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OneCare hangs/freezes on load RRS feed

  • Question

  • I'm having a problem with OneCare. I just built a new computer and did a fresh install of Vista Home Prem. (x64). After installing hardware drivers and getting connected to the internet, I downloaded and installed Live OneCare. The installation was fine, but after the restart when the computer boots into Vista, OneCare hangs/freezes when it tries to open. So I uninstalled and used the clean-up tool, the restarted and downloaded OneCare again. The same thing happened. Uninstalled, clean-up tool, restart, etc. Before installing a 3rd time, I disabled the Windows Defender service on start-up. Downloaded and instlled OneCare. This time after the restart, OneCare started up, and I was able to enter my Passport credentials, but after that, it continues to hang/freeze when trying to open the main OneCare window. I now have access to OneCare, becasue I can scan files and folders via the OneCare Scan option from context menus, but I cannot open the OneCare window without a freeze. Any help/ideas?

    Thanks,
    Thursday, September 11, 2008 2:19 PM

Answers

  • I'm going to move your post to the Install and Activate forum folder.

    Did you disable any services on this PC? Or did you do a normal install of Vista? I assume that you do not have any other security software installed. Note that Defender should have been disabled by OneCare at install, so I'm not sure why you would have to do that manually in order to get to the point you are currently at.

    What you are describing suggests that perhaps the terminal service has been disabled, causing OneCare to hang at load.

    If that isn't the case and the problem persists, I recommend contacting support.

    How to reach support (FAQ) - http://forums.microsoft.com/WindowsOneCare/ShowPost.aspx?PostID=2421771&SiteID=2

     

    See this post for the KB article to troubleshoot install problems - http://forums.microsoft.com/WindowsOneCare/ShowPost.aspx?PostID=1588602&SiteID=2

     

    -steve

    Thursday, September 11, 2008 4:58 PM
    Moderator

All replies

  • I'm going to move your post to the Install and Activate forum folder.

    Did you disable any services on this PC? Or did you do a normal install of Vista? I assume that you do not have any other security software installed. Note that Defender should have been disabled by OneCare at install, so I'm not sure why you would have to do that manually in order to get to the point you are currently at.

    What you are describing suggests that perhaps the terminal service has been disabled, causing OneCare to hang at load.

    If that isn't the case and the problem persists, I recommend contacting support.

    How to reach support (FAQ) - http://forums.microsoft.com/WindowsOneCare/ShowPost.aspx?PostID=2421771&SiteID=2

     

    See this post for the KB article to troubleshoot install problems - http://forums.microsoft.com/WindowsOneCare/ShowPost.aspx?PostID=1588602&SiteID=2

     

    -steve

    Thursday, September 11, 2008 4:58 PM
    Moderator
  • - No services have been disabled except for Defender on startup. The installations all specified that Windows Defender was found/disabled (something to that effect), but I wanted to double-check before the thrid install. I believe that since it was between OneCare installations Defender was enabled.

    - It was just a normal Vista install.

    - No other anti-virus/spyware programs are installed.

    - Terminal Service is set to Automatic.

     

    I actually receive some sort of error message from Vista about OneCare. It completely slipped my mind when I made this thread. But I am currently at work so I will post the message later this afternoon.

     

    I did contact support yesterday, but during another reinstallation attempt, the representative I was talking to ended the conversation (I assume he didn't want to wait while it installed on my comp) and told me I would recieve an e-mail to further the support ticket. I never recieved an e-mail. Support #1078492349.

     

    I scanned the knowledgebase article and will attempt the methods described later this afternoon.

     

    Thanks for you input.

    Thursday, September 11, 2008 5:41 PM
  • Let me know if the problem persists and if you still don't hear back from support. Thanks for the additional information.

    -steve

     

    Thursday, September 11, 2008 6:06 PM
    Moderator
  • Here is a copy/paste of the error:

     

    Problem signature:
      Problem Event Name: APPCRASH
      Application Name: msfwsvc.exe
      Application Version: 2.1.1300.0
      Application Timestamp: 474d2651
      Fault Module Name: StackHash_d0c5
      Fault Module Version: 6.0.6001.18000
      Fault Module Timestamp: 4791adec
      Exception Code: c0000374
      Exception Offset: 00000000000a6e97
      OS Version: 6.0.6001.2.1.0.768.3
      Locale ID: 1033
      Additional Information 1: d0c5
      Additional Information 2: 03c4e1c7fe976dd8e41ce13731f49556
      Additional Information 3: 02b2
      Additional Information 4: bcab5819f34b2b2feba28b51d3fe8d69

     

     

     

     

    I will attempt some of the methods in the knowledge base and edit this post with any results.

     

    EDIT:

    The knowledge base seemed to be more specific to XP. I didn't see .Net 2.0 in the Remove Programs list, so I attempted to install. I got an error saying it was already part of the OS...So hopefully the error above will shed some light on my problem.

    Thursday, September 11, 2008 8:15 PM
  • Ok, I was contacted by customer support last night and I should be contacted later today by a OneCare technical specialist. I will reply with results afterward.

    Friday, September 12, 2008 11:29 AM
  • Thanks for keeping us updated and I look forward to reading that the problem was resolved. The error appears to show that the firewall service has crashed, by the way.

    -steve

     

    Friday, September 12, 2008 2:39 PM
    Moderator
  • Save yourself the headache and dump the Live care. Too many posts on sloooow running computers after installation.

      www.microsoft.com/security/malwareremove/default.mspx

    Saturday, September 13, 2008 8:05 PM
  • jt3219;

     

    You just got through admitting that you also have AVG installed in another post...

     

    "By the way, I did remove my expired Norton product but I kept my AVG. I don't like the fact that I can have only one virus program. I know, they say programs  "don't play well" together, but I've never had a problem." 

     

    ...and you probably still have fragments of Norton as well, unless you've used Symantec's specialized removal tool.  You've "never had a problem" with multiple A-Vs, until the one you just had.

     

    Clash of the Antivirus Apps

    Saturday, September 13, 2008 9:25 PM
  •  jt3219 wrote:

    Save yourself the headache and dump the Live care. Too many posts on sloooow running computers after installation.

      www.microsoft.com/security/malwareremove/default.mspx

     

    I've used OneCare on multiple PC's for close to a year and never had a problem until Vista. The problem has been solved though. I believe it had something to do with my wireless card. It technically didn't have x64 bit drivers but worked anyway. A fresh Vista reinstall with a new x64 card and it's running fine now.

    Saturday, September 13, 2008 10:10 PM
  • Mea culpa - Clarifacation,  I removed both after I realized possible problems and installed Live One care clean again but still had problems. I used the Norton tool to remove and ADD/Remove for AVG.

     

    Sunday, September 14, 2008 12:33 AM
  • Yes, AVG is more generally more forgiving than Norton, but:

    http://www.pchell.com/virus/uninstallavg.shtml

    Sunday, September 14, 2008 5:40 AM