topic Re: NORTON AUTO-PROTECT STOPPED WORKING AFTER 5/11/10 VIRUS DEFINITION UPDATE in Norton Internet Security / Norton AntiVirus

NORTON AUTO-PROTECT STOPPED WORKING AFTER 5/11/10 VIRUS DEFINITION UPDATE

NORTOFF — Tue, 18 May 2010 19:44:09 GMT

The virus definitions that updated to my windows xp computer 5/11/10 caused my 2003 Systemworks to cease its Auto-Protect functions....I know this issue is in several other threads currently, but it has BEEN A WEEK and I am wondering how much longer it will be before someone looks at this screwup and comes up with a fix. HELP NORTON!

Re: NORTON AUTO-PROTECT STOPPED WORKING AFTER 5/11/10 VIRUS DEFINITION UPDATE

jimmyjo — Wed, 19 May 2010 11:29:22 GMT

Good luck waiting on Norton Tech Support NORTOFF...it has now been OVER a week and nothing but "heard nothing yet-be paitent"s from other threads...hmmm-maybe this is Symantecs way of clearing these old products out. Rather than be upfront and tell us they will no longer offer updates for these programs (2002 and 2003 NAV) which would alienate a lot of people, they just issued a tainted update that shut us all down then claim ignorance. I thought it was suspicious when the link for a solution on the error message opened into a "upgrade to NIS 2010" page. Well I own NIS 2010 (run on 1 rig) and NIS 2007 (which I prefer and run on 3 rigs) but neither runs well on my old XP dinosaurs--they cause them to run verrry slow and sometimes freeze. Many people are in this same situation, and upgrading is not an option-at least not to another Symantec product. NORTON-if you actually read these posts please fix this...it is not difficult since WE have isolated the cause and it is easily reproduced. NORTOFF-remove the 5/11 virus definitions from your program then reboot and your autoprotect will work again...it is easy to do and a good temp fix. If you need directions, say so and I will give you step by step. Once again...NORTON PLEASE FIX THIS!!

Re: NORTON AUTO-PROTECT STOPPED WORKING AFTER 5/11/10 VIRUS DEFINITION UPDATE

NORTOFF — Wed, 19 May 2010 12:41:21 GMT

JJ: I sure hope youre wrong about Norton screwing with us....Thanks for the offer of details for removing the problematic virus update from 5/11. Ive tried following other threads directions but I do not have any older virus definitions since I used my tried and true Symantec fix of total removal and complete reinstall of the Norton product...the only definitions I have on my computer are from 2002 and I have been unable to find any kind of archived "old definitions" on the symantec site. Could you send me the previous "good" virus definitions directory for 2003 NAV? Also, step by step directions for replacing the "bad" virus defs from 5/11? My email is farmassist 'at' hotmail 'dot' com. Thanks again!! Best Regards----Nortoff

Re: NORTON AUTO-PROTECT STOPPED WORKING AFTER 5/11/10 VIRUS DEFINITION UPDATE

jimmyjo — Wed, 19 May 2010 13:22:43 GMT

Nortoff: I saw you post and replied immediately hoping to catch you before you signed off. I will send virus definitions from 5/5 to your email-I would post here but there are too many files in the directory to attach here. They may come in 2 or 3 emails so when you get them, compile them into one directory called 20100505.004. The directions to follow are simple and I can tell you here. Move the directory you just made to C:/Program Files/Common Files/Symantec Shared/Virus Defs. Remove the directory called 20100511.005-this is the bad definitions. Open definfo.dat with notepad and change CurDefs=20100511.005 to the new directory you just made CurDefs= 20100505.004. Then close data file and accept changes. Now, open usage.dat with notepad and do the same thing you just did, replacing the "bad" virus directory with the "good" one. It is right in the middle of the gibberish. Accept changes and close the file. Now, you need to TURN OFF LIVEUPDATE in your Norton then reboot computer. Your product will function fully as before but it will be using virus definitions from 5/5 until Norton fixes this mess. If you forget and run liveupdate and auto protect is hobbled again, just redo these steps and it will work again. If any questions just post here. Cheers------JJ

Re: NORTON AUTO-PROTECT STOPPED WORKING AFTER 5/11/10 VIRUS DEFINITION UPDATE

CeeBee — Wed, 19 May 2010 16:11:51 GMT

I use NSW/NAV 2003 on an XP/Sp3 computer and downloaded the May 10 definitions here:

ftp://ftp.metu.edu.tr/virus-updates/symantec/20100510-002-i32.exe

As far as I know, they are the latest definitions to work okay. I installed them and everything works fine on my NAV 2003 setup.

Re: NORTON AUTO-PROTECT STOPPED WORKING AFTER 5/11/10 VIRUS DEFINITION UPDATE

NORTOFF — Wed, 19 May 2010 17:48:35 GMT

Thanks JJ--I received your emails and managed to get my Norton Autoprotect going-first thing I did was scan for viruses...Ive been to some pretty questionable places looking for fixes for this NORTON FIASCO...I also tried the new update for today 5/19 since its been EIGHT DAYS but NORTON STILL HAS NOT ADDRESSED THIS ISSUE. I had to remove this newest update and revert to 5/4 update. I will try CBs 5/10 update-(CEEBEE: where did you get this from and how did you find it?) I am continually checking the other threads for a fix but no joy---all they get is a NORTONIAN telling them to be paitent. What a smoking pile.

Re: NORTON AUTO-PROTECT STOPPED WORKING AFTER 5/11/10 VIRUS DEFINITION UPDATE

CeeBee — Wed, 19 May 2010 19:31:54 GMT

Got the link from another thread on the same issue. I checked the source and the FTP server is operated by the Middle East Technical University (METU). You can easily search for them. Then I checked the definition file and it checked out too. But, of course, like everything downloaded from the web, if you run it it's your choice....

Re: NORTON AUTO-PROTECT STOPPED WORKING AFTER 5/11/10 VIRUS DEFINITION UPDATE

jimmyjo — Wed, 19 May 2010 21:08:25 GMT

Middle East Technical University?? OMG... What has Symantec done to us? Thanks CeeBee-it works fine on my computer too...VERY shy about downloading executables though!

Re: NORTON AUTO-PROTECT STOPPED WORKING AFTER 5/11/10 VIRUS DEFINITION UPDATE

Dave_Coleman — Wed, 19 May 2010 23:51:21 GMT

LanaK just posted some new information here:

http://community.norton.com/t5/Norton-Internet-Security-Norton/Older-Versions-of-NAV-NIS-Suddenly-Inoperable/m-p/232965#M112521

Sorry,

Dave

Re: NORTON AUTO-PROTECT STOPPED WORKING AFTER 5/11/10 VIRUS DEFINITION UPDATE

NORTOFF — Thu, 20 May 2010 08:26:06 GMT

All you LOOKIE LOOS need to register and sign in and reply to this NORTON "strategy"...there are hundreds of readers of these posts but only a couple dozen posters. It is easy to register and this might be your only chance to voice your opinion about this "incentive" to upgrade that Symantec has implemented. Maybe if enough voice their opinions things might change...Meanwhile, Ill be shopping for a new AV program...and it wont be made by Symantec.

Re: NORTON AUTO-PROTECT STOPPED WORKING AFTER 5/11/10 VIRUS DEFINITION UPDATE

jimmyjo — Thu, 20 May 2010 11:40:35 GMT

I hear that Nortoff...part of the reason Norton treats consumers like cattle is because they often behave like cattle. These "lookie loos" as you call them are interested enough to read the posts but wont say a word about this Norton BM...mooove along little doggies and upgrade your boxes so you can upgrade your NAV to 2010. I will probably spend the day attempting to uninstall my 2003 products which is ALWAYS an adventure with Symantec products. I have room for my two rigs on my NIS 2010 subscription since I only have it installed on 1 computer now (because I absolutely hate it) so this wont cost me any bucks (just a lot of aggravation). When my 2 subs (I have 3 rigs running NIS 2007 too) expire this fall I will be buying some other Internet Security suite--just NOT a symantec product. We are done with them. So, just to recap for LanaK and Reese the helpful Norton people...if youre keeping score you just lost one longtime symantec customer with his 2 annual subscriptions but you gained another disgruntled exNorton user.

Re: NORTON AUTO-PROTECT STOPPED WORKING AFTER 5/11/10 VIRUS DEFINITION UPDATE

jimmyjo — Thu, 20 May 2010 12:02:05 GMT

N:: I just found an unused NIS 2010 CD I had forgotten all about! I received it in a bundle and it was pretty much free. It allows install on up to 3 rigs...youre welcome to it if you want it--just let me know. You can download the software from norton and Ill email you the Activation Key so we dont even need to mail it. The downside is youll have Norton for another year hahaha. I really dont like it so I wouldnt use it anyway. Regards---JJ

Re: NORTON AUTO-PROTECT STOPPED WORKING AFTER 5/11/10 VIRUS DEFINITION UPDATE

NORTOFF — Thu, 20 May 2010 14:32:06 GMT

JimmyJo: Thanks for the offer but I just ordered McAfee IS for 3 users from Frys.com for $5 after $65 rebate....$30 is cuz Im switching from Norton, so THANK YOU NORTON. If anybody is interested, they also are selling the Norton bundle for a penny after $75 rebate which includes NIS 2010, but thats about all its worth to me-a penny-because it makes my computer run sooooo slooooow and wont help most of us here with this particular problem. Norton-take note that I dont even want NIS 2010 for FREE! Cheers, NORTOFF-officially changing my name to NORTNOT

Re: NORTON AUTO-PROTECT STOPPED WORKING AFTER 5/11/10 VIRUS DEFINITION UPDATE

jimmyjo — Fri, 21 May 2010 02:38:36 GMT

Nortnot...hahaha. I tried Mcafee 2008 and hated it-maybe 2010 is better but its only 5 bucks. Im gonna go with Kaspersky-I have one laying around I never used and keeping Norton Personal Firewall going. Did you see somebody got offered 50 buck coupon at Norton Online Store? I sure didnt...did you? Its not right that some get something and others dont. Not big deal though-they only sell Norton stuff, and I dont think anything is as cheap as 50 bucks. Later---JJ

Re: NORTON AUTO-PROTECT STOPPED WORKING AFTER 5/11/10 VIRUS DEFINITION UPDATE

NORTOFF — Fri, 21 May 2010 03:28:50 GMT

JJ: I did see the email that guy got and I got the exact same one. I havent done anything with it yet, although I wonder who else got it too. If it was cash it would be a pretty fair offer and I would feel a lot better about this whole thing since I paid 30 for the program in Jan. But its a coupon at the norton store and that stuff is way overpriced...subtract 50 bucks and thats what you would pay on ebay. So its really not worth much. What really bothers me though is why did I get it and not you. I did ask that Norton guy Reese to answer a couple questions, but got nothing but silence back. RUDE, but I think thats why the offer. Other than that, Ive just been beetching and moaning. Hey, did you see those two "contributors" who sounded like Uncle Nortons nephews saying what a generous offer that was from Norton and tearing up the guy who posted the 50 dollar email because it was meant to be private. "look up the meaning of scrupulous you fool" hahaha what a couple of dix. Never saw their names in any of these posts until now, so Im thinking maybe we will get some attention now. You know, up til 5/11 I thought of Norton as an ally and protector-its on my kids computers and guards my most important secrets. Now, I feel like a scrupulous fool...I dont think they intentionally did this, or at least I want to think that, but I think they will not fix it. I think they can but wont because they see a whole lot of potential paying customers not paying. Unfortunately, these are mixed in with paying customers who really got screwed. Let me know if you get email offer....NORTNOT

Re: NORTON AUTO-PROTECT STOPPED WORKING AFTER 5/11/10 VIRUS DEFINITION UPDATE

reese_anschultz — Fri, 21 May 2010 04:34:10 GMT

NORTOFF/NORTNOT,

I'm sorry that I didn't answer your earlier questions previously. I do not work in support and I'm not working directly on this issue so I don't know the answers. I don't even work directly on these products, only some of the technologies that go into them. I can only offer my speculations and opinions.

Tech support should know how to revert a set of definitions and I'm sure that somebody will be looking into this. They may not have known to offer that as a solution at that time, though, given that the issue hadn't been researched yet. Which leads to your second concern -- time to response.

As indicated previously, this was not an intentional action and nobody expected this to happened. When I first noticed this on Friday the 14th (first post was the evening of the 13th) I started researching it as a courtesy to the Norton Community customers using the 2002 products who are no longer entitled to support. By Monday it became clear that there was a more general problem with that update and more resources were put into investigating and understanding the problem. Tuesday LanaK posted an official response; less than three working days from the original report.

Regarding customers trusting Norton and buying subscriptions in the future, I can't answer that. To my knowledge, there aren't any active 2002 product subscriptions so I'm not sure this issue would affect most of those users' future subscription purchases. I already admitted that there are some 2003 product users with current subscriptions that are also affected by this, and for that, I'm sorry and have already said that we are trying to come up with a solution. Only time will tell whether that solution will win back their trust and they renew.

Re: NORTON AUTO-PROTECT STOPPED WORKING AFTER 5/11/10 VIRUS DEFINITION UPDATE

jimmyjo — Fri, 21 May 2010 12:15:22 GMT

Nort: I got that email yesterday afternoon too but it got lost in my junk. If we both got it then everybody probably did and arent talking about it...reminds me when somebody gets a raise at work LOL. Sounds like a way to shut everybody up and bring them back into the symantec fold. I was monkeying around yesterday with one of my rigs and since I had just cleaned it of all things Norton, I installed that NIS 2010 and I hate to say it (especially HERE!!!) but it was MUCH improved from the last time I tried it. That box has an old and slow Pentium with 1gig of ram running xp sp3 and my performance wasnt affected much at all...it was JUST like my 2003 Nortons never left--except with all the new bells and whistles. They MUST have fixed it because the last time I tried it it toooook forevvvvver toooo opennnn anythingggg. I am still not a Norton lover and the way they handled this whole thing was awful...but it installed in like 3 minutes! I think I will keep it and use it as part of my solution to this mess, since we dont seem to be making any progress with a fix here. After reading Reese's response, this doesnt seem to be very high on the totem. JJ

Re: NORTON AUTO-PROTECT STOPPED WORKING AFTER 5/11/10 VIRUS DEFINITION UPDATE

NORTOFF — Fri, 21 May 2010 12:32:04 GMT

JJ--You almost sound like youve been replaced by a pod person...maybe you can buy another 2010 at the norton store with your coupon! ssshhh...we dont want to incite the nephews. Reese didnt sound very encouraging did he? N

Re: NORTON AUTO-PROTECT STOPPED WORKING AFTER 5/11/10 VIRUS DEFINITION UPDATE

CMEPCMEP — Fri, 21 May 2010 13:50:57 GMT

jimmyjo wrote:
Did you see somebody got offered 50 buck coupon at Norton Online Store? I sure didnt...did you? Its not right that some get something and others dont.
I think if you send a Norton Employee a personal e-mail regarding this issue (Dave Coleman, Reese Anschultz, etc.), they send back this "canned" response. That's what I did and what I got back.

Re: NORTON AUTO-PROTECT STOPPED WORKING AFTER 5/11/10 VIRUS DEFINITION UPDATE

reese_anschultz — Fri, 21 May 2010 16:03:41 GMT

CMEPCMEP wrote:

jimmyjo wrote:

Did you see somebody got offered 50 buck coupon at Norton Online Store? I sure didnt...did you? Its not right that some get something and others dont.

I think if you send a Norton Employee a personal e-mail regarding this issue (Dave Coleman, Reese Anschultz, etc.), they send back this "canned" response. That's what I did and what I got back.

Please don't send me such messages, I have no ability or authorization to make such offers.