• All Community
    • All Community
    • Forums
    • Ideas
    • Blogs
Advanced

Not what you are looking for? Ask the experts!

Kudos0

LiveUpdate 5.1.2 will not work with NAV 11.1 and Mac OS 10.6.8

Dear Community Members and the Norton Tech Support Team,

Having purchased the latest NAV 11.1 update last night as a download for my dual core Intel Mac Mini running Snow Leopard 10.6.8, I find that LiveUpdate 5.1.2 gives me the following dialog box, "Updating error, there was an error performing the update".

Having searched the internet for answers, my mind is in a complete whirl.  It would appear that there have been compatibility problems with Snow Leopard for some time, most of which people have solved by installing LiveUpdate 5.1.2 (which, of course, I already have).

With apologies if I have somehow missed finding the solution to my problem, could someone please have the patience to tell me how to make LiveUpdate work.  Many thanks.

Pilot.

Replies

Kudos0

Re: LiveUpdate 5.1.2 will not work with NAV 11.1 and Mac OS 10.6.8

Did your copy of Norton AntiVirus come on a CD, or did it come as an electronic download? I ask because some older CDs that are still available do not have a version of LiveUpdate that is compatible with newer Symantec servers. We released new CDs to fix this issue, but some vendors did not replace their CDs it sounds like.

You can solve this problem by downloading the new version of LiveUpdate manually:

https://www-secure.symantec.com/norton-support/jsp/help-solutions.jsp?ct=us&lg=en&product=home&pvid=f-home&version=1&docid=20100414123129EN

Although the version it downloads is the same version, it may actually be different because it contains a new certificate file that is compatible with the Symantec servers.

If that does not fix the problem, please post your LiveUpdate log file here to the forums. The LiveUpdate log file can be found at /Library/Application Support/Symantec/liveupdat.log

If you could post that file (or a significant portion of that file, if it is too large to post here) on the forums, then we can see what exact problem it is encountering.

Sorry for the problems.

Ryan McGann Technical Director Norton Business Unit, Symantec
Kudos0

Re: LiveUpdate 5.1.2 will not work with NAV 11.1 and Mac OS 10.6.8

Many thanks Preetha_G for moving my posting to the correct forum (I'm rather new to this business!).

Thank you too to Ryan for your prompt and most helpful response.

My copy of NAV was bought last night as an electronic download.  I have since downloaded the latest version of LiveUpdate as you suggested but, sadly, to no avail - I still get the same error message.

The LiveUpdate log file is enormous, with the first date being Sept 15 2011 with entries taking up about a third of the log file.  The next date is Sept 22 2011, Sept 29, Oct 6, Oct 13, Oct 20 etc ....... weekly until April 5 2012, which suggests to me that it was obtaining weekly virus definition updates and everything was fine.  The last few lines of log read as follows:

ActionScript.sh
Apr 5, 2012 11:01:31 AM
Apr 5, 2012 11:01:31 AM The Java LiveUpdate session has completed successfully.
Apr 5, 2012 11:01:31 AM Return code = 0
Apr 5, 2012 11:01:31 AM

Strangely, that is the last log entry, despite all yesterday's  to'ing and fro'ing installing NAV and today's reinstallation of LiveUpdate.  I have checked the computer's date/time settings and it knows that today is 19 June so the last entry really was April 5.  This said, the computer's Hard Disk developed some bad blocks about a month ago and refused to boot, resulting in my having to recover everything from the backup via Retrospect and install it on a new Hard Disk.  Could the bad blocks or the subsequent recovery process have corrupted LiveUpdate in some way that even a fresh install cannot rectify?  Do I need to uninstall and then carry out a fresh install?

If the fault lies with my Mac, I'm sorry to be such a nuisance!  Thanks again for your help.

John.

Kudos0

Re: LiveUpdate 5.1.2 will not work with NAV 11.1 and Mac OS 10.6.8

Please compress the log file, and send it to me via email. Contact me here on the forums via a private message and I will send you my email address.

In the mean time, you can always try uninstalling and reinstalling. If LiveUpdate cannot find a piece of software that it requires, it can become very confused and throw up a not-so-useful error message like you are seeing. It's possible that is what happened as a result of the recovery process.

I'm a little confused--you say that you bought the product last night, but you have entries dating back to 2011. Did you have a previous version of the product installed already, and then you bought it again?

Ryan

Ryan McGann Technical Director Norton Business Unit, Symantec
Kudos0

Re: LiveUpdate 5.1.2 will not work with NAV 11.1 and Mac OS 10.6.8

Thanks Ryan.

I did indeed have a previous version of NAV installed and the subscription claimed to be valid until around October/November 2012.  However, when I could not get LiveUpdate to work, and in view of the data recovery that had resulted from the bad block incident, I thought that it would be safer and simpler just to buy the latest NAV and start again.

Later today when I have some time, I shall try uninstalling and reinstalling.  If that fails, I'll send you the log.

Fingers crossed!

John.

Kudos0

Re: LiveUpdate 5.1.2 will not work with NAV 11.1 and Mac OS 10.6.8

Hi again Ryan,

I tried uninstalling and then reinstalling but without success.  NAV works just fine but exactly the same error message when trying LiveUpdate.

I should have thought more before doing this though because the uninstall has removed completely the original contents of the LiveUpdate log.  Sorry, it's obvious to me now that that would happen!  Interestingly though, the log is now absolutely blank, despite having just reinstalled NAV from the download image.  Does that tell us anything?  It is perhaps worth mentioning that my Mac Mini was originally a server model that a friend configured to operate as a desktop machine.  Could this explain the problem?

If all else fails, is there any way that I can download the virus definition updates from time to time direct from the Symantec website, bypassing LiveUpdate?

Thanks again for your interest.

John.

Kudos0

Re: LiveUpdate 5.1.2 will not work with NAV 11.1 and Mac OS 10.6.8

I'll have to ask our LiveUpdate team for osme more guidance and get back to you. Sorry for the problems.

Ryan McGann Technical Director Norton Business Unit, Symantec
Kudos0

Re: LiveUpdate 5.1.2 will not work with NAV 11.1 and Mac OS 10.6.8

Hi Pilot,

Sorry for all the trouble. Is there a proxy being used? Does LiveUpdate show that message immediately or does it show progress for a bit beforehand? You can download virus definitions from:

http://www.symantec.com/security_response/definitions/download/detail.jsp?gid=nmc

Corey Swertfager

Symantec Macintosh QA Engineer

Corey SwertfagerSymantec Macintosh QA Engineer
Kudos0

Re: LiveUpdate 5.1.2 will not work with NAV 11.1 and Mac OS 10.6.8

Thanks Guys, sorry to be causing you so much trouble.

I'm not using a proxy server; the connection from the Mac Mini goes via a Netgear wireless router and a broadband connection to my ISP (I am in the UK, if that could have a bearing on things).

When I ask LiveUpdate to 'Update everything now' or 'Update virus definitions', for less than 1 second I see a small LiveUpdate window with a yellow background and a black bar across the top that says, "Determining what's available", followed immediately by a grey box with the yellow LiveUpdate icon and the message, "Updating error There was an error performing the update".  At no time do I see a progress bar.

I have downloaded and apparently successfully installed the virus definitions using the Symantec link Corey suggested, and NAV is showing Last Product Update "Never" and the liveupdt.log is still completely blank.  Surely there should be some entries in the log by now?  Is this a clue?

If I can be sure that the latest virus definitions are properly installed using this direct download method from time to time, perhaps that is the way I shall have to go.  I wouldn't want you guys spending days chasing hares if the problem lies somewhere deep within my Mac.  On the other hand, if you like a challenge, I'm happy to keep on trying to get to the bottom of the problem.

Thanks again,

Pilot.

Kudos0

Re: LiveUpdate 5.1.2 will not work with NAV 11.1 and Mac OS 10.6.8

Two weeks ago I posted the following message under »Updater log«:

I am using MacBook Pro, System 10.7.4, Norton Antivirus 12.2. (76) and Updater 6.1.1 - Live Update History stays empty, as well as AntiVirus/Statistics/History/Updates...... All other events show up! I have uninstalled and re-installed AntiVirus Software and run Updater - seemed OK, but log remains empty. So, I am not sure if updates have been installed successfully. When trying to update manually, msg is »your software is up to date«.

So far I did not get a reply.

After reading comments to your post I noticed that my problem is similar: I looked up the LiveUpdate log file at /Library/Application Support/Symantec/liveupdat.log and here I found plenty of history.... and plenty of updating errors... which means, my Norton Antivirus has not been updated at all!!!

Attached is the liveupdat.log file, one LiveUpdateLog which was in the same folder and one LiveUpdateLog.txt which contains updater logs from recent days copied into txt-file

Maybe this contributes to your posting or helps solve my original posting

Kudos0

Re: LiveUpdate 5.1.2 will not work with NAV 11.1 and Mac OS 10.6.8

Hi Hans,

Sorry for your troubles. Note that you are running a completely different version of Norton AnitVirus and LiveUpdate that Pilot. Your liveupdate.log (with period + all lowercase letters) indicates you are indeed up-to-date with the latest product versions and virus + vulnerability protection. The errors in the log are mainly just saying there are no more updates on our servers at the time of LiveUpdate running. You'll notice that Version and SeqNum numbers have been updated at various times in the log when updates were available. It may be an unfortunate use of the word "error" - "error" has the connotation that something went wrong. It this case, error 8 just means the tri file (such as norton$20antivirus$20for$20macintosh_12.2.1_english_livetri.zip) , which if it existed would point to a patcher, is not on the server, hence there is no new patcher on the server for that component. Error 0 means that the tri file (such as nis$20for$20macintosh$20submission$20control$20data_5_symalllanguages_livetri.zip) was on the server and was downloaded successfully; but if the tri file points to a patcher that was previously downloaded to your Mac, LiveUpdate knows not to bother retrieving the patcher again.

That being said, it doesn't address the fact that the history of updates is not showing up in your history window. That information is culled from the LiveUpdateLog (with no period in name) database. Perhaps the database is out of sorts. You could try removing the LiveUpdateLog database and seeing if you see future updates (virus definitions usually are posted at least once per day) in your history. Even though this is not related to Pilot's problem, you could go ahead and reply in a couple days to let us know whether or not new update history appears.

Thanks!

Corey SwertfagerSymantec Macintosh QA Engineer
Kudos0

Re: LiveUpdate 5.1.2 will not work with NAV 11.1 and Mac OS 10.6.8

Hi Pilot,

To help us troubleshoot further:

1. Download GatherSymantecInfo.zip from:
ftp://ftp.symantec.com/misc/tools/mactools/GatherSymantecInfo.zip
2. Expand GatherSymantecInfo.zip using Apple’s archive utility (other programs may not expand with proper permissions):
     /System/Library/CoreServices/Archive Utility

3. In GatherSymantecInfo folder, double-click GatherSymantecInfo.command.
4. When prompted, enter your computer user password.
5. SymantecInfo.zip will appear on your Desktop.
6. Change .zip extension to .log (Norton Community doesn't like zip files).
7. Attach SymantecInfo.log to your reply.

Thanks!

Corey SwertfagerSymantec Macintosh QA Engineer
Kudos0

Re: LiveUpdate 5.1.2 will not work with NAV 11.1 and Mac OS 10.6.8

Hi Corey, following your advise I have deleted LiveUpdateLog database in the hope that the updater log will re-appear in Live Update History - however after restart »Virus Protection« and »Idle Time Scan« was turned off and could not be switched on. When trying to switch on Virus Protection the error msg: »Antivirus Autoprotect could not load the scan engine« appeared, the same thing happens when trying to manually initiate a scan.... I will re-install and hope to be back to square one. Any other ideas to fix my problem?

Kudos0

Re: LiveUpdate 5.1.2 will not work with NAV 11.1 and Mac OS 10.6.8

Hi Corey once more,

After uninstalling and re-installing Antivirus Software for the third time everything seems OK! The updater log is back in Live Update History - and everything else works fine. Maybe the manual removal of the corrupted LiveUpdateLog aided uninstalling and/or re-installing...... As far as I am concerned: problem fixed (or better miraculously disappeared)

Kudos0

Re: LiveUpdate 5.1.2 will not work with NAV 11.1 and Mac OS 10.6.8

Good morning Corey,

Over the weekend I tried other possible cures including using a couple of removal tools to try and purge any old files that might have been corrupted and causing problems, follower by fresh NAV downloads and installs - to no avail.  The Norton Store still tells me that I have purchased the product but not installed it and that I should download it now.

I attach the .log file as requested and hope it contains the answer.

Thanks again for your help.

Pilot.

File Attachment: 
Kudos0

Re: LiveUpdate 5.1.2 will not work with NAV 11.1 and Mac OS 10.6.8

Hi Hans,

Glad to hear it's working for you! Very sorry you had to install three times.

Thanks for hanging in there with us!

Corey SwertfagerSymantec Macintosh QA Engineer
Kudos0

Re: LiveUpdate 5.1.2 will not work with NAV 11.1 and Mac OS 10.6.8

Hi Pilot,

I see you have Little Snitch installed. Little Snitch could be interfering if it is set to block Java. LiveUpdate calls our Java LiveUpdate applet to find and retrieves updates. If Java is blocked, that would explain why liveupdt.log is empty because Java LiveUpdate is what updates that log. The Little Snitch log may indicate if Java LiveUpdate was attempted:

/Library/Logs/LittleSnitchDaemon.log

I recommend making sure Little Snitch is set to allow all Internet access for Java. You can still disable Java in web browsers (i.e., Safari -> Preferences -> Security tab).

Corey SwertfagerSymantec Macintosh QA Engineer
Kudos0

Re: LiveUpdate 5.1.2 will not work with NAV 11.1 and Mac OS 10.6.8

Hi Corey,

At first sight, LittleSnitch doesn't appear to me to be the problem but I'm sure that you are on the right trail with Java and the LiveUpdate applet.

The LittleSnitchDaemon.log (copy attached) shows no recent ativity at all, nothing in fact since 2012-05-26 which was a couple of weeks before I bought NAV and started this whole affair.  Interestingly, Java itself does not appear in the LittleSnitch Configuration list of applications but is it, strictly, an application and should it feature?  LiveUpdate does appear and, of course, it is allowed.

I have performed the Apple Software Update and confirmed that I have the latest software which is supposed to include the latest version of Java and I am not aware of having turned anything off in any of the Preferences.  Could some aspect of Java have become corrupted during the bad block incident and do I perhaps need to uninstall it and download it again?

Sorry to cause you yet more headscratching but I feel that we (you!) are close to zeroing in on the cause of the problem.

Regards,

Pilot.

File Attachment: 
Kudos0

Re: LiveUpdate 5.1.2 will not work with NAV 11.1 and Mac OS 10.6.8

Hi Pilot,

You are correct - Little Snitch does not have a java-specific setting and having it allow LiveUpdate is enough to rule out Little Snitch. It may be worth a try to reinstall java, though it seems that Java LiveUpdate would have at least showed some attempt to run a corrupted java.

Corey SwertfagerSymantec Macintosh QA Engineer
Kudos0

Re: LiveUpdate 5.1.2 will not work with NAV 11.1 and Mac OS 10.6.8

Hi Corey,

Point taken about there being some evidence of an attempt to run a corrupted Java.  Removing and reinstalling Java anyway looks to be beyond my rather limited capabilities such that I would not be able to attempt it in the immediate future until I have help.  If and when I do, I'll let you know the outcome.

Thank you again for all your efforts to date trying to resolve my problem.

Pilot.

Kudos0

Re: LiveUpdate 5.1.2 will not work with NAV 11.1 and Mac OS 10.6.8

Give this a try, just as a last ditch effort:

1. In your Applications -> Utilities folder, open Java Preferences

2. Make sure Java SE 6 is checked for both 64-bit and 32-bit.

3. In your Applications -> Utilities folder, open Terminal.

4. In the new window that opens, type in the command (or better copy and paste it):

sudo java -cp /Library/Application\ Support/Symantec/LiveUpdate/jlu.jar com.symantec.liveupdate.LiveUpdate -d 

And look at your liveupdat.log file, or post it here/send it to us.

5. Finally, you can download & install Java from here: http://support.apple.com/kb/DL1550

Thanks,

Ryan 

Ryan McGann Technical Director Norton Business Unit, Symantec
Kudos0

Re: LiveUpdate 5.1.2 will not work with NAV 11.1 and Mac OS 10.6.8

Hi Ryan,

Thanks for your persistence.

I confirm Java SE 6 is indeed checked for both 64-bit and 32-bit.

I ran the command in Terminal and the liveupdt.log file remains totally blank. However, there might be a clue in the Terminal script which reads:

Password:
Using character set UTF-8
Command-line Product Selections to update:
(ProdName, Version, Lang, ItemSeqName, SeqNum)
Construction of line failed. Resource key: IdsJluCommandLineToolMissing
M***-L*******-MacBook-Pro:~ mal$

Clearly, I'm missing a particular Command Line Tool.  Is this critical and, if so, where can I obtain a replacement?

Thanks also for the link to the Java download.  Although I have not been brave enough to try and uninstall Java first, installing the latest version has made no difference.

Fingers crossed that the missing command line tool is the key to all my problems!

Pilot

Kudos0

Re: LiveUpdate 5.1.2 will not work with NAV 11.1 and Mac OS 10.6.8

It sounds like somehow Java LiveUpdate was not installed correctly. Perhaps when your computer migrated.

I recommend using this tool here:

https://www-secure.symantec.com/norton-support/jsp/help-solutions.jsp?docid=20080427024142EN&product=home&pvid=f-home&version=1&lg=english&ct=us

To completely remove the product from your Mac, and then re-install it. If you have problems after re-installing, it means that for some reason LiveUpdate cannot unpack the Java LiveUpdate command line tools during installation.

The fix for that is to run the command line installer manually. I'll instruct you how to do that tomorrow if re-installation doesn't work; I need to lookup the instructions at work.

Ryan McGann Technical Director Norton Business Unit, Symantec
Kudos0

Re: LiveUpdate 5.1.2 will not work with NAV 11.1 and Mac OS 10.6.8

Hi Ryan,

The tool certainly found a great many files that it successfully removed.  I then reinstalled NAV but, sadly, the problem is still there.  So it looks as though we shall have to run the command line installer manually.  I eagerly await your next instructions!

Pilot.

This thread is closed from further comment. Please visit the forum to start a new thread.