topic Re: (8921,246) Fix Still NOT Working in Norton Internet Security / Norton AntiVirus

(8921,246) Fix Still NOT Working

jsorejgs — Thu, 16 Apr 2009 19:42:17 GMT

I have applied the latest fix for the (8921,246) error and I am still getting this error message. Are there any ideas as to why. I know my computer settings are working because I re-installed the NAV software v16.0.0.125. Ran live update and received 10 updates, ran again and got 4 more updates. One of the updates gave me 16.5.0.134. Now I can't use Live Update. I applied the two latest fixes bring the lue.dll up to v1.1.2.2 Now what?

Re: (8921,246) Fix Still NOT Working

reese_anschultz — Thu, 16 Apr 2009 19:48:16 GMT

Just to be clear, did you run this fix tool?

Re: (8921,246) Fix Still NOT Working

jsorejgs — Thu, 16 Apr 2009 19:53:33 GMT

yes I ran the fix tool (KB20090320152130EN) and the lue.dll v 1.1.1.1 was installed. Then I ran another patch (KB20090317165343EN) for the 301 error and now I have lue.dll v 1.1.2.2

Re: (8921,246) Fix Still NOT Working

reese_anschultz — Thu, 16 Apr 2009 20:31:04 GMT

jsorejgs, thanks for confirming your steps. I've asked somebody to contact you for your LUE logs. These will help to diagnose your problem.

Re: (8921,246) Fix Still NOT Working

jsorejgs — Thu, 16 Apr 2009 20:49:05 GMT

I just sent to your email address a copy of the lue.log file

Re: (8921,246) Fix Still NOT Working

dbrisendine — Fri, 17 Apr 2009 01:57:30 GMT

Have you rebooted your system after all the updates?

Re: (8921,246) Fix Still NOT Working

jsorejgs — Fri, 17 Apr 2009 05:11:11 GMT

Yes re-booted, using XP Professional. Received the 8921,246 error 1st before the hot fixes, now receiving 8921,229 error.

Re: (8921,246) Fix Still NOT Working

reese_anschultz — Fri, 17 Apr 2009 14:07:53 GMT

jsorejgs,

We've received your logs. Thanks!

As you've mentioned, it appears that the fixes did solve your 8921,246 problems but now you are getting an 8921,229 error. From looking at your logs, LiveUpdate is receiving an HTTP 400 response, which means Bad Request. One of our developers did a little research and noted that some proxies are known to return a 400 response when DNS lookups time out. Are you using a proxy? If so, is there a way to check its logs for any DNS timeouts?

Re: (8921,246) Fix Still NOT Working

jsorejgs — Sat, 18 Apr 2009 01:17:44 GMT

Just wanted to update the thread to let those following the thread that it appears that we have narrowed down the issue causing the oblem to a parental filter being applied on the ISP side. When this filter was disabled the liveupdate worked. Now to why? Not sure yet, still doing testing, it could be on the liveupdate side or the ISP side. We will still be doing more testing.

Re: (8921,246) Fix Still NOT Working

OscarL — Tue, 21 Apr 2009 19:27:51 GMT

jsoregjs,

Can you give us more detail on what the parental filter applied was? Did it filter out a range of IP's?

Re: (8921,246) Fix Still NOT Working

jsorejgs — Wed, 22 Apr 2009 02:26:50 GMT

I had my ISP turn kid-safe back on and add the liveupdate url. Live update quit working. I have had them turn kid-safe off and I am going to try a new program called K9 Web Protection and see if that works, my ISP suggested it. I guess you guys will have to work with kid-safe and figure out what is going on. Again thanks for your quick responses and willing to try to fix the problem, I still want to use your product.

Re: (8921,246) Fix Still NOT Working

reese_anschultz — Wed, 22 Apr 2009 15:01:55 GMT

Thanks jsorejgs for working with me to get a handle on this. To summarize your issues...

You initially were receiving the 8921,246 problem. After applying the fix for this issue, you started receiving 8921,229 errors instead. What this meant was that LiveUpdate was receiving HTTP 1.0 error code 400 -- Bad Request -- responses when it tried to get updates. Since the normal LiveUpdate servers shouldn't send HTTP 1.0 responses at all, we suspected that one of the hops en route to the LiveUpdate servers might be doing some filtering of the HTTP content. You had your ISP disable the parental control filtering and the LiveUpdate problem went away. With some further analysis of the error 400 response, we noticed that this was coming from a web filter called DansGuardian that your ISP is apparently using to provide the parental control features. I submitted a bug report to the DansGuardian project a couple of days ago so that we can hopefully understand why they are returning this error code when nobody else does and if there is anything that we, and they, can do about it in the future.

Thanks again for spending a lot of time running tests and helping us to identify the issue!

Message Edited by reese_anschultz on 04-22-2009 08:01 AM