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Kudos0

One Click Support problem

I ran a support session today to see if everything was okay,it came back with:-

Incorrect Definition Updates settings Fixed We have detected that your Definition Updates are not set correctly, which can cause a failure in Auto-Protect startup. This issue may have occurred after you ran the Windows System Restore. We have successfully fixed this problem for you.  I then ran another support session which came back '"all scans appear normal" After a few hours I ran another support session and it again said 'Incorrect definition Updates Settings -  Fixed'.Why is this happening? All definitions were upto date according to 360's main panel.I have not run system restore for months I have V3 on Vista Message Edited by Rob_N on 03-20-2009 07:42 PMMessage Edited by Rob_N on 03-20-2009 07:44 PMMessage Edited by Rob_N on 03-20-2009 07:45 PM

Replies

Kudos0

Re: One Click Support problem

I ran a support session today to see if everything was okay,it came back with:-

Incorrect Definition Updates settings Fixed We have detected that your Definition Updates are not set correctly, which can cause a failure in Auto-Protect startup. This issue may have occurred after you ran the Windows System Restore. We have successfully fixed this problem for you.  I then ran another support session which came back '"all scans appear normal" After a few hours I ran another support session and it again said 'Incorrect definition Updates Settings -  Fixed'.Why is this happening? All definitions were upto date according to 360's main panel.I have not run system restore for months I have V3 on Vista Message Edited by Rob_N on 03-20-2009 07:42 PMMessage Edited by Rob_N on 03-20-2009 07:44 PMMessage Edited by Rob_N on 03-20-2009 07:45 PM
Kudos0

Re: One Click Support problem

Tried again today and got "Incorrect Definition Updates settings   -   Fixed"
Kudos0

Re: One Click Support problem

Hi,

I have the same problem - but in NIS 2009. Ok, MY system restore is running..but..it can't be mentioned to turn them off, lol? What, if I screwed my system up, e.g.  if I'm installing wrong drivers and I've got NO system restore, yeah, then you have a lot of work - for nothing.

But even if it woul be turned off - like it does @ your pc - there seems to be no solution for this problem.

At Rokop Security has been a thread also, but there nobody could say, what to do, do fix the problem.

It woul be great, if any well known user or a symantec employee could help us both.

Kudos0

Re: One Click Support problem

The fix that One Click does is to run the Intelligent Updater.

All my definitions appear up to date though before the Intelligent Updater runs

Kudos0

Re: One Click Support problem

Mhm...lol. Mine are completely up to date, too. The automatic LiveUpdate and the regurlarly updates are both on...mhm, very confusing.I think, somebody should call the support :D
Kudos0

Re: One Click Support problem

I have the same problem. Could anybody explain this bug?

What does it mean?

We don't get the updates in time?

We don't get the correct updates?

We don't get any updates?

... greetings from Germany

Rainman

Kudos0

Re: One Click Support problem

I also have 360 V3 installed on a Vista Laptop and I have never had this error on that machine
Kudos0

Re: One Click Support problem

 Rob_N

I got 360v3 installed on my vista OS without any of the problem that u guys has, as for vista Windows System Restore is running automatically and will create a restore point by its own and you can't turn it off too this is set by microsoft. you need some configuration if you want to turn it off but i don't really recommend it, just delete the previous restore point and create one latest point if you want to free some of your disk space up and also try run the support session see whether is the restore point causes the problem cos i always delete my previous restore point to gain more disk space. If still cant i think you should try this  Step 1. go to your control panel/classic view/symantec live update/ open it then general tap look for error support level, change to ENHANCED click ok  Step2. Click Start> Run
In the Run dialogue box, type luall and then click OK and run the update, if the problem unsolve try to wait for 1 to 2 day then run live update again.  if the problem solved go back to step 1 and turn error support level back to off. hope this helps!

Last hope is to removed all previous norton products by using norton removal tool @ http://service1.symantec.com/SUPPORT/tsgeninfo.nsf/docid/2005033108162039 then reinstall your norton product again by running as an administrator. hope this helps too!

Message Edited by Dazhumon on 03-30-2009 10:24 AM
The only thing necessary for the triumph of evil is for good men to do nothing. ....
Kudos0

Re: One Click Support problem

Did you ever announce this issue to the official support?

I did it last week. I gave my report to the support in Frankfurt and they sent it up to the european developteam in Ireland. Now I'm very curious.

... btw:  The update-counter doesn't continued after 1 hour. And the virus- spywaredefinition aren't "uptodate". I hope they are among each other in close connection.

Rainman

Kudos0

Re: One Click Support problem

Ok, I think, someone didn't understand my - or should I say our - problem.

The definitions in MY Norton 2009 Internet Security are COMPLETELY up to date. The automatic update runs fine, as I can see in this nice little blue dialog box. (Don't know, if you can see this one in 360, too)

But the one-click-support does find - even today - that my  'Incorrect definition Updates Settings' have been fixed.

How could this happen? What settings are mentioned here?

Oh, I noticed, that Norton without anything to say, I've just found it through pure randomness...NORTON kills all my old   restore points! **bleep**!

I wondered so much, why TuneUp 2009 didn't found them anymore, as I wanted to wipe free disk space...no surprise, if they all get 'fixed', how Norton would say, huh?

What if somebody really need this **bleep** restore points, maybe one from the last week? And there is no one left, because Norton did a nice 'clean up' ?

Kudos0

Re: One Click Support problem

Do you have the disk defragmentation turned ON in N360 settings?
Win7 x32 SP1
Kudos0

Re: One Click Support problem

The_german_user

hi there, i dont understand what u trying to say, u said "in NIS 2009. Ok, MY system restore is running..but..it can't be mentioned to turn them off, lol? What, if I screwed my system up, e.g. if I'm installing wrong drivers and I've got NO system restore, yeah, then you have a lot of work - for nothing". As i already said earlier you can't turn system restore off it will create checked point on certain time the only thing you can do is to delete previous restore point and keep the latest and i don't think NIS2009 will kill all your restore point too cos i had NIS2009 on my other vista OS running and nothing like what u said happen and i use tuneup2009 too, tuneup 2009 clean up disk space function will delete all your restore point or did you deleted your restore point by any Schedule automatic cleanup and you don't even know. so please check your tuneup2009 or any other optimizing program like iolo system mechanic that got this function. see picture.

 

Message Edited by Dazhumon on 03-31-2009 01:23 AM
The only thing necessary for the triumph of evil is for good men to do nothing. ....
Kudos0

Re: One Click Support problem

Hi,

I've just heard, that the in windows itself implented Disc Clean-Up Tool maybe delete the restore points?

Kudos0

Re: One Click Support problem

The_german_user

Yes bro, windows disk cleanup will delete your restore point if you has click on clean up restore point.

 

If you people want to know how to turn off or on system restore point on vista please let me know i'll like to help you people how to configure it.  

The only thing necessary for the triumph of evil is for good men to do nothing. ....
Kudos0

Re: One Click Support problem

Hi,

This error message sounds like something from the old 3035,6 and 3035,12 error I had on my NIS07

you should check the registry values for

HKLM\SYSTEM\CurrentControlSet\Services\NAVENG\imagepath

and

HKLM\SYSTEM\CurrentControlSet\Services\NAVEX15\imagepath

to check that they are not corrupted.

EDIT:

Just for reference: the NIS07 errors where fixed by running intelligent updater. you can try to download it and see if it changes the registry

Then run One-click support and se if they change anything in the registry keys.

Message Edited by Rax on 03-31-2009 07:16 AM
  One is glad to be of service ~Andrew Martin
Kudos0

Re: One Click Support problem

Defragmentation of the disk can also cause you to lose your Restore points (under Vista) IF you have VSS running and the defrag utility does not take that into account.  This is a known problem to Microsoft (see MS KB312067 ).  All I'm saying is that the defrag in N360 may have caused the problem; can you chacke to see if this has run yet?
Win7 x32 SP1
Kudos0

Re: One Click Support problem

All,

It seems this thread is going to two different topics. The original topic should have been solved with this fix we released yesterday - http://community.norton.com/norton/board/message?board.id=Norton_360&thread.id=10871

Let me know if this corrects the original issue posted on this thread.

Kudos0

Re: One Click Support problem

   Tim_Lopez

Yes sir we are driving on opp lane cos mr german miss understood that norton deleted his restore point so .... . but i think its solve now..

The only thing necessary for the triumph of evil is for good men to do nothing. ....
Kudos0

Re: One Click Support problem

I tried the fix.It said it had worked and asked me to reboot.After reboot ran Liveupdate and full scan as instructed,then went to Oneclick where I received the 'Incorrect Definition Updates settings - Fixed' again

Kudos0

Re: One Click Support problem

Hi Tim_Lopez,

in my case, that could not be solved  my »1-Click-Support-Problem«.

Rainman

Kudos0

Re: One Click Support problem

This fix does not work for me

Kudos0

Re: One Click Support problem

Try again now.  To clarify, that detection is around the imagepath that someone mentioned earlier.  The fix is not Intelligent Updater.  The fix modifies the path and points to the correct folder.  An update was released yesterday as there were some issues with the path on some non-English versions of Windows that was corrected. 

Kudos0

Re: One Click Support problem

The fix download is still dated 31/03/09 ver 1.3.1.10.

Is this the latest version?

Kudos0

Re: One Click Support problem

Could you provide a screenshot?  Where are you seeing a version for the fix?  The earlier posts where with respect to a detection that occurs after clicking "Begin Support Session."  Are you referring to something else? 
Kudos0

Re: One Click Support problem


Tim_Lopez wrote:

All,

It seems this thread is going to two different topics. The original topic should have been solved with this fix we released yesterday - http://community.norton.com/norton/board/message?board.id=Norton_360&thread.id=10871

Let me know if this corrects the original issue posted on this thread.


This is the fix that was offered to solve my problem ,the download in this is dated 31/03/09 and does not work for me
Kudos0

Re: One Click Support problem

Now I understand why I was confused.  I was referring to the detection that you mention in the first post:

Incorrect Definition Updates settings Fixed We have detected that your Definition Updates are not set correctly, which can cause a failure in Auto-Protect startup. This issue may have occurred after you ran the Windows System Restore. We have successfully fixed this problem for you. The fixtool that you are referring to is for that other thread.  If it's not resolving your issue, please post to that thread.  I was posting an update on the original item which should be corrected now.Message Edited by erik_carlstrom on 04-17-2009 11:24 AM
Kudos0

Re: One Click Support problem

When running One Click I get the "Incorrect Definitions Update Settings - Fixed" but if I then reboot the PC and run One Click again I still get "Incorrect Definitions Update Settings - Fixed"

The 'Fix' only lasts a few hours anyway even if the PC is left on.

Message Edited by Rob_N on 04-17-2009 08:29 PM
Kudos0

Re: One Click Support problem

OK.  So it's not fixed for you.  What language is your product?  OS?

Check the following registry keys and let me know what the image path is:

HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Services\NAVENG

HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Services\NAVEX15

Also, check the Norton_SA.log in Temp.

Message Edited by erik_carlstrom on 04-17-2009 12:38 PM
Kudos0

Re: One Click Support problem

Hi Eric,

I've the sam eproblem and this fix doesn't work.

Vista 64 German 360°

\??\C:\ProgramData\Application Data\Norton\{0C55C096-0F1D-4F28-AAA2-85EF591126E7}\Norton\Definitions\VirusDefs\20090417.007\NAVENG.SYS

\??\C:\ProgramData\Application Data\Norton\{0C55C096-0F1D-4F28-AAA2-85EF591126E7}\Norton\Definitions\VirusDefs\20090417.007\NAVEX15.SYS

Rainman

Kudos0

Re: One Click Support problem

What do you see in Norton_SA in Temp?  Do you have a file in Temp named VirusDefsPath*?  You see the same symptoms where it's detected and "fixed" after every restart?
Kudos0

Re: One Click Support problem

Hi Erik,

could you explane me what / where »Norton_SA.log« is?

Rainman

Kudos0

Re: One Click Support problem

It's in your Temp folder. 
Kudos0

Re: One Click Support problem

No - in my temp iI haven't any VirusDefsPath*. Neither in User\temp nor in Win\temp!

The symtom after a restart is allways the same.

Rainman

Kudos0

Re: One Click Support problem

Open Windows Explorer and in the address put %Temp%.  That will take you to the Temp folder these will be in.

Kudos0

Re: One Click Support problem

I have the following Norton related text documents in temp:-

CheckRPCSvc

CheckSymProtect_Blocked

DetectDNSpoisoning

Log.IntelligentUpdater

N360V3_Backup_Settings

SOSSubscription_Exp

No Norton_SA or VirusDefsPath

Windows Vista 32bit SP1

Message Edited by Rob_N on 04-17-2009 09:26 PMMessage Edited by Rob_N on 04-17-2009 09:27 PM
Kudos0

Re: One Click Support problem

Let me check a couple things for you.

Kudos0

Re: One Click Support problem

@ALL

IMHO in the germam version is this path wrong

 HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Services\NAVENG (NAVE15)

 \??\C:\ProgramData\Application Data\Norton\{0C55C096-0F1D-4F28-AAA2-85EF591126E7}\Norton\Definitions\VirusDefs\20090418.022\NAVENG.SYS

It must to be written without "Application Data". Or the path must be set in quotation marks (because there is a blanc between Applcation and Data).

I did change this entry in Safe Mod. But after the next restart the path was restored by symantec in the »wrong version".

What ist the path like in italian, swedish, french or other non-english versions?

Is ther anybody who can respond to this question?

Rainman

Kudos0

Re: One Click Support problem

Rainman,

To clarify, after running AutoFix and receiving that detection you see \??\C:\ProgramData\Application Data\Norton\{0C55C096-0F1D-4F28-AAA2-85EF591126E7}\Norton\Definitions\VirusDefs\20090418.022\NAVENG.SYS as the imagepath?  Or is this before you run that you see this? 

Kudos0

Re: One Click Support problem

Hi Erik,

the AutoFix doesn't modify the path. The item is in both cases untouched.

Rainman

Kudos0

Re: One Click Support problem

That doesn't look correct for Vista.  Did you upgrade from XP?  Was the product installed during the upgrade? 

Rob posted logs in Temp.  Rainman, if you navigate to %temp% after running the autofix session to see the detection run, what log/txt files do you see?

Kudos0

Re: One Click Support problem

Hi Erik,

I'm so sorry. At the moment I'm not at home. I'm at the "Hannover Trade Fair" and will back on friday. 

On my PC wasn't any Operating System or any other sofrware. My VISTA 64 is a fullversion. No odds and ends of other AV-Scanner.

 file:///D:/Lager/NIS-Fehler/37eb1aa4-af6d-45d2-8849-250248a886c8.xml

 file:///D:/Lager/NIS-Fehler/CheckRPCSvc.log

 file:///D:/Lager/NIS-Fehler/DetectDNSPoisoning.log

 file:///D:/Lager/NIS-Fehler/etilqs_F6ZewXYdoR4aNXb2bc3Q

 file:///D:/Lager/NIS-Fehler/N360V3_Backup_Settings.log

On 17.04.2009 I saved this temp content. But I think that's never that what you mean. As I said I'm not at my »HomePC«.

Rainman

Kudos0

Re: One Click Support problem

@Erik

 since friday I have a new Computer - now NIS 2009 and the same problem.

»Falsche Einstellungen für die Definitionsaktualisierung«

 (Incorrect Definition Updates settings)

 

I'm sure that all german (or all non english) versions have the same problem. And I think that only 2 % make a mental note of it.

Here ist the content of one of the logs in temp:

---------------

Found Product: Norton Internet Security 16.5.0.134

DNS Invalid List XML: https://www-secure.symantec.com/home_homeoffice/support/special/ocs/2.5/autofix/SmartIssues/DNS_Poisoning_List.xml
1 => 85.255.11
2 => 127.0.0.1

Detecting issues in 'NameServer' registry entries.
'NameServer' entries collected:

Checking Key: SYSTEM\CurrentControlSet\Services\Tcpip\Parameters\Interfaces\{B6C80C43-1BBF-4827-BEA0-AEE1931D9809} =
Checking Key: SYSTEM\CurrentControlSet\Services\Tcpip\Parameters\Interfaces\{FB7280BF-628E-4468-8C2E-A4D95518FB2A} =

Detecting issues in 'DhcpNameServer' registry entries.
'DhcpNameServer' entries collected:

Checking Key: SYSTEM\CurrentControlSet\Services\Tcpip\Parameters\Interfaces\{FB7280BF-628E-4468-8C2E-A4D95518FB2A} = 192.168.2.1

Detecting issues in 'DhcpServer' registry entries.
'DhcpServer' entries collected:

Checking Key: SYSTEM\CurrentControlSet\Services\Tcpip\Parameters\Interfaces\{B6C80C43-1BBF-4827-BEA0-AEE1931D9809} = 169.254.2.1
Checking Key: SYSTEM\CurrentControlSet\Services\Tcpip\Parameters\Interfaces\{FB7280BF-628E-4468-8C2E-A4D95518FB2A} = 192.168.2.1


Task completed with return code: 0

-----------

25.04.2009 08:11:22
Detection: NPC Issue with NSW
---------------------------------------------


Last System Reboot Date: 25.04.2009 08:08:51
Date of Installation of 2009 Product: 25.04.2009 07:54:03
Date of Last Liveupdate Run: 02-26-

-----------------------------CEDPing-------------------------------------------------------------------

https://www-secure.symantec.com/techsupp/servlet/ProductMessages?&product=Norton Internet Security&version=16.5.0.134&language=&f=&d=WinVista(64 Bit)build6001-&e=de&module=2700&build=Symantec&a=NSW_NPC_AND_NIS_NAV_2009_Detection&i=25.04.2009 07:54:03&j=&k=02-26-&l=25.04.2009 08:08:51&m=&n=&o=Norton System Works version 2007 or 2008 not installed

-----------------------------CEDPing-------------------------------------------------------------------

ISSUE FOUND = FALSE: (Norton System Works version 2007 or 2008 not installed)

-----------------------------CEDPing-------------------------------------------------------------------

https://www-secure.symantec.com/techsupp/servlet/ProductMessages?&product=Norton Internet Security&version=16.5.0.134&language=&f=&d=WinVista(64 Bit)build6001-&e=de&module=2700&build=Symantec&a=NSW_NPC_AND_NIS_NAV_2009_Detection&i=25.04.2009 07:54:03&j=&k=02-26-&l=25.04.2009 08:08:51&m=&n=&o=Norton System Works version 2007 or 2008 not installed

-----------------------------CEDPing-------------------------------------------------------------------

------------

....greeting    Rainman

Kudos0

Re: One Click Support problem

Hello, as mentioned earlier, I've got exactly the same problem with the 'Incorrect Definition Update Settings' like Rainman as well. And as you all can see on my nick name, I'm a german customer, too. It's really a little bit annoying, beacuse I don't understand what I'm doing wrong. And if Rainman even has the same problem with a totally new computer, the error MUST be the fault of Norton.

I'm using NIS 2009.

Kudos0

Re: One Click Support problem

I've sent you both private messages. 
Kudos0

Re: One Click Support problem

Hi the_german_user

yes indeed. My new configuration is absolutly different but the bug is the same. I have both licenses (360° and NIS) and in both cases I can reproduce this effect.

Did you have written to Erik?

Rainman

Kudos0

Re: One Click Support problem

Hi you both.

Yes rainman, I've already answered his pm. Did you too?

I think most users didn't even know, that this bug - if there is one, and I'm thinking there is definitely one - is existing, because they don't check their Norton if it does nothing visible wrong for them.

Kudos0

Re: One Click Support problem

Hi, I have the same issue. I'm running Vista 64bit with NIS, and the problem says its fixed but I get the same result as the other people.
Kudos0

Re: One Click Support problem

Hi,

what language is your OS?

Kudos0

Re: One Click Support problem

I am still getting this on one machine.

UK Vista Sp1

Kudos0

Re: One Click Support problem

Rob,

What language OS and what language of the product do you have?

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