05-27-2012 03:28 PM
On other piece of info to add: since I am a Comcast customer and they provide NIS 4 free, and saw indications that NIS 4 worked to some extent on 10.7.3 I tried it but got error messages. It also installed Java on my Mac. I then uninstalled NIS 4, disabled Java completely in Java Preferences, and installed NIS 5, which I understood doesn't need Java. Since your Support Rep used the removal tool, and then reinstalled NIS 5, and I am still having the problem of NIS 5 being off and throwing up errors when I reboot, I'm not sure if any of this plays a role in my problem.
05-29-2012 05:51 AM
Again, today when I turned on my Mac, the AV was off. However, as I watched it enabled itself. I have noticed that the computer starts the sync process, and either during or sometimes after that the icon for Norton appears in the menu bar, but never before. Is this normal behavior?
So far, after the multiple installs, and entering the command in Terminal yet again after the last failure, it at least seems to enable, either manually or automatically depending on its humor that day. NIS 5 definitely flaky on my Mac. Please fix this bug, I'm beginning to wonder if it's providing adequate security at all.
06-14-2012 04:32 PM - edited 06-14-2012 04:44 PM
I had to do the correction Solution posted above (deleting SymantecKeyChain and re-activating NAV) again today, and I think I may have a handle on what's going on here.
I believe it is possible to trigger this failure by doing a Safe Boot followed by doing a Disk Utility > Repair Permissions.
By the way, the failure appears to happen NOT on the first boot after doing those, but on the SECOND boot (and thereafter).
This would suggest that there is something in those procedures which is undoing something that NAV depends upon. My guess would be that NAV install/activation is setting special permissions which get deleted when doing the above. This would require that NAV depends upon such special permissions *AND* fails to recover cleanly if it discovers those special permissions have been reset.
It would also require that deleting the keychain and re-activating (i.e., the posted Solution) *DOES* re-establish those special permissions.
Now, there may be other ways for the presumed special permissions to get discarded other than hitting the system with the hammer of Safe Boot and Repair Permissions. Since I don't know what NAV is relying on, I can't guess what more common events might undo it. But the fix in any case would EITHER be to change NAV not to rely on such special stuff *OR* to have it recover robustly if it discovers that special stuff has gone away -- regardless of how that might have happened. I.e., restoring the needed special permissions on the fly rather than simply reporting that it can't start the Scan Engine.
Perhaps it already IS trying to recover, which explains why it doesn't fail on the first boot after doing the above, but is screwing up the recovery in some way so that subsequent boots produce the failure.
It may be relevant that my normal log-in account on the Mac (10.7.4) does not have Administrator privileges.
06-16-2012 11:03 AM
Nothing I've done eliminates this error for long, I've tried everything recommended, and uninstalled/reinstalled twice. Once I even restored OS X Lion. Nothing helps. I am not bootig into safe mode, and my regular account is an admin account. I have very few apps installed, and no other AV or firewall running.
If there is no way to mark this thread UnSolved, then maybe someone should start a new one. But I already created another thred, and it's been awhile since anyone at Norton has paid any attention to my problem, beyond recommending I uninstall and reinstall (which was chat supports solution to the repeated problem).
I see errors in the log, if someone at Norton would respond to this issue, I will post them or email them. THis is really getting pretty unacceptable. What other software fails repeatedly after a fresh boot, and the solution is to uninstall/reinstall repeatedly? I've never been party to the general Norton-hate that goes on among the Mac crowd, but this is leaving a pretty bad impression. Unacceptable for what this product cost me!!
06-16-2012 11:32 AM
Jen2010, did you try the solution of deleting your Symantec keychain (if not, I can point you to that solution)? I think from a previous comment (5/29), you already have.
If you did try that, perhaps you can gather some info about your machine to help us analyze this. You can go here to get the info, and I'll provide an email address (privately) where you can send it (let me know if you want to try that):
In light of BobP1776's last comments, I'm wondering if any others who corrected the issue via the keychain deletion, had also done a "Repair Permissions" prior to seeing AutoProtect disable. Please reply here if so.
06-17-2012 05:30 AM
Yes, I had already tried deleting the keychain a while back.
I've run the GatherSymantecInfo tool, and can send the file when you are ready. Please provide me with an email address.
Thank you for your help with this!
06-17-2012 06:09 PM
I have the same problem as of tonight. I tried the solution using Terminal to no avail. Was able to have Idle-Time Scan turn on but the Scan Engine doesn't load and I can't turn on Virus Protection. Is there a solution or are we expected to go without virus protection?
06-18-2012 01:43 PM
Did you find you had to "re-activate" your Norton Anti-virus after doing that Terminal command and Restarting your Mac? If not, then that Terminal command might not have deleted the file.
You need to be logged in to an account that has Administrator privilegs on your Mac for that SUDO command in Terminal to do its job.
06-23-2012 09:14 AM
Unfortunately, none of my logs provided Norton with any clues re: the cause of this sporadically recurring error!! I will wait until it happens again, hopefully the deleting of the keychain from Terminal will work! If it doesn't, I'm not sure whether I'll reinstall if that is provided as the only way to solve the problem. I'd feel much more secure if the source of the bug (if that's what it is) was identified at least....this bums me out because I've always had good luck with Norton on Windows.
One thing that I do wonder about is the timing of the appearance of the Norton icon in the menu bar, while the sync icon is still twirling away. At that point, if I click on it, is shows that AV has not been enabled. Sometimes the sync icon pauses then restarts, sometimes not. I have noticed that there is a delay between the appearance of the Norton icon and the actual enabling of the AV. I could be seeing patterns where there are none, of course. But I wonder if a very long delay could be misinterpreted as a failure, and then if trying to enable it manually causes the problem....
At any rate, maybe someone else's logs will provide a clearer clue.