Norton 360 Standard LiveUpdate "Sie sind offline"

[Starfox]

Note: Please do not post Personally Identifiable Information like email address, personal phone number, physical home address, product key etc.

Issue abstract: Liveupdate Shows “You are offline” (Internet works fine)

Detailed description: LiveUpdate shows “You are Offline” (Internet works fine)

Product & version number: 24.9.9452 - 24.9.9452.875

OS details: Windows 11 23H2

What is the error message you are seeing?

If you have any supporting screenshots, please add them:

[Starfox]

It works only if Norton VPN is activated, otherwise not.

It´s a Bug.
The new Norton menus are also not very clear (old Version is better)

[Starfox]

Now Aquacomputerservice.dll or .sys is blockt and i can´t create a exception rule because its blocked from Loading to Kernel (Product Tamper Protection). For this Category there are no Exception rules…

The New Norton v.24 is a worsening against v.23 only Problems now

[Gribouille342]

Bonjour,

Je suis confronté au même problème que vous, depuis le passage à la version 24.9 hier.
Cliente de longue date, je dois reconnaître que je suis un peu déçue.

Cordialement,

[bjm]

@Starfox

Now Aquacomputerservice.dll or .sys is blocked and I can´t create a exception rule because its blocked from Loading to Kernel (Product Tamper Protection). For this Category there are no Exception rules…

The New Norton v.24 is a worsening against v.23 only Problems now

Hello @Starfox
If you fully trust Aquacomputerservice.dll or .sys:
Try turning Block vulnerable kernel drivers setting off to allow an exception to load this .dll or .sys. Then turn Block vulnerable kernel drivers setting back on and see if Norton remains satisfied.

[bjm]

@Gribouille342

I’m facing the same problem as you, since upgrading to version 24.9 yesterday.

Hello @Gribouille342
same problem as @Starfox ?

[Gribouille342]

Bonjour @bjm

Je vous remercie pour votre retour et je vous prie de bien vouloir m’excusez pour cette réponse tardive.
Pour répondre à votre question, je rencontre le même problème que @Starfox concernant les mises à jour. Dans mon cas, elles ne sont possibles que si le VPN est activé. De plus, les mises à jour manuelles sont impossibles étant donné que Norton 360 Advanced me dit que je ne suis pas connectée à Internet. Je précise que je suis connectée en mode filaire Ethernet par la fibre puisque je réside en France.

Cordialement,

[Starfox]

Hi,

@bjm this fixed the Problem with Aquacomputerservice.sys but a exception Rule for only this Driver would be nicer because all drivers that are not “safe” are allowed and not just this one is excluded.

The problem with the live update is still there, it works automatically and manually only with Norton VPN activated, the same applies to the Software Update search (works only with Norton VPN activated)

I don´t wan´t or need the Norton VPN.

[bjm]

@Starfox

@bjm this fixed the Problem with Aquacomputerservice.sys but an exception Rule for only this Driver would be nicer because all drivers that are not “safe” are allowed and not just this one is excluded.

Hello @Starfox
Thanks for posting progress.

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@Starfox

The problem with the live update is still there, it works automatically and manually only with Norton VPN activated, the same applies to the Software Update search (works only with Norton VPN activated)

fwiw ~ …initially I over-installed v24…pulled from my Norton account.
Then after playing a while with v24. I clean installed v24. Just me.
Caveat: I run Software Updater > Settings = Off.

@Starfox

I don´t want or need the Norton VPN.

Do you run other VPN? Do you think that VPN is causal re: LiveUpdate issue?
Was that other VPN connected when you received N360 v24?

[bjm]

@Gribouille342

I have the same problem as @Starfox regarding updates. In my case, they are only possible if the VPN is enabled. In addition, manual updates are impossible since Norton 360 Advanced tells me that I am not connected to the Internet.

Hello @Gribouille342
and you’ve clean installed v24? with same issues?

[Starfox]

Hi,

i don´t run another VPN, but i would like to use LiveUpdate from Norton manually (Button “Check Now” or “Jetzt prüfen” on German) This don´t work without activated Norton VPN.

When you run Norton without Norton VPN activated LiveUpdate tells simple “You are offline” That´s confusing for a User because i´m not offline from Internet.

In Norton 360 v.23.x you can run Liveupdate manually without Problems and you are not connected to Norton VPN.

[Gribouille342]

Bonsoir @bjm
Je vous confirme que j’ai fait une installation propre de Norton 360 version 24.9 à partir d’une image système Windows 11 Home 23H2 avec Windows Defender seulement. Hélas le problème persiste.
Demain, je tenterai une nouvelle installation propre de Norton 360 et je vous tiendrais informé si vous le souhaitez.

Cordialement,

[bjm]

@Starfox

i don´t run another VPN, but i would like to use LiveUpdate from Norton manually (Button “Check Now” or “Jetzt prüfen” on German) This don´t work without activated Norton VPN.

Sorry, other than v24 clean install…head scratch
may be v24 bug

@Starfox

In Norton 360 v.23.x you can run Liveupdate manually without Problems and you are not connected to Norton VPN.

v22.x & v24.x run Norton LiveUpdate manually not connected to Norton Secure VPN.
Curious, do you have standalone Norton Secure VPN installed along side Norton 360?

[bjm]

@Gribouille342

Tomorrow I will try a new clean install of Norton 360 and will let you know if you like.

Yes, we’d all like to know whether v24 is buggy.

[bjm]

two users = same v24 issue
We’ll try to call attention:

[Gribouille342]

A titre d’information, j’utilise le VPN qui est intégré à Norton 360 Advanced.

Je ferai un test demain matin (heure française) et je reviendrai ici sans faute.

[bjm]

@Gribouille342

FYI, I use the VPN that is built into Norton 360 Advanced.
I will do a test tomorrow morning (French time) and come back here without fail.

Hello @Gribouille342
…and you tried Restore to Default and Repair Norton?

[Starfox]

Good Morning,

here are more Users who talks about that Problem with the LiveUpdate and “You are offline”

Norton 24.8.9372 says I'm offline

Same here, only if i activate Secure VPN LiveUpdate works otherwise it show “You are offline” Similar to my thread:

With Norton 360 v.22 or v.23 i don´t know anymore i had installed Norton VPN that was included to Norton 360, but here i never had it activated and LiveUpdate works with a manually Check and Update over the Button. (we don´t talk about the Automatic LiveUpdate that works fine in both Versions v.24 and 2 or 23).

[Gribouille342]

Bonjour @bjm

Je reviens vers vous comme convenu pour vous dire que je viens de faire une installation propre de Norton 360 advanced et que le problème persiste hélas

Vous pouvez voir sur cette image (avant l’installation de Norton 360) que ma connexion Ethernet fonctionne.

Cette seconde capture vous montre Norton 360 juste après son installation avec les paramètres par défaut et sans avoir effectué de mises à jour manuelles.

Comme vous pouvez le constater sur cette dernière capture ma connection Ethernet fonctionne très bien malgré ce qu’affirme Norton !!!

Bref, je suis très déçue et je regrette d’avoir renouveler ma licence le 23 septembre dernier.Norton est devenu une catastrophe en ce qui me concerne.
Par conséquent, je ne veux pas être un béta testeur et utiliser une solution de sécurité qui pour moi n’est pas fonctionnelle et finalisée. Je vais donc tout de suite opter pour autre solution de sécurité ne faisant pas partie du groupe Gen Digital.
Cordialement,

[utilisateur34]

Cancellation of subscription contract how can I do it ?