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Kudos0

Continual Requests to Restart Computer

For the past couple weeks I have been getting the same request several times a day.  "An update that you downloaded suggests that you restart your computer.  Do you want to restart your computer now?"

Even if I restart the computurer, the message will be back again in the same day.  I am running Norton Antivirus 11.1.2 (17), and have been for a couple years.  I have Symantec Scheduler check for product updates weekly on Wednesday at 4:00AM, and scan for virus's weekly on Saturday at 3:00AM.

I have never gotten this "restart" mesage in the past, and now I get it several times a day.  My O/S is 10.5.8.  Any ideas?  Thanks.

Kevin

Replies

Kudos0

Re: Continual Requests to Restart Computer

Ooops, I forgot to mention why I am being asked to restart the computer.  It seems to be the virus definitions.  "NAV for Macintosh Virus Defs".

Kudos0

Re: Continual Requests to Restart Computer

It shouldn't be asking you to restart due to a virus defs update.

You may need to download and install the latest version of LiveUpdate (5.1.2).  The installer is available here:

http://us.norton.com/support/kb/web_view.jsp?wv_type=public_web&docurl=20100414123129EN&ln=en_US



Kudos0

Re: Continual Requests to Restart Computer

Lee-  thanks for your response.  I updated to 5.1.2.  I gave it overnight to see what would happen, and it asked me to restart the computer again.  I did.  Matter of fact, I have restarted it a couple times, and whenever I come back it tells me to restart again. 

When I open Live Update, then Customize this Update Session, it tells me there are now NCO Anti-Phishing Defs and Virus Defs as "Products to Update".  Earlier this evening is was just the Virus Defs.  There is a check mark in the box to the left of each of these.

Is this the correct place for me to see why it is asking me to restart, or should I look elsewhere?  If it is the correct place, any other sugestions?  Thanks,  Kevin

Kudos0

Re: Continual Requests to Restart Computer

After you run LiveUpdate, does it continue to say there are updates available?  You may need to run it a couple times to get the current product updates, though if it only mentions definitions, it sounds like the product is current.  The defs are updated daily, so it's normal for new ones to appear, but once you have updated it should not show any more updates available for a while at least.

Kudos0

Re: Continual Requests to Restart Computer

Lee-  since your last post, I went ahead and clicked on "Update Everything Now".  It presented me with a list of things that all had green check marks next to them.  That window gave me the option to cancel or restart.  I chose Restart.  Within an hour or two I had the same small pop-up reminder window that I should restart the computer (same one that has been the issue all along).

I thought, ok, maybe I'll just do this a time or two and it will finally clear up.  Anyway, I did the above procedure three times since yesterday, and within an hour or two after restarting the computer, I got the same obnoxious notification that I needed to restart the computer.

I have had this product for a couple years now and untill the past couple weeks, it never came up with this notification.  Any other options?  How about deleting the program in it's entirety and reinstalling?

Kudos0

Re: Continual Requests to Restart Computer

That could work.  I should have checked earlier, but I'm beginning to wonder if the alert is in fact coming from NAV, does it mention Norton?   Can you attach a screenshot?

Kudos0

Re: Continual Requests to Restart Computer

Lee-  it happened again.  Below is the screen shot of the alert.  Below that is the screen shot of the listing that I see when I open Live Update > Customize This Session.  Like I said earlier, I updated all this stuff three times in the past 4 hours.  Suggestions?

Oh, your system would not accept my screen shot files with their .png extensions, so I changed them to .txt.  You may have to change them back to .png

Well, heck, it's not letting me attach these screenshots.

File Attachment: 
Kudos0

Re: Continual Requests to Restart Computer

There's an "Insert/edit image" icon in the toolbar above the text area (sorry I didn't mention that, it was quite a while before I found it myself).  But I was able to convert the picture you attached as txt and see that it is definitely ours.  So I would recommend uninstall/reinstall for lack of a better suggestion, I can't see why this should be happening.

Kudos0

Re: Continual Requests to Restart Computer

Thanks Lee, we're getting there.  I uninstalled Norton Internet Security using the uninstall utility.  It saved a folder on my desktop named Saved Symantec Data.

I saved my original 12/30/2009 email that includes the Product Key and Serial Number for the Norton Internet Security 4.1 for Mac.  Who, me organized?

Would you please prod me in the right direction from here? 

Where do I obtain/download the replacement software?  I assume I will have to use the Product Key and S/N originally provided and it will be recognized.  Do I do anything with the Saved Symantec Data folder?  Thanks, Kevin  Oh, yeah, now I see the insert/edit image thingy hiding in plain sight.

Kudos0

Re: Continual Requests to Restart Computer

How did you buy the software, through the Symantec store?

Kudos0

Re: Continual Requests to Restart Computer

Yes, through the Symantec Store.

Kudos0

Re: Continual Requests to Restart Computer

I am trying to find out if you can do this without going through Customer Support (I assumed you had the original installer, sorry for not asking first).  Since your initial subscription would have expired in December, but you were still getting updates, am I correct that you have renewed?

Kudos1 Stats

Re: Continual Requests to Restart Computer

Yes, I renewed the subscription, and I believe it was good till Dec 31, 2011.

Kudos0

Re: Continual Requests to Restart Computer

I'm anxiously awaiting the outcome of this dialog as I am experiencing the exact same problem on OSX. Restart after restart and the same image keeps popping up. I recently - within the last month or so - renewed my license and that's when the messages started. Thanks for asking the question - I finally found this thread via Google as had not been successful searching the Norton site.

Kudos0

Re: Continual Requests to Restart Computer

So far it looks like you'll need to contact Customer Support to get a new download of the product.  I may hear back from a support contact Monday if you want to wait, otherwise you could go ahead before then.

Kudos0

Re: Continual Requests to Restart Computer

Lee-  I'll wait to hear back from you or the support team on Monday.  Thanks

(sorry dhodges)

Kudos0

Re: Continual Requests to Restart Computer

Here's the reply from Support:

Depending on when the product was purchased (download option available till 60 days after purchase) and if Download Insurance was obtained (makes the download available for a year after purchase), the user may be able to download the product after signing into Norton Account (https://www.mynortonaccount.com/amsweb/default.do ). After signing in , he has to go to the "Order History" tab of Norton Account and view the order - the download should be there.

If this won't work for you (it may be too late), let me know, there may be one more avenue we can try.

Kudos0

Re: Continual Requests to Restart Computer

Lee-  unfortunately, it's too late for me.  I did some homework thru your website.  I purchased the original product on Dec 30, 2009, and renewed the definitions on Nov 16, 2010.  This is why I usually always (except this case) purchase the product as a CD.

Looking forward to the next option.

Kudos0

Re: Continual Requests to Restart Computer

I am awaiting an update from support, I'll provide some info via private message when I hear back.

Kudos0

Re: Continual Requests to Restart Computer

Hi Lee,

I am still within the 60-day time period so re-downloaded and reinstalled the software. This morning I have the same message appearing.

I did not purchase insurance (never heard of such a thing) but I do expect my software to work as expected. I've never had a problem with Symantec software until now.

What's the "one more avenue" you alluded to, please?

Thanks,

Dennis

Kudos0

Re: Continual Requests to Restart Computer

I will send a private message with that info, but it may not apply since you were able to re-download.  Did you run Symantec Uninstaller before re-installing?

Kudos0

Re: Continual Requests to Restart Computer

Lee-  I received your private message, and downloaded & installed the product.  After a couple days I thought everyting was working well, until I opened Live Update and tried to "Customize this Update Session".. I got the error message:  "Updating Error, There was an error performing this update".  I got that same message when I ran "Update Everyting Now".  Any ideas?  Thanks.

Kudos0

Re: Continual Requests to Restart Computer

Nothing obvious comes to mind.  You may want to try again if you haven't already, in case it was a temporary server issue.

If it still fails, you can follow the instructions at this link:

http://www.symantec.com/business/support/index?page=content&id=TECH134761



and attach the SymantecInfo.txt file here, it may shed some light.

Kudos0

Re: Continual Requests to Restart Computer

I've been getting the same message, but my situation is slightly different.  I am using NAVM with Mac OS 10.6.7.  I purchased NAVM 11.1.2 in November 2009, and have renewed the subscription a couple of times since, so it now supposed to be good until around November 2011.  I had to do a clean install on my Mac and did all the Apple software updates.  But when I installed NAVM, it would not work, and I get the same message as you when I tried to run LiveUpdate.

NAVM technical support sent me a zip file which removed NAVM files.  After I did that, I installed the NAVM that they sent me with  a subscription code.  However, it installed and did not ask me for the subscription code.  It claims that my subscription is good until June of next year, but also shows there have been no product updates.  I am still getting the message, the same as you, when I try to use LiveUpdate:  "Updating Error:  there was an error performing this update." 

So I am interested in following this thread.

Kudos0

Re: Continual Requests to Restart Computer

Hi RobinTree,

From the error code (10) you mentioned on the other thread, it sounds like you have not gotten the latest NAV product update, which is why I suggested checking that you had the current LiveUpdate version.  If you have LiveUpdate 5.1.2 and are still unable to update, you can also go to the link I mentioned above and post your SymantecInfo.txt file here.

-- Lee

Kudos0

Re: Continual Requests to Restart Computer

Thanks, Lee. Please see my response under the other thread:  Norton Antivirus Mac 11.1.2--LiveUpdate Code 10 error message.  I downloaded and installed LiveUpdate 5.1.2, and that appears to have solved the problem.

Kudos0

Re: Continual Requests to Restart Computer

Lee- I downloaded the GatherSymantecInfo file from above.  When the terminal window opens and asks for my Admin password (I have no password set up, it's a blank entry), I hit Enter and it tells me that is invalid.  What do I do then?

Kudos0

Re: Continual Requests to Restart Computer

Sorry, it looks like a response I thought was posted got lost.

I reproduced the problem of running the script w/o a password, and the only workaround I can suggest is to set a password temporarily.  I frankly didn't realize you could have no admin password, I can't think why it would matter but now am wondering ifit could be implicated in your other issues.  But hopefully if you run the script (with temp password setup for admin), it may reveal something.

Kudos0

Re: Continual Requests to Restart Computer

Hi Lee,

I'm in the same boat as Kevin regarding the error message.

I've run the script you suggested but cannot attach the txt file as it's too large for your server and it won't accept zip files! Ideas?

Looking forward to fixing the issue.

Thanks,

Dennis

Kudos0

Re: Continual Requests to Restart Computer

I will send a private message with my email address, you can send the zip there.

Kudos0

Re: Continual Requests to Restart Computer

Lee-  attached is the Symantecinfo.txt file.

File Attachment: 
Kudos0

Re: Continual Requests to Restart Computer

Kevin,

According to the report, you still have LiveUpdate 5.1.1 installed.  Are you certain there were no errors when you installed 5.1.2?  Maybe you can try again.  Before closing the installer, there is a popup menu at the bottom that allows you to view a log of the install (showing all info would be the most comprehensive).   If you can save and attach that log it may reveal some errors.  I'll keep looking at the log in the meanwhile, but not having 5.1.2 could be definitely be an issue.

Thanks,

Lee

PS to Dennis: I am still looking at your log, you do have 5.1.2 installed.

Kudos0

Re: Continual Requests to Restart Computer

Yes, LiveUpdate 5.1.2, Antivirus 11.1, Confidential 1.3.4, Firewall 4.1.1

Kudos0

Re: Continual Requests to Restart Computer

(To dhodges) Thanks, I did see these versions in your report.  I noticed there may be a discrepancy in your subscription data (awaiting confirmation from another engineer), which may be somehow involved. By any chance did you install a newer version of NIS over an older one, or install NIS over NAV?

Kudos0

Re: Continual Requests to Restart Computer

Lee-  no, there were no error mesages during the install.  Here is a brief list of what I have done, and I just did it again after a complete uninstall earlier.

1.    I installed Norton_Antivirus_11.1_Mac_EN.dmg, which was provided from your private message.

2.    The install went well.  At the tail end it asked if I wanted to update things before restarting.  I chose YES, and it went through a short process.

3.    It then automatically restarted the computer

4.    Once restarted, I opened Live Update and noted it was version 5.1.1

5.    I then chose Update Everything Now

6.    I then received the same Error Message Updating Error, etc, etc.

7.    I can't even get to a 5.1.2 install

This has been causing serious operational issues with Parallels Desktop and all of my Windows based programs.  I have used the uninstall utility on multiple occassions just cause I can't live with the poor performance that this product is currently causing.  It never did this before. 

Kudos0

Re: Continual Requests to Restart Computer

I am a little unsure what you mean by "I can't even get to a 5.1.2 install."  Are you able to download the 5.1.2 installer from the link below?  Until you are able to run that, it doesn't help to run Live Update.

http://us.norton.com/support/kb/web_view.jsp?wv_type=public_web&docurl=20100414123129EN&ln=en_US

Please let me know if you can't install that version for some reason (and what happens when you try). 

Kudos0

Re: Continual Requests to Restart Computer

Lee- I was able to install Liveupdate 5.1.2.  I then did an Update Everything Now.  It updated 6 files.  It asked to restart the computer, which I did.

I then ran the gater info utility.  The txt file is attached.  Heck, maybe after a brand new install I won't experience the problems I had initially.  We'll see.  Kevin

File Attachment: 
Accepted Solution
Kudos0

Re: Continual Requests to Restart Computer

Thanks.  I'll take a look at the info, but please let me know if you see more issues updating.  Sorry if I wasn't clear before, I think I should have uploaded a disk image for you that included LU 5.1.2 (I forgot that wasn't it).

Kudos0

Re: Continual Requests to Restart Computer

Lee-  it's over 24 hrs since fresh new install & update.  So far there have been no further requests to restart.  I will keep you posted.

Kudos0

Re: Continual Requests to Restart Computer

Lee-  just wanted to close the loop on this one.  It's been a little over a week since the new reinstall and everything is working as it should.  Thanks for your help and your persistence in figuring this out.  Kevin

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