Norton for Mac

[stefanolhede]

Hullo,

I have an intermittent issue with LiveUpdate. Until recently, this only affected the automatic, scheduled updates whereas all manual updates were OK. In the last couple of weeks even the manual ones have started suffering.

During the summer, when the issue still only affected the scheduled updates, I was in extensive contact with Norton Support. They were extremely nice, but failed to solve the issue. We thought it had been rectified, so I allowed them to close the ticket, but it turned out that LiveUpdate had functioned correctly the few times we had tested after our troubleshooting only by fluke (as it was, after all, intermittent to start with.)

The next step in the troubleshooting process would be to perform an uninstall and reinstall, but as the product was purchased over the internet I would need a download weblink which I do not have.

I am running the following HW and SW Configs:

MacBook Pro (early 2008,) w. a 17" Screen and 2.6 GHz Processor

Mac OS X 10.5.8

Norton Internet Security for Mac

Does anyone know the weblink for downloading the above Norton product for Mac? (I've got the receipt and Serial No.)

Is there any other troubleshooting step than uninstalling and reinstalling the Norton SW that may help?

Best Regards,

Stefan

[ryan_mcgann]

Can you say what you mean when you say that the update fails? Do you see a red "X" next to certain updates, or does LiveUpdate fail to launch?

To help us gather more information please follow these steps:

1. Download the tool from here: ftp://ftp.symantec.com/misc/tools/mactools/GatherSymantecInfo.zip
2. After download, with the file on the Mac client from which you wish to gather troubleshooting information, double-click on the file to expand it. It will contain the GatherSymantecInfo.command file as well as a folder called SupportFiles.
3. Double-click on GatherSymantecInfo.command. It will open a Terminal window.
4. Enter your administrator password (it will not echo on-screen) and press Enter.
5. On the "Please enter the subscription key..." window, press Enter to bypass this screen. A subscription key does not apply to Symantec enterprise antivirus applications.
6. Gathering information... will appear.
7. When completed the Terminal window will advise you that information was gathered and saved to the desktop (SymantecInfo.txt and SymantecInfo.zip, which is simply SymantecInfo.txt in a zip archive). You can then Quit the Terminal application. (See below.)
8. Try to upload the SymantecInfo.txt file here on the forums. If that does not work, please contact me privately, and I'll give you an email address to send the data to.

[stefanolhede]

Dear Ryan,

Thank you for your kind reply.

I have tried, but failed, to upload the .txt file onto this site.

LiveUpdate launches fine, both when launched manually and for scheduled updates, programmed in Symantec Scheduler.

When LiveUpdate attempts to retreive the indivual updates, and on the occasions that this fails, I first get a small information window saying that LiveUpdate has failed, and then the LiveUpdate Summary Window with little red 'x's' next to the failed individual update items, appearing underneath the first information window. When the first fail message window is still open, most update items have green ticks next to them, and only the one or two have red 'x's,' but when I close the small, initial fail message window, the green ticks are all exhanged for red 'x's' in the LiveUpdate Summary Window.

Both manual and scheduled updates fail about 50% of the time.

Kind Regards,

Stefan Olhede

[stefanolhede]

Dear Ryan,

Could you please provide me with an email, as I am unable to upload the relevant .txt file to this site, and unaware as to how to contact you through any other channel?

If you like, you can call my mobile phone on the following telephone number: +46 73 757 65 92.

Kind Regards,

Stefan Olhede

[ryan_mcgann]

I received the zip file that you sent. I am on vacation until tomorrow evening for Thanksgiving. I'll take a look at it when I return.

Thanks,

Ryan