Member Avatar for Tom9489

I have an IBM ThinkPad that was once a part of a student network at a university. I own the laptop and took it with me after graduation. It has Windows XP Pro. I wanted to update the anti-virus software to Norton 2009. SInce I had an older version of Norton on the HD, I had to delete the older version. Not so easy, it was password protected. I went into the Registry and found the older Norton and set the bit to 0 so that I could delete it w/o the password. So far so good. I installed the 2009 Norton antivirus and not I can't turn the laptop off. I get to the "Windows is shutting down..." message and get the following error: "The instruction as 0x004497c0 referrenced memory at 0x00001608. The memory could not be written."

Any ideas what's going on?

Thanks.

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Brief diagnostic summary and a focused plan based on the thread: the shutdown hang plus the “instruction ... referenced memory ... could not be written” dialog that started immediately after installing Norton 2009 strongly points to a third‑party component (antivirus kernel driver, shell extension or other service) failing while Windows is trying to stop processes at shutdown. ’s observation that uninstalling Norton cleared the problem and reinstalling reproduced it makes Norton the prime suspect; a full removal with the vendor tool is the correct first step. (support.norton.com)

Suggested diagnostic sequence (short):

  • Boot Safe Mode (F8). If Safe Mode shuts down cleanly, the cause is a non‑Microsoft driver/service. Try System Restore from Safe Mode if a suitable restore point exists. (hlab.stanford.edu)
  • Check Event Viewer (Application and System logs) for errors stamped at shutdown time — look for the faulting process or module name (explorer.exe, a .sys driver, etc.). This is the single best clue for what to disable or remove. (learn.microsoft.com)
  • Do a Clean Boot (msconfig: hide Microsoft services, disable startup items) to isolate the offending service, enabling half/half to binary-search the culprit. (support.microsoft.com)

Targeted fixes if Event Viewer or clean boot implicate Explorer/shell or a context handler:

  • Disable non‑Microsoft shell extensions with ShellExView (disable context‑menu/thumbnail handlers, restart Explorer) — these often cause the exact “memory could not be written” crash during shutdown. (nirsoft.net)

If the problem persists after removing Norton:

  • Test RAM with a bootable memory tester (MemTest86) to rule out hardware faults. Run SFC /scannow (with proper XP source media if required) and update ThinkPad power‑management drivers from Lenovo before reattempting any AV reinstall. If Norton must be reinstalled, run the official Norton Remove & Reinstall tool (Advanced → Remove Only) repeatedly with reboots, then install the latest build — or use an alternate AV if the same build reintroduces the hang. (memtest86.com)

Notes tied to forum posts: and correctly recommended the vendor removal utilities; ’s Event Viewer tip is important; and ’s Safe Mode/lock‑screen tricks are useful short tests while isolating the root cause.

Recommended Answers

All 11 Replies

Member Avatar for gerbil

Get the Norton removal tool from their tech website for your old norton AV service. You may find you need to reinstall the new version.

Member Avatar for Tom9489

I have already removed the older version of Norton using the Windows "Add or Remove Programs" and installed the 2009 version of Norton. The trouble started when I installed the 2009 version of Norton. At least when I first noticed the problem.

One more thing I didn't mention in my first post. I can't do a system restore since I can't get the system to shut down.

Should I try removing the 2009 Norton ?

Member Avatar for Xlphos

Have you tried holding the power button down?

Perhaps remove Norton 2009 and run CCleaner.

Member Avatar for Tom9489

Holding down the power buttom always works. However, by not shutting down automatically, the computer will not hibernate nor allow me to do a System Restore!

Member Avatar for Member #533276

I have already removed the older version of Norton using the Windows "Add or Remove Programs" and installed the 2009 version of Norton. The trouble started when I installed the 2009 version of Norton. At least when I first noticed the problem.

One more thing I didn't mention in my first post. I can't do a system restore since I can't get the system to shut down.

Should I try removing the 2009 Norton ?

Check the Event Viewer, there might be some
important information about the "shutdown" error.

Yes, you can try uninstall Norton to find out if this shutdown problem is related to Norton.

Member Avatar for Xlphos

Holding down the power buttom always works. However, by not shutting down automatically, the computer will not hibernate nor allow me to do a System Restore!

Have you tried entering safe mode?

Member Avatar for gerbil

"I have already removed the older version of Norton using the Windows "Add or Remove Programs""
-use the Norton removal tool specific to that old installation. They publish it for a reason.

Member Avatar for Tom9489

It took me three tries, but I finally got Norton 2009 removed. All of the problems went away. I tried re-installing Norton 2009 and got some of the problems back. I plan to contact both IBM and Norton tomorrow night to see if they know if any compatibility issues between IBM ThinkPads and Norton 2009.

Member Avatar for gerbil

This is the page for selecting the correct tool, for reference:

There is a thirdparty? tool also out there, SymNRT.
Perhaps you have already paid for N2009, and so are rightly affronted by it, but remember the excellent free AV services out there... eg Comodo.

Member Avatar for Michael York

It took me three tries, but I finally got Norton 2009 removed. All of the problems went away. I tried re-installing Norton 2009 and got some of the problems back. I plan to contact both IBM and Norton tomorrow night to see if they know if any compatibility issues between IBM ThinkPads and Norton 2009.

Hi Tom,

This is Mike from the Norton Authorized Support Team.

There are no known issues with installing Norton AntiVirus 2009 on a ThinkPad. You should make sure that you have all of the Microsoft patches applied to Windows XP by running Windows Update as your first step.

The Norton Removal Tool was created to remove all traces of Norton before installing a newer version so that you have a clean installation. Please carefully follow the steps below to properly remove and then install the updated version of Norton AntiVirus. Make note of your Activation Key which you will be prompted for during the installation of Norton AntiVirus 2009.

1. Click on the following link to download the Norton Removal Tool:

2. After you run the tool, please restart your computer. Then log in to Windows again and run the removal tool again. Restart your computer after it is finished running the second time as well.

3. Click on the link below and then choose the "Download" button under 'Norton AntiVirus" to download the latest installer.

4. When the installation is complete, launch Norton AntiVirus 2009 and choose "Run LiveUpdate." If any updates are installed, restart your computer. This step will also invoke the new "Pulse Updates" feature in Norton AntiVirus, which will automatically check for and install definition updates every 5-15 minutes in the background, so that you are always protected against the latest threats that are discovered.

Please follow these instructions and let me know if you still experience any issues.

Thank you,
Mike

Member Avatar for Josh Connerty

I had a toshiba with XP media center and there was a similar issue.

I found hitting the windows key and L will lock the computer (switch users, not sure) and you can then click the shut down button and it shuts down.

I am affraid mike this was due to norton 360. I think it is a uncommon issue, may be something to do with other software installed aswell.

But yes wiping 360 off and replacing it with AVG Free Edition seemed to do the trick (symantec was running out in I think it was a week anyway). I have never come accross this issue with Internet Security though.

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