Norton for Mac

[cswertfager]

Hi Hans,

Sorry for your troubles. Note that you are running a completely different version of Norton AnitVirus and LiveUpdate that Pilot. Your liveupdate.log (with period + all lowercase letters) indicates you are indeed up-to-date with the latest product versions and virus + vulnerability protection. The errors in the log are mainly just saying there are no more updates on our servers at the time of LiveUpdate running. You'll notice that Version and SeqNum numbers have been updated at various times in the log when updates were available. It may be an unfortunate use of the word "error" - "error" has the connotation that something went wrong. It this case, error 8 just means the tri file (such as norton$20antivirus$20for$20macintosh_12.2.1_english_livetri.zip) , which if it existed would point to a patcher, is not on the server, hence there is no new patcher on the server for that component. Error 0 means that the tri file (such as nis$20for$20macintosh$20submission$20control$20data_5_symalllanguages_livetri.zip) was on the server and was downloaded successfully; but if the tri file points to a patcher that was previously downloaded to your Mac, LiveUpdate knows not to bother retrieving the patcher again.

That being said, it doesn't address the fact that the history of updates is not showing up in your history window. That information is culled from the LiveUpdateLog (with no period in name) database. Perhaps the database is out of sorts. You could try removing the LiveUpdateLog database and seeing if you see future updates (virus definitions usually are posted at least once per day) in your history. Even though this is not related to Pilot's problem, you could go ahead and reply in a couple days to let us know whether or not new update history appears.

Thanks!

[cswertfager]

Hi Pilot,

To help us troubleshoot further:

1. Download GatherSymantecInfo.zip from:
ftp://ftp.symantec.com/misc/tools/mactools/GatherSymantecInfo.zip
2. Expand GatherSymantecInfo.zip using Apple’s archive utility (other programs may not expand with proper permissions):
     /System/Library/CoreServices/Archive Utility

3. In GatherSymantecInfo folder, double-click GatherSymantecInfo.command.
4. When prompted, enter your computer user password.
5. SymantecInfo.zip will appear on your Desktop.
6. Change .zip extension to .log (Norton Community doesn't like zip files).
7. Attach SymantecInfo.log to your reply.

Thanks!

[Hans54]

Hi Corey, following your advise I have deleted LiveUpdateLog database in the hope that the updater log will re-appear in Live Update History - however after restart »Virus Protection« and »Idle Time Scan« was turned off and could not be switched on. When trying to switch on Virus Protection the error msg: »Antivirus Autoprotect could not load the scan engine« appeared, the same thing happens when trying to manually initiate a scan.... I will re-install and hope to be back to square one. Any other ideas to fix my problem?

[Hans54]

Hi Corey once more,

After uninstalling and re-installing Antivirus Software for the third time everything seems OK! The updater log is back in Live Update History - and everything else works fine. Maybe the manual removal of the corrupted LiveUpdateLog aided uninstalling and/or re-installing...... As far as I am concerned: problem fixed (or better miraculously disappeared)

[Pilot]

Good morning Corey,

Over the weekend I tried other possible cures including using a couple of removal tools to try and purge any old files that might have been corrupted and causing problems, follower by fresh NAV downloads and installs - to no avail.  The Norton Store still tells me that I have purchased the product but not installed it and that I should download it now.

I attach the .log file as requested and hope it contains the answer.

Thanks again for your help.

Pilot.

[cswertfager]

Hi Hans,

Glad to hear it's working for you! Very sorry you had to install three times.

Thanks for hanging in there with us!

[cswertfager]

Hi Pilot,

I see you have Little Snitch installed. Little Snitch could be interfering if it is set to block Java. LiveUpdate calls our Java LiveUpdate applet to find and retrieves updates. If Java is blocked, that would explain why liveupdt.log is empty because Java LiveUpdate is what updates that log. The Little Snitch log may indicate if Java LiveUpdate was attempted:

/Library/Logs/LittleSnitchDaemon.log

I recommend making sure Little Snitch is set to allow all Internet access for Java. You can still disable Java in web browsers (i.e., Safari -> Preferences -> Security tab).

[Pilot]

Hi Corey,

At first sight, LittleSnitch doesn't appear to me to be the problem but I'm sure that you are on the right trail with Java and the LiveUpdate applet.

The LittleSnitchDaemon.log (copy attached) shows no recent ativity at all, nothing in fact since 2012-05-26 which was a couple of weeks before I bought NAV and started this whole affair.  Interestingly, Java itself does not appear in the LittleSnitch Configuration list of applications but is it, strictly, an application and should it feature?  LiveUpdate does appear and, of course, it is allowed.

I have performed the Apple Software Update and confirmed that I have the latest software which is supposed to include the latest version of Java and I am not aware of having turned anything off in any of the Preferences.  Could some aspect of Java have become corrupted during the bad block incident and do I perhaps need to uninstall it and download it again?

Sorry to cause you yet more headscratching but I feel that we (you!) are close to zeroing in on the cause of the problem.

Regards,

Pilot.

[cswertfager]

Hi Pilot,

You are correct - Little Snitch does not have a java-specific setting and having it allow LiveUpdate is enough to rule out Little Snitch. It may be worth a try to reinstall java, though it seems that Java LiveUpdate would have at least showed some attempt to run a corrupted java.

[Pilot]

Hi Corey,

Point taken about there being some evidence of an attempt to run a corrupted Java.  Removing and reinstalling Java anyway looks to be beyond my rather limited capabilities such that I would not be able to attempt it in the immediate future until I have help.  If and when I do, I'll let you know the outcome.

Thank you again for all your efforts to date trying to resolve my problem.

Pilot.