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ccSvcHst error on shut down

Since upgrading to NIS 2010 recently, and immediately after having received the 17.5.0.127 update (via LiveUpdate), this old chestnut has returned:

On closing down my computer, this message pops up -

I used to get this some time ago with NIS 2009, then it seemed to have been fixed, but now it's back with NIS 2010 version 17.5.0.127.  (Interestingly, I didn't notice the problem with the initial upgrade to NIS 2010, only when I received version 17.5.0.127).  I'm running Windows XP SP3.

I'm not the only one who gets this, as many previous posts show.  My daughter is also getting this message now on her laptop (also XP SP3) with the same version of NIS 2010.  Her laptop is a different make and is running different apps to my 7-year old tower pc, so please don't tell me it's the configuration.

As this issue has come up so many times in the past, does anyone (especially at Symantec, please!) actually know how to fix the problem - or is it like the Ancient Mariner (doomed to roam through cyberspace for evermore)?

Many thanks.

Réponses

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Re: ccSvcHst error on shut down

Please try the following steps:

1. Exit all the programs.
2. Click Start > Run.
3. In the Run dialog box, type the following text:
    regedit
4. Click OK.
5. Navigate to the following registry key:
   HKEY_CURRENT_USER\Control Panel\Desktop
6. In the right pane, right-click AutoEndTasks, and then click Modify.
7. Change the value from 0 to 1
8. Click OK.
9. Exit the Registry Editor.

Vineeth--

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Re: ccSvcHst error on shut down

Thanks Vineeth - it seems to work, but I'll try it for a bit longer just to make sure.

How did you find out about this - is it an official Symantec fix or did you come across it some other way?  Also, will the registry change affect anything else?

Regards.

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Re: ccSvcHst error on shut down

Vineeth's suggestion simply disables Windows from prompting you about the non-responding application and instead terminates it automatically. This will affect any program that is not responding during shutdown so you could potentially lose any unsaved data if a program were, for some reason,  just being slow to save and exit. On the other hand, you would probably click the Close Now button anyhow since you want your machine to shut down and you'd lose that data regardless. You shouldn't be seeing this message at all but Vineeth's solution prevents it from bothering you.

Reese AnschultzSenior Software Quality Assurance Manager, Symantec Corporation
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Re: ccSvcHst error on shut down

Hello Reese, thanks for your reply.

I appreciate that there is a risk of losing data by forcing a program to terminate before it has finished whatever it is doing.  What I can't understand is why it's always ccSvcHst that seems to be the culprit.

Is there any reason why it should be slow in terminating?  What exactly is ccSvcHst doing at this point that takes so long to complete, and is there a risk of adversely affecting the operation of NIS if Windows forces it to terminate?

It's not exactly a new problem that just affects NIS 2010, as it's been happening to many people who have earlier releases of NIS too.  So, bearing in mind it's longish history and repeatability, has Symantec been able to replicate the problem and find a fix for it yet?

Many thanks.

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Re: ccSvcHst error on shut down


n2009user27 wrote:

Hello Reese, thanks for your reply.

I appreciate that there is a risk of losing data by forcing a program to terminate before it has finished whatever it is doing.  What I can't understand is why it's always ccSvcHst that seems to be the culprit.

Is there any reason why it should be slow in terminating?  What exactly is ccSvcHst doing at this point that takes so long to complete, and is there a risk of adversely affecting the operation of NIS if Windows forces it to terminate?

It's not exactly a new problem that just affects NIS 2010, as it's been happening to many people who have earlier releases of NIS too.  So, bearing in mind it's longish history and repeatability, has Symantec been able to replicate the problem and find a fix for it yet?

Many thanks.


There are lots of reasons why it might be slow in terminating. It realistically should never get to the second dialog about not responding during shutdown though. If it takes that long, ccSvcHst is probably hung up somewhere. Shutdown problems can be very difficult to debug though. Forcing a crash and getting a dump file would be the normal proceedure for debugging but during shutdown that can frequently be very difficult to do.

As far as finding a fix is concerned, the answer is yes and no. The two instances of ccSvcHst contain most of your Norton program's functionality. We've found and fixed issues in various different technologies but there obviously is at least one more issue somewhere.

As far as Windows terminating NIS during shutdown, there is a very small risk that it could effect NIS but you're probably safe. Besides, since it isn't shutting down, there's not much more you could do anyhow.

Reese AnschultzSenior Software Quality Assurance Manager, Symantec Corporation
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Re: ccSvcHst error on shut down

Thanks for these thoughts, Reese.

I think I'll go for Vineeth's solution and hope for the best until a possible future fix comes along.

Thanks again for your time.

Regards.

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Re: ccSvcHst error on shut down

I have two xp machines that do the same just after the update. I also noticed that if I click cancel instead of end now the computers also turn off.

Remerciements0

Re: ccSvcHst error on shut down

The ccSvcHst shutdown error is one of the symptoms of the NIS-fails-to-load properly v 17.5 bug discussed in other threads in this forum (e.g., http://community.norton.com/t5/Norton-Internet-Security-Norton/Problem-with-NIS-2010-Windows-XP-SP3-17-5-update-Urgent/td-p/193603/page/10).  If you are experiencing the shutdown error: When you first startup your PC, make sure you see the NIS icon in your system tray.  If you don't, you WILL experience the shutdown error when you shutdown, but the problem is more significant: you're probably not fully protected, and you won't be able to access the main NIS window.  (If you DO see the NIS icon in the system tray but still experience the shutdown error, you're probably experiencing something other than the problem I'm referring to.)

The NIS-fails-to-load-properly problem is intermittent--can occur on any reboot.  If you experience it, the best thing to do is to reboot again--you might have to do this a couple of times until you see the icon in the system tray.  Once you see the icon in your system tray, you're OK until the next reboot.

Symantec is well aware of this issue and working to identify the root cause and develop a fix.

Remerciements0

Re: ccSvcHst error on shut down

I noticed the same thing risanders. It is part of the same problem

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Re: ccSvcHst error on shut down

Same problem here -- ccSvcHst not responding when you try to shut down or log off. However, if you press cancel, the system shuts down/logs off.  Have not noticed NIS 2010 fail to load, but I have noticed that is seems to be loading Slowly.  It used to be among the first things to appear in the tray at login.  Latelely it is often much delayed.

I run NIS on three machines (two with XP SP3, one with Win 7).  It is only happening on one of them (one of the XP machines.)

Not sure exactly when this started, but I think it has beeen about three weeks now.

I did a complete uninstall using the removal tool, then reinstalled.  Thought it was helping, but back to the same today.  Wish I had read this thread, first, I probably would have saved my energy. Seems there is a bug in need of squashing.  Lookng forward to LiveUpdate fixing this very annoying problem.

- Chris
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Re: ccSvcHst error on shut down


rlsanders wrote:

The ccSvcHst shutdown error is one of the symptoms of the NIS-fails-to-load properly v 17.5 bug discussed in other threads in this forum (e.g., http://community.norton.com/t5/Norton-Internet-Security-Norton/Problem-with-NIS-2010-Windows-XP-SP3-17-5-update-Urgent/td-p/193603/page/10).  If you are experiencing the shutdown error: When you first startup your PC, make sure you see the NIS icon in your system tray.  If you don't, you WILL experience the

shutdown error when you shutdown, but the problem is more significant: you're probably not fully protected, and you

won't be able to access the main NIS window. 


Thanks for the link, I have been followin that thread.

Is there a post I have missed where someone links these two problems?

I am experiencing the ccSvcHst error on shutdown, but have *not* had any problems with NIS failing to load.

- Chris
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Re: ccSvcHst error on shut down

A ccSvcHst error on shutdown means that something is causing one of the two ccSvcHst processes to fail to respond properly when requested to quit by Windows.  This is a symptom with multiple possible causes.  If you're sure the NIS icon has been visible in your system tray during the same session in which you experience the ccSvcHst error on shutdown, you probably have a different problem than the NIS-fails-to-load properly v 17.5 issue that Symantec has recognized and is developing a fix for.

Remerciements0

Re: ccSvcHst error on shut down

If there are no other loading issues or performance problems, I found this Microsoft article and download very helpful in resolving this problem.

http://www.microsoft.com/downloads/details.aspx?familyid=1B286E6D-8912-4E18-B570-42470E2F3582&displaylang=en

Under certain circumstances profanity provides relief denied even to prayer.Mark Twain
Remerciements0

Re: ccSvcHst error on shut down

Well, I am now getting this as well and I now notice the NIS2010 tray icon is missing. Also, if I click on NIS2010 on the desktop it does not come up! I assume this is what you are all talking about!

If it ain't broke, fix it 'til it is!
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Re: ccSvcHst error on shut down

Well I have installed the hotfix, and the problem is not resolved. 

About half the time, when someone logs off or shuts down, the error occurrs. 

I've used the removal tool and reinstalled.  I've removed all software and one driver that was recently installed.  I've updated video drivers. Still getting the error.

Is there a way to downgrade to NIS 2009?

- Chris
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Re: ccSvcHst error on shut down

@MPSAN,

Your issue seems to be the one discussed in the following Knowledge base article:

http://www.symantec.com/norton/support/kb/web_view.jsp?wv_type=public_web&docurl=20100122121538EN

Please download and run the Hotfix.

Vineeth

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Re: ccSvcHst error on shut down

Hi n2009user27 & caa100,

Please assist us in gathering debug logs for this issue.

Before you gather the logs, please run LiveUpdate to make sure that you have the 17.5 version. Then download and run the Hotfix from the link: http://www.symantec.com/norton/support/kb/web_view.jsp?wv_type=public_web&docurl=20100122121538EN

Here is how you can collect debug logs:

1) Visit the below site:

http://www.symantec.com/norton/support/kb/web_view.jsp?wv_type=public_web&docurl=20080507162141EN

2) Make one change to the steps listed:

Step 2.6: Check all the advanced options

3) In the end, no files will be sent to Symantec automatically. You will be shown the location of the logs after you complete the form after hitting the "finish" button.

Let me know when you have the logs ready, and I'll send you the location to upload them.

Thanks!

Vineeth

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Re: ccSvcHst error on shut down

Vineeth,

Thanks so much for your instructions on creating debug logs.  Unfortunately, the timing was just a little off; I just spent the evening removing 2010 and installing 2009.

i am very sorry that I will not be able to help, at least for now.  If I have some time next weekend I will go back to 2010 and then follow your instructions to create a log file.

Again, most sorry.  I certainly could have done this today -- our timing just didnt work out.

FYI:  Reverting to 2009 seems to have solved the problem.

- Chris
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Re: ccSvcHst error on shut down

Thanks caa100,

If you get a chance to reinstall the Norton 2010 product, and if you receive the error message again, please let me know. It would be great if you can provide the log files. Timing may not be a problem. Let me know your time zone, I would be able to come online at your convenient time.

Thanks!

Vineeth

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Re: ccSvcHst error on shut down

Hi Vineeth,

I've downloaded and run the Norton Report Assistant tool (SymNRA.exe) as you suggested and have the resultant zip file.

I'm not sure if it is going to show anything though, because the error occurs when XP is trying to end all programs (so not sure if it has already terminated SymNRA by the time the "End Program - ccSvcHst" window pops up!).  I've never had the problem of the NIS icon not displaying in the system tray, so I suspect that there isn't a problem with NIS not starting properly (which seems to be a problem that some others have).

Therefore, could you confirm that the SymNRA zip file you would like me to send you is still going to help?  My concern is that it contains unencrypted information very specific to my computer setup - in particular, things like my network adapter MAC address, which I wouldn't particularly like to get into the public domain inadvertently!

Also, I generally don't like keeping programs that I've temporarily downloaded from the internet (such as SymNRA), so could you tell me if I have to do anything special to remove it now (e.g. can I just delete the C:\SymNRA folder that contains SymNRA.exe and its associated programs, or do I need to uninstall anything, including removing or resetting registry entries that SymNRA might have added or modified)?

By the way, your earlier post about changing HKEY_CURRENT_USER\Control Panel\Desktop\AutoEndTasks from 0 to 1 got rid of the ccSvcHst termination error message on shutting down, so I'm actually quite happy to run with that solution until such time as Symantec find a fix for the problem.

Regards.

Remerciements0

Re: ccSvcHst error on shut down

Hi n2009user27,

Were you able to reproduce the issue when you ran the SymNRA tool? If not, we will change the value of AutoEndTasks and reproduce the issue. That would give us the necessary information.

You can just delete the SymNRA file when we have the log files.

The SymNRA tool does not collect any personal information. No need to worry about it.

Thanks a lot for responding to my message and collecting the log files. I am looking forward for your reply.

Thanks!

Vineeth

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Re: ccSvcHst error on shut down

Hi Vineeth,

I changed the value of AutoEndTasks back to 0 before running SymNRA, so the ccSvcHst error message came up when shutting down the pc.

My point was whether or not SymNRA would have logged the problem anyway, as Windows XP might have terminated SymNRA before it said that it couldn't terminate ccSvcHst.  That is, the problem does not occur during a normal session (when SymNRA is presumably collecting data in the background), but only when I close the pc down, and I'm not sure when SymNRA stops running during the normal computer shut-down sequence.  That is, if XP terminates SymNRA before it tries to terminate ccSvcHst, then SymNRA might not have been able to log the fact that ccSvcHst did not terminate.

Hope this makes sense.

Let me know if you still want the SymNRA zip file.

Regards.

Remerciements0

Re: ccSvcHst error on shut down

I've never had any luck with the multiple Restarts (XP SP3+updates) but very occasionally the "Cancel" might work. Must be timing somehow maybe; dunno but it usually doesn't work here.

I offer the following as an FYI for anyone going through these same issues in the hopes it may somehow help them:

FWIW, I have an e-mail this AM from Technical Support  that the issue has been elevated to the research team and I should be receiving a followup call within 24 to 48 hours. No idea what that really means but if there is anything positive as an outcome i'll post back about it.  

   In my case, re-installing NIS always works and gets it back to functioning for a day or so.

So far I -seem- to have gotten the problem fixed but it needs more time to be sure. Working on the premise at the time that it was conflicting with another program, I uninstalled WallWatcher1, no help, then MalwareBytes, that seemed to stop it. I then ran SuperAntiSpyware three successive times in a row and it found a trojan (I've lost the name) that no other app including Norton found, and removed it.

   Previously I was getting the failure of NIS to load properly every other or every second day. So far this is 4 days and counting without the problem but I think it needs longer to prove it might actually be fixed. I'm aiming for 7 to 8 days before I say I suspect it's fixed.

   My PC starts automatically every day at a specific time so there is always at least one Restart every 24 hours with it. NIS of course had me doing Restarts a lot more often now since that's the point at which the faulty load is first noticeable (no icon in the system tray). 

A few posts seem to indicate that the ccSvcHst error only occurs when NIS fails to load properly in the first place. AFAICT when NIS fails to load properly you also don't get its icon in the System Tray.  BUT ... I AM seeing the ccSvcHst error even when NIS has properly loaded and display the icon with the checkmark in the tray. Looking at it with WinPatrol, it is indeed a Norton-related application that's failing, so I'm fairly sure it's not an unrelated error.  Sometimes there will be TWO instances of the same error in memory, with the same exact error problem. I -think- but am not sure that, those times were preceded by an attempt to end the task, which failed.

I'll post back if I get anything definite,

Tom

PS One of the chat techs suggested that I go back and chat with them while leaving the faulty NIS unfixed & unre-installed. He was quite adamant that I not install the IE8 firewall or AVG for interim protection. I refused to do so and haven't been back for Chat since. IMO that was bad advice and they were asking me to go online for the long periods of time Chat takes without any firewall or AV protection. I will not do that. And I don't believe others should either; it's rather foolhardy.

   The tech's name was MAR(something). I saved teh chat and could look it up if it were needed.

Regards,

Twayne`


  

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Re: ccSvcHst error on shut down

n2009user27,

 

I have sent a message to you over the community Private Messenger system. Please look for the yellow envelope icon ( ) in the upper right hand corner of any community page.

 

Vineeth--

Remerciements0

Re: ccSvcHst error on shut down

Hi Vineeth,

I've uploaded the SymNRA log file - see your PMs.

Regards.

Remerciements0

Re: ccSvcHst error on shut down

Twayne,

Same experience here:

  • Shutdown error occurs even if NIS is running during the session and appears in the tray
  • Removed all software/drivers that were added to my system in the weeks before the shutdown error arrived.  No dice. 
  • Using Removal tool and reinstall did not help - problem cropped back up within one day
  • The new hotfix did not help

What worked for me was reverting to NIS 2009. 

I plan to go back to 2010 this weekend so I can help out by generating some log files.  (I am a little worried with all this removal and reinstallation that I may have trouble activating.)

Chris

- Chris
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Re: ccSvcHst error on shut down

n2009user27 / Twayne,

Have either of you managed to get the shutdown problem resolved? I still have the problem machine downgraded to NIS 2009, which works fine.

- Chris

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