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I found the error code that One Click Support gave me "8920, 200" in the search area. Why One Click Support didn't take me directly to that article I don't know, but it didnt make a difference since the page just says that restarting my computer would fix the problem. It didn't.
After rebooting I lost my spot in chat and ended up 5th in line, but I don't think that's accurate since when I did another search and went back to chat all the sudden I was next in the queue. Of course I was next in the queue for over an hour before I rebooted. Since chat appears to be not working correctly, I'm calling support by phone.
Well the "6 minute wait" time on the phone was quite a bit longer than that (closer to 45 minutes) and I got bored waiting so I decided to uninstall NIS 2009 and reinstall it. This fixed the LiveUpdate issue since it reset the Web Definitions back to the default.
Hopefully this isn't something that becomes a regular occurence.
I decided to do a manual LiveUpdate now and one of the two listed updates failed to apply. It worked fine when I ran it manually yesterday.
The one that failed to apply is:
Norton 2009 Web Protection Definitions
Updates Antiphishing to verify authentic Web sites.
Status: Failed to complete
Update Critically: Critical.
I also notice that the "Phishing Protection Updates" last ran on September 17th according to the CPU Usage window.
Is anyone else having a problem with LiveUpdate?
Morac wrote:
I found the error code that One Click Support gave me "8920, 200" in the search area. Why One Click Support didn't take me directly to that article I don't know, but it didnt make a difference since the page just says that restarting my computer would fix the problem. It didn't.
I got the same answer to my search and ended up having waiting too long, over 30 minutes, for a chat.
So I simply tried a reboot.
And - that works !!
I do not know why, but I do not care. It works, that is good enough for me.
So you are both safe now? Please let us know if it happens again
STU wrote:
So you are both safe now? Please let us know if it happens again
Could this be the same conditions as 3035,5 on earlier versions ?
I will alert on this issue, when reboot does not work.
I had the same situation a few days ago, but the issue number was a little different. Before getting around to technical support, I happened to shut down my computer and the problem was gone when I started it again. Seemiingly, the “reboot solution” works in a number of cases.
Well like I mentioned, I had to uninstall and reinstall to fix the problem. Rebooting did nothing.
Thank you all for writing up a description of this issue. The LiveUpdate log information indicates some aspects of the problem but having the full log will be more helpful in performing the diagnosis.
If anyone in this thread is encountering this error, can you please send me a PM (click on my username, then find the "send this user a private message" link). I am interested in reviewing your entire Live Update log file once the issue has presented itself.
The LiveUpdate log file may be found here (assuming C: drive is your root drive):
- XP: C:\Documents and Settings\All Users\Norton\{0C55C096-0F1D-4F28-AAA2-85EF591126E7}\Norton\Lue\Logs\Log.Lue
- Vista: C:\ProgramData\Norton\{0C55C096-0F1D-4F28-AAA2-85EF591126E7}\Norton\Lue\Logs\Log.Lue
Thanks,
Matt Powers
Symantec Corp.
Unfortunately I didn’t save the log. There were a few other failures in there (something about a precheck failure), even though the hash check on the downloaded file succeeeded. If it happens again I’ll send you a copy.
It happened again.
I resumed my computer from hibernation (it had been hibernated for about 20 hours) and let the pulse updates, automatic liveupdates, phishing protection updates and norton community watch run by themselves. The CPU Usage window indicated they ran after resuming from hibernation.
I noticed that the Definitions Updates on the main NIS window indicated that they hadn't been updated in 20 hours, so I manually ran Live Update.
I got an error telling me that LiveUpdate couldn't connect to the symantec Servers and saw the following in the log file:
21:15:41.281 INF - *** Perform Server Selection - BEGIN ***
21:15:41.281 INF - Attempting to download minitri flag file.
21:15:41.281 EVT - Sending request to Server: liveupdate.symantecliveupdate.com:80 for File: minitri.flg
21:15:41.296 EVT - Start: Waiting to download minitri flag file.
21:15:41.531 ERR - Request failed - Look up status code for more information.405, Server: liveupdate.symantecliveupdate.com:80 File: minitri.flg
21:15:41.703 EVT - End: Waiting to download minitri flag file. Status 3
21:15:41.703 ERR - Download Error for minitri flag file. SERVER DOES NOT EXIST or some network issue.
21:15:41.703 ERR - Unable to select server.
21:15:41.703 ERR - Server Selection Failed. No files will be downloaded
21:15:41.703 ERR - Error downloading files. Error Code: 0x84058002
I ran LiveUpdate a few more times and got that error a few more times and finally it worked, but I got the error telling me it couldn't update the Web Protection Definitions again.
I decided to reboot my machine and run LiveUpdate again. I got the first error telling me it couldn't connect to the servers again.
I then ran LiveUpdate again and finally it worked and downloaded both the virus and Web Protection Defintiions and installed them.
I think the problem might be being caused by hibernating my machine and not rebooting daily.
I'm sending my log files to MJP (both before it worked and after).
I never use hibernation mode. There are alot of downsides to it. Most tweak sites tell you to turn it off. I let my screen saver run after 10 minutes. Then I shut the monitor off after 4 hours and hard drives after 5 hours. Maybe its not an NIS porblem. Try shutting off hibernation mode and see what happnes.
Hibernation Mode or not; this should not be happening.
I do not use hibernation and reboot daily and have noticed this situation about every other day. Today, rebooting allowed live update to function, but just repeating the manual update 4-5 times had no effect.
Dieselman743 wrote:
I never use hibernation mode. There are alot of downsides to it. Most tweak sites tell you to turn it off. I let my screen saver run after 10 minutes. Then I shut the monitor off after 4 hours and hard drives after 5 hours. Maybe its not an NIS porblem. Try shutting off hibernation mode and see what happnes.
I've never had a problem with hibernation. Actually my laptop will self-hibernate if left idle for about 30 minutes when it's not plugged in to save battery life. Normally I just hibernate it any way, even when plugged in, since it allows fast resuming of what I was working on. NIS 2008 had no problems with this.
I use XP, but I'll mention that the default settings in Vista is to go into Sleep mode when turned "off". In other words, Vista never really shuts down unless the user specifically requests it to do so. So if there is a problem with NIS 2009 needed to be rebooted daily, then it's going to affect almost all Vista users out there.
That said I think it might be either a server problem especially considering the error I got when LiveUpdate was trying to download the minitri flag file. The error code returned, 405, means that the request method was not allowed by the server. Considering this worked later, that would seem to indicate a server problem.
Looking at the log files for LiveUpdate it appears to frequently be silently failing to apply updates. It's only when doing a manual LiveUpdate that the error shows up.
I see a lot of 405 errors in the log for different files. I'm not sure why they are appearing, but it prevents the updates from actually downloading in some cases, causing updates to not apply.
21:17:27.578 INF - 1222123300jtun_nav2k9en80921017.m26 does not exist in local cache.
21:17:27.578 INF - 1222123300jtun_nav2k9en80921017.m26 is 90214 bytes, 90214 bytes remaining to download.
21:17:27.578 INF - Required free space of 90214 bytes is available at (null).
21:17:27.578 EVT - Sending request to Server: liveupdate.symantecliveupdate.com:80 for File: 1222123300jtun_nav2k9en80921017.m26
21:17:27.578 EVT - Start: Waiting for File 1222132106jtun_streamset.zip to download
21:17:27.578 INF - 1222132106jtun_streamset.zip successfully downloaded.
21:17:27.578 EVT - Start: Waiting for File 1222123300jtun_nav2k9en80921017.m26 to download
21:17:27.609 ERR - Request failed - Look up status code for more information.405, Server: liveupdate.symantecliveupdate.com:80 File: 1222123300jtun_nav2k9en80921017.m26
21:17:27.781 ERR - Failed download for file 1222123300jtun_nav2k9en80921017.m26
21:17:27.781 INF - Download Error for file 1222123300jtun_nav2k9en80921017.m26. Skipping update.
21:17:27.796 INF - No installation for 1222123300jtun_nav2k9en80921017.m26, DOWNLOAD has been skipped
21:17:28.296 INF - Update for moniker: {221C5684-9CB7-4e17-A839-71C374CAA376}, package: 1222123300jtun_nav2k9en80921017.m26, SeqName: CurDefs, SeqNum: 80922020, has update status code: 212
21:17:28.296 ERR - Update failed for moniker {221C5684-9CB7-4e17-A839-71C374CAA376}, install result code: 0xFFFFFF00. Skipping QCFU and requesting component sync in next session.
I think the problem I had the other day was different since in that case, the log file indicated the file had been downloaded, but failed some kind of Precondition check.
In any case the problem occuring today definately seems server related since the server is returning 405 errors. For more info on 405 errors, see this link.
I am also experiencing a LiveUpdate problem with NIS 2009 on my XP-SP3 system. NIS 2009 was working fine when I shut down the computer 3 days ago. On startup today, LiveUpdate will no longer work. It gets an error 8921, 229 and states that it cannot connect. Rebooting does not help.
I have PMed Matt on this. I have the Log.Lue file saved off so that it can be reviewed if necessary.
Morac, as you’ve suggested, this more recent behavior is probably unrelated. I experienced the 405 issue myself yesterday. It appears to have been already corrected but we are researching what happened to confirm that it is actually fixed.
Hello thread viewers-
Re: Morac's second post to this thread, the conclusion that "web prot defs are too old to update" is not really correct.
The posted portion of the log indicates that a particular kind of update actually *does* satisfy all those dependencies and therefore that update will be used.
The final log line means that a different update file does not apply:
23:49:26.484 INF - Dependency check for equality failed on Property(SEQ.CurDefs) - 80918006 not equal to 80919003. Update not available.
We are continuing to investigate the LU failures and appreciate your patience and support in providing log information.
Thanks,
Matt Powers
Symantec Corp.
mijcar wrote:
Hibernation Mode or not...
I would have problems with N.I.S. 2008 if I had Windows on Hibernation Mode upon "Awaking" it, shortly after the system has been running again, would come in to problems with N.I.S. 2008 which, when I re-booted, the problem may have gone away; other times I would have to use the N.R.T. to Fix this Issue.