@HarryP - just trying to get Harry's attention to look at DD's last post!
yank wrote:@HarryP - just trying to get Harry's attention to look at DD's last post!
Thanks for your help.
FYI, I am also communicating with HarryP via the forum PM email system here...he asked me to post the Log.Lue files here, because a file attachment option is not available in the Forum PM system.
Unfortunately, it took him 5 days to respond to my most recent inquiry, so this may take some time to analyze. I'm not sure what the Log.lue file will show, other than todays one/first failed Norton Smart Virus Definition X64 installation failure via Automatic Live Update since installing NAV Version 21.2.0.38.
I hope I can get some help soon, as I think I'm about ready to throw in the towel. My physical and mental well-being is suffering because of this now-5-month-long nightmare.
DD
DD - Great to hear you are in contact by PM with HarryP - just trying to be sure he is aware of your post - of course it is getting late on a Friday!
Since this problem persists, in spite of and following a full cleaning of NAV Version 20.4.0.40 and installation of NAV Version 21.2.0.38 per yanks instructions, I will next be undertaking the uninstallation of Microsoft update KB 2762895 , per Apostolos' instructions.
DD
NAV Version 21.2.0.38
2010 Milwaukee PC Desktop - Windows 7 64 Bit Sp1
and
NAV Version 21.1.0.18
2013 Dell 17R 5720 Inspiron Laptop - Windows 7 64 Bit Sp1
Sorry it didn’t help - good luck with the rest of the troubleshooting!
yank wrote:
Sorry it didn't help - good luck with the rest of the troubleshooting!
Thanks again yank for all of your help. If something comes to mind in the future that you think might still be of help, that hasn't already been unsuccessfully tried, please let me know.
DD
" am attaching the Log.Lue File for Norton Technician HarryP, so that he may be able to troubleshoot the reason for these Incremental Norton Smart Virus Definition X64 file installation failures. "
..... and after sending some Log.lue files for several days I'm more or less sure that you will be asked to run a small program from Symantec to gather additional logs.
Typical scenario.....
Best of luck.
Regards,
Dubble__D wrote:
Apostolos wrote:"
Hi DD,
Let's hope you do not have a very sophisticated Rootkit installed on your systems operating in stealth mode, therefore not detected by NAV heuristics scan and quietly corrupt the NAV defs.
Regards,
I certainly hope not. The fact that this same, identical problem began happening at about the same time on both of my PCs, located in 2 different geographic locations, used by 2 different people, running 2 different versions of NAV, leads me to believe that this is not virus-related. The chances that sophisticated Rootkit operating in stealth mode could have infected both PCs at the same time seems inconceivable/unfathomable/unlikely to me.
FYI, these Incremental Norton Smart Virus Definition X64 file installation failures are random, and don't happen every time. In other words, there are times when the Incremental Norton Smart Virus Definition X64 file installs successfully. I'd say that these Incremental Norton Smart Virus Definition X64 file installation failures are happening about 40% of the time.
If there is a sophisticated Rootkit operating in stealth mode, wouldn't it corrupt the NAV defs continuously, causing a 100% Incremental Norton Smart Virus Definition X64 file installation failure rate?
Also FYI, there is no "file-sharing" between the 2 PCs which could have potentially transferred a sophisticated Rootkit from 1 PC to the other.
DD
FYI, just downloaded and scanned my system with Malwarebytes Anti-Rootkit BETA and Kaspersky TDSSKiller Version 3.0.0.26. My system scans with these 2 utilities were both clean...no rootkit malware infections found.
DD
After some additional thought on this issue, thanks to twixt, I may try a second full cleaning/installation of NAV.
twixt "Full Pull" cleaning/installation instructions differ slightly as follows :
1) Use of the Norton Removal Tool 2 times...
"Once you have removed using the latest NRT - and that means today's NRT - with at least 2 runs and reboots in between - as well as one extra reboot at the end of the removal cycle to ensure the Registry is normalized"
2) Downloading the latest NAV version from within your Norton Account, guaranteeing a current NAV "installer" ...
"The most common reason for incrementing the installer itself is to fix inconsistencies, errors or omissions in the Registry-reconstruction process that occurs during the install process. This is one of the reasons Symantec suggest updating to the "latest version" of NIS - by downloading from within your Norton Account. This guarantees you'll get the latest-'n-greatest package - with all the current installer bugfixes available."
It seems to me that neither one of these "tweaks" to yanks cleaning/installation instructions would do harm. So, at this point, what have I got to lose? I'm desperate, as I need to find a solution soon for this identical problem that is affecting both of my PCs!!
Opinions are certainly welcome on the viability/efficacy of these 2 "tweaks".
In other words, is there a material difference in downloading and installing the latest NAV version from within my Norton Account versus downloading/installing directly from the Latest NAV Download Link.
And, is it materially beneficial to run the Norton Removal Tool 2 times? (thanks Yank for already weighing-in on this issue).
DD
NAV Version 21.2.0.38
2010 Milwaukee PC Desktop - Windows 7 64 Bit Sp1
and
NAV Version 21.1.0.18
2013 Dell 17R 5720 Inspiron Laptop - Windows 7 64 Bit Sp1
DD,
Did you uninstall the Microsoft update???
Apostolos wrote:DD,
Did you uninstall the Microsoft update???
Not yet.
I'm just game-planning while I await for only the 2nd Incremental Norton Smart Virus Definition X64 Update to be installed via Automatic Live Update since installing NAV Version 21.2.0.38 yesterday. I want to first see how that goes before I remove Microsoft update KB 2762895.
Message 349 is a contingency plan if/when the removal of Microsoft update KB 2762895 is also exonerated as the cause of this problem. With my extremely bad luck with this now 5-month problem, it too will be exonerated like all others tried up to this point, so I want to explore/exhaust all other options before doing a possible OS reinstall (which I dread the thought of having to do on both of my PCs).
DD
DD,
You do not follow instructions and it's very frustrating, (to be polite), it takes no longer than 5 mins reboot included, to uninstall this update and test.
I have very hard time understanding your logic, if any... troubleshooting is not your best domain obviously.
You mentionned uninstall again & use NRT twice, you can use it 150 times it will make no difference I bet on this.
When the Microsoft update will be uninstalled, if it will be, I may get back to you if I still have the desire. (which I highly doubt).
Bye,
Apostolos wrote:DD,
You do not follow instructions and it's very frustrating, (to be polite), it takes no longer than 5 mins reboot included, to uninstall this update and test.
I have very hard time understanding your logic, if any... troubleshooting is not your best domain obviously.
You mentionned uninstall again & use NRT twice, you can use it 150 times it will make no difference I bet on this.
When the Microsoft update will be uninstalled, if it will be, I may get back to you if I still have the desire. (which I highly doubt).
Bye,
Thanks for your reply.
I gave you 100% assurance that I will be removing Microsoft update KB 2762895 in Message 333. FYI, I have not changed that stance.
I will once again give you 100% assurance that I will remove Microsoft update KB 2762895 , by the end of today, regardless of whether or not another Incremental Norton Smart Virus Definition X64 Update is downloaded via Automatic Live Update today.
Toward that end, I also will report back here as soon as I remove Microsoft update KB 2762895, per your instructions.
In addition, thanks for weighing-in on the issue of whether-or-not a 2-run sequence of the Norton Removal Tool is needed/beneficial to ensure a "cleaner" system versus the "cleanliness" of a system following just a single Norton Removal Tool run. Your opinion is very valued as I plod along here.
As an aside, and to conclude this message, please don't misunderstand what I was trying to say in Message 351 above. I hope and pray that your advise to remove Microsoft update KB 2762895 is a successful one. And I also greatly value your help here (please refer again to Message 337).
I blame my lack of success in finding a solution to this ongoing problem on MY BAD LUCK!
Regards,
DD
Apostolos wrote:DD,
Looks like the LU repair dowloaded the Intelligent Updater and ran it.
Also, can u check if you have the Microsoft update KB 2762895 installed on your pc??
If so, please uninstall it & reboot. (you can install it again at a later time).
Wait untin NAV LU downloads an incremental Smart defs update and see if it installs correctly).
Post back.
Regards,
As a follow-up to Message 353 above, I just discovered something odd.
When using the "View Installed Updates" feature located in Control Panel's "System and Security" pane (Control Panel > System and Security > click on "view installed updates", which then brings up Control Panel > Programs > Programs and Features > Installed Updates ), Microsoft update KB 2762895 is shown as having been installed on my PC on 12/10/12. FYI, the "View Installed Updates" feature under Control Panel's "Windows Update" is also used to remove individual Windows Update components.
This "View Installed Updates" feature under Control Panel's "Windows Update" is what I had been using this week to identify Microsoft update KB 2762895 for removal.
All fine and good.
Just now however, I discovered when using the "View Update History" feature under Control Panel's "Windows Update" (Control Panel > System and Security > Windows Update . View Update History) that Microsoft update KB 2762895 is shown to have been installed on my PC both on 11/28/12 and 12/10/12.
How is it possible for Windows Update to install the same Windows Update component twice? In examining my Windows Update History, I see no other incidence of a duplicate Windows Update component installation like what happened with Microsoft update KB 2762895.
All the more reason to uninstall Microsoft update KB 2762895, which I will be doing immediately.
DD
Update:
Microsoft update KB 2762895 has been uninstalled, per Apostolos' instructions. Microsoft update KB 2762895 no longer appears as an installed Windows Update. So, the double-installation of KB 2762895 cited in Message 354 above was addressed with KB 2762895's just completed removal.
However, in performing a subsequent manual "Windows Update" following the removal of Microsoft update KB 2762895, Windows Update now says that there are "no updates available for my computer".
So now I'm confused/concerned as to why Microsoft update KB 2762895 was not identified (by todays just completed manual Windows Update) as available for installation?
In other words, how can Microsoft update KB 2762895 be reinstalled (if needed) if Windows Update is not currently identifying/providing it as an available update (following its just-completed removal)?
FYI, there were 2 "Norton Error Reporting Submission" entries in the "Security History" subsequent to the system reboot which followed the Microsoft update KB 2762895 removal. I will also be reporting back immediately with additional test results from the Microsoft update KB 2762895 removal, to include the status of the Incremental Norton Smart Virus Definition X64 File Update installations via Automatic Live Update, once they become available.
DD
If you have any concerns for the update, this is easily addressed: http://www.microsoft.com/en-us/download/details.aspx?id=35782
Note that the link is for W7, x64 systems, for x32 you should be able to find the appropriate one.
"there were 2 "Norton Error Reporting Submission"
Can you describe the errors??
Apostolos wrote:
"there were 2 "Norton Error Reporting Submission"
Can you describe the errors??
Thanks for your help.
The "Advanced Details" section within the "Security History" is quite detailed regarding these "Norton Error Reporting Submissions". Is there specific information that I can provide you with, that you might be looking for, that would be of help to you in determining their cause? Such as...
Example: Error Class - 0x3F939CB8
FYI, there was only 1 of these errors following reboot (I misread); However, there have now been a total of 11 "Norton Error Reporting Submissions" since NAV Version 21.2.0.38 was installed Thursday.
Ironiclly, although "Norton Error Reporting Submissions" are supposedly quite common and don't necessarily indicate a serious problem, FYI I didn't experience any of these "Norton Error Reporting Submissions" before Thursdays NAV Version 21.2.0.38 installation while using NAV Version 20.4.0.40 on my 2010 Milwaukee PC Desktop - Windows 7 64 Bit Sp1.
DD
NAV Version 21.2.0.38
2010 Milwaukee PC Desktop - Windows 7 64 Bit Sp1
and
NAV Version 21.1.0.18
2013 Dell 17R 5720 Inspiron Laptop - Windows 7 64 Bit Sp1
Any updated status??
Regards,
Apostolos wrote:
Any updated status??
Regards,
I've had just 1 Incremental Norton Smart Virus Definition X64 file come through in the past 24 hours, since Microsoft update KB 2762895 was uninstalled, per your instructions., and that was yesterday afternoon. Unfortunately, as my bad luck would have it, it came through (and installed successfully) via Manual Live Update (which was the only MU I've done since Microsoft update KB 2762895 was uninstalled).
FYI, the only other Automatic Live Update I've had since Microsoft update KB 2762895 was uninstalled was earlier this morning, and that did not include the Incremental Norton Smart Virus Definition X64 file. It was also successful.
So, I'm still waiting for the next Incremental Norton Smart Virus Definition X64 file via Automatic Live Update for testing purposes.
The weekends seem to have far fewer file updates than the weekdays, for some reason.
While waiting, I've compiled the following to summarize and consolidate what is happening with this problem.
Problem Characteristics Summary:
1) The Incremental Norton Smart Virus Definition X64 file installation failures occur most often, but not always, during Automatic Live Update.
2) When the Incremental Norton Smart Virus Definition X64 file installation failures occur, often times one or more of the other "sister" files also fail to install.
3) When the Incremental Norton Smart Virus Definition X64 file is not included in the Automatic Live Update (Example - Automatic Live Update downloads Reputation Revocation List, Safe Web Statistics, and IPS Definitions only) Automatic Live Update is nearly 100% successful!
4) Manual Live Update seems to be more effective at installing the Incremental Norton Smart Virus Definition X64 file than Automatic Live Update.
5) Following the Incremental Norton Smart Virus Definition X64 file installation failures (in NAV Versions 20.4.0.40 and 21.1.0.18), Live Update downloads/installs the Norton Smart Virus Definition X64 file full (198+MB). This can happen daily, and has happened several times/day.
6) Since installing NAV Version 21.2.0.38, the sequence/scenario described in #5 above has differed slightly in the one Automatic LU Incremental Norton Smart Virus Definition X64 file installation failure that has happened since the NAV Version 21.2.0.38 installation. Unlike the previous scenarios documented in this thread the past 5 months and described in #5 above, this time the Norton Smart Virus Definition X64 file full (198+MB) was not subsequently downloaded/installed following the initial installation failure of the Incremental Norton Smart Virus Definition X64 file; instead only the Incremental Norton Smart Virus Definition X64 file (618.66KB) was downloaded/installed successfully.
So, the mystery remains as to what is causing these Incremental Norton Smart Virus Definition X64 file installation failures, which are happening on 2 different PCs, located in 2 different cities, using NAV Versions 20.4.0.40, 21.1.0.18, and now 21.2.0.38? It is clear that the Incremental Norton Smart Virus Definition X64 file download/installation is the culprit to this now 5-month problem affecting both of my PCs, as outlined above, and that the Incremental Norton Smart Virus Definition X64 file is the problematic file!!
DD
NAV Version 21.2.0.38
2010 Milwaukee PC Desktop - Windows 7 64 Bit Sp1
and
NAV Version 21.1.0.18
2013 Dell 17R 5720 Inspiron Laptop - Windows 7 64 Bit Sp1
Update:
Microsoft update KB 2762895 has been exonerated as the cause of this problem.
I just received my first Incremental Norton Smart Virus Definition X64 file via Automatic Live Update since Microsoft update KB 2762895 was uninstalled, per Apostolos instructions.
Unfortunately, it once again did not go well.
Incremental Norton Smart Virus Definition X64 file installation again failed (via Automatic Live Update - 494.46KB). Pulse Updates installed successfully (578B), aa did Norton Safe Web Statistics (2.78KB)
Manual Live update subsequently successfully downloaded/installed the Incremental Norton Smart Virus Definition X64 file (494.46KB).
So, todays failure mirrors Fridays Failure. I have now had 2 out of 2 Incremental Norton Smart Virus Definition X64 file installation failures (via Automatic Live Update) in only 2 attempts since installing NAV Version 21.2.0.38 on my 2010 Milwaukee PC Desktop - Windows 7 64 Bit Sp1. Thats a .000 batting average!
I am attaching a 2nd Log.Lue File for Norton Technician HarryP, which contains todays failure, so that he may be able to troubleshoot the reason for these Incremental Norton Smart Virus Definition X64 file installation failures which have been happening on 2 different PCs, located in 2 different cities, using NAV Versions 20.4.0.40, 21.1.0.18, and now 21.2.0.38, since early last November!!
DD
NAV Version 21.2.0.38
2010 Milwaukee PC Desktop - Windows 7 64 Bit Sp1
and
NAV Version 21.1.0.18
2013 Dell 17R 5720 Inspiron Laptop - Windows 7 64 Bit Sp1