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Kudos1 Stats

Norton security premium live update keeps downloading

Hello, 

I just installed the norton for MAC and live updates seems to goes for ever ( already 4 hours and still "downloading")

What seems to be the problem??
 Mac version el capitan 10.11.1

and the norton security premium 2015

hope to solve the issue soon or else i will just uninstall norton

Replies

Kudos1 Stats

Re: Norton security premium live update keeps downloading

Hi @Vlad_MAC,

Sorry for the trouble. Please follow the below instructions, for us to troubleshoot more into this.

  1. Download the tool from here:ftp://ftp.symantec.com/misc/tools/mactools/GatherSymantecInfo.zip
  2. After download, with the file on the Mac client where you are facing these issues, double-click on the file to expand it. It will contain the GatherSymantecInfo.command file as well as a folder called SupportFiles.
  3. Double-click on GatherSymantecInfo.command. It will open a Terminal window.
  4. Enter your administrator password (it will not echo on-screen) and press Enter.
  5. Gathering information... message will appear.
  6. When it completes to run, you can find SymantecInfo.zip archive under Desktop directory.

I've sent you a private message to where the logs needs to be shared. 

Once its shared, we will analyze and try to revert as soon as possible.

Thanks

Kudos0

Re: Norton security premium live update keeps downloading

Could you please tell me how to fix this issue? I have the same problem above, but it just keeping update error  . The version of norton security is 7.0.1 for mac os x 10.11.4

File Attachment: 
Kudos1 Stats

Re: Norton security premium live update keeps downloading

Hello @AshleyTong,

Sorry for the inconvenience.

Could you please follow the above steps and send me the logs. I will analyze and let you know. I will send a private message to you where the logs needs to be sent.

Thanks

Rajesh

Kudos1 Stats

Re: Norton security premium live update keeps downloading

Thank you!!! Issue solved!!!!! 

Kudos0

Re: Norton security premium live update keeps downloading

Hi, I have the same issue. 

Where do I send the zip file please?

Thanks,

Andrew

Kudos0

Re: Norton security premium live update keeps downloading

In this forums, it has an employee. Contact him. He will help you to solve this problem. 

Kudos0

Re: Norton security premium live update keeps downloading

Yup - Rajesh gave me the details. Thanks ;)

Kudos0

Re: Norton security premium live update keeps downloading

Ashley's versions of Norton and OS X are exactly the same as mine on my mid-2012 MBP. Downloading updates is also glacial as everyone has indicated. Since this problem occurs for multiple Norton Security users, a "public" solution should be offered as well as the "private" solution Rajesh provided two users.  

John E. Windows 10 Pro x64 Build 14393.321 on Lenovo ThinkPad E535 & HP Pavilion 6610F
Kudos0

Re: Norton security premium live update keeps downloading

From the response I had it seems to be a fairly infrequent thing that, if left long enough, will eventually update (broadband speed dependent I presume).

There is an expected patch in the next release - so I'm told.

Hope this helps.

Kudos0

Re: Norton security premium live update keeps downloading

I have Norton Internet Security 5 with OSX 10.11.5 and am having the same problem with live update.

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