Norton for Mac

[jwiedemann]

Thank you Lee_G. You saved me.

I spent two (2) hours with level 1 support and two (2) hours with level 2 support to try to solve this without succes. This was after I spent over an hour removing and reinstalling the product twice. When I entered the command you provided in the Terminal session and restarted the system, all was resolved.

WHAT UPSETS ME is, I told both support contacts in my FIRST minute chatting/speaking to them about your post. I even brought the post up on the screen when they were using the RESCUE application, an I was ignored. This could have been solved 4 HOURS AGO, if they listened and took a look. I even sent them the URL to your posting.

We went through removing and reinstalling the NAV 5 MAC 4 times, then the updates, rebooting, creating a new adm account, etc. 

Lee, please pass this along to prevent others from going through the same thing! Please update B.Kameshwaran in particular.

Knock some head, and let the management team in support know about my experience.

If Norton was not the best product, I would switch to a competitor.

Thank you.

[Lee_G]

I'm glad it helped.  Sorry for your issues with support, I have passed this along to our Product Manager, among others.  Hopefully we can improve the experience for others, as you suggest.

[jwiedemann]

Keywords: automatic protection NAV 5 for Mac 12.2 disabled protection idel-time scan cant enable RESOLVED install system scan quick scan file scan broken not working default off reboot OS X. I hope everyone with this issue finds this post.

[jwiedemann]

If there is a way to mark this as resolved, then please do so people know there is a solution.

[BobP1776]

I've marked Lee_G's post as "The Solution".

Let's hope it truly turns out to be so!  

--Bob

[BobP1776]

Well I had this failure happen again this morning.  As far as I know, nothing changed between when things worked and 3 hours later when they failed.  I've been checking regularly, and this is my first such failure in months now.  You can see my post earlier in this thread with my last such failure.

On booting up and logging in, both Antivirus Protection and Idle Time Scan were turned OFF unexpectedly.

With an Admin password I could turn Idle time Scan back on, but Antivirus Protection would not turn on.  It put up an error box saying it couldn't load the Scan Engine.

I "Logged Out" and logged back in (without Restarting), and had the same problem.

I then Restarted and apparently had the same problem.  I was headed off to Symantec to get my activation key and checked one more time and now Antivirus Protection had turned itself back on.

So I've had both symptoms of the problem just now:  (1) Unrecoverable failure to start Antivirus, and (2) Very slow startup for Antivirus.

The last definitions update was 120518048 a couple days ago.

There were no relevant messages I could find in Console.

I'll try using it WITHOUT re-Activating and see if the problem repeats.

--Bob

[BobP1776]

No such luck.  The problem came back on my following Restart.

So I followed Lee_G's instructions in the "Solution" above to delete the existing Symantec Keychain, and then Restart the Mac and re-Activate Norton Antivirus, and that appears to have worked.

IMPORTANT NOTE:  For the Terminal command in Lee_G's instructions to work, you must be logged into an account on your Mac that has Administrator privileges.  Terminal will ask for a password, but it won't let you specify a different account, so if your current log-in account is a "normal" account and not an Administrator, Terminal will refuse to execute the SUDO command.

--Bob

[x190av]

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BobP1776 wrote:

 IMPORTANT NOTE:  For the Terminal command in Lee_G's instructions to work, you must be logged into an account on your Mac that has Administrator privileges.  Terminal will ask for a password, but it won't let you specify a different account, so if your current log-in account is a "normal" account and not an Administrator, Terminal will refuse to execute the SUDO command.

--Bob

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Please see:

Use of Sudo

I am using SL 10.6.8.

[BobP1776]

^ Good find!  And less annoying then re-logging in, or temporarily setting Administrator privileges on your "normal" account.

--Bob

[Jen2010]

Hi

I have been having this same problem with Automatic Protection (and the firewall) being off and refusing to re-activate even with admin permissions.  After trying the command in Terminal twice, which failed to resolve the problem, I contacted Support and they uninstalled and reinstalled NIS 5.  I thought it had worked, but today when I turned my Mac on, I noticed that the Automatic Protection was OFF again (though this time it said my Subscription was "Activated").  I tried turning it on, but got an error saying the scan engine failed and I needed to run LiveUpdate.  Once I did that it automatically re-enabled the Automatic Protection.  Please tell me, is this normal behavior for NIS 5 on Mac OS X Lion?  I would have thought it would just warn me that my definitions are out-of-date, not refuse to re-enable itself!  

Thanks,

Jen