Norton Internet Security / Norton AntiVirus

[tsurh]

when trying to create a CD, I follow instructions but get an error message "The virus definition download failed.  Please try again".  Trying again gets the same result.  Now what? 

[NUser Symantec Employee]

Hi tsurh,

A common reason why the error appears is due to the presence of intermittent/slow network connection. Can you please try creating the NBRT tool from a different network?

Alternatively, you may check your connection at pingtest.net/contact your ISP to have your connection checked.

Hope it helps!

[Pi]

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tsurh wrote:

when trying to create a CD, I follow instructions but get an error message "The virus definition download failed.  Please try again".  Trying again gets the same result.  Now what? 

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Are you still having this problem? Virus definitions are very big so you need a reliable Internet connection.

[dtourigny]

I have the exact same problem. I hook directly to the cable modem (ie, no router), and my ping time is rated as an "A" by pingtest.

I get the msg as soon as I hit "create CD" (or "create ISO") and "next...". I see the progress bar for a split-second, then FAILED along with a big red "X" comes on the screen, along with the msg " The virus definition download failed. Please try again. ". I've tried many times. My system (incl. Norton Internet 2012) works fine. Just this program. (It's done that since installed it last night.)

Please help, thanks.

[NUser Symantec Employee]

Hi dtourigny, tsurh,

Would you be willing to send us the logs to analyze why you are facing the download error? If yes, I will send a PM with the instructions to follow.

Also, can you please confirm that there is no proxy involved in accessing internet?

Regards

[dtourigny]

sure, if that could help...

and, no, there is no proxy. BTW I was able to do the download on an alternate computer, using this same internet connection setup. I have the CD, but definitely prefer to have this computer (my main one) working with the program properly.

thx

[dtourigny]

yes, pls send a pm with instructions, thanks

[NUser Symantec Employee]

Hi dtourigny/tsurh,

Logs can be collected by using the following procedure

1. Download the attached NBRTWizLog.txt file to a convenient folder (say C:\tools)

2. Rename it to NBRTWizLog.dat (See Using Command Prompt to rename the file below for more details)

3. Take a backup of NBRTWizLog.dat already present in the "C:\Program Files\Norton Bootable Recovery Tool Wizard\Engine\4.5.0.34\" folder to another drive

4. Copy the downloaded and renamed file (from step 2) to the following location of NBRT Wizard "C:\Program Files\Norton Bootable Recovery Tool Wizard\Engine\4.5.0.34\" [Overwrite when prompted]

5. Run NBRT Wizard and try creating a ISO/USB/DVD

6. If the tool fails because of virus definition failure, exit the tool

7. Please send us the NBRTWizard_LogFile.etl from the following location

XP: C:\Documents and Settings\All Users\Application Data\Norton\{16DD5937-8A6A-4e65-A874-E19C3B0708A5}\NBRTWizard_4.5.0.34\Logs

Vista/Win7: C:\ProgramData\Norton\{16DD5937-8A6A-4e65-A874-E19C3B0708A5}\NBRTWizard_4.5.0.34\Logs

I'll send you a PM with instructions on where to upload the etl file.

Using Command Prompt to rename the file

Using command prompt, navigate to the place where you have downloaded the NBRTWizLog.txt file (you can use 'cd' command to change the directory; eg 'cd /d C:\tools')

Rename using "rename NBRTWizLog.txt NBRTWizLog.dat" command