Incorrect Definition Updates Settings in One Click Support

Norton Security | Norton Internet Security
1

 I was posting about this issue in another thread but it was given a solved checkmark but I am still having the issue.

When I do a one click support session in NIS 2009 My session hangs for about 20 minutes in the " checking your product" screen and then I get a screen that reads Incorrect Definitions Updates Settings  Status Fixed and when I do a nother one click suport scan I get the green check with all norton scans are normal.

After I shut down and restart my computer and do another one click support session, I get the same lag time and Incorrect Definitions Updates Settings Status Fixed Page.

Is anybody else having this issue and is there a solution?

I have yet to contact symantec chat support. I wanted to try the forum first?

2

I don’t think I am having any problems with my updates, automatic updates, pulse updates, definition updates, antiphishing updates seem to be  fine. That is what is confusing me.

3

 I was posting about this issue in another thread but it was given a solved checkmark but I am still having the issue.

When I do a one click support session in NIS 2009 My session hangs for about 20 minutes in the " checking your product" screen and then I get a screen that reads Incorrect Definitions Updates Settings  Status Fixed and when I do a nother one click suport scan I get the green check with all norton scans are normal.

After I shut down and restart my computer and do another one click support session, I get the same lag time and Incorrect Definitions Updates Settings Status Fixed Page.

Is anybody else having this issue and is there a solution?

I have yet to contact symantec chat support. I wanted to try the forum first?

4

Hi TooStrong,

 

I noticed from your other post that you are using IE8.

 

I think the message "Incorrect Definitions Settings" you are getting is not accurate and  is caused by the "hanging delay" in the support session.

 

In reality, you may not have an actual problem if your Norton Product is showing Secure.

 

I shall try to get the attention of a Guru who is researching this and give you more information.

 

[edit: grammar]

Message Edited by Phil_D on 05-07-2009 07:30 AM
5

Thanks Phil_D and Stu,

 

The OP and I have already been discussing this issue.  Your feelings about the OP's system being secure is correct.  I have tested this on my system and found the same thing.  One point to note is that we both have the same type and family of CPU processors: AMD Turion 64 X2 running 32 bit OS (Vista).

 

IF anyone else is experiencing this issue it would help to know what type system they have.  Again, if Norton reports everything else is clean and green then this issue should not be a concern as I believe it to be a FP so far.  I just don't want anybody to have 'the sky is falling' reactions; even if there is a problem, the worst that is happening is an Update is being applied every time.  It's just that the One Click routine has become a check behind the scenes to see that everything is proper. 

6

Thanks for your research, dbrisendine. 

 

It would be interesting if it could be confirmed to be limited to an AMD processor family issue.

 

As mentioned previously, I have not had problems and I am using various Intel processors.

7

Not sure if it’s the processor line per se or if it’s the 64bit architecture being ‘split’ into dual cores.  Working on it.  At least on my end.

8

TooStrong,

 

When did you first notice this?  Try running today to see if the issue still occurs.  There was an update to AutoFix (what runs after clicking "Begin Support Session" within One Click Support) and I was to see if the update either resolved or caused this.  What OS is this?  What architecture (32 v 64 bit)?  What language is your OS and product?

 

9

One Click Support.png

To dbrisendine and Phil_D,

 

My One Click Issue has returned after working for one day.  Symptom is the same ~ hanging for 15 min.  I’ve uploaded image of error message and waiting for image approval…basically Incorrect Definitions Updates Settings…with info about Auto Protect and Windows System Restore.  will post image asap

My processor is an Intel Pentium Duel

 

Respectfully

bjm_

 

I had previously marked this issue solved in another thread…may have been premature!

Vista 32 bit,  IE8

Message Edited by bjm_ on 05-07-2009 12:02 PM
Message Edited by bjm_ on 05-07-2009 12:33 PM
Message Edited by bjm_ on 05-07-2009 12:37 PM

10

Too Strong,

I wish too extend my apology for marking the issue solved.  My One Click issue which has the same symptoms as you are having returned after only working for one day.  Again, I'm sorry I assumed too much too soon.   Please see my post in this thread. I have included a screen shot.  I tried Symantec support for the second time in three days. This time as before the Tech took control of my PC and observed our issue. The Tech downloaded NIS09 to my Desktop in preparation to uninstall and install NIS09. The Tech believed I must have corrupted One Click files and was going to remove and install NIS09 to resolve issue. The Tech ran a complete System Scan and then tried One Click again. This time One Click worked. The Tech determined One Click FIXED.  Of course if issue returns Symantec wants me to call back.   The Tech explained the slow response from One Click is just because the server is busy.  I explained this issue only appeared after upgrade to IE8.  The Tech explained NIS09 ver 16.5.0.135 is fully compatible with IE8 and that the server just gets busy from time to time.   "I should just try One Click again at a later time".  Well, just wanted too apologize and offer I'm not convinced yet.
Respectfully
bjm_

Message Edited by bjm_ on 05-07-2009 05:12 PM
11

To Eric_carlstrom

I first noticed this issue after I read the post from bjm_ on 5/5/2009 around 9pm about bjm_'s similiar problems.

I attampted a one click support session and I received the same results as bjm_ and dbrisendine.

I downloaded IE8  on 4/30/2009 and I remember  running at least one click suoport session before having this issue and had no problems. The only difference I see  now is that in my NIS 2009 history there are 2 entries that say PING.EXE is preparing to access the internet. I assume this is mormal and bjm_ and dbrisendine both say they have that entry in their NIS 2009 History.

I have not used Windows system restore in at least a month  and I see no other differences in my computer.

I am running a gateway laptop with Windows Vista 32

processor is AMD Turion(tm) 64X2 Mobile Technology TL-58 1.90 GHz

I don't understand what you mean by what language is my OS and product.  I guess it is english

I just attempted a one click support session and here are my results

8:56 HSLoader.exe preparing to access the internet

8:57 OCSCtl.exe preparing to access the internet

8:57 DNS_Fix.exe preparing to access the internet

8:57 PING.EXE preparing to access the internet

8:57 PING.EXE preparing to access the internet

checking your product

then it hangs at Incorrect Definition Updates Settings

9:13 DNSFix.exe preparing to access the internet

9:13 PING.EXE preparing to access the internet

9:13 PING.EXE preparing to access the intenet

9:15 Incorrect Definitions Updates Settings Status Fixed and a green checkmark

I then close out oneclick support and start it again. this time, a green checkmark with  all norton  internet security scans appear normal

when I shut down computer and restart it and do another one click support session. I get the same issue.

So, no, my problem is not fixed.

Are other people having this issue besides me, bjm_ and dbrisendine, or are we the only ones with the problem?

Message Edited by TooStrong on 05-07-2009 06:29 PM
12

TooStrong (and others following this)

 

I, too, want to apologize if I in any way misled you into having any false hopes or expectations on this matter.  The root cause of the Repeating Fix has been identified and is being worked on as we 'speak'.  When it is finished, I have no doubt it will be deployed as soon as possible.  Thank you for you help and patience during this ordeal.  I want to assure you that this matter does not affect your systems security in any way;  Norton's protections on everyone's systems are working correctly.  I will try and keep you as updated as I can.  Thanks and again, sorry for any worry or trouble over this.

13

dbrisendine,

I have nothing but Thanks to give you. through this forum and the private messages between us, you have helped me with this issue and it is nice to know that there are people like you willing to take the time to help us computer novices learn more.

once again,

Thanks

TooStrong

 

Also  I have a desktop with windows xp pro and IE 8 and one click is working fine on it.

Message Edited by TooStrong on 05-07-2009 08:36 PM
14

I Just tried One Click Support and it worked ok, I will try again tommorrow to see if issue is fixed for sure. Thanks

15

I was just going to contact you about this.  Mine seems to fixed.  Wanted to make sure it was for others all across the board.

16

A server update occured Friday PM PST while I was out of the office.  I apologize for being unable to notify everyone before the push occured.  I'm glad that we got this item fixed and it appears to be confirmed based on everyone's comments.  Thanks for everyone's patience and assistance.

 

 

Message Edited by erik_carlstrom on 05-11-2009 10:17 AM
17

Checked one click support session again today and no problems. Thanks Eric_carlstrom, Dbrisendine and anybody else involved,for the help solving this issue.

18

You’re welcome.

19

It will help other users if you would set the Solved flag on say Eric’s last message saying that the update was pushed out.