Hi
I'm running NIS 5 on Max OS X Lion and suddenly cannot run a scan. I get the error "the scan failed because of a scan engine problem. Run Live Update to get the latest version". I see on the forum that others have had this problem, and I tried entering the command in Terminal:
sudo rm -f /private/var/db/com.symantec/Symantec.keychain
and it seems to work (i enter my password and get back the command prompt, so I guess it worked). But this isn't resolving the problem. How to I re-activate NIS 5? Now the AV wont run, and the firewall also is off! I've tried entering the command in Terminal twice and restarting both times. No joy.
Jen
Hi
I'm running NIS 5 on Max OS X Lion and suddenly cannot run a scan. I get the error "the scan failed because of a scan engine problem. Run Live Update to get the latest version". I see on the forum that others have had this problem, and I tried entering the command in Terminal:
sudo rm -f /private/var/db/com.symantec/Symantec.keychain
and it seems to work (i enter my password and get back the command prompt, so I guess it worked). But this isn't resolving the problem. How to I re-activate NIS 5? Now the AV wont run, and the firewall also is off! I've tried entering the command in Terminal twice and restarting both times. No joy.
Jen
Hi Jen2010,
Have you previously used any other version of Norton Intenret Security on this computer?
Also can you tell me what did you use, to uninstall Norton Intenret Security 5 from your computer?
Regards,
Rv
HI
I did previously install NIS 4 (which Comcast said wasn't completely compatible but would work for some features). WHen I got errors, I used the removal tool in the Uninstaller folder. Then I purchased and installed NIS 5. As I said, I was having these problems, and tried running the command specified in another thread in Terminal, which didn't work. So I contacted Support, and *they* remotely uninstalled NIS 5 and reinstalled it. They used a removal tool which they downloaded from the Norton site. Although at first it appeared that everything was ok, but the next time I turned on the Mac, I encountered the same problem again (Norton AV wouldn't enable). So I ran the command in Terminal again and this time it worked and would let me Activate.
Yesterday Norton did not enable the AV Automatic Protection at startup, and gave the error I mention above. Today, I noticed that there it did enable but seemed to take a while. WHile I watched, it went from OFF to ON without me doing anything.
Is this normal - for Norton AV to be "slow" to enable at startup? I wonder if something is interfering with that process (maybe preventing LiveUpdate) on some occasions and leading to errors, whereas other days it runs fine and allows it to Enable after the update. On our Windows PC's, I thought Norton was enabled from the get-go, is this not the case with Macs?
As I said, I haven't installed much on this Mac, nothing that I can imagine would be interfering with LiveUpdate (tho I did turn off the JRE)
Thanks!
Jen
Hi Jen,
I would recommend you to try a clean uninstall ad then reinstall Norton Internet Security. That should address all the issues which are currently happening.
To do a clean uninstall you should not use the "uninstaller" fom the Symantec Folder.
Please go to the website www.norton.com/rmac and download the "remove symantec files" uninstaller
Run the application, it would lauch the terminal and ask you to enter your password.
After this is done, please re-download a fresh copy of Norton internet security 5, intall and activate it, and the poblem should be fixed.
-
Rv
Hi Rv
I can do that, can you send me the correct link for downloading NIS 5 again? Or can I just reinstall from the dmg file I saved?
Also, which problem will this resolve? I'm curious about whether Norton will always be activated the instant the desktop appears, or whether that long delay is normal? It seems to take varying lengths of time for it to Enable itself.
Thanks
Jen
Hi
I downloaded the removal tool and a fresh copy of NIS 5. Everything went as expected, except that it never asked me for my product key. Instead, I got a dialog box stating "Activate complete. Please press continue. To activate with a different key, click here". Is this normal? Did something remain on the system after all? After the installation and updating, NAV does show as active.
Jen
Hi Jen,
Sorry about the delayed reply.
You might have downloaded Norton Internet Security from your "Norton Account" and that is why it would automatically inject the product key during the activation.
Still for the safe side, I would recommed you to activate it by typing in the product key.
"Remove Symantec files" removes all files, leaving no Norton Files on your computer.
Also do run a live update once the activation is complete.
Regards,
Rv
This did *not* solve the problem!!. Today, I waited until the sync was complete then looked at the Norton icon - and Antivirus was not enabled. I did nothing, waited a while, went back and it was still not enabled. Something is keeping Norton from enabling antivirus!!!! After reinstalling, removing multiple times, reactivating etc, I now believe this is a serious Norton bug in the Mac version. What now!!?? As I said, my system is pretty plain vanilla, so I can't imagine it's something on my machine.
The most annyoing thing is that there is no way to tell unless you open the app - the icon doesn't change color like it does in Windows to provide a warning!!
This is still happening, this morning I got the message "Norton Antivirus AutoProtect could not load the scan engine. Please run LiveUpdate to get the latest version". Running LiveUpdate has no effect, nothing would enable. Only after a complete reboot would it enable itself.
I've already tried the Terminal command mentioned in another thread, which didn't work. I contacted support via chat once and their solution was to reinstall completely. That didn't help. After it happened a few more times, I restored Lion. It seemed ok for a while, but now I'm starting to get this message again. Why is this happening??!!!?? There seems to be a serious bug in Norton AV for Mac.
To make matters worse, no replies to my recent messages from Norton support!!!
Hello
As I stated, this occured again the other day. I have errors in the LiveUpdate log, should I post them or should I email them to someone?
Jen