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Kudos0

Norton Full System Scan Hangs and can not be shut down

I have run several times a full system scan over last week and it always gets to a certain point and stops with no error messages just saying Working... So I have waited to see if an update will fix this but no joy so I have today tried to document issue for here to see if there is a solution or known issue. So at 15:05 I noticed it was at file 806,074 and then I checked again at 16:07 and still stuck on the file DM_Inst.exe So I try and cancel the scan but I can not it just hangs. I try windows Task Manager and that can not kill it. Only way to kill it is to reboot the whole system. Anyone know if this is a known issue or any way I can try and resolve? I will have to now reboot and see if I can get version number of software I am on. Version 22.9.1.12 on Windows 10. Regards MJ

Replies

Kudos0

Re: Norton Full System Scan Hangs and can not be shut down

@ M S J Turn off the compressed file scanning and try a full scan again.

"From DOS to Windows10 what a journey it has been" / MS Certified Professional / Windows 10 Home / Professional x 64 version 1903 / build 18362.239 / N360 Deluxe 22.17.3.50 / Norton Core v.282 on Android 2.00
Kudos0

Re: Norton Full System Scan Hangs and can not be shut down

And if SoulAsylum's suggestion does not help, it could be a physical problem with your hard drive.

To check your hard disk, click on the Windows Start button. In the search box type CMD. Right click on cmd.exe and click on run as administrator. In the command prompt type "chkdsk c: /r"  without the quotes. A message will come up asking if you want to check the disk on the next restart. Answer 'Y'. Reboot and the check disk will run before Windows starts up. This check will check the file system as well as the physical disk surface. This scan can take a long time, depending on the size of your hard drive.
 

Things happen. Export/Backup your Norton Password Manager data.
Kudos0

Re: Norton Full System Scan Hangs and can not be shut down

Hi thanks that does allow the scan to finish but of course does not scan compressed files? So I turned it back on and got to 874,007 by 13:25 and then checked at 14:01 and has become stuck again and when I cancel it, it fails to cancel and hangs. Something has changed with Norton and it does not work as it used to. Hope some System type person can advise or be aware that all is not well...
Kudos1 Stats

Re: Norton Full System Scan Hangs and can not be shut down

Nothing has really changed with Norton. Many users have issues with the Compressed files scan turned on. It must depend on just what kind of compressed file is being processed. It could be the compression method, or how deeply nested a file structure is within the compressed file that Norton gets stuck on. I have Compressed file scan ON, and have never had an issue with stuck scans. Chances are that any change may be that you have downloaded some new compressed/zipped/rared file since the last time you ran a full scan.

Your security is not compromised by disabling the compressed file scan, because when the file is accessed, the Norton AutoProtect feature will scan it before allowing you to use it. 

Things happen. Export/Backup your Norton Password Manager data.
Kudos0

Re: Norton Full System Scan Hangs and can not be shut down

Hi fair enough, I can see where you are coming from, I have recently had some downloads of zip files so maybe if I delete those. Still a tad odd that the scan gets to different files and then stops. Also really annoying that if the program does stop there is no way to stop it without reboot as it just hangs. Not what I would call an ideal situation for such a product. Renewal is coming up soon I will have a look at other products to see how they compare...
Kudos0

Re: Norton Full System Scan Hangs and can not be shut down

Hi, I too am having the issue with a full scan freezing with compressed files scan turned on. So is this confirmed to be the issue? Why is it that other software suits, like Malwarebytes (even the free version!), have no problems running a full system scan including compressed files? If this is a confirmed flaw with Norton, I will also be reevaluating my choice for antivirus.

Kudos0

Re: Norton Full System Scan Hangs and can not be shut down

Hello

You can still scan your Compressed Files. All you have to do is to create a Custom Scan on the Compressed Files. They do not have to be scanned as part of a Full System Scan.

https://support.norton.com/sp/en/us/home/current/solutions/v19117843_ns_retail_en_us

Thanks.

Success always occurs in private and failure in full view. Windows 10 Pro 64 bit Norton Core Security Plus 22.17.3.50 Core Firmware 282 I E 11 Chrome latest version.
Kudos0

Re: Norton Full System Scan Hangs and can not be shut down

gaden:

Why is it that other software suits, like Malwarebytes (even the free version!), have no problems running a full system scan including compressed files?

They don't.  The Malwarebytes forums also have threads about scans hanging, and often the advice given is to disable scans within archives.  The more layers of compression, the more difficult the scan.

Kudos1 Stats

Re: Norton Full System Scan Hangs and can not be shut down

Thanks for the reply. Let me rephrase:

"Why is it that other software suits, like Malwarebytes (even the free version!), on my system have no problems running a full system scan including compressed files?"

I am aware of the increased resources for running through compressed files - my concern is that Norton just hangs on a full system scan, whereas both Malwarebytes and Kaspersky do not hang and complete the full system scan (with compressed file scan enabled). Both alternative suites do take a long time to complete the scan, but they both finish, and if I want to stop the scan they both stop gracefully. Norton does not, once it hangs I have to restart the system or my cpu usage sits at ~50% until I do. I have left Norton sit on a scan for about a week, but it just hangs on the same file (note - the file it hangs on is not the same file every time, it seems to be random), also it does not gracefully stop the scan if I ask it to.

So is this a confirmed bug/feature of Norton? I'd like to just scan everything on my system, and selectively scanning compressed files is extremely tedious as I work with many compressed files. So far the auto-protect has worked great, but it'd be nice to have that extra layer of assurance.

Kudos0

Re: Norton Full System Scan Hangs and can not be shut down

Hi, gaden. There is no need to scan compressed files, if you want to speed scans up.

The option is disabled on my systems.

Norton will scan these files when you access them, so you are still covered protection wise.

Windows 10 Home X 64
Kudos0

Re: Norton Full System Scan Hangs and can not be shut down

F 4 E that does not answer the underlying question that gaden has clearly expressed. I must say the lack of response to this does really question what I will buy when I have to renew at the end of May. I think some research in other options is called for.
Kudos0

Re: Norton Full System Scan Hangs and can not be shut down

M S J, a lot depends on how clean a system is in terms of how well it's maintained.

I regularly run maintenance tasks on my machines always do a clean install and I have never had Norton hang on a scan, so it's not an endemic problem.

Just a problem for some, and it's well known that scanning compressed files takes a long time.

An option has been offered, and up to you and others whether to try it.

Windows 10 Home X 64
Kudos0

Re: Norton Full System Scan Hangs and can not be shut down

I tried Norton Security a few days ago as I still have a couple of months left on my subscription. I had exactly the same problem, hanging on a full system scan and RAM going up to about 98% and staying there. I could only clear it with a system reboot too. After rebooting, I did a custom scan of just a couple of zip files, one being a large file (PowerDirector 15) and the other very small (Roboform). Both caused the PC to lock up again. I've just repeated the exercise with Kaspersky Total Security and it scanned the Powerdirector zip file in around 10 minutes and the Roboform file in a fraction of a second. I was also concerned with all the apparent piracy that has been taking place (have a look on Amazon to see how many problems there have been with people purchasing Norton Security). I noticed something else that was odd as well - after installing on several of my devices, two of them were showing "Trial" in my Norton account. I contacted support via chat and was told, "Don't worry about that, there is a problem that will be fixed. Your devices are showing up in the services screen so that's fine." None of this inspires me with confidence, so unless these problems are fixed, I'll have to stay clear of Norton products (I had ordered a new subscription from Amazon, but just managed to cancel it in time befor it was dispatched).

Kudos0

Re: Norton Full System Scan Hangs and can not be shut down

It didn't work for me - I did a contextual scan on a couple of zip files (see my other post for more details) and both caused my RAM to max out and my PC to grind to a halt. I had to reboot to clear the problem. I've now switched to Kaspersky, which seems to be very light on my computer's resources (see uploaded screenshots) and you get a progress bar with estimated scan time, which is something else that would be useful with Norton. I do still like Norton though and I would return to using their products if some of the current problems could be properly fixed.

Kudos0

Re: Norton Full System Scan Hangs and can not be shut down

Well there you have it not sure if F 4 E is a representative for Norton but either way their lack of response is pretty poor. Yes a work around has been offered and it works but as has been noted it is a problem for some and the implication F 4 E makes is that we have dirty systems poorly maintained. Nice... I have just checked my subscription 37 days left and counting then I will switch to a company that does provide software that if it encounters a problem does not require me to re-boot the whole computer after taking it down. Kaspersky seems to fit that bill and is highly rated. As gaden nicely phrased... "my concern is that Norton just hangs on a full system scan, whereas both Malwarebytes and Kaspersky do not hang and complete the full system scan (with compressed file scan enabled). Both alternative suites do take a long time to complete the scan, but they both finish, and if I want to stop the scan they both stop gracefully. Norton does not, once it hangs I have to restart the system or my cpu usage sits at ~50% until I do. I have left Norton sit on a scan for about a week, but it just hangs on the same file (note - the file it hangs on is not the same file every time, it seems to be random), also it does not gracefully stop the scan if I ask it to. So is this a confirmed bug/feature of Norton? I'd like to just scan everything on my system, and selectively scanning compressed files is extremely tedious as I work with many compressed files. So far the auto-protect has worked great, but it'd be nice to have that extra layer of assurance." Zero response from anyone at Norton? (I am guessing the Guru's just get that label when they answer lots of questions? Please correct me if I am wrong.)
Kudos0

Re: Norton Full System Scan Hangs and can not be shut down

Hmm and I tried to format my response with line breaks and it gets all compressed. Not sure what happened there as when I go back in to edit it shows it nicely formatted. So sorry for those reading my response I did have it formatted...
Kudos1 Stats

Re: Norton Full System Scan Hangs and can not be shut down

 (I am guessing the Guru's just get that label when they answer lots of questions? Please correct me if I am wrong.)

It has nothing to do with the number of posts, but the quality of the answers given in the posts. 

Gurus are just users like you who volunteer our time to try to help others from our experience with the Norton Product. 

the implication F 4 E makes is that we have dirty systems poorly maintained. 

That is not what is being inferred. F 4 E is just passing along information about how he runs his system.

As we cannot see your system, we have no idea of how your system has been maintained. Experience shows that most users just use their computer and think nothing, or know nothing, about system maintenance. We also have no idea what a user's level of knowledge is regarding computers unless they offer this information up front. So we start slow and work up.

Things happen. Export/Backup your Norton Password Manager data.
Kudos0

Re: Norton Full System Scan Hangs and can not be shut down

M S J, we could ask a Symantec rep to contact you via this thread, but as you seem set on moving to Kaspersky, there doesn't seem to be much point, and as peterweb said I do not and neither do any of the Gurus work for Symantec.

To quote you

F 4 E that does not answer the underlying question that gaden has clearly expressed. I must say the lack of response to this does really question what I will buy when I have to renew at the end of May. I think some research in other options is called for.

No, it's not a confirmed bug, otherwise we'd all be having this problem.

Windows 10 Home X 64
Kudos0

Re: Norton Full System Scan Hangs and can not be shut down

Personally, I would appreciate getting into contact with a Symantec rep to fix this problem, as it is not a confirmed bug according to F 4 E. I've been using Norton products for years now and have just dealt with the problems that they have, since I have around 10 devices set up with Norton. I've only recently become fed up with the issues with this paid software.

Someone mentioned that our systems may not be maintained properly. Can this point be elaborated? If it is something on my end I'd like to fix it, but a general "your system is dirty" remark isn't constructive and doesn't help any of us. I don't claim to be an expert - that's why I'm here on this forum right now, asking for help.

Kudos0

Re: Norton Full System Scan Hangs and can not be shut down

gaden, as peterweb pointed out, I was only saying how I run my systems and sometimes system file corruptions do cause problems.

I will ask someone from Symantec to contact you via this thread.

It may take a day or two.

@gaden

Windows 10 Home X 64
Kudos0

Re: Norton Full System Scan Hangs and can not be shut down

Thanks for the reply. Regarding "sometimes system file corruptions do cause problems", are you able to elaborate on this point, maybe on how you run your systems? Again, if it's something on my end I'd like to fix it. If there's any suggestions or methodologies you can provide that would begin helping fix this problem I would much appreciate it. My main pc is a z77 based sandy bridge pc with win 7 64bit with the latest updates. I already run sfc scannow and c drive checkdisk about every 2 months and I keep up with my driver and software updates. I have no issues with anything at all on my system, aside from this Norton issue and the occasional legacy game crash.

Kudos0

Re: Norton Full System Scan Hangs and can not be shut down

Hi, gaden. Yes, that's the sort of thing I do.

Also I run a Reliability Report from time to time, and also a perfmon /report.

Enter Relia and perfmon /report in your search bar, and run them.

They are useful for highlighting problems.

I have Win 10, but I think these also work in Win 7.

Apart from doing a full restart every day, that's about it.

I say again, for the reasons given in earlier posts, there is no need to scan compressed files.

Windows 10 Home X 64
Kudos1 Stats

Re: Norton Full System Scan Hangs and can not be shut down

Hello @gaden and @M S J - I've left Private Mails for each of you to gather up some additional information. You can access the the Forum Private Mail feature via the Inbox, found in the forum header.

Thanks,

Matt

Kudos0

Re: Norton Full System Scan Hangs and can not be shut down

Just an update to anyone that is curious about these shenanigans,

So I got into contact with a symantec rep and we went back and forth for a bit. The next steps were to have an engineer remote in to my system to collect logs and other stuff I guess. For some reason the rep stopped emailing me after I asked how long the process would take, as I don't like downtime and I sure don't want to sit and watch the remote session (I will not leave my machine unattended with someone remoting in). It's been over a week now with no response, so this issue is still unresolved. Disappointed to say the least, and my full system scans still freeze.

P.S. I reinstalled Malwarebytes 3 free and that software has no issue scanning archives during a full system scan.

Kudos1 Stats

Re: Norton Full System Scan Hangs and can not be shut down

Similar update from me, Yes this IS an Issue despite some of the it's OK to just disable the scan.

Norton engineer very nice chap and spent around 2+ hours on my PC. Not heard any more but I guess it is not an easy to fix.

ANY software which causes Windows 10 to freeze and require a reboot is not working properly, so it needs to be addressed, even if you do have a work around...

Lesson learnt is that it is always better to talk to the organ grinder and bypass the monkeys...

;)

If anyone else has this problem please let Norton know as it might help identify the underlying bug.

Cheers

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