Hello,
I am experiencing a bad problem with Norton's LiveUpdate feature. I normally use my computer for long periods during the day, but recently I have only used it very briefly so I have not run any LiveUpdates or Scans for several days. Today I decided to run the LiveUpdate and do a Full System Scan, but shortly after this my computer crashed (I don't know the exact cause but I believe the Hard Drive stopped working for some reason, but that is not the main issue I have).
When I rebooted the computer, I noticed that Norton's icon had not appeared in the tray and through Task Manager I saw that the Norton Service was not running as it normally does. Whenever I tried to open the Norton application, it was immediately suspended and closed. I tried multiple times and eventually AutoFix ran saying that there was an Installation error and a LiveUpdate error which needed a restart to fix. After restarting, Norton worked fine and AutoFix said that there were no further problems so I attempted LiveUpdate again. The Updates were downloaded but failed to install correctly. In the Details I clicked "Get Support" and AutoFix restarted to patch "General Issues." I tried LiveUpdate again and it found two updates - "Reputation Revocation List" which installed, and "NGC Engine" which failed to install and was labelled as critical.
I currently don't know what to do. The Support page for LiveUpdate errors just suggests running NPE but as I haven't downloaded anything in months I find the a virus as the cause unlikely. I have tried rebooting the system multiple times too. I believe that during the first LiveUpdate which was interrupted when my computer crashed, the NGC Engine update may have begun installation but was interrupted and now can't complete. Space shouldn't be an issue either - the Security History shows the "ENGINE,NGC,INSTALLDIR" to be around 99MB and I have around 90GB free on the hard drive.
I am an admin on this computer running Windows 10. The product is Norton Security and Backup Version 22.14.2.13. The device is a HP Pavilion G6 Laptop. I have attached several pictures which show the details of the LiveUpdate installing one update but failing the other, as well as the details of the two autofixes. (When I run AutoFix via the Help Menu, no issues are detected.)
Update: Running AutoFix from the failed LiveUpdate menu continues to not solve the problem, instead giving me the error code 8920,200.
What can I do to fix this problem? Should I try again tomorrow or is my only option to use the Remove and Reinstall tool?
Thanks for your time.
The hard drive check was aimed at Aidan C because they mentioned they thought their hard drive had stopped.
I also have the NCG Engine "Failed to complete" occur several times over last 48 hours. I will check my hard drive out as well, but to my knowledge my hard drive never stopped working or responding, but may have been sluggish. It is hotter than usual weather where I am, so heat (or dirty fan/cabinet) could be a factor. Also could be a power supply issue; overheating or going bad.
If you only have one hard drive in the computer, and you feel it stopped, then that is the obvious thing to address. If it stopped unexpectedly, the data could have gotten corrupted.
You can check your hard drive's SMART data to see if it is reporting any impending doom. Here is an article from HowToGeek on checking the SMART data. If you scroll down there is instruction on using Windows Command Prompt to check this without installing a third party app. https://www.howtogeek.com/134735/how-to-see-if-your-hard-drive-is-dying/
You could also check the hard drive to see if there is any physical storage problems. To check your hard disk, click on the Windows Start button. In the search box type CMD. Right click on cmd.exe and click on run as administrator. In the command prompt type "chkdsk c: /r" without the quotes. A message will come up asking if you want to check the disk on the next restart. Answer 'Y'. Reboot and the check disk will run before Windows starts up. This check will check the file system as well as the physical disk surface. This scan can take a long time, depending on the size of your hard drive.
I'm not 100% sure if the hard drive was the cause of the crash. First Chrome was stuck on "Waiting for Cache" while opening a web page, then Chrome and Windows Explorer both stopped responding, as did the window telling me that Explorer wasn't responding. I could still move the mouse but couldn't hear the normal sounds from the hard drive so I assumed it failed and force-shut down. Since rebooting there haven't been any problems outside of Norton but I'm looking for a new computer since this one is almost 5 years old anyway.
Thanks for the reply.
Hi there, I tried disabling Fast Startup and rebooted several times but unfortunately the update still won't install. Other updates marked as Critical install successfully but the "Recommended" NGC Engine one is still failing. Based on the article I may have to Re-Install Norton but I will wait before doing so in case it sorts itself out. I will post an update if Reinstalling Norton does not fix the issue.
Thanks for replying.
Hello
but I believe the Hard Drive stopped working for some reason, but that is not the main issue I have).
If the Hard Drive stopped working, either you have a dead Hard Drive or one that has damaged or failed sectors. Your first job is to test out the Hard Drive and fix that, if it's fixable. After the Hard Drive is either fixed or replaced, then you can reinstall your Norton product and then run Live Update. You may have to reinstall or run other updates for your other products.
Have a Good Night and
Thanks.
Have you disabled Windows Fast Startup feature? If you use Windows 8/8.1 or 10, there can be an issue with the Fast Start feature.. See more information here.
Here is a Norton KB on error 8920,200 https://support.norton.com/sp/en/us/home/current/solutions/v99503401_EndUserProfile_en_us
Basically you should try restarting your computer a couple of times. Then try the LiveUpdate again. These kind of Update errors often just sort themselves out. Sometimes it can just be a temporary server issue.