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Visitor
astrobelles
Posts: 7
Registered: ‎08-26-2010
Accepted Solution

Process updates - failed to complete

I have been using Norton Internet security 2010 since January with no problems. For about the last six weeks when running live update, 'check for updates' and 'download updates' run and complete but 'process updates' always fails to complete.

 

Any suggestions please?

Thanks

Regular Contributor
Mathew_Issac
Posts: 63
Registered: ‎06-15-2010

Re: Process updates - failed to complete

Hi,

 

Can you please provide us

 

The error message you are receiving while running LiveUpdate?

 Also provide us the list of updates that are failing?

The Operating system

 

In the mean time, please restart the system and then run LiveUpdate multiple times.

 

thanks,

 

 

 

SendOfJive
Posts: 10,600
Kudos: 4,666
Solutions: 760
Registered: ‎02-07-2009

Re: Process updates - failed to complete

Hi astrobelles,

 

Also, when an update fails you should see a link to click for more information on the problem LiveUpdate has encountered.

Visitor
astrobelles
Posts: 7
Registered: ‎08-26-2010

Re: Process updates - failed to complete

Hi I am using Windows XP.

Th error message just comes up on the live update page which lists the 3 parts of the update, ie checking, downloading and processing.  The first 2 run fine and state completed but the final line shows 'Failed to complete' .  There is red text and the top of the window saying 'Not all of the updates were successful'.  I can not see a link for further information on the problem and there is no breakdown of what has failed as far as i can see.  If I move away from this page by clicking OK the window 'Fix Now' comes up stating: Protection updates: Not fixed.

I have run the live update many times with the same outcome.

 

AllenM
Posts: 10,222
Topics: 221
Kudos: 2,151
Solutions: 377
Registered: ‎12-14-2008

Re: Process updates - failed to complete

[ Edited ]

HI astrobelles,

 

You should see a link on the bottom left hand side which says View Summary. You can click on this and it should provide more information on the problem that was found.

 

Also try clicking on Help & Support > Get Support. Walk through the support wizard and see if NIS is able to detect and correct any problems it might find.

 

What is your exact version of NIS from Help & Support > About?

 

Best wishes.

Allen

Windows 7 Ultimate SP 1, 32 bit, 4 GB * NIS 2012 (19.8.0.14) * Ghost 15 * IE 9, Firefox, Safari.
Test laptop with W7 Home Premium 64 bit * NIS 2012 (19.8.0.14)
Visitor
astrobelles
Posts: 7
Registered: ‎08-26-2010

Re: Process updates - failed to complete

Hi Allen

Thanks for the indication on where to look for infomration.  The items that have failed are: Norton 2010 IPS Definitions (x2),  NIS Product UPdate, Norton 2010 Iron Whitelist, Norton 2010 ANtispam Definitions, Norton 2010 Web Protection Definitions, Norton 2010 Virus Definitions, Noront 2010 Behavior and Security Heuristics, Norton 2010 Web protection definitions(hub).  The one item which successfully completed was Norton 2010 Pulse updates.

 

When I run the 'get support' it gives the message - All Internet Security scans appear normal.

The version is 17.0.0.136

Thanks

Anna

Super Phishing Phryer
killyourtv
Posts: 695
Registered: ‎10-08-2008

Re: Process updates - failed to complete

 


astrobelles wrote:

The version is 17.0.0.136



17.0.0.136 is quite old, that might be the issue. The current version is 17.7.0.12. You should have been updated automatically long ago. If it was me I would uninstall that version and redownload. I believe that the version on the servers is 17.6.something which will update to 17.7.0.12 after a few LiveUpdate runs.

 


NIS - 21.2.0.38
Windows 7 SP1 32bit
AllenM
Posts: 10,222
Topics: 221
Kudos: 2,151
Solutions: 377
Registered: ‎12-14-2008

Re: Process updates - failed to complete

HI Anna,

 

As killyourtv mentioned this version is quite old and I believe goes all the way back to the initial release of NIS 2010 so indeed this may well be the problem.

 

Can you double check that Automatic Live Update is turned ON? You can find this in Computer Settings and you will need to scroll down to the bottom of the list to see it. Also check that pulse updates are ON as well.

 

Is everything else with NIS working normally besides the Live Update?

 

Also, do you have any other security software installed on your computer?

 

If everything else is working normally you can download the full version of NIS 2010 as indicated below and install over the top of your current NIS.

 

If you use Identity Safe you should back up this data first. From the main NIS window please click on Web Settings > Identity Safe > Backup Identity Safe Data.


Please download the full version of NIS 2010 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.

As a precaution retrieve your product key. You can get your NIS product key from your Norton Account.

For your protection, disconnect from the Internet before continuing.


Then please install NIS 2010 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.

 

If there are problems getting the new version to install correctly then please let me know and I'll provide the procedure to use the Norton removal tool.


Hope this helps.


Best wishes.

Allen

Windows 7 Ultimate SP 1, 32 bit, 4 GB * NIS 2012 (19.8.0.14) * Ghost 15 * IE 9, Firefox, Safari.
Test laptop with W7 Home Premium 64 bit * NIS 2012 (19.8.0.14)
Visitor
astrobelles
Posts: 7
Registered: ‎08-26-2010

Re: Process updates - failed to complete

Hi

 

Thanks for your suggestions - here's what I have tried....

As suggested by killyourtv I uninstalled and reinstalled NIS and was back to the same situation when I ran live updates.

 

I don't have any other security software running on the computer and I have checked that both live updates and pulse updates are ON in the settings.

 

As far as I am aware NIS is working otherwise although I have a permanent red cross on the icon in bottom right corner which I assume is to do with the live updates problem.

 

Allen - I have followed your link to download the full version of NIS 2010  but am having difficulty with this.  I have tried to both Save and Run the download but both indicate an esimated time of over 28hours!  Its been running for about 30 minutes now and is still on 1 %.  Is there another way around doing this?

 

Thanks

Anna

AllenM
Posts: 10,222
Topics: 221
Kudos: 2,151
Solutions: 377
Registered: ‎12-14-2008

Re: Process updates - failed to complete

Hi Anna,

 

What speed is your internet connection? Is it dial-up? If it is dial-up or some other low speed connection as it seems to be then it will indeed take a long time. If this is the situation you face then I would recommend to see if you can get a friend to download it for you or you can try a public library or internet cafe. If you can download from somewhere else, you can save the file to a USB flash drive or some other removable drive when you can later connect to your computer to do the install.

 

However the latest full download on the Symantec servers is still 17.6 and you would still have an issue of having to run Live Update to get to 17.7. However this update I believe is much smaller and may not be that painful to download.

 

Allen

Windows 7 Ultimate SP 1, 32 bit, 4 GB * NIS 2012 (19.8.0.14) * Ghost 15 * IE 9, Firefox, Safari.
Test laptop with W7 Home Premium 64 bit * NIS 2012 (19.8.0.14)