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Kudos0

Live update hangs

Running Xfinity supplied Norton Security Online, Ver. 22.14.0.54.  System is Windows 10 Pro 64 with all latest Microsoft updates. Norton Live update hangs installing the same update every time it is run.  When I try cancelling the installation it says that it is cancelling but never ends. Only way to recover is to reboot. I do not know how to determine which update is failing, but it's always the same one, ie: update 10 of 15.  Norton repair tool found no problems. Removed Norton Security with NRT and reinstalled, still fails. It's been a couple of days now and still fails. Although only one update appears to be causing this issue it is preventing the other updates from successfully completing. Has anyone else seen this issue or have a way to resolve?

Labels: LiveUpdate

Replies

Kudos0

Re: Live update hangs

How long are you allowing the LiveUpdate process to run? Sometimes it seems it is stuck, but some updates take longer to install than others. The last update always seems to take forever to install, but I suspect that there is some housekeeping being done that is not being reported to the user.

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

Re: Live update hangs

I've let it run several hours. Definitely stuck. Also, it's not the last update. Today it was the 10th of 15.
Kudos0

Re: Live update hangs

What OS are you using?  If you use Windows 8/8.1 or 10, there can be an issue with the Fast Start feature.. See more information here.

If disabling Fast Startup and restarting your computer does not help, try installing the Norton updates using the Intelligent Updater from   https://www.symantec.com/security_response/definitions/download/detail.j...

Restart your computer again and test.

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

Re: Live update hangs

Thanks for the suggestion. Intelligent Updater fails. Seems to be having problems reading registry entries. All updates failed which is not the same as the Live Update failure in that the first xx number of updates install before it hangs.  The registry should be good since I completely uninstalled and reinstalled the product. Also, I should note that Live Update has been running fine for years - this is a new problem with recent updates.  Very odd.

Kudos0

Re: Live update hangs

And your OS and whether you have Fast Startup enabled?

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

Re: Live update hangs

As noted in OP,  Windows 10 Pro 64. No Fast Startup.  Do you know of any way to determine which update it is hanging on?

Kudos0

Re: Live update hangs

Have you checked your Norton History? Open Norton and click on Security, then History. On the drop down list, choose LiveUpdate. Then click on one of the failed updates. Then click More Options. Click the + sign by Total Updates Applied. Scroll through those updates until you see the one that failed.

It appears your Norton version may be a little outdated. Try clicking on Help - New Version Check on the left side. If you do get a newer version, restart your computer and try the LiveUpdate again.

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

Re: Live update hangs

This evening, I started Automatic LU from the Background Tasks GUI, it ran for 00:53:11 - H:M:S

When it finished I checked history and clicked details, 2 updates completed & installed:

Reputation Revocation List -- 20.57 KB, rounded up that's 21,064 bytes

Web Protection Definitions -- 1.68 KB, rounded up that's 1,690 bytes

3,191 seconds on a fiber connection, router Wi-fi disabled, my single Win7 Pro system connected with an Ethernet cable with a 40 MB subscription from the phone company NOT shared like from digital cable.

When I was still on dial-up, spring 2017, the Norton LU server delivered a MEGABYTE in about 200 SECONDs, now I'm getting LESS than ONE-THOUSAND SIX HUNDRED bites in the same 200 second.

This has been going on for weeks.

Kudos0

Re: Live update hangs

Since I reinstalled fresh yesterday I would assume that I am at the latest version available. I did try to check for new versions, but it seems that the version supplied by xfinity doesn't include the ability to check for new versions.  Under Help there is only the option to get help using the product. Under Help/About it just gives info about release number, etc. but no option to check for later releases.

I checked the History but unfortunately it doesn't show any information re: the attempts that hang.  I assume that since the only way to get out of the hang is to abort by rebooting, the program doesn't write a record to the history since it appears that it only creates it after all updates have been processed.

Interestingly, it shows a complete update run at the time that I reinstalled Norton with just one update applied (whitelist).  However, I had tried several times after installation to run Live Update and it always shows that 13 updates were downloaded but again hangs on installing update 9 of 13.

I'm convinced that unless I can find out what that one update is, and what it is trying to do, I won't be able to fix this issue.  I tried to find a way to open a support ticket but only see a means to communicate via chat or phone and I'm not in the mood to try to deal with a level one support person that can only follow some script that he/she was provided.  If this doesn't resolve itself soon (hopefully with a new update release) I may just can Norton and install a different product.

Thanks so much for trying to help......

Kudos0

Re: Live update hangs

Lets get our resident Comcast guru @yank to see if he can shed some light on the Comcast specific version.

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

Re: Live update hangs

@nvrpayretail

The latest version of Norton Security Online from Xfinity as shown in HELP > About is 22.14.2.13 - which makes your initially referenced 22.14.0.54 outdated.  Please attempt the following in the order listed:

  • From the main dashboard of NSO, select Help > Get Support - let it run and see if it detects/corrects anything or refers you to Support.  Do not got to Support if that is the result.  If something in your install was fixed - try LiveUpdate again. I doubt this will do any good, but worth a try in eliminating a simple solution. 
  • Download and run the Norton Remove and Reinstall Tool(NRnR) from: https://support.norton.com/sp/en/us/home/current/solutions/v60392881_End...
  • I note you previously mentioned the NRT - it no longer exists as a stand alone tool.  The function it served is incorporated in STEP 5 of the NRnR.  You will need to select REMOVE in Step 5 and please ignore any instructions you may receive in Step 7 for the reinstall.

In order to reinstall NOS, please follow the instructions in the link below - skipping  "Step 2: Uninstall any existing security software from your computer, including previous versions of Norton."   You have already accomplished that with the REMOVE above. 

https://forums.xfinity.com/t5/Anti-Virus-Software-Internet-Security/NEW-...

Once the install is complete, be sure to run LiveUpdate as many times as necessary for LiveUpdate to respond with No Updates Found.

A few other things have come to mind:

  • Are you by chance a Business Class customer - I ask as NOS just recently became available to Residential Customers, but Business Class customers have been using it for a few years.
  •  If you are a Residential customer, did you have the old version of Comcast Norton Security Suite installed and how long has it been since you changed to NOS?
  • In all cases above when you download a tool or NOS, please obtain a fresh download so you have a current/non-corrupted download.

If no luck with the above, or you get stuck somewhere along the line, let us know and we'll go from there.

Accepted Solution
Kudos0

Re: Live update hangs

@yank

Thanks so much for this info. I am just a consumer, not a business. Can't really remember when I went to NSO.

I had already tried the auto-test and it didn't find anything wrong, but I tried again anyway and still no joy.  Also, I err'd when I said NRT (old habit) - I did use a fresh copy of NRnR to remove it. And I had installed fresh from the Xfinity site too.

Figuring that I might have gone wrong somewhere I went ahead and did it all again per your directions. Unfortunately, it still installed ver. 22.14.0.54 and it still failed.

As a last ditch effort, I uninstalled again, manually deleted all remaining registry entries referencing Norton and Symantec and did a search and destroy of all remnant files/folders that the uninstall program left behind.

OK, everything clean now, did a brand new fresh install. Guess what... Still 22.14.0.54.  BUT.....

                                                      ****  Live Update now works.  ****

Now, after several runs of Live Update a patch was installed which brought me to Ver. 22.14.2.13.

So, these lessons learned:

  • NRnR does a lousy job of uninstalling NSO.
  • Something was corrupted that Norton's own self-test didn't find
  • Xfinity doesn't bother to update their install package when patches are available.

I'm assuming that it was probably one of the remnant files that was preventing one of the updates to be applied but since I did a scrub of registry at the same time as clearing out the files I can't be sure. Just glad it's fixed.

Thanks again to you and @peterweb for your suggestions and assistance.

Kudos1 Stats

Re: Live update hangs

You are welcome.

The ISP versions of Norton products have historically been a little slow to get updated vs the retail Norton products. They are getting better. The fact that the download version is a little behind is not that unusual. Even the retail Norton product downloads can be a version or two behind the latest updates. This may be that they are waiting to ensure the update is stable before updating the download servers.

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

Re: Live update hangs

"Xfinity doesn't bother to update their install package when patches are available."

Xfinity Norton doesn't bother to provide updated (their) NOS nor NAvO installer packages (when patches are available.) to cable nor fiber (phone company) ISP consumer retail service sellers/providers.

The CenturyLink installer for NAvO is about half a dozen stable BUILDS ago, the builds that were pulled by Norton are skipped in the merry-go-round from support 101 fits-all-fix  advise: "un-install & re-install" which adds even more traffic on the LU servers. It's the internet version of bumper to bumper traffic -- byte-x-byte at 19th century Mechanical Morse Code speed.

Kudos0

Re: Live update hangs

nvrpayretail:

@yank

Thanks so much for this info. I am just a consumer, not a business. Can't really remember when I went to NSO.

I had already tried the auto-test and it didn't find anything wrong, but I tried again anyway and still no joy.  Also, I err'd when I said NRT (old habit) - I did use a fresh copy of NRnR to remove it. And I had installed fresh from the Xfinity site too.

Yup old habits (NRT) are hard to break - especially as I get older!

Figuring that I might have gone wrong somewhere I went ahead and did it all again per your directions. Unfortunately, it still installed ver. 22.14.0.54 and it still failed.

Version 22.14.0.54 is in fact the most current download available for both NSO and the retail Norton Security products.  The minor updates that follow through LiveUpdate are not always updated for the download.  In other words 22.14.0.54 was not updated for download (basically the 22.14 did not change - only the minor last couple of digits).   Hope that makes sense.

As a last ditch effort, I uninstalled again, manually deleted all remaining registry entries referencing Norton and Symantec and did a search and destroy of all remnant files/folders that the uninstall program left behind.

Something I have seen in the past on occasion , is a removal  getting corrupted.  The removal function does not work correctly, or does not totally complete.  Usually a fresh reinstall, and then a removal will clear it out so that anoher fresh install can be accomplished.  Other than that - it's a computer!  LOL

OK, everything clean now, did a brand new fresh install. Guess what... Still 22.14.0.54.  BUT.....

                                                      ****  Live Update now works.  ****

Now, after several runs of Live Update a patch was installed which brought me to Ver. 22.14.2.13.

Exactly, that is why I always add the "Run LiveUpdate until it responds "no updates found".  This not only gets you to the latest version, but also  updates the defs etc that have changed since the basic (22.14.0.54) version was posted for download.

So, these lessons learned:

  • NRnR does a lousy job of uninstalling NSO. 
  • Something was corrupted that Norton's own self-test didn't find
  • Xfinity doesn't bother to update their install package when patches are available.

I'm assuming that it was probably one of the remnant files that was preventing one of the updates to be applied but since I did a scrub of registry at the same time as clearing out the files I can't be sure. Just glad it's fixed.

I'm also glad you got it working and hopefully I explained clearly why you need to run LiveUpdate to receive the latest updated version.

Thanks again to you and @peterweb for your suggestions and assistance.

I am going to take the liberty of replying within your response above - hope this is OK with you. 

You are most welcome for the help peterweb and I provided.

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