NIS Product Update Failure

Norton Security | Norton Internet Security
21

Have the same problem, same error code Module:8920, Error:215.  Live Chat support had me run the removal tool and reinstall (I actually ran the removal tool, rebooted, reran the removal tool, rebooted then reinstalled).  After the re-install, the problem was still there.   All other updates work, and remain upon reboot.   Had run a full scan before, even one in safe mode - no problem.  Windows XP SP3 is completely upto date, qfecheck shows no MS patches missing.  Also ran disk diags on off chance of a problem - no issue.  No weird unsigned drivers too (sigverif).

 

The Live Chat interaction continued, and the rep. for some reason, without any explanation or permission, reset the winsock catalog, which caused the system to freeze upon shutdown.  It took two hard reboots to get the system going again!   When I tried to continue the Live chat, which returned after succesfully restarting, the rep didn't reply and finally terminated the connection.  I received a phone call saying I'd get a call from another tech within an hour - didn't happen.  I reopened the case, and am awaiting another call after receiving an email saying the problem would be escalated.

 

The LU log suggests this may be a failure in an attempt to update the Firefox Norton toobars, where it seems that those toolbars are in fact already properly installed.  I suspect this may not have any critical bearing on the functionality of NIS2010, but is really a coding failure related to the live-update process.  I'm surprised that nobody asked for a copy of the live-update log, which provides more specific information regarding return codes/failures in the live update process.

 

Frankly, I think this is a faillure in generating and using diagnostic information to pin-point actual problems, and then to do a proper repair.  The idea that one has to do a clean removal, reinstall and then stab at things like clearing the winsock catalog just doesn't fly from the standpoint of proper SW debugging and repair processes.

 

 

22

Well, add me to the list of unfortunate people to get this error.  I upgraded my laptop tonight to 360 Version 4 and after installation when I ran live update I get the exact same error code.  I'll try tech support tomorrow but it doesn't look like there's any real fix for this yet anyway...:smileymad:

23

Tech support has a fix. They just took care of mine. Seems there is a conflict with Firefox 3.5.

24

I don't think this has anything to do with firefox as I use firefox 3.6 and have this problem, this problem is getting very annoying, does anybody know whether this update is important or not and what it does?

25

ShinOrochiX,

 

Registering msxml3 should fix the problem, but if you can't register it that's an entirely different problem. I found a MS article specific to that problem, it indicates a permissions problem but also has a hotfix to correct the issue. Maybe you could try that, and then try registering msxml3 again and see if it resolves the problem?

 

http://support.microsoft.com/kb/932628

 

Let me know what happens.

26

Hi, BlitzXor

 

The link you gave me works but when I try and download the file I get an error:

 

"The KB article has no public hotfixes. Please contact support if you need immediate assistance.

http://support.microsoft.com/contactus/?ws=support"

 

I'll try searching the web for a fix to registering the msxml3 file.

 

thanks.

27
Pudgy wrote:

Tech support has a fix. They just took care of mine. Seems there is a conflict with Firefox 3.5.

 

Thanks for the heads up on the fix Pudgy.  I haven't had a chance to get with support today yet but it's awesome knowing there's a fix waiting for me.  I've been a diehard Norton user all along and it's nice to see that customer service is still a top priority with them...:smileyhappy:  There's a reason they get my money every year!