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Issue abstract:
Live Update and Software Updater say that I am offline when I am not. I am running 25.4 of Norton 360. How do I get this resolved as it is occurring on all 5 of my PC’s.
Detailed description:
See above
Product & version number:
25.4.10068 (build 25.4.10068.0)
OS details:
Windows 11 24H2
What is the error message you are seeing?
“Unable to connect to Live Update” and Software Updater states “You’re offline”. I tried logging in after clicking “Logged out” in the upper left and get “We’re having trouble connecting”.
If you have any supporting screenshots, please add them:
@SysProg Norton services status site shows all services are green across the board presently. Are you located in the US or another region?
https://status.norton.com/
Edited: If you have a VPN enabled disable it and retry.
Conversely, the recommendation here on the forums is NOT using Software Updater nor Driver Updater from Norton due to the possibility of your devices being rendered not bootable. I see you also listed Windows 11 24H2 as installed, there shouldn’t be any reason for not using Windows updates for drivers which are already certified for your version of Windows.
Software updates are also better served by getting them directly from their respective websites to prevent getting software that has issues.
SA
Hi SoulAsylum,
I am in the US and do not have a VPN enabled. I am running Pi-hole but there are no entries showing access was prevented. I also disabled Pi-hole and have the same issue.
Thanks for the post back. Sorry if I ask too many questions lol, Its the way I try best to find the cause of an issue working from the obvious to the not so obvious. Thanks for your patience.
First. Are these clean installs on each device, or updated to the latest version? In either case my first recommendation is a clean restart on each device, one at a time to see if things progress to usable.
You are running Pi- hole at the router level in your network I assume. Does a restart of your router, aka power cycle provide any change?
SA
One is a clean installed (a new laptop) and my desktop was probably from an upgrade as I have been running Norton for well over a year now (since a few months before Kaspersky was banned).
My router was restarted a few hours ago and had no effect on my desktop or the new laptop. Yes, Pi-hole is a running on a Raspberry Pi 4 wired to my router. It is set up as my DNS server to block almost all ads.
I am wondering if a packet trace would help. I used to support Linux (on the mainframe) before I retired last year and there was a command called ‘tcpdump’ that we would use. I don’t believe that Windows has that command but I think a packet trace could be obtained with Wireshark.
Let me know your thoughts. I don’t have the expertise to read the trace to see what is occurring.
Use the command pktmon.exe to packet sniff on Windows. You should get the same results as tcpdump would.
SA
