although it sometimes seems connected with attempts to print, particularly print pages in IE6 or emails.
Today, the system crashed when launching IE6 and Outlook Express, which is slightly different from the usual problem. I can send the kernel dump from this crash but it has too many characters to include in this post. In this case, Microsoft error reporting identifies the problem as a Page Fault Error due to a driver. Again WinDebug identifies a symevent.sys error.
I'd really like to get this resolved since it is very frustrating. Indications are the same problem happens occasionally on my laptop. Both computers are running NIS2009 and Windows XP with SP3. Your assistance resolving this would be much appreciated.
Thanks in advance for your help with this.
Sincerely,
Mac
[edit: Please do not post personal information such as case numbers on the forums: Participation Guidelines and Terms of Service.]
Message Edited by MikeLee on 07-02-2009 11:13 AM