How to troubleshoot problems that occur at startup

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How to troubleshoot problems that occur at startup

Question/Issue:
You installed Norton AntiVirus Corporate Edition or Symantec AntiVirus Corporate Edition on your Windows clients. Now, you encounter one of the following problems: - When you start the computer, you see the error message "RTVSCN95 caused a General Protection Fault in Module KRNL386.EXE." The computer may also fail to shut down correctly. - You are using the Artisoft I-Share client 3.5 with NetBEUI. If you uninstall either the antivirus program or Artisoft I-Share, the system starts without a problem. - You are running Windows 95/98/Me, and a yellow exclamation point is on the shield in the system tray. The exclamation point appears after you reboot, and RealTime Protection is not enabled. Uninstalling Norton or Symantec AntiVirus and then reinstalling did not help.

Cause:
Timing conlflicts with realtime protection.

Solution:
These problems are caused by a timing conflict between Rtvscn95 and another program or service loading at startup. You can identify these problems by loading Rtvscn95 from the Windows StartUp folder instead of the registry, but be aware that to delay the loading of Norton or Symantec AntiVirus creates a window of opportunity for virus infection. Therefore, loading Rtvscn95.exe from the StartUp folder is a useful troubleshooting device, but not an acceptable solution.

Timing conflicts are often caused by outdated drivers or applications that load at startup. The best way to solve these conflicts is to identify which item is causing the problem with Rtvscn95.exe. Once identified, you can contact the driver or program vendor for an updated version, or, if appropriate, disable the item permanently.

Determining which program is causing a timing conflict

Note: It is not necessary to complete all steps. You may simply complete the first section, and then test to see whether it solved the problem.

Click the icon to either expand (

) or collapse (

) the section appropriate for your operating system.

Windows 95

Windows 98

Windows Me

Loading Rtvscn95.exe from the StartUp folder, for diagnostic purposes only

Windows NT
To resolve timing issues that occur under Windows NT, it may be necessary to change the load order or services dependencies during the load process.

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Document ID: 2000051209340948
Last Modified: 02/09/2007
Date Created: 05/12/2000
Operating System(s): Windows 95, Windows 98, Windows Me
Product(s): Norton AntiVirus Corporate Edition 7.0, Symantec AntiVirus Corporate Edition 8.0, Symantec AntiVirus Corporate Edition 9.0
Release(s): NAVCE 7.5x [All Releases], NAVCE 7.6 [All Releases], SAV 8.0 [All Releases], SAV 9.0 [All Releases]