06-27-2011 09:18 AM
I am running the latest version of Norton 360. On some of the computers it is installed on, the internet connection drops after LiveUpdate runs. The only way to restore the connection is to reboot the computer.
I can turn off automatic LiveUpdate which solves the problem (until I manually run it) - but this defeats the purpose of the software and leaves my computers where it is turned off at risk because they din;t receive the latest definitions automatically.
Have not seen any posts or fixes to this issue here or elsewhere and need help!
06-27-2011 01:42 PM
Welcome to Norton Community!
Let us know the version of Norton 360 you use and your Operating System. Also let us know if you have any other security product installed.
06-27-2011 02:20 PM
Hi Yogesh -
No other anti-virus software running. AVG was on the computer prior to Norton, but was uninstalled prior to Norton install.
OS is Windows Vista Home Premium Service Pack 2 64-Bit.
Norton product - Norton Secuirty Suite Version 18.104.22.168
06-27-2011 11:55 PM - edited 06-27-2011 11:55 PM
Was the AVG removal tool used? If not, it can be had here. If it wasn't properly removed, it may require an uninstall and reinstall of Norton following the cleanup. Be sure to save your logins.
Is there any notification in history regarding the loss of the internet connection?
06-28-2011 06:09 AM
I think AVG was just uninstalled using the windows/program/uninstall method. I'll begin there by removing Norton,using the AVG cleanup tool and reinstalling Norton.
06-28-2011 07:18 AM
okay - did the uninstall, run AVG removal tool, reinstall and still having issue.
After the internet connection drops and I run Windows Network Diagnostics, here is what I get:
The following policy might need to be adjusted to allow Windows to connect:
Policy Provider: Symantec IPS Provider
Filter Name: Outbound Connect V4 Callout
If the polciy provider identified is Windows Firewall, click for information about adjusting Windows firewall settings. If a different policy provider has been identified, check the provider's documentation on how to adjust the policy settings.
06-28-2011 07:36 AM
I think we can try uninstalling and reinstalling the Norton product. That may resolve the problem. You can download and run the Norton Removal Tool to uninstall the Norton product. Use the following support article to download the Norton Removal Tool:
After you run the Norton Removal Tool, and restart the computer, you will receive the instructions to download your Norton product and install it.
06-28-2011 02:33 PM - edited 06-28-2011 02:34 PM
It seems like you are using an older version of Norton Security Suite. Can you check in Comcast Web site and get the latest version of Norton Security Suite?
Let us know if the problem persists even after updating to latest version.
06-29-2011 11:34 AM
Removed Norton 360 via the Norton Removal Key. Re-booted PC, then re-installed direct from Comcast site. Version 22.214.171.124.
Left LiveUpdate ON and let go overnight. Came in the morning and no internet connection - connection appears to have dropped just before MIdnight EST. Windows network diagnostics indicates same "policy" issue as noted in previous post. Seems it does not drop everytime definitions update as several seemed to go okay yesterday after re-install - at least going by the "Definitions Update" counter which indicated several times that definitions updated x minutes ago and internet connection was still good.
I do know that when I first install 360 and open it, it indicates that Definitions last updated 5 days ago or so. Then I run LiveUpdate and it downloads a rather large definitions file and requires restart, which is necessary anyway because the internet connection ALWAYS drops during this initial program update after install.
Not sure where to go from here - is there an activity log accessible somewhere that can tell us what it is doing when this occurs?
07-04-2011 07:54 AM
I have been struggling with this problem for the past few weeks. I was getting the exact same errors and could not restore internet connectivity without a re-boot. After many hours of trouble-shooting, I determined that the loss of internet coincided with automative live updates. I changed the settings from automatic live updates to manual live updates. This appears to be a temporary fix to this frustrating problem. I have not had any loss of internet for 5+ days. That being said, I did a manual live update this morning, and had the same problem which forced me to re-boot. Nevertheless, I can now control when it happens as I control when the live updates occur. Hopefully, Norton will recognize this problem and provide a fix. My PC was orginally ran Vista, but I updated the OS to Win 7.