Norton Antivirus hangs when scanning

Hello to all!

I'm back with yet another problem and I'm not sure if it's a virus/trojan or just me that has something messed up with my computer!

I am using NAV 2001 (retail version) on my W98 computer. I have a scheduled scan set to scan my computer (every Friday at 8:00p.m). However, for some unknown reason the scan never happened last Friday (the 13th!! Hope it's only coincidental!) It started but when it was seemingly taking FOREVER, I tried to stop/cancel it. Wouldn't let me do that, so did the ctr+alt+del and ended the task in that manner. It came up with the "this program in not responding ".

Thought I would try checking it again to see why it never completed and it starts the scan but when it gets to a certain point it just "hangs "! This is what the heading(?) on the Norton AV scanning interface(?) shows it is scanning when it hangs:

"scanning compressed file: Driver18. cab "
"folder: C\WINDOWS\OPTIONS\CABS "

My antivirus definitions are up to date (12/11/02) and the scan did complete on the Friday prior (12/06/02).

Haven't installed any new software or hardware (except for trying to download the MS VM security thing--which said it could not do????)

I do not have a W98 cd as my computer came "preloaded" with it, so am wondering if this file is damaged how am I going to repair it? Or is this where there might be a virus/trojan lurking???

To the best of my knowledge (which is very little) my computer seems to operate just fine (no error messages, etc.) when doing anything else.

Sorry for this rather lengthy post, but I wanted to be sure to include as much information as possible in hopes that someone would be able to help this dummy!

Vicki

 

Hi Vicki
First, to eliminate the possibility of a virus, do an online virus scan from Housecall .
If that comes up clear..... go back to trying a manual scan, but first, do a ctrl/alt/del and endtask on everything but systray and explorer. See if that makes a difference?

Daizy

 

And FWIW, Norton put up new def files on the 13th. Nothing newer as of around 1000 today but may be later this evening.

 

no luck...

I did the online scan from Housecall as you suggested, Daisy, fortunately my computer came up clean. I also did the crtl/alt/del to end all tasks except systray and explorer, but it didn't help, still "hung" on that same file.

Newt, am I looking in the wrong place for the newest virus definitions? I tried updating my definitions (again) using live update, but said it was up to date. Also went to the symantec website, but didn't see anything listed there about any newer definitions than what/when I had?

So, still looking for help in trying to figure out why my NAV won't go through its scan (I was actually surprised that Housecall didn't hang or find something!).

Thanks for the suggestions.

Vicki

 

Vicki...I had the same problem and here's the 'solutions' I found:

Solution:
A NAV program update was released to fix this problem. To install the update, run LiveUpdate, download the program update, and then restart the computer when prompted.
If the program update does not fix the problem, then clearing the Internet Explorer History and Temporary Internet Files folders has solved the problem in some cases. In other cases, opening NAV Options and unchecking compress file scanning has fixed the problem. If that does not work, then run ScanDisk to make sure that the problem is not being caused by a damaged file.

Vicki...the only solution of all those suggested above which worked for me was unchecking compressed files scanning.

 

still trying...

I haven't been able to find anything on the NAV program update as you suggested, doubleu, either through liveupdate or going directly to the symantec website. I did clear my temporary internet files and history as suggested. Tried the scan, no luck, still hung.

Then went and changed the options (unchecked compressed files) and then I started the scan again. This time I received and error message (when it was scanning the c:\windows\command folder??) :

NAVW32 caused an invalid page fault in
module NAVENG32.DLL at 0177:008bec1f.
Registers:
EAX=00000000 CS=0177 EIP=008bec1f EFLGS=00010206
EBX=00000000 SS=017f ESP=00c4eda8 EBP=00c4eda8
ECX=00000000 DS=017f ESI=04623cbc FS=10f7
EDX=00001040 ES=017f EDI=00000000 GS=51ae
Bytes at CS:EIP:
83 00 00 00 00 e0 0f 3b 45 10 73 09 8b 45 08 80
Stack dump:
00c4edc0 008bed16 04623cbc 00000000 00000000 00000000 00c4ee0c 008b9423 04623cbc 04620000 00000000 00000000 00000000 04623cbc 00000000 00000000

Makes me nervous when I see this type of message!

I had run scandisk right away the first time my NAV didn't run properly, just to see if there was something wrong there. But nothing showed up.

I don't know how I can manage to make such a mess of this computer! I basically use it for reading/writing e-mails, searching for information on the web (household tips, medical advice, etc.) and to come here to look for help tips! Gets me so frustrated I could cry!

Thanks for all the input so far! I hope someone will be able to come up with a solution for me!


Thanks much!
Vicki

P.S. Just out of curiosity, does anyone know what that file is/does that my NAV hangs with? (the compressed file Driver18. cab)

 

Some info here.

Daizy

 

I haven't been able to find anything on the NAV program update

If the info Daisy provided above doesn't help, I'm at a loss except to say that my current version of NAV2002 is 8.07.17C (from LiveUpdate, Help, About). That said, I don't know if that's the most current version and although I've searched Symantec's website, I can't seem to find anything which says what the most current version is. All I can therefore suggest is that if your version isn't the same as mine, one of us has an outdated version. (It ppears that program updates are downloaded via the liveupdate feature in the same manner as virus definition updates).

 

vicki,

i was also encountering a prob with incomplete scans and had to set options to NOT scan within compressed files, in order to get the scan to complete. either i had corrupted zip files, or nav thought i did.

i suggest that you double check that you have de-selected scan within compressed files, just in case the option got checked again.

if still no joy, try the exclusion feature, where you can browse to the file or folder you wish to exclude from the av scan. see if that works.

also, if you are not at this time obtaining your av defs from the symantec intelligent updater, i recommend doing so, mainly for the sake of obtaining more timely, up to the minute defs, but also because there may be something in those newer defs that make the scan run right.

worth a try, i think...

good luck



mark

 

so frustrating..

I am just about at my wits end (and I don't have too many! )

I tried the link that Daisy sent (about the cabinett.dll). When I tried to type in the * .cab (file extension exclusion) as suggested, I kept getting the error "Error adding the exclusion. Please try entering it again ". So don't know if I'm doing something wrong (again)?

Also went back and tried again unchecking the "scan compressed files" but came up with that same error message as I had posted earlier.

I haven't tried the "intelligent updater ", mainly because I'm afraid that I may mess this up even further?? That, and I don't know that I would remember to check/download updates on my own? (one of the reasons I liked the live up date....I didn't have to worry whether or not I would remember!)

I have checked on the version of my NAV (ver. 7.07.23D) and the version of my live up date (v. 1.80.19). While I'm know this is not the newest version of NAV, I still have 229 days left (on my paid update service.).

Once again, I really appreciate all the suggestions that have been given to me thus far!

(All I want for Christmas is this thing to work properly! )

Thanks again,
Vicki

 

vicki

say again... if still no joy, try the exclusion feature, where you can browse to the file or folder you wish to exclude from the av scan. see if that works.

after you get the scan to complete by excluding either a folder or a file, then you have it isolated, for sure.

here's the odd part... i have used the exclusion feature to not scan zip files within a given folder. that enabled me to complete the av scan.

but then i turned around and scanned ONLY the previously excluded folder, and guess what? it scanned!

see if playing around with the exclusion feature helps.

good luck



mark

 

Oh happy day!

Just as I was beginning to give up...I did one last final check (via the live update) and bingo! Virus definitions were updated....so naturally I tried to do the scan and YIPPEE!! All went through without a hitch!

Now I'm not going to say all is working well (as I DID have to use the live update myself!) But at least I am now up to date with definitions, scans, etc.! I will see if it automatically scans on my usual Friday night scan. But at least I'm feeling better about things now!

Thanks to all for trying to help this computer illiterate with my frustrations! And "Happy Holidays" to all of you!

(My Christmas present arrived early! )


Vicki

 

never give up, or at least don't let on that you're thinking of it!

these machines sense when they have the user going in circles, and then they really pour the coals to it!!

but if they get the idea that you're in it for the long haul, and that you bring perseverance to the table with ya.... then you'll find they become mostly cooperative and a pleasure to use!

moral of the story? figuring out computers is an attitude.



mark