Norton Ghost 14.0 fails Live Update LU1812

Norton Security | Norton Internet Security
1

Norton Ghost 14.0.0.24815 (from the CD)
Vista ultimate 64 bit

LU1812 A program that was part of the update failed when it ran.

also Ghost dialog box

Cannot connect to Norton Ghost Backup Service on User-PC
Cannot connect to the Agent on User-PC


I have tried a clean install as your web page suggests using the Norton Removal Tool
I have checked for orphan files
Then installed Norton Ghost 14,0 from the CD
This is OK
When I try Live Update it fails and distroys the original installation.

On the Forum it would appear that other people have this problem
Regards

 

2

I'm also having the same problem.   Installed Borton Ghost 14 on a totally new lap top. Install was successful, ran LiveUpdate, failed with a critical error and all I could do was uninstall. 

 

Any help would be great?

3

I have used Norton products for a long, long time and am coming to the conclusion that Symantics is unable to support and maintain all the variation of operating systems, etc.  Although I am currently running four of their products on two computers and thing they are best of breed WHEN THEY WORK, I am rapidly coming to the conclusion that it is time to give up on Norton.

 

I know I am preaching to the initialte but installation, maintence and operation of Ghost and Norton Security system (360, NIS, etc) are a disaster. 

4

OS Vista 64 bit

Live update fails with LU1812 and LU1806 errors.  Tried running Norton removal tool and then reinstalling, I also tried running the Ghost application with administer privileges.  

5

Live update fails with LU1812 and LU1806 errors.

 

Same problem here on XP Home.

When I closed the update window I got a "Norton Ghost Service Connection" window with the message "Cannot connect to the agent on MAIN"; and options to "Reconnect, Deploy Agent, and Edit computer list".

"Reconnect" didn't.

"Edit computer list" lists only MAIN; this system is stand alone, no connections except internet.

"Deploy Agent" results in "User credentials cannot be used for local connections", after entering administrator name and password. What is this stuff?

 

 

6

Hello,

I reported this problem on here last October, as well as to Norton Support, with no response from Norton.  One user on the forum said he had the same problem and corrected it by downloading the Norton software removal tool and re-installing.  I have tried that, and it does not help.  The Live Update from this product simply does not work, nor does the Norton support mechanism.

 

My experience with both Norton Ghost 14 and Norton 360 support on my new Windows Vista 64 bit laptop has been terrible.  The Live Update installation for this product is broken.  Norton has not shown an interest in acknowledging the problem or addressing it.

 

 

7

The following solution has worked for me twice after two Ghost 14 LiveUpdate failures like yours (a few months ago and a couple of weeks ago). I have Vista Ultimate 64-bit. Uninstall Ghost with or without Norton Removal Tool - works either way, restart PC, reinstall Ghost 14 and leave the installation CD in your drive tray (very important!). Run LiveUpdate using Ghost 14 (click Help) and select the Ghost 14 update only (if in LiveUpdate Express Mode, go to Start>Control Panel>Symantec LiveUpdate and select Interactive Mode). You will notice that LiveUpdate reads and/or retrieves files from you installation CD during the process. I notified Symantec/Norton of this solution after a previous LiveUpdate with Ghost several months ago, but they have obviously ignored it. Maybe someone with Norton will pick up on this and add it to their Knowledge base. There is one caveat with the recent LiveUpdate a couple of weeks ago. You may not be able to backup your c: drive on DVD. I just noticed this tonight and will revert to my previous c: drive backup before the recent LiveUpdate. I was able to Image my c: drive on DVD prior to the recent LiveUpdate.

8

OUgrad said: leave the installation CD in your drive tray (very important!)

 

I have no installation CD, download only, what now?

9

I assume the download version is the same basic program as mine. Symantec should give you the option to buy a CD with the download version as this program is useless for disaster recovery of your hard drive without it. You must have the CD to boot into the "recovery environment" as Norton calls it. Short of that, I'd try uninstalling what you have and reinstalling it. Then try LiveUpdate again.

10

OUgard:

If purchased, the Ghost installation CD does include the necessary disaster recovery software.

The download includes a Recovery Disk .ISO file, with which a Symantec Recovery Disk may be created. It is my understanding that this CD will contain only the software necessary for disaster recovery via a "backup" created by Norton Ghost; not the full Ghost application on an "installation" CD. I will test your solution using the SRD.

11

at this point I am not willing to try any more potential "fixes" until Norton acknowledges the problem and issues a correction.  I have uninstalled and reinstalled many times with various suggestions to fix it, and none worked.  The installation of the update is flat out broken, and needs to be fixed.

 

Does anyone from Symantec (or Norton) read these posts?  Is there any mechanism to get a problem report to Norton without wasting more time with the chat support that basically just goes through a script to uninstall and reinstall the product?

 

I've never dealt with a software company that is so difficult to report a problem to, and get a resolution.  It should be simple to fix this problem, as it is easily reproduced.

 

12

I to only have the downloaded version:( 

I lookedat the liveupdate logs, see below, it looks like as UOgrad is on to something, there is a file missing.  Is there a way to extract the files from "NGH140_AllWin_EnglishTryBuy30.exe"?

 

12/29/2008, 5:07:08 GMT -> Progress Update: PATCH_PROCESSING_START: Number of patches: 1
12/29/2008, 5:07:08 GMT -> Progress Update: PATCH_START: Patch File: "C:\ProgramData\Symantec\LiveUpdate\Downloads\Updt580\1229636762jtun_norton_ghost_14.0_sp4_patch.zip.full.zip", Script File: "C:\ProgramData\Symantec\LiveUpdate\Downloads\Updt580\Norton_Ghost_14.0_SP4_Patch.dis"
12/29/2008, 5:07:09 GMT -> Progress Update: SECURITY_PACKAGE_TRUSTED: "C:\ProgramData\Symantec\LiveUpdate\Downloads\Updt580\1229636762jtun_norton_ghost_14.0_sp4_patch.zip.full.zip"
12/29/2008, 5:07:09 GMT -> Signer: cn=Symantec Corporation,ou=Usage - spr1sgnwebpin01 token,ou=Locality - Springfield,ou=Product Group - LiveUpdate,ou=SymSignature,o=Symantec Corporation
12/29/2008, 5:07:09 GMT -> Progress Update: UNZIP_FILE_START: Zip File: "C:\ProgramData\Symantec\LiveUpdate\Downloads\Updt580\1229636762jtun_norton_ghost_14.0_sp4_patch.zip.full.zip", Dest Folder: "C:\ProgramData\Symantec\LiveUpdate\Downloads\Updt580"
12/29/2008, 5:07:09 GMT -> 1229636762jtun_norton_ghost_14.0_sp4_patch.zip.full.zip is in RAR format.
12/29/2008, 5:07:10 GMT -> Progress Update: UNZIP_FILE_FINISH: Zip File: "C:\ProgramData\Symantec\LiveUpdate\Downloads\Updt580\1229636762jtun_norton_ghost_14.0_sp4_patch.zip.full.zip", Dest Folder: "C:\ProgramData\Symantec\LiveUpdate\Downloads\Updt580", HR: 0x0      
12/29/2008, 5:07:10 GMT -> Added package to cache...
12/29/2008, 5:07:10 GMT ->  DIS - LAUNCHEX("C:\ProgramData\Symantec\LiveUpdate\Downloads\Updt580", "Norton_Ghost_14.0_SP4_Patch.exe", "-q -r3", 1) <BEGIN>
12/29/2008, 5:07:10 GMT ->   Launching commandline C:\PROGRA~3\Symantec\LIVEUP~1\DOWNLO~1\Updt580\NORTON~1.EXE -q -r3.
12/29/2008, 5:08:05 GMT ->   Executable returned error code -11.
12/29/2008, 5:08:05 GMT ->  DIS - LAUNCHEX(0x802A0023) <END>
12/29/2008, 5:08:05 GMT -> Progress Update: PATCH_ERROR: Patch File: "C:\ProgramData\Symantec\LiveUpdate\Downloads\Updt580\1229636762jtun_norton_ghost_14.0_sp4_patch.zip.full.zip", Script File: "C:\ProgramData\Symantec\LiveUpdate\Downloads\Updt580\Norton_Ghost_14.0_SP4_Patch.dis", HR: 0x802A0023
12/29/2008, 5:08:05 GMT -> HR 0x802A0023 DECODE: E_DIS_LAUNCHEX_FAILED_PROCESS_EXIT_CODE
12/29/2008, 5:08:05 GMT -> Progress Update: PATCH_FINISH: Patch File: "C:\ProgramData\Symantec\LiveUpdate\Downloads\Updt580\1229636762jtun_norton_ghost_14.0_sp4_patch.zip.full.zip", Script File: "C:\ProgramData\Symantec\LiveUpdate\Downloads\Updt580\Norton_Ghost_14.0_SP4_Patch.dis", HR: 0x802A0023
12/29/2008, 5:08:05 GMT -> HR 0x802A0023 DECODE: E_DIS_LAUNCHEX_FAILED_PROCESS_EXIT_CODE
12/29/2008, 5:08:05 GMT -> EVENT - PRODUCT UPDATE FAILED EVENT - Update available for Norton Ghost - 14.0.0.24815 - English. Update for Updates takes product from update 0 to 20081217. Server name - liveupdate.symantecliveupdate.com, Update file - 1229636762jtun_norton_ghost_14.0_sp4_patch.zip, Signer - cn=Symantec Corporation,ou=Usage - spr1sgnwebpin01 token,ou=Locality - Springfield,ou=Product Group - LiveUpdate,ou=SymSignature,o=Symantec Corporation, package install code 0. The Update executed with a result code of 1812, => The install script for this update was unable to launch a file it needed.  LiveUpdate aborted the update install.
12/29/2008, 5:08:06 GMT -> Progress Update: PATCH_PROCESSING_FINISH: Number of patches: 1, Num successful: 0
12/29/2008, 5:08:06 GMT -> EVENT - SESSION END FAILED EVENT - The LiveUpdate session ran in Interactive Mode. LiveUpdate found 1 updates available, of which 0 were installed and 1 failed to install.  The LiveUpdate session exited with a return code of 1806, LiveUpdate downloaded all of the updates you requested, but was unable to install any of them.
12/29/2008, 5:11:49 GMT -> In the final ClearCache call, clear the exclusion list
12/29/2008, 5:11:49 GMT -> Successfully deleted the file C:\ProgramData\Symantec\LiveUpdate\Downloads\1229636762jtun_norton_ghost_14.0_sp4_patch.zip.full.zip from the cache.
12/29/2008, 5:11:49 GMT -> ***********************           End of LU Session           ***********************

 

13

Norton Ghost 14.0.0.24815 (from the CD)
Vista ultimate 64 bit

LU1812 A program that was part of the update failed when it ran.

also Ghost dialog box

Cannot connect to Norton Ghost Backup Service on User-PC
Cannot connect to the Agent on User-PC


I have tried a clean install as your web page suggests using the Norton Removal Tool
I have checked for orphan files
Then installed Norton Ghost 14,0 from the CD
This is OK
When I try Live Update it fails and distroys the original installation.

On the Forum it would appear that other people have this problem
Regards

 

14

Please give me a "kudos" if this helps you. :)

 

run "NGH140_AllWin_EnglishTryBuy30.exe" but don't proceed with the installation.  before canceling copy %temp%\RarSFX0 directory to your desktop, now cancel the installation.  copy the RarSFX0 directory back to your temp directory and run %temp%\RarSFX0\Install\setup.exe to install Ghost.  All should be good now. :)

 

I did go to my control panel, "Symantec liveupdate" and turned on verbose, enhanced something, and increased my cache.  I don't think this mattered...

15

oh, don’t delete the RarSFX0 directory.

16

Thanks to OUgrad for offering a solution however I dont intend to spend any more time on updating Ghost as I have not as yet found any problems running Ghost.
Symantec go out of their way to make updating difficult on some products.
It would be better to allow the download of the actual update Zip file with update version notes as to problems solved by the update.
By the way has anyone tried OUgrad’s solution yet?

17

While I appreciate the suggestions, I agree with MikeAdmin.  I don't care to waste any more time installing and uninstalling an obviously defective product.  I am still waiting for Norton/Symantec to acknowledge and repair this defect.  I don't really know what the update will do to the product, and it seems to work fine without it.  I just have to be careful not to run LiveUpdate, as it will break the product and require a manual re-install.

 

Thanks for the excellent suggestions from the forum.  I will try the lastest suggestions the next time Norton Ghost breaks.   I get tired up the uninstall and reinstall, since it loses all recovery point history (the files are still there, but Ghost doesn't have them cataloged any longer).

18

Thank you OUgrad!!!  I was having a similar problem with Live Update on Norton Ghost 12 and Vista Home Premium 64-bit I just brought (a Dell XPS M1530 laptop).  Running LiveUpdate in Express Mode, select Ghost only to update, and having the CD in the drive worked.

19

You are most welcome qedaliah_atl. - Always glad to help!

20

When i finally installed sp4, all my optical drives disappeared.  not happy, it seems symantec was kind enough to pack a old driver in the update.  i think it was conflicting with my SlySoft software (AnyDVD, CopyDVD, Game Jackal, etc).

 

here is a link to a newer GEAR driver which solves the problem:

GearAspiWDM Driver Installer x86/x64

Message Edited by RottenMutt on 12-29-2008 06:07 PM