I have a client who was unable to run a Full Scan (manually). I logged in and immediately ran Live Updates. To my surprise, had to run it twice to get all the updates. Additionally, there was a patch that needed to applied. For the record, the Full Scan ran fine after the update.
I pulled the logs and Live Update had run automatically at 9:07 that same morning (my manual updates were at 14:16 and 14:23). I want to understand WHY these later updates did not run automatically. I have attached the log file (txt and pdf).
My main issue is that I have been telling my clients that they need to do nothing to assure that they are fully protected. I opened a case with the support team [Removed Case ID] and the tech told me that I need to have my clients manually run Live Updates daily or so. If this is truly the case, I may need to leave the Symantec family because this is not what is expected or wanted.
This occurred with NIS. I was also told that the OS and product version will affect this behavior. This pc is on Win8.1 and I have a pc on Win8.1 and it never missed an update. My pc is on SEP small business. My other pc is on Win7 with NIS and it had no issue as well.
I appreciate any enlightenment.
[Admin Edit: Masking case ID to conform with the Participation Guidelines and Terms of Service]