Solved.
Kudos0

Live Update

Posted: 24-Nov-2016 | 3:48PM · 8 Replies ·

I ran live update after joining Norton EAP and received several updates including 2 that could not be installed.  The error code stated that I should re-install the product.  I did that.  Installed all updates and then joined EAP.  Ran live update.  Same issue.  The update are two NSBU Resource updates.

Accepted Solution
Kudos1 Stats

Re: Live Update

Posted: 25-Nov-2016 | 2:37PM · Permalink

Hello mark1852,

You MUST update from version 22.8.0.50.

If you attempt to join EAP with any other version, you will get the error you described and you will not recieve the EAP build.

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Replies

Kudos0

Re: Live Update

Posted: 24-Nov-2016 | 9:52PM · Edited: 25-Nov-2016 | 10:28PM · Permalink

Hi @mark1852,

Welcome to the Norton Early Adopter Program 

Sorry for the inconvenience.

Could you please share the below details to narrow down the issue:

  • Before joining EAP, what was the Norton product version number? 22.8.0.50 or 22.8.1.14?
  • After updating to EAP, What is the Norton product version number now? You can find that by clicking Help in the main interface - > About
  • Please share a screenshot of the Live Update error message.
  • Any other additional information will be helpful.
Mohanakrishnan G | Norton Forums Administrator | Symantec Corporation
Kudos0

Re: Live Update

Posted: 25-Nov-2016 | 5:00AM · Edited: 25-Nov-2016 | 8:42AM · Permalink

I can't say for sure what my product version number was before joining EAP but it is 22.8.1.14 now.  I believe it was on the latest version.  As I mentioned in my post, I followed uninstalled the product using the Norton uninstall and reinstall tool to see if that fixed the situation.  I expect that the reinstall was of the latest version.

A screen shot of the error is attached.

It appears that typical definition updates are being installed without an issue.

File Attachment: 
Package icon 2016-10-28.zip
Kudos0

Re: Live Update

Posted: 25-Nov-2016 | 6:01AM · Permalink

mark1852: I can't say for sure what my product version number was before joining EAP but it is 22.8.1.14 now. 

my EAP is 22.8.512.29

Kudos0

Re: Live Update

Posted: 25-Nov-2016 | 10:00AM · Permalink

A screen shot of the error is attached.

I've inserted the image that you attached and its from an other software and not Norton.

Mohanakrishnan G | Norton Forums Administrator | Symantec Corporation
Accepted Solution
Kudos1 Stats

Re: Live Update

Posted: 25-Nov-2016 | 2:37PM · Permalink

Hello mark1852,

You MUST update from version 22.8.0.50.

If you attempt to join EAP with any other version, you will get the error you described and you will not recieve the EAP build.

Kudos1 Stats

Re: Live Update

Posted: 25-Nov-2016 | 10:27PM · Permalink

Hi @mark1852,

You MUST update from version 22.8.0.50.

As @NUBEE mentioned, You need to be on version 22.8.0.50 to join EAP.

We are working to get this sorted soon.

Mohanakrishnan G | Norton Forums Administrator | Symantec Corporation
Kudos0

Re: Live Update

Posted: 26-Nov-2016 | 5:46AM · Permalink

After 3 attempts, Norton support was able to uninstall my version of Norton and install the version that is required to update to EAP.  I am unsure why my version was 'greater' than the required version--but it working now.

Thanks to Norton support for spending the time to uncover the issue--even though the necessary version number was clearly set forth on the website--it was unclear that a later version would prevent the update to EAP.

Kudos0

Re: Live Update

Posted: 27-Nov-2016 | 10:25PM · Permalink

Glad you were able to signup for EAP, @mark1852

Happy Testing! 

Mohanakrishnan G | Norton Forums Administrator | Symantec Corporation

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