NTVDM CPU error and Symantec Autofix

G

Guest

I recently updated Norton antivirus. Since the update the Norton Live Update
has ceased to work, and the solution from Symantec has been to use their
online diagnostic system Autofix. Whenever I try to run any of their online
programmes to fix (hopefully) my problem I get the "NTVDM CPU has encountered
an illegal instruction" error. I have tried some solutions suggested in these
forums, namely check that command.com works (it does), delete and recreate
ntvdm.exe and wowexec.exe (no help) and run sfc.exe (no problems that I could
determine). Symantec tech support says it is a Windows problem, so if anyone
here has any ides what else I could try I'd be very grateful.
Thanks in advance
Dave
 
G

Guest

Brian, thanks for the speedy reply, and sorry if this is a dumb question but
from the article you suggested it says
"Problem Diagnosis
To diagnose your problem: 1. Start System Configuration Editor (Sysedit.exe).
If this program starts correctly, then there is not an issue with either the
NTVDM or the Windows on Windows subsystem. "
Well, sysedit.exe runs fine on my PC, so does this mean that everything on
my machine is OK and the problem is with the Symantec online programmes?
Thanks again for your help
Dave
 
D

DL

Often with Syamantec AV problems the only way to cure is to completely
remove, as per web site instructions, run their clean up utility, then
reinstall.
 
B

Brian A.

I personally wouldn't bank on it. I'd try at the least all of the
diagnosis tests to be sure.

Even though I have and still do recommend Symantec's online support
assistant, I don't bank on it either. My money is on another Symantec
update causing havoc. They had an update about six months ago that ran a
quick DOS window, which promptly put a big bolt in the teeth of small gears
which ground their application to a halt.

If it's live update you're having trouble with it may have become
corrupted, I see they are having an issue with it.
http://service1.symantec.com/SUPPOR...60063d08c?OpenDocument&src=bar_sch_nam&seg=ag

or: http://snipurl.com/oiv5

Personally I wouldn't bother with trying to install it over the net as
they suggest in the above article.
Download/install the newest LiveUpdate and run it from your desktop.
http://service1.symantec.com/SUPPOR...038229&dtype=&prod=&ver=&osv=&osv_lvl=&seg=ag

or: http://snipurl.com/oiva

--

Brian A. Sesko { MS MVP_Shell/User }
Conflicts start where information lacks.
http://basconotw.mvps.org/

Suggested posting do's/don'ts: http://www.dts-l.org/goodpost.htm
How to ask a question: http://support.microsoft.com/kb/555375
 
G

Guest

Thanks for the suggestions guys.
I had already tried updating LIve Update but the autoinstall option gives
the NTVDM error and the link to manually download Live Update gives an "URL
could not be retrieved" error!
It looks like the uninstall/reinstall option might be the way to go but I
don't have a good feeling that it will fix the problem.
I'll let you know how I get on
Dave
 
B

Brian A.

I'll download it and put it on a web page for you to get it from, give me
2 secs.
Done deal, I already had it there:
http://basconotw.mvps.org/dwnlds.htm

Here's the instructs:
Save the file to the Windows desktop.
After the download finishes, double-click the lusetup.exe icon on the
desktop to install LiveUpdate.
Start you Norton program.
Click the LiveUpdate button to run LiveUpdate.
Restart your computer.

--

Brian A. Sesko { MS MVP_Shell/User }
Conflicts start where information lacks.
http://basconotw.mvps.org/

Suggested posting do's/don'ts: http://www.dts-l.org/goodpost.htm
How to ask a question: http://support.microsoft.com/kb/555375
 
G

Guest

Thanks Brian but I managed to download it from Symantec on another PC and
copied it over to my home one - It did't fix the problem however.
I was going (again) through the troubleshooting info sheet you suggested in
your first post. One of the suggestions there is to check the path setting in
the environment section and ensure that it is the same as the default setting
off the CD. My path reads
C:\Program Files\Common Files\Ulead Systems\MPEG
which I'm guessing isn't the default setting, but I'm happy to admit I am
now well outside my comfort zone in changing settings which I don'y fully
understand. Should I change this, and if so to what?
I don't know if it is relevant, but my version of XP was an upgrade from
Windows ME
Thanks again for all the help
Dave
 
G

Guest

I started sysedit.exe which started correctly (? means I shouldn't have a
problem)
I ran command.com and then edit.com which also started correctly (? suggests
NTVDM works)
Next step was to delete NTVDM but I had already done that so I didn't do it
again.
I checked autoexec.nt and config.nt - I changed "files=40" to "files=20"
(suggested by Troubleshooting MS-DOS based programs in Windows XP article).
autoexec.nt had some extra lines imported from Windows ME but otherwise had
only the default values suggested in the article. When I tried putting REM
before the lines from Windows ME (which related to the temp file) I couldn't
run the Autofix from the Symantec site (because it runs it's programs from
the temp file I think) so I changed things back and kept it as it was
originally.
I then checked the environment variables
Under user variables for path it says
C:\Program Files\Common Files\Ulead Systems\MPEG
Under system variables it says
C:\WINDOWS\system 32; C:|WINDOWS;...
When I click edit to see what else is on that line I get "C:\Program
Files\Common Files\Ulead Systems\MPEG" again
That's where I stopped as the article says to " ensure that the path is the
same as the default path off the CD" and as I said in my last post, I really
have no idea what the default is.
Thanks for taking the time to try and sort this out.
Dave
Dave
 
B

Brian A.

Ok now adeldave, let's take a step back now that I got 5 winks and took
another look-see at the thread.

First off thankyou for the detail, buuuut, always has to be one involved.
In your prior response you mentioned:
<quote>
I don't know if it is relevant, but my version of XP was an upgrade from
Windows ME
</quote>

In my opinion after shuteye and your mention again of ME which triggered
a switch, YES if Symantec is involved. From this threads first post by you
to the present last response, Norton LU appears to be the only issue,
otherwise everything else appears to run fine.

Now the big Q: Was the/a Symantec application installed when you
upgraded from ME to XP? If it was installed and never
uninstalled/re-installed from one OS to the other, we'll stop right now
with continuing anything other than uninstalling/reinstalling the Sym
application. My top dollar bet is that LU is still linked to ME encrypted
deep in the registry, hence the reason for the error when you attempt to
update or use their online support assistant. Your best chance at stomping
out a better portion in the registry is to use the uninstall tools
following the articles that accompany them provided by Symantec. Since
Symantec isn't for the past few years making it easier for user support
site navigation, I had created a dedicated Symantec page a bit back solely
to help users ease out of the pain and turmoil of searching for the
articles and tools.

Click the link below my sig, you can't miss seeing Symantec on the menu.
If you have any issues with anything, anywhere on the site, please inform
me so I can promptly rectify it . Keep me in the know of the good, bad and
ugly during your venture.


--

Brian A. Sesko { MS MVP_Shell/User }
Conflicts start where information lacks.
http://basconotw.mvps.org/

Suggested posting do's/don'ts: http://www.dts-l.org/goodpost.htm
How to ask a question: http://support.microsoft.com/kb/555375
 
G

Guest

Brian,
I upgraded from ME to XP a couple of years ago, so I can't remember whether
NAV was installed at that point or not. In any event I uninstalled all
Symantec software (using add/remove programmes followed by the Norton
uninstall tools) and reinstalled. Alas, Live Update still doesn't work even
after upgrading to the latest version.
As you said in your post, I kind of have two problems - the fact that Live
Update doesn't work is something I have taken up with Symantec Tech support,
but their answer is to use their online automated fix. The other problem I
have is that this online feature gives the NTVDM CPU error, and Symantec say
that makes it a Windows problem i.e. they would be able to fix it if only I
could use the online help .
I have to say that I'm not too impressed that they only seem to have the one
option to fix Live Update, and would have thought they could have come up
with a "Plan B".
It looks like I will just have to try for a refund and get an alternative
antivirus.
Thanks for all your help
Dave
 
B

Brian A.

adeldave said:
Brian,
I upgraded from ME to XP a couple of years ago, so I can't remember
whether
NAV was installed at that point or not.
Click to expand...

Ok, that takes it out of the equation.

In any event I uninstalled all
Symantec software (using add/remove programmes followed by the Norton
uninstall tools) and reinstalled. Alas, Live Update still doesn't work
even
after upgrading to the latest version.
Click to expand...

Have you ever upgraded before? I ask this only to see if you are aware
that any prior version installed must be removed before installing a newer
version. This also includes removing LiveReg and LU from Add/Remove
Programs in CP. Uninstalling the LR and LU is one issue I never could
understand why they wouldn't/couldn't code properly to leave them installed
and update their info on any new upgrade. To this day I have never seen
any of their uninstalls via Add/Remove or Tools uninstall them. The major
problem with removing them is if other Symantec apps are installed that use
them, such as PCAnywhere and/or Ghost, LR and LU are killed for the other
apps.

That brings me back to the upgrade Q above.
If at any time you installed a newer version without removing any/all
prior version/s including LR and LU which are left installed and present in
A/R, it will cause conflicts. You may need to use the removal tool for the
latest version installed first, then use the tool for any version that was
previously installed. This means running each tool for prior versions in
the reverse order of which they were installed. Ex: Remove 2006, then
2005, then 2004, etc.
Take note that newer versions, I believe starting in 03, are bundled as 1
in the tools. I haven't used a newer tool so I don't know if it restarts
to remove a prior version each time a newer ones is uninstalled, or if it
completes the job in one run.
As you said in your post, I kind of have two problems - the fact that
Live
Update doesn't work is something I have taken up with Symantec Tech
support,
but their answer is to use their online automated fix. The other problem
I
have is that this online feature gives the NTVDM CPU error, and Symantec
say
that makes it a Windows problem i.e. they would be able to fix it if only
I
could use the online help .
Click to expand...

Do me a flavor, run LU and if/when it fails post the entire message for
each failure shown in the LU windows lower section. You'll need to expand
each category in the upper section and click each item listed to see the
message for each in the lower section. The messages have error numbers in
them that may aid in getting to the proper article to resolve the issue.
I have to say that I'm not too impressed that they only seem to have the
one
option to fix Live Update, and would have thought they could have come up
with a "Plan B".
Click to expand...

Diddo to that although they have 4 options:
Online Support Assistant/Autofix:
https://www-secure.symantec.com/techsupp/asa/index.jsp

Online automatic LU version check, remove and install:
http://service1.symantec.com/SUPPOR...60063d08c?OpenDocument&src=bar_sch_nam&seg=ag

or: http://snipurl.com/oiv5

Maunual LU download/install.

Uninstall/reinstall application which many are now only doing the first
part of.
It looks like I will just have to try for a refund and get an alternative
antivirus.
Click to expand...

If you do, get a paid version. Many others suggest free versions which
in IMHO are sub-par and you get what you pay for.

--

Brian A. Sesko { MS MVP_Shell/User }
Conflicts start where information lacks.
http://basconotw.mvps.org/

Suggested posting do's/don'ts: http://www.dts-l.org/goodpost.htm
How to ask a question: http://support.microsoft.com/kb/555375
 

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