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Problems after update 20.3.

Hello. Yesterday, I updated NIS 2012 to 20.3. But since then, there have been a few problems.

When I run "Get Support", just to make sure everything's working ok, occasionally there's a notice that an "Installation" part was repaired. I haven't noticed it for a little while, but most of the time it says there's no problems.

I haven't really noticed this since after the update. Is this normal? Thanks.

回复

好评1 Stats

Re: Problems after update 20.3.


caleb89sw wrote:

Hello. Yesterday, I updated NIS 2012 to 20.3. But since then, there have been a few problems.

When I run "Get Support", just to make sure everything's working ok, occasionally there's a notice that an "Installation" part was repaired. I haven't noticed it for a little while, but most of the time it says there's no problems.

I haven't really noticed this since after the update. Is this normal? Thanks.


Hi,

It is possible that a very small error occurred during an update download/install and the 'fixit' fixed it.

'Normal' with computers is a relative term. I would think that what you are seeing is normal.

Stay well and surf safe

Dick Win 10x64 current current NSBU
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Re: Problems after update 20.3.

Thanks for responding to my question.

The thing that concerns me though, is that it appears to happen repeatedly, particularly after someone logs on an account.
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Re: Problems after update 20.3.

Did you update properly? Here is what I done. Install over the top. Prompted for a reboot and followed it. Once back in. Ran live update until no more updates available. Followed by another reboot. Checked for updates again several times. No more updates available. Ran the get support to check installation. Everything checked out fine with no error.

**EDIT**

I rebooted again and trying to run into this issue. I have! All it says running repar tool and its a success. Must be a bug.

好评1 Stats

Re: Problems after update 20.3.

Oh, so you have the problem too?

I checked LiveUpdate like you said and it's still happening.

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Re: Problems after update 20.3.

Hi everyone,

Thanks for letting us know about this issue. We are going to need a lot more details about the problem you're seeing. For starters, if there are any error codes or screenshots of the error, that would be very helpful. If you're able to reproduce the issue consistently, that too would be helpful. We would need the list of steps you take in order to get this error to occur. We would also like to know your system information and the previous Norton Version you had installed., along with any other major software installed. Finally, if you're able to reproduce the issue, and you are willing to help us get logs, that too would be appreciated.

Please let me know as much of the above information as possible. And if you're able to reproduce the issue, let me know and I'll send you some steps for gathering logs. Thanks.

Tony Weiss | Norton Forums Global Community Manager | Symantec Corporation
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Re: Problems after update 20.3.

Well as a update. It is also doing this with the previous version. Even on my other system that I did not update to the new version. So, it is some kind of bug for sure that followed the other version. No error code or any thing. Just a repair success notice.  

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Re: Problems after update 20.3.

Anyone else having this issue on the previous version? I can repeat the issue on both Windows 7 and Windows 8 64 bit machines.

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Re: Problems after update 20.3.

Hey.

i have the same problem as you do, i have tendency to run Norton Autofix, to see if thier are any problems with Norton Internet Security 2013 (NIS 20213), and i shows installation success, and no more and its no mention of it in norton history, what it repaired during the run of Norton Autofix.

Sweman

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Re: Problems after update 20.3.

I am pretty confident it is just a bug. If something was seriously that wrong. NIS 2013 would let you know or have function issues I would imagine. I searched through google and this has been a problem in the past. And a problem still happening. But, everything is actually working fine with nis 2013. I don't have the time to be a beta tester and report details. That is Symantec's job to find and nail the problem down. Hopefully it will be fixed permanently in the near future. If anyone else wants to report it in full detail with logs. I would do what Tony is asking for.

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Re: Problems after update 20.3.

Hey everyone, if this happens to you only ONCE, it's part of a fix that had to be done via the AutoFix. If you experienced what was reported above in the screenshot, and it was Successful, then that's normal.

If you are repeatedly experiencing the AutoFix for "installation", and/or the fix fails, please let me know as that is not expected and we would need further information. Thanks.

Tony Weiss | Norton Forums Global Community Manager | Symantec Corporation
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Re: Problems after update 20.3.

I will make some time for this. It needs to be fixed. It happens every time when logging out and logging back in. I can duplicate it on both Windows 7 and 8 64 bit. Is this effecting the product from working correctly? I am a bit concerned now as you said this is not normal. Now it will even autofix installation some times twice in a row and says success. I have even tried uninstalling followed by reboot and then running norton removal tool. Followed by a reboot. And then reinstalled. Still happening.

好评1 Stats

Re: Problems after update 20.3.

Is the product version you are reporting this against 20.3.0.x or 20.2.1.x?

If you have run the removal tool and reinstalled then my guess is you are at 20.2.1 and yes this will happen. Once you move to 20.3.0.x this should go away. 

The fix is happening repeatedly for you because every time you revert to an older version and run thru the flow to get all the latest updates you are in essence repeating the flow that leads to the fix being applied.  Once it is applied it should no longer need to apply. 

The known issue that it is fixing doesn't effect the product functionality.

-bk

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Re: Problems after update 20.3.


bkennedy wrote:

Is the product version you are reporting this against 20.3.0.x or 20.2.1.x?

If you have run the removal tool and reinstalled then my guess is you are at 20.2.1 and yes this will happen. Once you move to 20.3.0.x this should go away. 

The fix is happening repeatedly for you because every time you revert to an older version and run thru the flow to get all the latest updates you are in essence repeating the flow that leads to the fix being applied.  Once it is applied it should no longer need to apply. 

The known issue that it is fixing doesn't effect the product functionality.

-bk


Reporting this with 20.3 I had 20.2.1 and installed over the top to the new version. Before that I sent a PM per sticky to Tony asking for new patch and was advised to do that during install. I still had the autofix issue over and over again. Since then. I have uninstalled that new version I upgraded to and ran the norton removal tool. https://support.norton.com/sp/en/us/home/current/solutions/kb20080710133834EN_EndUserProfile_en_us Then I reinstalled the latest new version per sticky I had downloaded from Tony with the link he gave me. I am still having the autofix installation issue. I done the same exact procedure with both my machines. Windows 7 and 8 64 bit. Both have the same problem.

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Re: Problems after update 20.3.

OK so lets see if we can see what you are seeing. 

Please zip up the log folder found here: c:\programdata\nortoninstaller\  and toss it my way via PM and we can review and see what that shows. 

Please go ahead and do another run of the "fix now" or select get support from the support link. 

After that is fully run grab the log folder and zip it up. 

if this ends up being a huge file then just zip up the most recent ones in the logs folder (they are created using date names).

Thanks,

-bk

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Re: Problems after update 20.3.

Okay I will be doing as we speak. Just as a update. I said both Windows 7 and 8 64 bit do it on 2 different machines. Its actually only Windows 8 64 bit doing it. My apologies. Once I ran the get support with 7. As Tony said the autofix should only happen once. That is exactly what it did and everythings fine. Its only with Windows 8 64 bit having this problem multiple times with the auto installation fix. I actually need some help zipping these files up. I have winrar. Not sure how to do it and send a pm sending those files?

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Re: Problems after update 20.3.

I got the logs using winrar. How do I send you the file via PM?

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Re: Problems after update 20.3.

To send a private message:

  1. Sign in to the community.
  2. Click the message count or envelope icon to go to your Private Messages Inbox.
  3. Click Compose New Message.
  4. Enter the recipient's name in the Send to area.
    Note: Depending on your role in the community, you might be able to send a message to a group of users based on their role or rank in the community. If so, you can choose a role or a rank.
  5. Enter the subject for the message in the Message Subject area.
  6. Type the reply in the Message Body editor.
  7. Click Send Message.
    You can look for the messages you've sent in the Sent Messages tab.

-bk

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Re: Problems after update 20.3.

PM sent with logs.

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Re: Problems after update 20.3.

Ugh... I hope this doesn't turn into a big deal...

It's still acting the same, just as FattiesGoneWild and MagnusLindh has described. It doesn't appear to be having any serious problems. The only thing that's out of the ordinary is there are occasionally some Norton Error Reporting Submissions in the security history the last couple days that mentions ccSvcHst. I don't know if it's connected, though.


 

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Re: Problems after update 20.3.

Thanks for tossing the logs.  They helped narrow down the issue. 

Really is minor and nothing that will cause an error from the program or user side of things. 

Which means that other than it is really annoying if you run the validation all the time nothing is going to blow up.

Wrote it up for fixing.

-bk

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Re: Problems after update 20.3.

Excellent news you found the culprit and a fix is on the way. More happy then anything though that the program is working as expected with no major issues. Good relief!

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Re: Problems after update 20.3.


FattiesGoneWild wrote:

Anyone else having this issue on the previous version? I can repeat the issue on both Windows 7 and Windows 8 64 bit machines.


I am (IS 2013 running on Win 8 32bit which was upgraded from Vista 32 bit) not having any problems as such although currently am experiencing the LU problem of it not showing the last update time as currently it's saying 3 days ago even though I updated this morning.

Virginia/Twilight Princess. Windows 10 Pro 64bit, iPhone X, iPad Pro 9.7".
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Re: Problems after update 20.3.


Tony_Weiss wrote:

Hey everyone, if this happens to you only ONCE, it's part of a fix that had to be done via the AutoFix. If you experienced what was reported above in the screenshot, and it was Successful, then that's normal.

If you are repeatedly experiencing the AutoFix for "installation", and/or the fix fails, please let me know as that is not expected and we would need further information. Thanks.


Running autofix once did the trick, it now says everything OK - still have the LU problem though, will have to find the thread about that.

Virginia/Twilight Princess. Windows 10 Pro 64bit, iPhone X, iPad Pro 9.7".
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Re: Problems after update 20.3.


Doctor9fan wrote:

FattiesGoneWild wrote:

Anyone else having this issue on the previous version? I can repeat the issue on both Windows 7 and Windows 8 64 bit machines.


I am (IS 2013 running on Win 8 32bit which was upgraded from Vista 32 bit) not having any problems as such although currently am experiencing the LU problem of it not showing the last update time as currently it's saying 3 days ago even though I updated this morning.


Have you checked your system date and time? 

Also, try clicking on Support - Subscription Status to sync your system with the Symantec subscription servers.

Things happen. Export/Backup your Norton Password Manager data.
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Re: Problems after update 20.3.

For me yes the system date & time is fine & verifying the subscription makes no difference, everything was fine 4 days ago & nothing has changed.

Virginia/Twilight Princess. Windows 10 Pro 64bit, iPhone X, iPad Pro 9.7".
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Re: Problems after update 20.3.

Well I decided to run "get support" for giggles on my Windows 7 64 bit machine. I thought the autofix issue was really fixed and would only happen once. I let a few days go. And it does the same thing still. It will autofix the installation just like in Windows 8 64 bit. I know it is minor and nothing to worry about. Just wanted to make sure they know about it. It does do it with Windows 7 64 bit as well. Even though I had said Tony was right about it happening only once under WIndows 7 64 bit. I was wrong. It still happens.

好评0

Re: Problems after update 20.3.


FattiesGoneWild wrote:

Well I decided to run "get support" for giggles on my Windows 7 64 bit machine. I thought the autofix issue was really fixed and would only happen once. I let a few days go. And it does the same thing still. It will autofix the installation just like in Windows 8 64 bit. I know it is minor and nothing to worry about. Just wanted to make sure they know about it. It does do it with Windows 7 64 bit as well. Even though I had said Tony was right about it happening only once under WIndows 7 64 bit. I was wrong. It still happens.


In your case the error is repetative so the fix is repetative. 

No issue as far as breaking the program or anything just annoying :)

-bk

好评0

Re: Problems after update 20.3.


bkennedy wrote:

FattiesGoneWild wrote:

Well I decided to run "get support" for giggles on my Windows 7 64 bit machine. I thought the autofix issue was really fixed and would only happen once. I let a few days go. And it does the same thing still. It will autofix the installation just like in Windows 8 64 bit. I know it is minor and nothing to worry about. Just wanted to make sure they know about it. It does do it with Windows 7 64 bit as well. Even though I had said Tony was right about it happening only once under WIndows 7 64 bit. I was wrong. It still happens.


In your case the error is repetative so the fix is repetative. 

No issue as far as breaking the program or anything just annoying :)

-bk


I am aware of that and know you wrote in for a fix. I just wanted to make sure you was aware it was in fact happening with Windows 7 64 bit as well. And not just Windows 8 64 bit. How will I know when this minor big will be fixed? Maybe when the actual patch is released to all? And for users like myself that have it already. I assume it will be pushed down seperate? Also. I do not know if I should make another thread for this. But, as someone else has mentioned. I am getting the following error but it is always being submitted to Symanctec automatically. A bit concerned as it says "high" severity.

好评2 Stats

Re: Problems after update 20.3.


FattiesGoneWild wrote:

bkennedy wrote:

FattiesGoneWild wrote:

Well I decided to run "get support" for giggles on my Windows 7 64 bit machine. I thought the autofix issue was really fixed and would only happen once. I let a few days go. And it does the same thing still. It will autofix the installation just like in Windows 8 64 bit. I know it is minor and nothing to worry about. Just wanted to make sure they know about it. It does do it with Windows 7 64 bit as well. Even though I had said Tony was right about it happening only once under WIndows 7 64 bit. I was wrong. It still happens.


In your case the error is repetative so the fix is repetative. 

No issue as far as breaking the program or anything just annoying :)

-bk


I am aware of that and know you wrote in for a fix. I just wanted to make sure you was aware it was in fact happening with Windows 7 64 bit as well. And not just Windows 8 64 bit. How will I know when this minor big will be fixed? Maybe when the actual patch is released to all? And for users like myself that have it already. I assume it will be pushed down seperate?


Thanks,  yup on Friday we reproduced it on both win7 and win8.  As to when it will get fixed too soon to tell.  All I can give you at this point is the usual generic "in a future patch" that will be released to all and go as an LU package more than likely.   As to knowing about it stay tuned and read the patch notes that Tony and the Forum admins post for the big patches.

-bk

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Re: Problems after update 20.3.

Thanks... Can you please read my previous post again with screen shot and tell me what ya think? Should I make a new thread about it? Or do you know anything about it?

好评0

Re: Problems after update 20.3.

I'm getting the "fix" every time I reboot the PC.  I ran the support and it "fixed" something.  I re-ran and it reported everything is OK.  I rebooted the PC and the "fix" is re-applied.  I can repeat this on two PCs.

Edit: Every time I open Internet Explorer and then run support, the issue gets triggered.

To replicate the issue, open up Internet Explorer and then run the support.  It will show it "fixed" something.  Close IE.  Then re-open Internet Explorer and re-run the fix.  It will once again show that it fixed something.  I am using Internet Explorer 10 and NIS2013.

When in doubt, uninstall / reinstall :smileywink:Windows 7 SP1 (64 bit), Norton Internet Security 2013, Internet Explorer 10, SpywareBlaster
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Re: Problems after update 20.3.

They certainly know about it and a fix is being made. When it will be out. I have no clue.

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Re: Problems after update 20.3.

I have the same problem with N360 20.3.0.36 on Win XP sp3, 32 bit.  AutoFix will resolve the problem and report everything is ok until the next time I open IE (ver 8.0.6001.18702)

___________________________2Ys U R 2Ys U B I C U R 2Ys 4 Me
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Re: Problems after update 20.3.

Paste didn't work, trying attachment instead.

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Re: Problems after update 20.3.

Still having the same problem - and, on several computers with Norton 360 installed!

When will Symantec remedy this malfunction, i.e. "Get Support" always ends up in "Repair" ?

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Re: Problems after update 20.3.

Not sure why or how its taking them so long to fix it.

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Re: Problems after update 20.3.

Hello to all,

I have the same issue, when I run Norton Autofix the results is that a problem has found and has been repaired too.

I was able to identify what has been repaired by Norton Autofix and I make a quick summary:

Since I don't use ID Safe, I open IE10 on my WIndows 8 PC and the Norton screen appears asking to configure Identity Safe, but since I never use it, I click on the X to end the configuration.

Since that, when I start again IE10, I don't get asked to configure ID Safe and everything works fine.

As a result if I run one more time Norton Autofix, it tells me that it has found a problem and it was been fixed.

I start IE again and the Norton pop-up come back asking to configure Identity Safe.

I performed the same procedure several times obtaining always the same results.

So what Norton Autofix says it was repaired is simply the reappearance of the Norton screen to configure ID Safe.

I want to reiterate that this is what I've noticed on my PC.

I hope this can help you and can allow Symantec to investigate on this matter.

      Sandro

Sandro
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Re: Problems after update 20.3.

I use ID safe but have the 'fix' problem so your observation about the possible cause might just be coincidence or just one of the symptoms of the problem.

For me I've noticed that sometimes ID safe doesn't automatically add the information into the boxes, whether that's another symptom or something else I don't know but it used to be fine.

Virginia/Twilight Princess. Windows 10 Pro 64bit, iPhone X, iPad Pro 9.7".
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Re: Problems after update 20.3.

Error code 8504,104. I have had 5 session with the tech at Norton, they have taken control and modified, poked, prodded, registry mods, and still this error occurs. Set up identity vault.. , we created new log in and vault, transferred in and out logins/passwords, and it fails. I have had to reset windows 8, and install fresh 2013 NIS and it again happened. I have now removed NIS 2013. Since doing this I have had NO:- BSOD Corruption of bio metric software I am running windows defender I AM NOT renewing subscription. After 8 NRT sessions, 5 chat sessions that lasted over 2 hours each, THIS software has problems. Here is the odd thing, the vault has not failed since removing NIS2013. Good luck. You lost me Symantec.
好评1 Stats

Re: Problems after update 20.3.

Yes, I'm still waiting for people to stop reporting all these different issues ... after having spent two months like No_boundaries, I gave up with NIS 2013 trying to work with W8. Had hoped to reinstall NIS, but since I removed all traces of NIS, the past two months have been bliss - Defender with Malwarebytes Pro, highly recommended. I still have NIS 2012 on two laptops, working fine with Vista and W7, so subscription not wasted. Maybe 2014 will be a better version ...

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Re: Problems after update 20.3.

I think I am going to start experimenting with other software, as well. Just not getting there with 2013.

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Re: Problems after update 20.3.

Free Norton Identity Safe runs very well with Bit Defender, Kaspersky, Microsoft Windows Defender & Trend Micro. Not a single "System Restart Required". The issue seems to definitely be with NIS 2013, itself. I wish someone would take a look at this.

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Re: Problems after update 20.3.

You beat me to the comment of vault working, it has worked perfectly, since uninstalling NIS2013!!!! NO PROBLEMS WHAT SO EVER on MS Defender...
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Re: Problems after update 20.3.

Eta of the fix?

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Re: Problems after update 20.3.

You can run the free version of Identity Safe with ANY other software I have tried - BitDefender, Kaspersky, Comodo, Trend Micro, G-Data, or even Windows Defender and it works perfectly. Something is askew with the NIS 2013 [lateset patch] suite.

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Re: Problems after update 20.3.

I am also having issues after this update, and have already described my issues in another thread.

Update:

Outlook 2013 is reporting a problem with the Norton AntiSpam add-in and prompted me to disable it.

Please help!

Thanks.

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Re: Problems after update 20.3.

Question for Tony Weiss:  I'm curious to know, was this "Autofix bug" possibly related to the "Malwarebytes incompatible with NIS 2013" issue?  I'm mostly curious whether fixing this particular "bug" may have "fixed" other issues people have been having.  Thanks!

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Re: Problems after update 20.3.

Hi Saganized,

Nope, not at all related. Things are still being fixed, but it's done as part of the patch, not the Autofix process. Thanks.


Saganized wrote:

Question for Tony Weiss:  I'm curious to know, was this "Autofix bug" possibly related to the "Malwarebytes incompatible with NIS 2013" issue?  I'm mostly curious whether fixing this particular "bug" may have "fixed" other issues people have been having.  Thanks!




Tony Weiss | Norton Forums Global Community Manager | Symantec Corporation
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Re: Problems after update 20.3.

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