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Kudos0

Blue/white/orange screen

Hi folks.

I have raised this issue before and tried all suggested solutions to no avail. When I look at Norton history after I am locked out of my PC and have to restart, I see that there is always a 'firewall rules updated' and then 'your IP address has disappeared...'. I note that Win Defender firewall is ON and wonder if this could be an issue? I am running Win 10 v1803 and the updated Norton security deluxe v22.17.2.46. Any suggestions? Thanks.

Replies

Kudos1 Stats

Re: Blue/white/orange screen

Hi John Donne:

What is the make/model of your computer and is it a laptop with a built-in screen or a desktop with a separate monitor?  If you have a discrete graphics card (e.g., NVIDIA GeForce, AMD Radeon, etc.) what is the make/model and driver version?  Did you disable Windows Fast Startup as SoulAsylum suggested in your previous October 2018 thread Blue/White/Orange Screen (see the Win 10 instructions <here>), and if that helped in 2018 have you recently checked to ensure that Fast Startup is still disabled?  This Fast Startup setting can sometimes re-enable itself, especially during a major change like a Win 10 update from Version 1803 to 1809.

Your previous thread also mentioned you have a NVIDIA nForce networking controller.  Do you have the latest recommended drivers for the nForce chipset, and is it possible Windows Update delivered a driver update that isn't compatible with your system?  You should be using the drivers recommended for your computer make/model that are posted on the manufacturer's support site, but if you have a custom-built machine then a manual search of the NVIDIA Drivers Download page should give you an idea of the latest available Win 10-compatible drivers for your hardware.

EDIT:

... I see that there is always a 'firewall rules updated' and then 'your IP address has disappeared...'.

...and further to the information posted by bjm_, that's normal for my machine as well.  Firewall rules are frequently updated during Automatic LiveUpdates, and my IP address disappears and is then re-acquired throughout the day each time my machine goes into sleep mode and automatically disconnects from my WiFi router.
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32-bit Vista Home Premium SP2 * Firefox ESR v52.9.0 * Norton Security Deluxe v22.15.2.22
HP Pavilion dv6835ca, Intel Core2Duo T5550 @ 1.83 GHz, 3 GB RAM, NVIDIA GeForce 8400M GS

Kudos1 Stats

Re: Blue/white/orange screen

Kudos0

Re: Blue/white/orange screen

Thank you all for the comments. Alas, I have tried everything suggested over the past year but problem remains. My PC (desktop with separate monitor) is Acer 32-bit/x64 processor; there is no discrete graphics card and drivers are up to date. However I will check these again shortly to make sure they are the recommended ones. Disabling windows fast startup made no difference. I do believe that it is the Norton causing the problem - the Norton icons have disappeared from the screen when I turn on PC again. All automatic live updates - Windows and Norton - are disabled. However, when turning on again after a 'lockout' there is always a 'new data update' message. This can happen once a week or three times a day!!  I will try turning Windows Firewall off temporarily (Norton does not disable it automatically as some have stated in other posts). I'll let you know if I have any success.

Kudos1 Stats

Re: Blue/white/orange screen

I will try turning Windows Firewall off temporarily (Norton does not disable it automatically as some have stated in other posts).

If you are referring to the Windows Firewall Service, that does not get turned off, and it is needed to get Windows updates and for some Norton functions. Do not disable that. The actual Firewall protection should be turned off by Norton, which should get the information shown in bjm_'s images above.

Things happen. Export/Backup your Norton Password Manager data.
Kudos1 Stats

Re: Blue/white/orange screen

Hi John Donne:

What is the model of this Acer computer and was Windows 10 pre-installed installed at the factory, or have you upgraded the operating system (e.g., from Win 7 to Win 10) on this machine since you purchased it?

Since this is a desktop with a separate monitor, have you tried using a different connector cable, just in case the problem is caused by a loose connector pin?  Can you test with a different external monitor to see if it functions correctly? The Lifewire article How to Fix Discoloration and Distortion on a Computer Screen might have a few other suggestions you haven't tried yet.

If you believe Norton is part of the problem does the built-in diagnostic tool at Help | Get Support report any obvious problems?  Have you tried reinstalling Norton?  It might be worthwhile performing a quick refresh of your installation using the Norton Remove and Reinstall (NRnR) tool as instructed at https://www.norton.com/nrnr just in case your installation was corrupted during a product update.  We can provide instructions for a clean reinstall of NS Deluxe that would do a better job of removing remnants of older Norton installations but starting with a simple refresh with the NRnR tool often fixes odd glitches that can't be resolved by disabling the Win 8.x/Win 10 Fast Startup feature and rebooting a few times.

John Donne:

...All automatic live updates - Windows and Norton - are disabled....

... I will try turning Windows Firewall off temporarily (Norton does not disable it automatically as some have stated in other posts)...

... and if you mean you've permanently disabled Automatic LiveUpdates in Norton (Settings | Antivirus | LiveUpdates | OFF), I wouldn't suggest you do that unless you run a manual LiveUpdate at least once a day.  At some point your Norton installation will start throwing error messages and try to force a LiveUpdate once it detects your virus definition set and other protection definitions are out of date.

As peterweb mentioned <here>, if you want to temporarily disable your Norton Smart Firewall (which should automatically re-enable your Windows Firewall) just turn it off in your Norton settings at at Settings | Firewall | General Settings | Smart Firewall | OFF and then re-enable it after your testing is finished.  The Windows Firewall service must be enabled in order for your Norton Smart Firewall to function correctly (most third-party firewalls like the Norton Smart Firewall use the Windows Firewall API) and if you disable the actual Windows Firewall service you won't have any firewall protection while you're troubleshooting.
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32-bit Vista Home Premium SP2 * Firefox ESR v52.9.0 * Norton Security Deluxe v22.15.2.22

Kudos1 Stats

Re: Blue/white/orange screen

John Donne:
... I am running Win 10 v1803 and the updated Norton security deluxe v22.17.2.46....
... All automatic live updates - Windows and Norton - are disabled

Hi John Donne:

One other quick question.  According to you October 2018 thread <here> you have a Home edition of Win 10 Version 1803.  The Windows 10 dashboard <here> shows that Version 1803 hasn't reached its end-of-support yet, but when you say that Windows Update is disabled do you mean that you've actually had your Windows Update service disabled for several months to prevent the delivery of Version 1809 (or even Version 1903 which is now rolling out)?  Is there any specific reason why you don't want to update to Version 1809 or higher?

It's always possible you have some buggy Windows Update patch that was delivered months ago that messed up your graphics and/or or network driver.  If you have the latest recommended Win 10-compatible drivers installed for all your hardware, allowing your OS to update might actually resolve your problem.
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32-bit Vista Home Premium SP2 * Firefox ESR v52.9.0 * Norton Security Deluxe v22.15.2.22

Kudos0

Re: Blue/white/orange screen

Dear imacri and others,

Thank you yet again for comments/suggestions. I have taken them all onboard.

My desktop is Acer Aspire AX1300. I update Norton daily as well as Windows update (service was on manual). However, I have now put both back to automatic updates again. The new feature update (v1809) is not yet offered automatically and so my version (v1803) is up-to-date (just updated again a few minutes ago).

Windows was upgraded from Win 8 to Win10 when it was released. My security screen is same as that displayed by bjm  When I renewed my Norton subscription las year the PC was checked for problems then; none identified. I will look at the drivers again.

I don't understand how firewall rules were updating when automatic updates were Off? It appears to me that these updates cause the lockout - although I may be mistaken...I get occasional Norton notifications offering 360 but not sure that this would solve anything.

I'll let you know how things go.

Best wishes

JD

Kudos1 Stats

Re: Blue/white/orange screen

John Donne:
...My desktop is Acer Aspire AX1300. I update Norton daily as well as Windows update (service was on manual). However, I have now put both back to automatic updates again....

Windows was upgraded from Win 8 to Win10 when it was released....

Hi John Donne:

The highest Windows OS listed on the official Acer Aspire X1300 support page on their UK site at https://www.acer.com/ac/en/GB/content/support-product/1180 is 64-bit Windows 7 and the latest Win 7-compatible drivers (including your NVIDIA chipset and ATI VGA drivers) on that support page date back to 2009. I don't know if you're located in the UK, but are you sure this computer originally shipped with Win 8.x, and did you check to ensure there were Win 10-compatible drivers available for your hardware before upgrading your OS to Win 10?  If you currently have Win 10 Version 1803 it's possible your old hardware drivers aren't compatible with Win 10, or that a Windows Update delivered newer drivers after you upgraded to Win 10 Version 1803 that aren't compatible with your old hardware.

... The new feature update (v1809) is not yet offered automatically and so my version (v1803) is up-to-date (just updated again a few minutes ago).

I'm also not certain why Windows Update still isn't offering Version 1809 on a Win 10 Home edition with Version 1803, unless the system specs for your machine don't meet the minimum system requirements.  If you read the MS Windows 10 blog How to Get the Windows 10 October 2018 Update it states "If we detect that your device has a compatibility issue, we will not install the update until that issue is resolved, even if you 'Check for updates.' "

You might need to post in the Acer Aspire Desktop forum at https://community.acer.com/en/categories/aspire and ask if anyone has successfully upgraded an Aspire X1300 to Win 10 Version 1803 or higher and, if so, where they found Win-10 compatible drivers.  You might be able to purchase a newer monitor for this computer (someone in the Acer support forum might have a recommendation) but it might not be worth investing that much money for new hardware given that Win 10 Home Version 1803 reaches end-of-service in November 2019 (see the Win 10 dashboard <here>).
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32-bit Vista Home Premium SP2 * Firefox ESR v52.9.0 * Norton Security Deluxe v22.15.2.22

Kudos0

Re: Blue/white/orange screen

Thanks imacri.

I don't remember if PC was purchased with Win7 or 8 or even Vista! Compatibility check always shows Windows 8 version on the dropdown. I have checked all the drivers and report states all drivers are latest versions. I note that Win 10 v1903 is now been offered in Windows Updates from yesterday (Thurs 13 June: I'm in UK). I will attempt to download and install in the next couple of days and see what happens. I will also check about the Norton 360 about which I get reminders.

I realise that it may be time for a new PC but the effort in getting all documents etc transferred over puts me off! I will also go to the Acer community website to see if there is any information about these driver compatibility issues.

Best wishes,

JD

Kudos0

Re: Blue/white/orange screen

Hi again Imacri,

I think that you are correct about the drivers and that these may be causing the issue. I went to the Acer site as you suggested and can see that my current drivers may be out-of-date, even though Windows states that they are working properly; I noted too that some others had commented on similar lockout issues to mine. I also looked through my Norton history and now see that there were 'firewall rules updated' boxes at times that the PC did not lock me out - so Norton may not be the problem after all. I will try to download Win v1903 at some stage and see if it will work correctly.

I realise also that you have gone to a lot of effort to help me resolve my problem - not all of it Norton related - and I am very grateful for the time you took to do this. Thanks again.

Best wishes,

JD

Kudos0

Re: Blue/white/orange screen

Hi John Donne:

Happy to throw out a few ideas, and if you decide that this problem isn't related to your Norton Smart Firewall please note that there is an off-topic board in this forum called the Tech Outpost where user can post about any operating system, software or computer hardware problem that isn't related to their Norton product.  If the folks in the Acer Aspire forum can't help there are lots of Win 10 users who monitor that board and might be able to offer a few more helpful suggestions.  Just be sure to tell them this is an older desktop computer that's gone through one or two Windows OS upgrades.

I don't know if your monitor cable has one of those old-style 15-pin VGA connectors, but keep my comments <here> in the back of your mind while you're troubleshooting.  Strange colours and lines on older monitors are often caused by a hardware-related problem like a loose connector pin on a cable or a failing solder point on a circuit board that has nothing to do with software/drivers.  A new cable or second-hand monitor might be your only solution, assuming your graphics drivers are compatible with Win 10 and the motherboard is still in good shape. I've encountered a few cases where the cooling fan wasn't working correctly and the monitor would display vertical lines or change colour over time (for better or worse) as connector pins and solder points started to heat up and expand.  I even read one suggestion where problems like vertical lines on a monitor can be caused by a failing capacitor on a circuit board that can't reach normal voltage until the computer warms up.  Those types of pending hardware failures can sometimes be very hard to diagnose.
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32-bit Vista Home Premium SP2 * Firefox ESR v52.9.0 * Norton Security Deluxe v22.15.2.22

Kudos0

Re: Blue/white/orange screen

Hi John Donne:

One other suggestion if you can't find Win 10-compatible drivers for your video driver.  If you haven't already done so, try calibrating the colour on your monitor in your Win 10 settings - see the WindowsCentral tutorial How to Calibrate your PC's Monitor on Windows 10.  I don't know how well that would work on an older monitor with outdated drivers but you never know.

And don't forget that your Win 10 OS has a built-in troubleshooter for diagnosing hardware problems.  See Section 3 (Use Windows 10’s Built-in Troubleshooter) in the article How to Fix VGA Issues on Windows 10, 8.1, 7.
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32-bit Vista Home Premium SP2 * Firefox ESR v52.9.0 * Norton Security Deluxe v22.15.2.22

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