06-30-2009 06:33 AM
I wonder if anyone can help with the following issue. On my home computer (which has Windows XP), I have always had Norton AV, but last November switched to Norton 360 version 2.0. This worked fine until March when Live Update seemed to stop working. I haven't really done anything about this until this month. Now when I run Live Update, it looks initially as though it is working fine - it runs, says it is connecting and then that it is downloading updates. The problem is though that it never stops running. I have left it a couple of times, but eventually after 12 hours have cancelled. It then says that Live Update has not run since March. I never get an error message when it runs. I should also mention that my internet connection is fine.
I have looked at various threads (eg. http://community.norton.com/norton/board/message?b
I am not sure if there is patch for this (other threads seem to refer to one), and if so how I get hold of this. If it is most likely that there is a problem with my computer, is there anything else I can do?
Solved! Go to Solution.
06-30-2009 07:03 AM
Yes; if your subscription is current (you have time left on it) then update to N360 v3. It is free to current subscription holders and does not cause you lose any of your current subscription time. One note is that you should not have Live Update as a seperate product on your system. N360 v2 and v3 (and possibly v1) all have an internal version of Live Update and this is what is conflicting on your system.
The steps below will help you perform the upgrade / update to v3. Please not the additional steps to remove the stand alone Live Update program.
1) Copy your Norton key for safe keeping just in case you need it. You should not need this but it is better to have the key on hand than to need it and not have ready access to the key. You can find a copy of your currently installed key in My Documents\Symantec\Norton 360_Key.txt.
2) Download the Norton Removal Tool from this link. Norton Removal Tool Choose the N360 v3 link and download the BUdump.exe to your desktop and the Norton Removal Tool (NRT) to your desktop. Directions are on the link page.
3) Download the latest version of N360 v3 from this link. Reinstall After Removal Choose the Norton N360 link. On the next page you can download the N360 installation software. Premium is the version with 25GB of online storage; Standard has 2 or 3 GB of online storage.
4) Run the BUdump.exe utility if you have any backups that you have run through N360. If you have not done any backup through N360 then you can skip this part.
5) Disconnect from the Internet until your system needs the connection later in the process.
6) Go to START > N360 > Uninstall and let N360 uninstall itself. It will want to reboot the machine. Let it.
6-b) Use the Add /Remove programs listing to uninstall Symantec / Norton Live Update. Reboot your machine when this is done.
7) During the booting of your system, go to Safe Mode by tapping the F8 key until the Advanced Options menu is shown. Choose the Safe Mode option (no network or command prompt).
8) In Safe Mode, run the NRT tool. When the tool is finished, do not click on the Reboot; leave the NRT tool running and open Explorer and delete all the Symantec / Norton folders in C:\Program Files, C:\Program Files\ Common Files and any Symantec / Norton / N360 folders in the Documents and Settings directory. When done deleting the stray files on your system, then click on the Reboot on the NRT to restart your system.
9) Let Windows boot into normal mode now.
10) Install N360 by double clicking the file you downloaded and saved to your desktop in step 3.
11) When the installation asks for your key or says activating your product, reconnect to the internet then (plug your cable in or turn on the wireless card). [Note: The installation may not ask for your key and activate by using the previous key on the system. Your system will still need to connect to the internet at this point so updated definitions can be downloaded.]
12) Run the Live Update process manually until Live Update reports that there are no more updates to download, N360 is fully up to date.
13) Reboot your system now to insure that any components updated during step 12 are loaded properly.
14) See if your error is fixed now.
Report back here with how this works for you.