Symantec have now reissued the Program Update which again fails with Error LU1812. However if you then 'Click for more information' you are connected to 'Help Assistant Version 2.2' which will upload your error file to Symantec (takes a while). Hopefully from this they might find a solution.
DJJ
I have now resolved my own problem of not being able to update to 2.3.0.9! Unfortunately it meant a complete system and programs install! This was because I edited the registry to remove 'Symantec' items and must have made some mistake. On rebooting the system it would not load Vista and did not give me the option to restore the registry. I had a busy day yesterday!
The good news/bad news is that I have the program update together with the 'Risk' problems. You cannot win them all!
Hello DerekJJ,
I'm glad to hear that you are back up. Just to confirm, are you indicating that LU issues are resolved, but that you are showing "At Risk" in the Home Networking map?
Thanks,
Matt
Matt,
That's correct and 'At Risk' temporarily solved by Logging Off and On again.
DJJ
I have the problem with the liveupdate unable to connect to the Symantec server.
I am able to connect to other websites but not to any Symantec sites.
Need some way to get the virus off if there really is a virus.
Been working on this for two days.
Any fool-proof solutions????
Thanks.
I don't think a full system re-install is any kind of solution. Symantec has got to have a better alternative solution.
If I have to totally re-install my OS, I'm not keeping this product.
Maybe I am misunderstanding????? I sure hope so.
Hello oswald1234,
The SOP for this kind of event is to do a full system scan in safe mode with the latest defs. It sounds like that may be a problem, so you may need to download the Intelligent Updater to another machine and copy it to the affected computer.
Matt
I don't see the live update problem as solved.
Ran Live Update and it failed. Ran Lual and it failed. Ran Intelligent updater and it seems to have worked??.... the log...
Wed Jun 18 07:15:16 2008 : ******************************************************************
Wed Jun 18 07:15:16 2008 : Starting Intelligent Updater - Version 5.0.25
Wed Jun 18 07:15:16 2008 : ******************************************************************
Wed Jun 18 07:15:16 2008 : AUTH SYMSIGNED BEGIN: Started.
Wed Jun 18 07:15:16 2008 : AUTH SYMSIGNED CLASS3 BEGIN: Entering CriticalSection Initialization .
Wed Jun 18 07:15:16 2008 : AUTH SYMSIGNED CLASS3: Succeeded find the class 3 ID, returning TRUE.
Wed Jun 18 07:15:16 2008 : AUTH SYMSIGNED END: Finished processing. Returns TRUE
Wed Jun 18 07:15:16 2008 : IU RES SYMSIGNED SUCCESS: Successfully verified Symantec Signature for the iuResource.dll
Wed Jun 18 07:15:16 2008 : IU RES LOAD: Successfully loaded the resource file..
Wed Jun 18 07:15:16 2008 : IU MODE: IU is running is FULL mode.
Wed Jun 18 07:15:21 2008 : CONFIG LOAD SUCCESS: Successfully loaded the configuration file: iuConfig.xml.
Wed Jun 18 07:15:21 2008 : IU INFO: File-name : 20080617-051-v5i32.EXE
Wed Jun 18 07:15:21 2008 : IU INFO: Creation-date : 20080617
Wed Jun 18 07:15:21 2008 : PROCESSING ENTRY: VIRSCAN.zip - Virus Definitions
Wed Jun 18 07:15:21 2008 : Entry details:
Wed Jun 18 07:15:21 2008 : Update-File: VIRSCAN.zip
Wed Jun 18 07:15:21 2008 : Update-Desc: Virus Definitions
Wed Jun 18 07:15:21 2008 : Auth DLL Name: SAVIUAuth
Wed Jun 18 07:15:21 2008 : Auth DLL Location: local
Wed Jun 18 07:15:21 2008 : Auth Content-Type: virus definitions x32
Wed Jun 18 07:15:21 2008 : Deploy Content-Type: virus definitions x32
Wed Jun 18 07:15:21 2008 : Deplo DLL Name: SAVIUDeploy
Wed Jun 18 07:15:21 2008 : Deploy DLL Location: local
Wed Jun 18 07:15:21 2008 : AUTH DLL LOCATION: IU will read the DLL location from registry - SAVIUAuth
Wed Jun 18 07:15:21 2008 : REG SUCCESS: Success while opening key
Wed Jun 18 07:15:21 2008 : REG FAILURE: Failed while reading the value for key named
Wed Jun 18 07:15:21 2008 : DEPLOY DLL LOCATION: IU will read the DLL location from registry - SAVIUDeploy
Wed Jun 18 07:15:21 2008 : REG SUCCESS: Success while opening key
Wed Jun 18 07:15:21 2008 : REG FAILURE: Failed while reading the value for key named
Wed Jun 18 07:15:21 2008 : IGNORE ENTRY: Ignoring entry for VIRSCAN.zip because of registry read failure. Error occurred while reading the path for the Authorization DLL from the registry.
Wed Jun 18 07:15:21 2008 : IU failed while deploying V because a compatible product could not be found on the system. Please make sure that a compatible Symantec product is installed on the system.
Wed Jun 18 07:15:21 2008 : PROCESSING ENTRY: VIRSCAN.zip - Virus Definitions
Wed Jun 18 07:15:21 2008 : Entry details:
Wed Jun 18 07:15:21 2008 : Update-File: VIRSCAN.zip
Wed Jun 18 07:15:21 2008 : Update-Desc: Virus Definitions
Wed Jun 18 07:15:21 2008 : Auth DLL Name: ISAuthDLL
Wed Jun 18 07:15:21 2008 : Auth DLL Location: local
Wed Jun 18 07:15:21 2008 : Auth Content-Type: virus definitions x32
Wed Jun 18 07:15:21 2008 : Deploy Content-Type: virus definitions x32
Wed Jun 18 07:15:21 2008 : Deplo DLL Name: ISDeployDLL
Wed Jun 18 07:15:21 2008 : Deploy DLL Location: local
Wed Jun 18 07:15:21 2008 : AUTH DLL LOCATION: IU will read the DLL location from registry - ISAuthDLL
Wed Jun 18 07:15:21 2008 : REG SUCCESS: Success while opening key
Wed Jun 18 07:15:21 2008 : REG SUCCESS: Success while fetching the path for DLL : C:\Program Files\Norton 360\tpIUAMgr.dll
Wed Jun 18 07:15:21 2008 : DEPLOY DLL LOCATION: IU will read the DLL location from registry - ISDeployDLL
Wed Jun 18 07:15:21 2008 : REG SUCCESS: Success while opening key
Wed Jun 18 07:15:21 2008 : REG SUCCESS: Success while fetching the path for DLL : C:\Program Files\Norton 360\DefUDply.dll
Wed Jun 18 07:15:21 2008 : AUTH SYMSIGNED BEGIN: Started.
Wed Jun 18 07:15:21 2008 : AUTH SYMSIGNED CLASS3 BEGIN: Entering CriticalSection Initialization .
Wed Jun 18 07:15:21 2008 : AUTH SYMSIGNED CLASS3: Succeeded find the class 3 ID, returning TRUE.
Wed Jun 18 07:15:21 2008 : AUTH SYMSIGNED END: Finished processing. Returns TRUE
Wed Jun 18 07:15:21 2008 : AUTH SYMSIGNED SUCCESS: Successfully verified Symantec Signature for the authorization dll C:\Program Files\Norton 360\tpIUAMgr.dll
Wed Jun 18 07:15:21 2008 : AUTH LOAD SUCCESS: Successfully loaded the authorization dll - C:\Program Files\Norton 360\tpIUAMgr.dll
Wed Jun 18 07:15:21 2008 : AUTH SYMSIGNED BEGIN: Started.
Wed Jun 18 07:15:21 2008 : AUTH SYMSIGNED CLASS3 BEGIN: Entering CriticalSection Initialization .
Wed Jun 18 07:15:21 2008 : AUTH SYMSIGNED CLASS3: Succeeded find the class 3 ID, returning TRUE.
Wed Jun 18 07:15:21 2008 : AUTH SYMSIGNED END: Finished processing. Returns TRUE
Wed Jun 18 07:15:21 2008 : DEPLOY SYMSIGNED SUCCESS: Successfully verified Symantec Signature for the deployment dll C:\Program Files\Norton 360\DefUDply.dll
Wed Jun 18 07:15:21 2008 : DEPLOY LOAD SUCCESS: Successfully loaded the deployment dll - C:\Program Files\Norton 360\DefUDply.dll
Wed Jun 18 07:15:21 2008 : AUTHORIZATION SUCCESSFUL: VIRSCAN.zip is successfully authorized for deployment.
Wed Jun 18 07:15:21 2008 : DEPLOY PATH SUCCESS: VIRSCAN.zip will be deployed at location C:\PROGRA~1\COMMON~1\Symantec Shared\VirusDefs\tmp3f2e.tmp
Wed Jun 18 07:15:21 2008 : AUTH SYMSIGNED BEGIN: Started.
Wed Jun 18 07:15:21 2008 : AUTH SYMSIGNED CLASS3 BEGIN: Entering CriticalSection Initialization .
Wed Jun 18 07:15:21 2008 : AUTH SYMSIGNED CLASS3: Succeeded find the class 3 ID, returning TRUE.
Wed Jun 18 07:15:21 2008 : AUTH SYMSIGNED END: Finished processing. Returns TRUE
Wed Jun 18 07:15:21 2008 : UNRAR LOAD SUCCESS: Successfully loaded the UNRAR DLL.
Wed Jun 18 07:15:21 2008 : UNRAR OPEN SUCCESS: Success opening RAR file VIRSCAN.zip
Wed Jun 18 07:15:25 2008 : UNRAR EXTRACT SUCCESS: Succesfully extracted VIRSCAN.zip to C:\PROGRA~1\COMMON~1\Symantec Shared\VirusDefs\tmp3f2e.tmp
Wed Jun 18 07:15:26 2008 : POST PROCESS SUCCESS: Successfully performed post processing for VIRSCAN.zip
Went back and ran Live Update and "Operation failed". Any suggestions????
Cheeta
hi cheeta - the IU log probably won't help too much - it's just a mechanism for getting virus defs when LU is unavailable. what error did you get when you ran LiveUpdate, did you follow the instructions in the article you were taken to upon the failure (and what were the results) and did you try AutoFix (Help & Support / Support / Begin Support Session)?
mel
Hey Mel,
When I run Live Update, I get "Operation Failed". More info tells me to run luall in interactive mode. When it failed, I didn't go to live help. Have been there six or seven times in the last couple of weeks and everyone does the same thing.... uninstall and reinstall. They disconnect after the updates download and never see that Live Update still doesn't work. I did get one tech to hang around to see that it didn't work. He transferred me to a senior tech. Senior tech did another uninstall/reinstall, then disconnected when we disagreed that live update was ok. It was still giving me an error, but he said it was updating. I really don't know if it is or not. If it is, I don't think it should give me an error.
I have also uploaded logs a few times.
cheeta
Got a new error when I tried to run live update. Operation failed. When I clicked on more info, got a new window with
Error 405-- Method not allowed.
From RFC 2068 Hypertext transfer protocol
10.4.6 405 Method not allowed.
Any idea what this is about?
Cheeta
Now getting a 1714 error when trying to access chat support. Please HELP!!!!
Hi cheeta,
I sent you a private message yesterday with information on how we can take this offline and assist you. The link to your inbox is in the upper right corner. It should say "You have 1 new message" (or however many you have).
Let me know if you have trouble getting in to your private messages.
Thanks!
-J
The whole problem of getting a download has started again. 1812 everytime. Went through all the fixes again. Will this every stop.
hi ianlib - when you run LUALL from the command prompt (interactive with error handling set to Enhanced), what update(s) are indicated as failing? also, can you elaborate on what all you tried ("all the fixes" is a little vague...)?
mel
All,
I tried to follow the detailed instructions provided by "Mel" ( I think ) to remove certain programs with the unibstall of Windows and the proceed to the Panda free virus execution, but the PC would not download and execute the Panda virus removal program.
Looked at step 3, which I don't remember, and said to myself, "This is way to much activity with no progress and no gaurantee when I'm done my system will be able to connect to Symantec for liveupdates".
So, I wiped the hard drive and re-installed the WIN XP Home edition.
As I said before, "Not a pleasant option", but I now have Norton 360 installed and can receive liveupdates.
The main problem with trying to fix the issue with virus removal tools was the PC's inability to connect to the vendors website for the "definitions" files. Sure, I could download the program(s) to another PC and install on the "infected" PC, but when requested to execute, the program(s) wants to get to the website for the current "definitions" files ( or whatever it needs ) and of course could not connect.
I don't think any software company has a good customer support system for home PC users. All that I have ever dealt with have resulted in a frustrating experience.
That said, Thank You to everyone who tried to help.
Oswald1234
Hi Oswald1234,
I'm glad to hear that the problem is resolved and sorry for the frustration this experience caused. Threats that prevent connection to particular domains, symantec.com for instance, definitely complicate the resolution process. I take your suggestion on the tools, though, and an enhanced Recovery environment makes a lot sense. I think the team has some ideas about this, so stay tuned.
Thanks,
Matt
Hi ianlib,
I'm sorry to hear about the problem with LiveUpdate. We've seen situations where the utility in this KB document can help resolve problems with one of the dependent log files that can lead to the LU1812 error.
Thanks,
Matt
I tried the kb document but it did not help. The only thing that helped last time is when you removed the update that was causing the problems.
hi cheeta - i have just a few clarifying questions...
- what version of N360?
- what version of Windows?
- did you install over the top of a previous version?
- did the steps in the 1812 and 1806 articles produce any errors or successes?
- in the 1806 article are instructions for identifying what patch(es) failed - which one is it (are they)?
- can you successfully update your definitions using Intelligent Updater?
mel