Norton 360 Does Not Update After Renewal

Norton Security | Norton Internet Security
1

I renewed Norton.  After I did that I ran the Norton Removal Tool, uninstalled Norton, and reinstalled it.  Then I noticed that it would not let me get updates.  Then I went to http://www.symantec.com/business/security_response/definitions/download/detail.jsp?gid=n95  and downloaded the latest definitions.  Then I wen to run the file and it gave me the following message:

Symantec Intelligent Updater
Intelligent Updater session complete.
All updates failed to install on the machine.  For mor details about the processing, please check the log file "Log.IntelligentUpdater.txt" creater in the  user's temporary directory.
I went to look at that file and it told me:
Fri Dec 10 16:14:32 2010 : ******************************************************************
Fri Dec 10 16:14:32 2010 :  Starting Intelligent Updater - Version 5.1.0.9
Fri Dec 10 16:14:32 2010 : ******************************************************************
Fri Dec 10 16:14:32 2010 : AUTH SYMSIGNED BEGIN: Started.
Fri Dec 10 16:14:32 2010 : AUTH SYMSIGNED CLASS3 BEGIN: Entering CriticalSection Initialization .
Fri Dec 10 16:14:32 2010 : AUTH SYMSIGNED CLASS3: Succeeded find the class 3 ID, returning TRUE.
Fri Dec 10 16:14:32 2010 : AUTH SYMSIGNED END: Finished processing. Returns TRUE
Fri Dec 10 16:14:32 2010 : IU RES SYMSIGNED SUCCESS: Successfully verified Symantec Signature for the iuResource.dll
Fri Dec 10 16:14:32 2010 : IU RES LOAD: Successfully loaded the resource file..
Fri Dec 10 16:14:32 2010 : IU MODE: IU is running is FULL mode.
Fri Dec 10 16:19:38 2010 : CONFIG LOAD SUCCESS: Successfully loaded the configuration file: iuConfig.xml.
Fri Dec 10 16:19:38 2010 :  IU INFO: File-name : 20101210-002-v5i32.EXE
Fri Dec 10 16:19:38 2010 :  IU INFO: Creation-date : 20101210
Fri Dec 10 16:19:38 2010 : PROCESSING ENTRY: VIRSCAN.zip - Virus Definitions
Fri Dec 10 16:19:38 2010 : Entry details:
Fri Dec 10 16:19:38 2010 :  Update-File:  VIRSCAN.zip
Fri Dec 10 16:19:38 2010 :  Update-Desc:  Virus Definitions
Fri Dec 10 16:19:38 2010 :  Auth DLL Name:  SAVIUAuth
Fri Dec 10 16:19:38 2010 :  Auth DLL Location:  local
Fri Dec 10 16:19:38 2010 :  Auth Content-Type:  virus definitions x32
Fri Dec 10 16:19:38 2010 :  Deploy Content-Type:  virus definitions x32
Fri Dec 10 16:19:38 2010 :  Deplo DLL Name:  SAVIUDeploy
Fri Dec 10 16:19:38 2010 :  Deploy DLL Location:  local
Fri Dec 10 16:19:38 2010 : AUTH DLL LOCATION: IU will read the DLL location from registry - SAVIUAuth
Fri Dec 10 16:19:38 2010 : REG SUCCESS: Success while opening key 
Fri Dec 10 16:19:38 2010 : REG FAILURE: Failed while reading the value for key named 
Fri Dec 10 16:19:38 2010 : DEPLOY DLL LOCATION: IU will read the DLL location from registry - SAVIUDeploy
Fri Dec 10 16:19:38 2010 : REG SUCCESS: Success while opening key 
Fri Dec 10 16:19:38 2010 : REG FAILURE: Failed while reading the value for key named 
Fri Dec 10 16:19:38 2010 : 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.
Fri Dec 10 16:19:38 2010 : 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.
Fri Dec 10 16:19:38 2010 : PROCESSING ENTRY: VIRSCAN.zip - Virus Definitions
Fri Dec 10 16:19:38 2010 : Entry details:
Fri Dec 10 16:19:38 2010 :  Update-File:  VIRSCAN.zip
Fri Dec 10 16:19:38 2010 :  Update-Desc:  Virus Definitions
Fri Dec 10 16:19:38 2010 :  Auth DLL Name:  ISAuthDLL
Fri Dec 10 16:19:38 2010 :  Auth DLL Location:  local
Fri Dec 10 16:19:38 2010 :  Auth Content-Type:  virus definitions x32
Fri Dec 10 16:19:38 2010 :  Deploy Content-Type:  virus definitions x32
Fri Dec 10 16:19:38 2010 :  Deplo DLL Name:  ISDeployDLL
Fri Dec 10 16:19:38 2010 :  Deploy DLL Location:  local
Fri Dec 10 16:19:38 2010 : AUTH DLL LOCATION: IU will read the DLL location from registry - ISAuthDLL
Fri Dec 10 16:19:38 2010 : REG SUCCESS: Success while opening key 
Fri Dec 10 16:19:38 2010 : REG FAILURE: Failed while reading the value for key named 
Fri Dec 10 16:19:38 2010 : DEPLOY DLL LOCATION: IU will read the DLL location from registry - ISDeployDLL
Fri Dec 10 16:19:38 2010 : REG SUCCESS: Success while opening key 
Fri Dec 10 16:19:38 2010 : REG FAILURE: Failed while reading the value for key named 
Fri Dec 10 16:19:38 2010 : 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.
Fri Dec 10 16:19:38 2010 : 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.
Fri Dec 10 16:19:38 2010 : PROCESSING ENTRY: VIRSCAN.zip - Virus Definitions
Fri Dec 10 16:19:38 2010 : Entry details:
Fri Dec 10 16:19:38 2010 :  Update-File:  VIRSCAN.zip
Fri Dec 10 16:19:38 2010 :  Update-Desc:  Virus Definitions
Fri Dec 10 16:19:38 2010 :  Auth DLL Name:  Norton X32 AuthDLL
Fri Dec 10 16:19:38 2010 :  Auth DLL Location:  local
Fri Dec 10 16:19:38 2010 :  Auth Content-Type:  VirusDefs
Fri Dec 10 16:19:38 2010 :  Deploy Content-Type:  VirusDefs
Fri Dec 10 16:19:38 2010 :  Deplo DLL Name:  Norton X32 DeployDLL
Fri Dec 10 16:19:38 2010 :  Deploy DLL Location:  local
Fri Dec 10 16:19:38 2010 : AUTH DLL LOCATION: IU will read the DLL location from registry - Norton X32 AuthDLL
Fri Dec 10 16:19:38 2010 : REG SUCCESS: Success while opening key 
Fri Dec 10 16:19:38 2010 : REG FAILURE: Failed while reading the value for key named 
Fri Dec 10 16:19:38 2010 : DEPLOY DLL LOCATION: IU will read the DLL location from registry - Norton X32 DeployDLL
Fri Dec 10 16:19:38 2010 : REG SUCCESS: Success while opening key 
Fri Dec 10 16:19:38 2010 : REG FAILURE: Failed while reading the value for key named 
Fri Dec 10 16:19:38 2010 : 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.
Fri Dec 10 16:19:38 2010 : 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.
What is this and how do I fix it.  It says Definitions Update: 281 days ago which would be about 5March2010 (about 9 months ago).  I am now using version 4.1.0.32 instead of 4.3.0.5 which is what I should be using.  Is it possible to download the 100+MB file for version 4.3.0.5 or not.  The one I found was N360-ESD-17-6-0-32-EN.exe and it was for 4.1.0.32 and it was 104MB.
2

Hello DixieCwgrl

 

Are you sure you purchased the correct version of N360 version 4.? There is the standard and the premier. The keys are not interchangeable. Also, please make sure you used the correct intelligent updater for 64 bit. Thanks.

3

All I know is that I clicked on Express Renewal in the Norton main window.  Then it opened IE8 and showed me the options to choose from, but it already had option to update my subscription for 2-years for USD114.00 selected.  I left that choice selected and clicked the button at the bottom to continue to the next screen to enter my payment method.  It let me use the same registration number that I used when I purchased a 2-year subscription in 2008.  I know I download the right one since the word premier was not in the file name.  Why would I need the 64-bit one when it is installed in C:\Program Files (x86)\Norton 360 which would indicate that it is a 32-bit application and not a 64-bit application.

4

still no new updates and still on old version.  Did I just waste over USD100 on a product that does not work.  if so then I want a refund.

5

Click Help and Support > Subscription Status.  The Status Check will update your program with the subscription information on the Symantec servers.

6

I am still on 4.1.0.32 and I am still getting the following error message:

 

 

Symantec Intelligent Updater
Intelligent Updater session complete.
All updates failed to install on the machine.  For mor details about the processing, please check the log file "Log.IntelligentUpdater.txt" creater in the  user's temporary directory.

 

 

I guess I did waste over USD100 renewing my subscription.

7

First of all I would like to ask you a question that why did you un-install the N360 after renewal. It would have worked with the present installation itself, and renewed automatically, if you have use the same "Norton Account" to renew it.

If the version before your renewal was a older one then, did you register properly after re-installing the same.

8

I was on 4.3.0.5 and then I renewed.  Now I am on 4.1.0.32 and not going anywhere.  I am probably at a security risk somewhere.

9

Have you gone to your Norton account to see if the new key is properly registered? 

10

That's what my question was, Why did you un-install in the first instance after renewal? Go through my previous post properly. If you had used the same Norton account for renewal, the renewal on your previous installation would have happened automatically without any un-installation and re-installation required.

It seems that the product was not registered properly after re-installation, Check your Norton Account.

Also Check your System Date and Time Zone Settings.

11

system timezone and date settings are fine and when I went to mynortonaccount.com it says that it expires Dec 9, 2012

12

I still have an out of date Norton Product.  If this does not get fixed soon I want a refund.

13

Hi SthrnDixieCwgrl,

 

My earlier instructions on how to check your subscription status where based on NIS 2011 which is the program that I am most familiar with, and it appears Norton 360 may require a different set of steps.  Please follow the steps outlined in the KB article below.  If your Norton Account shows the correct expiration date but your installed program does not, this will update your program to the correct subscription information.  Is your installed program showing that it has already expired?  If so, that is why it cannot update.  It should be a simple process to synchronize your subscription information and that should allow updates to resume. 

 

http://us.norton.com/support/kb/web_view.jsp?wv_type=public_web&docurl=20080925170526EN&ln=en_US

14

This has nothing to do with me having version 4.1.0.32 when I should have version 4.3.0.5 installed.  I went an manually downloaded the current updates and it tells me:

 

 

Symantec Intelligent Updater
Intelligent Updater session complete.
All updates failed to install on the machine.  For mor details about the processing, please check the log file "Log.IntelligentUpdater.txt" creater in the  user's temporary directory.
That file should have install and that should have upgraded me to 4.3.0.5 and it did not do that.
Since I am apparently on an outdated copy of Norton and I purchased to have the current version which I am unable to have, I WANT A REFUND.

 

15

Intelligent updater contains virus definitions only.  You need to run LiveUpdate to get program updates to get to version 4.3.  Running the status check, which takes less than a minute, should resolve the issue for you by correcting the expiration date in your installed product.  Have you even tried this?

16

It seems that you don't read and follow completely all the reply posts to your query!!!??? :smileysad:

And you will not get REFUND here. You will have to contact support.