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Kudos3 Stats

Computer is frozen after latest update

Hello! My windows 7 computer is frozen after latest today updates. I used NRnR, everything OK. But when I launched live update - computer was frozen again. I reinstalled norton security and turned live update off but I need a solution. What is the problem?

Respostas

Kudos0

Re: Computer is frozen after latest update

Do you have any other anti-virus/anti-malware programs running? Have you recently downloaded and installed something that could cause such issue? Have you used Norton removal tool to completely uninstall Norton? Did you have newest Norton version prior to the update? Can you try downloading and running a fresh Norton install?

Keep me updated on the progress!

Kudos0

Re: Computer is frozen after latest update

I have no any other anti-virus programs. Yesterday I installed only adobe flash player update and java update.

Yes, I used Norton remove and reinstall tool downloaded from Norton. I think that I have the latest version of my Norton - 22.10.0.85.

Do you recommend to uninstall norton manualy and install it again manually?

Kudos0

Re: Computer is frozen after latest update

I recommend uninstalling adobe flash player as that will soon be useless :) Manually is probably not going to work. Norton is system level application including series of registries. You can try the following: Restart your PC in "Safe mode with networking", use Norton removal tool, afterward Restart your PC in "Safe mode with networking" again, download the latest version of software from their website, restart PC in normal mode and see if it works then.

Kudos0

Re: Computer is frozen after latest update

Hi @John MV,

Thanks for reporting an issue in Norton Community Forums. Our team aware about this issue and working on it. Could you please help us with Full Memory dump for investigation? I have sent you a private message with instructions for log collection and upload.  Thanks

Sunil_GA | Norton Forums Administrator | Symantec Corporation
Kudos0

Re: Computer is frozen after latest update

I too have had the same problem so it is not isolated, installed nothing new, turned off pc last working fine, turned on this morning so it can do its updates in peace, refused to work until I uninstalled norton.security deluxe.

Kudos0

Re: Computer is frozen after latest update

Hi @wotme, Could you please provide Operating system details? Are you still facing this issue with latest LiveUpdates? 

Sunil_GA | Norton Forums Administrator | Symantec Corporation
Kudos0

Re: Computer is frozen after latest update

I'm a computer Engineer and the phone has gone mad today. All the users with problems are running Norton Internet Security on Windows 7 with the latest Norton update causing the problem. Uninstalling Norton using the NRnR program fixes it until it then does the latest Norton Live update which breaks it again. Have been running System Restore, NRnR all day fixing the problem, then installing Microsoft Security Essentials to keep customers protected until Norton sort their faulty update out. Very disappointed again with the lack of testing after this happened about 5 years ago with Norton.

Kudos0

Re: Computer is frozen after latest update

yes I uninstalled norton completely and had to install avg free :/

operating details? like cpu etc

System Information report written at: 08/03/17 13:54:29
System Name: 
[System Summary]

Item    Value    
OS Name    Microsoft Windows 7 Home Premium    
Version    6.1.7601 Service Pack 1 Build 7601    
Other OS Description     Not Available    
OS Manufacturer    Microsoft Corporation    
System Name    
System Manufacturer    To Be Filled By O.E.M.    
System Model    To Be Filled By O.E.M.    
System Type    x64-based PC    
Processor    Intel(R) Core(TM) i7-2600K CPU @ 3.40GHz, 3401 Mhz, 4 Core(s), 8 Logical Processor(s)    
BIOS Version/Date    American Megatrends Inc. P1.10, 03/03/2011    
SMBIOS Version    2.7    
Windows Directory    C:\Windows    
System Directory    C:\Windows\system32    
Boot Device    \Device\HarddiskVolume1    
  
Hardware Abstraction Layer    Version = "6.1.7601.17514"    

  
Installed Physical Memory (RAM)    8.00 GB    
Total Physical Memory    7.98 GB    
Available Physical Memory    5.58 GB    
Total Virtual Memory    16.0 GB    
Available Virtual Memory    13.2 GB    
Page File Space    7.98 GB    
Page File    C:\pagefile.sys   

Kudos0

Re: Computer is frozen after latest update

The temporary solution is to reinstall Norton and turn liveupdate off. I hope that the Norton team will solve the problem soon.

Kudos1 Stats

Re: Computer is frozen after latest update

I did a manual Norton update this morning on my Win 7 PC and it promptly froze everything. After uninstaliing was ok, after reinstall was frozen again. So I've uninstalled and gone over to AVG. Cost me several hours and an IT guy in my house for 2 hours. Not happy.

Kudos0

Re: Computer is frozen after latest update

hope that's what you meant lol

Kudos1 Stats

Re: Computer is frozen after latest update

I experienced the same problem. After an update my Win 7 system completely froze. Did a Remove Only with NRnR and everything worked again. Downloaded the latest installer and tried a new install. Norton starts, but randomly disappears/reappears from the taskbar. The interface cannot be opened, it causes a freeze of the system.
When I opened Task Manager, I noticed NAV.exe processes appearing and disappearing. I tested by starting NAV directly and was able to start up to 8 running NAV processes simultaneously ! The interface executable a couple of times as well.
I also have the latest NAV running on a Win 8.1 laptop. No apparent problems...

This has already cost me over 6 hours trying to get this to work (and I'm reasonably tech-savvy). It's incredibly frustrating. That such an essential piece of software is performing this flawed, has reduced my confidence in Norton to just above the freezing point.
 

Kudos0

Re: Computer is frozen after latest update

I have been in touch with four Norton representatives today who have all failed to correct this error. I don't mind this, despite it taking hours, but then I am being asked if I think Norton is causing the problem! Yes, yes, yes!!! I even asked in my chat if this was a general issue with Norton and was ignored, then I find this thread... Very annoying, particularly as I have recently renewed and Norton isn't cheap.

Kudos0

Re: Computer is frozen after latest update

I had this problem with my laptop running Vista, I have since uninstalled Norton until its fixed as it hangs before i get a chance to turn off live update.  I also have a Win 7 pc which i haven't turned on yet today to prevent the corruption occurring.  Have you identified the problem yet?

Kudos0

Re: Computer is frozen after latest update

Can Norton Please advise us when the update problem is solved ????

My Customers are waiting for an answer. When I call to find out the status the last tech was not even aware of the problem!!!

Kudos0

Re: Computer is frozen after latest update

Exactly the same problem here in france. 6 computers with norton and windows 7.

The only thing to do is uninstall Norton in safe mode. And than every things work normaly.

Kudos0

Re: Computer is frozen after latest update

Hi, everything seems to be OK now. I have just updated, all updates have been installed and applied successfully, no more updates available. Computer is running normally. I think that the problem is solved for me. But probably Norton team representatives will add any comments.

Accepted Solution
Kudos2 Stats

Re: Computer is frozen after latest update

Hi Everyone,

Sorry for the trouble caused. We have released an updated definitions via LiveUpdate to fix "Windows 7 system freeze with recent updates" issue. Please let us know if you are still facing system freeze issue with all the updates applied. Thanks

Sunil_GA | Norton Forums Administrator | Symantec Corporation
Kudos1 Stats

Re: Computer is frozen after latest update

I have just tried to reinstall on my Vista laptop and it hung again at the end while validating license. Same as before when I reinstalled. So not fixed for Vista. Not tried Win 7 yet

Kudos0

Re: Computer is frozen after latest update

I have the same problem with Windows Vista Business 32-Bit. I have removed from PC.

My windows 10 Pro 64-Bit is working fine.

Kudos0

Re: Computer is frozen after latest update

This problem has caused a sh*tstorm - 17 computers and counting .......

your support centre maintains the updates don't cause problems - have wasted an entire day and a lot of money before i got to this post!!!

Kudos1 Stats

Re: Computer is frozen after latest update

Same problems here with windows 7 and 360 although tablet with windows 8.1 works fine.

The 7 freezes after few minutes of restarting the computer but not always. It seems some times norton tries to work and then freezes the computer but then when it doesnt work windows works fine.
In task bar there were five instances of n360 but in services it was stopped, till i try to start it then the whole windows froze again.
I unistall and reinstall with Nrnr dint help at all. I deleted cleaned the register as i was instructed and downloaded and  run the latest version , but was no better. I tried to open the interface but never managed since the problems begun.
Very frustrating. At least a bit of solace that im not the only one and i hope they will do something about it soon.

I ll have to unistall it and find a way to know when they will fix an update.

Kudos0

Re: Computer is frozen after latest update

I can confirm the problem with Windows 7 Home Premium 32 bit and Norton Security Standard, version 22.10.0.85. And I would like to thank all the contributors of this thread as they confirm that one is not alone with these troubles. And thanks to Sunil_GA from Norton too for admitting that it is indeed an issue caused by the Norton software. Even before finding this thread I had uninstalled Norton. So at the moment I cannot judge if any further update had fixed the problem. I would prefer to wait with a reinstalling until it is sure that a reliable solution is found.
Kudos1 Stats

Re: Computer is frozen after latest update

"updated definitions via LiveUpdate to fix "Windows 7 system freeze with recent updates" issue"

Above will only work if your Norton Security AV product is working. A updated product version with the patch for download would be the best for those that are not able to launch LiveUpdate

Basically by the time my Norton Security AV with BackUp which is the usbu.exe file is fully loaded your screen freezes and you are hooped. From there you are back into the time consuming cycle of reboot and using NRnR.

The freeze issue was easy to find as in Process Explorer you could track the usbu.exe file  and once it hit the top of the CPU Resources column your screen froze. After that it was finding what was the trick to work around it or some luck to get the Norton product to load without freezing.

I tried loading without the Norton Security AV product launching by not letting my OS load the usbu.exe file. Easy to do but you can't run LiveUpdate. In the end, luck was the only way to get the Norton Security AV product installed and updated.  To do that, I had to hover over the desktop tray and right click on the Norton Security AV products tray icon and launch LiveUpdate. Took hours of practice to be able to get the timing on my 2 pcs to be able to launch LiveUpdate.

Right now, I'd hate to be an IT Pro who has more than 2 pcs as the pressure from the office would be one of those bite the finger nails, drink Dr. Pepper and eat Pizza at the workstation moments.

I trust Norton to get the job done but sooner than later and make the fix easy to do after everyone is notified as a patch in LiveUpdate is only going to work if you are lucky.

Cheers,
Neil
Vancouver, BC
Win7Pro SP1 Build 7601
Norton Security AV with BackUp
Symantec/Norton User since 1990

 

Kudos0

Re: Computer is frozen after latest update

Like wise my machine was on overnight it auto updated after auto backup then locked only runs if I remove Norton 360 definitely a buggy update causes screen to freeze if you try to open 360 then requires hard reset to reboot
Kudos1 Stats

Re: Computer is frozen after latest update

Hi @Old Core,

When you reinstall Norton(Fresh Download from Norton Account) and update with latest definitions by running LiveUpdate should fix this issue. Please try reinstall and let us know the issue status. Thanks

Sunil_GA | Norton Forums Administrator | Symantec Corporation
Kudos0

Re: Computer is frozen after latest update

What disappoints me most (apart from Norton releasing an obviously untested update which has caused loads of computer downtime) is Norton's complete lack of communicating the problem to their users. Have they notified people on their homepage or stickied it to their help forums - no, instead they expect customers to do a search through the community forums for a solution. Shame on you Norton.

Kudos0

Re: Computer is frozen after latest update

Hi @Old Core,

When you reinstall Norton(Fresh Download from Norton Account) and update with latest definitions by running LiveUpdate should fix this issue. Please try reinstall and let us know the issue status. Thanks

I tried this yesterday when you said it had been fixed, but my reinstall hangs before I get a chance to run the LiveUpdate?!

Kudos0

Re: Computer is frozen after latest update

Same here.

I thought my computer broke. Tested RAM, HDD, System Restore etc. (Windows 7 SP1, 32bit, English language, location Greece).

On Event Viewer (3 August 2017) there are errors:  "LoadPerf", "service WmiApRpl", Event 3011, 3012.

I don't know if they are related.

I had to uninstall and reinstall the newest version of Norton, more than once. It works for know.

My previous subscription key also, IT DOESN'T WORK any more.

[I had (and I was always updating) Norton Internet Security. Now I do have Norton Security].

Please provide me with a new, working subscription key.

Kudos1 Stats

Re: Computer is frozen after latest update

Offering a patch via an application, when that application can't be launched because the application itself needs that patch is also undoubtedly the subject of a Dilbert comic.
Way to go Norton, funny stuff.

Either offer the patch as a separate download or offer new versions. This obviously isn't working.

Kudos0

Re: Computer is frozen after latest update

Do tech support had made aware of this problem??

Got same problem 3 day ago, they tried cleaning computer and force win updates !!

Today finally I realized the problem, and had tech support uninstall Norton.

Not even now, tech support made no connection between frozen computer and Norton

Kudos0

Re: Computer is frozen after latest update

Ia there an update/fix to this issue?

I have uninstalled and re-installed several times on my Vista PC  hoping that the update problem has been resolved.

When the installation restarts, I can start Norton Update, It downloads 14 updates and then gets stuck on the install of these updates. I left it for 3 hours to no avail. I tried cancelling the update but after several hours of no access  (ie The system just goes into a loop and won't respond.) i did a hard boot by turning off the computer.

Originally when I had the problem the updates completed but locked up on the cleanup,

This has been going on since late Wednesday.(Aug 2, 2017)

Kudos0

Re: Computer is frozen after latest update

We have to wait for the response. Apparently, there were some issues related to their update system in general, which caused a lot of users to not be able to complete it. I am sure it will be solved within a reasonable margin of time.

Kudos1 Stats

Re: Computer is frozen after latest update

Yes they know and have admitted it's their fault but are hiding the fact for some stupid reason leading to more of their customers suffering from the problem. Personally I think it's counter productive as we're a lot less likely to use them again if they've hidden the fact it's their bad update causing the issue
Kudos0

Re: Computer is frozen after latest update

Chris Tomka:

I have uninstalled and re-installed several times on my Vista PC  hoping that the update problem has been resolved.

When the installation restarts, I can start Norton Update, It downloads 14 updates and then gets stuck on the install of these updates....

Hi Chris Tomka:

Have you recently uninstalled Norton from the Control Panel, re-booted and then installed with a fresh installer downloaded from your Norton Account (https://my.norton.com/account/subscriptions) as Symantec employee Sunil_GA suggested <here>?

Norton just posted new v22.10.0.85 installers on their download servers in the past day or so that should fix the problem and avoid another freeze when you run a manual LiveUpdate to apply the latest definitions.  If you are using a v22.9.3.13 or older installer one of your LiveUpdates could re-apply the buggy patch and cause your Win 7 SP1 system to freeze again.
------------
32-bit Vista Home Premium SP2 * Firefox ESR v52.2.1 * NS Premium v22.10.0.85 * MB v3.1.2

Kudos0

Re: Computer is frozen after latest update

[...] and then installed with a fresh installer downloaded from your Norton Account

Hello Imacri,

does this mean that all my old settings for Norton (which should be kept after uninstalling Norton because of the freezing) will be lost with the new installtion?

Kudos0

Re: Computer is frozen after latest update

Peter_2:

does this mean that all my old settings for Norton (which should be kept after uninstalling Norton because of the freezing) will be lost with the new installtion?

Hi Peter_2:

If you uninstall first from the Control Panel you will be presented with the two options shown below.  Choose I plan to reinstall a Norton product.  Please leave my settings behind to keep your current settings.  It's always a good idea to go through your settings after reinstalling, however, to ensure your customized settings haven't been changed.

If you haven't uninstalled Norton yet, the Norton Remove and Reinstall (NRnR) tool at www.norton.com/nrnr should automatically uninstall and reinstall your product using the latest available installer.  I haven't used this tool lately (I usually perform a complete wipe of my old installation when I require a reinstall) but I believe the NRnR tool will also leave most of your current settings intact.
------------
32-bit Vista Home Premium SP2 * Firefox ESR v52.2.1 * NS Premium v22.10.0.85 * MB v3.1.2

Kudos0

Re: Computer is frozen after latest update

I see. So as I chose the option you mention when uninstalling Norton ("I plan to reinstall a Norton product. Please leave my settings behind"), my settings should be kept. Thanks for the quick reply, Imacri. :-)
Kudos0

Re: Computer is frozen after latest update

This Method solved my problem.

I went to Norton site  and deleted my Computer from the site, send an email to myself to allow me to reinstall, used Control Panel to uninstall, rebooted, accessed the email and went through the process to download and install Norton Security. (I had to do it twice but second time worked),

Unfortunately it took me three days to get it working. I have been alternating this method with NRnR method.

I am now a happy camper!  Problem solved and no longer any freezes for today,

Kudos0

Re: Computer is frozen after latest update

Solid reinstall saves the day. I am still curious as to the reasons of the freezing, since reinstalling Norton helped, could be something to do with systems configuration? Maybe certain applications? Let us hope that this wasn't a temporary solution.

Kudos0

Re: Computer is frozen after latest update

@ lmacri

" Norton just posted new v22.10.0.85 installers on their download servers in the past day or so that should fix the problem and avoid another freeze when you run a manual LiveUpdate to apply the latest definitions. "

This is definitely NOT the case for Norton Antivirus (NAV) installers. These are still the exact same files, still cause freezes and Live Update therefor still refuses to run !

Kudos0

Re: Computer is frozen after latest update

Tompidompi:

This is definitely NOT the case for Norton Antivirus (NAV) installers. These are still the exact same files...

Hi Tompidompi:

What region do you live in, and what installer are you offered from the  download link www.norton.com/latestnav?  I'm located in Canada, and that link downloads the latest v22.10.0.85 NAV offline English (EN) installer named NAV-ESD-Def-22.10.0.85-EN.exe.  Note that this is the download link for the older product line of Norton Antivirus from the same era as NIS/N360 - I'm not certain if the new Norton AntiVirus Basic product advertised <here> needs a different offline installer.

Also, were you using the Norton Remove and Reinstall (NRnR) tool to reinstall your product, or did you uninstall first from the Control Panel and then sign in to your Norton Account at https://my.norton.com/account/subscriptions and use the yellow Download button from My Subscriptions?

------------
32-bit Vista Home Premium SP2 * Firefox ESR v52.2.1 * NS Premium v22.10.0.85 * MB v3.1.2

Kudos0

Re: Computer is frozen after latest update

I tried the latest v22.10.0.85  on my windows 7 pro first with Nrnr then completely unistalling it cleaning the register and reinstalling it.

In any case the computer still freezes.

Kudos0

Re: Computer is frozen after latest update

@ lmacri, Ok, thanks for the response.

Apparently the file download from www.norton.com/latestnav is different from the download via the subscription download, even though they have the exact same name.

So, by using NRnR (Remove Only) and then installing the version from www.norton.com/latestnav, it does work. Glad it's finally (somewhat) sorted. Thanks again.

Kudos1 Stats

Re: Computer is frozen after latest update

Tompidompi:

Apparently the file download from www.norton.com/latestnav is different from the download via the subscription download, even though they have the exact same name...

So, by using NRnR (Remove Only) and then installing the version from www.norton.com/latestnav, it does work.

The Download button in your Norton Account downloads a small stub installer that manages both the download and installation of all required files. The stub installer shouldn't be downloading an older version of Norton (unless the latest installers haven't been posted to download servers in certain regions yet), but here are download links for the full (~ 250 MB) offline installers if anyone would like to try uninstalling manually from the Control Panel, re-booting and then re-installing with the offline installer.  Just make sure you're offered a v22.10.0.85 installer with the correct language (e.g., EN = English, IT = Italian, etc.) for your region.

NAV :  www.norton.com/latestnav
NIS  :   www.norton.com/latestnis
N360 (standard) : www.norton.com/latestn360   (comes with 2 GB offline storage)
N360 Premium :   www.norton.com/latestn360p (comes with 25 GB offline storage)
Norton Security Standard or Deluxe: www.norton.com/latestns     (no Norton Backup)
Norton Security Premium :  www.norton.com/latestnsbu (comes with Norton Backup)

As Tompidompi noted, you can perform a thorough wipe of your Norton installation by running the NRnR tool in Remove Only mode (Advanced Options | Remove Only | Remove) as instructed at www.norton.com/nrt, even after you've uninstalled from the Control Panel.  If you see a pop-up with instructions for re-installing Norton after your system re-boots just close the pop-up and use the offline installer instead.  Note the warning at the top of those instructions that other Norton products like Norton Family can be removed when the NRnR tool is run in Remove Only mode.
------------
32-bit Vista Home Premium SP2 * Firefox ESR v52.2.1 * NS Premium v22.10.0.85 * MB v3.1.2

Kudos0

Re: Computer is frozen after latest update

The Download button in your Norton Account downloads a small stub installer that manages both the download and installation of all required files.

Is this a file called "NortonNSDownloader.exe" (version 5.10.0.41)? That's what I got two days ago when downloading from my account. (Until now I did not execute the file.)

As Tompidompi noted, you can perform a thorough wipe of your Norton installation by running the NRnR tool in Remove Only mode (Advanced Options | Remove Only | Remove) as instructed at www.norton.com/nrt, even after you've uninstalled from the Control Panel.

But this means that my former settings will be lost. Correct?

Kudos0

Re: Computer is frozen after latest update

Hey guys

Are you running a free Norton product ?

Do you feel that a payed product require a support from provider?

I just had uninstall Norton for the same reason.

Tech support did not look to be aware of the problem and of course sure to fix the problem.

This is not a Microsoft free product that we are using on our risk

Kudos0

Re: Computer is frozen after latest update

Peter_2:
The Download button in your Norton Account downloads a small stub installer that manages both the download and installation of all required files.

Is this a file called "NortonNSDownloader.exe" (version 5.10.0.41)? That's what I got two days ago when downloading from my account.

Hi Peter_2:

Yes, that looks like the filename for one of these small stub installers.

...you can perform a thorough wipe of your Norton installation by running the NRnR tool in Remove Only mode (Advanced Options | Remove Only | Remove) as instructed at www.norton.com/nrt, even after you've uninstalled from the Control Panel.

But this means that my former settings will be lost. Correct?

 I'm not 100% certain (the last time I used the NRnR tool in Remove Only mode it left behind a few entries in the Windows registry as well as some stray files in C:\ProgramData\Norton on my machine) but yes, you should assume that you will lose your custom settings if you run the tool in advanced Remove Only mode.
------------
32-bit Vista Home Premium SP2 * Firefox ESR v52.2.1 * NS Premium v22.10.0.85 * MB v3.1.2

Kudos0

Re: Computer is frozen after latest update

Had enough of losing time and money.  Is there any sign that Norton will provide a tested and guaranteed way to reinstall NS on Windows 7?

Thanks to the community for posting info.... but seriously we've actually paid Norton to put our computers out of action.

Is anyone else demanding compensation?  What a joke...

Kudos1 Stats

Re: Computer is frozen after latest update

Well, we actually do not demand compensation. Reasons? Because it is most likely our and not their error. Even if it was their mistake, they do address it fairly quickly and on top of that provide solutions to us. You have to be reasonable, it happens. No software will work 100% you have to understand that. 

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