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Kudos0

Problems with LiveUpdate?

Recently, I noticed that whenever I run LiveUpdate (the shortcut is in my startup folder), it takes much longer than usually to check for updates. Also, when it is completed, I get this screen:

It now says "Failed to check for some updates", along with in the Summary Screen, it says that it could not install the Virus Definitions (X64, I run Vista Home Premium on 64bit) failed to complete (both the More Info and Tech Support links on both errors do not work). I have been using the Intelligent Updater to download definitions, but this is tedious, and why LiveUpdate was created. Also, we recently changed internet configurations, but I'm not sure if this is what is causing it, as all other internet functions work fine.

Sys Stats:

OS: Vista Home Premium X64

Virus Protection: Norton Internet Security 2010

P.S.: I would like to avoid having to reinstall Norton if at all possible.

Replies

Kudos0

Re: Problems with LiveUpdate?

Hi a_p3erson

Welcome to the Norton Community Forums

Go to the Help & Support menu in your Norton product, click on Get Support and then allow Norton to check itself by running its own autofix to find any issues it has.

We look forward to the time when the Power of Love will replace the Love of Power. Then will our world know the blessings of peace. ~William Ewart Gladstone
Kudos0

Re: Problems with LiveUpdate?


mdturner wrote:

Hi a_p3erson

Welcome to the Norton Community Forums

Go to the Help & Support menu in your Norton product, click on Get Support and then allow Norton to check itself by running its own autofix to find any issues it has.


I did this, once it found a problem with Windows Firewall, but that didn't help. I allowed NIS through the firewall, and it still doesn't work. Also, this has been working long before, with only occasional mis-downloads.

Kudos0

Re: Problems with LiveUpdate?

If you use the liveupdate link in the Norton product what happens?

If you leave Norton to run update automatically does it ever update the virus definitions?

Have you tried to uninstall/reinstall to correct the issue? This would take about 10 minutes to do.

We look forward to the time when the Power of Love will replace the Love of Power. Then will our world know the blessings of peace. ~William Ewart Gladstone
Kudos0

Re: Problems with LiveUpdate?


mdturner wrote:

If you use the liveupdate link in the Norton product what happens?

If you leave Norton to run update automatically does it ever update the virus definitions?

Have you tried to uninstall/reinstall to correct the issue?


1. - Running LiveUpdate from the NIS main screen gives the same result: All other updates complete, except virus definitions. None of the support links work.

2. - It has, until about a week ago. Since then, I have been using the Intelligent Updater from the Symantec website to get definitions. (here)

3. - I have not, and I would like to avoid uninstalling NIS.

Also, this could possibly be a network wide issue. Are there any certain ports needed by LiveUpdate to function?

Kudos3 Stats

Re: Problems with LiveUpdate?


a_p3rson wrote:

I did this, once it found a problem with Windows Firewall, but that didn't help. I allowed NIS through the firewall, and it still doesn't work. Also, this has been working long before, with only occasional mis-downloads.


If you have Norton Internet Security, which has a built in firewall itself as well, just turn off the Windows firewall. Running both can cause strange behaviors like this one.

You can turn off Windows firewall from Control Panel.

Let us know the results.

Windows 10 Hungarian, Norton Internet Security v22.9.0.71
Kudos0

Re: Problems with LiveUpdate?


PapauZ wrote:

If you have Norton Internet Security, which has a built in firewall itself as well, just turn off the Windows firewall. Running both can cause strange behaviors like this one.

You can turn off Windows firewall from Control Panel.

Let us know the results.


Autofix turned off Windows Firewall automatically. Still isn't working. Also, if it matters, I am running as a normal user, no admin privileges.

Kudos0

Re: Problems with LiveUpdate?


a_p3rson wrote:

Also, this could possibly be a network wide issue. Are there any certain ports needed by LiveUpdate to function?


I could not tell you the range of ports that get used by the update process. However, I think though that the fastest way to resolving this is to uninstall and then reinstall NIS2010. If you use Identity Safe then backup your ID safe to an .npm file by using the "Backup identity Safe Data" link inside Settings.

You can download NIS 2010 from this link and save it to your PC.

www.norton.com/nis10

Once you have reinstalled then run liveupdate until there are no more updates to be downloaded. You may need to reboot your system after some updates are installed.

Your product activation key will be picked up automatically.

We look forward to the time when the Power of Love will replace the Love of Power. Then will our world know the blessings of peace. ~William Ewart Gladstone
Kudos0

Re: Problems with LiveUpdate?


a_p3rson wrote:

 


Here click on More info.

Let us know the error number.

Windows 10 Hungarian, Norton Internet Security v22.9.0.71
Kudos0

Re: Problems with LiveUpdate?


mdturner wrote:

I could not tell you the range of ports that get used by the update process. However, I think though that the fastest way to resolving this is to uninstall and then reinstall NIS2010. If you use Identity Safe then backup your ID safe to an .npm file by using the "Backup identity Safe Data" link inside Settings.

You can download NIS 2010 from this link and save it to your PC.

www.norton.com/nis10

Once you have reinstalled then run liveupdate until there are no more updates to be downloaded. You may need to reboot your system after some updates are installed.

Your product activation key will be picked up automatically.


As far as I know, I don't think that an NIS reinstall will fix it, as this appears to be network-wide.

Kudos0

Re: Problems with LiveUpdate?


a_p3rson wrote:

As far as I know, I don't think that an NIS reinstall will fix it, as this appears to be network-wide.


What do you mean by "network-wide"? The Symantec Network?

We look forward to the time when the Power of Love will replace the Love of Power. Then will our world know the blessings of peace. ~William Ewart Gladstone
Kudos0

Re: Problems with LiveUpdate?


mdturner wrote:
What do you mean by "network-wide"? The Symantec Network?

LAN-wide. I tried it on another computer with NIS 2010 in the network, and the same problem arose. Also, the recent internet server configuation leads me to believe it has to do with the network, but all other network/internet functions are working.

@PapauZ: The more info button doesn't work, as I stated before. I will try using it as an admin, will give results.

Kudos0

Re: Problems with LiveUpdate?

Hi a_p3rson,

What brand and model router are you using?  If it has a firewall it may be blocking ftp sites and that could affect LiveUpdate.

Kudos0

Re: Problems with LiveUpdate?


SendOfJive wrote:

Hi a_p3rson,

What brand and model router are you using?  If it has a firewall it may be blocking ftp sites and that could affect LiveUpdate.


Top-level router (one that was moved): Linksys WRT100 Wireless Router (using wired, however)

Previous top-level router (removed): Linksys BEFSX41

I can connect to the Symantec FTP server (along with all others) through both Windows and FF, so that isn't it.

Kudos0

Re: Problems with LiveUpdate?


a_p3rson wrote:

SendOfJive wrote:

Hi a_p3rson,

What brand and model router are you using?  If it has a firewall it may be blocking ftp sites and that could affect LiveUpdate.


Top-level router (one that was moved): Linksys WRT100 Wireless Router (using wired, however)

Previous top-level router (removed): Linksys BEFSX41

I can connect to the Symantec FTP server (along with all others) through both Windows and FF, so that isn't it.


HI a_p3rson,

It sounds like you recently replaced your router with a new one. Did this problem start around the time you put in the new router?

I would not rule out the possiblity of it being the router firewall. Have you tried disabling the firewall in the router to make sure?

Also, have you tried connecting your computer directly to the modem (bypassing the router)? When doing this you will most likely need to manually configure your computer to use the same IP address as the WAN IP address on your router.

Allen

Windows 7 Ultimate SP 1, 64 bit, 32 GB * NIS Vers. 21.6.0.32* Ghost 15 * IE 9, Firefox, Safari. Test laptop with W7 Home Premium 64 bit * NIS Vers. 21.6.0.32
Kudos0

Re: Problems with LiveUpdate?

After running as admin, I found the error to be (8921,301). It also takes me to the same page as on the Symantec website (here), only with the link to the virus definitions replaced with a "Run tool now" button.

After disabling the firewall (SPI), nothing seems to have changed. It appears that the options are running out...

Kudos0

Re: Problems with LiveUpdate?


a_p3rson wrote:

After running as admin, I found the error to be (8921,301). It also takes me to the same page as on the Symantec website (here), only with the link to the virus definitions replaced with a "Run tool now" button.

After disabling the firewall (SPI), nothing seems to have changed. It appears that the options are running out...


Did this problem start after changing your router? You might still want to bypass the router and connect your computer directly to make sure.

How long has this been occurring? If it has been a short time it is possible there could be a problem with the Live Update server. What general area do you live in?

Allen

Windows 7 Ultimate SP 1, 64 bit, 32 GB * NIS Vers. 21.6.0.32* Ghost 15 * IE 9, Firefox, Safari. Test laptop with W7 Home Premium 64 bit * NIS Vers. 21.6.0.32
Kudos0

Re: Problems with LiveUpdate?


AllenM wrote:
Did this problem start after changing your router? You might still want to bypass the router and connect your computer directly to make sure.

Allen


I tried disabling the router firewall, that didn't work. None of the computers in the network are able to directly connect to the modem (all desktops, location issue), not to mention they are all set up to work with the routers, not stand-alone.

This has been occuring for about 4 days, right after we switched the routers. If there is a problem with the LiveUpdate servers, is there a place which I can see which servers are affected?

Also, I have the computers setup not to use DHCP, everything is manually assigned. Just the fact that all our computers are desktops are away from the routers keep us from directly connecting.

Kudos0

Re: Problems with LiveUpdate?


a_p3rson wrote:

AllenM wrote:
Did this problem start after changing your router? You might still want to bypass the router and connect your computer directly to make sure.

Allen


I tried disabling the router firewall, that didn't work. None of the computers in the network are able to directly connect to the modem (all desktops, location issue), not to mention they are all set up to work with the routers, not stand-alone.


HI a_p3rson,

I would agree it does not sound like the router at this point. However it is almost always possible to connect the computer directly. It would just mean configuring the IP address on the computer manually instead of setting it for the default of using DHCP.

I edited my last response to add a follow on question.

Allen

Windows 7 Ultimate SP 1, 64 bit, 32 GB * NIS Vers. 21.6.0.32* Ghost 15 * IE 9, Firefox, Safari. Test laptop with W7 Home Premium 64 bit * NIS Vers. 21.6.0.32
Kudos0

Re: Problems with LiveUpdate?

HI a_p3rson,

Let's play it safe and make sure. Please run a full scan with the free version of MalwareBytes to ensure you don't have any sort of infection on your system.

This seems unlikely since it affects more than one computer but better safe than sorry I say.

Please download, install, update and run the free version of MalwareBytes following the procedure outlined below. Any other recommendations will follow after you have a chance to provide any other details requested.

Please go to www.malwarebytes.org

1. Download Malwarebytes’ Anti-Malware (mbam-setup.exe) free version and save it on your Desktop.
2. After downloading, double-click on mbam-setup.exe to install the application.
3. Follow the prompts and install as “default” only
4. Before the installation completes, check on the following prompts:
- Update Malwarebytes’ Anti-Malware
- Launch Malwarebytes’ Anti-Malware
5. Click “Finish.” The program will run automatically and you will be prompt to update the program before doing a scan. Please update.
6. Scan your computer thoroughly choosing a "full scan".
7. When scanning is finished click on “Show Results”
8. Make sure that all detected threats are marked with a check mark, click on "Remove Selected".
9. Restart your computer.

Please post the logs back to this thread using "add attchments" at the bottom.

Note: Sometimes the main site is blocked from attempts to download MalwareBytes. If this occurs please try to download from:
http://www.filehippo.com/download_malwarebytes_anti_malware/
Please do not download the Spyware Doctor which you will see on this page!

Thanks very much.

Allen

Windows 7 Ultimate SP 1, 64 bit, 32 GB * NIS Vers. 21.6.0.32* Ghost 15 * IE 9, Firefox, Safari. Test laptop with W7 Home Premium 64 bit * NIS Vers. 21.6.0.32
Kudos0

Re: Problems with LiveUpdate?

I also edited my response.

Kudos0

Re: Problems with LiveUpdate?

HI a_p3rson,

Thanks for the update to your last reply. Even though disabling the router firewall should have been enough to confirm I have to say I am still suspicious now that you have confirmed that the problem started at the time you changed your router.

Apart from disabling the firewall for testing, what other configuration changes have you made to the new router?

Thanks

Allen

Windows 7 Ultimate SP 1, 64 bit, 32 GB * NIS Vers. 21.6.0.32* Ghost 15 * IE 9, Firefox, Safari. Test laptop with W7 Home Premium 64 bit * NIS Vers. 21.6.0.32
Kudos0

Re: Problems with LiveUpdate?


AllenM wrote:

HI a_p3rson,

Thanks for the update to your last reply. Even though disabling the router firewall should have been enough to confirm I have to say I am still suspicious now that you have confirmed that the problem started at the time you changed your router.

Apart from disabling the firewall for testing, what other configuration changes have you made to the new router?

Thanks

Allen


The only real change was switching from a wireless and wired system on different subnets (not interacting with each other), to removing the wired router which handled the subnets and replacing with the wireless router (both on the same subnet, interacting with each other).

Kudos0

Re: Problems with LiveUpdate?

Malwarebytes is done. Here is the log for the scan (attached)

The only thing I find is a file which I put there, from a tool used to allow custom themes on Vista (a backup of the old file)

File Attachment: 
Kudos0

Re: Problems with LiveUpdate?


a_p3rson wrote:

AllenM wrote:

HI a_p3rson,

Thanks for the update to your last reply. Even though disabling the router firewall should have been enough to confirm I have to say I am still suspicious now that you have confirmed that the problem started at the time you changed your router.

Apart from disabling the firewall for testing, what other configuration changes have you made to the new router?

Thanks

Allen


The only real change was switching from a wireless and wired system on different subnets (not interacting with each other), to removing the wired router which handled the subnets and replacing with the wireless router (both on the same subnet, interacting with each other).


Liveupdate issueshave been known to be caused by weak/intermittent Wireless connections.

We look forward to the time when the Power of Love will replace the Love of Power. Then will our world know the blessings of peace. ~William Ewart Gladstone
Kudos0

Re: Problems with LiveUpdate?


mdturner wrote:
Liveupdate issueshave been known to be caused by weak/intermittent Wireless connections.


I realise this, however, I do not use the wireless internet connection: my computer is hardwired to the router (it's a wired/wireless combo).

Kudos1 Stats

Re: Problems with LiveUpdate?


a_p3rson wrote:

mdturner wrote:
Liveupdate issueshave been known to be caused by weak/intermittent Wireless connections.


I realise this, however, I do not use the wireless internet connection: my computer is hardwired to the router (it's a wired/wireless combo).


Hi a_p3rson

Have you tried doing a factory reset to default on your Router to undo whatever configuration changes have been done since installation (most routers do contain a facility to backup the configuration so you should do that before doing a factory reset)? Since it is happening on other NIS2010 machines on the network it seems that the router set up is the likely cause.

We look forward to the time when the Power of Love will replace the Love of Power. Then will our world know the blessings of peace. ~William Ewart Gladstone
Kudos0

Re: Problems with LiveUpdate?

Merged with existing thread.
Tony Weiss | Norton Forums Global Community Manager | Symantec Corporation
Kudos0

Re: Problems with LiveUpdate?

Hi,

Please try the following:

1. Log in to Router console page.
2. Go to Application & Gaming.
3. Go to DMZ.
4. Click Enabled.
5. Under Destination, for Choose IP Address, provide the local system IP address.
6. Save the settings (Router restarts after making the above changes).
7. Run Liveupdate.
8. If the problem persists, restart the computer and then run LiveUpdate again.

Vineeth

Kudos1 Stats

Re: Problems with LiveUpdate?

This is the second recent thread regarding issues with the Linksys WRT 100. Also see this thread about Virus Definition update problems.

Do you perhaps have any HTTP filtering enabled in the router? Can you provide a log.lue text file from one of the systems having the problem?

Reese AnschultzSenior Software Quality Assurance Manager, Symantec Corporation
Kudos0

Re: Problems with LiveUpdate?

I just went through the same problem with Norton tech support with my Linksys WRT100.

Case# 500435849

I didn't have the a couple of weeks ago.  After changing DMZ/gaming setting it worked.  But, I checked my wide's laptop and she was having the same problem.  So, I had to change the settings on the router/firewall to accommodate her.

The router setting will only allow for one destination.  This is an unacceptable solution for customers who have more than one PC behind the firewall.

Kudos0

Re: Problems with LiveUpdate?


reese_anschultz wrote:

This is the second recent thread regarding issues with the Linksys WRT 100. Also see this thread about Virus Definition update problems.

Do you perhaps have any HTTP filtering enabled in the router? Can you provide a log.lue text file from one of the systems having the problem?


As far as I know, there is no HTTP filtering on the router (I don't see any). However, I may be able to provide a log, just tell me where it is.

Kudos1 Stats

Re: Problems with LiveUpdate?

How do I disable the Cisco Web Assistant (CWA)?

http://linksys.custhelp.com/cgi-bin/linksys.cfg/php/enduser/std_adp.php?p_faqid=18038&p_created=1237777283

Hope it helps.

Pieter

Kudos0

Re: Problems with LiveUpdate?


PieterV wrote:

How do I disable the Cisco Web Assistant (CWA)?

http://linksys.custhelp.com/cgi-bin/linksys.cfg/php/enduser/std_adp.php?p_faqid=18038&p_created=1237777283

Hope it helps.

Pieter


That's not in the menu for the WRT100.

Kudos1 Stats

Re: Problems with LiveUpdate?

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