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好评0

N360 and internet had stopped working.

Hello. This morning, both Norton 360 and our internet connection stopped working. when I tried to see if N360 would work, I just got a message that said  "Exporer.exe" has stopped responding".

So, I restarted the computer and N360 and the internet are working again. I checked "get support" and there doesn't seem to be anything wrong with N360. I checked out event viewer and there were multiple entries of Event 7011, saying "A timeout (30000 milliseconds) was reached while waiting for a transaction response from the N360 service." Does this sound like something potentially serious or does it seem to be a minor hiccup? Thanks

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好评0

Re: N360 and internet had stopped working.

Hello. This morning, both Norton 360 and our internet connection stopped working. when I tried to see if N360 would work, I just got a message that said  "Exporer.exe" has stopped responding".

So, I restarted the computer and N360 and the internet are working again. I checked "get support" and there doesn't seem to be anything wrong with N360. I checked out event viewer and there were multiple entries of Event 7011, saying "A timeout (30000 milliseconds) was reached while waiting for a transaction response from the N360 service." Does this sound like something potentially serious or does it seem to be a minor hiccup? Thanks

好评0

Re: N360 and internet had stopped working.

" Exporer.exe" has stopped responding"

Your OS is damaged, reinstall the OS, if possible, if not, then...  good luck...

By the way, it's Explorer.exe not Exporer.exe...

好评0

Re: N360 and internet had stopped working.

Hi cable89sw,

Not exactly my area of expertise, but here is a link for troubleshooting " Explorer.exe has stopped responding" in Win 7 as I don't see which system you are running, so you may have to Locate a link for your OS.

http://support.microsoft.com/kb/2694911/en-US

IMHO a OS reinstall is not the place I would start with this situation.

好评0

Re: N360 and internet had stopped working.

" IMHO a OS reinstall is not the place I would start with this situation."

Yank,

Look at this user posts history and you will likely change opinion.

He/she, constantly reported problems, (OS related & others), and each time a deep look into OS was suggested, the suggestions were ignored.

Anyway I'm done with this thread and also the OP.

Also, Quads reported that his instructions were completely ignored when he was contacted.

If you feel comfortable to deal with the OP's Windows problems then... good luck...

好评0

Re: N360 and internet had stopped working.

I apologize if I've been a bother around here, but I hadn't gotten the impression of something seriously wrong with the computer (blue screens, freezing, etc.). That's why I hadn't done anything to the OS, for fear I do more harm than good.

As for Quads, I did not completely ignore his instructions. I followed 3 pages of his instructions to the best of my ability until I was redirected back here.
好评0

Re: N360 and internet had stopped working.

" I apologize if I've been a bother around here, but I hadn't gotten the impression of something seriously wrong with the computer"

Hi,

There is absolutely no need to apologize, we are here to help each other whenever possible.

But do not wait until your pc is fried to take serious actions, problems usually start with such errors as you described, Explorer.exe stopped working etc and they finish with BSOD's & other.

I suggested to reinstall the OS and backup that image so you can always revert back when you are having issues.

Of course, I do not expect that you follow instructions/suggestions, so stay here for some months and ask and ask and ask...

Hope this helps,

Regards,

好评0

Re: N360 and internet had stopped working.

When you say "explorer" do you mean Internet Explorer or Explorer the file manager?

Internet Explorer not responding is well known and more to do with Microsoft Windows than Norton.

See if this helps

http://windows.microsoft.com/en-us/windows-vista/what-to-do-if-internet-explorer-stops-responding   

When you post a problem we really can't help intelligently unless you give technical details.

What version of N360 are you using (Support / About)

What version of Windows are you using and is it 32 bit or 64 bit?

What version of Internet Explorer are you using .......

Does it mostly happen with certain specific websites?

Do you have Internet Explorer compatibility view ON or OFF -- Check on the menu bar under Tools.

Hugh
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Re: N360 and internet had stopped working.

It looks like it is Explorer - the file manager. That's what it says on Action Center's reliability history.

好评0

Re: N360 and internet had stopped working.

OK -- Then ignore my link to the Internet Explorer problem that I've certainly encountered but not for some time now.

Have you looked at Event Viewer to see what has been flagged?

Again -- what version of Windows .......

Hugh
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Re: N360 and internet had stopped working.

Ok, there are two entries of this Explorer.exe message as listed below.

Event ID: 1002


"The program Explorer.EXE version 6.1.7601.17567 stopped interacting with Windows and was closed. To see if more information about the problem is available, check the problem history in the Action Center control panel."

There is also a number of entries concerning N360 as well. They all say the message below.

Event ID: 7011

"A timeout (30000 milliseconds) was reached while waiting for a transaction response from the N360 service."

N360 version number is 21.3.0.12

Windows version is Windows 7 64-bit


 

好评0

Re: N360 and internet had stopped working.

I'll have to let someone else interpret those for you but Norton timeouts often reflect temporary server problems and the Norton end.

<< There is also a number of entries concerning N360 as well. They all say the message below. 

Event ID: 7011 

"A timeout (30000 milliseconds) was reached while waiting for a transaction response from the N360 service."  >>

You do say it is working again ......

Hugh
好评0

Re: N360 and internet had stopped working.

Yeah, it's working fine. I haven't noticed anything out of the ordinary since yesterday morning.

好评0

Re: N360 and internet had stopped working.

You don't mention having done the Explorer troubleshooting that Microsoft gives in the link Yank gave you.

Hugh
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Re: N360 and internet had stopped working.

I ran the system file checker and checked for malware. No issues with either one.

One thing I thought I'd bring up. I don't know if it makes a differance, but the article mentions a message that says "Windows Explorer has stopped working.  Windows is restarting." The message I got didn't mention anything about restarting. It just stopped working.

好评0

Re: N360 and internet had stopped working.

I do not think that would matter - the Symptoms state:

When working in Windows, you may receive the following error message:

Windows Explorer has stopped working.  Windows is restarting 

Additionally, you may notice the screen flicker just before or after the error message appears.

Did you attempt any of the other checks/troubleshooting?  Just doing the ones you pick out will not hck it - you need to do the complete check and from past experience, doing them in the order listed is the best route to take.

好评0

Re: N360 and internet had stopped working.

In addition the kb says:

This issue can be caused due to any of the following issues:

  • You may be using an outdated or corrupted video driver
  • System files on your PC may be corrupt or mismatched with other files
  • You may have a Virus or Malware infection on your PC 
  • Some applications or services running on your PC may be causing Windows Explorer to stop working.


The bold sections are the culprit I believe.

Reinstalling Windows, IF there is not malware, gives 100% results and can be achieved in maximum 2 days.

The troubleshooting here, will take weeks, and it will work at 50% at best, this is why I proposed a suggestion which will give the best results.

Also, troubleshooting requires a minimum level of knowledge, so it's up to the OP to see what is best for his/hers machine.

Regards,

 

好评0

Re: N360 and internet had stopped working.

I checked Windows update. Nothing new there.  Windows is set up to install recommended updates.

I found a more technical readout of the problem on Action center, as the kb page suggested. Here it is.

Source

Windows Explorer

Summary

Stopped responding and was closed

Date

6/6/2014 8:04 AM

Status

Report sent

Description

A problem caused this program to stop interacting with Windows.

Faulting Application Path: C:\Windows\explorer.exe

Problem signature

Problem Event Name: AppHangXProcB1

Application Name: explorer.exe

Application Version: 6.1.7601.17567

Application Timestamp: 4d672ee4

Hang Signature: 4e2c

Hang Type: 128

Waiting on Application Name: n360.exe

Waiting on Application Version: 0.0.0.0

OS Version: 6.1.7601.2.1.0.768.3

Locale ID: 1033

Additional Hang Signature 1: 4e2cf958fa54a46f8d67cc0cfd57cc89

Additional Hang Signature 2: 5ca7

Additional Hang Signature 3: 5ca7bc1c48992e279ea6d8c7536a50b2

Additional Hang Signature 4: 4e2c

Additional Hang Signature 5: 4e2cf958fa54a46f8d67cc0cfd57cc89

Additional Hang Signature 6: 5ca7

Additional Hang Signature 7: 5ca7bc1c48992e279ea6d8c7536a50b2

Extra information about the problem

Bucket ID: 3702258319

好评0

Re: N360 and internet had stopped working.

I asked whether you did what Microsoft indicated .....

You apparently skipped the video driver, no doubt thinking it was irrelevant. That's your choice but when you are troubleshooting:

a) you don't pick and choose what you think matters but follow the direction indicated in the order indicated.

b) I can assure you that I have seen a host of different apparently in no way dependent on graphics problems fixed in computers by updating the video driver.

Hugh
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Re: N360 and internet had stopped working.

This report is useless, it simply states that your Explorer.exe which is a core part of the OS, had crashed and maybe n360.exe could be the culprit for that particular crash.

It does not say anything about the health of your system and other important parameters.

You can try to uninstall/reinstall N360 but I can guarantee that this will not make go away the crashes occuring on occasion.

It's a more deep Windows problem, you may be able to understand this.

I cannot suggest further troubleshooting because it could make things worse.

Regards,

好评1 Stats

Re: N360 and internet had stopped working.

好评1 Stats

Re: N360 and internet had stopped working.

Apostolos,

You may be perfectly correct about the value of the Event Viewer report but the OP says he has no problem now so why do a reinstall? So far as system health is concerned he did run SFC, check for malware and come up clean.

Systematic troubleshooting is never useless -- a negative reply saves a lot of time and money.

So far as I am concerned helping users includes using techniques that destroy their system -- especially since few have adequate backups -- only as a last resort. But then I've been doing this since the 1980's and worked in hitech R&D for decades before that.

Hugh
好评0

Re: N360 and internet had stopped working.


Apostolos wrote:

Hi Hugh,

See this: http://community.norton.com/t5/Tech-Outpost/Website-in-Internet-explorer-s-quot-Trusted-sites-quot-zone/td-p/1112350/page/2

message 15 and you will understand a lot.

 

Regards,


Read that when it appeared but it does not stop me from trying to help the user especially since we are used to those comments.

Hugh
好评0

Re: N360 and internet had stopped working.

I checked the video card driver as you said and it does appear to be outdated. It's updating right now.

好评0

Re: N360 and internet had stopped working.

Hi Hugh,

Further info:

1)  http://community.norton.com/t5/Norton-360/Fake-App-Attack-Misleading-Application-Suspicious-Notification/m-p/1115094

Can you guarantee @ 100% that the system is clean?? I cannot.

2)  http://community.norton.com/t5/Tech-Outpost/NVIDIA-Boot-Agent-249-0542/m-p/1045697

I have 2 systems with Nvidia never saw this item described here.

Do you need more??

I agree with all you said for troubleshooting as long as it is performed on a clean system.

Also, FYI, the sfc command scans only system 32 and windows is not only system 32.

Enough said.

Kind regards,

好评0

Re: N360 and internet had stopped working.

Hugh,

I forgot to mention that Nvidia boot agent event leads to BIOS and AHCI issues.

Another reason to say that the system is damaged.

Regards,

好评0

Re: N360 and internet had stopped working.

I am not going to argue with you on this. So please don't tell me to go and look at something and then I'll understand......

Hugh
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Re: N360 and internet had stopped working.

I got done installing the driver update, but now Windows update has some updates related to it available. I'll begin running them soon. 

好评0

Re: N360 and internet had stopped working.

Deleted, it's of no real use.

好评0

Re: N360 and internet had stopped working.

" I got done installing the driver update, but now Windows update has some updates related to it available. I'll begin running them soon. "

Apply WDDM updates, if that's the case, from Windows Update will cause you many many issues, just a remark.

More info: https://forums.geforce.com/default/topic/523747/legacy/microsoft-patch-tuesday-34-important-34-update-for-nvidia-graphics-adapter-confused/

From the Nvidia moderator:

"You didn't mention what your card or operating system was. However, in general we recommend that you download the latest drivers from http://www.geforce.com/drivers, rather than using the ones offered through Windows Update."

 

Regards,

好评0

Re: N360 and internet had stopped working.


Apostolos wrote:
Anyway I'm done with this thread and also the OP.

Really???         LOL!!!! 

好评0

Re: N360 and internet had stopped working.

" Really???         LOL!!!! "

You should laugh with yourself mate, sorry...

好评0

Re: N360 and internet had stopped working.


caleb89sw wrote:

I got done installing the driver update, but now Windows update has some updates related to it available. I'll begin running them soon. 



Caleb,

Where did you get the driver update from? Direct from the PC maker / graphics card maker / via Device Manager Driver Update .... ?

On the whole I don't install hardware related updates from Windows Updates unless I have a real reason to do so -- they normally appear under the Optional category rather than the Important category.

So I would tend not to install those further updates you mention -- if they are listed as nVidia specific -- until you see what the general update to the driver did.

What is the graphics card in your PC?

I don't know how you have your Windows Updates set up but I have it on Check for updates but let me choose whether to Download & Install them which gives me freedom to choose among them and to find a convenient time to install.

Hugh
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Re: N360 and internet had stopped working.

I just updated it through the Device Manager driver update.

On windows update, there was one "Important" update and one "Optional" update. The "Important" one got installed, but the "optional" didn't.

I think the card is NVIDIA Geforce 6150SE nforce 430.

好评0

Re: N360 and internet had stopped working.

See how you get on.

In general you are better updating hardware drivers from the maker of the device but see if all goes well with what you got via Windows Update.

For your NVidia 6150Se which seems to be a motherboard chip and not a plug in card, this seems to be the source for the 64 bit driver for Windows 7

http://www.nvidia.com/download/driverResults.aspx/57492/en-us 

Release Date:  2013.2.26

If you have 32 bit Windows 7 then you need to go back by clicking on Drivers and selecting the WIndows 7 32 bit driver in the selector.

But as I say, see what happens.

Hugh
好评0

Re: N360 and internet had stopped working.

Ok. The update appears to be going well so far.
好评0

Re: N360 and internet had stopped working.

I see I misread your earlier message where you said

<< I just updated it through the Device Manager driver update. >>

and conflated it with your next paragraph about Windows Update ...... <g>

Glad to hear you used that source -- I have found that some of Windows Update's hardware updates are very old; one was from 2010 when HP had a late 2013 one for the same printer.

Hugh
好评0

Re: N360 and internet had stopped working.

Oh, ok.

So, now what?
好评0

Re: N360 and internet had stopped working.

"

I see I misread your earlier message where you said

<< I just updated it through the Device Manager driver update. >>

and conflated it with your next paragraph about Windows Update ...... <g>

Glad to hear you used that source -- I have found that some of Windows Update's"

---------------------------------------------------------------------------------------------------------------------------------------------------------------------------

But the procedure through Device Manager uses drivers from Windows Update not from Nvidia site directly.

(Unless the driver is downloaded from Nvidia then extracted and finally locally/manually updated through Device Manager by using a specific .inf file, but I do not believe that this was done).

好评0

Re: N360 and internet had stopped working.

<< But the procedure through Device Manager uses drivers from Windows Update not from Nvidia site directly.  >>

Not if you telll it otherwise ...... There are two other choices.

Hugh
好评0

Re: N360 and internet had stopped working.

" Not if you telll it otherwise ...... There are two other choices"

Could you share??

I found this but it does not show anything:

http://windows.microsoft.com/en-us/windows/update-driver-hardware-isnt-working-properly#update-driver-hardware-isnt-working-properly=windows-7

好评0

Re: N360 and internet had stopped working.

@ Caleb,

I do not know which Nvidia driver you installed and from where but I strongly recommend that you install this one: http://www.nvidia.com/download/driverResults.aspx/57492/en-us

NOT from Device manager but directly from Nvidia as it contains a major security fix.

Uninstall any previous drivers from Programs & Features, Control Panel, allow Windows to temporarily install Standard VGA adapter reboot, download the installer on your Desktop and run as Admin. Reboot when done.

It's best, when running the installer, to choose Advanced/Custom and uncheck everything at the exception of Graphics Driver, PhysX and High Def Audio Driver, if you are using a HDMI for TV.

Any driver prior to that release has a huge security hole.

好评0

Re: N360 and internet had stopped working.

Ok. I'm downloading it right now.

好评0

Re: N360 and internet had stopped working.

Caleb,

See my previous edited post and do not try anything if you have questions.

Ask first.

Thanks.

好评0

Re: N360 and internet had stopped working.

"It's best, when running the installer, to choose Advanced/Custom and uncheck everything at the exception of Graphics Driver, PhysX and High Def Audio Driver, if you are using a HDMI for TV."

The computer isn't connected to the television. What should I do about this?

好评0

Re: N360 and internet had stopped working.

Uncheck also Nvidia High Def Audio drivers from the installer window, install only Graphics Driver & PhysX.

How did you remove the older drivers??

If you removed everything you will notice that you will be temporarily on Standard VGA adapter, the resolution of your pc will become low but it's expected, once you will install the newer Nvidia drivers & reboot everything will come back to normal.

好评0

Re: N360 and internet had stopped working.

I did what you said above. Through control panel/Programs and features.
好评0

Re: N360 and internet had stopped working.

Did you notice under Notifications in taskbar, when everything was removed and you have rebooted a popup baloon message saying: "Device installed successfully, Standard VGA adapter"??

好评0

Re: N360 and internet had stopped working.

Yes. I noticed that.
好评0

Re: N360 and internet had stopped working.

Cool, continue and let me know if you notice anything strange.

When finished, if everything's ok, open Windows CP and check under installed programs that there is a correct Nvidia graphics driver entry with the correct version & also a separate entry for PhysX.

Nothing else should appear for Nvidia, if the custom install was successful.

好评0

Re: N360 and internet had stopped working.

There's only 3 options available after "Custom/Advanced". "Graphics Driver", "NVIDIA update", and "Perform a clean installation". I don't see PhysX.

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