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Kudos0

Black Screen of Death (KSOD) on Vista SP2 after Norton Defrag

Fresh install of Vista SP2 to a virtual machine.  I downloaded and installed all the Windows Updates.  Then I downloaded and installed the latest version of Norton Security.  I rebooted.  Everything was ok.

I ran the Norton Disk Defrag (included with Norton Security).  I tried rebooting, but I got the Black Screen of Death (KSOD) without a mouse.  Same result with Last Known Configuration.  Safe Mode with Networking booted ok.

I've tried a Full System Scan, Norton Power Eraser, and Norton Bootable Recovery Tool.  None of these found anything, nor would I expect them to, because this is a fresh install of Vista SP2 to a VM.

For KSOD troubleshooting, I've gone through the checklist here:
http://vault32.blogspot.com/2013/01/roundup-of-vistas-black-screen-of-death.html

These solutions don't work, except System Restore may offer temporary relief.

Here's what works:

  1. Completely uninstall Norton.
  2. Run "sfc /scannow".  It finds corruption.
  3. Run "chkdsk c: /f".  Allow it to fix disk on reboot.  It finds MFT and Bitmap errors.

Then the system boots normally.

It may be tempting to blame my VM software, but my parents had the same KSOD on their machine which runs on bare metal.  There problem occurred second week of December.  Maybe a December update from MS is in conflict with Norton Security on Vista SP2?  Regardless, I think there's a genuine bug here due to my ability to replicate both the problem and solution.

In a worst case scenario, I can send you the entire VM image.  However, I'm hoping I don't have to due to its 40 GB size.

How can I help you identify and resolve this bug?

Replies

Kudos0

Re: Black Screen of Death (KSOD) on Vista SP2 after Norton Defrag

Hi technojoe,

There is another thread about the "black screen of death" on Vista systems:

https://community.norton.com/en/forums/norton-security-prevents-vista-home-prem-x32-booting-properly

You may be interested in reading through it and see what was discovered.  BTW, that thread does not pertain to VM.

Kudos0

Re: Black Screen of Death (KSOD) on Vista SP2 after Norton Defrag

I don't believe this line about it being a Microsoft update, because I am able to fix the problem by uninstalling NS, and the problem comes back after I reinstall NS.  Guess what Microsoft is going to say when I tell them that?  Right, it's a Norton problem.

I've seen this problem both on a regular machine and a virtual machine.  I make a point about the virtual machine in order to point out the "clean" nature of the machine, i.e. fresh install, no conflicts from other installed programs, etc.

I talked with someone over the phone on this one, and he said he can push this up to the engineers.  However, he didn't know how seriously that would take this because Vista is on its way out the door.  I told him if they don't want to support Vista, they should say so on the website; otherwise, it's false advertising.

Kudos0

Re: Black Screen of Death (KSOD) on Vista SP2 after Norton Defrag

I'm not going to get into a discussion in regards to is it NS or is it a $soft update.  I will ask one question though, that you need to answer for yourself:

If I have NS installed and then install a $soft update and things become corrupted, whose fault is it?

If I remove the NS, the problem goes away.  If I reinstall NS the problem returns.

But if I then remove $soft update (with NS still installed) and the problem goes away and then returns when I reinstall the $soft update - whose fault is it?

My point is that if there is a conflict/corruption between two products, removing either one of them may clear the conflict/corruption.

I think it is great if you can get engineering to look into this situation and I do believe they are already aware of the information in the other thread re the black screen.

Please let us know what you hear back.

Kudos0

Re: Black Screen of Death (KSOD) on Vista SP2 after Norton Defrag

Just to clarify, I don't care whose "fault" it is.  I want someone to step up and fix the problem.  Often the issue of "fault" is used to shirk responsibility, and nothing gets fixed because both sides blame the other and wait for the other to fix it.  Maybe Microsoft changed something in an update that broke Norton, and it truly is Microsoft's "fault."  However, if Norton is the one-and-only program that broke, do you think Microsoft will step up and fix the problem?

That's the perspective I'm coming from when I say it's Norton's "fault."  Norton may not have caused it, but it's Norton's responsibility to fix it.

Kudos0

Re: Black Screen of Death (KSOD) on Vista SP2 after Norton Defrag

If the problem IS caused by Microsoft, and there is plenty of evidence from other users over the last few months that M/S updates have caused plenty of problems, I don't think it's Symantec's job to fix a problem that M/S may have caused.

Perhaps you've seen this thread in Tech Outpost ? https://community.norton.com/en/forums/today-microsoft-patch-tuesday-february-10-2015

Windows 10 Home X 64
Kudos0

Re: Black Screen of Death (KSOD) on Vista SP2 after Norton Defrag

Microsoft did not make any promises that Vista would work with Norton.  However, Norton made promises that their product would work with Vista.  At the end of the day, Norton said their product would work with Vista (by listing it as a supported product) and it's Norton's advertised promises that are going unfulfilled.  Hence, even if it's Microsoft's "fault," Norton is the one on the hook legally if their product isn't compatible as advertised.

Kudos0

Re: Black Screen of Death (KSOD) on Vista SP2 after Norton Defrag

Well, that's assuming M/S doesn't bork people's computers with bad updates. Norton is designed to work with a properly designed and updated OS, not one that's continually putting out updates that cause problems. My 2C. 

Windows 10 Home X 64

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