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Kudos0

Help to ensure working protection of the product

Hello everyone,
I noticed recently that when I did not manually "liveupdate"d my product for three months, it did not update itself either.

Though it kept occasionally displaying a small prompt at the bottom of the windows desktop that definitions are out of date.

Though the "automatic" portion of liveupdate is not that much of a concern for me, but what is scaring me is the possibility of the infections-defending portion of the product not being functional. I tried a reinstall of the product, but it still works the same (over a couple of days no ''automatic"" live update, though used the internet actively. However, no prompt of an out of date definitions displayed either).


Actually the eerie part is that the product otherwise appears to be working perfectly at least from the user interaction perspective. And I do not "yet" know how many threats are slipping past it without me getting a slightest hint!


The following reporting areas of the norton 360 user interface, that I could think of consulting, have been seen and no error appears to be reported there.

  • The opening screen shows green colored you are protected with the protection updates dated two days prior (when I ran liveupdate) and Last scan date as 1 day ago.
  • The 30 day report says System status: live udpate: up to date. The bottom subscription status line correctly shows the number of days of subscription remaining.
  • The quick controls (from the settings menu) mentions automatic live update is selected.
  • The advanced button on the security tab says the settings for auto protect, sonar, firewall, intrusion prevention etc. are all on (green).
  • Below is the autofix error report (generated using Get support on the help menu at the top):

Norton 360
22.6.0.142
Windows Vista (TM) Home Basic
6002.19636.x86fre.vistasp2_gdr.160409-1048
Norton Autofix Results: 0 item(s)

The assuring part is that though I am no expert at detecting an infected system or spotting a trojan file, but I have not yet found any suspicious or unknown file in my system nor do I seem to be experiencing any degraded system performance. Thus it seems to me that my system is not yet infected. But then again, rather than blindly assuming that even though the automatic liveupdate is defective, the protection portion of my norton product is still functioning correctly, there is another potential factor that may instead be ensuring the cleanliness of the system. The contributing factor could be instead my current web needs being limited to venturing only a handful and very known websites (like wikipedia.org, live.com etc) and not yet needing to trudge the darker portions of the web.


Now, my web surfing zones may change to dangerous areas without me realizing, the same way that I may not be realizing that my system may already have some latent infection. I am now considering to start making transactions on e-commerce websites and hence security has become important.


So I request your help in:
1. Suggesting me a way to find out if defending protions of my product is indeed actively defending from infections
2. Any fix for the missing automatic portion of the live update funcitonality

Any help will be appreciated.

Thanks in advance.
GS

Replies

Kudos0

Re: Help to ensure working protection of the product

Hello FindingHelp

Is your system time, location, date, time zone all correct without errors? Do you have any other real time security programs running? What was your previous security program and how was removed? Did you use the removal tool from the previous vendor? What browser do you primarily?

Thanks.

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: Help to ensure working protection of the product

Thanks for responding.

I used the windows' control panel DateAndTime application to verify the correctness of the following settings:

1. Date 2. Time 3. Time Zone 4. Daylight saving settings

They are all correct.

Further, the internet time tab indicates that the system clock is set to synchronize periodically with time.windows.com.

As to the second question of whether I have any additional security program. The answer is that there is none (neither actively monitoring nor on demand monitoring basis). I am only using this security product till now.

As regards to the previous product it was norton internet security. I uninstalled that simply by running the uninstaller from the control panel utility named 'Uninstall a program'.

As regards to the final question:  I use IE and firefox both.

Waiting for your response.

Thanks.

Kudos0

Re: Help to ensure working protection of the product

Hi, FindingHelp. It's possible that by only uninstalling NIS via Programs and Features, that you only got a partial uninstall, and that may have affected the 360 install.

My suggestion as floplot is offline, would be to use the Norton Removal Tool which will do a more efficient job of uninstalling your Norton product, and then go to your Norton Account to download and install a pre activated and more up to date version.

https://www.norton.com/nrt

After the reinstall, run Live Update manually until no more are found, and then reboot.

Here is the link for managing your Norton Account.  https://manage.norton.com/

Let us know how you go.

Windows 10 Home X 64
Kudos0

Re: Help to ensure working protection of the product

Hi F4E, Thanks for quickly answering and giving the steps in detail.

Before asking my questions related to your suggested installation way, I want to first know if my product is really an old version - since I did liveupdate a few days ago and it said its upto date. In fact the 30 day report also says liveupdate upto date! (When I did the manual liveupdate it should have worked, since it downloaded many MBs of data and further before live update the security screen was red and after the liveupdate it turned green. May be that is also a fudge that I am not yet aware of!). I may be very well be wrong in assuming that my version is an older one but why do you consider my version is an old version. My version is version 22 (to see the version I clicked help menu  and then the about link). I do not think this version is old, a google search also validates my belief. See an excerpt from the google search below for reference :

Norton FAQs - Norton Security Questions - What is the latest version of ...

www.nortonsecurityonline.com/.../what-is-the-latest-version-of-norton-security.html

Mar 11, 2016 - The first edition of Norton Security was released in September 2014. As of March 11, 2016: The latest version of Norton Security for Windows is version number 22.6.0.142. The latest version of Norton Security for Mac is version number 7.0.1.

Now about the installation method you have suggested for pre activated install. I am unable to find any product download link from manage.norton.com in either the Home, device, services tab. On navigating inside the order history link it says

There are no orders in your Norton Account at this time.

If you obtained your Norton product through your service provider or preinstalled on a new computer, it may not appear on this list.

May be it means that my product came from a service provider. I have purchased my product from ebay and the seller told me to use the key he ships but to use the media from any source. Since my friend who suggested me this product was having the CD from the product he purchased form amazon, I used that CD. Now to reinstall it, I will have to contact him and again procure the CD provided he still has it. But I am reluctant to do this effort since I am not sure if a corrupted installation could be the issue behind this. Since neither the uninstallation of the previous product nor the installation of the new one has reported any errors. In fact they both prompted me that they were successful. Further, I restarted the system after uninstall as well as after the reinstall as suggested by them respectively. And there were no other applications running during uninstall or the reinstall either. If you will still suggest me to reinstall, I will have none other option but to do that.

Please suggest me your opinion now. I request you to consider my problem carefully.

Thanks.

Kudos0

Re: Help to ensure working protection of the product

You will not have to get the CD from your friend. Installing from a CD gives you a product that is going to be over 2 years old, and will require multiple updates to get you to the current version. As F4E notes you sign in to your Norton Account at https://manage.norton.com

From there you click the Services tab and choose your current product. Then click the Download button and follow the instructions to download and install your product.

As to your question about a corrupt installation. If you are reporting that Liveupdate does not seem to be running, and you occasionally get messages that your definitions are out of date, then there seems to be something wrong with the overall installation. This can sometimes happen, especially when changing from NIS to 360. 

Things happen. Export/Backup your Norton Password Manager data.
Kudos0

Re: Help to ensure working protection of the product

Hello

You are running N360. That is considered an  old product even if it has the latest version which is 22.6.0.142. You can not purchase a new product of N 360 in a store or online any more. You are still allowed to buy a renewal of your current N360 from the Norton estore only. You may have the latest version, but it is still an old product.

The newest line of products is called Norton Security. The different flavors of the products can be bought in stores and online at legal sites usually at a discounted price which will be much cheaper than buying from the Norton store. Btw, buying software from eBay is a risky thing. We have had many complaints from customers who purchased from eBay and ended up with used keys when the  product was supposed to be new..

Thanks.

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: Help to ensure working protection of the product

Sorry, FindingHelp. I should have explained myself better. When I suggested downloading a fresh install from your Norton Account, I should have mentioned that there will be less updating to do, as the Norton Account always holds the most recent version of your product.

Your best bet is if you wish to stay with 360 to download as others have also suggested, from your Norton Account after having removed your troublesome version first as posted earlier.

However if Norton is not listed, then you need to choose your Norton product from the Norton site in your country, and compare the products if you wish to change to Norton Security.

http://norton.com/chat This link will get you to Norton Support, who can help you with your situation if needed.

Windows 10 Home X 64
Kudos0

Re: Help to ensure working protection of the product

Hello

If you want to reinstall your N360 , you can use this link.

www.norton.com/latestn360   If you have N360 premium, then use this link.

www.norton.com/latestn360p  

These links will give you 22.6.0.142. Please run Live Update, restarting as requested. After you get all the updates, then reboot one more time.

Please come back and let us know how you made out.

Thanks.

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: Help to ensure working protection of the product

Hello All,

Firstly I want to thank everybody for your considerations, efforts and suggestions.

You have unanimously clarified that the trouble of the automatic portion of liveupdate not functioning is the corrupted installation. Accepted. After reading your suggestions it is quite clear that if I am to continue depending on the current product I must reinstall it. I will do it as you say.

floplot: Thanks for cautioning. I hope I did not got duped by someone when I purchased the product on the eBay.

F4E: There is no question of you asking for an apology for not having given me a sufficiently detailed installation method and its relative advantages. What you mentioned was what was to be done (install via the website), without detailing alternatives and comparing them, which is sufficient. An aside: The only thing that I could not agree at first was your assumption that my installation has been improper. Its a different issue that I could not follow your suggested installation path earlier - I need to work that out. For the moment I am putting this issue on the back burner as my need for ecommerce is temporarily eliminated and my time constraints in dealing with such issues. In the unlikely case I shall have a problem later I shall come back to you experts.

Thanks once again for the your efforts and providing the solution.
Bye.
GS

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