• 所有社区 - 中文
    • 所有社区 - 中文
    • 论坛
    • 创意
    • 博客
高级

不是您要找的? 咨询专家!

此论坛帖文需要解决方案。
好评1 Stats

MS Word, Adobe Acrobat won't open Is NIS Optimizer the cause?

I use NIS 22.5.2.15. I have Vista. Last night, I ran a full scan and when I come home several hours later, I found that MS Word, Adobe Acrobat, Internet Explorer and Power Point all won't work.

Earlier in the day, I had no problem using MS Word (Home and student 2007 version). I did install a new version of Itunes about an hour after I opened Word for the last time, and then I did the NIS Scan. The reason why I think Norton may have caused the problem is that while I was out, NIS history shows several references to the Optimer running, encountering an error and then cancelling. It happened three or four times.

When I try to launch Word, I get a message saying that it has encountered a problem and won't open. The same for Adobe Acrobat, and also Powerpoint and Internet Explorer. I never use Powerpoint, so that doesn't bother me much, and I  rarely use IE (I use Firefox instead). Not being able to open Word and Adobe Reader is a big problem, though.

I have tried to use System Restore, trying three different restore points, and each attempt has failed. I get a message saying that an error has occurred and I should try a different restore point.

MS Office diagnostics says nothing is wrong with the program. I tried repairing my MS Word installation anyway, and that didn't  work. I uninstalled Office and then re-installed it, and that didn't work.

I also removed Itunes, and then problem still persists.

Has anyone had a problem like this?
 

回复

好评1 Stats

Re: MS Word, Adobe Acrobat won't open Is NIS Optimizer the cause?

Hi gamott2015:

I still use NIS v21 on my 32-bit Vista machine, but if you are referring to Norton's background Insight Optimizer task (a.k.a the Idle Time Opimizer), this task uses the native Windows Disk Defragmenter API to defragment your hard drive when your system is idle and has nothing to do with system security.  Many users in this forum, including myself, just disable this Idle Time Optimizer in their Norton settings and let Windows handle their disk defrags.  If Norton's Insight Optimizer is repeatedly failing with errors (i.e., not simply pausing when you bring your system out of idle and then restarting the disk defrag when your system goes back into idle) it could indicate that your NIS v22 or Windows installation is corrupted or that you have bad sectors on your hard drive.

Did your problems with MS Word and other third-party software before or after you first attempted a system restore, and did you disable your Norton Product Tamper Protection (NPTP) before running the system restores as instructed in the support article Message: "Restoration Incomplete" or "System Restore did not complete successfully..." when I run Windows System Restore with a Norton product installed?  If NPTP was still enabled when you tried a system restore it's possible that you've corrupted your NIS v22 installation.

Could you also let us what version of iTunes you were trying to install?  The latest iTunes v12.1.3 installer for 32-bit XP and Vista only needs to be installed if you have a newer Apple device (e.g., an iPhone, iPad, iPod, etc.) running Apple's latest iOS 9.
----------
32-bit Vista Home Premium SP2 * Firefox 41.0 * IE 9.0 * NIS 21.7.0.11 * 32-bit  iTunes 12.1.2.27

好评0

Re: MS Word, Adobe Acrobat won't open Is NIS Optimizer the cause?

I didn't know about disabling the NPTP at all. The version of Itunes I was trying to install was the newest version. The version you mention may be the version that I installed. The last couple of versions weren't compatible with Vista, but this one said that it was compatible with Vista, and that's why I installed it.

The problems with MSWord, Adobe Acrobat, IE and Powerpoint all started before I tried system restore. I ran Word around 4:30 that afternoon without a problem, and an hour later, I installed Itunes, and after that, I did the full system scan. When I came home about 7 hours later, the scan was over, and that's when I realized I couldn't open Word or Adobe reader. It was after that that i noticed the optimizer errors. The next day, yesterday, was when I first tried to use system restore.

I have been able to run both MS Word and Adobe Acrobat in safe mode, but when I go into msconfig, and try to disable all the third party services and start-up items, the computer checks off Norton Internet Security, and I'm not able to disable that.

So when I rebooted, with all the third party services disabled, except for Norton, and all the start-up items disabled, I still had the problem with MS Word. Does this mean that Norton is the problem?

好评1 Stats

Re: MS Word, Adobe Acrobat won't open Is NIS Optimizer the cause?

gamott2015:

I have been able to run both MS Word and Adobe Acrobat in safe mode, but when I go into msconfig, and try to disable all the third party services and start-up items, the computer checks off Norton Internet Security, and I'm not able to disable that.

Hi gamott2015:

Safe Mode starts Windows with a minimum set of files and drivers required to boot your system, and startup programs such as NIS do not load in Safe Mode. If you start your computer again in Safe Mode you should not see the Norton icon in your system tray and if you open Task Manager and click the Processes tab you should not see NIS.exe listed as an active process.  Since you can run MS Word and Adobe Acrobat in Safe Mode that tells you that some third party software that loads during a normal boot-up is likely the cause of your problems, and a corrupted NIS installation could be the problem.

I'm not certain, but I assume that Norton Product Tamper Protection (NPTP) is also the reason why you couldn't disable NIS from msconfig.  All major antivirus programs have this type of built-in tamper protection feature and it's main function is to prevent malware from disabling your security software and infecting your computer.

As a first troubleshooting step I would suggest that you reinstall NIS, but one question before we proceed any further.  Many Norton (2015) v22.5 users are having problems syncing/ejecting their iPods from iTunes - see Symantec employee Tony Weiss' latest update in the the thread Norton Security and iTunes.  Have you noticed any new problems using iTunes since upgrading to NIS v22.5.2.15?  If yes, would you like to try a downgrade to NIS (2014) v21.7.0.11, or would you prefer instructions for performing a clean reinstall of NIS (2015) v22.5.2.15?
----------
32-bit Vista Home Premium SP2 * Firefox 41.0 * IE 9.0 * NIS 21.7.0.11 * 32-bit  iTunes 12.1.2.27

好评0

Re: MS Word, Adobe Acrobat won't open Is NIS Optimizer the cause?

Thanks for replying.

I don't use an Ipod, but I haven't noticed any problems with Itunes since installing this version of Norton. Being that I did remove Itunes yesterday, if I re-install it, it will be an earlier version compatible with Vista, not this last one, just in case.

I had used system restore in the past, and it never worked. Now I know why. I turned off the tamper protection, and restored my computer to where it was 3 days ago, the day before the problem appeared. At first, this seemed to work, because after rebooting, both Adobe and MS Word worked properly. I then turned the tamper protection back on, and then Norton did an IPS definitions repair, and after that, the same problems with Adobe and MS Word re-appeared.

I did notice that there were two more failed attempts by the Optimizer today. By the way, in safe mode, the Norton icon does show up in the tray on my computer, but there is an X on it.

I will try to reinstall this version of Norton and see if this corrects the problem.

好评0

Re: MS Word, Adobe Acrobat won't open Is NIS Optimizer the cause?

I would assume what I need to do is download the Norton removal tool, and use it then download this version and install it, but If you have the instructions for a clean re-install, please post them.

好评1 Stats

Re: MS Word, Adobe Acrobat won't open Is NIS Optimizer the cause?

Hi gamott2015:

The following are instructions for a clean reinstall of NIS v22.5.2.15 using the Norton Removal Tool (NRT).  If you use Norton Identity Safe to manage your login passwords it's always prudent to backup your vault in both .dat and .csv formats before starting, but the instructions below will not delete an online vault that stores your passwords in the cloud (i.e., on the Symantec servers).  If you still use a local vault that stores your passwords on your hard drive [last offered with Norton (2012) v19] or have other Norton products installed on your computer (e.g., Norton Utilities, Norton Ghost) do not proceed with the clean install - post back for revised instructions.

  1. Download the latest offline installer (English-US) from www.norton.com/latestnis (currently NIS-ESD-Def-22.5.2.15-EN.exe) and save to your desktop.  Post back if you need an installer for another language and are not re-directed to the correct installer for your region.
  2. Download the Norton Removal Tool (NRT) from www.norton.com/nrt and save to your desktop.
  3. Uninstall NIS v22 from the Control Panel (Add/Remove Programs for XP; Programs and Features for Vista and higher).  Choose "Please remove all user data" as shown in the image below when asked if you plan to re-install your product since choosing this option will remove old security history logs and user configuration files (e.g., static files with extensions like .dat, .txt, etc.).  If you use a local vault to store your Norton Identity Safe passwords be warned that this step will likely delete your vault.
  4. Re-boot and run the Norton Removal Tool to wipe any orphaned files and registry entries from your old installation.  Note that the NRT will remove all Norton products from your system, so please read the warning at the top of the NRT download page if you have other programs like Norton Ghost or Norton Utilities installed on your computer.
  5. Re-boot, and if you are prompted with on-screen instructions to reinstall the latest NIS from your Norton Account, just ignore those instructions and close the pop-up.  Quickly test MS Word and Adobe Acrobat to see if they run with NIS wiped off your system.
  6. Close all open programs once testing is complete and run the Norton v22 offline installer you downloaded to your desktop in Step 1.
  7. Run manual LiveUpdates until LiveUpdate reports no further updates are available and then re-boot your computer.  It might require several cycles of consecutive LiveUpdates and re-boots before NIS reports that no further updates are available and NIS is fully patched to v22.5.2.15.

Your product should be automatically activated with your current product key once the reinstall is complete, but if the days remaining on your subscription look incorrect click Help | Subscription Status to sync with your online Norton Account.  If necessary, you can also log into your Norton Account at https://manage.norton.com/ and click the Services link to find your current product activation key.  You might also find that NIS will schedule a Full System Scan to run after the reinstall to perform an initial check for malware, and it's not unusual to see a high level of CPU activity from nis.exe the first few days after the reinstall as NIS performs all it's initial background scans.
-------------
32-bit Vista Home Premium SP2 * Firefox 41.0 * NIS 2014 v. 21.7.0.11 * MBAM Premium 2.1.8

好评0

Re: MS Word, Adobe Acrobat won't open Is NIS Optimizer the cause?

 I had downloaded what I thought was the installer program earlier tonight, and while it has a similar name, it's a smaller file, which I was surprised to see. I will use the version that I got from you.

I'll do this tomorrow. I will let you know if this solves the problem.

Thanks again.

好评0

Re: MS Word, Adobe Acrobat won't open Is NIS Optimizer the cause?

I uninstalled NIS as you suggested, and the both Word and Adobe Reader worked properly. I then re-installed NIS, and the problem with Word and Adobe Reader returned. I can get around the Adobe problem easily by using Firefox to open pdfs, but the only way I can work with Docx files it to use Word in safe mode. I can do that if I have to.

I wonder if the virus definitions are the problem, because last night, after I did the system restore, Word and Adobe Reader worked briefly, and then NIS did a definitions repair, the problem recurred.

好评1 Stats

Re: MS Word, Adobe Acrobat won't open Is NIS Optimizer the cause?

Hi gamott2015:

If your MS Word and Adobe Acrobat programs run normally when NIS v22.5.2.15 is uninstalled it would certainly point to Norton being the underlying cause.  Have you checked the Resolved Security Risks and Unresovled Security Risks sections of your Norton Security History to see if your Full System Scan on 21-Sep-2015 tried to remove any threats?

I would also check your default file associations (Start | Control Panel | Default Programs | Associate a file type or protocol with a program) and confirm that .DOCX and .PDF files are still correctly associated with MS Word 2007 and Adobe Acrobat, respectively.

One concern I have is that you've run multiple system restores (some with Norton Product Tamper Protection enabled) and reconfigured some startup items in msconfig and might have inadvertently altered some Windows system files, third-party software or hardware drivers.  Try running a manual Windows Update and make sure Vista SP2 is fully patched with all Important and Recommended updates.

Then run System File Checker (SFC) from an elevated command prompt (i.e., with Administrator rights) as instructed in the MS support article KB929833 - Use the System File Checker tool to repair missing or corrupted system files and see if SFC can detect any problems with your system files.  The command sfc /scannow will run a diagnostic and attempt to repair any missing or damaged system files.  If you aren't familiar with SFC, you can also run the command sfc /verifyonly and it will simply run a diagnostic and report the status of your system files but will not attempt any repairs.

I can't find any similar reports in the forum with users having issues opening .DOCX and .PDF files, and I have no problem opening those file types on my own 32-bit Vista machine, but I'm still using NIS (2014) v21.7.0.11, not NIS (2015) v22.5.2.15.  If SFC doesn't find any problems with your Windows system files and someone else doesn't jump into the thread with a better suggestion you might consider contacting Norton Customer Support via Live Chat at www.norton.com/chat.  The support rep can run a remote access session on your computer and watch what happens on your computer in real time when you try to use MS Word or Adobe Acrobat and might be able to run a diagnostic to see what's happening.
-------------
32-bit Vista Home Premium SP2 * Firefox 41.0 * NIS 2014 v. 21.7.0.11 * MBAM Premium 2.1.8

好评0

Re: MS Word, Adobe Acrobat won't open Is NIS Optimizer the cause?

The history now only addresses what I've done since re-installing NIS today, but I didn't notice anything in the history the other day suggesting that NIS tried to remove any threats. I think I would have noticed when I checked that day and saw that there was the optimizer errors if there was an attempt to remove anything at all.

I'll check the file associations, and I'll take a look at the system file checker, too. I have been thinking of contacting a Norton rep through live chat, which I've done a few times in the past.

I appreciate your help, and when I hopefully figure this out, I will post something about it. Thank You.

好评1 Stats

Re: MS Word, Adobe Acrobat won't open Is NIS Optimizer the cause?

I believe this problem may be the same as what I am experiencing, see:

https://community.norton.com/en/forums/problem-opening-firefox-internet-explorer-other-problems

I initially did not experience the problem with launching Adobe, but that's because I hadn't tired to open a .pdf; upon trying to open a .pdf I find that I too encounter the problem.

At this point I have not tried any corrective actions, and it seems that my initial thought to remove/re-install NIS might not resolve the problem.

Win 7 Pro SP1 64bit patched through 9/16/2015;   NIS 2014 v21.7.0.11;   Firefox 37.0.2

Any help would be appreciated.

好评1 Stats

Re: MS Word, Adobe Acrobat won't open Is NIS Optimizer the cause?

Any attempt to launch any of the programs referenced above result in a Windows popup report such as "Firefox has stopped working".  Selecting the option to check on-line for a solution results in nothing being found  and a reference  #0x80000003 which provides nothing useful (NOTE: all affected program produce the same reference #).

I don't have the problem with Firefox, but I do have the problem with Internet Explorer, Word, Adobe and Powerpoint. I get the same message that you get: "Word has stopped working," "Adobe Reader has stopped working," and I get same reference number: #0x80000003. Very similar, except Firefox does work on my computer. This started on Monday, Sept 21st.

好评1 Stats

Re: MS Word, Adobe Acrobat won't open Is NIS Optimizer the cause?

Hi gamott2015:

Good catch, zaede.  That will make it much easier to troubleshoot if there is more than one user reporting the same problem.  Hopefully someone from Symantec will jump into one of these threads and offer to collect diagnostic logs.

I'm just on my way out the door and will post back later, but when I see errors related to "0x80000003" or "exception break point" that affect a variety of software I immediately  suspect a problem with graphics drivers and hardware acceleration.  Adobe products, Microsoft Office, and most web browsers are often configured by default to use the hardware (GPU) graphics acceleration feature built in to many graphics cards to render graphics more quickly and this can sometimes cause problems on systems with older graphics cards.

In the mean time, if you can open IE9 you can disable hardware (GPU) acceleration by going to Tools | Options | Advanced tab | Accelerated graphics and selecting (enabling) the Use software rendering instead of GPU rendering check box as shown in the Let Me Fix It Myself section of the MS Support article KB2528233 - How to enable or disable software rendering in Internet Explorer.  Close and re-start IE after applying the change and see if that improves your IE behavior.

This won't be any help to you since your Firefox browser is working, but in Firefox you disable hardware (GPU) rendering at Tools | Options |  Advanced | General | Browsing and disable the option to Use hardware acceleration when available

Also, please post back with your computer make and model, Windows OS (specifically, 32-bit or 64-bit Vista SP2), as well as your graphics card model and driver version. Graphics card details can be found in the Windows Device Manager.


Just curious, but did you upgrade this week to the latest FF v41.0, and do you use Norton Identity Safe to manage your login passwords?  Mozilla has pulled the v41.0 installer because of multiple bugs, including bug 1207665 related to graphics card issues, and plans to release an out-of-band fix early next week - see bjm_'s post <here> for more info.  It's likely a coincidence but 21-Sep-2015 was also the date that Symantec announced software development issues with their Norton Toolbar in the blog post Firefox 41 and Norton Toolbar Compatibility that is likely going to take a few months to resolve.  I noticed that zaede is using a much older FF v37.0.2 , which may be why his FF browser is affected and yours isn't.
-------------
32-bit Vista Home Premium SP2 * Firefox 41.0 * NIS 2014 v. 21.7.0.11 * MBAM Premium 2.1.8
HP Pavilion dv6835ca, Intel Core2Duo T5550@1.83 GHz, 3 GB RAM, NVIDIA GeForce 8400M GS

好评0

Re: MS Word, Adobe Acrobat won't open Is NIS Optimizer the cause?

Hi gamott2015 / zaede:

This is pure speculation on my part, but after reviewing your posts I'm wondering now if Symantec released an update for their browser protection or Intrusion Prevention System (IPS) definitions / vulnerability protection via LiveUpdate on or around 21-Sep-2015 to improve Firefox's security while the Norton Toolbar for Firefox is under redevelopment.  This could have inadvertently created problems with graphics or text rendering (e.g., graphics acceleration, embedded XML in .docx files, etc.) for some software programs and/or graphics cards.

I'm not a forum Guru so I don't have direct access to the Symantec employees, but I'll see if I can get someone's attention to have this escalated.  In the mean time, you might want to go ahead and contact Norton Customer Support via Live Chat at www.norton.com/chat to see if other Norton users have been reporting similar problems since 21-Sep-2015.
-------------
32-bit Vista Home Premium SP2 * Firefox 41.0 * NIS 2014 v. 21.7.0.11 * NVIDIA GeForce 8400M GS

好评0

Re: MS Word, Adobe Acrobat won't open Is NIS Optimizer the cause?

Imacri: while my problem is similar to Zaede's, I'm not having a problem with Firefox, but he is. We both have a problem with Internet Explorer and Adobe Reader. I am having a problem with MS Word, but I don't think Zaede is.

I'm no expert on any of this, but I am wondering about the IPS definitions, because two days ago, after a system restore, Word and Adobe worked, until Norton did an IPS definitions repair, and then I got the problem all over again.

By the way, I don't use Norton Identity Safe. I'm going to do a chat with Norton later today.

好评0

Re: MS Word, Adobe Acrobat won't open Is NIS Optimizer the cause?

My problem has been solved after chatting with Norton for a while. I gave the tech access to my computer by remote control, and he shut off the firewall, and when I still had the problem, first said that this meant Norton wasn't the problem. I reminded him that in Safe mode, without NIS, there was no problem, with with only NIS installed through msconfig, the problem still persisted.

So, he removed NIS with the Norton Removal Tool, and after re-booting, with NIS now off my system, showed him the Word worked properly. He then downloaded a different version of NIS onto my computer: NIS-ESD-21.6.0.32-EN.exe and installed it.

Once I rebooted, I tried both Word and Adobe and they both worked. There was an error that occurred with NIS, and when the attempted fix didn't work, he went into my registry and added a new value there (entitled "poolusgaemaximum" and added a number, then the fix worked.

This version that's now on my system looks like the 2014 NIS version that was on my computer before v22.5.2.15 was installed back in July.

I did use the system file checker and did a scan and a repair, as  you had suggested Imacri, and some of the files could be repaired, which I will have to resolve.

好评0

Re: MS Word, Adobe Acrobat won't open Is NIS Optimizer the cause?

Make that, some of the files using the system file checker COULD NOT BE REPAIRED, so I will have to address that.

好评1 Stats

Re: MS Word, Adobe Acrobat won't open Is NIS Optimizer the cause?

Hi gamott2015:

Thanks for the update regarding the NIS downgrade and registry edit for PoolUsageMaximum.  I searched my own 32-bit Vista registry and confirmed that this key doesn't exist by default, but I found a bit of information on it in the Registry Recycler article Enhance Windows Memory Management Through Registry that references a similar tweak for Win 8.x machines.

The NIS-ESD-21.6.0.32-EN.exe installer is currently the latest NIS (2014) v21 offline installer available from www.norton.com/oldnis.  Once you've run LiveUpdate to bring your installation up-to-date I assume you'll be fully patched to NIS v21.7.0.11, the same version zaede is using.  Do you recall if the support tech disabled your setting at Settings | Computer | Updates | Automatic Download of New Version to ensure you aren't automatically upgraded back to NIS v22.5.2.15?

Post back when LiveUpdate reports no further updates are available and Support | About shows NIS is fully patched to v21.7.0.11.  Once NIS is fully patched and you're confident the changes made by the Norton support rep permanently fixed your original problem using your IE browser and opening PDF and MS Office 2007 files we can then tackle the problem with your damaged Windows system files.  In the mean time, make sure you ran the scf /scannow command from an elevated command prompt with Administrator rights, and if SFC still can't repair your system files the command findstr /c:"[SR]" %windir%\logs\cbs\cbs.log >c:\sfcdetails.txt should create a file called sfcdetails.txt in the root of your C: drive that might contain a list of the missing or damaged files found by System File Checker (SFC).  See the MS support article KB928228 - How to analyze the log file entries that the Microsoft Windows Resource Checker (SFC.exe) program generates in Windows Vista for further details about extracting SFC details from your cbs.log file with this findstr command.
-------------
32-bit Vista Home Premium SP2 * Firefox 41.0 * NIS 2014 v. 21.7.0.11 * NVIDIA GeForce 8400M GS

好评0

Re: MS Word, Adobe Acrobat won't open Is NIS Optimizer the cause?

It was PoolUsageMaximum, which I misspelled in my last post. The tech didn't mention anything about disabling Automatic Download of New Version. Is that something I can do myself? My version now is 21.7.0.11, as you said it would be.

I did run the system file check as an administrator, but not sure if I did it with an elevated command prompt.

好评0

Re: MS Word, Adobe Acrobat won't open Is NIS Optimizer the cause?

I just went into the settings and disabled Automatic Download Of New Version.

好评1 Stats

Re: MS Word, Adobe Acrobat won't open Is NIS Optimizer the cause?

gamott2015:

I did run the system file check as an administrator, but not sure if I did it with an elevated command prompt.

I forgot to mention that if NIS v21.7.0.11 is fully patched then you should also have the latest Norton Toolbar (NTB) v2014.7.12.35 in Firefox. If you don't see v2014.7.12.35 keep running manual LiveUpdates until no further updates are available, re-boot, and run LiveUpdates again to see if more updates are available.  Since tech support used the NIS-ESD-21.6.0.32-EN.exe installer for your downgrade I'm guessing it will take at least 5 or more cycles of LiveUpdates and re-boots to get NIS v21 fully patched again with the latest toolbar and definitions on your Vista machine.

If you don't know the version number of your NTB go to Tools | Add-ons | Extensions in Firefox and click the More link to display details about the extension.  If you have the latest FF v41.0 you should expect to see the message "Norton Toolbar is incompatible with Firefox v41.0" as explained in the recent product announcement Firefox 41 and Norton Toolbar Compatibility.

I think I mentioned this before, but did you run a manual Windows Update and install all Important and Recommended updates for Vista SP2 before you ran SFC?  This is important, especially since you ran multiple system restores that could have rolled back some of your previous updates.  If you find that Windows Update seems to get stuck at the initial Checking for updates... phase but doesn't fail with any errors, just let it run until it finally reports if there are any available updates.  In the past few months many Vista and Win 7 users with limited amounts of RAM have found that Windows Update can take almost an hour to run to completion - see ScousaJAY's thread Windows Update Just Seems to Hang While Checking in the VistaForums for one example.  Microsoft is aware of the problem and has released a patch for Win 7 but doesn't appear be in a rush to fix the problem for Vista users.  It might also speed up the process if you turn on Norton's Silent Mode while Windows Update is running so background Norton tasks don't run when your system is idle and use up extra bandwidth.

Instructions for opening an elevated command prompt are included in the MS support article KB929833 - Use the System File Checker tool to repair missing or corrupted system files.  Just search for command from the Windows Start button, right-click Command Prompt in the search results, and choose Run as Administrator from the pop-up menu.  When you open an elevated command prompt with Administrator rights you should see the label "Administrator" in the top banner as shown in my image <here>.

-------------
32-bit Vista Home Premium SP2 * Firefox 41.0 * NIS 2014 v. 21.7.0.11 * NVIDIA GeForce 8400M GS

好评0

Re: MS Word, Adobe Acrobat won't open Is NIS Optimizer the cause?

I did have to run live update several times before the program was fully updated, and I now have the Norton toolbar.

I did run Windows update manually, and there were no updates needed.

I am about to run the system file checker again using the elevated command prompt, which I did not use last night (I didn't see the command prompt in the results, so I didn't right click on it, and choose administrator that way). I just did it now, and will let you know what happens. Thanks.

好评0

Re: MS Word, Adobe Acrobat won't open Is NIS Optimizer the cause?

I did run it as an administrator last night, I'm sure of that, so I probably did right-click the elevated command prompt, because i didn't think you can run it as an administrator any other way. Whatever the case, I did run it the right way just now, and got the same results.

The cbs.log is 41.5 mb. I haven't taken a look at it yet.

好评0

Re: MS Word, Adobe Acrobat won't open Is NIS Optimizer the cause?

I tried to see what's in the cbs.log, but have been unable to get anything. I tried it first Friday night, and found an empty sfcdetails.log file on my desktop. Today, I tried it several times, from en elevated command prompt, and got nothing.

Is this the right way to view the cbs.log:

findstr /c:"[SR]" %windir%\Logs\CBS\CBS.log >"%userprofile%\Desktop\sfcdetails.txt"
好评0

Re: MS Word, Adobe Acrobat won't open Is NIS Optimizer the cause?

Should I try running the system file checker in safe mode to see if I can get it to correct all the files it finds to be corrupted?

好评1 Stats

Re: MS Word, Adobe Acrobat won't open Is NIS Optimizer the cause?

gamott2015:

Is this the right way to view the cbs.log:
     findstr /c:"[SR]" %windir%\Logs\CBS\CBS.log >"%userprofile%\Desktop\sfcdetails.txt"...

Should I try running the system file checker in safe mode to see if I can get it to correct all the files it finds to be corrupted?

Hi gamott2015:

Yes, that's the same findstr /c:"[SR]" %windir%\logs\cbs\cbs.log >c:\sfcdetails.txt command I suggested <here>, except that your command saves the sfcdetails.txt file to your desktop while mine saves the file in your root C:\ folder.  I tested both commands and they both work on my machine.  I've heard of instances where it took a few cycles of re-boots and sfc /scannow runs to repair a Windows file, so it certainly wouldn't hurt to try another fix with SFC.  I don't know if running SFC in Safe Mode would help, though, but it shouldn't hurt.

Sorry to keep bugging you about whether you fully patched after downgrading to NIS v21.7.0.11 and ran Windows Update, but zaede was already using v21.7.0.11 so I'm not sure now if your downgrade to NIS v21.7.0.11 or the PoolUsageMaximum registry key edit fixed your issues with IE, Adobe Acrobat, etc. - or whether you and zaede have problems that appear to be similar but actually have a different underlying root cause.

Please note that if System File Checker (SFC) can't automatically repair your damaged Windows system files then you likely need assistance from someone with more expertise than I can provide in the Norton forum.  These damaged system files could have been on your system for several years without you even noticing, or they might have been damaged in the past few week by a malware infection or one of your recent system restores that did not run to completion because of Norton Product Tamper Protection (NPTP).

Read the Ask Leo! article What do I do if SFC detects but cannot fix a problem? that explains your options going forward.  One option is to run a repair install of Windows, but this can be difficult if the original Vista installation DVD or recovery disk that came with your computer is for Vista (no service pack) or Vista SP1 and you have Vista SP2 installed.

It sounds like your system is relatively stable again since you were downgraded to NIS v21.7.0.11 so I'd try using it for a few days just to see if you notice any problems or performance issues.  If you do, post back and we can provide some suggestions for Vista forums where you can post the sfcdetails.txt extract of your cbs.log file and get some specialized help.  It might even be prudent to send you to a free malware removal where you can get one-on-one assistance from a malware removal expert who can check your system for hidden malware before you deal with your damaged system files.
-------------
32-bit Vista Home Premium SP2 * Firefox 41.0 * NIS 2014 v. 21.7.0.11 * NVIDIA GeForce 8400M GS

好评0

Re: MS Word, Adobe Acrobat won't open Is NIS Optimizer the cause?

I am fully patched and now have version NIS v21.7.0.11. I've wondered about Zaede's problem, because I have the same version he  has, and I now have no problem. All four programs, Word, Adobe, Powerpoint and IE, work properly on my computer. His problem was a little different from mine. While he had a problem using Adobe and IE, like I did, he didn't have a problem with Word, like I did. He also had a problem with Firefox, and I didn't have one with that.

I'll try another fix, and if that doesn't work, I will try it in safe mode. I run Norton every time I go online, and have run a full scan last night, and also use the Norton Power Eraser, Malwarebytes and Spybot, and have no reason to believe I have malware on my computer. Everything seems to be running well now. I wlll read the Ask Leo article.

I had been wondering about whether I should do a re-install of windows, but I think that Vista SP in on my computer, and I do have SP2 on it now.

I guess I could try a system repair using the recovery partition if something really went wrong with my computer. Doing it by disk might be a problem, because I think use need something called the Dell System Resources Disk to do it, and I never got one along with the Vista disk when I got this computer.

好评0

Re: MS Word, Adobe Acrobat won't open Is NIS Optimizer the cause?

Correction: I think I originally had Vista SP1, but I now have SP2 on my computer.

好评0

Re: MS Word, Adobe Acrobat won't open Is NIS Optimizer the cause?

Imacri: after my last post, I decided to do a Norton Power Eraser scan, and, as it turns out, NPE found a bad registry entry. This wasn't there last Sunday, the last time I did an NPE scan. This bad registry entry must have occurred since then. It didn't occur to me to run it after this problem with Word and Adobe occurred (which happened the day after my last NPE scan).

The Power Eraser removed the bad registry entry. Later tonight, I'll try to do another file checker scan.

好评0

Re: MS Word, Adobe Acrobat won't open Is NIS Optimizer the cause?

Having had NPE.exe remove that bad registry item, I did another check with the system file checker. Once again, it could not fix all of the problems.

好评1 Stats

Re: MS Word, Adobe Acrobat won't open Is NIS Optimizer the cause?

gamott2015:

Imacri: after my last post, I decided to do a Norton Power Eraser scan, and, as it turns out, NPE found a bad registry entry. This wasn't there last Sunday, the last time I did an NPE scan. This bad registry entry must have occurred since then. It didn't occur to me to run it after this problem with Word and Adobe occurred (which happened the day after my last NPE scan).

Hi gamott2015:

I would advise against running Norton Power Eraser (NPE) and allowing it to delete files and registry entries unless you are using it as a recovery tool (i.e., you cannot boot Windows in normal mode after a malware infection) and are absolutely certain that the detected entries are malicious. The NPE is a very aggressive scanner and has even been known to damage Windows system files during removal of suspicious files - see Larry_A's thread Ran NPE and Now Computer Won't Boot to Windows for one example.  From the NPE download page at https://security.symantec.com/nbrt/npe.aspx:

"Because Norton Power Eraser uses aggressive methods to detect threats, there is a risk that it can select some legitimate programs for removal. If you accidently remove a legitimate program, you can run Norton Power Eraser to review past repair sessions and undo them."

There is a support article titled Restoring a Fix to Undo a Previous Repair Session of Norton Power Eraser you can follow if you ever need to undo a NPE repair.

When I suspect I might have deeply embedded malware that can't be detected by a Norton Full System Scan or Malwarebytes Anti-Malware (MBAM) Threat Scan I run a MBAM Custom (full system) Scan of my hard drive partitions with rootkit scanning enabled.  If you ran a NPE scan just before your problems with IE, Adobe Acrobat, etc. started I wouldn't be surprised to learn that NPE damaged an important system file.
-------------
32-bit Vista Home Premium SP2 * Firefox 41.0 * NIS 2014 v. 21.7.0.11 * MBAM Premium 2.1.8

好评0

Re: MS Word, Adobe Acrobat won't open Is NIS Optimizer the cause?

If you ran a NPE scan just before your problems with IE, Adobe Acrobat, etc. started I wouldn't be surprised to learn that NPE damaged an important system file.

When I ran NPE last Sunday, which was a day before the problem started, the only thing it identified was an html editor that's been on this computer for 6 yrs, called Cutehtml. I thought this was a bit strange being that this program had been on this computer for so long, and during the many previous NPE scans, it never said anything about Cutehmtl. What it did say this time was that it couldn't say for sure if the program was safe because it didn't have enough information to say if it was OK (why didn't NPE tell me this on the many prior scans?).

I did remove the program, but by uninstalling it, not by using NPE.

Once earlier this year, NPE did remove another bad registry entry, and I think it did once last year as well, but I don't think I ever used it to remove anything else besides that, and I never had any problems when it did remove those registry entries.

I did do sfc/scannow in safe mode and got the same results: unable to fix some of the flies.

好评0

Re: MS Word, Adobe Acrobat won't open Is NIS Optimizer the cause?

Hi gamott2015:

You might want to contact Norton Customer Support via Live Chat again, give them your support ticket # from your last 25-Sep-2015 chat session, and ask them to review your recent NPE scan logs for any false positive detections.  They might also be able to escalate your ticket to second-level tech support so that someone can review your sfcdetails.txt file and advise you if it's necessary to fix the Vista SP2 system files that cannot be repaired by SFC.

EDIT:

Just an afterthought.  I know nothing about CuteHTML, but if this is the HTML editor mentioned <here> and it was removed from your system this might have caused a problem with file associations for HTML, XML, etc. with programs like IE, Adobe Reader, MS Office 2007, etc.
-------------
32-bit Vista Home Premium SP2 * Firefox 41.0 * NIS 2014 v. 21.7.0.11 * MBAM Premium 2.1.8

好评0

Re: MS Word, Adobe Acrobat won't open Is NIS Optimizer the cause?

I'll contact Live Chat tomorrow or Tuesday, and ask them to look at the NPE logs for false positives and see if someone can review my sfcdetails.txt to see if they can tel me if I need to repair the SP2 files that SFC can't fix.

I should point out that I started using NPE about two years ago, after an attempted (and failed) exploit attack while online. I checked with Yahoo, and found a Norton page that suggested I run NPE. I usually ran it after that when there was an attempted attack, but there were a few occasions when I ran it just to see if it found anything.

I have thought about the possibility of re-installing Vista, but being that I now have SP2 on my computer, which originally came with SP1, that might be a problem.

Let me ask you this: If I wanted to try to re-do my system entirely, at some point (and I'm not eager to do this), could I trust the restore partition on my computer? As I think I mentioned before, this Dell needs three discs to be restored, and while I have two of them, the Vista disc and the drivers disc, I don't have the Dell Resources disc. I don't know what's on that disc, but I would think any system restore using that method wouldn't be a good idea. The only other option to restore this computer, should I feel the need to do it, is to use the recovery partition.

好评0

Re: MS Word, Adobe Acrobat won't open Is NIS Optimizer the cause?

Hi gamott2015:

Please see the late edit in my previous post regarding CuteHTML.

I am not MSCE-certified and I have little experience repairing damaged Vista installations beyond using the Windows SFC utility, but if your computer came with a recovery partition instead of a Windows installation DVD then it will likely restore your computer back to factory condition - i.e., it will wipe all your third party software and personal user files, roll back all your hardware drivers, and roll back Vista to SP1.  Using a recovery partition is not that different from reformatting your hard drive and reinstalling Windows from scratch except that a recovery partition will reload all the Dell utilities and any trial software that was installed on your PC at the factory.  That's how my HP recovery partition works, but you'd have to check your Dell documentation to confirm.

If Norton Live Chat can't help you with your sfcdetails.txt post back and we'll provide a few suggestions for a Vista forum where you can get help.
-------------
32-bit Vista Home Premium SP2 * Firefox 41.0 * NIS 2014 v. 21.7.0.11 * MBAM Premium 2.1.8

好评0

Re: MS Word, Adobe Acrobat won't open Is NIS Optimizer the cause?

Yes, that's the program. CuteHTML, which was developed by Globalscape, was removed  through an uninstall last Sunday afternoon, and that night, and the next afternoon, I am certain that I was able to use Word without any problem at all. It was only later, in the early morning hours (Tuesday AM), after I got home, that I noticed the problems that I was having. Earlier in the day, I had tried that ITunes installation.

The other day, before I contacted Norton Live Chat, I checked the file associations for Word and Adobe, and there was nothing wrong with them at all.

I will check with Live Chat about the NPE logs and sfcdetails.txt either tomorrow, or Tuesday, and then I will get back to you. I appreciate your help on this.

As for re-doing my system, I have never done it with this Dell computer. I did have a Gateway, with XP, which on two or three occasions, when I had a problem I couldn't solve, just started from scratch with the restore kit. I'm not at the point where I would want to do it with this computer, but if I felt I needed to do it, I would.

好评0

Re: MS Word, Adobe Acrobat won't open Is NIS Optimizer the cause?

Hi gamott2015:

It sounds like your system is booting up correctly and NIS v21.7.0.11 is working again, so the best thing you can do now is to wait for a trained tech to review your diagnostics logs.  Please don't run any more system restores or NPE scans on your own - the more changes you make to your system the harder it will be for anyone to diagnose and repair your damaged system files.
-------------
32-bit Vista Home Premium SP2 * Firefox 41.0 * NIS 2014 v. 21.7.0.11 * MBAM Premium 2.1.8

好评0

Re: MS Word, Adobe Acrobat won't open Is NIS Optimizer the cause?

Everything seems to be working well. I did do a Malwarebytes scan last night, with rootkit search enabled, and it found nothing wrong. I am going to do a live chat right now to have someone review the NPE logs.

好评0

Re: MS Word, Adobe Acrobat won't open Is NIS Optimizer the cause?

So I did a live chat, and the tech did an NPE scan by remote. The scan took longer than expected (about 1 hr 20 minutes), and about 20 minutes before it ended, he bailed out on me, telling me this scan would resolve all my problems (he also did a system file clean-up before that).

I don't think he looked at my NPE logs, even though I asked him to do so.

When the scan ended, after he was gone, NPE said that I should delete five items which never showed up on the less thorough scans that I've done in the past.

I then get in touch with a different tech, and ask him if I should delete these five items. He told me to go ahead and delete them, but the fix now button wasn't highlighted and I couldn't click on it. He told me to check off the five items, but there was no box to check off. I clicked on one of them items, and NPE closed on me. And then I ended the remote session because I had to leave.

Those five items are still on my computer, and that's where I am right now.

好评0

Re: MS Word, Adobe Acrobat won't open Is NIS Optimizer the cause?

The scan that the tech did earlier today, which found five items was a full system scan (advanced options), which is not something I had done before with NPE. I just did another advanced system scan, which was much quicker than the earlier scan, and found nothing. What happened to the five items found earlier, I don't know. Maybe the program removed them, even though I never got to check off the box for each item and click the Fix Now button. Everything seems be running well. I don't see anything wrong right now.

好评1 Stats

Re: MS Word, Adobe Acrobat won't open Is NIS Optimizer the cause?

Thanks for bringing this to our attention, and thank you @lmacri for alerting me to it. Our team is actively looking into the problem. We may be asking for some follow-up information, and I appreciate your interest and help in getting this issue resolved.

Tony Weiss | Norton Forums Global Community Manager | Symantec Corporation
好评0

Re: MS Word, Adobe Acrobat won't open Is NIS Optimizer the cause?

To Tony_Weiss

As is noted earlier in this thread I too am experiencing the same problem --unable to launch certain programs since Monday 9/21/15 (eg (Firefox, Internet Explorer, Word, Outlook, Adobe Reader).  I've been unable to do too much troubleshooting thus far.  However, today I did try some non-invasive troubleshooting (various clean start boot-ups using msconfig) with no joy.

From the Windows event log, I have identified what I believe to be the Norton definition file from 9/21/15 that may have caused the problem.  Would there be any major catastrophe if I simply deleted the particular definition file.

Any help/info you can shed on this problem would be appreciated.

好评0

Re: MS Word, Adobe Acrobat won't open Is NIS Optimizer the cause?

FWIW

Today (10/1/2015) I uninstalled NIS 2014.  Launching and using all 5 programs (Adobe Reader, Word, Outlook, IE, Firefox) once again performed properly.  After running some brief tests on each, I activated Windows Firewall & installed MS Security Essentials without incident.

For now, at least, I will use the MS security programs while I decide if I want to try re-installing NIS 2014.

好评1 Stats

Re: MS Word, Adobe Acrobat won't open Is NIS Optimizer the cause?

uninstalling EMET will resolve this issue. 

好评0

Re: MS Word, Adobe Acrobat won't open Is NIS Optimizer the cause?

I had a similar problem with a different version of NIS, and I have EMET, Enhanced Migration Tool version 4.1.5228.513, on my computer.

好评0

Re: MS Word, Adobe Acrobat won't open Is NIS Optimizer the cause?

Evan216:

uninstalling EMET will resolve this issue. 

Hi Evan216:

Thanks for your suggestion.  It looks like a conflict with EMET could be a plausible explanation.  I did a search for EMET in the Norton forum this morning after reading your post and couldn't find any recent threads about Norton and EMET compatibility.  Was your suggestion based on personal experience, or is this issue being discussed in another forum?
-------------
32-bit Vista Home Premium SP2 * Firefox 41.0.1 * NIS 2014 v. 21.7.0.11 * MBAM Premium 2.1.8

好评0

Re: MS Word, Adobe Acrobat won't open Is NIS Optimizer the cause?

Edit ^

好评2 Stats

Re: MS Word, Adobe Acrobat won't open Is NIS Optimizer the cause?

Hi Everyone 

Having the exact same problem (Word/Acrobat/Outlook won't launch after latest NS patch - 22.5.4.24 engine for me), I follow your EMET suggestion.

I had EMET 4.1 (on W7), adding Word/Outlook in exceptions won't help, so I decide to check if my 4.1 was the latest EMET version: it was not, the latest is 5.2, so I download it, uninstall 4.1 and install 5.2.

At this moment, I had the pleasure to see a systray popup at Winword/Outlook/Acrord32 launch telling me that this application used a "Caller" exception and has to be closed: AT LEAST A CLUE!

So I went to EMET 5.2 Apps list, and uncheck the Caller box for each application with the problem... AND IT WORKS NOW 

I prefer keeping EMET and opening some exception for well-known software, until Symantec repair the bug.

好评0

Re: MS Word, Adobe Acrobat won't open Is NIS Optimizer the cause?

merlinus:

Having the exact same problem (Word/Acrobat/Outlook won't launch after latest NS patch - 22.5.4.24 engine for me), I follow your EMET suggestion...

So I went to EMET 5.2 Apps list, and uncheck the Caller box for each application with the problem... AND IT WORKS NOW 

Hi merlinus:

Thank you for the excellent feedback.  That supports Evan216's suggestion <here> that there is a conflict between Norton (2015) v22.5 and EMET.

You'll likely have to wait until next week for any official feedback from Symantec, but I'm not sure if they would consider this problem a bug in Norton v22 if EMET is the only software that causes this problem.  The Norton support article Should you run more than one security product on your computer? recommends that users should not run additional security software scanners in real-time when Norton products are installed on their system and they might simply recommend that your uninstall EMET.

I have personally chosen to run Malwarebytes Anti-Malware Premium v2.1.8 in real-time along with NIS v21.7.0.11 but I have created scan exclusions for the MBAM executables in my NIS settings as instructed <here> to reduce any possible conflicts between these two programs.  I'm not familiar with EMET but there might be a similar way to create scan exclusions for EMET so that you don't have to disable the EMET caller box for Word/Acrobat/Outlook.
-------------
32-bit Vista Home Premium SP2 * Firefox 41.0.1 * IE9 * NIS 2014 v. 21.7.0.11 * MBAM Premium 2.1.8
HP Pavilion dv6835ca, Intel Core2Duo T5550 @ 1.83 GHz, 3 GB RAM, NVIDIA GeForce 8400M GS

好评0

Re: MS Word, Adobe Acrobat won't open Is NIS Optimizer the cause?

I've been experiencing similar problems to what the OP lists and I'm certain that Nortons 360 is the culprit because the problems go away when it's uninstalled and come back when it's reinstalled and fully updated.

A lot of people here seem to be blaming something called EMET for these problems. Well as far as I know, I don't have EMET on my computers! What I do have is a series of crashes that have been occurring for the past couple of days with various programs that only occur when Nortons is installed!

This thread is closed from further comment. Please visit the forum to start a new thread.