LiveUpdate Download and Install "Failed to Complete"

I've just had this problem (about 6 PM 12/16/13) with one of my computers (HP laptop running Windows 8). I wasn't able to duplicate it on my  other computers, but I wasn't able to try it  on them for about 30 minutes after the failure on the one I had the problem on (2 different locations) -

 

Problem computer had NIS Version 20. My other computers have version 21.

 

When I manually ran live update for the first time (after GeekSquad had set the computer up), Processing succeeded, Download showed "Failed to Complete". Install actually showed progress of some of 7 total updates installing, then showed "Failed to Complete".

 

After that, when I manually ran Live Update on that machine several times, Processing succeeded, then both Download and Install showed "Failed to Complete".

 

I tried rebooting the computer. After reboot, Norton did not appear in the notification area, but did appear after I clicked on the Norton desktop icon (after which several seconds of disk activity was indicated before the icon finally appeared in the notification area). Manually running Live Update continued to show the same "Failed to Complete" for Download and Install.

 

Subsequent reboots showed the same problems.

 

When I clicked on "Get Support", after going through it's initial process, when I clicked on the "Get Support" link, a  Symantec web page opened  with a message that that particular page could not be found. Thus, since I didn't have the support phone number, I couldn't call Symantec to get any answers.

 

When I used IE to browse to a support page, I did see a notice to the effect that, if  manual live update was not working, to wait 24 hours and try again.

 

1. - Are/Were the Symantec support servers having some kind of problems during 12/16 evening?

 

2. - Has anyone else had this problem?

 

3. - Could  the problem with NIS not showing  in the notification area have something to do with being unable to contact the Symantec servers during that time??? Is it possible that NIS was actually running but not appearing in the notification area?

 

FYI - once I clicked on the desktop icon and got NIS to appear in the notification area, the green checkmark continued to appear even though manual Live Update was, apparently, not working.

 

Thanks,

 

This sounds like you are doing the initial updates to your product after GeekSquad "fixed" your computer. What was Geek Squad trying to fix? Software or hardware issues.

 

The failed updates are probably a temporary update server issue. Are any of the updates getting installed, or are they all failing to install?

 

The advise to wait 24 hours is usually what I recommend. If they still fail after that, you may have to reinstall your Norton product.

 

It is also advised to install the latest, V21 version of NIS if you are using Windows 8.

 

 

 

 

 

It was not a "fix". It was the initial GeekSquad "set up" of a new computer (all Norton updates, all Microsoft updates, in addition to other things) purchased on 12/13/13.

 

Since the computer couldn't have been manufactured that long ago, I'm surprised that the latest NIS wasn't on it.

 

The first time I manually ran Live Update, the progress indicated that some updates were installed before getting the "Failed to Complete" message in the install area. Only maybe a total of 15 - 20  minutes elapsed during the time I repeated my attempts at manually running Live Update, so I suppose there may have been one or more updates that failed to download and perhaps no new updates (besides the failed ones) were available during that time.

The bigger problem, in my opinion, is NIIS not showing in the notification area on startup after full shutdown. I'm hoping that could be related to NIS trying to contact a malfunctioning Symantec server before completing the process that inserts the icon in the notification area. When I clicked on the desktop icon, there was a good deal of hard drive activity prior to the NIS screen appearing (accompanied by the NIS icon appearing in the notification area.

 

I'm going to get back to that computer tomorrow or Wednesday. If  I  continue to have the problem, I now have what I think is  a  good number for Symantec  support. If the NIS version needs to be updated,  I'll let them handle it remotely.

 

Thanks for your help.

 

The new computers often have a trial version of security software that was available when the unit was manufactured. Sometimes the image the manufacturer uses can be a little older.

 

One suggestion would be to run the Norton Removal and reinstall tool. This will get you a fresh installation of the latest version of your NIS. 

 

Be sure you have registered your current installation in your Norton Account before you begin.

 

Download the Norton Removal and Reinstall Tool from here   www.norton.com/nrnr
Run the Norton Removal and Reinstall Tool.
Reboot.
Run LiveUpdate manually a few times, rebooting as necessary, until no updates are available.

 

 

As of 12/18/13, I've been informed that the NIS icon appears in the notification area with a green checkmark.

 

The user hasn't tried manually running Live Update, but as long as the green checkmark is there, I'm assuming protection is adequate, even if certain updates are still failing. Is that a good assumption?


Jnazzaro wrote:

As of 12/18/13, I've been informed that the NIS icon appears in the notification area with a green checkmark.

 

The user hasn't tried manually running Live Update, but as long as the green checkmark is there, I'm assuming protection is adequate, even if certain updates are still failing. Is that a good assumption?


Norton has multiple layers of protection, so even if one area is slightly behind in updates, the rest will still be protecting the system.

 

As you say, as long as the green check mark is there, the system is protected.