Live Update Fix Tool

Norton Security | Norton Internet Security
1

Live update on Norton 360 version 3 has not been working for some time now and I have been updating latest definitions manually.

 

I have tried downloading the Fix Tool from the link on the support page but get the following error :-

 

 Failed to Connect

        

The connection was refused when attempting to contact ftp.symantec.com.

Though the site seems valid, the browser was unable to establish a connection.

    *  Could the site be temporarily unavailable? Try again later.

    *  Are you unable to browse other sites?  Check the computer's network connection.

    *  Is your computer or network protected by a firewall or proxy? Incorrect settings can interfere with Web browsing.



Can anyone help ?

 

Thanks in advance    
        
      


      
     

2

Are you able to view ftp.symantec.com in your webbrowser?
If yes try again the support session, maybe the servers were down for a little…
If no, you should check your connection’s settings.

Let us know the results.

3

Smoggie -

 

Just FYI - I just connected to ftp.symantec.com to problem just a few minutes ago.  If you type the address into your browser's address bar and press enter can you get there now?

4

Thanks PapauZ

I'm not able to view ftp.symantec.com in my web browser.

I get the same error message.

 

I'm not sure what the connection settings should be or where to find them.

 

If it's any help I'm using Vista and Firefox 3

5

See if you can get there by typing this in: ftp://ftp.symantec.com/ .  Thanks.

6

No luck I'm affraid.

Tried typing the address into the browser also tried clicking on the link posted in your reply but still same error message.

 

It must be something to do with my connection settings

7

Since you can not download the tool, if you try and complete the One Click session does it give you an error number?  If it does, you can search for this error number in the upper right search tool (on the Forum page next to the shopping tool).  This should find the knowledge base article on this error and it may have a different link to the solution.

8
Smoggie wrote:

If it's any help I'm using Vista and Firefox 3

 

Can you reach the page via Internet Explorer?
If that's not working too try to change the firewall settings in 360:
1. Open main window
2. Click on Setting
3. Click on Firewall settings
4. Go to General rules tab (3. one)
5. Click on Add
6. On the new window select these options:
- Allow
- In and out
- All computers
- TCP and UDP with special ports, click on add and select remote port 21 (it's on the list), then click on add again and select local port 21
- logging is not necessary
- you can add a name
- click finish
7. Click on apply
8. Close the settings and 360
9. Check the browsers, they should reach the ftp://ftp.symantec.com site, and then 360 should it do too


Let us know the results.
9

Thanks PapauZ

 

Changed settings as instructed but still not able to connect with IE or FireFox

 

I can live with performing updates manually, it's just a pity I can't get the Fix Tool to download.

 

Thanks again all

10

OK, then let’s see what happens if Norton is turned off…

Go to Control Panel -> Administrative Tools -> Services, on the list find Norton 360 and in the left upper corner click on Stop. It will shut down the whole 360 program.
Now check the ftp site in the browsers.
Then go back to the services window and click on Start (where Stop was before), and check the browsers again.

Let us know the results.

11

OK

I stopped 360and tried the browser and got the same error message.

 

However, I started 360 again and typed the url into the browser again.

It didn't take me to ftp://ftp.symantec.com but it did take me to ftp://ftp.symantec.co.uk and into a directory named AVDEFS so I'm not sure what's going on ??

12
Smoggie wrote:

OK

I stopped 360and tried the browser and got the same error message.

 

However, I started 360 again and typed the url into the browser again.

It didn't take me to ftp://ftp.symantec.com but it did take me to ftp://ftp.symantec.co.uk and into a directory named AVDEFS so I'm not sure what's going on ??

Then it seems that FTP is working....
Try to boot up in safe mode with network (by the boot press F8 until you see a list), and try to run 360's help & support and Live Update too.
Let us know the results.

13

Still no joy I'm afraid. Same error message.

 

When I connected to ftp://ftp.symantec.co.uk it wasn't the normal web page I would have expected to see.

It was similar to the list of folders you get in windows with a list of files in each folder when opened??

14

Hi PapauZ

 

I think I fixed it.

 

I followed the instructions on the support page to download the fix tool and it directed me to usual address

 

ftp://ftp.symantec.com/public/english_us_canada/hotfix/8921_301/KB20090317165343EN.exe

 

and the page failed to load.

 

Knowing that I could connect to symantec.co.uk I substituted the .com part of the address to .co.uk and it took me straight to the fix tool and let me download and run it.

 

Many Many thanks for your time and help with this problem