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Kudos0

Unable to download, install, or update. "Device Information Unavailable" from manage.norton.com

Restoring a system today - everything worked except for Norton. Initially it came up, but would not update a new set of definitions. Since the standard has always been to re-install it, I did. It failed half way through the install. Now - nothing works.  Live update works from another system. I can ping all the LiveUpdate services (at least the Akamai servers are responding!). So - I'm assuming there is something wrong with the service which authenticates who has what. 

Anyone know where there is an update page which tracks what Norton services are up or down? Anyone know what the problem is, and when there will be a resolution? 

Replies

Kudos0

Re: Unable to download, install, or update. "Device Information Unavailable" from manage.norton.com

Hello MadMac89,

The procedure followed for restoring Mac is not been mentioned clearly.  However, would you try removing Norton completely from Mac and do a fresh install by following the below procedures?

1.  Remove Norton as per the instructions at http://www.symantec.com/docs/TECH103489

2.  Login to manage.norton.com, download the Norton installer and initiate the installation

Please let me know if you run into any issues.

Haridharan Nattamai Gangadharan Sr. Software Engineer Endpoint Protection for Mac Symantec
Kudos0

Re: Unable to download, install, or update. "Device Information Unavailable" from manage.norton.com

I spent four hours with escalated support, this was not resolved with this or any other cleanup method we could find. The process to get into this problem - is to install 10.8 from the internet recovery partition, and then restore 10.11 over the top of it from a Time Machine backup. There does not appear to be a methodology to fix this yet, and we never did establish root cause. I suspect this is a security issue with the sandboxing of Kext files, as there were great difficulties uninstalling the Symantec kernel drivers - and it is known that Apple fenced off many things - even root - from a large number of kernel / internals. 

The solution is to do a **bare metal install** of 10.11, and restore each user needed from Time Machine. We could not get the Macbook Pro in question to boot from a 10.11 thumb drive, so the sequence was to install 10.8 from Internet Recovery, download and Install 10.11 over that image so that 10.11 updates the recovery partition. Boot to the 10.11 recovery partition, erase the 10.8 to 10.11 primary image partition, and then install 10.11 to the primary partition. 

Essentially, everyone should assume that Symantec/Norton is not supported on a 10.8 to 10.11 upgrade of OSx. 

Kudos0

Re: Unable to download, install, or update. "Device Information Unavailable" from manage.norton.com

Hello MadMac89,

Sorry about the problems you have with the upgraded OS X.  I have sent you a private message requesting for certain information.  Please see that and respond.  Thanks!

Haridharan Nattamai Gangadharan Sr. Software Engineer Endpoint Protection for Mac Symantec

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