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Kudos0

Live Update wont Update in Norton 360

I have a subscription until October 2012. Live updater stopped working. I did the fix and downlaoded intelligent updater. All was good for about 5 days. It stopped working again. I repeated the process and downloaded the very latest intelligent updater. All was good for about 4 days and it stopped working again. Once again I downloaded intelligent updater -last night. Why is this happening?

Windows XP- Norton 360- subscription valid for 11 months- Norton customer for over 10 years

Graham A. Howarth

(extremely frustrated)

Labels: LiveUpdate

Replies

Kudos0

Re: Live Update wont Update in Norton 360

Hi,

With regards to the issue, do you get any error messages for live updating not running/completing?

If you can provide us with some info on your product version number(Main UI->Support->About) we can definitely suggest you some solution.

regards,

Prasanna

Kudos0

Re: Live Update wont Update in Norton 360

I will have that information for you in about 1 hour.

Kudos0

Re: Live Update wont Update in Norton 360

Unfortunately discarded my notes so will have to go from memory.

Windows XP, Norton 360 v 5.0

Norton has encountered an internal program error

Error 8920, ??? 

Start troubleshoot

No oneclick fix available.

Go to Norton Website and download latest defintions. Save to desktop. Double click and then go to Run Live Update

File latest was 2071126-007--v5i32.exe

Currently running OK. If it happens again I will make copius notes

Kudos0

Re: Live Update wont Update in Norton 360

OK so it has happened again. After 2 days of working I come home and Norton says last update 9 hours ago - it shouldn't as it usually says about 3 minutes or so.

I select manually - Run Live Update. Downloads about 126 Megabytes. Message says "Not all updates successful" View summary. NAV definitions failed to complete (pulse updates and activity map -success)- Tech Support.

An error has occurred with Norton 360 v 5.0 Error 8920,201

Begin support session

No automatic solutions

Launch support website

Error (8920,201) Norton LiveUpdate was unable to install an update" when I run Live update in Norton 360 v 5.0 - Go to update pages - download file to desk top - double click etc.

Kudos0

Re: Live Update wont Update in Norton 360

If it's just a matter of getting the occasional message saying that not all updates completed successfully, this isn't something you need to worry about at all: LiveUpdate is working fine; I wouldn't even go do the manual download of the installer package under those circumstances. There are all sorts of things that can prevent one or two among a batch of LiveUpdates from getting installed--from your computer needing to reboot before a subsequent update can be applied (which you probably don't want happening automatically, while you're away, no matter what Microsoft thinks!) to your Internet connection with the LiveUpdate server getting interrupted by something out in the ether, to the LiveUpdate server getting overloaded for a little while. I'd just reboot, run manual LiveUpdates until it tells you you've got all the latest, and get on with your life.

If it doesn't clear up in a day...then maybe it's time to download the installer package and run it manually.

Kudos0

Re: Live Update wont Update in Norton 360

Hello

There has been a problem for a few weeks now with getting live update to install all the updates. Usually running life update manually a few times helps to bring the updates through. Are you getting the pulse updates ok? If you are getting them ok, then you are getting the latest antivirus updates. If you are geting the pulse updates ok, then there is no need to use the intelligent updater then since that only has the antivirus definitions.

Please also check your system time and make sure that it is correct as far as the time, date and location. If there  are any time problems, that could cause a problem getting live update to work correctly.

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: Live Update wont Update in Norton 360

 I'd just reboot, run manual LiveUpdates until it tells you you've got all the latest, and get on with your life.

I do - that is when I get the error message

If it doesn't clear up in a day...then maybe it's time to download the installer package and run it manually.

I think I have done this 4 times now - that is the problem - I should not keep on having to do so.

Kudos0

Re: Live Update wont Update in Norton 360

OK, I'm getting a bit confused: if you only get the error message when you manually run LiveUpdate, then again, the Automatic LiveUpdate is working fine. Occasional failures of one in a package of updates  to install need to be expected--for the sorts of reasons I listed, most of which are outside of Norton's control as well as yours.

Also...four times over what time period? If you've used Norton for years and never had this happen, and now all of a sudden it's happening four times in a matter of a few days, then you indeed are having a problem you shouldn't be. If it's happened four times over the last month, then that's probably within the scope of normal operation--again, due to factors in your computing environment that Norton cannot control. Where you fall along that spectrum is going to make a great difference in terms of what solutions we need to explore, so we're just trying to figure that out.

At the beginning, your post sounded as though Automatic LiveUpdate simply wasn't running for you anymore, and with hints at a particular error code that might have led us in a certain direction. Yesterday, when you posted the actual log data, it seemed to suggest normal operation. We may just have to go through a few more rounds of question-and-answer before a clearer picture of which it is begins to emerge. Any additional detail you can provide may also help.

Kudos0

Re: Live Update wont Update in Norton 360

4 times in the last 10 days. - 10 days ago I checked it and it said definitions were 9 days old. That was a flag. So I ran manually and got the error. It is not updating automatically and I got errors when doing manually.

I have used Norton for years and always updated manually until about 2 years ago when I upgraded to Norton 360. I also have this on my United Kingdom computer but not going home until xmas to check that that computer is OK. For the last two years or so with N360 I have had no problems and it updates every few minutes automatically. 10 days ago I got a little flag saying Norton needed attention. I opened it up from running in the background and it said virus definitions were 9 days old - may have been a day or two more - I have forgotten exactly. Last night was the 4th time in about 10-12 days. I got a little concerned. If it is normal then that is OK - I just have never in the last 2-3 years seen it behave like this. The Pulse updates and the map always update correctly. It is just the definitions. The file size always seems to be about 126Mb. Hope this helps

Kudos1 Stats

Re: Live Update wont Update in Norton 360

Yeah, that helps a lot. Nine days old--on a computer that's been on and connected to the Internet the whole time, with Automatic LiveUpdate running--is definitely a flag, as you note. At the same time--unless you have Automatic LiveUpdate turned off, which doesn't seem to be the case--it's generally running and overall keeping you up to date. I think what I would suggest--unless your routine computer operations require high-risk activities in terms of downloads or browsing--what I would suggest is that you check to make sure you've got Automatic LiveUpdate enabled, then let it go for the next week, without doing the manual LiveUpdates, and then take note of (1) how current it says you are, and (2) any errors in the log entries. If it keeps you at least as current as what you've been doing now, then I wouldn't worry about it.

If not--or if it still worries you a bit--then you might do a remove-and-reinstall, in case something small has gotten scrambled somewhere in your Norton software. You will not have to pay for the program again, and your subscription days will automatically be recognized when you reinstall this way. Here are the step-by-step instructions:

  1. Export your Identity Safe cards/credentials to your desktop if you've set these up, so you'll be able to import them back in when your clean install is complete.
  2. Make sure that you have set up (and can still access) your Norton Account, and that your current Norton 360 subscription is showing under the "Products" tab, with a big yellow "Download" button at right; this is how you will reinstall your Norton product and have it linked automatically to your subscription.
  3. From Windows Control Panel, use the Add/Remove Programs function to uninstall your Norton 360. This will disconnect all your critical system drivers from your security product so they aren't deleted by the next step. Be sure to take advantage of any opportunity you're given to save your Norton settings so they can be reloaded by Norton 360 when you reinstall it later in the process. Reboot your computer when this is complete.
  4. Download and run the Norton Removal Tool to ensure a complete uninstall of your existing Norton product. This is necessary because of the extent to which a security package needs to have its tendrils deeply intertwined throughout the Operating System to do its job, and will clean up debris Windows leaves behind that may interfere with proper operation of your Norton product.
  5. Once the Norton Removal Tool has finished, reboot your computer again, and immediately log back into your Norton Account and click that big yellow Download button. Remember, until you do this, you are temporarily without your Norton protection.

This last step will reinstall Norton 360 and link it automatically to your existing subscription. You should now be back in business, protected by "the speed and power of Norton!"

Please let us know how this works out. We're here to support you until you can click that "Accept as Solution" button!

Kudos1 Stats

Re: Live Update wont Update in Norton 360

Hello

Please check to see that the system time, date, and location are correct and that there are no errors having to do with time on your system. 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: Live Update wont Update in Norton 360

Checked Date and Time all OK. I've automatic synchronization through Windows once per week.

Norton 360 is now working perfectly after some very worrying error messages including Download Power Eraser and Rootkit.

They may not be connected but here is what I did. I could not connect my laptop (company) to my wireless Router at home- a Belkin. The top light was on saying security. Yet I could "piggy-back" on a neighbor who has no security.

I removed my wireless router and put my PC direct to the cable Modem-  rebooted and got Norton to do a full scan. Took 3 hours. Everything is now working. 3 minutes ago it said last updated 4 minutes ago. There were 39 issues on the deep scan.

Reading the security log in Norton is really scary though.

Kudos1 Stats

Re: Live Update wont Update in Norton 360

Worrying indeed. Could you copy and paste that log (at least the scary parts) here? You've said enough for me to be concerned that, even if Norton is now saying that it's running perfectly, we may want to hand you over to a malware removal expert just to be sure. Because if a nasty got entrenched on your system while or before Norton was installed, it is likely to have been able to subvert it to the point wheree its results would no longer be trustworth.

One thing you can do to get a second opnion, if you haven't done already, is download and run the free version of malwarebytes. It has its own weaknesses, but one of its strengths is it's very good at flagging infections on a system that''s already compromised.

Kudos0

Re: Live Update wont Update in Norton 360

Here is the 23Mb History file - not sure how to cut and paste. It wont upload -it is an mcf file and not sure how to converrt to txt etc. Seems strange that Norton saves a file as an MCF AND THEN WILL NOT ALLOW ME TO UPLOAD IT ON THIS FORUM

Kudos1 Stats

Re: Live Update wont Update in Norton 360

Well, the forum software is actually written by the outfit you see down at the bottom of the screen clled "Lithium." So they were the ones who chose the allowable formats, and they pretty much (for technical reasons) went with the standard ones that the Web handles well. Norton just licenses their software for the forums, just like big universities liccense Blackboard for their online courses.

You can cut-and-paste the scary sections by opening up the log, scrolling to what you want to show us, positioning your mouse cursor at the beginning, and then holding down the left mouse button while you drag to the other end. When you release the left mouse button, all that text should now be highlighte (shaded); if you RIGHT-click somewhere in that shaded area, you should be able to select "Copy" and the text you selected will all be copied to the clipboard. Then come back here to the widnow you've got this thread open in, position your cursor in your reply where you want to paste it in, RIGHT-click there, and se;ect "Paste" from the menu that appears. 

Repeat as necessary to show us the parts of the log that worry you. We don't need to see the other 22.9 megabytes!

Kudos0

Re: Live Update wont Update in Norton 360

Here it is as a TXT document - the scary stuff is around Dec 2nd

File Attachment: 
Kudos1 Stats

Re: Live Update wont Update in Norton 360

OK, now I'll be the first to admit that I'm not a malware removal expert, so reading logs in detail isn't exactly my thing...but I just don't see anything scary in there. I did see an executable file that looked like one of Norton's Intelligent Updaters, and I did see a bunch of things trying to poke around inside a core Norton file and getting told to bug off, and I did see some stuff probably associated with you moving your computer's connection around on your router--but that's it.

Now, I could be missing something--so if anybody out there who's good at reading logs could take a look at this and confirm or refute my impressions, I'd appreciate it--but honestly the only worrisome things I saw in there were some signs that you're a Comcast customer, and may have a product called Constant Guard running alongside your Norton. Constant Guard is another package that Comcast provides to their customers, apparently on the theory that more is better; unfortunately, in this case (according to one of our other Gurus, Yank, who's a Comcast expert) it has been providing more problems than protection, and you're better off without it.

Consequently, what I would recommend you do--while we wait for somebody to come along and give you a second opinion on your log--is uninstall Constant Guard, reboot, and see if that improves your situation. I just had another thread I've been working on for a few days break wide open when I had to read back though from the beginning and noticed they were Comcast customers. As soon as Constant Guard was gone, so were their symptoms.

Give it a try--and keep us posted!

Kudos1 Stats

Re: Live Update wont Update in Norton 360


GRALISTAIR wrote:

Checked Date and Time all OK. I've automatic synchronization through Windows once per week.

Norton 360 is now working perfectly after some very worrying error messages including Download Power Eraser and Rootkit.

They may not be connected but here is what I did. I could not connect my laptop (company) to my wireless Router at home- a Belkin. The top light was on saying security. Yet I could "piggy-back" on a neighbor who has no security.

I removed my wireless router and put my PC direct to the cable Modem-  rebooted and got Norton to do a full scan. Took 3 hours. Everything is now working. 3 minutes ago it said last updated 4 minutes ago. There were 39 issues on the deep scan.

Reading the security log in Norton is really scary though.


I have read through your log (what little you posted, that is) and with the information of this being a company laptop, I would ask your IT department / personnel about Computer Associates software on this system.  Pest Patrol is installed and running on the laptop and I suspect there may be other parts of CA's corporate security on there as well.

As to the wireless not connecting for LiveUpdates, check with your IT department (again) as wireless networking on corporate systems can sometimes be "locked-down" to prevent users from connecting to insecure wifi networks while traveling.

The other entries on the log are normal and nothing to worry about; Norton is doing its job as best as it can.  But the presence of TWO security programs on the system can lead to the problems you have encountered.

Where is the log for the "deep scan"?

Win10 x64; Proud graduate of GeeksToGo
Kudos0

Re: Live Update wont Update in Norton 360

I have read through your log (what little you posted, that is) and with the information of this being a company laptop, I would ask your IT department / personnel about Computer Associates software on this system.  Pest Patrol is installed and running on the laptop and I suspect there may be other parts of CA's corporate security on there as well.

Sorry - I have not explained well. I am making the replies and posting on the company laptop. All the problems are on my home PC an AMD Athlon 64 W3400 e-machines. Memory about to be upgarded to 2Gb.

Kudos2 Stats

Re: Live Update wont Update in Norton 360

Hi GRALISTER,

I know I am a little late getting into this conversation, but we really need to know if you are (or have been) a Comcast Customer since the Constant Guard belongs to Comcast and also there have been reports of CA debris dropped by the Comcast Toolbar, has it ever been installed.  Also please verify that you are running a commercial version of Norton 360 and not Comcast's Norton Security Suite.

Kudos0

Re: Live Update wont Update in Norton 360

Yes I chose ComCast because ATT said it was going to be 3 weeks before they could give me service. I was pissed and chose Comcast in the apartment I just moved to. Long story short, I was not in but my wife was when they installed the software and cable TV etc. They put this stuff etc on the desktop. I went into Control Panel last night and removed it and CA Debris. I still have some AOL remnants I am trying to remove too. In addition my new 2Gb RAM should arrive today so will be faster etc. Once this is installed I am going to have a real clean out and remove all that I don't need. My service is with Comcast and signed up for 1 year so not sure how much stuff of theirs I can remove.

I can use my work laptop for emergencies, booking flights, online banking etc - but for "other" activities I prefer not to use my works laptop if you know what I mean.

Kudos0

Re: Live Update wont Update in Norton 360

Commercial Version of Norton

I have been a Norton Cutsomer for 10 years. I have my own legal versions and subscription on my home PC and also on my PC back home in the UK. I did use NAV 2009 for a while but upgraded to 360 as I was told it was better. If I had been present when ComCast came I would have asked for cable  modem installation only and no extra software. So far I am not impressed and when my contract runs out next year may switch to ATT.

In our apartment complex, they are the only two choices by the way.

Kudos2 Stats

Re: Live Update wont Update in Norton 360


GRALISTAIR wrote:

Yes I chose ComCast because ATT said it was going to be 3 weeks before they could give me service. I was pissed and chose Comcast in the apartment I just moved to. Long story short, I was not in but my wife was when they installed the software and cable TV etc. They put this stuff etc on the desktop. I went into Control Panel last night and removed it and CA Debris. I still have some AOL remnants I am trying to remove too. In addition my new 2Gb RAM should arrive today so will be faster etc. Once this is installed I am going to have a real clean out and remove all that I don't need. My service is with Comcast and signed up for 1 year so not sure how much stuff of theirs I can remove.

I can use my work laptop for emergencies, booking flights, online banking etc - but for "other" activities I prefer not to use my works laptop if you know what I mean.


Thank you for the clarification.  You do not have to install anything from Comcst in order to use them as your ISP.  I don't know what the techs are installing at preasent as it seems to vary from region to region. 

Just as a double check please go to Add/remove (Programs & Features) and remove all of the following, if you still have them: Constant Guard Protective Suite (CGPS), ID Vault, Guided ID, Norton Tool Bar, CA Realtime protection and Norton Security Suite.  Norton Security Sute is the Comcast version of N 360, which comes as part of the CGPS and does not need to be installed since you already have Norton 360 installed.

After the major cleanup, please keep us posted.

Kudos0

Re: Live Update wont Update in Norton 360

I have almost the same problem. I turned off Auto update for 4 hrs so I could stream and turned off computer 2 hrs later. The next day I checked if auto update was on, it was. After several hours I checked if I was getting updates. No. So I ran live update. It started loading 112meg. I live in the mountains and use broad-band... Very slow! After and hour it stopped. Loaded everything but the defs. Error 8920.1240. Started it again and it started at 98 meg. ran for a while and stopped. Tried again and it started at 116meg. Again it stopped- 8920.1240. I have tried it several times sense, same outcome.

I've had Norton for years. Had a similar problem with a previous version on different computer. Again, started when I turned off auto to stream.

So I guess I will have to follow your instructions (I'll have to go to a high speed y-fy) and not stream in the future. Not an acceptable solution.

Also, why does it download 116meg after only 8 hours?!! Is there a way to stop this?

I greatly appreciate that you make you expertise available to users... but this is a broken product and Norton should be addressing it... Thanks again...

Kudos0

Re: Live Update wont Update in Norton 360

I don't accept that Norton is a broken product. It is excellent and that is why I have had it for over 10 years. It is just lately with auto-update and conflicts with 3rd party software or other. Mine is now working great and I have removed some old software - AOL from about 4 years ago and Comcast. Still I do agree with your post that Norton need to be aware of certain issues and by this thread and this forum they are aware.

Kudos0

Re: Live Update wont Update in Norton 360

I've had it for 9 years, and will renew.
The fact that 1 part is broken does not mean that it is a "Broken Product" and all that that implies. But again, as it sits on my computer, it is broken. A most critical function does not work. And my solution is to spend hours reinstalling the product and wait for it to happen again. I do not think it is unreasonable to want a fix to the problem.

Kudos0

Re: Live Update wont Update in Norton 360

Yes it would be nice if on a general down-loadable update the fix was included. Went to the attached website for them to recommend a RAM upgrade - incredible. I don't think it will help with your other problem however, which is an internet speed issue. I have blisteringly fast internet but very low RAM and that is why I am upgrading to 2 Gb. The crucial site below is excellent. Does a scan and tells you what RAM is compatible etc.

http://www.crucial.com

Kudos2 Stats

Re: Live Update wont Update in Norton 360

OK so mostly good news but not all.

RAM arrived PC is now blisteringly fast and much nicer and easier to use.

I have not been able to get rid of AOL or ComCast completely - not using Control Panel anyway - still using XP. I am still having to use Task Manager and do manually on each boot up.

Norton is working flawlessly - before shutdown last night it said "Virus definitions updated 30 seconds ago" !!

So overall I am very happy and thanks Guys for all your help.

Kudos0

Re: Live Update wont Update in Norton 360


GRALISTAIR wrote:

I have not been able to get rid of AOL or ComCast completely - not using Control Panel anyway - still using XP.  


if you can tell me what you left from Comcast, I'll do my best to try to figure out how to get rid of it.  If you can give me a name or location, I'll check it out for you. 

It does sound like you are getting well! 

Kudos0

Re: Live Update wont Update in Norton 360

Well I am in Indianapolis Zip code 46268. Comcast Anti -Spy is still left, so is AOL dialer and AOL - PC Check I think. I have used Control Panel- Add/remove programs to no avail

Accepted Solution
Kudos2 Stats

Re: Live Update wont Update in Norton 360

In Add/remove, check to see if there is any CA Pest Patrol Real Time Protection shown - if so remove it and see if that cleans up the Comcast area. 

If that doesn't get it all, navigate to the folder:  C:\Program Files\comcasttb.  Run the uninstall program.  Reboot your system and double check the process is no longer running (task manager).  You'll need to manually remove the folder called "comcasttb"entry if in add/remove.

You may also find a folder located in  C:\Program Files\CA.  If so, you'll need to remove another component which was installed along with the toolbar.  This is called "ppclean".

That's all the hiding places I am aware of. 

Let me know how it goes.

Kudos0

Re: Live Update wont Update in Norton 360

Thank you - I will try this tonight with a cold adult beverage.

Kudos0

Re: Live Update wont Update in Norton 360

install live update 3.4.1.238.

Kudos0

Re: Live Update wont Update in Norton 360


GRALISTAIR wrote:

Thank you - I will try this tonight with a cold adult beverage.


I have found I also do some of my best work with a cold adult beverage available!  As a matter of fact, "it's 5 o'clock somewhere!" 
 

Kudos0

Re: Live Update wont Update in Norton 360


Tightpants wrote:

install live update 3.4.1.238.


Are you talking about the Symantec Liveupdate version 3.4.1.238 that came out around August of 2008 as I remember it? 

I also believe that the Liveupdate back then was a separate downloadable. 

If I am wrong, I'm sure one of you will correct me.

Kudos0

Re: Live Update wont Update in Norton 360

Worked brilliantly - not sure if it was your great advice or the cold adult beverage!!

Kudos0

Re: Live Update wont Update in Norton 360


GRALISTAIR wrote:

Worked brilliantly - not sure if it was your great advice or the cold adult beverage!!


No matter what it was - glad you got it sorted .......... and I'll drink to that! 

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