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Kudos1 Stats

Norton Security LiveUpdate frequently fails to complete

Long-time Norton user here but newbie to the forums.  Could not find a way to e-mail the company, so have to post here.  Just wanted to say that for many years now, Norton Security LiveUpdate (and, yes, after many uninstalls and reinstalls as recently as a few weeks ago, I'm sure I have the latest version of NS) *frequently* fails to complete the LiveUpdate process on my Win7 machine.  It checks for updates fine, it downloads them fine, it *seems* to step through the process of applying each update fine, but then, at the end of the process, it *frequently* marks failure to complete the process, and at that point the only way to get it to successfully complete the process is to reboot and rerun the update.  An occasional failure wouldn't drive me to take my time, after all these years, to provide this feedback, but, honestly, it's failing about 75% of the time, and the time required for the reboot/reupdate process is aggravating.  I do have some vague understanding of the complexity of what NS needs to do to protect my machine and me, and I appreciate all the engineering effort that goes into that, but I fail to understand how the engineering for LiveUpdate has resulted in such miserably poor reliability of that one process.  If there's *one* thing I'd like to see out of Norton/Symantec in the next year, it would *not* be any fancy new protection features but rather just simply improved reliability of LiveUpdate.  Again, sorry I had to air this publicly, but there's just no (obvious) way to provide private non-phone-based feedback to the company (and, frankly, in another little bit of feedback, I'll note that it's not even particularly obvious how to create a new forum thread).

Larry Afrin, M.D.

Replies

Kudos0

Re: Norton Security LiveUpdate frequently fails to complete

When these updates fail, have you checked the details from that update run to see which update failed? Often it is just some kind of temporary server issue. You can usually just rerun the LiveUpdate. No restart is usually required.

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

Re: Norton Security LiveUpdate frequently fails to complete

Hello Larry. A lot of times running the intelligent updater will correct things. Give it a go: https://support.norton.com/sp/en/us/home/current/solutions/kb20080409124354EN_EndUserProfile_en_us

Cheers

"From DOS to Windows10 what a journey it has been" / MS Certified Professional / Windows 10 Home / Professional x 64 version 1903 / build 18362.239 / N360 Deluxe 22.17.3.50 / Norton Core v.282 on Android 2.00
Kudos1 Stats

Re: Norton Security LiveUpdate frequently fails to complete

Peter --

Appreciate your thoughtful response, but, sad to say, "been there, done that."  Once I get the "failed to complete" message, rerunning the LiveUpdate always continues to fail to complete -- until I reboot.  After I reboot, I'll reliably get a successful run of LiveUpdate, and maybe I'll even get one more after that, before it inevitably fails to complete again and I have to reboot again before I can get another successful run.

-- LBA

Kudos1 Stats

Re: Norton Security LiveUpdate frequently fails to complete

Dear SoulAsylum --

Thanks for your thoughtful suggestion, but unfortunately when I tried it just now (after LiveUpdate had once again reverted to failing to complete), it quickly told me that all of the updates it tried to apply had failed.  So even if I reboot and Intelligent Updater then works, it clearly is still not going to fix my basic problem with LiveUpdate.  Good try, though.  Thanks again!

-- LBA

Kudos0

Re: Norton Security LiveUpdate frequently fails to complete

LBA - Other thoughts are. Are you logged into your PC under an admin account? In your Norton settings see if you have your "boot time protection" set to aggressive. If not make that change and reboot.

Cheers

"From DOS to Windows10 what a journey it has been" / MS Certified Professional / Windows 10 Home / Professional x 64 version 1903 / build 18362.239 / N360 Deluxe 22.17.3.50 / Norton Core v.282 on Android 2.00
Kudos1 Stats

Re: Norton Security LiveUpdate frequently fails to complete

Dear SoulAsylum --

Again, many thanks.  Yes, I'm logged in under an administrative account.  As to the other matter, when I went into Settings, boot-time protection was set to Off, so I set it to Aggressive and then rebooted (which I had to do anyway to get LiveUpdate working again), and upon reboot (which didn't seem to behave any differently than before), I was again able to run LiveUpdate successfully, but now we'll just have to wait until I next run LiveUpdate tomorrow (I usually run it once a day), and the day after that, and so on, to see if changing that setting to Aggressive makes any difference in the behavior of this LiveUpdate problem.

-- LBA

Kudos0

Re: Norton Security LiveUpdate frequently fails to complete

Awesome news!! Keep us informed.

Cheers

"From DOS to Windows10 what a journey it has been" / MS Certified Professional / Windows 10 Home / Professional x 64 version 1903 / build 18362.239 / N360 Deluxe 22.17.3.50 / Norton Core v.282 on Android 2.00
Kudos0

Re: Norton Security LiveUpdate frequently fails to complete

Hello

When you get the failed updates, do you wait an hour or 2 before trying to see if the updates will work?  It sounds like there might be a bad server some place. Do you have a green checkmark in your Norton product in the icon by the computer clock?

What windows operating system are you running? Is the computer clock,location, time zone all correct? Is the hard drive in good condition?  What Norton product and version are you using? Do you have any other real time security program installed? Is the rest of the Norton product running ok?

Have a Good Night and

Thanks.

EDIT: I just came across this in one of the new KB's

Run LiveUpdate

  1. Start Norton.

  2. In the main window, click Security, and then click LiveUpdate.

  3. When Norton LiveUpdate is finished, click OK.

  4. Run LiveUpdate until you see the message, "Your Norton product has the latest protection updates."

  5. Exit all the programs, and restart the computer. The point I wanted to make is even the updates do install, it is now recommended to exit all programs and restart your computer. I used to do that for new version updates, but not for all updates. I don't remember clicking ok either.

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.
Kudos1 Stats

Re: Norton Security LiveUpdate frequently fails to complete

Dear Floplot --

Thanks for all of your suggestions.  Win7.  Clock and location/timezone are correct.  Norton Security version 22.12.1.14.  Hard drive in good condition.  No other security apps running.  The rest of Norton Security is running fine.  It's just a frequent failure in LiveUpdate.  Doesn't matter when I try to re-run LiveUpdate.  After it has failed to complete once, it will always fail to complete on any reruns, anytime, until I reboot, at which point I'll be able to get one or two successful runs before it fails again.  Yes, I have a green checkmark in the Norton icon in the system tray.  I appreciate the suggestion about rebooting after a LiveUpdate, but the whole point of the "Live" in "LiveUpdate" is that you *shouldn't* have to reboot, so the fact that LiveUpdate is so frequently failing to complete until I *do* reboot represents a bug of some sort.

Again, thanks for your effort.

-- LBA

Kudos1 Stats

Re: Norton Security LiveUpdate frequently fails to complete

Dear SoulAsylum --

No luck.  Still failing to complete either immediately after the first successful run after a reboot, or shortly thereafter.

-- LBA

Kudos0

Re: Norton Security LiveUpdate frequently fails to complete

Hello again afrini. My suggestion is to use the R&R tool and remove your product completely from your system and reboot. DO NOT reinstall before rebooting. Here is the link to the tool: https://support.norton.com/sp/en/us/home/current/solutions/v60392881_EndUserProfile_en_us

Once rebooted download the product again by logging into your Norton account and installing from there. Once install has completed, reboot. Next run live updates. When all said and done you should be on version 22.12.1.15 and rid of the older version causing the issues. Hope this helps.

Cheers

"From DOS to Windows10 what a journey it has been" / MS Certified Professional / Windows 10 Home / Professional x 64 version 1903 / build 18362.239 / N360 Deluxe 22.17.3.50 / Norton Core v.282 on Android 2.00
Kudos0

Re: Norton Security LiveUpdate frequently fails to complete

Hello

You can also use this link and then run Live Update until no more updates restarting as requested.

www.norton.com/latestns  

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.
Kudos1 Stats

Re: Norton Security LiveUpdate frequently fails to complete

Thanks again, Floplot, but it sounds like this approach, like some others discussed earlier in this threat, strays from the notion of what the "Live" part of "LiveUpdate" is supposed to accomplish.  I will continue waiting for a fix from Symantec.  As I noted in my original posting, I really wasn't expecting a fix to be immediately available.  I just wanted to make the company aware of this problem (hoping that that will prod them to fix it), and there appears to be no way inform the company of a problem other than a phone call to support or a posting to the forums.

We'll see what happens.

-- LBA

Kudos0

Re: Norton Security LiveUpdate frequently fails to complete

Thanks again, SoulAsylum.  I'll give this a whirl tomorrow (looks like it'll be a snow day, great time to tackle something like this).

-- LBA

Kudos1 Stats

Re: Norton Security LiveUpdate frequently fails to complete

Friday March 2, I experienced the same issue.  My issue was with the Comcast version 7.6 for MAC (OS High Sierra 10.13.3) I came home from work and my son told me that Norton had not updated all day and the "Fix Now" was needed.  I did the fix now and the green check mark went off and "Security at Risk" was on.  I did a live update and it did nothing.  I then did a complete clean uninstall and reinstall.  The reinstall did not correct the problem as the "Fix Now" and "Security at Risk" was on also with an x instead of the check mark.  So I did a live update again and after 2 hours of waiting for this to resolve, and no solution from Norton at the time, I did a force quit, did another complete clean uninstall - and since I had no money to lose, I purchased (for the first time since 2011) an antivirus solution from a different company and have had no problems since with the different AV solution.  I experienced live update issues and other glitches throughout 2017 with the Comcast version of Norton.  At one point, I temporarily used a free solution until the issues with Norton was resolved (at the time I had High Sierra 10) and then installed the free solution and then reinstalled the Comcast version once the issues were fixed by Norton.  Because of some frequent, but still inconsistent issues with Norton during the end of 2017 and now in early 2018, I am no longer finding it viable to uninstall Norton and use a free temporary program until the Norton issue(s) are fixed, which is the reason I decided to go with another company.  I know Norton has been around a long time and I have no disrespect for the product, it just is inconsistent when it comes to working properly.  

 
Kudos0

Re: Norton Security LiveUpdate frequently fails to complete

afrini. Remove your product with this official tool, us the advanced option and REMOVE ONLY: https://support.norton.com/sp/en/us/home/current/solutions/v60392881_EndUserProfile_en_us

Once removed and rebooted, log into your Norton account. Download your product and reinstall again from there. DO NOT run live updates. Your new install should run updates to get your product to version 104. When your product reaches version 104, reboot, recheck your issue.

Cheers

"From DOS to Windows10 what a journey it has been" / MS Certified Professional / Windows 10 Home / Professional x 64 version 1903 / build 18362.239 / N360 Deluxe 22.17.3.50 / Norton Core v.282 on Android 2.00
Kudos1 Stats

Re: Norton Security LiveUpdate frequently fails to complete

Dear SoulAsylum --

Again, many thanks for your efforts to help.  I followed to the letter your advice in this posting of yours from 3/5/17 and your similar re-posting today, and the bottom line is the issue continues to behave exactly the same.

It really appears to be the case, as per my initial assessment, that this is a problem fundamentally rooted in the engineering of LiveUpdate.  There must be a set of conditions, not yet recognized by Symantec, which, at least on some machines, causes LiveUpdate to often fail to complete after the first successful run following a boot, and no amount of reinstallations of the current product, by any particular procedure, are going to fix this.  Symantec's engineers need to specifically investigate this matter, identify what these conditions are, and develop a fix so that LiveUpdate almost always succeeds instead of the present situation, at least on my machine, of failing far more often than it succeeds.

Thanks again.

-- LBA

Kudos0

Re: Norton Security LiveUpdate frequently fails to complete

I'm marking this for Admin escalation.

Cheers

"From DOS to Windows10 what a journey it has been" / MS Certified Professional / Windows 10 Home / Professional x 64 version 1903 / build 18362.239 / N360 Deluxe 22.17.3.50 / Norton Core v.282 on Android 2.00
Kudos0

Re: Norton Security LiveUpdate frequently fails to complete

Dear SoulAsylum --

FWIW -- and I recognize I may be jinxing things by reporting this -- LiveUpdate has been behaving much better on my machine in the last 24 hours.  We'll see if it holds up, but if it was your escalation that got it fixed that quickly, well, thank you very much!

-- LBA

Kudos0

Re: Norton Security LiveUpdate frequently fails to complete

And upon my first runs this morning of LiveUpdate, alas, it appears I indeed did speak too soon, or jinxed myself, or whatever.  It's still often failing to complete when run after the first time after a boot.  Drat.  Anyway, thanks again for escalating the problem, as it's certainly a problem which needs escalation.

-- LBA

Kudos0

Re: Norton Security LiveUpdate frequently fails to complete

afrini I haven't heard anything from the escalation to Admin but DO know the team is working on things in the background. Here is a suggestion. Open your task manager and look for the startup tab. Disable NON Microsoft entries there one at a time and reboot each time. There could be a windows service or other hardware driver issue causing this on certain machines.

Cheers

"From DOS to Windows10 what a journey it has been" / MS Certified Professional / Windows 10 Home / Professional x 64 version 1903 / build 18362.239 / N360 Deluxe 22.17.3.50 / Norton Core v.282 on Android 2.00
Kudos1 Stats

Re: Norton Security LiveUpdate frequently fails to complete

Another update: I take back what I last took back.  :-)  It is definitely behaving better in the last few days.  Not yet a 100% success rate with completing LiveUpdate, but definitely significantly better in the last few days.

-- LBA

Kudos0

Re: Norton Security LiveUpdate frequently fails to complete

afrini Thanks for the update.

Cheers

"From DOS to Windows10 what a journey it has been" / MS Certified Professional / Windows 10 Home / Professional x 64 version 1903 / build 18362.239 / N360 Deluxe 22.17.3.50 / Norton Core v.282 on Android 2.00
Kudos0

Re: Norton Security LiveUpdate frequently fails to complete

It's definitely working much better now.  It's been nearly a week since it last failed, and even that failure was not the usual Failed to Complete but rather a failure to download the updates, a problem that was cleared within an hour or so, and without a reboot, as I presumed it was a problem with the company's servers.

In fact, I've been running LiveUpdate a few times a day these last few days just for the joy of actually seeing it complete successfully so many times in a row.  (Yes, I know, "get a life...")

To whomever in the forums and beyond had a role in fixing this, thank you very much!  I very much value the time you have saved me from having to reboot virtually daily.

-- LBA

Kudos0

Re: Norton Security LiveUpdate frequently fails to complete

Hello

Glad to hear that Live Update is behaving for you now. It's always nice to hear good news.

Have a Nice Day 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: Norton Security LiveUpdate frequently fails to complete

Dammit.  Spoke too soon.  It was working beautifully the last 10 days or so, and then tonight, BOOM, right back to the old behavior.  Whatever you and the other Powers That Be in this forum managed to do last time to get "them" to fix this, I'd sure appreciate it if you would please please please get "them" to fix it again.

-- LBA

Kudos0

Re: Norton Security LiveUpdate frequently fails to complete

And now, in the last couple of days, it seems to be working well again.  So erratic.  But, at least it's better than it used to be at least some of the time.

-- LBA

Kudos0

Re: Norton Security LiveUpdate frequently fails to complete

The erratic nature of the fix continues.  Last week it was doing well, but then, after LiveUpdate applied a patch this past weekend, it has been back to the old behavior of failing to complete the update whenever run again following the first update after a boot, and it again takes a reboot to again get LiveUpdate to run successfully (once, before starting to fail again).

-- LBA

Kudos1 Stats

Re: Norton Security LiveUpdate frequently fails to complete

And.....the erratic nature of the fix continues.  A day or two after I last complained (on 4/9/18) of a relapse, it started working right again (I didn't even report that improvement because I knew it likely wouldn't last), and sure enough, about 2-3 days ago it started bombing again in the same fashion as I originally described.  It seems that every time I report a relapse in this forum, it resumes working correctly within a few days, so that's why I'm reporting yet another relapse at this time.

Symantec obviously knows how to fix this -- and their inability to make the fix "stick" has been (less than) impressive.

-- LBA

Kudos0

Re: Norton Security LiveUpdate frequently fails to complete

It's now about 72 hours after I reported in this thread the latest relapse of this problem, and tonight it's suddenly working again.  I don't know what the magic is about reporting relapses of this problem in this thread that keeps getting it fixed, but I'm glad such reporting keeps working.  :-)

-- LBA

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