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Kudos0

Problem with Norton AntlVirus V. 12.0

I just purchased Internet Security 5 for Mac for my Imac running OS 10.7.2.  I have installed all programs other than anti virus are running appropriately.  With Anti-virus I cannot turn the automatic protection on.  I will click on the red off button and it will give me a prompt that a change needs my admin password.  I type it in and nothing happens.  When I try to do a manual scan, I get a Scan Error that says "The scan failed because of a scan engine problem. Run LiveUpdate to get the latest verson.  Then when I run LiveUpdate,  I will get a red X for NAV for Mac 12 Virus Defs  Version 111217009.  I have uninstalled and then reinstalled to no avail.  I see nothing on the FAQ's and am ready to ask for my money back as I find no support to assist me.  However before I take that step I would like to see what help I can get here. 

Replies

Kudos0

Re: Problem with Norton AntlVirus V. 12.0

I just purchased Internet Security 5 for Mac for my Imac running OS 10.7.2.  I have installed all programs other than anti virus are running appropriately.  With Anti-virus I cannot turn the automatic protection on.  I will click on the red off button and it will give me a prompt that a change needs my admin password.  I type it in and nothing happens.  When I try to do a manual scan, I get a Scan Error that says "The scan failed because of a scan engine problem. Run LiveUpdate to get the latest verson.  Then when I run LiveUpdate,  I will get a red X for NAV for Mac 12 Virus Defs  Version 111217009.  I have uninstalled and then reinstalled to no avail.  I see nothing on the FAQ's and am ready to ask for my money back as I find no support to assist me.  However before I take that step I would like to see what help I can get here. 

Kudos0

Re: Problem with Norton AntlVirus V. 12.0

A few other customers have also posted about this problem.  Sorry to hear that it's affecting you as well.

Unfortunately, I don't think there is a fix yet, as the most recent post from Symantec mentioned that they hadn't spotted a reason why the scan isn't working.

I suggest attaching your SymantecInfo.txt, to see if it helps the engineers identify the issue.  You can find instructions in the following KnowledgeBase article:

http://www.symantec.com/business/support/index?page=content&id=TECH134761

Kudos0

Re: Problem with Norton AntlVirus V. 12.0

Thank you for your quick reply.  I downloaded your uninstaller that would remove all traces of Norto files.  This found and took out some old files that remained from when I had Norton Antivirus running under Snow Leopard.  Of course when I upgraded to Lion OS that version did not work and I then used Sophos.  I did use the Sophos uninstaller before installing V. 12.  Thus, there may have been some files from the older version of Norton still on the system.  

After taking out these files, now all of my problems are solved.  I might suggest that on your install program that you add a capability to find such files and to then give you some decisions to make as to what you want to do with them or to at least tell you that a problem exists with existing files on the system.

Perhaps this will assist the others.

Accepted Solution
Kudos0

Re: Problem with Norton AntlVirus V. 12.0

Awesome!  Thanks for sharing your solution!

As you pointed out, the NAV 12 for Mac installer doesn't require that you uninstall the older product, but it sounds like doing that has fixed the problem for you.

If you want to mark this thread as solved, it will make it easier for future visitors to spot this info.

Kudos0

Re: Problem with Norton AntlVirus V. 12.0

I just purchased NIS 5 today and ran into the same problem that stephean had.  However, I have a brand new iMac and never had snow leopard installed.  To fix the problem I had to run live update twice.  The first time I ran it, 6 files were downloaded (even though I had just ran live update during the installation process).  One of the 6 was an udpated NAV file.  However, it would not load.  I ran live update again.  This time 3 files were downloaded.  One of them again was a NAV file.  This time, however, it loaded and now I can run scans.  Seems very odd to me, but I thought I would post this in case anyone else had problems similar to me.

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