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Slideshow Symantec anti-virus update makes some PCs inoperable Tweet Share this Email Print Related News Yahoo breach puts users of other sites at risk Thu, Jul 12 2012 "Internet Doomsday" virus fizzles, web traffic flows Mon, Jul 9 2012 Virus could black out nearly 250,000 PCs Thu, Jul 5 2012 Microsoft brings phone software closer to Windows Wed, Jun 20 2012 Microsoft tackles iPad with Surface tablet Tue, Jun 19 2012 Analysis & Opinion FINRA’s know-your-customer and suitability rules require brokerage changes, new strategies Microsoft tablet suffers from lack of greatness Related Topics Tech » Enrique Salem, CEO of Symantec Corp., speaks at the Reuters Global Media and Technology Summit in New York, June 12, 2012. Credit: Reuters/Brendan McDermid By Jim Finkle BOSTON | Fri Jul 13, 2012 4:53pm EDT BOSTON (Reuters) - A bug in an update of Symantec Corp's anti-virus software caused some Windows PCs to crash, making machines inoperable until they were serviced in an embarrassing episode that angered some customers. The company disclosed the problem on its website, saying that an update to its widely used Symantec Endpoint Protection 12.1 anti-virus software for businesses caused some PCs running Windows XP software to crash repeatedly, showing what is known as the "blue screen of death." The embarrassment comes at a challenging time for Symantec, whose shares have lost about a quarter of their value since it warned of a pending profit decline three months ago. "Enterprise security has continued to be an uphill battle for Symantec," said Daniel Ives, an analyst with FBR Capital Markets. "There is increasing competition. The company historically has not been consistent around executing." Customers reported it took Symantec hours to identify and fix the bug and that they needed to fix computers broken by the tainted update on their own. Symantec's advisory said the company did not know what caused the problem, but that PCs could be fixed if customers manually removed the software from each disabled computer. "Phoning Symantec support this morning was the start of the hell we went through," one customer said in a support forum on Symantec's website. "The support is a joke, the quality control is a joke, and the software is not much better." Customers complained on a Symantec user forum that the removal process was time consuming, although one said the software maker had offered compensation for the inconvenience. That customer said on the support site that he emailed technical support to ask: "How is Symantec going to compensate customers for the hours of lost worker production and the time and effort taken by IT staffs to rectify this huge error by Symantec?" He said a company representative called him 20 minutes later to say they were working on a compensation package. "I encourage everyone to ask to be compensated for the time and effort it took all of us (to) fix Symantec's software," the customer said on the support site. (bit.ly/LiH764) Symantec spokeswoman Ellen Hayes said she could not immediately discuss the terms of any compensation that might be in the works. She was also unable to say whether the update caused machines running Symantec's Norton anti virus software for consumers to malfunction. A technology manager with Dutch company PSO Beheer BV told Reuters the bug caused some 150 PCs to fail. His company had to close a laboratory with equipment running on Windows XP machines and also sent some workers home so they could access their network remotely. "It did have quite an impact on our business," said manager Ron van den Broek. "My first impression is Symantec is downplaying the effects of this issue." A Maryland-based insurance company temporarily shut down anti-virus software for all its 150 PCs to prevent them from getting damaged, leaving them without protection, the company's technology manager told Reuters. Hayes also said she could not immediately say how many PCs had crashed after receiving the update. (Reporting By Jim Finkle; Additional reporting by Joseph Menn; editing by Dan Grebler and Andre Grenon) Tech Related Quotes and News Company Price Related News Tweet this Link this Share this Digg this Email Reprints We welcome comments that advance the story through relevant opinion, anecdotes, links and data. If you see a comment that you believe is irrelevant or inappropriate, you can flag it to our editors by using the report abuse links. Views expressed in the comments do not represent those of Reuters. 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