From: Darryl Champagne
[dgc03052@adelphia.net]
Sent: Monday, August 07, 2006 8:27
PM
To: 'Symantec Technical Support'
Subject: RE:
'Case=002-372-278'
Attachments: Version Info of Symlcsvc.doc
Please note that most of
these questions were answered in my original message. It would have been
nice for you to have included that text in your reply. Also, the
workaround for the problem is to reboot the system, but that is a pretty bad
approach for something that regularly recurs. Since I know how to
workaround the problem, my expectation is for you to log a bug with the actual
developers, so that maybe someday someone will fix it.
However, answers
embedded.
dgc
Hello Darryl,
Thank you for contacting Symantec Online Technical Support.
I understand from your message that, you are facing issues with Norton
Internet Security(NIS)2006.
Darryl, in order to provide more precise technical support, we'll
need to gather a bit more information from you. By getting these details,
we'll have a better chance of making a specific diagnosis and leading you to a
solution. Please reply to this message with the following:
[1] Exact error message or error number (if any)
Per my original
message, because the symlcsvc.exe service (YOUR SERVICE) causes the entire
system to run short of resources, it causes any new action to fail once the
threshold is reached. Thus for example - Attempting to open an email in
Outlook gets a dialog that there are insufficient resources, please close some
windows and try again. Attempting to open large programs, like XMLSpy, or
Adobe Acrobat typically just completely fail - you get a busy cursor for a short
while, and then the program fails to load. The Microsoft knowledge base
article on the problem is available at http://support.microsoft.com/kb/126962/en-us ,
and as it describes, sometimes there are insufficient resources to open an error
message dialog box, thus the silent failures.
[2] Do
you have any other securityprogram installed on your system?
No.
[3] Did you uninstalled any previous Norton
program before trying to install NIS 2006?
The NIS 2006
install uninstalled NIS2005 during it's setup.
[4] What are the other
Symantec product installed on your system and their versions?
In order to find the version of your Symantec
program, kindly follow the document below:
Title: "Finding the version of your Symantec program"
Document ID: 2002111407412539
>Web URL:
Norton Internet Security 2006,
Version 9.1.0.33
Customer ID:
VVVJ2VVV3VVY10
Norton Antivirus (from the
Norton Internet Security product), Version 12.2.0.13
Norton Systemworks 2006 Basic
Edition, Version 9.01, Build 19
Norton Antivirus, as
above
Norton Utilities, Version
19.0.1.8
Norton Password Manager 2004 (shows
up as part of Norton SystemWorks), no separate build number listed.
[5] Please provide us with the screenshot of the
error message that you receive.
Follow the steps provided below to take a
screenshot:
1. Reproduce the issue/error message.
As originally
described, the problems occur after the machine has been running for around
two weeks. Since I had to reboot to recover from the problem, it is
not currently visible. However, the usage of resources is shown in the
attached file.
2. On the error screen/dialog box, hold down the
‘Alt’ and ‘Print Screen’ keys on your keyboard. This will copy the image to
the clipboard.
3. Open a Paint application
(Start—Programs—Accessories—Paint) and click on Edit—Paste and save the file.
4. You can also paste this image on a Word document
and send it as an attachment.
As shown in the
Word document snapshot, upon system restart, the resource usage of the program
is quite low. This builds over time. In the original text that I
posted, I included the values from when it was having problems.
The key value is that the Handles column of Windows Task Manager for
Symlcsvc.exe grows from 181, as it currently is after restart, to over
5000, after 14 days of uptime. For the exact value, see the original
post.
We look forward to your reply to assist you better.
Regards
Sumesh Varghese
Symantec Authorized Technical
Support
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