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Kudos19 Stats

Product Update Information: 18.5.0.125 for Norton Internet Security 2011 and Norton AntiVirus 2011 (December 13th, 2010)

All,

There have been several reports on the forums where after applying the Norton Internet Security/Norton AntiVirus 18.5 patch, the Norton product may lock up or cause the system to become unstable.

While this issue only seems to affect a small number of installations, we're still taking this issue seriously and are quickly researching the cause of this problem.

We will be halting the throttled LiveUpdate release of 18.5 for the time being, as well as halting the distribution of 18.5 through the Norton Update Center while we investigate these issues.

If you are experiencing this issue and would like to assist us in gathering information (debug logs and process dumps) for this issue, please post a response in THIS THREAD. In order to assist us, you MUST be running 18.5. The more logs and dumps we get, the more information we have that will help us make the proper corrections.


(Update: Thank you everyone for sending us the requested information! We should be able to pinpoint the issue and work towards a solution. We do not need any additional logs or dumps at this time)

If you are having these issues and need to revert your system back to 18.1, simply uninstall 18.5 using Control Panel (or Uninstall from the Norton Product Program Group), and reinstall 18.1 from the following locations:

Norton Internet Security 18.1 - http://www.norton.com/nis11

Norton AntiVirus 18.1 - http://www.norton.com/nav11

Some users are reporting troubles uninstalling. Try uninstalling from Safe Mode. If that fails, you can use the Norton Removal Tool.

If you have 18.5, but are not experiencing any issues, it is advised that you remain on 18.5.

We will update this post when we have more information. 

Replies

Kudos0

Re: Product Update Information: 18.5.0.125 for Norton Internet Security 2011 and Norton AntiVirus 2011 (December 13th, 2010)

All,

There have been several reports on the forums where after applying the Norton Internet Security/Norton AntiVirus 18.5 patch, the Norton product may lock up or cause the system to become unstable.

While this issue only seems to affect a small number of installations, we're still taking this issue seriously and are quickly researching the cause of this problem.

We will be halting the throttled LiveUpdate release of 18.5 for the time being, as well as halting the distribution of 18.5 through the Norton Update Center while we investigate these issues.

If you are experiencing this issue and would like to assist us in gathering information (debug logs and process dumps) for this issue, please post a response in THIS THREAD. In order to assist us, you MUST be running 18.5. The more logs and dumps we get, the more information we have that will help us make the proper corrections.


(Update: Thank you everyone for sending us the requested information! We should be able to pinpoint the issue and work towards a solution. We do not need any additional logs or dumps at this time)

If you are having these issues and need to revert your system back to 18.1, simply uninstall 18.5 using Control Panel (or Uninstall from the Norton Product Program Group), and reinstall 18.1 from the following locations:

Norton Internet Security 18.1 - http://www.norton.com/nis11

Norton AntiVirus 18.1 - http://www.norton.com/nav11

Some users are reporting troubles uninstalling. Try uninstalling from Safe Mode. If that fails, you can use the Norton Removal Tool.

If you have 18.5, but are not experiencing any issues, it is advised that you remain on 18.5.

We will update this post when we have more information. 

Kudos4 Stats

Re: Product Update Information: 18.5.0.125 for Norton Internet Security 2011 and Norton AntiVirus 2011 (December 13th, 2010)

All,


If you are currently running 18.5 and are experiencing the locking issue, please send me a Private Message if you would like to try out a possible solution. 

Accepted Solution
Kudos11 Stats

Re: Product Update Information: 18.5.0.125 for Norton Internet Security 2011 and Norton AntiVirus 2011 (December 13th, 2010)

All,

We have released an update through LiveUpdate that corrects this issue. 

If you are unable to run LiveUpdate, please follow the steps in the first post in this announcement to revert back to 18.1. When we re-release 18.5 through LiveUpdate, you will not be affected with the lockup issue.

If you are running 18.5 currently and are not experiencing any issues, you do not need to take any action. 

Please see this Support Document for more information. 

We will repost the 18.5 release announcement once we resume our throttled patch release. 

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