Norton 360 v4 live update fails to update virus definitions

Norton Security | Norton Internet Security
1

Hello guys,

 

I'll try to keep this as short as poss.

 

I upgraded to Norton 360 v3 back in January and it all worked really well for a couple of months, then I started getting "one click support" error messages on pretty much every boot, stating that virus definitions are out of date and to run intelligent updater, which would fix the issue for a while.

 

Then "one click support" suggested upgrading to v4, which I was happy to do, but the problem persists.

 

Basically if I force a live update, everything will update OK, except the virus definitions.

 

If I download the latest intelligent updater and run it, the virus definitions are updated, but within an hour or two live update will try to update the virus definitions again and fail and I'm back to a "red cross" status.

 

I've tried uninstalling using the Norton uninstaller and re-installing - still the same.

 

I've had a couple of live support sessions where we have uninstalled again, cleaned all traces of Norton off the machine, cleaned out the registry and re-installed - still the same.

 

The problem is very specific - it is only the virus definitions that fail to update.

 

Anyone seen this issue before or have any ideas what can be causing it?

 

My machine is fairly old, running XP sp3 with1 Gb RAM and I haven't spotted any other strange behaviour.

2

Hello guys,

 

I'll try to keep this as short as poss.

 

I upgraded to Norton 360 v3 back in January and it all worked really well for a couple of months, then I started getting "one click support" error messages on pretty much every boot, stating that virus definitions are out of date and to run intelligent updater, which would fix the issue for a while.

 

Then "one click support" suggested upgrading to v4, which I was happy to do, but the problem persists.

 

Basically if I force a live update, everything will update OK, except the virus definitions.

 

If I download the latest intelligent updater and run it, the virus definitions are updated, but within an hour or two live update will try to update the virus definitions again and fail and I'm back to a "red cross" status.

 

I've tried uninstalling using the Norton uninstaller and re-installing - still the same.

 

I've had a couple of live support sessions where we have uninstalled again, cleaned all traces of Norton off the machine, cleaned out the registry and re-installed - still the same.

 

The problem is very specific - it is only the virus definitions that fail to update.

 

Anyone seen this issue before or have any ideas what can be causing it?

 

My machine is fairly old, running XP sp3 with1 Gb RAM and I haven't spotted any other strange behaviour.

3

How did you install Norton? Was it from a CD or download from the internet?

4

Initial upgrade from v3 to v4 from internet download.

Later re-installation of v4 from fresh internet download.

 

Haven't had a Norton CD for years!

 

I'll find the requested log file when I'm back with the PC later.

5

Ok, here is the end of the log file. Not sure how much of it you need, but there is lots more!

6

Do you have any proxy set for your connection?

What exactly happens when you try to run LiveUpdate manually?


Yogesh

7

No proxy server.

 

From boot just now, this is what happens:

 

1. Norton has red cross status

2. One Click Support opens and reports:

Error: "3047,53" after I install Norton 360 Version 4.0

and suggests running intelligent updater

I have run intelligent updater many times from this point, but the problem always returns.

3. Open Norton 360 main window:

Status: PC Security At Risk!

4 items need your attention

Details:

Auto-Protect = red cross

Definitions Update = red cross

Inbound Email Scanning = orange exclamation

Outbound Email Scanning = orange exclamation 

5. Hit "Fix Now"

Fix Norton 360 Options completes sucessfully.

Live Update runs, downlaods very little if anything, but takes ages to process updates and gives the message:

Not all of the updates were successful.

Summary:

Green - Norton 2010 Web Protection Definitions: Success

Green - Norton 2010 Computer Health Monitoring Service Submission Control Data: Success

Red - Norton 2010 Virus Definitions: Failed to complete

Green - Shasta Submission Control Data: Success

Green - Norton 2010 Pulse Updates: Success

6. Close the activity window

7. Main window status still the same as it was at stage 3. above.

8. Ran an intelligent update I downloaded earlier - status went to green.

9. Ran live update - status went to red.

Not all of the updates were successful.

Summary:

Red - Norton 2010 Virus Definitions: Failed to complete

 

Norton support thik there must be the legacy of an old infection somewhere on the system and suggested formatting the HD, re-installing the OS etc, which is tempting at this point. I've wasted so much time on this issue....

8

Hello john-mather

 

Please run a full scan with the free version of Malwarebytes and post the log here when it is finished. The free version is compatible with your N360. You can find Malwarebytes here.

 

Download the free version, install and update then run a FULL scan. After the scan completes you should post the logs back to this thread.

You can find Malwarebytes here

http://www.filehippo.com/download_malwarebytes_anti_malware/

It is a safer location to get the program from than malwarebytes themselves because some malware creators have large lists of sites that they block. Please be careful to down load the correct program ----the FREE version of MALWAREBYTES

(Thanks to Delph for providing the alternative site)

9

Malwarebytes found and removed some stuff in the registry, including:

AntiVirusDisableNotify (Disabled.SecurityCenter)

FirewallDisableNotify (Disabled.SecurityCenter)

 

....which doesn't sound good.

 

Log file attached.

 

Restarted PC and norton still won't update the virus defs. though.

10

Make sure that the system date in your computer, and the regional/language settings are set correctly. Restart your computer and then run LiveUpdate again. Let us know the results.


Yogesh

11

I had already checked the date/time/regional/language settings, but re-checked just to be sure. Still the same result.

 

Slightly worrying that each anti-malware software finds something that others missed though.

 

Norton 360 thought the machine was clean, PC tools found and removed some malware (PC Tools now uninstalled by the way) and now malwarebytes has found something else....

12

Hi John

 

We need some logs to investigate this issue further.

 

I've sent you a Private Message asking for few info. You can access it by clicking on the () Private Messages icon in the upper right hand corner of the page.

This will help us to  resolve your issue

Thanks,

 

JerryM

Norton Forums Moderator

Symantec Corporation.

13

I'm having the exact same problem on two different computers that im running norton 360 v4. Liveupdate takes a very long time and then updates everything EXCEPT the definitions. Similarly to the original poster, I can get the definitions updated by downloading the 65mb updater via symantec.com, but it concerns me that im having the same problem on two separate computers. Thoughts?

14

When the LiveaUpdate fails, can you check more Details and get the complete error message?


Yogesh

15

Hello

 

There is a problem with antivirus definitions. No one has received any antivirus defintions now for at least 5 hours. There is a thread about this in the NAV/NIS section. No one from Symantec has given any explanation for this since it has been happening quite frequently.

16

Still 5 hours without any definitions updates....or word from Symantec:

 

http://community.norton.com/t5/Norton-Internet-Security-Norton/No-live-update-again-updates-stuck-on-one-hour-ago/td-p/229346

 

17

Please see my reply in the following thread. The same applies to Norton 360 definitions. I'm sorry for not posting it sooner:

 

http://community.norton.com/t5/Norton-Internet-Security-Norton/No-live-update-again-updates-stuck-on-one-hour-ago/m-p/229457/highlight/true#M111289

18

Pulse updates have already started to occur.  My copy of N360 is saying that it was updated 23 seconds ago.

 

Cheers,

Dave

19

Not yet effective here.  The Norton 360 on this machine says, "Definitions Update, 10 hours ago".  This means automatic liveupdates are not happening and pulse updates are not happening.  So the problem is not fixed.

20

Two computers with Norton 360 version 2, Windows Vista - just ran liveupdate a few minutes ago, and no problem.  Updates successfully installed.

 

One computer with Norton 360 version 3.8, Windows 7 - just tried liveupdate a few minutes ago as well as two more attempts during last hour, and message on screen read, "the update process was cancelled".  This is not good.  What is happening with this?  Last liveupdates were 16 hours ago, but cannot do any liveupdates on this N360 v.2 Windows 7 computer.  Bad!  What's happening?