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Kudos2 Stats

LiveUpdate failing with TPG (Australia)

Running with Windows 10

For a year, I was able to run liveupdate successfully manually.

Since yesterday (24 Feb 2018), liveupdate is failing: "Unable to connect to the LiveUpdate server"

Is the server currently down? Or is there an issue with my laptop? My internet connection is ok.

Thanks,

Frederic

Labels: LiveUpdate

Replies

Kudos0

Re: LiveUpdate failing with TPG (Australia)

I ran Live Update on my Win 7. Updated successfully. 

"Top Safe Web Reviewer with over 23,000 Reviews."
Kudos0

Re: LiveUpdate failing with TPG (Australia)

Hello

It might be a localized server issue. Have a look at this website and see if everything is green.

Please check out this link for Norton Status

https://status.norton.com/

If you have missed getting SDS Definitions for the day, you can use the Intelligent Updater.

https://support.norton.com/sp/en/us/home/current/solutions/kb20080409124354EN_EndUserProfile_en_us

Have a Good Night and

Thanks.

Success always occurs in private and failure in full view. Windows 10 Pro 64 bit Norton Core Security Plus 22.17.3.50 Core Firmware 282 I E 11 Chrome latest version.
Kudos0

Re: LiveUpdate failing with TPG (Australia)

fred_g, are you in Australia, specifically Melbourne?  I've had the same problem since yesterday (24th).  Also cannot connect to liveupdate.symantec.com, liveupdate.symantecliveupdate.com, or definitions.symantec.com .  Able to download the SDS definitions via the FTP link.  Problem on multiple computers.  Have asked my ISP to check if there is an upstream issue.

Any further help greatly appreciated.

Craig.

Kudos0

Re: LiveUpdate failing with TPG (Australia)

I had exactly the same issue on two PCs.  Used VPN to see me as in USA and voila!  All was resolved. Cheers

Kudos0

Re: LiveUpdate failing with TPG (Australia)

I checked a website that enables you to ping websites from various locations around the world and give response times.  Submitting liveupdate.symantec.com gave results from over 80 locations, most coming back with success, but the test from Melbourne failed each time I ran the test.

OK, given this result and MarieGreen's VPN solution, it looks as if it might be a problem with Norton's liveupdateservers, for some reason, refusing to accept contact from this part of the world.  How do we bring this to Norton's attention without having to spend ages explaining it from step one in a live chat?

Kudos1 Stats

Re: LiveUpdate failing with TPG (Australia)

Thanks for your answers.

Yes, I am in Melbourne and I have been unable to run liveupdate for more than 24 hours now using my ADSL internet connection.

But I was able to connect to liveupdate using WIFI from my mobile phone (as a modem - mobile hotspot). So whoever has got the same problem can temporarily use their mobile phone if they have got one.

Thanks and regards,

Frederic

Kudos0

Re: LiveUpdate failing with TPG (Australia)

Thanks for your reply Frederic.

May I ask who your ISP is?  Also MarieGreen, who is yours?

Cheers,

Craig.

Kudos0

Re: LiveUpdate failing with TPG (Australia)

I too have just started having the same issue (yesterday and today) - cannot connect to LiveUpdate Servers - I am in rural SA. TPG is the ISP.

It is supposed to be an internet connection issue, but as you can see, I do not suffer from that.

- Robert

Kudos0

Re: LiveUpdate failing with TPG (Australia)

Interesting, my ISP is Chariot, a subsidiary of TPG.  We might be closing in on the root of the problem.  Yet to hear back from Chariot re my enquiry.

Yep, Robert, I also have no other internet problems.....just the issue with connecting to LiveUpdate.

Kudos0

Re: LiveUpdate failing with TPG (Australia)

My ISP is TPG

Kudos0

Re: LiveUpdate failing with TPG (Australia)

I am also with TPG (in Sydney), and having the same issue - keep getting message LiveUpdate unable to connect. This has been happening since Friday 23rd Feb. I have contacted Norton support on 2 occasions and yesterday the support tech said it looked like it was a problem with Norton server. I'm of the opinion now that it may be a problem with TPG

Kudos0

Re: LiveUpdate failing with TPG (Australia)

I've been unable to connect to live update since the 21st and the intelligent updater wont connect.  I have a laptop and a desktop and both failed on the same day. I can't even do a scan.  By the by, I get an 8921,253 for the definitions and 3047,91 for the scan........I'm back, I didn't notice the FTP button in the intelligent updater, so clicked on it and was able to d/l the definitions.  It didn't fix the server issue though.    I use TPG.

Just now got off TPG after finding this:

NSW Customers
Service Affected: NBN
Outage Started:Monday 26 February 2018,  8:00 AM AEDST
Estimated Restoration: Monday 26 February 2018, 6:00 PM AEDST (10hours )
Severity: GREEN (scheduled/planned)
Source: Third Party Carrier          
Due to carrier planned maintenance, some customers may experience connection difficulties. TPG apologises for any inconvenience.

Blowed if I know what it all means.

= Kev =

Kudos0

Re: LiveUpdate failing with TPG (Australia)

Kev + others, I guess that means your service will be back to normal after 6PM AEDST tonight.

A little bit of knowledge is... well a little bit of knowledge.
Kudos0

Re: LiveUpdate failing with TPG (Australia)

Perhaps, but it says nothing about the past five days. I've been out since the 21st and there's very long list of these planned outages that say nothing about the past week. No doubt it will eventually be sorted or I'll have to try another antivirus app to see if it can connect to it's provider.

Kudos0

Re: LiveUpdate failing with TPG (Australia)

Seeing that you all are using TPG or an affiliate and my ISP is Telstra / Bigpond and I'm not having this issue I'd suggest the problem lies with TPG.

FYI, there is planned maintenance on my NBN service from 11PM to 6AM tonight.  Don't know if it is related to your maintenance or not.

A little bit of knowledge is... well a little bit of knowledge.
Kudos0

Re: LiveUpdate failing with TPG (Australia)

A free VPN service did fix my connection issues (thanks for the idea, whomever you are), but this needs fixing right away! I am sure many users are unaware their virus defs are out of date.

Kudos0

Re: LiveUpdate failing with TPG (Australia)

Regarding the TPG NBN planned outage that started today. This is having no effect on my connection, I am using it right now. The issue with LiveUpdate started at the end of last week, not today, at least that is when I noticed the problem.

Hopefully though, all will be well soon.

"Eternal vigilance is the price of liberty."

Kudos0

Re: LiveUpdate failing with TPG (Australia)

Yeah, I don't see how the NBN issues would be responsible for this problem.  At least Frederic and I are on ADSL so no NBN involvement.

Despite emailing Chariot again earlier today informing them the problem is most likely with TPG/Chariot I've heard nothing.  I'll give them a bit longer and then get onto TPG.......probably time to talk to the organ grinder, not the monkey.

Kudos0

Re: LiveUpdate failing with TPG (Australia)

I wonder if just changing your DNS settings would help?  Worth a try, perhaps?

A little bit of knowledge is... well a little bit of knowledge.
Kudos0

Re: LiveUpdate failing with TPG (Australia)

Same problem for me.

Also in Melbourne Australia. Internode (TPG) ISP.

Kudos2 Stats

Re: LiveUpdate failing with TPG (Australia)

Hi everyone, 

Thank you for reporting this issue.

While I pass it on to the team, Could you all give me the below information?

  1. Norton Product with Version number
  2. Operating System

I'll update this thread when I've more information from the team.

Mohanakrishnan G | Norton Forums Administrator | Symantec Corporation
Kudos0

Re: LiveUpdate failing with TPG (Australia)

Ok, got a reply back from Chariot.  They claim they have "found no issues on our system about "any restrictions" on updating your Norton Anti-Virus program", asked me what my OS was and asked me to run a traceroute.  Did both of those things, the traceroute did seem to hit a dead end.

I replied that there are now multiple posts to Norton's board with numerous people having the same problem, all with either TPG or a subsiduary, so maybe they should contact TPG and see if the problem is there.

Kudos0

Re: LiveUpdate failing with TPG (Australia)

Hi there, 

Product: Norton Internet Security 7.6 

OSX El Capitan Version 10.11.6

Kudos0

Re: LiveUpdate failing with TPG (Australia)

Hi there, 

Product: Norton Internet Security 7.6 

OSX El Capitan Version 10.11.6

Kudos0

Re: LiveUpdate failing with TPG (Australia)

Norton Internet Security 22.12.0.104

Windows 7 Ultimate 64 bit.

Thank you Mohan_G.

Kudos0

Re: LiveUpdate failing with TPG (Australia)

Hi I have the same problem and am also with TPG i will now call them thanks for the direction.

regards KaranT

Kudos0

Re: LiveUpdate failing with TPG (Australia)

NIS

Version: 22.12.0.104


Windows 10 Home 64 bit

version 1709

build 16299.248

Kudos0

Re: LiveUpdate failing with TPG (Australia)

For three days now the server at liveupdate.symantec.com is not responding and my anti-virus definitions can't be updated. Thinking that my devices have been compromised, I tried downloading Norton Power Eraser, but I couldn't download it even from a Linux machine, which was a proof to me that there's nothing wrong with my device. I contacted the support via live chat yesterday and they admitted that the server has been down and apologised for inconvenience. After I stated that Symantec is in the security business and this is not acceptable, the only thing they could offer me was a 30 days free extension of my subscription and they advised me to try 24 hours later. I just tried again and the service is still not working. What makes it much worse is that the https://status.norton.com/ site is reporting that everything is running fine!? As a company that I trusted over many years to protect my devices, this is not acceptable and I am rapidly loosing patience and trust that I had in Norton. I had auto renewal enabled on my account and I have just turned it off and deleted my credit card details from my account. If this situation is not fixed by tomorrow, I'll turn to another provider, as it is obvious that if Symantec can't keep their servers up for so long, they can't be trusted to protect my devices. Oh, one more thing, if the admins decide not to publish my comments on this forum, I will share it on social media. NOT HAPPY!!!

Kudos0

Re: LiveUpdate failing with TPG (Australia)

I have the same problem, just like the other users I am in Melbourne with TPG as my ISP. I use Norton 360 on Windows 10 and Windows 7 Professional, both machines fail to connect to the live update site.

Kudos0

Re: LiveUpdate failing with TPG (Australia)

Try running a second opinion scan using Malwarebytes. I have been getting updates on both of my devices, so for me, the Norton live update is working. Turning off your auto renewal and deleting your credit card information is quite drastic, and falls on having a temper tantrum. There could be a few problems that may cause you to not get updates. In a worst case scenario, you could temporarily remove Norton, delete the files it leaves behind, and re-installing your product. Good luck.

Kudos0

Re: LiveUpdate failing with TPG (Australia)

Hello,

I just ran a manual Live Update and this time it connected successfully, although no updates were found, so it seems that some progress has been made.

Oh .. an update ... the log reveals that 9 updates were applied, but the update window did not report anything downloading.

Ran another update manually soon after and this time it reported one update in the window as well as in the update log.

Seems to be fixed now?

Kudos0

Re: LiveUpdate failing with TPG (Australia)

After starting my systems this morning, I tried liveupdate and it worked.  110.50Mb of definitions and a version upgrade later all's well.      

In my case, liveupdate and scans were off since the 21st according to my laptop.

= Kev =

Kudos0

Re: LiveUpdate failing with TPG (Australia)

A little bit of knowledge is... well a little bit of knowledge.
Kudos0

Re: LiveUpdate failing with TPG (Australia)

Hello Kev

Good to hear. Thanks for letting us know.

Have a Good Night and

Thanks.

Success always occurs in private and failure in full view. Windows 10 Pro 64 bit Norton Core Security Plus 22.17.3.50 Core Firmware 282 I E 11 Chrome latest version.
Kudos0

Re: LiveUpdate failing with TPG (Australia)

Hello Mohan

Thanks for responding.

Have a Good Night and

Thanks.

Success always occurs in private and failure in full view. Windows 10 Pro 64 bit Norton Core Security Plus 22.17.3.50 Core Firmware 282 I E 11 Chrome latest version.
Kudos0

Re: LiveUpdate failing with TPG (Australia)

Yep, seems to be working now.

Thanks to all who replied and helped.

Kudos0

Re: LiveUpdate failing with TPG (Australia)

Thanks everyone for reporting in Norton Community Forums. Please let us know if you are still facing issues with LiveUpdates. 

Sunil_GA | Norton Forums Administrator | Symantec Corporation
Kudos0

Re: LiveUpdate failing with TPG (Australia)

All OK now ... Just as a matter of interest, can you please advise what was causing the problem?

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