Norton for Mac

[Wileama]

I'm finding that the LiveUpdate app won't run. When I try to update I get a breif flash of the update window, only to have an instant error message declaring "there was an error update." No codes, nothing else. I've checked to make sure I have the latest edition. I'm worried this might be a deeper issue though. I allowed my subscription to lapse. During that time Steam stopped connect live, and I'm seeing strange preformance issues I can't easily explain. A friend told me it's pretty common for PC virus to try to knock out both steam, and the virus protection. I'm worried that's what's happened here. Any help?

[Wileama]

Quick update I'm running Mac Internet Sercurity 4. I just tried manually downloading the latest virus definitions. Unpackaged that, started the install, and then right at the end got an installation failed error message. Again no error code, just told me it wouldn't work. 

[K_Ramachandran Symantec Employee]

Hi Wileama,

Welcome to the Norton Community,

It seems that you might have an older component of Live Update in the Norton Program. Plese visit this link created by MikeRomo, who gave instructions on how to fix the live update issue. I am sure this will help you to fix the problem.

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Please note: 

Do not use this LiveUpdate 5.1.2 installer if you have received your Norton Internet Security 4 for Mac product from Comcast. LiveUpdate 5.1.2 that comes with Norton Internet Security 4 from Comcast does not prompt you to renew your subscription. As needed, a new version of Comcast LiveUpdate will be made available exclusively for Norton Internet Security 4 from Comcast.

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Let me know the results

[Wileama]

Thanks for the tip! As I said earlier I checked to make sure I have the latest version. Just to be sure I double checked anyway. Yes the version of Live Update I have is 5.1.2. No it's not from comcast. Yes all the Jar files that should be there, are there. That said I decided why reinstall just in case. I downloaded the link you refered me to, and started the install app. The installer tells me I need to update to live update 4.0 before it will work. Which doesn't jibe with the fact I can clearly see that the version I have is 5.1.2 in the file info.

Any other thoughts?

[K_Ramachandran Symantec Employee]

Hi Wileama,

Sorry for the delayed reply,

It seems that we need log files to gather info. on this issue. I will send these log files to the Mac team, so that they can track the root cause to find and fix it.  But before that, Can you please try with these steps and check if the live update works for you.

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--Make sure that you have the latest version of Java updated in your Mac [http://support.apple.com/kb/DL1550]

--Also, check your Internet Connection is not coming through the proxy settings[http://www.library.kent.edu/page/14299]

--After, you done with the above steps, do restart your Mac and run live update, check whether it works.

--If not, please try running the following command in Terminal:

--In the Terminal window, type or copy/paste without the quotes "sudo rm -rf /var/db/com.symantec"
and press return. When it asks for your password enter it. Then restart your Mac. You may have to re-activate your Norton after performing this process.

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Try running LiveUpdate and see if that fixes your problem.

If not, then we have to gather the log file by following the below link,

http://www.symantec.com/business/support/index?page=content&id=TECH134761

Please try to attach the SymantecInfo.txt file here on the forums. If it complains that it's too large, contact me privately and I'll send you my e-mail address.

[Wileama]

I'm afraid despite following your instructions to the T I still have no success with live update.A quick info dump about my set up: Mac Pro from 2008 with dual 2.8Ghz Quad-cores. 10 GB of RAM, and 4 drives in a hardware raid 5 setup. I'm running 10.6.8, and software update has been run today.

I hope that, and my logs prove useful!

[K_Ramachandran Symantec Employee]

Thank you for the log files.

I will be asking some one from the mac team to jump into this thread, where they will look up on this issue and they will provide you helping hands.

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Wileama wrote:

I'm afraid despite following your instructions to the T I still have no success with live update.A quick info dump about my set up: Mac Pro from 2008 with dual 2.8Ghz Quad-cores. 10 GB of RAM, and 4 drives in a hardware raid 5 setup. I'm running 10.6.8, and software update has been run today.

I hope that, and my logs prove useful!

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[Wileama]

So 11 days, and just wondering if I'm on my own.

[ryan_mcgann]

Sorry, the team was fully involved with Mac OS X Mountain Lion (10.8) which was released today.

After examining your information that you kindly posted, I can see what is going on, but I don't see the reason for it. Java is complaining that it can't find LiveUpdate, but I see that it is installed, and from what I can tell, it is installed correctly. I have asked another engineer to look at the GatherSymantecInfo report that you posted. Our QA found a Mac running 10.6.8 and attempted to reproduce your issue but so far they haven't had any luck.

In the mean time, there is one solution that worked for another customer who had this issue. It started happening after they applied a system update for Java. We asked if he could uninstall his Norton product and re-install it, and that worked.  If you still have your installation CDs, please uninstall the product first (using the Symantec Uninstaller appication) and then re-install it. That might be worth a try. While you do that we will try to look at this issue more.

[hokiedoug]

I have the same issue.  My version of Live Update is 6.0