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Kudos0

Issues with LiveUpdate

I recently posted on another thread regarding the "Vulnerability Engine Corruption Issue", but was also having issues with the LiveUpdate that started at about the same time late last week.  Now that the patch has fixed the Error Notice regarding the corruption issue, I still need to figure out why I am having issues with the Live Update.

When I run the LiveUpdate it finds updates that are needed but stays on "processing" for eternity and never downloads the updates needed.

I have have a Mac PowerPC G4.  I had Norton AntiVirus 11 (2007) when these problems came up.  Since my subscription was due, I decided to uninstall the program and delete everything associated with it and upgrade to the Norton Internet Security for Mac 4.  However, I am having the same LiveUpdate issue.  I have looked throught the Norton site, trying different option, but nothing seems to work.  It just stays in the processing phase and never downloads.  This is frustrating.  I've tried to reinstall.  Any ideas?

Replies

Kudos0

Re: Issues with LiveUpdate

Can you tell me which update it is downloading when it stays on "processing"?

Thanks,

Ryan 

Ryan McGann Technical Director Norton Business Unit, Symantec
Kudos0

Re: Issues with LiveUpdate

I have run it on the general LiveUpdate and it doesn't show which update it not doing.  I just says "0 bytes of 13.7 MB" in the second line and "Processing..." in the fourth line".  When I run the custom update and try the individual updates, it doesn't matter, each gets stuck in "Process..." mode. 

I was on Live Chat with an analyst for a while last night.  The person was going to escalate the issue to the research team.

Kudos0

Re: Issues with LiveUpdate

Hit wrong button earlier.  Issue is not solved!
Kudos0

Re: Issues with LiveUpdate

Could you please look for the following file:

/Library/Application Support/Symantec/LiveUpdate/liveupdt.log

If you find it, please double click it to open it in the Console application. Click the "Clear Display" button in Console and then run LiveUpdate. Then copy & paste the contents of your liveupdt.log output in Console.app to this forum.

Thanks,

Ryan 

Ryan McGann Technical Director Norton Business Unit, Symantec
Kudos0

Re: Issues with LiveUpdate

I looked under the /library/application support and there is nothing with Symantec listed under it.
Kudos0

Re: Issues with LiveUpdate

There should be a folder called /Library/Application Support/Symantec. If that folder does not exist, somehow your installation of Norton AntiVirus or Norton Internet Security has been jacked up. If that folder does not exist, I would recommend following the steps in this article to completely uninstall our products (follow the steps listed to use the RemoveSymantecMacFiles tool):

http://service1.symantec.com/SUPPORT/num.nsf/docid/2002110814042611?Open&docid=2004020215543111&nsf=num.nsf&view=0&seg=hm&lg=en&ct=us

and then re-install Norton Internet Security. I am not sure how things would have gotten lost like that unless you did an Archive & Install, or the Apple Installer failed some part of the install.

Sorry for the troubles--I haven't heard of anybody's installation going wrong like this. If you don't have a Symantec folder, nothing about our products will work, so LiveUpdate is kind of the least of your issues :-)

Ryan

Message Edited by ryan_mcgann on 04-30-2009 10:41 PM
Ryan McGann Technical Director Norton Business Unit, Symantec
Kudos0

Re: Issues with LiveUpdate

I have seriously totally removed Symantec from my computer and reinstalled the program so many times this week that I have lost count; in an attempt to correct whatever the issue may be.  However, I have done it again following the instruction you outlined and reinstalled the program again.  Unfortunately, there is still no Symantec folder under the /Library/Application Support.  I also pulled up the Console through the Utilities menue and there is no Live Update Log registering under the Library logs.  I only found the Symantec Set Up Assistant.
Kudos0

Re: Issues with LiveUpdate

The LiveUpdate log would not show up under /Library/Logs because it is not installed there, it is installed to /Library/Application Support/Symantec. You will have to use the Finder. Perhaps that's where the confusion is.

In the Finder, open a new window (select New Finder Window from the File menu). In the Go menu, select Go to Folder…. When the new window appears, copy and paste

 /Library/Application Support/Symantec

and click the Go button. This will show the Symantec folder in the Finder. Then open the LiveUpdate folder, and in there should be a file called liveupdt.log.

Please copy & paste this file and paste it to the forums.

If you really have no Symantec folder in the Finder then the Apple Installer.app is somehow broken and we'll need to figure out something else.

Thanks,

Ryan 

Ryan McGann Technical Director Norton Business Unit, Symantec
Kudos0

Re: Issues with LiveUpdate

No, I understand where you were asking before.  There really is no Symantec folder in that Application Support folder you have requested I find.  Is the Apple Installer.app part of the Symantec product or something else?
Kudos0

Re: Issues with LiveUpdate

No Installer.app is an Apple provided application that is used to install software on Mac OS X. It must be encountering an error, or it has a bug in it. I've never heard of this occuring except for people who are installing on an unsupported operating system. Just to make sure, we only support Norton Internet Security 4 and Norton AntiVirus 11 when installed on Mac OS X 10.4.11 through 10.5.7, not 10.6 developer builds at this time.

However, I think there is still some miscommunication going on here. I read your post on the "Vulnerability Protection encountered an error" thread. If you are receiving that error message, that means our products are installed because our product is the one that puts up that alert. It would be impossible to have no Symantec folder and still get that alert, because our background application is installed into /Library/Application Support/Symantec/Daemon/. Perhaps the Symantec folder has since disappeared?

Please try uninstalling using the RemoveAllSymantecProducts tool again. Then re-install, but this time open up the Installer application's log file which can be found by selecting Window -> Installer Log. Change the popup menu to "Show all logs". Continue with the installation, and when it finishes please click the "Save" button. Then send the log file to me either by posting it here, or via email (send me a private message and I'll give you my work email address).  

Ryan 

Ryan McGann Technical Director Norton Business Unit, Symantec
Kudos0

Re: Issues with LiveUpdate

Okay, I found the  /Library/Application Support/Symantec folder in a different location (there appear to be different versions or levels of the /Library/Application Support) and was able to get the liveupdt.log.  I ran LiveUpdate to the point where it kept "Processing..." and opened the log.  Here are the contents:

May 1, 2009 6:43:36 PM Java LiveUpdate launched with the command line = -c /Library/Application Support/Symantec/LiveUpdate/liveupdate.conf --abort-on-file-exists /private/tmp/liveupdate.0.9bFLhY --available-list /private/tmp/liveupdate.1.M4vvkf [ -p NCO for Macintosh Anti-Phishing Engine -v 3.0.0 -l SymAllLanguages -z 0 -t MacUpdate ] [ -p NCO for Macintosh Anti-Phishing Engine -v 3.0.0 -l SymAllLanguages -z 0 -t Update ] [ -p Norton Confidential for Macintosh -v 1.2.1 -l English -z 0 -t MacUpdate ] [ -p Norton Confidential for Macintosh -v 1.2.1 -l English -z 0 -t Update ] [ -p NCO for Macintosh Anti-Phishing Defs -v MicroDefsB.Error -l SymAllLanguages -z 0 -t PhishingDefs ] [ -p NCO for Macintosh Anti-Phishing Defs -v SrcDef.0 -l SymAllLanguages -z 0 -t PhishingDefs ] [ -p NCO for Macintosh Anti-Phishing Defs -v MicroDefsB.CurDefs -l SymAllLanguages -z 0 -t PhishingDefs ] [ -p NAV for Macintosh Virus Defs -v MicroDefsB.Full -l SymAllLanguages -z 0 -t VirusDef ] [ -p NAV for Macintosh Virus Defs -v MicroDefsB.Apr -l SymAllLanguages -z 2009041532 -t VirusDef ] [ -p NAV for Macintosh Virus Defs -v MicroDefsB.CurDefs -l SymAllLanguages -z 2009042932 -t VirusDef ] [ -p Symantec DeepSight Extractor for Macintosh -v 4.5.0 -l SymAllLanguages -z 0 -t MacUpdate ] [ -p Symantec DeepSight Extractor for Macintosh -v 4.5.0 -l SymAllLanguages -z 0 -t Update ] [ -p Vulnerability Protection Engine for Macintosh -v 1.0.0 -l SymAllLanguages -z 0 -t MacUpdate ] [ -p Vulnerability Protection Engine for Macintosh -v 1.0.0 -l SymAllLanguages -z 0 -t Update ] [ -p Vulnerability Protection for Macintosh -v IPSsigs -l SymAllLanguages -z 0 -t IPSUpdate ] [ -p Norton Internet Security for Macintosh -v 4.0.0 -l English -z 0 -t MacUpdate ] [ -p Norton Internet Security for Macintosh -v 4.0.0 -l English -z 0 -t Update ] [ -p LiveUpdate for Macintosh -v 5.1.0 -l English -z 0 -t MacUpdate ] [ -p LiveUpdate for Macintosh -v 5.1.0 -l English -z 0 -t Update ] [ -p Norton AntiVirus for Macintosh -v 11.0.2 -l English -z 0 -t MacUpdate ] [ -p Norton AntiVirus for Macintosh -v 11.0.2 -l English -z 0 -t Update ] [ -p Norton Firewall for Macintosh -v 4.0.0 -l English -z 0 -t MacUpdate ] [ -p Norton Firewall for Macintosh -v 4.0.0 -l English -z 0 -t Update ] [ -p Symantec Scheduler for Macintosh -v 5.0.2 -l English -z 0 -t MacUpdate ] [ -p Symantec Scheduler for Macintosh -v 5.0.2 -l English -z 0 -t Update ]
May 1, 2009 6:43:37 PM Using character set UTF-8
May 1, 2009 6:43:37 PM Command-line Product Selections to update:
May 1, 2009 6:43:37 PM (ProdName, Version, Lang, ItemSeqName, SeqNum)
May 1, 2009 6:43:37 PM   NCO for Macintosh Anti-Phishing Engine, 3.0.0, SymAllLanguages, MacUpdate, 0
May 1, 2009 6:43:37 PM   NCO for Macintosh Anti-Phishing Engine, 3.0.0, SymAllLanguages, Update, 0
May 1, 2009 6:43:37 PM   Norton Confidential for Macintosh, 1.2.1, English, MacUpdate, 0
May 1, 2009 6:43:37 PM   Norton Confidential for Macintosh, 1.2.1, English, Update, 0
May 1, 2009 6:43:37 PM   NCO for Macintosh Anti-Phishing Defs, MicroDefsB.Error, SymAllLanguages, PhishingDefs, 0
May 1, 2009 6:43:37 PM   NCO for Macintosh Anti-Phishing Defs, SrcDef.0, SymAllLanguages, PhishingDefs, 0
May 1, 2009 6:43:37 PM   NCO for Macintosh Anti-Phishing Defs, MicroDefsB.CurDefs, SymAllLanguages, PhishingDefs, 0
May 1, 2009 6:43:37 PM   NAV for Macintosh Virus Defs, MicroDefsB.Full, SymAllLanguages, VirusDef, 0
May 1, 2009 6:43:37 PM   NAV for Macintosh Virus Defs, MicroDefsB.Apr, SymAllLanguages, VirusDef, 2009041532
May 1, 2009 6:43:37 PM   NAV for Macintosh Virus Defs, MicroDefsB.CurDefs, SymAllLanguages, VirusDef, 2009042932
May 1, 2009 6:43:37 PM   Symantec DeepSight Extractor for Macintosh, 4.5.0, SymAllLanguages, MacUpdate, 0
May 1, 2009 6:43:37 PM   Symantec DeepSight Extractor for Macintosh, 4.5.0, SymAllLanguages, Update, 0
May 1, 2009 6:43:37 PM   Vulnerability Protection Engine for Macintosh, 1.0.0, SymAllLanguages, MacUpdate, 0
May 1, 2009 6:43:37 PM   Vulnerability Protection Engine for Macintosh, 1.0.0, SymAllLanguages, Update, 0
May 1, 2009 6:43:37 PM   Vulnerability Protection for Macintosh, IPSsigs, SymAllLanguages, IPSUpdate, 0
May 1, 2009 6:43:37 PM   Norton Internet Security for Macintosh, 4.0.0, English, MacUpdate, 0
May 1, 2009 6:43:37 PM   Norton Internet Security for Macintosh, 4.0.0, English, Update, 0
May 1, 2009 6:43:37 PM   LiveUpdate for Macintosh, 5.1.0, English, MacUpdate, 0
May 1, 2009 6:43:37 PM   LiveUpdate for Macintosh, 5.1.0, English, Update, 0
May 1, 2009 6:43:37 PM   Norton AntiVirus for Macintosh, 11.0.2, English, MacUpdate, 0
May 1, 2009 6:43:37 PM   Norton AntiVirus for Macintosh, 11.0.2, English, Update, 0
May 1, 2009 6:43:37 PM   Norton Firewall for Macintosh, 4.0.0, English, MacUpdate, 0
May 1, 2009 6:43:37 PM   Norton Firewall for Macintosh, 4.0.0, English, Update, 0
May 1, 2009 6:43:37 PM   Symantec Scheduler for Macintosh, 5.0.2, English, MacUpdate, 0
May 1, 2009 6:43:37 PM   Symantec Scheduler for Macintosh, 5.0.2, English, Update, 0
May 1, 2009 6:43:38 PM Adding JLU to the current command line
May 1, 2009 6:43:38 PM   JLU Macintosh, 3.2, English, LiveUpdateSeq, 10
May 1, 2009 6:43:40 PM Java Version 1.5.0_16.
May 1, 2009 6:43:40 PM Mac OS X 10.4.11
May 1, 2009 6:43:40 PM Java LiveUpdate version 3.2 Build 10.
May 1, 2009 6:43:40 PM ProductInventory: parsed default inventory file: /etc/Product.Catalog.JavaLiveUpdate
May 1, 2009 6:43:40 PM Inventory File Product Selections to update:
May 1, 2009 6:43:40 PM (ProdName, Version, Lang, ItemSeqName, SeqNum)
May 1, 2009 6:43:40 PM ProductInventory.deleteProduct - Product not found for moniker 0C0C89F8-E695-41de-941C-3C79DDAE2FFD.
May 1, 2009 6:43:41 PM The property maxZipFileSize is not set in config file
May 1, 2009 6:43:41 PM The property maxZipFileSize in config file changed to 614,400
May 1, 2009 6:43:41 PM The property maxTriFileSize is not set in config file
May 1, 2009 6:43:41 PM The property maxTriFileSize in config file changed to 10,485,760
May 1, 2009 6:43:41 PM The property maxPackageSize is not set in config file
May 1, 2009 6:43:41 PM The property maxPackageSize in config file changed to 734,003,200
May 1, 2009 6:43:41 PM The property maxPackageContentSize is not set in config file
May 1, 2009 6:43:41 PM The property maxPackageContentSize in config file changed to 734,003,200
May 1, 2009 6:43:42 PM Checking to see if JLU can connect to its own listener thread.
May 1, 2009 6:43:42 PM Checking to see if a session of JLU is running at port 49162.
May 1, 2009 6:43:42 PM An active JLU session has been detected.
May 1, 2009 6:43:42 PM JLU was able to successfully connect to its own listener thread.
May 1, 2009 6:43:42 PM Downloading minitri.flg to /private/tmp/liveupdate/minitri.flg ...
May 1, 2009 6:43:43 PM Connecting to HTTP proxy 127.0.0.1:8090 ...
May 1, 2009 6:44:44 PM java.net.SocketTimeoutException: connect timed out
    at java.net.PlainSocketImpl.socketConnect(Native Method)
    at java.net.PlainSocketImpl.doConnect(PlainSocketImpl.java:333)
    at java.net.PlainSocketImpl.connectToAddress(PlainSocketImpl.java:195)
    at java.net.PlainSocketImpl.connect(PlainSocketImpl.java:182)
    at java.net.SocksSocketImpl.connect(SocksSocketImpl.java:430)
    at java.net.Socket.connect(Socket.java:520)
    at jluin.a(DashoA5380)
    at jluej.a(DashoA5380)
    at jluej.a(DashoA5380)
    at jluej.c(DashoA5380)
    at jluej.b(DashoA5380)
    at jlucb.a(DashoA5380)
    at jlucb.a(DashoA5380)
    at jlufx.b(DashoA5380)
    at jlufx.a(DashoA5380)
    at com.symantec.liveupdate.LiveUpdate.computeAvailableUpdates(DashoA5380)
    at com.symantec.liveupdate.LiveUpdate.a(DashoA5380)
    at com.symantec.liveupdate.LiveUpdate.main(DashoA5380)

May 1, 2009 6:44:44 PM Downloading livetri.zip to /private/tmp/liveupdate/livetri.zip ...
May 1, 2009 6:44:44 PM Connecting to HTTP proxy 127.0.0.1:8090 ...
May 1, 2009 6:44:51 PM Connected to 127.0.0.1:8090 sending request ...
May 1, 2009 6:44:51 PM Waiting for response ...
May 1, 2009 6:45:06 PM Receiving file ...
May 1, 2009 6:45:38 PM java.net.SocketTimeoutException: Read timed out
    at java.net.SocketInputStream.socketRead0(Native Method)
    at java.net.SocketInputStream.read(SocketInputStream.java:129)
    at jluej.a(DashoA5380)
    at jluej.c(DashoA5380)
    at jluej.b(DashoA5380)
    at jlucb.a(DashoA5380)
    at jlucb.a(DashoA5380)
    at jlufx.b(DashoA5380)
    at jlufx.a(DashoA5380)
    at com.symantec.liveupdate.LiveUpdate.computeAvailableUpdates(DashoA5380)
    at com.symantec.liveupdate.LiveUpdate.a(DashoA5380)
    at com.symantec.liveupdate.LiveUpdate.main(DashoA5380)

May 1, 2009 6:46:08 PM Transfer completed in 83,436 ms (3,795 bytes/sec)
May 1, 2009 6:46:08 PM The zip entry is liveupdt.tri
May 1, 2009 6:46:08 PM The zip entry is liveupdt.grd
May 1, 2009 6:46:08 PM The zip entry is liveupdt.sig
May 1, 2009 6:46:08 PM Unzipping livetri.zip into /private/tmp/liveupdate ...
May 1, 2009 6:46:08 PM The zip file downloaded is a catalog file
May 1, 2009 6:46:08 PM Extracting liveupdt.tri
May 1, 2009 6:46:08 PM Total number of bytes read is 1,591,997
May 1, 2009 6:46:08 PM Extracting liveupdt.grd
May 1, 2009 6:46:08 PM Total number of bytes read is 793,505
May 1, 2009 6:46:08 PM Extracting liveupdt.sig
May 1, 2009 6:46:08 PM Total number of bytes read is 2,267
May 1, 2009 6:46:08 PM Unzipping completed
May 1, 2009 6:46:08 PM Loading root certificate
May 1, 2009 6:46:09 PM Setting certificate restrictions
May 1, 2009 6:46:09 PM Loading guard file:  /tmp/liveupdate/liveupdt.grd
May 1, 2009 6:46:12 PM
May 1, 2009 6:46:12 PM The Java LiveUpdate session has completed successfully.
May 1, 2009 6:46:12 PM Return code = 0
May 1, 2009 6:46:12 PM
============================================================
<IdsJluCommandLine><-c /2FLibrary/2FApplication Support/2FSymantec/2FLiveUpdate/2Fliveupdate.conf --abort-on-file-exists /2Fprivate/2Ftmp/2Fliveupdate.0.9bFLhY --available-list /2Fprivate/2Ftmp/2Fliveupdate.1.M4vvkf [ -p NCO for Macintosh Anti-Phishing Engine -v 3.0.0 -l SymAllLanguages -z 0 -t MacUpdate ] [ -p NCO for Macintosh Anti-Phishing Engine -v 3.0.0 -l SymAllLanguages -z 0 -t Update ] [ -p Norton Confidential for Macintosh -v 1.2.1 -l English -z 0 -t MacUpdate ] [ -p Norton Confidential for Macintosh -v 1.2.1 -l English -z 0 -t Update ] [ -p NCO for Macintosh Anti-Phishing Defs -v MicroDefsB.Error -l SymAllLanguages -z 0 -t PhishingDefs ] [ -p NCO for Macintosh Anti-Phishing Defs -v SrcDef.0 -l SymAllLanguages -z 0 -t PhishingDefs ] [ -p NCO for Macintosh Anti-Phishing Defs -v MicroDefsB.CurDefs -l SymAllLanguages -z 0 -t PhishingDefs ] [ -p NAV for Macintosh Virus Defs -v MicroDefsB.Full -l SymAllLanguages -z 0 -t VirusDef ] [ -p NAV for Macintosh Virus Defs -v MicroDefsB.Apr -l SymAllLanguages -z 2009041532 -t VirusDef ] [ -p NAV for Macintosh Virus Defs -v MicroDefsB.CurDefs -l SymAllLanguages -z 2009042932 -t VirusDef ] [ -p Symantec DeepSight Extractor for Macintosh -v 4.5.0 -l SymAllLanguages -z 0 -t MacUpdate ] [ -p Symantec DeepSight Extractor for Macintosh -v 4.5.0 -l SymAllLanguages -z 0 -t Update ] [ -p Vulnerability Protection Engine for Macintosh -v 1.0.0 -l SymAllLanguages -z 0 -t MacUpdate ] [ -p Vulnerability Protection Engine for Macintosh -v 1.0.0 -l SymAllLanguages -z 0 -t Update ] [ -p Vulnerability Protection for Macintosh -v IPSsigs -l SymAllLanguages -z 0 -t IPSUpdate ] [ -p Norton Internet Security for Macintosh -v 4.0.0 -l English -z 0 -t MacUpdate ] [ -p Norton Internet Security for Macintosh -v 4.0.0 -l English -z 0 -t Update ] [ -p LiveUpdate for Macintosh -v 5.1.0 -l English -z 0 -t MacUpdate ] [ -p LiveUpdate for Macintosh -v 5.1.0 -l English -z 0 -t Update ] [ -p Norton AntiVirus for Macintosh -v 11.0.2 -l English -z 0 -t MacUpdate ] [ -p Norton AntiVirus for Macintosh -v 11.0.2 -l English -z 0 -t Update ] [ -p Norton Firewall for Macintosh -v 4.0.0 -l English -z 0 -t MacUpdate ] [ -p Norton Firewall for Macintosh -v 4.0.0 -l English -z 0 -t Update ] [ -p Symantec Scheduler for Macintosh -v 5.0.2 -l English -z 0 -t MacUpdate ] [ -p Symantec Scheduler for Macintosh -v 5.0.2 -l English -z 0 -t Update ] >
<IdsJluCommandLineCharacterSet><UTF-8>
<IdsPVLListing1>
<IdsPVLListing2>
<IdsJluCommandLineAddedJluToSession>
<IdsJavaVersion><1.5.0_16>
<IdsJavaLiveUpdateVersion><3.2><10>
<IdsProductInventoryParsedDefault></2Fetc/2FProduct.Catalog.JavaLiveUpdate>
<IdsPVLListing3>
<IdsPVLListing2>
<IdsProductInventoryDeleteProductNotFound><0C0C89F8-E695-41de-941C-3C79DDAE2FFD>
<IdsMaxSizeNull><maxZipFileSize>
<IdsMaxSizeChanged><maxZipFileSize><614400>
<IdsMaxSizeNull><maxTriFileSize>
<IdsMaxSizeChanged><maxTriFileSize><10485760>
<IdsMaxSizeNull><maxPackageSize>
<IdsMaxSizeChanged><maxPackageSize><734003200>
<IdsMaxSizeNull><maxPackageContentSize>
<IdsMaxSizeChanged><maxPackageContentSize><734003200>
<IdsJluSyncCheckCurrentSession>
<IdsJluSyncCheckPort><49162>
<IdsJluSyncCheckActive>
<IdsJluSyncCurrentSessionActive>
<IdsDownloadMsg><minitri.flg></2Fprivate/2Ftmp/2Fliveupdate/2Fminitri.flg>
<IdsHttpProxyConnectionMsg><127.0.0.1><8090>
java.net.SocketTimeoutException: connect timed out
    at java.net.PlainSocketImpl.socketConnect(Native Method)
    at java.net.PlainSocketImpl.doConnect(PlainSocketImpl.java:333)
    at java.net.PlainSocketImpl.connectToAddress(PlainSocketImpl.java:195)
    at java.net.PlainSocketImpl.connect(PlainSocketImpl.java:182)
    at java.net.SocksSocketImpl.connect(SocksSocketImpl.java:430)
    at java.net.Socket.connect(Socket.java:520)
    at jluin.a(DashoA5380)
    at jluej.a(DashoA5380)
    at jluej.a(DashoA5380)
    at jluej.c(DashoA5380)
    at jluej.b(DashoA5380)
    at jlucb.a(DashoA5380)
    at jlucb.a(DashoA5380)
    at jlufx.b(DashoA5380)
    at jlufx.a(DashoA5380)
    at com.symantec.liveupdate.LiveUpdate.computeAvailableUpdates(DashoA5380)
    at com.symantec.liveupdate.LiveUpdate.a(DashoA5380)
    at com.symantec.liveupdate.LiveUpdate.main(DashoA5380)

<IdsDownloadMsg><livetri.zip></2Fprivate/2Ftmp/2Fliveupdate/2Flivetri.zip>
<IdsHttpProxyConnectionMsg><127.0.0.1><8090>
<IdsHttpProxyConnectedMsg><127.0.0.1><8090>
<IdsHttpWaitingMsg>
<IdsHttpReceivingFileMsg>
java.net.SocketTimeoutException: Read timed out
    at java.net.SocketInputStream.socketRead0(Native Method)
    at java.net.SocketInputStream.read(SocketInputStream.java:129)
    at jluej.a(DashoA5380)
    at jluej.c(DashoA5380)
    at jluej.b(DashoA5380)
    at jlucb.a(DashoA5380)
    at jlucb.a(DashoA5380)
    at jlufx.b(DashoA5380)
    at jlufx.a(DashoA5380)
    at com.symantec.liveupdate.LiveUpdate.computeAvailableUpdates(DashoA5380)
    at com.symantec.liveupdate.LiveUpdate.a(DashoA5380)
    at com.symantec.liveupdate.LiveUpdate.main(DashoA5380)

<IdsTransferCompleteMsg><83436><3795>
<IdsZipEntryName><liveupdt.tri>
<IdsZipEntryName><liveupdt.grd>
<IdsZipEntryName><liveupdt.sig>
<IdsUnzipMsg><livetri.zip></2Fprivate/2Ftmp/2Fliveupdate>
<IdsZipFileIsCatalog>
<IdsUnzipExtract><liveupdt.tri>
<IdsTotalNumBytesRead><1591997>
<IdsUnzipExtract><liveupdt.grd>
<IdsTotalNumBytesRead><793505>
<IdsUnzipExtract><liveupdt.sig>
<IdsTotalNumBytesRead><2267>
<IdsUnzipComplete>
<IdsSecurityLoadingRootCert>
<IdsSecuritySetCertRestrictions>
<IdsSecurityGuardLoad></2Ftmp/2Fliveupdate/2Fliveupdt.grd>
<IdsJavaSessionSuccess>
<IdsJavaSessionReturnCode><0>
============================================================

From there it just continues to run on "Processing..."

Kudos1 Stats

Re: Issues with LiveUpdate

OK this looks more interesting. It looks like you use a Web proxy to connect to the Internet. I see LiveUpdate is connecting to 127.0.0.1:8090. The address '127.0.0.1' is the loopback address, which means your own computer basically. So LiveUpdate is attempting to connect to your own computer, which usually means you use a Web proxy to connect to the Internet.

First, make sure you need to use a proxy. If you are unsure, consult the documentation for your ISP. If you didn't set it up yourself, then you must have installed something from your ISP to setup the proxies.

LiveUpdate automatically knows about proxies that are configured in System Preferences. This can be verified by opening System Preferences. In the search box, type "Web proxy" and press return. This should open the preference pane for Proxies. If the popup says "Automatic", and there is a .pac file listed, you are using a PAC file to connect to the proxy. Otherwise click on Manual in the popup menu, then click on "Web Proxy (HTTP)". If all of the fields are blank, then the proxy is not configured via System Preferences, and we'll need to set it up manually in LiveUpdate.

If the proxies fields are not blank, look at the checkmark that says "Proxy server requires password". If that checkbox is checked, then additional setup has to be done to work with LiveUpdate because the current version of LiveUpdate cannot work automatically with authenticated proxy servers due to how Mac OS X stores the password for the proxy.

Let me know what you find out. I know it's all a pain, but we're making progress.

Ryan 

Ryan McGann Technical Director Norton Business Unit, Symantec
Kudos0

Re: Issues with LiveUpdate

Okay, it is in manual and the "Web Proxy" fields are blank.
Kudos0

Re: Issues with LiveUpdate

Hm, then something is telling LiveUpdate to use a Web proxy, but I am not sure how. Based on previous posts, I doubt you edited your LiveUpdate configuration, but the only way LiveUpdate knows to use a Web proxy is to look in SystemConfiguration, or use its configuration file.

If you open the file /etc/liveupdate.conf (you might have to type "sudo cat /etc/liveupdate.conf") it'll show your LiveUpdate configuration.

Mine starts out like this: 

hosts/0/url=http://liveupdate.symantecliveupdate.com:80

hosts/1/url=http://liveupdate.symantec.com:80

Please post yours here.

Thanks,

Ryan 

Ryan McGann Technical Director Norton Business Unit, Symantec
Kudos0

Re: Issues with LiveUpdate

Okay, here it is:

############################################################
#                                                          #
# livepdate.conf - Symantec LiveUpdate configuration file  #
#                                                          #
# This file is used to configure the settings used by      #
# LiveUpdate                                               #
#                                                          #
############################################################
       
hosts/0/url=http://liveupdate.symantecliveupdate.com:80
hosts/1/url=http://liveupdate.symantec.com:80
hosts/2/login:ENC=b3effdd10d982d2c7339c9604c67c34c
hosts/2/password:ENC=18d2e2d4c1445548f8a5ef124ed20bfd
hosts/2/url=ftp://update.symantec.com/opt/content/onramp

workdir=/tmp
logfile=/Library/Application Support/Norton Solutions Support/LiveUpdate/liveupdt.log

Kudos0

Re: Issues with LiveUpdate

Can you post the config file that's located at:

/Library/Application Support/Symantec/LiveUpdate/liveupdate.conf

Elliott 

Kudos0

Re: Issues with LiveUpdate

Here it is:

############################################################
#                                                          #
# livepdate.conf - Symantec LiveUpdate configuration file  #
#                                                          #
# This file is used to configure the settings used by      #
# LiveUpdate                                               #
#                                                          #
############################################################
       
hosts/0/url=http://liveupdate.symantecliveupdate.com:80
hosts/1/url=http://liveupdate.symantec.com:80
hosts/2/login:ENC=b3effdd10d982d2c7339c9604c67c34c
hosts/2/password:ENC=18d2e2d4c1445548f8a5ef124ed20bfd
hosts/2/url=ftp://update.symantec.com/opt/content/onramp

workdir=/tmp/liveupdate
logfile=/Library/Application Support/Norton Solutions Support/LiveUpdate/liveupdt.log


proxy=127.0.0.1:8090

I had also sent the following as a part of a private message to Ryan McGann with scripts over the weekend.  What do we do with that proxy issue?:

"It appears the Symantec product may be doing something funky with my
network settings and an not allowing itself to update properly.  When I
open my networks settings, I am getting a window popping up says "Your
network settings have been changed by another application."  I had a
little more time today to look at this more closely.  At one point, I
was able to get the window to stop...and just to see what would happen
I put 80 in the second box of the FTP Proxy Server address.  At that
time, I was actually able to get LiveUpdate to work once and everthing
got updated that one time.  I attempted to save the settings and
restart my computer.  I tried to rerun LiveUpdate again with no
success.  I went back into my network settings.  When I opened it up, I
got the same window as before about "the other application."  I looked
a the proxy settings and nothing was in the FTP Proxy Server address
boxes.  I decided to run LiveUpdate again and see what would happen. 
The FTP address immediately filled with 127.0.0.1 in the first box and
8090 the second, and the window popped up about the "the other
application".  I stopped the LiveUpdate and updated the network
settings as I had done before, to try and replicate the success.  The
80 disappeared and was replaced with the 8090, and the window popped up
again.  It was as if something was overriding the manual entries I had
entered and applied.

I am enclosed two scripts from the
console.  This first one is the successful Live Update run.  The second
is the failed one that I did right afterward."

Kudos1 Stats

Re: Issues with LiveUpdate

I asked a couple of our Liveupdate QA specialists to look over the private messages. I didn't know LiveUpdate had another copy of its conf file. According to the LiveUpdate engineers, the one in /Library is the interesting one, and according to that conf file, LiveUpdate did think you use a proxy.

Please run the command "scutil --proxy" in the Terminal application. This will display all your proxy settings. Somehow we'll need to know who is changing your proxy settings. I can say with pretty big certainty that none of our software changes your proxy settings, it only reads them. Perhaps you installed another application a while ago that setup a proxy.

Also please run ps -axwww on the command line. This will give us a process list, and perhaps tell us who is running the proxy. 

Thanks,

Ryan

Ryan McGann Technical Director Norton Business Unit, Symantec
Kudos0

Re: Issues with LiveUpdate

Okay, I ran the process list and found the program that was running the proxy 8090.  It was a Scamblocker program associated with my internet service provider.  The program has been on there for a while so I don't understand why it became an issue just this last week on the NAV then the NIS.  However, as soon as I turn it off and restarted my computer, the proxy disappeared and I appear to have no problems do the LiveUpdates anymore.  Amazing how such a little glitch and create such a problem.  THANK YOU for all your help!!
Kudos0

Re: Issues with LiveUpdate

Glad we got it taken care of. Proxies are a tricky issue for LiveUpdate since not all applications will tell LiveUpdate about them. Just for the record, do you mind telling us the name of the program/ISP so we can track this issue in the future?

Thanks,

Ryan 

Message Edited by ryan_mcgann on 05-04-2009 07:45 PM
Ryan McGann Technical Director Norton Business Unit, Symantec
Kudos0

Re: Issues with LiveUpdate

Yes, the ISP is Earthlink and the program is Scamblocker, which is part of their TotalAccess package.  It is a program that is supposed to provide an alert if you are about open a known fraudulent website.
Kudos0

Re: Issues with LiveUpdate

Thanks. I dont think anybody here knew that t he Scamblocker program came with the Mac Earthlink installations, so we'll be sure to keep that in mind for the future.

Thanks,

Ryan

Ryan McGann Technical Director Norton Business Unit, Symantec
Kudos0

Re: Issues with LiveUpdate

I had many of the same issues with Live Update that have frustrated others here, spent time uninstalling and reinstalling, and finally found the culprit - GlimmerBlocker (http://glimmerblocker.org/), a Safari ad blocker.  I disabled that - logout is necessary - and Live Update worked again.  The GlimmerBlocker site has instructions for removing all associated files for those unsure of how to do that, but there's no mention in their notes of conflicts with Norton.  Glad the issue's settled and we're back on track.
Kudos0

Re: Issues with LiveUpdate

Moved to thread on same topic for better exposure.

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