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Kudos2 Stats

Product Update: Norton Security support for El Capitan - OS X 10.11

I wanted to share an update on the status of support for the Norton Security client for Apple's El Capitan OS X 10.11 release.  We are in the final stages of wrapping up testing with the new release of OS X.  Apple has announced that the update to OS X will be available on Sept 30th and we expect to have updaters available for anyone running 6.3 a few days a head of that (tentatively set for Sept 28th).

The new client is already available in select channels. If you'd like to try it, you can download it from http://www.norton.com/setup

RELEASE SUMMARY for NORTON SECURITY OS X client 6.4

The 6.4 client update includes the following features:

POTENTIALLY UNWANTED APPLICATION (PUA) SUPPORT

In an effort to avoid detection as malicious applications, the authors of certain applications that serve only to deliver adware have adopted techniques that are intended to make them look like legitimate applications. For example they often present end user license agreements (albeit in extremely small font) to the user or piggyback their installation on the back of legitimate applications, in effect hiding behind such legitimate applications.

The new PUA flows in this client update are intended to bring such application installs to the attention of you our customer so that you are aware of the install and can chose to proceed with them or not. 

When such applications encountered by an automatic scan (typically on install) you will see a dialog box along the lines of the following.

When such applications are encountered by a manual or scheduled scan you will see a dialog box along the lines of the following: 

BUGS FIXED

In addition to many fixes made to ensure OX X 10.11 (El Capitan) support, numbers bug fixes where made to increase robustness of the client across the many diverse environments our customers run. These fixes included the following issues:

  • Phishing page template not displayed on accessing phishing website
  • "File not found" error message displayed on accessing blocked page
  • Product crashes on drag and drop of multiple folders to dock icon
  • Symdaemon crash observed on restart after applying patch
  • Unable to launch app from quick menu/applications after applying patch
  • Uninstall UI is not launched on remote uninstallation
  • PUA samples not detected on Auto Scan
  • Annotations not displayed for Google
  • Norton Security App hangs on file scan
  • In OS 10.7.5 Norton crash observed in Dispatch queue: com.symantec.UninstallerToolHelper.xpcq on uninstallation
  • Residues left after uninstall
  • Symdaemon crash observed when the network is disconnected and reconnected during renewal synch

IMPORTANT NOTE 

For users who have already upgraded to OS X 10.11 we have discovered an issue with Internet connectivity due to an issue in the current OS X Norton Security client 6.3. This is a known issue and tracked in forum issue (https://community.norton.com/en/comment/6652181#comment-6652181). If you are affected by this, then you will need to take the following steps (once the 6.4 patch updater has been released):

  1. Open Norton Security (6.3) => Advanced => Firewall => Connection Blocking => Turn OFF. 
  2. Reboot the computer. 
  3. Run LiveUpdate as to fetch the latest product.

Replies

Kudos0

Re: Product Update: Norton Security support for El Capitan - OS X 10.11

So who has a link that can pull in this patch NORTON SECURITY OS X client 6.4 I just can't seem to get it to download anything but the old ver that won't activate..  Please..

Kudos0

Re: Product Update: Norton Security support for El Capitan - OS X 10.11

Our goal has always been to provide support for El Capitan before its formal release date, now set for Sept 30th.

We are in the final stages of testing the update patches and still expect them to be published on Monday (Sept 28th). These patches will update OSX client versions 5.8 and 6.3.

If you have a Norton Security plan vs. the slightly older Norton Internet Security or Norton Antivirus plan, the new 6.4 client is already available for download from http://www.norton.com/setup

Monday's patches will address those on the older plans.

-Gerry.

Kudos0

Re: Product Update: Norton Security support for El Capitan - OS X 10.11

Garry, thanks for the reply. I did follow your link (new 6.4 client is already available for download from http://www.norton.com/setup) however the installation failed (Norton Internet Security). Product failed activation. Thanks anyway. I will have to wait till a version is released that will work with my macbook pro.

Kudos1 Stats

Re: Product Update: Norton Security support for El Capitan - OS X 10.11

To Norton tech team 

I was induced by @NortonSupport on Twitter to post the issue here.

Please see the conversation before you read below.-> https://twitter.com/NortonSupport/status/648771942393081856


Clean-installing the Norton Security (6.4f36) on OS X 10.11 (15A282a - Public Beta) is totally failed at this moment. However, some people succeeded in install process on 10.11 GM.

I'd like to confirm the specification of Mac which people can install the Norton Security v6.4 on.

I guess the difference between a success and a failure is the Dev seed (15A282b) or Public beta (15A282a) that I've not confirmed yet though.

My case:

1. Download 10.11 GM Candidate (at that time) for Public Beta testers from Mac App Store (15A282a)

2. Create install USB media using Terminal and boot from the stick. Instruction -> http://support.apple.com/en-us/HT201372

3. Erase a HD volume and install OS X on it (to create non-contaminated system volume).

4. Download Latest NS setup client here norton.com/latestnsmac

5. Unzip and run the setup client.

6. Failed.

7. You can open /Application/Norton Security.app which is created after install failure, and the version from its menu says v6.0, however the app version via Finder says 6.4.

I hope this discussion would be useless after the official public release of 10.11.

About my Mac:

iMac (27-inch, Late 2012) / 3.4 GHz Intel Core i7 / NVIDIA GeForce GTX 680MX 2048 MB

 -Hewz

Kudos0

Re: Product Update: Norton Security support for El Capitan - OS X 10.11

I cannot get NAV 12.8 to start.  Receive 'AntiVirus Auto-Protect could not load the scan engine'

'Please run LiveUpdate to get the latest version.'

I have done that and no update.  Already running v12.8 (40) NAV

Have installed N360MD

Kudos0

Re: Product Update: Norton Security support for El Capitan - OS X 10.11

My case is the same. NIS5.8 can not start .

===

1.Install 10.11 GM.
2. Update NIS 5.7 to 5.8
    Live Update
3. NIS 5.8 AntiVirus can not start
    'AntiVirus Auto-Protect could not load the scan engine'

    Firewall won't open.

4. Contacted to Norton support.
    Re-Install (w/Remove Tool)
    But failed.
       'AntiVirus Auto-Protect could not load the scan engine'  

Kudos0

Re: Product Update: Norton Security support for El Capitan - OS X 10.11

I am now having issues with Live Update.

Starts with 3 files of 194Mb then keeps jumping up number of files and size. 

Finally gets to over 2GB then shows message that it fails.

Kudos0

Re: Product Update: Norton Security support for El Capitan - OS X 10.11

Hello Zzar,

Are saying once you installed N360MD on a Mac it is working but not a NAV version? We ship NIS with N360MD but not NAV. Please provide more information.

Regards

Kudos0

Re: Product Update: Norton Security support for El Capitan - OS X 10.11

Hi ucchi,

Please private message me and I will help you out. Thank you for your patience.

Regards.

Kudos0

Re: Product Update: Norton Security support for El Capitan - OS X 10.11

I have Norton 360 Multi Device.

I cannot open Firewall when trying to open it and NAV scan engine won't start.

See screenshots zipped and attached.

File Attachment: 
Kudos0

Re: Product Update: Norton Security support for El Capitan - OS X 10.11

Hello Zzar,

Sorry for the inconvenience caused. We see multiple issues in the problem that you are facing. To troubleshoot more into it, please follow the below instructions:

  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: Product Update: Norton Security support for El Capitan - OS X 10.11

Hi was on the phone to support a few hours ago and they have confirmed that the current version is not working and to wait until advised.  Grrrr

Kudos0

Re: Product Update: Norton Security support for El Capitan - OS X 10.11

I was having the same problem with NIS and the scan engine and I just did a complete uninstall and installed again and this time all components including NAV are working. Not sure why but at least it's one more data point.

Kudos0

Re: Product Update: Norton Security support for El Capitan - OS X 10.11

Additional report:

After installation of the latest OS X 10.11 (15A284), the Norton Security v6.4 works well.

This OS X build saved the bother of inspection. Finally.

Thank you, Norton team.


-Hewz

About my Mac:

iMac (27-inch, Late 2012) / 3.4 GHz Intel Core i7 / NVIDIA GeForce GTX 680MX 2048 MB

Kudos0

Re: Product Update: Norton Security support for El Capitan - OS X 10.11

Hi Zzar,

I've been working with Rajesh on analyzing your issues.  There's another file that might shed some insight into the virus defs issue.  Please select this file in FInder:

/Library/Application Support/Symantec/AntiVirus/engine.mfst

Then select "Compress" from Finder's file menu.  This should create a zip file containing the above file, which can be attached to a reply to this message (or you can send it to me privately).

Thanks, and sorry for the issues

Lee

Kudos0

Re: Product Update: Norton Security support for El Capitan - OS X 10.11

Thanks for the update. Got mine up and running smoothly. Glad that all the patches are fixed. 

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