Problem with Live update (360, antivirus etc.)

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Hi

Last week I downloaded and installed 360 v2 on two computers - a desktop at home and my laptop. Its running fine on the desktop, but I have a problem on the laptop.

The problem occurs when live update attempts to connect - it seems as though the connection does not complete and then luComserver_3_4.exe starts to suck all the CPU power - eventually sitting at 99-100%, which essentially freezes the computer.

I worked through this with someone at symantec tech support, and eventually ended up using the norton removal tool and reinstalling 360. However the problem remains.

As a check, I removed 360 again and installed the trial version of antivirus. The same thing happened when I tried to run live update.

 

I am on a Dell Lattitude D600 running XP Pro.

 

Can anyone provide some help with this?

Bill

 

It is Norton 360 version 2.2.0.2

 

When I run luall the gets as far as:

 

 > Initializing

 > Connecting to liveupdate.symantecliveupdate.com

 

Then it freezes.

In addition to LuComserver_3_4 pushing CPU usage to 99%, there are 6 instances of LuCallbackProxy. Once started, even if I cancel the update, LuComserver stays at 100% CPU and I cannot use 'end task' to turn it off - have to reboot each time.

 

Thanks in advance for any help you can provide

Bill

7 Likes

Can you try this. Go to Control Panel>Symantec Live Update>General>Set to 'Interactive Mode', NOT Express Mode.

 

Next, go to Start>Run (or I think in Vista it's Start>All Programs>Accessories>Run , I'm not sure on this, just check and see), then type in luall and press OK.

 

Let us know the results of the Live Update, thanks.

I reset live update to interactive mode as suggested, but no change - luall does not appear to complete the connection and Lucomserver quickly moves to 99% CPU.

 

Any other suggestions?

>>I worked through this with someone at symantec tech support, and eventually ended up using the norton removal tool and reinstalling 360. However the problem remains.>>

 

Seems like an issue for support, what did they say after the problem remained following the reinstall?

Message Edited by johna on 08-28-2008 01:24 AM

I have sent an email to tech support and am awaiting a response. Interestingly, whenI tried to use the support facility within Norton 360 the same thing happened - the connection did not complete and some other process ended up taking 99% CPU. So it would seem to be a com issue.

B

wgmorrison,

                     it seems that LiveUpdate and the Help and Support window are unable to connect to internet due to some reason.  This may sometimes be caused if there are more than one dial-up entry in the Internet Explorer Connections.   Please check for any dial-up entries by performing the provided steps:

Open Internet Explorer. Click on Tools>Internet Options.  Click on Connections.

Remove all dial-up entries apart from the one you use and click on Apply>OK.

Try to run LiveUpdate manually and check for the issue. You can run LiveUpdate manually by performing the provided steps:

Click on Start>Run  / Start>All Programs>Accessories>Run on Vista. Type "luall" without quotes in the Run box and press Enter/ click OK.

Please check for the issue and update us in the forum.

Thanks for the suggestion. There are no dial-up connections in IE connections tab - so unfortunately the problem remains...

I use a network connection at work and a wireless connection at home. The problem occurs in both locations.

Still waiting for a return email from Symantec Tech Support...

Bill

 


wgmorrison wrote:

 

It is Norton 360 version 2.2.0.2

 


I do not understand all the responses you have had. It is clear that you are on 2.2.0.2 and there is a solution for users of 2.2.0.2.

It comes from JGreen a Symantec Employee. I am sending you a private message and you should look out for the message in the top right when you are logged into the forum. Any issues post back here or send me a Private Message.

The patch did update the version of 360, but unfortunately did not fix the problem...arggggg!

Hi All,

 

LiveUpdate process consuming all the resources is basically caused when LiveUpdate cannot connect to the server. It tries multiple attempts to connect and in the process LuComServer process eating high resources.

 

Since  you have tried running LiveUpdate using the LUALL command from the Run prompt and still the issue is persisting and you did not receive any error messages (normally LU1814 error should pop up), I am very much sure this is a connectivity issue.

 

As there are no entries of Dialup connections in the Internet Connection Options tab, we need to now check the Router settings now.

 

I am sure that you are using a router to connect to the internet. Now you need to turn off the firewall in the router.

 

How can you do that?

 

It can be turned off from the router homepage. If you do not know how to do that, you can contact the router Support or your ISP.

After disabling the firewall in the router, restart the computer and then try the LUALL command again to run LiveUpdate.

 

 

 

 

 

 

 

I agree that it is a connectivity problem. 

I tried your suggestion - disabled the firewall on the router, restarted and ran luall but still no joy - problem as stated in earlier posts remains.

Is it possible that dlls or other com process files remain from earlier versions of Norton (systemworks etc.)? I did run the symantec removal tool and reinstall earlier and that did not help. Still I wonder if there are other files or processes that could be blocking communications between 360 and the symantec server...It should be noted that other processes (windows update for example) are working fine.

Bill

 

One additional question : are there any ping or telnet tests I can run that would help confirm or better understand this problem?

Bill

You should send a private message to Jgreen. See msg 76 at this link. Kindly explain that the workaround has been applied and has increase your release version but not resolved your issue.

19 Likes

You can ping to the following address:

 

PING liveupdate.symantec.com

 

Let me know what results you get. (Better to copy and paste the results)

 

 

Also try this:

 

TRACERT liveupdate.symantec.com

 

Paste the results for this test too.

 

Thanks

It appears that the connection is ok - here are the results of the ping test: (I think that akamai.net is a caching service used by Symantec)

 

>PING liveupdate.symantec.com

Pinging a568.d.akamai.net [206.167.78.14] with 32 bytes of data:

Reply from 206.167.78.14: bytes=32 time=20ms TTL=51
Reply from 206.167.78.14: bytes=32 time=17ms TTL=51
Reply from 206.167.78.14: bytes=32 time=20ms TTL=51
Reply from 206.167.78.14: bytes=32 time=16ms TTL=51

Ping statistics for 206.167.78.14:
    Packets: Sent = 4, Received = 4, Lost = 0 (0% loss),
Approximate round trip times in milli-seconds:
    Minimum = 16ms, Maximum = 20ms, Average = 18ms

 

Folks

I still have this problem. I did send (2) messages to JGreen but have not had a reply. Has anyone heard from him/her? Is there anyone else at Symantec active in this forum that could help with a workaround?

 

Bill

I believe Jgreen has replied to you about this issue. Is there any update on this problem? Thanks!

This weekend I will be following up Sanjan as suggested by JGreen. Will report the results here.

Thanks

Bill