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Kudos0

Norton Security Service stops constantly

I've been experiencing an issue for some time now where all services and exe related to Norton Security are stopping, quite quickly after starting. I thought initially perhaps something malicious and undetected had been disabling it. I tried to run the program a few days ago after I noticed it was not running (for quite some time apparently) and it came up with an error and requested the remove and reinstall process, which I did and that was successful. It immediately returned a response after a fresh install and reboot that I'd received the bitcoinminer trojan and promptly quarantined it. Not long after that it stopped yet again out of the blue. I have been trying to figure out what I have been doing in norton to enact this response from the program and I am pretty sure I have just identified it as an incomplete update or an update error. Each time I enacted the update process, it would work until installing "update 2 of 2" and then stop suddenly. This happened repeatedly so I went through the remove and reinstall process yet again as I did perform a system restore rollback in the last 48 hrs. 

After this very recent remove and reinstall everything seemed to be fine until I yet again initiated the liveupdate process. It again reached the 'installing 2 of 2' part before again stopping the entire program completely. I will put money on it if I run the program yet again it will stop within minutes or immediately during the update process at the same spot. 

Yes Windows Defender is disabled. 

Aka please immediately fix the bugs in your software.
I've read every forum piece on this and nothing I've tried is working. This is an outright failure of the application.

Replies

Kudos0

Re: Norton Security Service stops constantly

Have since disabled auto updating and not had a single issue with the program stopping in the manner I have experienced it before. Running Win 7 64. 
Only other issue is that when attempting to play games, no matter how big or small, having norton running causes BSOD within about 5-10 mins of running the game. I am fairly certain there is a connection here, as when gaming during the times norton has stopped, gaming has been perfectly fine.

Kudos1 Stats

Re: Norton Security Service stops constantly

If you are constantly getting BSODs, there is some issue with your computer. They may or may not be related to Norton. But without more information it is difficult to say one way or another.

You can view the BSOD dumps using Nirsoft's Bluescreen View from here.  http://www.nirsoft.net/utils/blue_screen_view.html (link is external) Then you can post screenshots here for help in diagnosing them. Instructions to post screenshots can be found here
https://community.norton.com/forums/how-post-image-forums-0

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

Re: Norton Security Service stops constantly

Hello nevillius When you said:

It immediately returned a response after a fresh install and reboot that I'd received the bitcoinminer trojan

Being that most mining malware will run your CPU to its full value and beyond that can be the issue at hand. Download and run Malwarebytes, it should find and remove the coin miner for you. Once done reboot and recheck for your issue and let us know your results if you'd be so kind.

Cheers

"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 Security Service stops constantly

..I am pretty sure I have just identified it as an incomplete update or an update error. Each time I enacted the update process, it would work until installing "update 2 of 2" and then stop suddenly. This happened repeatedly so I went through the remove and reinstall process yet again as I did perform a system restore rollback in the last 48 hrs. 

After this very recent remove and reinstall everything seemed to be fine until I yet again initiated the liveupdate process. It again reached the 'installing 2 of 2' part before again stopping the entire program completely. I will put money on it if I run the program yet again it will stop within minutes or immediately during the update process at the same spot.

I think I'm having similar issues, where LiveUpdate is causing the computer to hang. Mine is a brand new desktop computer, just recently delivered from Dell, and I started having issues with no other software installed, so in my case, it can't be malware. (See this thread for details).

Kudos0

Re: Norton Security Service stops constantly

Hello Everybody I replied to your other post in your other thread.

As for the OP of this thread he HAS indicated malware detected on his machine. Therefore the suggestion to run MBAM to detect and possibly remove the threat.

Cheers

"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 Security Service stops constantly

Soul asylum If you read the statement correctly, you would see that the bitcoin miner has already been removed several days ago.

Kudos0

Re: Norton Security Service stops constantly

Peterweb I'm not "constantly getting BSOD", nowhere did I state that. I quite specifically stated I'm getting BSOD under very specific conditions, which is while Norton security is running while I am gaming only. At no other time am I receiving BSOD. I am very clear on that. 

Please read the statement correctly ladies and gentleman, this will provide the most helpful outcomes.

Kudos0

Re: Norton Security Service stops constantly

nevillius. Give chat a shout here: http://norton.com/chat I don't waste my personal donated time here with rudeness. Others may continue to assist you. Please have a wonderful afternoon.

Cheers

"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 Security Service stops constantly

Soul asylum I apologise for any offence caused, post amended appropriately. Please understand that not correctly comprehending the situation I have described before posting a response is incredibly unhelpful
Kudos0

Re: Norton Security Service stops constantly

User Everybody, is your system hanging or is Norton completely stopping, i.e. the exe and service just shuts itself off?
Kudos0

Re: Norton Security Service stops constantly

  this will provide the most helpful outcomes.

And the more accurate information you can provide also helps with a positive outcome.

Each time I enacted the update process, it would work until installing "update 2 of 2" and then stop suddenly. 

I meant to ask this earlier. Do you get some message noting that Norton has stopped at this point? Or is is just taking a long time? It is somewhat normal for the final update to seem to take forever. I believe that after the last update is processed, there is some other housekeeping that gets done before you see the update as finished.

Peterweb I'm not "constantly getting BSOD", nowhere did I state that. I quite specifically stated I'm getting BSOD under very specific conditions, which is while Norton security is running while I am gaming only. At no other time am I receiving BSOD. I am very clear on that. 

Well you made it sound like you constantly get the BSOD while gaming. If you can post BlueScreen outputs, we can help diagnose what is causing the BSODs.  Norton is running all the time and the only time you get the BSOD is when playing games. It sounds like it may be something to do with the games. Where are you getting the affected games?

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

Re: Norton Security Service stops constantly

Peterweb, firstly I apologise, please be patient as I don't know how to provide the quotation blocks so I will be adlibbing this process.   "having norton running causes BSOD within about 5-10 mins of running the game.... when gaming during the times norton has stopped, gaming has been perfectly fine". The specific gaming issue while running Norton is right there in the second post. In reference to what I mean by stopping, the screen shot I took of the update was literally just before Norton completely shut down and disappeared. It does so without warning, no error message. All windows disappear, systray icon disappears, exe stops completely, service stops completely. It needs to be manually restarted after this. The program completely shuts down without warning. Since disabling auto liveupdate Norton has run perfectly apart from causing the bsod while gaming. If Norton is shut down, absolutely perfect flawless non-bsod gaming.

Kudos0

Re: Norton Security Service stops constantly

@nevillius

The entire system hangs - mouse and keyboard completely unresponsive, the screen itself freezes.

Kudos0

Re: Norton Security Service stops constantly

You are still stating that Norton causes the BSOD. We cannot say that until we can see your BSOD output from BlueScreen View. That way we can see just what files are causing the problem. 

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

Re: Norton Security Service stops constantly

I understand, and yes I am stating that and I cannot provide the crash dump analysis at present. Will provide within the next 12-18hrs asap. However it's fairly logical to conclude due to present, recurring evidence that when removing Norton from the equation, there are zero bsod crashes whatsoever. Adding Norton assures a bsod while gaming. That's the evidence, regardless what file might be causing it.

Kudos0

Re: Norton Security Service stops constantly

Thanks for your attempts to help people, however this issue has already been kicked up to the Norton L3 team after sitting online with senior technicians for several hours last night. This even stumped them. No further comments are needed
 

Kudos0

Re: Norton Security Service stops constantly

OK. But if you are able to get a resolution, and you are able to see what was done, please post back here so we can learn from your experience.

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

Re: Norton Security Service stops constantly

Hello

While gaming, if you use this setting, Norton will not do anything until you finish gaming. I don't know if you are aware of this setting.

Settings>Administrative Settings>Silent Mode Settings>User-Specified Settings>Configure. Click on Configure on the right side. Add, .exe file for the game or program and the OK. Back out of the Settings and then restart your computer. Now any time you play your games or use the programs, Norton will stop doing the Background tasks until you stop playing. Then it will catch up while your computer is idle.

Have a Good Night and

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 Security Service stops constantly

Floplot thank you I will have a look at that, however I've never had this issue with previous versions of the software. I'll give any feedback to the L3 team when they get back to me on the first issue I'm having with the update crashing the program
Kudos0

Re: Norton Security Service stops constantly

Hello

I have been using the Silent Mode for many years of gaming online. I would still be using it if I was only able to play games any more on my computer. It will stop live updates and will only interrupt you if something is going on that will injure your computer. If that happens, it would quarantine the server for 30 minutes I think it is. It's been a year or 2 since I have been able to play.

Have a Good Night and

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 Security Service stops constantly

Can now add a new issue to the fold. This is with liveupdate disabled.
I opened windows outlook, norton antispam window popped up briefly, then the entire program shut down again. 

This is fun. 

Kudos0

Re: Norton Security Service stops constantly

Have you checked your Windows installation? A problem with a Windows system file could be causing the issues you are seeing with Norton.   Click on Start and type CMD in the search box. Right click on cmd.exe and click on Run as Administrator. Type 'sfc /scannow' without the quotes. This will check your Windows installation and try to correct any errors it finds.


Those crash dumps might still help us understand if it is a Windows file or a Norton file involved.   Just trying to help.

 

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

Re: Norton Security Service stops constantly

Here are the results of the scan. As norton are investigating it themselves in the order I have requested as this is a two part issue, we may even find that the pending fix for that liveupdate and now seemingly antispam issue also will fix the bsod during gaming issue. If it doesnt, then we investigate that. 
I am waiting patiently for them to return with their findings.

Kudos0

Re: Norton Security Service stops constantly

All: Jumping back into the thread, I need to ask what CPU / Motherboard the OP is using. There are tons of customers running the x299 chipsets having had unresolved issues for months. Just a passing thought.

Cheers

"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 Security Service stops constantly

That is accurate. Asus X299A with i7 7820x .

What issues have people been having regarding that? While waiting for the Norton team to get back to me with their investigation, I have been researching it further, actually turns out when I was receiving these issues initially I had not even installed my chipset drivers, a product of working way too much at the time. 
Now, everything has been completely reinstalled, twice, all drivers up to date, still getting the error with norton crashing during any attempt to use liveupdate, or when antispam loads when opening outlook. Still getting the bsod crash during gaming when norton is running. 

Have used the various event viewers and the bsod error during gaming with norton running is pointing at atikmdag.sys, both system exception AND thread stuck errors.

HOWEVER, it appears I have a separate issue with Norton crashing, as the eventviewer shows the consistently faulting module is asDcaCl.dll. During my reinstall of OS experience these last few days, Norton has only behaved this way after a certain point in the Windows important updates a fair way after service pack 1. I have been rolling them back and reinstalling them in increments to try to narrow down the cause. 

I have no idea how or why, but somewhere this issue with norton seems to be inducing the error with atikmdag.sys. Like stated previously I do not get the atikmdag error when norton is removed. On my first general windows update rollback that left norton in a successful running state, I still however got the atikmdag error during gaming. Again removing norton resolved the issue. 

In the machine's present state, all ATI drivers are completely uninstalled, windows is up to date. Norton is behaving the same. Next step is to roll them back one at a time and see what stops messing with it. The only issue will be then figuring out what in norton, if anything, is inducing the atikmdag error during gaming. This is the only time and only circumstance this bsod error occurs, I have tested it thoroughly. 

Kudos0

Re: Norton Security Service stops constantly

Hello

If you are using any other ports for email other than 25 and 110, then using the antispam filter doesn't work. Emails are not scanned if they are not using 25 and 110. I use Outlook to scan for the junk emails. It does a pretty good job also.

Have a Good Night and

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 Security Service stops constantly

Hello floplot. Please read further up the thread where I request that everyone read everything I have to say quite carefully, as I am very specific and detailed with my observations. So when I say that antispam when using outlook CRASHES NORTON, it means it's crashing norton. Not that the filter isnt working because of whatever ports outlook is looking to send and receive mail from. 
Have a good night and thanks

Kudos0

Re: Norton Security Service stops constantly

Hi Nevillius.

I am a Symantec Employee, but I am not in tech support. I work on STAR CRT. 

In your last post, you indicate everything was OK until the OS was reinstalled. Could you provide more info. Were you always using Windows 7 with the x299? Was there a reason why you decided to reinstall windows?

Would you be willing to provide a memory.dmp from this crash? If you are, please send me a private message and I will give you directions. Can you also confirm that your ASUS BIOS version is F8b or newer?

Thank you.
T. McCormick
Symantec STAR CRT

Kudos0

Re: Norton Security Service stops constantly

my mistake. wrong motherboad. Could you provide the bios firmware version?

Sorry.

Kudos0

Re: Norton Security Service stops constantly

TMcCormack, where do I begin. Firstly, I did not say everything was ok prior to reinstall. Please read everything carefully from the top.

I'll start by saying presently that this issue is with your L3 team. An L2 technician provided me remote support and took a bunch of diagnostic reports and scans etc to provide the L3 team with as he couldn't resolve the issue. This said, I only agreed to remote access under the condition that he ask before taking any actions. In some cases he failed to and in fact destabilised my system further. I was not impressed and that directly led to my decision to reinstall the entire OS and drivers from scratch. In doing so I also thought it might help resolve it with a clean install. It was obviously a failure on my part to have the drivers fully installed to begin with but that is not an issue now after reinstall and I still get the same errors. His actions have already been recorded in support chats. While I have you here, I have apparently had the L3 team try to contact me via phone but I did not receive a call and they emailed me to say to contact support to reach them asap. I did so, and the L1 tech obviously knew little and I skipped him through to asking the L3 team what the issue is. I spoke to quite a few, and they all said that L3 were telling them the issue, but that they could not tell me over the chat. I then asked if they could simply get the report from the L3 team to convey their findings so I could understand what is going on. He told me he was unable to do that. So please if you can answer this, why, when a paying customer is in dire need of information, and that information is available, can that not be simply given to me by whatever means necessary and available? Why was the team not able to simply give those findings to the tech I was speaking with so they could tell me? It is a very frustrating experience. 

Please understand, as fully and openly described in this thread, there are two issues, please read them all carefully.  My most recent large comment on it being the most detailed. My priority issue is that the program crashes and fails to maintain running status whenever I run live update, or antispam tries to engage, or norton tries to do something in the background. It flat out crashes. I can game without norton running just fine and don't get the bsod. With norton running and gaming, I get the bsod, and the minidump exposed the atikmdag.sys error while gaming. But this other gentleman's comment had led me to look further into the x299A issue. Yes I have always been using windows 7 64 with the x299A. My asus bios is version F8, I am not aware of an F8b and I re-downloaded all of those only a few days ago. The last post explains right now that I have removed the ATI drivers completely from the equation, and I still get the issue with norton and that the eventviewer shows the faulting module as asDcaCl.dll

Below are some complete strings from the event viewer. THIS is my primary issue and once that is resolved, if I still get bsod while gaming then that can be worked on, but for now this is my focus. They are ALL identifying this dll file as the common issue. 

2182    Application    Error    24/04/2018 7:10:06 AM    Application Error    100    1000        NEV-PC    0    692    Faulting application name: NortonSecurity.exe, version: 16.1.0.18, time stamp: 0x5aa8366d  Faulting module name: asDcaCl.dll, version: 22.14.0.54, time stamp: 0x5ac42cab  Exception code: 0xc000001d  Fault offset: 0x00000000000032a4  Faulting process id: 0xdb0  Faulting application start time: 0x01d3db475c68b444  Faulting application path: C:\Program Files\Norton Security\Engine\22.14.0.54\NortonSecurity.exe  Faulting module path: C:\Program Files\Norton Security\Engine\22.14.0.54\asDcaCl.dll  Report Id: b1f53734-473a-11e8-b760-107b444f1dbb      


2184    Application    Information    24/04/2018 7:10:06 AM    Windows Error Reporting    0    1001        NEV-PC    0    712    Fault bucket , type 0  Event Name: APPCRASH  Response: Not available  Cab Id: 0    Problem signature:  P1: NortonSecurity.exe  P2: 16.1.0.18  P3: 5aa8366d  P4: asDcaCl.dll  P5: 22.14.0.54  P6: 5ac42cab  P7: c000001d  P8: 00000000000032a4  P9:   P10:     Attached files:    These files may be available here:  C:\ProgramData\Microsoft\Windows\WER\ReportQueue\AppCrash_NortonSecurity.e_508d8bfab827a69f7c292ff41301465ab1868d_160b6eb1    Analysis symbol:   Rechecking for solution: 0  Report Id: b1f53734-473a-11e8-b760-107b444f1dbb  Report Status: 4      


2185    Application    Information    24/04/2018 7:10:07 AM    Windows Error Reporting    0    1001        NEV-PC    0    712    Fault bucket , type 0  Event Name: APPCRASH  Response: Not available  Cab Id: 0    Problem signature:  P1: NortonSecurity.exe  P2: 16.1.0.18  P3: 5aa8366d  P4: asDcaCl.dll  P5: 22.14.0.54  P6: 5ac42cab  P7: c000001d  P8: 00000000000032a4  P9:   P10:     Attached files:    These files may be available here:  C:\ProgramData\Microsoft\Windows\WER\ReportQueue\AppCrash_NortonSecurity.e_508d8bfab827a69f7c292ff41301465ab1868d_160b6eb1    Analysis symbol:   Rechecking for solution: 0  Report Id: b1f53734-473a-11e8-b760-107b444f1dbb  Report Status: 0      


2193    Application    Error    24/04/2018 8:52:08 AM    Application Error    100    1000        NEV-PC    0    696    Faulting application name: NortonSecurity.exe, version: 16.1.0.18, time stamp: 0x5aa8366d  Faulting module name: asDcaCl.dll, version: 22.14.0.54, time stamp: 0x5ac42cab  Exception code: 0xc000001d  Fault offset: 0x00000000000032a4  Faulting process id: 0x1c1c  Faulting application start time: 0x01d3db55a43b0df4  Faulting application path: C:\Program Files\Norton Security\Engine\22.14.0.54\NortonSecurity.exe  Faulting module path: C:\Program Files\Norton Security\Engine\22.14.0.54\asDcaCl.dll  Report Id: f2e52d04-4748-11e8-b760-107b444f1dbb 

Kudos0

Re: Norton Security Service stops constantly

Literally just now induced this event and compiled it for you, the others were older ones. 

 

Fault bucket , type 0
Event Name: APPCRASH
Response: Not available
Cab Id: 0

Problem signature:
P1: NortonSecurity.exe
P2: 16.1.0.18
P3: 5aa8366d
P4: asDcaCl.dll
P5: 22.14.0.54
P6: 5ac42cab
P7: c000001d
P8: 00000000000032a4
P9: 
P10: 

Attached files:

These files may be available here:
C:\ProgramData\Microsoft\Windows\WER\ReportQueue\AppCrash_NortonSecurity.e_508d8bfab827a69f7c292ff41301465ab1868d_03b9bf1d

Analysis symbol: 
Rechecking for solution: 0
Report Id: 911ebceb-48f5-11e8-9705-107b444f1dbb
Report Status: 0

Kudos0

Re: Norton Security Service stops constantly

TMcCormack its running the latest bios, 1301 build from early march

Kudos0

Re: Norton Security Service stops constantly

Hi. 

I was thinking your motherboard was an AOURUS, but it looks like it is a Prime. I have the x99 model of this at home. I think as long as your firmware is from 2018 it will be OK. This issue is likely not related to your hardware or the BIOS. This is a totally different crash from what I was expecting. This is a usermode crash in our service host framework with the Anti Spam module. I am looking for the crash data we collect on our user mode crashes for this one. This is a great help.

Thank you.
T McCormick
STAR CRT

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