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Kudos0

Virus Definition out of date but live update says all products and components are up-to-date

I have Norton Security Suite 22.9.4.8 from Comcast on Windows 10 Creator's Edition. I hold Cisco and Microsoft security certifications and not a novice when it comes to Windows Security. Over the last couple of days I get the message your virus and spyware definitions are not up to date. Your PC is at risk of infection. FIX NOW. so I click the fix now button LiveUpdate runs and tells me LiveUpdate finished no updates found. When I click the okay button it tells me fixed has failed.

I have already tried the uninstall and update tool as well as the auto detect. I'm about to dump this product and use Defender exclusively.

Replies

Kudos1 Stats

Re: Virus Definition out of date but live update says all products and components are up-to-date

Have you looked at History - Live Updates and see if it shows any errors?

Jim 

Kudos0

Re: Virus Definition out of date but live update says all products and components are up-to-date

I just checked and all Norton services are running. All Firewall setting are okay as well.

This is the last LiveUpdate Entry in my History

File Attachment: 
Kudos1 Stats

Re: Virus Definition out of date but live update says all products and components are up-to-date

Look like that Product Update hosed Norton.

History will only record a Live Update session if it finds something and either is successful or fails.

Looks like Live Updates have not found anything since that product update so no history.

If a clean install don't fix it, I don't know what will. 

Maybe a Guru or Norton staff will check in here as it is above my pay grade.

Jim 

Kudos0

Re: Virus Definition out of date but live update says all products and components are up-to-date

I'm removing and re-installing again. This has become a real chore. Here is hoping 3rd time is a charm or am I just slipping further into insanity hoping that doing the same thing over and over again would yield a different result.

Kudos1 Stats

Re: Virus Definition out of date but live update says all products and components are up-to-date

Hello

Have you tried Customer Support?

www.norton.com/contactcs           Official Norton Customer Support

Thanks.

Success always occurs in private and failure in full view. Windows 10 Pro 64 bit Norton Core Security Plus 22.18.0.213 Core Firmware 282 I E 11 Chrome latest version.
Kudos1 Stats

Re: Virus Definition out of date but live update says all products and components are up-to-date

As this is a Comcast version, we should ask our resident Comcast guru @yank to look in here.

My only suggestion would be to verify that the system date, time, and time zone are correctl.

Things happen. Export/Backup your Norton Password Manager data.
Kudos1 Stats

Re: Virus Definition out of date but live update says all products and components are up-to-date

Hello Jdgremsjr,

Hi PhoneMan Jim,

I got hosed a little over two years ago. Jdgremsjr described what happened after I spent weeks recovering from a LiveUpdate FAIL that turned on AutoFix. and AutoFix would not turn off. I was on Narrow Band (Dial-up). I had to pay for a second 300 hours of connect time: Network Cost Awareness Network Cost Un-Awareness. Each time-consuming LiveUpdate & Autofix and Technical support and DL a executable fix-it file of all protections updates, 32 bit and 64 bit versions that each change daily, and last time I checked, they were about half a gigabyte each, nothing worked when I downloaded nor when I got both versions using a friend's cable Broadband connect across town with a bus transfer downtown each way.

Norton Tier II (on-shore) support didn't know where/what Norton file the true/false bit, 0 or 1 was located and gave me the executive 'I don't know' using fewer words "that's Proprietary" at the end of the support call.

You have been Drafted into:

"Phased Release" (Beta+)

Attention Norton Moderator: This qualifies as 'TELEMETRY' of a problem with AutoFix and/or LiveUpdate, or Comcast Branded Norton new version failed to synchronize/notify Windows 10 Creator that it was on the job.

You, Jdgremsjr, MAY still have the install DL from before this version somewhere on your system. Find it, copy it to outboard-air gapped back-up storage. Do the same for your current installation of your product. Contact Comcast support to find where their Branded & included in your ISP subscription Norton INSTALL files are, if you don't know. Give Comcast a heads up later if you DO know how to find it on your own.

Win 7 has 'Recovery' that 'rolls back' the system to an earlier point and has 'Recovery' and 'un-do-it'. If Win 10 Creator has a similar feature and other programs that it would affect are ok with you, try it an see if you're back to the previous working version of Norton and run LiveUpdate from that point: (the bad code may have been pulled)

OR

Alternately TURN OFF / DISCONNECT from the internet and run that install SW, it will prompt you about removing what's there and keeping or discarding settings. Follow those prompts and restarts while OFF-LINE. Check what the Norton version is before going on-line to run LiveUpdate from that point: (the bad code may have been pulled)

OR

Download a the current installer from Norton it may be the previous working version not what came from LiveUpdate Phased Release (post Beta). Check what the Norton version is and run LiveUpdate from that point: (the bad code may have been pulled)

Repeat as needed to get to the current protection updates.

If the error persists, give Comcast that HEADS UP and that makes it in Comcast's interest to get Norton to ESCALATE, fix it and you get $ per day or part thereof for safe ISP service that was provided Not as DESCRIBED. The $/day credit for service-not phone call will be to the Comcast billing/CS department AFTER the problem is fixed. The Escalation from Comcast to Norton will be delegated to Comcast Technical Support Department. Hopefully they have more clout and the Comcast CS are on the clock.

If the Recovery or Install Old SW works right away you may $till call Comcast (Xfiniti is the new brand name) billing and make your reque$t for credit in consideration of for the Heads up of the problem and the fix.

Pro bono for you  I'll market the protocol to my ISP.

J

Kudos1 Stats

Re: Virus Definition out of date but live update says all products and components are up-to-date

Hi jdgremsjr,

You mentioned remove and reinstalled - did you following the instructions in the following FAQ:  It is imperative to run the Norton Removal Tool after uninstalling product in the normal manner:

http://forums.comcast.net/t5/Security-and-Anti-Virus/How-To-Uninstall-Reinstall-Norton-Security-Suite-after-a-problem/m-p/870735#U870735

Also contacting Comcast Support will be of little help with a Norton problem.  Please contact Norton Support and ensure you tell them you are running the Comcast Version.

https://support.norton.com/sp/en/us/norton-security-suite/5.0/contact?abproduct=Norton+Security+Suite&abversion=5.0&entsrc=redirect_pubweb&ispid=1122&pvid=f-nss

Please let us know how things go and also if peterweb's suggestion to verify system time /date is correct.

Kudos0

Re: Virus Definition out of date but live update says all products and components are up-to-date

Just an update, I created a new local Windows Profile, after I ran remove and re-install, and the Norton removal tool. I re-installed from the new profile. I then ran LiveUpdate 5 or 6 times until LiveUpdate told me there was no more updates. I did this last night. So far so good on both the Microsoft Account Profile and the local account, but when uninstalling before, it was okay until the regularly scheduled update check. So I'm taking a wait and see attitude. If it screws up again, I'll just remove it and use Defender backed by MalwareBytes Anti-Malware.

Kudos0

Re: Virus Definition out of date but live update says all products and components are up-to-date

Hello Jdgremsjr,

Has the data that showed in History

File Attachment: 

screen4.pdf

changed, or does it still indicate updating the old product: N360? That could have been the 'out of sync' issue.

J

Kudos0

Re: Virus Definition out of date but live update says all products and components are up-to-date

jdgremsjr,

FWIW:  5 or 6 runs of LiveUpdate (LU) is about right for the updates from the download URL in the FAQ. 

Automatic LU is scheduled to run every hour - however if there are no downloads, then the entry will not be in your History.  A download or a failed download is all that will show in your History - so if it skips  some hours that is normal.

You can look back thru the 5 or 6 runs of LU and see if the N360 Product Update is included, although as long as you are on version 22.9.4.8, all should be good.

Please do keep an eye on things for the next couple of days.

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