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print this documentDocument ID:199671714119
Last Modified:07/17/2002


Norton Disk Doctor or other Norton Utilities applications keep restarting

Situation:
Norton Disk Doctor or other Norton Utilities applications stop and restart continuously before finishing. You may see similar behavior in WipeInfo (in Norton Utilities 4.0 and later), UnErase Wizard, Space Wizard, or the Unfrag and Integrity sensors in System Doctor.

Solution:
Why it happens
Since Windows 95, 98, and Millennium are multi-threading, multi-tasking environments, many applications can access the hard drive simultaneously. When an application writes to the hard drive, this process changes the information stored in the drive's directories and file allocation table (FAT.) Since some of the Norton Utilities programs, such as Norton Disk Doctor and Speed Disk, need up-to-date directory and FAT information to do their job, they must reread these structures any time another application accesses the drive. Otherwise, they would be using out-of-date directory and FAT information, which could corrupt data on the disk. In most cases, this means the programs must restart.

Run LiveUpdate
Some of the causes for this problem have been addressed with changes to Norton Utilities program files. Please run LiveUpdate to download and install recently updated program files as part of the troubleshooting process for this problem.

How to solve the problem - Speed Disk
If the problem occurs with Speed Disk, refer to the document Speed Disk keeps restarting for detailed information.


How to solve the problem - Norton Disk Doctor
If the problem occurs in Norton Disk Doctor (NDD), you can prevent the problem by running NDD from Safe Mode or DOS. To run NDD from within Windows, follow the instructions in the section "How to solve the problem - other Norton Utilities programs."

To run NDD from Safe Mode:

  1. Click Start, then click Shut Down. The Shut Down Windows dialog box appears.
  2. Click Restart, then click Yes. Windows will shut down and the computer will restart.
    • For Windows 95: When Starting Windows 95... appears on the screen, press F8. The Windows 95 Startup Menu appears.
    • For Windows 98 and Me: As the computer restarts, press and hold down the Ctrl key until the Windows 98 Startup Menu appears.
  3. Select Safe Mode and then press Enter. Windows will start in Safe Mode. Note that in Safe Mode, Windows uses default settings: VGA monitor, no network, Microsoft mouse driver, and the minimum device drivers required to start Windows. You will not have access to CD-ROM drives, printers, or other devices.
  4. To run Norton Disk Doctor, click Start, and then find this program in the Program list.
To run NDD from DOS:
  1. Click Start, and then click Shut Down. The Shut Down Windows dialog box appears.
  2. Click Restart in MS-DOS mode, and then click OK. Windows will shut down and the computer will restart in DOS.

    NOTE: If running Windows Millennium, insert a Windows Millennium Startup Disk, choose Restart, and click OK.
  3. At the command prompt, type:

    C:
    CD\
    CD PROGRA~1\NORTON~1
    NDD C:


    If you have more than one Symantec product on the system, you may need to change the digit 1 in "NORTON~1" to 2, 3, or a higher number to access the correct directory for Norton Utilities. Change the letter C in the line "NDD C:" to the drive letter of the drive you want NDD to diagnose.


How to solve the problem - WipeInfo
If the problem occurs in WipeInfo, you can prevent the problem by running WipeInfo from Safe Mode. To run WipeInfo from within Windows, follow the instructions in the section "How to solve the problem -- other Norton Utilities programs."

To run WipeInfo from Safe Mode:
  1. Click Start, and then click Shut Down. The Shut Down Windows dialog box appears.
  2. Click Restart, then click Yes. Windows will shut down and the computer will restart.
    • For Windows 95: When Starting Windows 95... appears on the screen, press F8. The Windows 95 Startup Menu appears.
    • For Windows 98 and Me: As the computer restarts, press and hold down the Ctrl key until the Windows 98 Startup Menu appears.
  3. Select Safe Mode, and then press Enter. Windows will start in Safe Mode. Note that in Safe Mode, Windows uses default settings: VGA monitor, no network, Microsoft mouse driver, and the minimum device drivers required to start Windows. You will not have access to CD-ROM drives, printers, or other devices.
  4. Run WipeInfo from the Start, Programs menu.


How to solve the problem - other Norton Utilities programs
To prevent other programs from writing to the drive, turn off or temporarily disable the program that is accessing the disk and forcing the restart. Typical programs that write frequently to the drive include System Agent (SAGE), screen savers, Power Toys, Kernel Toys, Infinite Disk, and similar programs. After you close the program that is accessing the disk, run the Norton application again.

One way to temporarily disable some programs is to prevent them from loading during system startup. To do this, restart the computer. When the Windows logo first appears, hold down the left Shift key and keep holding it down until all boot activity stops, (all programs will load normally the next time you restart Windows). After you restart the system this way, use the Close Program utility to temporarily disable other programs.

To use the Close Program utility:
  1. Press Ctrl+Alt+Del. The Close Program dialog box appears.
  2. Select a program from the list, except Explorer (or Microsoft Explorer) and Systray, and click End Task. The program will close until the next time you restart it or restart the computer.
    Note: If another dialog box appears that states that the program is busy or not responding, click End Task.
  3. Repeat steps 1 and 2 for all programs listed, except Explorer (or Microsoft Explorer) and Systray.
  4. Run the Norton Utilities program that was restarting.

Some programs that you may see listed in the Close Program dialog that are known to cause restarts in several utilities are:
  • FindFast - Part of Microsoft Office.
  • CSUSEM32 - Clean Sweep Usage Monitor.
  • HPPROPTY - Hewlett Packard printer utility.
  • SAGE - Microsoft's System Agent.


This can also happen if the Screen Saver comes on while a utility is scanning. Try disabling the screen save to see if it resolves the problem.

To disable the Screen Saver:
  1. Right-click the desktop and choose Properties. The Display Properties dialog will appear.
  2. Select the Screen Saver tab.
  3. Note the current screen saver's name so you can restore it later.
  4. Choose (None) from the Screen Saver drop-down list.
  5. Click OK.

Perform a clean boot
A "clean boot" is basically the least complex environment in which you can start your computer. It is similar to, but more thorough than, closing all applications. A clean boot (clean start) will eliminate any possible software conflicts that could cause Norton Utilities applications to restart. However, since it can be a lengthy, complicated process, it is intended more for troubleshooting the cause of the problem than for performing every time you want to run Norton Utilities.

For instructions on how to perform a clean boot, refer to the document appropriate to your version of Windows:
How to perform a clean boot of Windows 95
How to perform a clean boot of Windows 98
How to perform a clean boot of Windows Me

If performing a clean boot allows your Norton Utilities application to run without restarting, you may not want to completely undo the clean boot. Rather, you should undo one step at a time, restarting and running the utility after each, to see what is conflicting with the utility. Once you find the application or driver that is causing the restarts, you can simply disable it when running the utility, or seek advice from the manufacturer's technical support on how to deal with the problem.

How to solve the problem - Norton Utilities 3.x
If you have Norton Utilities version 3.x, run LiveUpdate to update Norton Utilities 3.x to version 3.0.9. To see which version you have, open Norton System Doctor, choose the Help menu, and click About Norton System Doctor. If you already have the most recent update, use one of the other solutions in this document to resolve the problem.

NOTE: If you cannot run LiveUpdate, see the document How to download the updates for Norton Utilities without using LiveUpdate.

Alternate solutions
If the previous suggestions do not work, try one of the following solutions:
  • If the swap file is on the C drive, move it to drive D if available.
    To change the location of the swap file:
    1. Click Start, point to Settings, and click Control Panel. The Control Panel Window appears.
    2. Double-click the System icon. The System Properties dialog box opens.
    3. Click the Performance tab.
    4. Click Virtual Memory.
    5. Check "Let me select my own virtual memory settings."
    6. In the Hard Disk window, select a different drive from the drop down window.
    7. Click OK. You must restart the computer for the changes to take effect.
  • Windows manages the swap file dynamically, which means it grows or shrinks depending on memory requirements. A 60 MB swap file is normally adequate. Occasionally, a 100 MB swap file is necessary to allow Norton Disk Doctor and Speed Disk to run without restarting. However, we recommend a minimum SWAP file size of 1.5 times the amount of RAM in the system or 512 Mb, whichever is smaller. You can change the swap file from dynamic to permanent to force it to remain a certain size.
    To change the swap file from dynamic to permanent:
    1. Click Start, point to Settings, and then click Control Panel. The Control Panel Window appears.
    2. Double-click the System icon. The System Properties dialog box opens.
    3. Click the Performance tab.
    4. Click Virtual Memory.
    5. Check "Let me select my own virtual memory settings," and set the minimum and maximum values to the same number. This change makes the swap file permanent.
    6. Click OK. You must restart the computer for the changes to take effect.
  • If the Norton Taskbar from Norton Navigator for Windows 95 is running, determine whether the file MSGSRV32.EXE is writing to the hard disk. If so, then close Norton Taskbar while running Norton Disk Doctor or Speed Disk. If you do not want to close Norton Taskbar, disable the disk map in Norton Disk Doctor.
    To disable the disk map in Norton Disk Doctor:
    1. Start Norton Disk Doctor and click Options.
    2. Click the Surface Test tab.
    3. Uncheck "Show Disk Map During Surface Test."
  • Rename the SYSTEM.INI file so it has a different extension; for example, rename the file to SYSTEM.ABC. Then rename a file called SYSTEM.CB to SYSTEM.INI, restart the system and retry the operation. If this works, look for a conflicting driver in the [386Enh] section of the SYSTEM.ABC file. For example, the SYSTEM.INI file (which has now been renamed to something such as SYSTEM.ABC), may be loading a conflicting Windows 3.x driver in the [386Enh] section. A conflicting driver would be of the format DEVICE=[FILENAME].386. You can stop such drivers from loading by typing a semicolon at the beginning of the line that loads the driver. Before making any changes to your SYSTEM.INI file, be sure to have a bootable system disk handy, and make a backup of the SYSTEM.INI file before you change it.
  • Verify that your system is not using a beta version of Windows 95 or Windows 98. Norton Utilities (NU) version 1 for Windows 95 supports Windows 95 builds 4.00.950 and 4.00.950a (the Service Pack). NU95 versions 2 and 3 also support Windows 95 build 4.00.950b, also known as OSR2, which includes the FAT32 file system. Norton Utilities 3.07 and higher, and NU 4.0 and 4.5 (2000) all run under Windows 98. Norton Utilities 5.0 (2001) will run under Windows 95b (OSR2), Windows 98, Windows Me, Windows NT and Windows 2000. To check which version of Windows you have, click Start, point to Settings, and then click Control Panel. Double-click the System icon. The General tab displays the Windows version number.
  • If none of these solutions prevents the problem, run the program FSSPY.EXE to find out what is accessing the disk. Although FSSPY.EXE is provided by Symantec, Symantec does not provide technical support for this utility. FSSPY.EXE can be run at the same time as Speed Disk or Norton Disk Doctor; this program lists each time a file writes to the drive and the name of the file that wrote to the drive. After you determine which program is causing the problem, you can temporarily disable it or uninstall it. For instructions, read the user manual included with that program, or contact technical support for that program. To obtain a copy of FSSPY.EXE, download FSSETUP.EXE from the Symantec FTP server. After running FSSETUP.EXE, please read the important instructions before running FSSPY.EXE.

    Symantec's FTP server is at ftp://ftp.symantec.com/public/english_us_canada/products/norton_utilities/ver3_win95/updates/FSSETUP.EXE

Norton Utilities version 1 for Windows 95
FSSPY.EXE may not work for older versions of Norton Utilities. If the other solutions listed here do not resolve the problem, refer to the document SMONEXE.EXE detects writes to the disk.

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Product(s): Norton Utilities 2000 v4.5 - Win95/98, Norton Utilities 2001 v5.0 - Win9x/Me, Norton Utilities 2002 v6.0 - Win98/Me
Operating System(s): Windows 95, Windows 98, Windows Me
Date Created: 07/17/1996


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