01-25-2009 02:35 PM
I purchased NIS 4 for my Mac (10.5.6) late last year.
I've recently noticed that the Last Product Update still indicates "Dec 26, 2008" even though new updates have been downloaded since then (either by schedule or me running LiveUpdate).
Is this a bug, or does this indicate that my product is not updating properly? Does this even pertain to definition signatures? I manually downloaded and ran the latest NAV 11 definitions from the Symantec website, but the date still didn't budge.
Solved! Go to Solution.
01-26-2009 11:40 AM
This sounds like it might be an issue with the LiveUpdate log not updating. If you are certain LiveUpdate has downloaded & installed new definitions, then the log file might not be updating to reflect that.
You can check to see if new definitions have been downloaded by going into the Norton AntiVirus application, and selecting "Virus Definition Information" from the Tools menu. Look at the bottom of the window to find out the date of your virus definitions. They should be relatively recent, from within the past 7-10 days. If they have not been updated in more than 10 days, then LiveUpdate may not be running successfully.
If that is the case, please run LiveUpdate manually to test if the issue is in the scheduling. You can do this by selecting LiveUpdate from the Norton QuickMenu (that little Symantec logo in the upper corner of your menubar). Choose the "Update everything now" menu item. After LiveUpdate has finished running,quit Norton AntiVirus and re-launch it (just to be sure). If the date on the "Last Proudct Update" still hasn't changed, then this is just a bug in the LiveUpdate logging & display of the "Last Product Update". If the display changes, then there is an issue with running the scheduled LiveUpdate task on your computer, and we'll need to get more information.
01-27-2009 09:05 AM
I am having a similar issue. I noticed it was not updating about a week or so ago.
I tried what Ryan suggested and get a dialog box from LiveUpdate that says. Updating Error, There was an error performing the update.
I have tried uninstalling the software rebooting and reinstalling but still have the same issue. Then contacted Norton Chat support. The first tried to have me install a old version of LU but that did not work. Then suggested the remove all norton files.
Uninstalled, rebooted, ran the remover, rebooted and reinstalled and rebooted and same error message.
I have tried to work some more through through the Chat support but they keep having to refer me to someone else and I end up waiting like 30min+ it seems. I go to other software to keep working on stuff, they come on for a like 2 mins say are you there and then close the session. I would be OK if it would alert me they were typing or something but the chat does not and I just do not have the time to wait for them to decide to get to me and help me.
I did everything above again and waited several days thinking that the server might be down or something but I just reinstalled it and same issue.
Anyone have a idea?
01-27-2009 03:58 PM
Can you e-mail me a copy of your liveupdt.log? It's located here:
There might be some clues in there as to why you are seeing an error when you're trying to update.
Or you could just paste the contents into a reply here - the log file should open up in Console if you double-click it.
01-27-2009 05:14 PM - last edited on 01-28-2009 11:49 AM by Tony_Weiss
For those of you that are having problems, we might need more information t figure out what's going on. If you could, please send us the LiveUpdate log file, which can be found at:
To navigate to this file in the Finder, open a new window and select "Go to Folder..." from the Go menu. Then copy and paste the path above into the Finder window, and hit return. You should see the liveupdt.log file. Please send me a PM (Personal Message - the yellow envelope in the upper right corner of the forums) and I will reply with my email address. If you could attach that file to a new Mail message, that'd be great. It'll help us a lot.
01-27-2009 07:40 PM
For me atleast that file is only 1 byte in size and contains no information.
If you want I can still mail it to you.
I tried to open both in console and textedit and did not see anything. I even tried running LiveUpdate again and checking the file again and nothing.
01-27-2009 10:01 PM
Ryan and Nick,
Thanks for your advice. I ran LiveUpdate manually. I received a huge file tonight (over 30 MB) and my AntiVirus is now showing the update properly. I didn't see the file when I manually ran the update yesterday. Was something new just posted?
If you still need my log file I can send it, but it looks like the problem has disappeared for me for now...
01-28-2009 01:33 PM - last edited on 02-05-2009 03:40 PM by Tony_Weiss
Shoot me a Personal Message (yellow envelope in the upper right corner of the forums) and I'll send over a script that will collect some diagnostic information. Hopefully it'll help us figure out where you're seeing the problem.
03-27-2009 06:45 PM
I just bought and installed NIS 4 a few days ago. I am having similar issues as described here. I went to LiveChat and he uninstalled all symantec files and then re-installed everything. Still have no luck up-dating manually.
He suggested running a systems check. Ran my disk utility with no problems. Repeated all the un-installing and re-installing, but still no luck.
He suggested disconnecting my backup hard drive. Repeated everything. No go.
It gets as far as "Processing..." and nothing downloads even after going on for hours. I have even tried customizing trying to download one update at at time.
Any help appreciated.