Norton Internet Security / Norton AntiVirus

[BazzaS]

I've a Packard Bell PC running Vista Home Premium. I access the internet via a dial-up connection. My ISP is Orange.

I currently have NIS2010 installed and up until today it (& Live update) has been working fine. Today, Live update "Failed to complete". On the error page I clicked on 'tech support' and was taken to a screen that advised me that problems have been fixed in the latest version of NIS (2011). And from there - via 'Upgrade me now' & 'verify my installation' I installed Download Manager.

When I run Download Manager the progress bar progresses but only until it reaches 31%. All the while the time remaining hovers about 8 minutes. But once the 31% has been reached the progress bar does not move though the time remaining increases minute by minute !!

Help what's occuring ?

How long should Download Manager take to download/install NIS2011 ?

Thanks in advance

Bazza

[AllenM Norton Fighter]

HI BazzaS,

Welcome to the Norton Community. What version of NIS 2010 do you have from Help & Support > About? On your Vista Home Premium what SP (service pack) do you have and is the OS 32 or 64 bit?

It is true that you should be on the latest version of NIS which is 2011 but did you try clicking on Help & Support > Get Support and walk through the support wizard to see if NIS could find and resolve any issues?

Are you using the Norton Download Manager or a 3rd party manager?

You can try again and see if it is able to pick up where it left off and complete.

If it is still not able to complete, are you getting disconnected from your dial-up or is the download just hanging?

You can also try the direct link for NIS 2011 as indicated in the procedure below.

If you are not able to resolve the current problem with NIS 2010 I would recommend following the procedure below to ensure a clean installation of NIS 2011.

If you use Identity Safe you should back up this data first. Please see this link for details on how to do this.

Before you use the removal tool, please download the full version of NIS 2011 from here. Please note that this is the English version so please let me know if you need a different language and I will provide the appropriate link.

You can also continue using the download manager if you are able to get it to complete.

Once you have downloaded NIS, you can proceed with use of the removal tool as indicated below.

Please NOTE that this removes ALL Symantec products so be sure to have your license keys ready as you will need to reinstall all your Symantec software products. You can get your Norton product key from your Norton Account.

Once done please download the Norton Removal Tool from Symantec from this link.

For your protection, disconnect from the Internet before continuing.

Do a conventional uninstall of NIS via the Control Panel and then restart your computer.

Run the Norton Removal Tool and once it is completed, please reboot your computer. Once up please run the Removal Tool one more time and once again reboot.

Then please install NIS 2011 from the full version downloaded earlier. Once installed please reconnect back to the Internet and run Live Update repeatedly (rebooting as requested) until it reports there are no more updates.

Hope this helps and please let us know how it goes.

Best wishes.

Allen

[BazzaS]

Thanks AllenM for your prompt reply.

Your questions:

NIS2010 version is 17.8.0.5

Vista Home Premium is 32bit and has all upgrades so I presume I have the latest Service Pack.

Clicking Help & Support > Get Support didn't find any problems on the scan and didn't have appropriate questions.

Yes I'm using (or trying to use) Norton Download Manager got from this website.

Have tried again (via Download Manager) but still get the 31% stoppage.

Dial-up is not dropping out (can access other internet simultaneously) it seems the download is hanging. (also I don't have a time-out on my dial-up).

Hope this helps.

I'm quite a novice really and am concerned at the number of steps you've outlined and am worried about getting into a mess but if this is what I have to do I will.

Best regards

[floplot Norton Fighter]

Hello BazzaS

It looks like a long and complicated process, but in reality, it really isn't that long or complicated process. It looks like it has many steps in the process, but none of the steps takes very long to complete. If you can, try printing out  Allen's instructions so that you have them in front of you or take a screen shot of it and put it on your desktop and then print out the instructions if you are hesitant in remembering and being able to follow the instructions. Please do let us know how you made out. Thanks.

[AllenM Norton Fighter]

Hi BazzaS,

It really isn't as complicated as it looks and I recommend it because you are having problems with your current version of NIS 2010. Even if the download manager does complete at long last, attempting to install over the top of 2010 may result in you continuing to have problems.

The only way to ensure a clean install is to use the removal tool as specified in the procedure I posted above.

You might want to start with attempting to download NIS 2011 via the direct link and see if this works better for you than the download manager.

http://www.norton.com/nis11

The file is about 92 Meg so it will take quite some time on a dial-up. Again the above link is for the English version so please let me know if you need a different language.

Best wishes.

Allen

[SendOfJive Norton Fighter]

Hi BazzaS,

The problem is with Orange.  There have been several threads on the issue opened in the past couple of days.  A workaround is to change your DNS settings to another service as suggested here:

http://community.norton.com/t5/Norton-Internet-Security-Norton/NIS-2011-Live-Update-not-working/m-p/...

[BazzaS · Accepted solution]

Thank you to all posters for this topic.

It was a successful, 6 cigarette solution.

Great to be safe again !

Regards

Bazza