Norton AntiVirus 2011 won't complete updates

[aggrevated1]

Sad state of affairs when the size of the complete program is only 63 megs and I needed to download 153 megs of updates to get my program current.

 

I bought this program back in June and installed it.  Got it set up and immediately tried to update the program.  First two phases, scan and down load, worked fine but I have yet to get all of the updates to process completely and correctly.  And to top it all off, I'm on dialup and only running at 28.8 bps.  It's a day and a half to down load 153 megs, and then just to find out they haven't/won't correctly process and update my program.

 

It was only a $30.00 lesson, but one that I won't soon forget.

 

Aggrevated1

[AllenM]

Hi aggrevated1,

 

Welcome to the Norton Community.

 

In addition to the extra information that Dick requested, there is one thing you can do to at least limit the size of a FULL definition download.

 

Please ONLY do this if you were not subsequently able to complete the live update.

 

From the main NAV window, click on Settings and it should bring up the Computer Settings page, if not click on that.

 

If you turn Smart Definitions ON it will limit the amount of data that you have to download when NAV is wanting to download the FULL set of definitions.

 

Before you decide to do this, let me explain what Smart Definitions are so that you can make an informed choice. With this option turned ON NAV will only download the CORE set of definitions which does not include definitions for older malware which has not been seen quite some time. If some old malware did start being propagated again you would still receive updates related to that malware.

 

From the NAV Help information it says:

 

---

Norton Internet Security provides the Smart
Definitions option to choose between the Core Set virus definitions and
Complete Set virus definitions for LiveUpdate sessions.

When Smart Definitions option is turned on,
Norton Internet Security activates the Core Set virus definitions which contain
the most important virus definitions that are required for latest security
threats as viewed by Symantec. Turning on the Smart
Definitions option minimizes download time, installation time, and system
start time. It also provides you free disk space of about 20-30MB. Therefore,
the Core Set results in faster performance of your computer.

When Smart Definitions option is turned off,
Norton Internet Security activates the Complete Set virus definitions which
contain all the virus definitions for each threat that is known to Symantec.

---

Please provide the exact version of NAV that you have. You can find this from Support > About. Also what version of Windows and SP (Service pack) you have and whether it is 32 or 64 bit.

 

Also, what error message if any do you receive when live update fails? When Live update is completed there is a "View Summary" link you can click which will give you more details about the updates it attempted and which ones failed vs succeeded. Additionally you can click on History then select Live Update from the drop down list. Please check this and let us know what was reported as part of the live update session. You can double click any of the events in history and get more detail on it.

 

This is in addition to what DIck has already requested.

 

Best wishes.

Allen

[aggrevated1]

Sad state of affairs when the size of the complete program is only 63 megs and I needed to download 153 megs of updates to get my program current.

 

I bought this program back in June and installed it.  Got it set up and immediately tried to update the program.  First two phases, scan and down load, worked fine but I have yet to get all of the updates to process completely and correctly.  And to top it all off, I'm on dialup and only running at 28.8 bps.  It's a day and a half to down load 153 megs, and then just to find out they haven't/won't correctly process and update my program.

 

It was only a $30.00 lesson, but one that I won't soon forget.

 

Aggrevated1

[lmacri]

Hi aggrevated1:

 

I feel your pain.  I have a dial-up connection, and the only way I can install a new NIS product upgrade is to take my laptop into a library or coffeeshop that has free public WiFi and do the upgrade there.

 

Further to AllenM's comments, I tried using the Smart Definitions with NIS 2011 and found it saved about 17 MB for the initial LiveUpdate (approx. 64 MB for the full definitions vs. 47 MB for the "core" Smart Definitions).  I've gone back to using the full definitions because disk space is not an issue on my hard drive.

 

I've had to make two changes to my configuration settings to prevent large product updates from being downloaded during automatic LiveUpdates and bringing my dial-up connection to a grinding halt.  I assume there are similar settings in your NAV 2011:

 

1.  Settings | Computer Settings | Updates | Automatic Live Updates | OFF

2.  Settings | Miscellaneous Settings | Automatic Download of New Versions | OFF

 

The first prevents the automatic delivery of product updates (e.g., from NIS 2011 v. 18.5.0.125 to v. 18.6.0.29) while the second prevents delivery of full product upgrades (e.g., from NIS 2011 to NIS 2012).

 

I still run a manual LiveUpdate at least once a day to keep my virus definitions updated, but I do it over my home dial-up connection when I know my connection is going to be idle, or just run the LiveUpdate over a public WiFi connection.

---------

Windows Vista Home Premium 32-bit SP2 * NIS 2011 v. 18.6.0.29 * IE 9.0 * Firefox 6.0
HP Pavilion dv6835ca, Intel Core2Duo CPU T5550 @ 1.83 GHz, 3.0 GB RAM, NVIDIA GeForce 8400 GS

[RichD]

Hi aggrevated1,

 

If your speed is limited to 28.8 kbps, are you sure that you acually reach that limit?

Would you be able to do a test of your download speed and compare it to the maximum of 28.8 kbps?  If your effective download speed is much lower than the maximum, then you may need to take additional steps in order to customize your modem settings so as to increase the speed

There are several on-line speed tests available on the internet.  One of them is

http://www.speedtest.net/

There is also a web-page with 28.8 modem information and hints:

Bandwidth calculator: for 28.8 Modem

http://web.forret.com/tools/bandwidth.asp?speed=20&unit=Kbps&title=for+28.8+Modem

 

RichD

[lmacri]

Hi RichD:

 

I have a 56 K dial-up modem, and it still isn't practical to use dial-up to download these large product upgrades.  I've tested my connnection and my LiveUpdates still take approx. 3 to 4 minutes per MB of download.  That means a typical 5 MB daily LiveUpdate now takes about 15 - 20 minutes over my home dial-up connection.

 

It would be helpful if the NIS 2011 system requirements here on the Symantec website actually mentioned a minimum connection speed (e.g., like the iTunes system requirements here on the Apple website) so that new users were at least aware that a broadband connection was required.

 

I've been using NIS for a few years, and before pulse updates were introduced, users used to receive a pop-up window that would warn them if large product updates (e.g., from v. 18.1 to 18.5) were about to be delivered via their manual LiveUpdates.  Users with dial-up connections could temporarily decline that one particular update and choose to proceed with the daily update for their virus definitions, etc.  It's too bad that dial-up users no longer have that type of control over how their product updates are delivered.

-------------

Windows Vista Home Premium 32-bit SP2 * NIS 2011 v. 18.6.0.29 * IE 9.0 * Firefox 6.0
HP Pavilion dv6835ca, Intel Core2Duo CPU T5550 @ 1.83 GHz, 3.0 GB RAM, NVIDIA GeForce 8400 GS

[lmacri]

Hi aggrevated1:

 

Any success trying to get your NAV installation file to download, or have you decided to try and get a refund?

 

Based on your initial post, you appear to have your modem configured properly to maintain your connection during a large download, but I'll post my Motorola 56 K modem settings in my next post just in case you want to double-check.

 

There are several problems beyond your control that can disrupt large downloads over a dial-up connection (e.g., disconnects from the download server or your ISP).  I know of some dial-up users who have used free file download managers like Innoshock's Orbit Downloader (CNET review here) or Tonec's Internet Download Manager (CNET review here) that can resume these broken downloads, and several are listed on the FileHippo website here.  I've never tried one of these download managers since I have optional access to a fast public WiFi connnection, but someone else following this thread may have an opinion about whether one of these download managers miight be a good option for you.

----------

Windows Vista Home Premium 32-bit SP2 * NIS 2011 v. 18.6.0.29 * IE 9.0 * Firefox 6.0
HP Pavilion dv6835ca, Intel Core2Duo CPU T5550 @ 1.83 GHz, 3.0 GB RAM, NVIDIA GeForce 8400 GS

[lmacri]

Hi aggrevated1:

 

As promised, here are my Motorola 56 K modem settings I use to ensure fast downloads and prevent disconnects if my system goes into idle during the download.  You must have Administrator priviledges to change these settings from the Device Manager.

1.  Open the Device Manager at Start |Control Panel | Device Manager (Win Vista).

 

2.  Expand the Modem section and double-click on the name of your modem.

 

3.  On the Modem tab, select the highest Maximum Port Speed (e.g. usually higher than the "normal" default speed of your modem).

 

 

4.  On the Advanced tab, click Advanced Port Settings and ensure the receive/transmit buffers are set to for fast performance.

 

 

5.  On the Advanced tab, click Change Default Preferences and and disable "Disconnect a call if idle for more than..." on the General tab to ensure large downloads are not aborted by your modem.

 

Depending on the modem, some of these settings can also be configured from the Phone and Modem Options (Start | Control Panel | Phone and Modem Options | Modems | Properties).

 

There is also a good article here on the SpeedUpNow site on tweaking your dial-up connnection.  It specifically mentions 56 K modems but most tweaks would apply to your 28 K modem.

--------

Windows Vista Home Premium 32-bit SP2 * NIS 2011 v. 18.6.0.29 * IE 9.0 * Firefox 6.0
HP Pavilion dv6835ca, Intel Core2Duo CPU T5550 @ 1.83 GHz, 3.0 GB RAM, NVIDIA GeForce 8400 GS

[Ticked-Off]

Hi All, I found this forium thanks to Google. I was going to post a request for this very information, then I just happened to find a thread already here about it. I've been having the same problem with my Norton Anti Virus updates, as has been described here. As my screen name states, I'm pretty Ticked Off about it. According to my Norton history, the last successful update was 58 days ago.I have a pokey dial up connection as well. I'm on a fixed income, so that is all I can afford. I don't appreciate paying good money for something that doesn't operate properly, hence the meaning behind the appropriate screen name. At any rate, I'm glad that I found a few suggestions here. Hopefully they will prove to be a solution to my problem. Thanks to all who shared the above info for those of us who aren't as computer savvy as we'd like to be.

[lmacri]

Hi Ticked-Off:

 

Welcome to the Norton community.  We should start a special forum just for the dial-up users - we're a small but passionate (and frequently ticked-off ) group.

 

If tweaking your modem settings doesn't help, post back with the exact version of NAV you're running (see Support | About)  and your Windows operating system.  Check the status of your subscription (Support | Subscription Status) and let us know if the number of days left on your subscription is correct.  Also check the following update settings and let us know if one or both is disabled (which wouldn't be surprising if you use a dial-up connection).  If Automatic LiveUpdates are disabled then Pulse Updates are also disabled by default.

 

Settings | Computer Settings | Updates | Automatic LiveUpdates

Settings | Computer Settings | Updates | Pulse Updates

 

I use NIS 2011 v. 18.0.6.29 and when I open the Norton Tasks window (Performance  | Norton Tasks) I can see the Last Run dates of my Automatic LiveUpdate and Pulse Update.  Does the date in the Norton Tasks window match the last run date in your NAV history?  My last run dates both say Never in the Norton Tasks window because I have automatic updating disabled and run my LiveUpdates manually.

 

I hope all this makes sense.  I'm not certain that these settings are identical in NIS ans NAV.

 

 

----------

Windows Vista Home Premium 32-bit SP2 * NIS 2011 v. 18.6.0.29 * IE 9.0 * Firefox 6.0.0
HP Pavilion dv6835ca, Intel Core2Duo CPU T5550 @ 1.83 GHz, 3.0 GB RAM, NVIDIA GeForce 8400 GS

 

[Ticked-Off]

In response to your inquiry, I have Norton Anti Virus 18.6.0.29. I've tried the above suggestions & am still unable to download the updates. I see 'Quick Scan Complete'. However it states 'Protection Updates Not Fixed. Yet another window regarding 'Norton Live Update: States 'Norton Live Update In Progress' 'Check For Updates: Complete' While directly below that, in 'Download Updates' It tells how much has been downloaded. If there are any other suggestions, please share them. I'm stumped as to why I still can't download the updates. BTW, I Windows Vista Home Premium.

[lmacri]

Hi Ticked-Off:

When you perform a manual LiveUpdate (click Run LiveUpdate from the main NAV interface, or right-click on the NAV icon in your system tray and select Run LiveUpdate), do you see a Window like the screenshot below?


 
On my 56K dial-up connection, a typical dialy 6 MB LiveUpdate would take about 20 min to complete.  If you have not successfully performed an LiveUpdate since you installed NAV 2011, the initial LiveUpdate will be about 65 MB or approx. 4 hours.  You can decrease this initial LiveUpdate slightly to about 50 MB or 3 approx. hours by downloading only the core set of virus definitions (Settings | Computer Settings | Computer Scans | Smart Definitions | On) - see my post here in crisoco8722's thread ccSvchst, Silent Mode & Smat Defs.
 
Does the LiveUpdate update appear to proceed without errors if you stay off your computer and let the update run to completion, or ar you getting some sort of error message?  Also, do you have a mobile laptop and access to free public WiFi, say in a library or coffee shop, where you could run your LiveUpdate on a faster Internet connection?
-------------
Windows Vista Home Premium 32-bit SP2 * NIS 2011 v. 18.6.0.29 * IE 9.0 * Firefox 6.0
HP Pavilion dv6835ca, Intel Core2Duo CPU T5550 @ 1.83 GHz, 3.0 GB RAM, NVIDIA GeForce 8400 GS

[RichD]

I used to be on a 28.8kbps connection, and the way I managed it was to go to the Internet Centre in the nearest big town once a week and do my downloads from there.  This was not ideal, but it was manageable.  The main problem was to try to avoid the Skyper crowds on the weekends, because Skype sessions would slow down the shared connection considerably.

RichD

[RichD]

---

lmacri wrote:

We should start a special forum just for the dial-up users -

---

Another possibility is to develop a FAQ especially for low-speed and metered broadband users.  The 2012 products have a new feature called "Metered Broadband Mode" .  The FAQ could specify the settings needed to optimize downloads in the various settings, including settings for use by dial-up users.

 

The default settings in the new products are suitable for high-speed broadband users, but are not really suitable for low-speed or limited bandwidth users.

RichD

 

 

[lmacri]

Hi RichD:

 

I see you're running NIS/NAV 2011 like Ticked-Off and most other users in this thread, but if anyone's interested Symantec employee michaell posted here in Jerry20's thread Disabling All Idletime Activities describing exactly what the Critical Updates Only and No Traffic options in control in the new Metered Bandwidth feature in NIS 2012.  It looks like the Metered Bandwidth feature is intended more for mobile broadband devices with limited data usage plans on 3G/4G networks (see here in article the What's New in Norton Internet Security) but it looks like it could be used as a temporary workaround for dial-up users as well.  I say temporary because it looks like dial-up users would still have run a LiveUpdate at some point to keep their product up-to-date.

 

There are dozens of posts by dial-up users in the Product Suggestions forum (including one here I posted myself) but I get the sense that Symantec is reluctant to address the issue of performance problems over dial-up connections.  I can partly understand that, given that any tweak that users make to their Norton settings could compromise system security, but  if Symantec isn't going to provide optimized settings for dial-up users during installations (e.g., disabling of non-critical features such as Norton Community Watch, Automatic Download of New Versions, Special Offer Notification, etc.) then a FAQ or warning in the System Requirements about bandwidth usage for dial-up connections (see here for NAV) would certainly be appreciated.

 

That being said, we still have to figure out if Ticked-Off's issue is related to the slow dial-up connection or to something unrelated like a subscription renewal or firewall problem.

--------

Windows Vista Home Premium 32-bit SP2 * NIS 2011 v. 18.6.0.29 * IE 9.0 * Firefox 6.0
HP Pavilion dv6835ca, Intel Core2Duo CPU T5550 @ 1.83 GHz, 3.0 GB RAM, NVIDIA GeForce 8400 GS

[RichD]

---

Ticked-Off wrote:

... I see 'Quick Scan Complete'. However it states 'Protection Updates Not Fixed. Yet another window regarding 'Norton Live Update: States 'Norton Live Update In Progress' 'Check For Updates: Complete' While directly below that, in 'Download Updates' It tells how much has been downloaded. 

---

Hi Ticked-Off,

 

Where are you seeing these messages 'Quick Scan Complete', and 'Protection Updates Not Fixed'?  Do they come as pop-ups while you are doing LiveUpdate, or are you seeing them in the log?

 

I think lmacri has covered all of the important things to do in order to set up manual LiveUpdate.  One other thing I might mention is that it is important to wait until the LiveUpdate is completely finished, and this might take some time.

 

There are three explicit phases in the LiveUpdate process: Check for Updates | Download Updates | Process Updates. But even after these three phases show a Status of 'Completed' there is still a fourth stage that must be completed.  This fourth stage might be called "Folder Maintenance and Housekeeping" and it involves the updating of the table of contents for each of the definition folders and for any engine folders  that have been updated, as well as removing all of the downloaded zip files that have already been processed. It also uses this time to update the LiveUpdate log in the History link  When this fourth and final stage is completed, there will be a blue link in the lower left of the window: View Summary.  This link doesn't  show up until all of the folder maintenance activities have been completed, and this could take a while.

 

How have your LiveUpdate sessions terminated in the past?   Did you let them run to completion until the View Summary link appeared,  or did you terminate the session, either by clicking the Cancel button at the bottom, or by clicking on the X (close) button in the upper right corner of the window?  If you clicked on the Cancel butrton, then the system will probably roll back to the state before you started the LiveUpdate session and probably remove even the updates that were successful installed earlier in the session.  If you aborted or closed the window prematurely,then you may have caused the indexes in some of the folders to be out-of-sync with the folder contents.

 

What does your History log say?  Do you have a History | LiveUpdate log?  Does it show the result of each of your LiveUpdate sessions?  It should show the detail of whether the session was cancelled or whether the session aborted. It should also show which of the updates was successful.  If your LiveUpdate log shows no record of any updates, then this suggests that the update process was not allowed to run to completion. Whenever the LiveUpdate process runs to completion -- even if some of the updates were unsuccessful -- the log should give an account of what happened during the session.  If you do not let it run to completion, then you may not get any information posted to the LiveUpdate log.

 

RichD