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Kudos0

Conenction error while checking the trust level for a file

Has anyone had any problems with Norton Insight today  ( 5/30/09 )?

I has been working fine until today. When I clicked Norton Insight  a little while ago the "progress circle" states "collecting files". However, there is no message saying that it is connecting with the server to check the files as it did in the past.

I keep getting "scan needed....100%"

Also, when clicking "check trust now" every file shows "not trusted". I have not added any programs of made any changes to my computer since the last successful Norton Insight check.

My guess is that there is comehting worng with the server that chekcs the trusted files since I do not see the message that it is checking files with the server......

Please advise...

thank you

<<Edit: Subject title edited to reflect the issue>>

Message Edited by TomV on 06-01-2009 02:06 AM

Replies

Kudos0

Re: Conenction error while checking the trust level for a file

Hold on and let me check that; I know that there has been an increased load after SP2 for Vista came out but this is the first I've heard of this.

Edit:

No problem here.  My Insight will collect files and then display a percent.  It has never connected to the server unless I tell it to by clicking on Refresh.  Can you please check your CPU Usage are to see if the Insight scan has run yet.  In fact, can you verify what has run in Idle Time ever please.

Message Edited by dbrisendine on 05-30-2009 06:42 PM
Win10 x64; Proud graduate of GeeksToGo
Kudos0

Re: Conenction error while checking the trust level for a file

Are all of your other background tasks running?  Click on CPU usage and check the dates to see when everything ran last.  Also, are you able to run liveupdate?
Under certain circumstances profanity provides relief denied even to prayer.Mark Twain
Kudos0

Re: Conenction error while checking the trust level for a file

Great minds....
Win10 x64; Proud graduate of GeeksToGo
Kudos0

Re: Conenction error while checking the trust level for a file

Typing at the same time....
Under certain circumstances profanity provides relief denied even to prayer.Mark Twain
Kudos0

Re: Conenction error while checking the trust level for a file

I checked task manager ( I'm running Windows XP home, SP2)..all processes are running...not sure where to find date of last run.

Live update runs fine...

Norton Insight meter shows: Trusted 0%    Scan Needed 100%

ran a complete scan...same story with Norton Insight meter

Also, the column in Norton Insight titled "trust level" is blank for all listed processes.

Kudos0

Re: Conenction error while checking the trust level for a file

Edited as great minds think too much alike

Message Edited by delphinium on 05-30-2009 04:35 PM
Under certain circumstances profanity provides relief denied even to prayer.Mark Twain
Kudos0

Re: Conenction error while checking the trust level for a file

Please see the pictures below:

[edit: image resize.]Message Edited by MikeLee on 05-30-2009 08:28 PM
Win10 x64; Proud graduate of GeeksToGo
Kudos0

Re: Conenction error while checking the trust level for a file

[edit: image resize.]Message Edited by MikeLee on 05-30-2009 08:28 PM
Win10 x64; Proud graduate of GeeksToGo
Kudos0

Re: Conenction error while checking the trust level for a file

Sorry...I was looking under Task manager.

Under the NIS 2009 CPU usage everything was last run  5/30/09 , including Noron Community watch and Norton Inssight submission.

The only thing that was run on 5/27/09 was Idle full system scan which I cancelled......I manually ran a full system scan earlier today.

Kudos0

Re: Conenction error while checking the trust level for a file

Just verifing that the Norton Insight SCAN has run also on the CPU Usage chart?
Win10 x64; Proud graduate of GeeksToGo
Kudos0

Re: Conenction error while checking the trust level for a file

On CPU usage chart Norton Insight Scan was last run 5/30/09 and 3:19 PM
Kudos0

Re: Conenction error while checking the trust level for a file

OK, it seems you have a corrupted Insight database.  Which has two possible solutions;

You can wait a day or so and see if the background updates rebuild your Insight database

                                                                OR

You can do a clean reinstall of NIS2009.  If you need instructions for the reinstall let me know and I will post some here for you.

Win10 x64; Proud graduate of GeeksToGo
Kudos0

Re: Conenction error while checking the trust level for a file

Thank you for your help!

I will want until tomorrow to see if the problem resolves.

In the mean time , would you give me instructions to do a clean install of NIS 2009?

thank you for your time......

Kudos0

Re: Conenction error while checking the trust level for a file

Sure; here you go ----

1) Copy your Norton key for safe keeping just in case you need it. You should not need this but it is better to have the key on hand than to need it and not have ready access to the key. You can find a copy of your currently installed key in My Documents\Symantec\Norton Internet Security_Key.txt.

2) Download the Norton Removal Tool from this link. Norton Removal Tool Choose the NIS2009 link and download the Norton Removal Tool (NRT) to your desktop. Directions are on the link page.

3) Download the latest version of NIS2009 from this link. Reinstall After Removal Choose the 'I have Norton Internet Security 2006 or later' link on this page. On the next page you can download the latest NIS2009 installation software. Save this file to your desktop also.

4) Disconnect from the Internet until your system needs the connection later in the process.

5) Go to START > Norton Internet Security > Uninstall and let NIS2009 uninstall itself. It will want to reboot the machine. Let it.

6) During the booting of your system, go to Safe Mode by tapping the F8 key until the Advanced Options menu is shown. Choose the Safe Mode option (no network or command prompt).

7) In Safe Mode, run the NRT tool. When the tool is finished, click on the Reboot to restart your system.

8) Let Windows boot into normal mode now.

9) Install NIS2009 by double clicking the file you downloaded and saved to your desktop in step 3.

10) When the installation asks for your key or says activating your product, reconnect to the internet then (plug your cable in or turn on the wireless card). [Note: The installation may not ask for your key and activate by using the previous key on the system. Your system will still need to connect to the internet at this point so updated definitions can be downloaded.]

11) Run the Live Update process manually until Live Update reports that there are no more updates to download, NIS2009 is fully up to date.

12) Reboot your system now to insure that any components updated during step 11 are loaded properly.

13) See if your error is fixed now.

Report back here with how this works for you.

Win10 x64; Proud graduate of GeeksToGo
Kudos0

Re: Conenction error while checking the trust level for a file

dbrisendine,

Thank you for posting the instructions.

When I went under Norton Inssight this morning, I clicked of "refresh" it attempted to connect with the server and then  an error message popped up stating that Insight was unable to "connect to the server...Try again later".

I will give it some time and see if Norton Insight connects with the server later before I try to re-install NIS2009.

Thanks again for your help and information!

Joe

Kudos0

Re: Conenction error while checking the trust level for a file

Good morning Bulajap:

The servers are definitely down or overloaded.  I wasn't able to connect either.

Under certain circumstances profanity provides relief denied even to prayer.Mark Twain
Kudos0

Re: Conenction error while checking the trust level for a file

Hi,

I am having problem with Norton Insight since yesterday. I am getting popup with unable to connect to server please try later message.

I did run one click support and received everything running fine answer. Now I am trying to figure out whether problem is here or on the server. Any ideas?

NIS 2009 last version, win xp home sp3

Kudos0

Re: Conenction error while checking the trust level for a file

The answer is in the message above, drejwithyou.  The servers are either down or overloaded.
Under certain circumstances profanity provides relief denied even to prayer.Mark Twain
Kudos0

Re: Conenction error while checking the trust level for a file

Thanks for affirmation.
Kudos0

Re: Conenction error while checking the trust level for a file

While on one of my two home computers today I tried to run a manual norton insight scan to calculate trust values. At the point when it says it is waiting for a response from the server it says that the servers are currently unavailable. This has been occuring on both of my two home computer for roughly 2-3 hours now. Would someone please confirm whether or not there is a legitimate server problem at the moment.

 

Also, upon first recieving the message I tried to use norton one click support to see if that did anything however when it said the support screen was loading it would freeze up and become non-responsive. I am not sure if this is connected the the server issue because I have not had to use norton one click support since the time I first installed NIS 2009 back in November and was testing out all of the new features. Does anyone know what could be causing this?

 

-Pexley1

Windows XP SP3 IE8

Norton 16.5.0.135 and 16.5.0.134

(The two computers only differ in the NIS 2009 build.)

Kudos0

Re: Conenction error while checking the trust level for a file

pexley -

Not sure where you are located but I just ran the Insight Scan (refresh) and although it seemed slow, it did connect to the server OK.  I am in the southeast USA.  Can you stop the process and try again?  You can still get Updates OK?

Win10 x64; Proud graduate of GeeksToGo
Kudos0

Re: Conenction error while checking the trust level for a file

I am located in the midwest united states. I am still able to recieve updates through liveupdate and all of norton's security features seem to be working ok. I turned off system restore, disconnected the internet, and ran a full system scan on both of the computers and no threats were detected. There do not seem to be any symptoms of viruses, spyware, etc. Neither computer is experiencing any slowdowns in other processes.

 

The insight scan appears to slow down around the time it says "building server query" and then as soon as it says "waiting for server to respond" the message saying the insight servers are unavailable comes up. I am still able to then hit cancel and try again but the same thing happens again and again.

Kudos0

Re: Conenction error while checking the trust level for a file

Sorry if I am unable to respond to any other replies until morning. It is already past 11 PM here. I will be sure to check back in the morning though.
Kudos0

Re: Conenction error while checking the trust level for a file

I would think the servers are just being updated.  I haven't heard anything but I have seen some response degradation after the Vista SP2 update.  Check in the morning.
Win10 x64; Proud graduate of GeeksToGo
Kudos0

Re: Conenction error while checking the trust level for a file

Rather than try running Insight all over again, I took the check a single file option.  I live in the Southwest.  Below is what I got:

mijN360 2013, v.20.1.0.24; Win7 Pro, SP1 (32 bit), IE 9, Firefox 14, No other active securityware
Kudos0

Re: Conenction error while checking the trust level for a file

Same in Aussie,Would have been the 31st for me.
Cheers Mo Windows 7 64 bit, NIS2013
Kudos0

Re: Conenction error while checking the trust level for a file

Yes it would be helpful for a peace of a mind if there would be a confirmation from Symantec on this issue. Just am not sure if I have to reinstall or just wait until it gets resolved.
Kudos0

Re: Conenction error while checking the trust level for a file

mij, thanks for the screen image because that is the exact error message I have been getting. I guess we all have to just be patient until someone from symantec gives us an update about when the servers will be up again. I just checked again and they are still down. I will probably try again later in the afternoon. At least it isn't the live update servers that are down.

 

Also, has anyone else been having the same trouble with one click support that I mentioned in an earlier reply? As I said I have not had a reason to use it since I first installed NIS 2009 but noticing that it does not work makes me want to make sure it is fixed if I ever do need its help. Could this be linked to the server problem? IE8? Something else?

 

-Pexley

Windows XP SP3 IE8

NIS 2009 16.5.0.134 and 16.5.0.135

Kudos0

Re: Conenction error while checking the trust level for a file

This is odd. I thought I would check the problems I was having one last time this morning and while the insight servers are still down my one click support just started working. I was able to load it twice in a row without any problems.

 

For others who may have experienced this I will try and explain what happened. The screen with the three point checklist would go by and when the yellow screen would come up (after it says registering controls) OCS would freeze when it says loading. The blue progress bar would also stop moving. It would take a few minutes to then force the OCS window to close. Norton itself still worked. However, when OCS would freeze windows would say that NIS is unresponsive (even though it was only OCS), and even after closing the OCS window the process that OCS uses would remain in the task manager.

 

Thankfull this appears to have been fixed though.

Kudos0

Re: Conenction error while checking the trust level for a file

No change this morning at 7:30 MST
mijN360 2013, v.20.1.0.24; Win7 Pro, SP1 (32 bit), IE 9, Firefox 14, No other active securityware
Kudos0

Re: Conenction error while checking the trust level for a file

In my lan there are three Notebooks running NIS 2009 (v16.5.0.135), on two of them with Vista SP2 (Home Pro and Ultimate) Norton Insight works fine - only on the third Notebook with Windows XP Pro SP3 the mentioned error occurs. Thats why that Im sceptic about server trouble...Message Edited by moongoose on 06-01-2009 05:40 PM
Kudos0

Re: Conenction error while checking the trust level for a file

I am still receiving connection error to Symantec server.

win home xp3 NIS 16.5.0.135

Kudos0

Re: Conenction error while checking the trust level for a file

This would probably explain why my idle Norton Insight Submission failed last night.

I can't seem to check a single file either. I'm prepared to just wait it out before doing anything rash as everything else still works.

Running Windows XP SP3

Message Edited by DBJr on 06-01-2009 02:26 PM
Kudos0

Re: Conenction error while checking the trust level for a file


DBJr wrote:

This would probably explain why my idle Norton Insight Submission failed last night.

I can't seem to check a single file either. I'm prepared to just wait it out before doing anything rash as everything else still works....


That's how I feel.

mijN360 2013, v.20.1.0.24; Win7 Pro, SP1 (32 bit), IE 9, Firefox 14, No other active securityware
Kudos0

Re: Conenction error while checking the trust level for a file

I'm thinking it must be a server issue as my Norton Insight will scan the files with no problems. The last scan came up 86% Trusted and 14% Scan Needed. I just can't check an individual file or refresh it.

My OCS worked without issues.

Kudos0

Re: Conenction error while checking the trust level for a file

Same here. 5:00 PM CST, no change.
Kudos0

Re: Conenction error while checking the trust level for a file


DBJr wrote:

I'm thinking it must be a server issue as my Norton Insight will scan the files with no problems. The last scan came up 86% Trusted and 14% Scan Needed. I just can't check an individual file or refresh it.

My OCS worked without issues.


It sounds like you're confusing what's happening.  The initial report that comes up is not based on a scan now, but on the summary based on the last successful scan.  It you can't scan an individual file or refresh it, then it sounds like you're having the same problem we are. 

mijN360 2013, v.20.1.0.24; Win7 Pro, SP1 (32 bit), IE 9, Firefox 14, No other active securityware
Kudos0

Re: Conenction error while checking the trust level for a file

Same problem here in northeast USA. Failed to complete for the submission part in the middle of the nite too. XP Pro sp3 here also. But I have system works 2009 which includes the antivirus part.
Success always occurs in private and failure in full view. Windows 10 Pro 64 bit Norton Core Security Plus 22.18.0.213 Core Firmware 282 I E 11 Chrome latest version.
Kudos0

Re: Conenction error while checking the trust level for a file

I noticed in the CPU Usage window that the "Norton Insight Submission" listed a "Failed to Complete" status and last ran May 31 at 11:31 AM.   Since it normally runs once a day and it's June 1st, 8:12 PM, I thought this was strange.

I opened the Norton Insight Window and clicked refresh. A notification appeared in the bottom right corner that states "Norton Internet Security is querying trust values to speed up the scanning process" like it normally does, but when the Insight window displayed the status of "waiting for server to respond", an "Unexpected Error - There is a problem connecting to the server.  Please try again later." window popped up. 

I've tried bunch more times, but I keep getting the same error.

Live Update runs fine, but not Norton Insight. 

I did a packet trace and it appears that NIS 2009 is connecting to https://saphire.symantec.com, interchanging some packets and then issuing a RST ACK packet.

Is anyone else having an issue with refreshing Norton Insight?

Kudos0

Re: Conenction error while checking the trust level for a file

Yes, there are.  There is already a thread discussing this.  I will ask that this be moved there so when a solution is found (most likely the servers being reworked) all will be notified.
Win10 x64; Proud graduate of GeeksToGo
Kudos0

Re: Conenction error while checking the trust level for a file

I should have did a better search as I didn't find this thread and created my own.

I'm seeing the same error when trying to refresh Norton Insight.  I'm in the North East.

Also according to the CPU usage window, the last "Norton Insight Submission" ran May 31 at 11:28 AM and resulted in a status of "Failed to Complete".

I did a packet sniff of a manually refresh and NIS 2009 16.5 appears to connect to  https://saphire.symantec.com, interchanging some packets and then issuing a RST ACK packet.  So the server is up, it's just not responding correctly.

Message Edited by Morac on 06-01-2009 08:25 PM
Kudos0

Re: Conenction error while checking the trust level for a file

Sorry I didn't realize there was a thread for this.

I found the thread where this was being discussed (the thread title should be clearer).  I just posted there.

Kudos0

Re: Conenction error while checking the trust level for a file

Cool.  Just trying to keep this all in one place.  Although I have not heard anything official I feel this may be some backlash over all the new files from Vista SP2 coming in all at once.
Win10 x64; Proud graduate of GeeksToGo
Kudos0

Re: Conenction error while checking the trust level for a file

7:30 PM CST. No change.

 

Hopefully a symantec employee will post an update by tomorrow afternoon. It is odd that norton would be taking this long to fix a server problem.

Kudos0

Re: Conenction error while checking the trust level for a file

I am having the same problem.  This problem was happening since May 31, 2009 (or at least I have noticed then) I have contacted the Symantec tech guys and they say they will check their servers!  I have Windows XP SP3.
“ We choose to go to the moon in this decade and do the other things, not because they are easy, but because they are hard ”--President John F. Kennedy
Kudos0

Re: Conenction error while checking the trust level for a file

10:00 PM CST ... No Dice.
Kudos0

Re: Conenction error while checking the trust level for a file

Hi Pex

I am in the future and it's still not fixed yet 2nd June here.

Cheers Mo Windows 7 64 bit, NIS2013
Kudos0

Re: Conenction error while checking the trust level for a file


mo wrote:

Hi Pex

I am in the future and it's still not fixed yet 2nd June here.


Hey, how did you get there?! I am still stuck in the past! Let me know when norton finally fixes this server problem.

 

P.s. Reminds me of the Apple commercial with "future pc".

Kudos0

Re: Conenction error while checking the trust level for a file

11:33 PM EDT - still DOA.

Hopefully it will be fixed soon.

Kudos0

Re: Conenction error while checking the trust level for a file

Anyone with Vista have the Insight / Submissions fail? 

Looked over the thread and see a lot of XP failures; just wanted to see if this makes a difference.

Win10 x64; Proud graduate of GeeksToGo

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