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Kudos0

Can not load the scan engine

After my posting »Updater Log« was solved early last week Antivirus worked fine until two days ago (the date the log shows the latest update). When I checked today the following problem was back: »Virus Protection« and »Idle Time Scan« were turned off and could not be switched on. When trying to switch on Virus Protection the error msg »Antivirus Autoprotect could not load the scan engine« appeared, the same thing happened when trying to manually initiate a scan.... I have also tried to run the Updater manually, however it showed »up to date«.
Since I didn't want to be unprotected I have uninstalled and re-installed (for the fourth time) Antivirus - after installation and a manual update the same error msg appeared: »Antivirus Auto Protect could not load the scan engine« - I initiated another update and now it seems to work for the moment, but I am sure the problem will return soon. It seems to have to do with the Updater, after certain updates the path to scan engine seems to get lost. Please help!
I am using MacBook Pro, System 10.7.4, Norton Antivirus 12.2. (76) and Updater 6.1.1 (6)

Replies

Accepted Solution
Kudos0

Re: Can not load the scan engine

Check this thread, in particular, the suggested solution in post #50 (at the end of the 5th page):

http://community.norton.com/t5/Norton-for-Mac/NAV-For-Mac-12-Automatic-Antivirus-Protection-Unexpectedly/td-p/576160

Evidently to fix this problem when it hapens, you need to delete the file where Symantec stashes your Activation Code for the product, then Restart the Mac.  When you go back into Norton Antivirus you will find it is operationg in "trial period" mode again and so you need to re-Activate it.  You can get the Activation code from your account on the Symantec web site if you don't have it written down.  (You don't get charged again, and the remaining days on your subscription are unchanged.)

NOTE:  You will need to be logged in to an account on the Mac that has Administrator privileges for the SUDO command shown in that post to work as expected.  Alternatively you can navigate to that folder using the Go To item in the Finder's menus, send the specified file to the Trash (providing an Administrator name/password if requested), Empty the Trash, Restart, and then re-activate NAV.

--Bob

Kudos0

Re: Can not load the scan engine

Thanks, Bob. I will try your hint next time the problem occurs.

By the way, it did occur again this morning when I started up (before reading your msg), however after manually initiating a virus update everything works..... as I know now, many others have the same problem!

Regarding your HINT with alternative solution: what exactly is the specified file's name which I am supposed to delete? I cannot find the file »Symantec.keychain«.

Regards, Hans

Kudos0

Re: Can not load the scan engine

Hello Bob. Tried all the previous suggestions. No glitches doing any of them, but still getting the "can not load the scan engine message". Any other ideas?

Kudos0

Re: Can not load the scan engine

Hello Again Bob,

Restarted computer again, after re-activation. Now it's working! For how long is anyone's guess.

Kudos0

Re: Can not load the scan engine

Following Bob's advice I deleted the file where Symantec stashes the Activation Code for the product - that was two weeks ago, so far had no problems, it is running fine. Looks like the problem has been solved. Thanks, Bob!

Kudos0

Re: Can not load the scan engine

Hello, my first post here and I'm another user who has this problem. I've tried following the solution suggested and it does reactivate the virus protection - however in my case only until I shut down my mac. The next time it boots up the problem returns and I have to enter the terminal command and reactivate the product all over again. Needless to say I'm getting fed up with this!

Am I doing something wrong or can Norton come up with a permanent solution to this problem? If not then uninstalling and purchasing an alternative product appears to be the only answer.

I'm running version 12.3 on OSX 10.8 Thanks for any help.

Kudos0

Re: Can not load the scan engine

My second post on the forum on the same subject - this error has occurred again. I'm having to perform the "solution" at least once a week if not more frequently which is annoying to say the least. Is someone looking at a permanent solution to this problem? Thanks.

Kudos0

Re: Can not load the scan engine

I recently encountered the same problem, so I uninstalled NAV and downloaded a 30-day Trial Version.

I already used the SUDO command to remove the keychain and restarted.

According to this forum, I then have to reactivate NAV, but how exactly do I do this ? I guess I'm supposed to enter the Product Key from my purchased version somewhere, but I can't find where exactly.

Any help would be greatly appreciated.

Greetings,

Wim

Norton Antivirus 12.3

Mac OS X 10.7

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