Norton for Mac

[Lee_G]

If you can submit the same info I mentioned to Siuto, that will help.  There is actually a way to get to that which is built-in to NAV 12.2 (NIS 5.2): Got to the Help menu and select "Gather Support Information".  After running that, there will be a file named Symantec Support Data.zip on your Desktop.  I'll send a private message with the address to send that file.

Thanks,

Lee

[Lee_G]

On a side note, apologies to Siuto for not remembering that this was now available via Help.  It was just added in the .2 updates, a coworker had to remind me that the gathering process had been simplified to some extent (thanks, Ryan).

-- Lee

[Jo_]

Greetings Lee_G,

The NAV 5 component of my NIS 12 for Mac is not functioning, and it cannot be enabled.  I have no antivirus protection for my machine at all.  It appears that the March 14th Liveupdate disabled the NAV component.  

It seems that others have a similar situation, and you have requested them to send a Symantec Support Data Report to you.  I have a report ready to send, and hope you would help restore my NAV Antivirus protection on my Mac.

I hope, as all I can do is hope, that you will find a solution for the Mac Norton Internet Security's totally disabled Norton Antivirus protection for me, and for the world's many thousands of other Norton for Mac's NIS and NAV vunerable users.

I appreciate and admire every bit of intelligence, expertise, and help that you so generously share with the Mac Forum Community users.

Thank you so much,

Jo_

[Lee_G]

I will send you a private message with the email address.

[Amstoob]

Hi Everyone,

I just wanted to report that after 8 days of support from Lee_G trying many different things, we finally resolved the issue today - whereby the NAV for Mac autoprotect function was disabled and where I could not launch scans.  My virus definitions were always being updated as expected and everything else in NIS 12.2 worked except the NAV autoprotect and scan launching functions.  The general solution was rather technical and Lee requested that I don't provide the command line details pending further review with his team, but generally, I had to de-register my license key and re-enter it again.  Uninstalling and reinstalling the program had no effect.

Anyway, I just wanted to thank Lee and his colleagues for their continued support in finding a resolution to this issue.  At the moment, it is unclear if this issue originated due to a bug in the autoupdate to NIS 12.2 functionality (which is when I first detected this issue) or if is was caused by something strange in the environment on my MacPro - which I consider to be very "vanilla" in its makeup.  Nevertheless, I can now run scans and my autoprotection function is now on, so I am happy.

[Siuto]

I was given the same instructions as Amstoob and it worked for me as well. Thanks Lee_G.

[rweisenbacher]

So.. is there any answer for the Auto Protection problem and it not being able to be turned on?  My MacBook Pro running MacOSX 10.7.3 and having Norton Internet Security 5 for Mac (which includes AntiVirus 12.2) has all its updates and Norton's LiveUpdate ran successfully, but Auto Protection won't turn on.  In fact, that screen acts "frozen" not only can't you turn on the Auto Protection, but you also can't activate any scans.

Any help would be gratefully accepted.  I don't want to give up on Norton since I use it on my Windows 7 computers with no problems whatsoever, so you can imagine my unpleasant surprise to find out that on a Mac, Norton doesn't function and there's no clear answer to the problem.

Thanks.

[rweisenbacher]

SOLVED on my computer...

LeeG sent a command line that I needed to enter in Terminal.  This essentially caused NAV for Mac 12 to unregister.  Then when I restarted the computer, I activated NAV again by entering my key and it worked.  Except... that the next time I restarted the computer AutoProtect was off, BUT I could manually turn it on.

This got me to thinking... why would it keep turning off and then on again?  My MacBook Pro was set up to 1) not have an Administrator password on my admin account that I use as primary, and more importantly 2) auto login was turned on.   I thought that perhaps NAV needed to be properly logged into an adminstrative account.

So, I created an Admin password for the computer (which I realize I should have had the whole time for security purposes) and deactivated the auto login.  So, the next time I restarted the computer, I was presented with a log in screen.  I entered the password and the computer logged in properly to the desktop.... AND... NAV for Mac 12 had all its settings properly activated.  AutoProtect was on from the get go this time.

So... with the help of LeeG and my adjustments, the problem has been solved on my computer.

[jwiedemann]

Will you please post the Terminal command so the rest of us can fix this problem. Thanks!

[Lee_G · Accepted solution]

Sorry for the delay...we were trying to collect some more data, but it seems like this is affecting several people. You'll need your activation key after doing this (available from Norton Account).

In Terminal (/Applications/Utilities), enter the following command:

sudo rm -f /private/var/db/com.symantec/Symantec.keychain

(you'll be asked to enter your admin password).

After doing that, restart, then reactivate the product. If this does not solve the issue, let me know and I'll have to check some additional data.  Note:  this solution applies to NAV 12.x and NIS 5.x, not earlier versions.