NS Fails to Update to Latest version, Again?

Archive
1

Hello,

It's been almost two weeks since the NS 22.6.0.142 update was released and my NS version 22.5.5.14 on my Windows 7 64 machine has not updated yet.

There are two folders, 22.5.5.14 and 22.6.0.142, at Program Files (x86)\Norton Security\Engine64.

A similar situation to the previous update delay, when two version folders existed and NS failed to update to 22.5.5.14

Curious if anyone else is still at version 22.5.5.14?

Thanks.

2

Hi Mohan_G:

Thanks for the update.  Did the software development team tell you if this is a permanent fix, or will customers with this co-branded Staples layout continue to see delays when future product updates are delivered via LiveUpdate?
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32-bit Vista Home Premium SP2 * Firefox v46.0.1 * NIS v21.7.0.11 * MBAM Premium v2.2.1

3

Hi everyone,

Thank you for your patiences.

We have released an update to the Staples-Norton layout and is now available via Live Update. 

This update will be downloaded in three parts.

  • The first part of the update is to enable the product to receive the latest product update.
  • The second part of the update is the ‘Norton 22.6 Product Update’
  • The third part of the update is the Hotfix that fixes the Co-Brand Logo related issues.

Note: This patch requires reboot in all operating systems

4

@ lmacri & floplot

Thank you very much for your kind corrections and helpful comments. Good day...

5

Hello 20750065

These users are missing the special version that is given to users who bought their Norton Security products in Canada. Going to the Update Center or getting Antivirus definitions is not the problem. They get their Antivirus definitions. They are missing 22.6.0.142 which is something that Symantec has to get fixed. As Imacri has said, Symantec knows about the issue and is working on it. This is something between Staples in Canada and Norton/Symantec.

Thanks.

6

Hi 20750065:

I'm not clear what you're suggesting affected users should do based on the links you posted. From Symantec employee Mohan_G's 30-Mar-2016 post <here> in this thread:

"The Norton 22.6 update is not yet available for the Staples layout & the team is working on it now.  We'll post an update when the Norton 22.6 update is made available for the Staples layout."

Users who purchased their Norton product at Staples and weren't aware that this co-branded software (i.e., a Norton product with a Staples logo on the main GUI) would be installed on their devices have now been waiting over two months for Norton to push a "special" v22.6.0.142 product update via LiveUpdate.
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32-bit Vista Home Premium SP2 * Firefox v46.0.1 * NIS v21.7.0.11 * MBAM Premium v2.2.1

7

Or, you could still give the following webpages a try:

  • http://updatecenter.norton.com/
  • https://www.symantec.com/security_response/definitions.jsp (Virus Definitions & Security Updates)
  • https://support.norton.com/sp/en/us/home/current/solutions/kb20090121104844EN_EndUserProfile_en_us (+ Video)
  • http://updatecenter.norton.com/Manual/AutoDetect ("Norton Update Agent", personally)
  • https://community.norton.com/en/blogs/product-update-announcements/norton-product-update-225215-windows-10-compatibility (For Windows 10)
8

Thanks for the update Sunil_GA.

As this seems like an ongoing issue, and the "Staples" version of NS is somewhat of a liability when it comes to updates, I followed monami123's lead and uninstalled the "Staples" version and installed the 22.6.0.142 version. I am very pleased not to see the Staples logo anymore.

Cheers.

9

Hi Everyone,

We expect an upcoming Norton 22.6.x inline release scheduled for the end of May 2016 will address this issue. We'll post another update once the Norton 22.6 update is made available.We apologize for the delay and thank you for your patience. 

10

Hello Dave.

I think that Norton is still working on the issue with Staples-Canada. I don't know what the issue is, but they are still working on it.

Thanks.

11

On 30 March Mohan_G stated:

"The Norton 22.6 update is not yet available for the Staples layout & the team is working on it now.

We'll post an update when the Norton 22.6 update is made available for the Staples layout."

On the 29 April I sent him a private message asking if he would put an update on this thread, but no response.

I guess they just don't care about us with the Staples layout.

12

Hello Imacri

It was nothing official, just a possibility which seems to be wrong.. Thanks for clearing it up that the delay doesn't appear to be on Staples end.

Thanks.

13

Thanks Imacri.

As we are all on the outside of this, it would be beneficial if someone from Symantec could provide details or an update as to why this is taking so long.

14
floplot:
I don't know since I'm not a Symantec Employee, but it is possible that the delay may not be due to the extra coding that needs to be done. A partnership is involving 2 companies. I'm just suggesting that perhaps Staples has some sort of issue. I am just saying that it May not be completely Symantec's fault.

Hi floplot:

I contacted Customer Support at Staples Canada about this problem a few weeks ago, and here's part of their response:

"The ad on the UI, as well as any updates, are designed and integrated by Symantec.  Staples does not contribute to the coding of the software, and cannot control the speed at which the updates are released for Norton's partner products...I do apologize for any inconvenience this may have caused you. Kindly contact Norton manufacturer at 1(800) 721-3934 for further assistance."
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32-bit Vista Home Premium SP2 * Firefox v46.0.1 * NIS v21.7.0.11 * MBAM Premium v2.2.1

15

Hello

Please remember that the Staples version is a specially branded product since it is a program with the Logo on it. Staples is a partnered site since they do have the Logo on the program. I don't know since I'm not a Symantec Employee, but it is possible that the delay may not be due to the extra coding that needs to be done. A partnership is involving 2 companies. I'm just suggesting that perhaps Staples has some sort of issue. I am just saying that it May not be completely Symantec's fault. It may be the fault of Symantec or Staples or a combination of both of them. As F  4E has mentioned Symantec is working on it. There has to be more to this issue than just the slowness of getting a Logo on the product.

Thanks.

16

Hi floplot. Thanks for the suggestion but I’ll try the unbranded install of NS first.
Thanks for confirming monami123.
Yes, this a joke that is getting very stale.

17

This is getting to be a bit of a joke. It is more than 2 months since 22.6 was released and they say "the issue is currently being worked on" ! Symantec were aware of the problem since the last update to 22.5.

Well one thing I have learned is to never buy NS from Staples.

18

The issue with Staples in Canada, is currently being worked on by Symantec.

19

@CurrentR

Did you download the Norton Removal Tool and the unbranded NS first before removing the "Staples" NS from the control panel and then running Norton Removal Tool?

Yes that is exactly what I did...I wasn't to worried about not being protected for the short period of time that NS was not installed as my router would help with that. However, I don't see why installing NS without being connected to the internet wouldn't work other then it will need an internet connection at the end to activate your subscription and get LiveUpdates but by then NS is already installed.