Closed Bug 458667 Opened 12 years ago Closed 11 years ago
Norton's Office document scanning causes crashes when saving some downloads [@ Office
User-Agent: Mozilla/5.0 (Windows; U; Windows NT 6.0; en-US; rv:18.104.22.168) Gecko/2008092417 Firefox/3.0.3 Build Identifier: Mozilla/5.0 (Windows; U; Windows NT 6.0; en-US; rv:22.214.171.124) Gecko/2008092417 Firefox/3.0.3 (Check out one of my crash reports at http://crash-stats.mozilla.com/report/index/08d9a414-9350-11dd-9a2f-0013211cbf8a.) Using Norton Internet Security, selecting "Turn on scanning for Microsoft Office documents" under "Real-time protection" in the options causes intermittent crashes upon trying to scan downloads. Reproducible: Always Steps to Reproduce: 1. Open a website where you can download a reasonably small file. 2. Download the file, optionally selecting to open it instead of save it to disk. 3. Once the download is complete, download the same file again. 4. Repeat 2-3 times, until a crash occurs. Actual Results: The browser crashes. If the file was supposed to be opened instead of saved, the file opens successfully before the crash. Expected Results: The download should be scanned and saved without crashing the browser. I experienced this problem when trying to install vista sidebar gadget files on a computer I was configuring from scratch. Norton Internet Security came with the computer as a 60-day trial, as did Office 2007. The crashes started after I installed an update for NIS and replaces the 60-day trial of Office 2007 with a full install of Office 2007 Professional Plus (which was sold as an educational version). Crashes occur even in safe mode, and with all plugins disabled. However, turning off browser.download.manager.scanWhenDone or the "Turn on scanning for Microsoft Office documents" option stops the crashes. Searches on Breakpad (http://crash-stats.mozilla.com/?do_query=1&query_search=signature&query_type=contains&query=OfficeAV.dll&date=&range_value=1&range_unit=months) indicate this problem started on 9/30 with a crash offset of 0x55e1 (which I experienced consistently), and on 10/3 with an offset of 0x5606. However, as of midnight on 10/6, there were 1949 reports for the latter offset and only 230 for the former, so it is more important to fix the 0x5606 crashes. However, as I did not experience them, I cannot confirm that they are reproduced by the same method, though the comments on the reports seem to indicate so.
Signature OfficeAV.dll@0x55e1 UUID 08d9a414-9350-11dd-9a2f-0013211cbf8a Time 2008-10-05 19:36:23-07 Uptime 326 Product Firefox Version 3.0.3 Build ID 2008092417 OS Windows NT OS Version 6.0.6001 Service Pack 1 CPU x86 CPU Info GenuineIntel family 6 model 23 stepping 6 Crash Reason EXCEPTION_ACCESS_VIOLATION Crash Address 0x0 Comments Crashes occur even in safe mode, and with all plugins disabled. To reproduce, download a (small?) file, selecting to have it opened instead of saved, and then download it again immediately, selecting to open it again. Crash occurs after the file is opened. I experienced these crashes on the Windows Sidebar Gallery, when trying to install multiple gadgets. Crashing Thread Frame Module Signature [Expand] Source 0 OfficeAV.dll OfficeAV.dll@0x55e1 1 ccL70U.dll ccL70U.dll@0x3d6f0 2 ccL70U.dll ccL70U.dll@0x3d716 3 msvcr80.dll msvcr80.dll@0x2a46 4 ntdll.dll ntdll.dll@0x3e4b5 5 ntdll.dll ntdll.dll@0x3e488 Filename Version Debug Identifier Debug Filename swg.dll 4.1.805.1852 612B347D6D224C6CAE86BF2D07155B631 swg_unscrubbed_unsigned_dll.pdb ccVrTrst.dll 126.96.36.199 30F66C393F17423DA323311A11C27CB81 ccVrTrst.pdb ci.dll 2.3.1334.1308 48638AF968AB4E9A868745D45B3F96EA1 ci_dll.pdb IconOvrly.dll 188.8.131.52 9C9AF6525388470BBB987F49E078AA988 IconOvrly.pdb AVPSVC32.dll 184.108.40.206 57641149FB29476DACB2E922B778CC441 AVPSVC32.pdb avScanUI.dll 220.127.116.11 87AD2C81D3DF48E8A85169CE4E2185303 avScanUI.pdb NAVEvent.dll 18.104.22.168 0E4B11F49D1444D89E943E4A97968C2A1 navevent.pdb NAVLogV.dll 22.214.171.124 0254E59CABDC4654BB1D7B7AD6F1967B1 NAVLogV.pdb OfficeAV.dll 126.96.36.199 646ED6DA6AD4440BB675BC803D161E221 OfficeAV.pdb ccEvtCli.dll 188.8.131.52 8C4CA7D5D43B49EA8E2262B93B3111961 ccEvtCli.pdb ccIPC.dll 184.108.40.206 19544C7D818B41B195D29D90436129DB1 ccIPC.pdb ccL70U.dll 220.127.116.11 802A789823C6469388B49217DC4EEF1A1 ccL70U.pdb ccSvc.dll 18.104.22.168 4225D5A4664141DA8A54C676012E75FE1 ccSvc.pdb Wpc.dll 22.214.171.124 64394E6FDF0D4DB09A25EA808E7184CD2 Wpc.pdb actxprxy.dll 6.0.6001.18000 83EB3E71E13743339D8CBAB04FB4E1A92 ActXPrxy.pdb browseui.dll 6.0.6001.18000 27E10176EEA54532AF44C9B98C3998202 browseui.pdb shdocvw.dll 6.0.6001.18000 86EDD4C565D04F56B4BD7FC828D996772 shdocvw.pdb AppMgr32.dll 126.96.36.199 712614B7E70143C89FC95813AC9156B01 AppMgr32.pdb brwsrcmp.dll 188.8.131.5288 C3C9B986E9F74410A4AF4575539931433 brwsrcmp.pdb cscui.dll 6.0.6001.18000 82ED3856B66C42B18649F0360E435EB22 cscui.pdb SPTIP.DLL 6.0.6001.18000 A2897FE4A43548A685AC28B8918062B51 SpTip.pdb AVifc.dll 184.108.40.206 914D433370BA44DEB09DF9F55E534E4E3 AVifc.pdb cscapi.dll 6.0.6001.18000 6A4570FE147F44EAAA2246ED139B98161 cscapi.pdb cscdll.dll 6.0.6001.18000 5D5F41EAE512466A996745314943B59D2 cscdll.pdb pnrpnsp.dll 6.0.6001.18000 9978701F009842E888F7CFACE2D87B2F2 pnrpnsp.pdb winrnr.dll 6.0.6000.16386 503C6EAA0365471EA08AFCF3D7FB82F82 winrnr.pdb NapiNSP.dll 6.0.6001.18000 40732FC58838438FADEA98874C7BE0482 NapiNSP.pdb rasadhlp.dll 6.0.6000.16386 EF7CE7F6CA80474C8B3C401BCEDE63232 rasadhlp.pdb MpOAV.dll 1.1.1600.0 196E5F400F4949F795EE6BD4CBE9AEC71 MpOAV.pdb wdscore.dll 6.0.6001.18000 1C76E5F6DBA840B2AA1BB862D9148ECF1 wdscore.pdb FWPUCLNT.DLL 6.0.6001.18000 3AE45CE58549477DA7D27E4B77B99C622 fwpuclnt.pdb msi.dll 4.0.6001.18000 9F7AF6D83F684D65BC3E62B45B0C55BA2 msi.pdb dbghelp.dll 6.0.6001.18000 5AFA6218AC6244CDA864757C23655C322 dbghelp.pdb msvcp80.dll 8.0.50727.1434 856EED61A6B64F59BEFFC118EFD502B31 msvcp80.i386.pdb wsock32.dll 6.0.6001.18000 7DC375A71CD746B2AA6DA348F3CC4A332 wsock32.pdb WindowsCodecs.dll 6.0.6001.18000 7A9C55F2A75540D0AF7B9C732121276D2 WindowsCodecs.pdb winmm.dll 6.0.6001.18000 0F510C3C6FA5429CB90B3CAC010DAE2A2 winmm.pdb tapi32.dll 6.0.6000.16386 1ACF3BB7C8F44C34AF718B895485F4D52 tapi32.pdb rtutils.dll 6.0.6000.16386 119502E119254BC584A2134514FFB1972 rtutils.pdb rasman.dll 6.0.6001.18000 D5E0319FC21B4B5E8E248908A573F9842 rasman.pdb rasapi32.dll 6.0.6001.18000 B9888ABBFF8B45F3B7BC6A6CC9C746C92 rasapi32.pdb winshfhc.dll 1.1.1505.0 4B385EA6BD794E229023C3B25841AFD31 winshfhc.pdb oleacc.dll 4.2.5406.0 870DE296FC97430A81F4D5AC2B65C0222 oleacc.pdb winspool.drv 6.0.6001.18000 C2BBAA4F14454DFB9133D376CBA83A3F1 winspool.pdb propsys.dll 7.0.6001.16503 9DD90425A84F47928F69D6D60AF4793B2 propsys.pdb sbdrop.dll 6.0.6000.16386 51416DAB93CA4D1B86600CF30D7D90031 sbdrop.pdb GdiPlus.dll 5.2.6001.18065 009DD49D0BDD4611BDB3EC7632C11CD22 gdiplus.pdb SpeechUXPS.DLL 6.0.6000.16386 44794E9BE7524E8AA725B46F5F1D639C1 SpeechUXPS.pdb atl.dll 3.5.2284.0 4E23B67DB5774E39B8C03AE172C910372 atl.pdb wintrust.dll 6.0.6001.18000 890F7D05DE644A529246BB8E4D67F58C2 wintrust.pdb uxtheme.dll 6.0.6001.18000 D6B5A4E899AF4946BA6E4611D58409C02 UxTheme.pdb nlaapi.dll 6.0.6001.18000 DB93000733CD4945A45FD893D5FD73DB1 nlaapi.pdb duser.dll 6.0.6001.18000 8753BF70B9E043B78BE5E8616AF70B732 DUser.pdb WSHTCPIP.DLL 6.0.6001.18000 04F115ECECD44A42BCB33B070E9BB3DC2 wshtcpip.pdb msimg32.dll 6.0.6000.16386 F3CCF1CDEF724758A292CC67212D6C0C2 msimg32.pdb comctl32.dll 6.10.6001.18000 B07CB25578964646BF1423C7A4B5CB9D2 comctl32.pdb msvcr80.dll 8.0.50727.1434 D75231CB115C4344ABC3A8973666406B1 msvcr80.i386.pdb version.dll 6.0.6001.18000 6A1ECA8395EE447D87E8A0F4770EC4FE2 version.pdb powrprof.dll 6.0.6001.18000 78C14E5546ED469F9CC95B94D32E80C72 powrprof.pdb rsaenh.dll 6.0.6001.18000 106F4E31927B44DDA787F038C49325FE2 rsaenh.pdb mswsock.dll 6.0.6001.18000 4AC8DC12E86B4AC79A9C735D8D7091122 mswsock.pdb wship6.dll 6.0.6001.18000 476F85998BBC4CAAB520F8F70F7960051 wship6.pdb wtsapi32.dll 6.0.6001.18000 7A62C62B69A34A9DA862BB30027DDDC51 wtsapi32.pdb dhcpcsvc6.DLL 6.0.6001.18000 FCE55FAB1F3F47F19D1C04D0BCB17BD22 dhcpcsvc6.pdb winnsi.dll 6.0.6001.18000 F491ADBDA8EC4CE992EE9D915003BF041 winnsi.pdb dhcpcsvc.dll 6.0.6001.18000 7BFDD3C973A34A78962A34C2A9E4D05E2 dhcpcsvc.pdb IPHLPAPI.DLL 6.0.6001.18000 FD920ED8F03842FA86EA2C9B507AFB0C2 iphlpapi.pdb wevtapi.dll 6.0.6001.18000 614CE8860A7D46ABA0B00EEFECE701CE2 wevtapi.pdb crypt32.dll 6.0.6001.18000 F344E585CAB44AEBA410913BA3529F8A2 crypt32.pdb msasn1.dll 6.0.6000.16386 5668F94D10674FA4AB64507352FFA6422 msasn1.pdb samlib.dll 6.0.6001.18000 360526C11E884C49BBFB551FE5A447C12 samlib.pdb dnsapi.dll 6.0.6001.18000 38F2989DD4E94700BC57EA2003B4114F2 dnsapi.pdb netapi32.dll 6.0.6001.18000 E09E70BE7BE948F2BC5E9A4DD2BB650C2 netapi32.pdb sxs.dll 6.0.6001.18000 603B3E26EB0B41CA94C85D194B516D8B2 sxs.pdb apphelp.dll 6.0.6001.18000 8E2B89AC298E478D95400CAC39E984962 apphelp.pdb winsta.dll 6.0.6001.18000 D827EC6A7AAB4DF4A818CF7D56712A542 winsta.pdb secur32.dll 6.0.6001.18000 C3A892D4DD844F33AB4931F05BB186D72 secur32.pdb userenv.dll 6.0.6001.18000 B3DFD39AFCFD45718B10CA2EE3E023EC2 userenv.pdb psapi.dll 6.0.6000.16386 FA398191D257469CBA795A86B704D9B92 psapi.pdb kernel32.dll 6.0.6001.18000 093FA0AF6A7B4CE9B12506584036EC882 kernel32.pdb ws2_32.dll 6.0.6001.18000 A004B77B4689467D8888B44DC5DD5DD72 ws2_32.pdb wininet.dll 7.0.6001.18099 C5E6163429FC4FF79598CBA23277FDB42 wininet.pdb iertutil.dll 7.0.6001.18000 3B903727E8B7400BBACE193C066703372 iertutil.pdb msvcrt.dll 7.0.6001.18000 907C0110ED8A4B5FBDE7C53CA473E1BF2 msvcrt.pdb setupapi.dll 6.0.6001.18000 28CE2899B84241FA9EDD099FA6C87D932 setupapi.pdb advapi32.dll 6.0.6001.18000 F47D32216FEC4B49AC9C8E6E687A36C52 advapi32.pdb imm32.dll 6.0.6001.18000 FD735742B429460AA1EB84EA7DE5F4952 imm32.pdb shlwapi.dll 6.0.6001.18000 B8D18F33FFCC4B37A2800C2CF4B8E0132 shlwapi.pdb nsi.dll 6.0.6001.18000 37D074DFCA5D4B5FB51EB78B39F22BF12 nsi.pdb rpcrt4.dll 6.0.6001.18051 CEA7D51A9B994184B8BB0A2F49D32B8F2 rpcrt4.pdb usp10.dll 1.626.6001.18000 DDA3D1A222EC474392B05039FFB9FB2F2 usp10.pdb msctf.dll 6.0.6001.18000 D580123A0B2D4A4A9101EE42B89C49A22 msctf.pdb urlmon.dll 7.0.6001.18099 5398E412844A4A77AA8357DC343E35F92 urlmon.pdb shell32.dll 6.0.6001.18062 5BBE0E336547438C9298876364CC2F342 shell32.pdb comdlg32.dll 6.0.6001.18000 B29564B650C545959CA6A542207B65EE2 comdlg32.pdb oleaut32.dll 6.0.6001.18000 DDDA4738DBC94A3CB5523186E8E021502 oleaut32.pdb gdi32.dll 6.0.6001.18023 EBDD6CE9990A494E8289A70A5898C8EA2 gdi32.pdb user32.dll 6.0.6001.18000 750E7375884C4EA592C8B0C8ADB018542 user32.pdb ole32.dll 6.0.6001.18000 D5E1AE7EFBFE4EBF861CF115E487706B2 ole32.pdb ntdll.dll 6.0.6001.18000 B958B2F91A5A46B889DAFAB4D140CF252 ntdll.pdb lpk.dll 6.0.6001.18000 EE7B434B5C904EF2AACEA045AD88806A2 lpk.pdb imagehlp.dll 6.0.6001.18000 83857AB54AF242F49144544444A773502 imagehlp.pdb normaliz.dll 6.0.6000.16386 D89936175B9A40C0BEC6EE980ACF2A491 normaliz.pdb clbcatq.dll 2001.12.6931.18000 9E0BF37E9B7B468BA033F0003A14A3A32 CLBCatQ.pdb Wldap32.dll 6.0.6001.18000 1080C7828BD04DCEAB7684107217202D2 wldap32.pdb
Component: General → OS Integration
QA Contact: general → os.integration
Summary: Norton's Office document scanning causes crashes when saving some downloads → Norton's Office document scanning causes crashes when saving some downloads [@ OfficeAV.dll@0x55e1]
Confirming based on topcrash reports.
Status: UNCONFIRMED → NEW
Ever confirmed: true
I need some clear steps to reproduce. I have Norton at my desk and will investigate this more later.
Whiteboard: [need details STR]
Not a shell integration bug but possibly due to the virus scanning capability provided by the download manager so moving over there so this can get attention.
Component: Shell Integration → Download Manager
Product: Firefox → Toolkit
QA Contact: shell.integration → download.manager
Version: unspecified → Trunk
Samuel Sidler: An important note from the last dupe that might help to reproduce this : >I installed Microsoft's Windows Defender and Firefox began to crash after every >second download. I uninstalled Defender and all is OK now.
Tried to reproduce (unsuccessfully) using these steps on windows xp sp3 (not having vista machine) 1. - install norton 360, try to download a .doc from ms site with 3.1 prebeta2 - install Windows Defender over the norton, try again to download 2. - install norton internet security 2009 EN - install Windows Defender 3. - install norton internet security 2007 CZ (I didn't find 2007 EN trusted source) - install Windows Defender All nortons were just 15 day trials. With none of these installations I could reproduce the crash in the debugger. I also tried to have two scans at one time. Are there any other more specific conditions I should follow? What is curious, the file is downloaded, open by the target application and then it is scanned. Is this behavior correct?
I am using WinXP service Pack 3 with Norton Anti-Virus and Windows Defender. I can reproduce the crash on the 2nd download 100% of the time and have done so on two of my computers.
Thanks. I would like to ask some more detailed questions: - Which version and which norton exactly are you using? (Norton Internet Security, Norton Antivirus, Norton 360) - Is it up to date? (Please do not update if not! :)) - Which processor have those two machines? - What kind of files are you downloading and, potentially, where from? - In which order did you install? Norton then Defender or reverse? - Did you setup any special options or plug-ins in Norton and Defender? - Is your Norton a trial or full version? Thanks a lot in advance.
I am using Norton Anti-Virus 2008 full version, installed first, and it is up to date. My desktop is an Intel Pentium 4 and my laptop is an Intel Centrino Duo. No special options were set up. I was downloading some small PDF files, but it has happened with others as well. Perhaps the only anomaly was that Norton tried to update me to 2009, but it crashed and I removed it. However, I have no problems if Defender is removed.
Has anyone tried contacting Norton? Searching around I see a lot of reports of this module crashing on use in a wide range of apps including ie, fx and some mail programs. Also, as a work around that doesn't require you to disable virus scanning in Fx, here's an ms support article detailing how you can disable this plugin - http://support.microsoft.com/kb/329820
Symantec is aware of this problem. I can't give an expected fix date, but we are looking at the issue.
(In reply to comment #17) > Symantec is aware of this problem. I can't give an expected fix date, but we > are looking at the issue. Thanks for the feedback David, we appreciate it. Good to know it's known and someone is working on it.
11 years ago
We believe the problem has been identified. However, there is no date yet for when the fix will be available via LiveUpdate.
Changing to user-doc-complete because we now have: http://support.mozilla.com/en-US/kb/Firefox+crashes+when+trying+to+download+a+file#Norton_Antivirus_Office_document_scanning When Norton releases a patch, we can change the instructions to a simpler: update Norton Antivirus. Please change the keyword back to user-doc-needed when that happens.
The fix for this problem is now available via LiveUpdate. If someone who's experienced the problem could verify the fix and then close this bug I'd appreciate it.
You need to log in before you can comment on or make changes to this bug.