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Contributor
Posts: 10
Registered: ‎08-28-2006

Norton 2011 Virus Definitions failed to complete

I have been running Norton for many years with no problem.  When I see the red exclamation point, I click Fix and norton updates itself.  I cannot remember how I installed it.  For the past week, I have had problems with the update.  Last week, I just kept running it until it updated.  This morning, I cannot get it to update the virus definitions.  It says Norton successfully applied 2 out of 3 updates.  The one that has the red x is Norton 2011 Virus Definitions.  When I click Tech Support, I get An Error has occured with Norton Security Suite  Error: 8920,204

When I click about, it says I am running Product Name: Norton Security Suite, Version 5.2.0.13 Vendor name Comcast.

What should I do?  Please do not use abbreviations unless you explain what they mean.

Security Expert
USAF_E-8_RET
Posts: 5,093
Registered: ‎10-28-2003

Re: Norton 2011 Virus Definitions failed to complete

 

Hi Nashtn

 

Here is the official Norton resolution for the error you are receiving:

 

https://www-secure.symantec.com/norton-support/jsp/help-solutions.jsp?lg=english&ct=united+states&pr...

 

Please see the "What if this did not work?" link close to the bottom of that page if no joy.

 

Also please bear in mind that Norton servers from different parts of the country go down from time to time, so if there is a server problem the  above will not help - you will just have to wait until such time as the servers come back up.

 

The alternative to waiting for liveupdate for virus definitions update is the following:

 

1. Download the full update package from here:http://www.symantec.com/business/security_response​/definitions/download/detail.jsp?gid=n95 and download the right version for your PC:
- yyyymmdd-ver-v5i32.exe for 32-bit machines
- yyyymmdd-ver-v5i64.exe for 64-bit machines

 

2. Install the downloaded package

3. Run Live Update manually

 

Please use the download manager when you are downloading the updates manually. You can try one from here :

http://www.speedbit.com/downloads/ incase if you are not using any.

 

Please let us know the results.

A veteran - whether active duty, retired, national guard, or reserve - is someone who, at one point in his or her life, wrote a blank check made payable to The 'United States of America', for an amount of 'up to and including my life.'

Contributor
Posts: 10
Registered: ‎08-28-2006

Re: Norton 2011 Virus Definitions failed to complete

I got a message that says Symantec Service Framework has encountered a problem and needs to close.  Now I have no icon in the bottom right hand corner, so I assume no Norton running.  I am going to restart my pc and wait until this afternoon to see if it updates.

Contributor
Posts: 10
Registered: ‎08-28-2006

Re: Norton 2011 Virus Definitions failed to complete

Downloading the full update package worked.  I'm going to run a scan. And see how the next liveupdate goes.  If you don't hear back from me, then all is fixed.   Thanks!

Contributor
Posts: 10
Registered: ‎08-28-2006

Re: Norton 2011 Virus Definitions failed to complete

I thought all was fixed.  So I ran a quick scan.  When it completed, only finding and deleting cookies, it turned off my virus protection and I was back to the beginning of my problem.  I cannot update the virus definition file from the Norton Security Suite menu.  And Definitions update is not available, Auto-protect is off, and antispyware is off. 

I tried downloading the definitions from symantec again exactly the same as before and it failed.  I have a log file but I'm not sure what it is telling me. 

Mon Apr 02 10:07:27 2012 : ******************************************************************
Mon Apr 02 10:07:27 2012 :   Starting Intelligent Updater - Version 5.1.0.9
Mon Apr 02 10:07:27 2012 : ******************************************************************
Mon Apr 02 10:07:27 2012 : AUTH SYMSIGNED BEGIN: Started.
Mon Apr 02 10:07:28 2012 : AUTH SYMSIGNED CLASS3 BEGIN: Entering CriticalSection Initialization .
Mon Apr 02 10:07:28 2012 : AUTH SYMSIGNED CLASS3: Succeeded find the class 3 ID, returning TRUE.
Mon Apr 02 10:07:28 2012 : AUTH SYMSIGNED END: Finished processing. Returns TRUE
Mon Apr 02 10:07:28 2012 : IU RES SYMSIGNED SUCCESS: Successfully verified Symantec Signature for the iuResource.dll
Mon Apr 02 10:07:28 2012 : IU RES LOAD: Successfully loaded the resource file..
Mon Apr 02 10:07:28 2012 : IU MODE: IU is running is FULL mode.
Mon Apr 02 10:08:02 2012 : CONFIG LOAD SUCCESS: Successfully loaded the configuration file: iuConfig.xml.
Mon Apr 02 10:08:02 2012 :  IU INFO: File-name : 20120401-016-v5i32.EXE
Mon Apr 02 10:08:02 2012 :  IU INFO: Creation-date : 20120401
Mon Apr 02 10:08:02 2012 : PROCESSING ENTRY: VIRSCAN.zip - Virus Definitions
Mon Apr 02 10:08:02 2012 : Entry details:
Mon Apr 02 10:08:02 2012 :  Update-File:    VIRSCAN.zip
Mon Apr 02 10:08:02 2012 :  Update-Desc:    Virus Definitions
Mon Apr 02 10:08:02 2012 :  Auth DLL Name:    SAVIUAuth
Mon Apr 02 10:08:02 2012 :  Auth DLL Location:   local
Mon Apr 02 10:08:02 2012 :  Auth Content-Type:   virus definitions x32
Mon Apr 02 10:08:02 2012 :  Deploy Content-Type:   virus definitions x32
Mon Apr 02 10:08:02 2012 :  Deplo DLL Name:   SAVIUDeploy
Mon Apr 02 10:08:02 2012 :  Deploy DLL Location:   local
Mon Apr 02 10:08:02 2012 : AUTH DLL LOCATION: IU will read the DLL location from registry - SAVIUAuth
Mon Apr 02 10:08:02 2012 : REG SUCCESS: Success while opening key
Mon Apr 02 10:08:02 2012 : REG FAILURE: Failed while reading the value for key named
Mon Apr 02 10:08:02 2012 : DEPLOY DLL LOCATION: IU will read the DLL location from registry - SAVIUDeploy
Mon Apr 02 10:08:02 2012 : REG SUCCESS: Success while opening key
Mon Apr 02 10:08:02 2012 : REG FAILURE: Failed while reading the value for key named
Mon Apr 02 10:08:02 2012 : IGNORE ENTRY: Ignoring entry for VIRSCAN.zip because of registry read failure. Error occurred while reading the path for the Authorization DLL from the registry.
Mon Apr 02 10:08:02 2012 : IU failed while deploying V because a compatible product could not be found on the system. Please make sure that a compatible Symantec product is installed on the system.
Mon Apr 02 10:08:02 2012 : PROCESSING ENTRY: VIRSCAN.zip - Virus Definitions
Mon Apr 02 10:08:02 2012 : Entry details:
Mon Apr 02 10:08:02 2012 :  Update-File:    VIRSCAN.zip
Mon Apr 02 10:08:02 2012 :  Update-Desc:    Virus Definitions
Mon Apr 02 10:08:02 2012 :  Auth DLL Name:    ISAuthDLL
Mon Apr 02 10:08:02 2012 :  Auth DLL Location:   local
Mon Apr 02 10:08:02 2012 :  Auth Content-Type:   virus definitions x32
Mon Apr 02 10:08:02 2012 :  Deploy Content-Type:   virus definitions x32
Mon Apr 02 10:08:02 2012 :  Deplo DLL Name:   ISDeployDLL
Mon Apr 02 10:08:02 2012 :  Deploy DLL Location:   local
Mon Apr 02 10:08:02 2012 : AUTH DLL LOCATION: IU will read the DLL location from registry - ISAuthDLL
Mon Apr 02 10:08:02 2012 : REG SUCCESS: Success while opening key
Mon Apr 02 10:08:02 2012 : REG FAILURE: Failed while reading the value for key named
Mon Apr 02 10:08:02 2012 : DEPLOY DLL LOCATION: IU will read the DLL location from registry - ISDeployDLL
Mon Apr 02 10:08:02 2012 : REG SUCCESS: Success while opening key
Mon Apr 02 10:08:02 2012 : REG FAILURE: Failed while reading the value for key named
Mon Apr 02 10:08:02 2012 : IGNORE ENTRY: Ignoring entry for VIRSCAN.zip because of registry read failure. Error occurred while reading the path for the Authorization DLL from the registry.
Mon Apr 02 10:08:02 2012 : IU failed while deploying V because a compatible product could not be found on the system. Please make sure that a compatible Symantec product is installed on the system.
Mon Apr 02 10:08:02 2012 : PROCESSING ENTRY: VIRSCAN.zip - Virus Definitions
Mon Apr 02 10:08:02 2012 : Entry details:
Mon Apr 02 10:08:02 2012 :  Update-File:    VIRSCAN.zip
Mon Apr 02 10:08:02 2012 :  Update-Desc:    Virus Definitions
Mon Apr 02 10:08:02 2012 :  Auth DLL Name:    Norton X32 AuthDLL
Mon Apr 02 10:08:02 2012 :  Auth DLL Location:   local
Mon Apr 02 10:08:02 2012 :  Auth Content-Type:   VirusDefs
Mon Apr 02 10:08:02 2012 :  Deploy Content-Type:   VirusDefs
Mon Apr 02 10:08:02 2012 :  Deplo DLL Name:   Norton X32 DeployDLL
Mon Apr 02 10:08:02 2012 :  Deploy DLL Location:   local
Mon Apr 02 10:08:02 2012 : AUTH DLL LOCATION: IU will read the DLL location from registry - Norton X32 AuthDLL
Mon Apr 02 10:08:02 2012 : REG SUCCESS: Success while opening key
Mon Apr 02 10:08:02 2012 : REG SUCCESS: Success while fetching the path for DLL : C:\Program Files\Norton Security Suite\Engine\5.2.0.13\NUMEng.dll
Mon Apr 02 10:08:02 2012 : DEPLOY DLL LOCATION: IU will read the DLL location from registry - Norton X32 DeployDLL
Mon Apr 02 10:08:02 2012 : REG SUCCESS: Success while opening key
Mon Apr 02 10:08:02 2012 : REG SUCCESS: Success while fetching the path for DLL : C:\Program Files\Norton Security Suite\Engine\5.2.0.13\NUMEng.dll
Mon Apr 02 10:08:02 2012 : AUTH SYMSIGNED BEGIN: Started.
Mon Apr 02 10:08:02 2012 : AUTH SYMSIGNED CLASS3 BEGIN: Entering CriticalSection Initialization .
Mon Apr 02 10:08:02 2012 : AUTH SYMSIGNED CLASS3: Succeeded find the class 3 ID, returning TRUE.
Mon Apr 02 10:08:02 2012 : AUTH SYMSIGNED END: Finished processing. Returns TRUE
Mon Apr 02 10:08:02 2012 : AUTH SYMSIGNED SUCCESS: Successfully verified Symantec Signature for the authorization dll C:\Program Files\Norton Security Suite\Engine\5.2.0.13\NUMEng.dll
Mon Apr 02 10:08:02 2012 : AUTH LOAD SUCCESS: Successfully loaded the authorization dll - C:\Program Files\Norton Security Suite\Engine\5.2.0.13\NUMEng.dll
Mon Apr 02 10:08:02 2012 : AUTH SYMSIGNED BEGIN: Started.
Mon Apr 02 10:08:02 2012 : AUTH SYMSIGNED CLASS3 BEGIN: Entering CriticalSection Initialization .
Mon Apr 02 10:08:02 2012 : AUTH SYMSIGNED CLASS3: Succeeded find the class 3 ID, returning TRUE.
Mon Apr 02 10:08:02 2012 : AUTH SYMSIGNED END: Finished processing. Returns TRUE
Mon Apr 02 10:08:02 2012 : DEPLOY SYMSIGNED SUCCESS: Successfully verified Symantec Signature for the deployment dll C:\Program Files\Norton Security Suite\Engine\5.2.0.13\NUMEng.dll
Mon Apr 02 10:08:02 2012 : DEPLOY LOAD SUCCESS: Successfully loaded the deployment dll - C:\Program Files\Norton Security Suite\Engine\5.2.0.13\NUMEng.dll
Mon Apr 02 10:08:02 2012 : AUTHORIZATION SUCCESSFUL: VIRSCAN.zip is successfully authorized for deployment.
Mon Apr 02 10:08:03 2012 : DEPLOY PATH SUCCESS: VIRSCAN.zip will be deployed at location C:\Documents and Settings\All Users\Application Data\Norton\{0C55C096-0F1D-4F28-AAA2-85EF591126E7}\N360_5.0.0.125\Definitions\VirusDefs\tmp2b6a.tmp
Mon Apr 02 10:08:03 2012 : AUTH SYMSIGNED BEGIN: Started.
Mon Apr 02 10:08:03 2012 : AUTH SYMSIGNED CLASS3 BEGIN: Entering CriticalSection Initialization .
Mon Apr 02 10:08:03 2012 : AUTH SYMSIGNED CLASS3: Succeeded find the class 3 ID, returning TRUE.
Mon Apr 02 10:08:03 2012 : AUTH SYMSIGNED END: Finished processing. Returns TRUE
Mon Apr 02 10:08:03 2012 : UNRAR LOAD SUCCESS: Successfully loaded the UNRAR DLL.
Mon Apr 02 10:08:04 2012 : UNRAR OPEN SUCCESS: Success opening RAR file VIRSCAN.zip
Mon Apr 02 10:08:27 2012 : UNRAR EXTRACT SUCCESS: Succesfully extracted VIRSCAN.zip to C:\Documents and Settings\All Users\Application Data\Norton\{0C55C096-0F1D-4F28-AAA2-85EF591126E7}\N360_5.0.0.125\Definitions\VirusDefs\tmp2b6a.tmp
Mon Apr 02 10:09:01 2012 : POST PROCESS SUCCESS: Successfully performed post processing for VIRSCAN.zip
Mon Apr 02 10:09:01 2012 : Calling ReleaseInstance() on the object of IIntelligentUpdaterAuthorizationManager2.
Mon Apr 02 10:09:01 2012 : PROCESSING ENTRY: VIRSCAN.zip - Virus Definitions
Mon Apr 02 10:09:01 2012 : Entry details:
Mon Apr 02 10:09:01 2012 :  Update-File:    VIRSCAN.zip
Mon Apr 02 10:09:01 2012 :  Update-Desc:    Virus Definitions
Mon Apr 02 10:09:01 2012 :  Auth DLL Name:    SSEIUAuth
Mon Apr 02 10:09:01 2012 :  Auth DLL Location:   local
Mon Apr 02 10:09:01 2012 :  Auth Content-Type:   virus definitions x32
Mon Apr 02 10:09:01 2012 :  Deploy Content-Type:   virus definitions x32
Mon Apr 02 10:09:01 2012 :  Deplo DLL Name:   SSEIUDeploy
Mon Apr 02 10:09:01 2012 :  Deploy DLL Location:   local
Mon Apr 02 10:09:01 2012 : AUTH DLL LOCATION: IU will read the DLL location from registry - SSEIUAuth
Mon Apr 02 10:09:01 2012 : REG SUCCESS: Success while opening key
Mon Apr 02 10:09:01 2012 : REG FAILURE: Failed while reading the value for key named
Mon Apr 02 10:09:01 2012 : DEPLOY DLL LOCATION: IU will read the DLL location from registry - SSEIUDeploy
Mon Apr 02 10:09:01 2012 : REG SUCCESS: Success while opening key
Mon Apr 02 10:09:01 2012 : REG FAILURE: Failed while reading the value for key named
Mon Apr 02 10:09:01 2012 : IGNORE ENTRY: Ignoring entry for VIRSCAN.zip because of registry read failure. Error occurred while reading the path for the Authorization DLL from the registry.
Mon Apr 02 10:09:01 2012 : IU failed while deploying V because a compatible product could not be found on the system. Please make sure that a compatible Symantec product is installed on the system.
Mon Apr 02 11:05:39 2012 : ******************************************************************
Mon Apr 02 11:05:39 2012 :   Starting Intelligent Updater - Version 5.1.0.9
Mon Apr 02 11:05:39 2012 : ******************************************************************
Mon Apr 02 11:05:39 2012 : AUTH SYMSIGNED BEGIN: Started.
Mon Apr 02 11:05:39 2012 : AUTH SYMSIGNED CLASS3 BEGIN: Entering CriticalSection Initialization .
Mon Apr 02 11:05:39 2012 : AUTH SYMSIGNED CLASS3: Succeeded find the class 3 ID, returning TRUE.
Mon Apr 02 11:05:39 2012 : AUTH SYMSIGNED END: Finished processing. Returns TRUE
Mon Apr 02 11:05:39 2012 : IU RES SYMSIGNED SUCCESS: Successfully verified Symantec Signature for the iuResource.dll
Mon Apr 02 11:05:39 2012 : IU RES LOAD: Successfully loaded the resource file..
Mon Apr 02 11:05:39 2012 : IU MODE: IU is running is FULL mode.
Mon Apr 02 11:05:46 2012 : CONFIG LOAD SUCCESS: Successfully loaded the configuration file: iuConfig.xml.
Mon Apr 02 11:05:46 2012 :  IU INFO: File-name : 20120401-016-v5i32.EXE
Mon Apr 02 11:05:46 2012 :  IU INFO: Creation-date : 20120401
Mon Apr 02 11:05:46 2012 : PROCESSING ENTRY: VIRSCAN.zip - Virus Definitions
Mon Apr 02 11:05:46 2012 : Entry details:
Mon Apr 02 11:05:46 2012 :  Update-File:    VIRSCAN.zip
Mon Apr 02 11:05:46 2012 :  Update-Desc:    Virus Definitions
Mon Apr 02 11:05:46 2012 :  Auth DLL Name:    SAVIUAuth
Mon Apr 02 11:05:46 2012 :  Auth DLL Location:   local
Mon Apr 02 11:05:46 2012 :  Auth Content-Type:   virus definitions x32
Mon Apr 02 11:05:46 2012 :  Deploy Content-Type:   virus definitions x32
Mon Apr 02 11:05:46 2012 :  Deplo DLL Name:   SAVIUDeploy
Mon Apr 02 11:05:46 2012 :  Deploy DLL Location:   local
Mon Apr 02 11:05:46 2012 : AUTH DLL LOCATION: IU will read the DLL location from registry - SAVIUAuth
Mon Apr 02 11:05:46 2012 : REG SUCCESS: Success while opening key
Mon Apr 02 11:05:46 2012 : REG FAILURE: Failed while reading the value for key named
Mon Apr 02 11:05:46 2012 : DEPLOY DLL LOCATION: IU will read the DLL location from registry - SAVIUDeploy
Mon Apr 02 11:05:46 2012 : REG SUCCESS: Success while opening key
Mon Apr 02 11:05:46 2012 : REG FAILURE: Failed while reading the value for key named
Mon Apr 02 11:05:46 2012 : IGNORE ENTRY: Ignoring entry for VIRSCAN.zip because of registry read failure. Error occurred while reading the path for the Authorization DLL from the registry.
Mon Apr 02 11:05:46 2012 : IU failed while deploying V because a compatible product could not be found on the system. Please make sure that a compatible Symantec product is installed on the system.
Mon Apr 02 11:05:46 2012 : PROCESSING ENTRY: VIRSCAN.zip - Virus Definitions
Mon Apr 02 11:05:46 2012 : Entry details:
Mon Apr 02 11:05:46 2012 :  Update-File:    VIRSCAN.zip
Mon Apr 02 11:05:46 2012 :  Update-Desc:    Virus Definitions
Mon Apr 02 11:05:46 2012 :  Auth DLL Name:    ISAuthDLL
Mon Apr 02 11:05:46 2012 :  Auth DLL Location:   local
Mon Apr 02 11:05:46 2012 :  Auth Content-Type:   virus definitions x32
Mon Apr 02 11:05:46 2012 :  Deploy Content-Type:   virus definitions x32
Mon Apr 02 11:05:46 2012 :  Deplo DLL Name:   ISDeployDLL
Mon Apr 02 11:05:46 2012 :  Deploy DLL Location:   local
Mon Apr 02 11:05:46 2012 : AUTH DLL LOCATION: IU will read the DLL location from registry - ISAuthDLL
Mon Apr 02 11:05:46 2012 : REG SUCCESS: Success while opening key
Mon Apr 02 11:05:46 2012 : REG FAILURE: Failed while reading the value for key named
Mon Apr 02 11:05:46 2012 : DEPLOY DLL LOCATION: IU will read the DLL location from registry - ISDeployDLL
Mon Apr 02 11:05:46 2012 : REG SUCCESS: Success while opening key
Mon Apr 02 11:05:46 2012 : REG FAILURE: Failed while reading the value for key named
Mon Apr 02 11:05:46 2012 : IGNORE ENTRY: Ignoring entry for VIRSCAN.zip because of registry read failure. Error occurred while reading the path for the Authorization DLL from the registry.
Mon Apr 02 11:05:46 2012 : IU failed while deploying V because a compatible product could not be found on the system. Please make sure that a compatible Symantec product is installed on the system.
Mon Apr 02 11:05:46 2012 : PROCESSING ENTRY: VIRSCAN.zip - Virus Definitions
Mon Apr 02 11:05:46 2012 : Entry details:
Mon Apr 02 11:05:46 2012 :  Update-File:    VIRSCAN.zip
Mon Apr 02 11:05:46 2012 :  Update-Desc:    Virus Definitions
Mon Apr 02 11:05:46 2012 :  Auth DLL Name:    Norton X32 AuthDLL
Mon Apr 02 11:05:46 2012 :  Auth DLL Location:   local
Mon Apr 02 11:05:46 2012 :  Auth Content-Type:   VirusDefs
Mon Apr 02 11:05:46 2012 :  Deploy Content-Type:   VirusDefs
Mon Apr 02 11:05:46 2012 :  Deplo DLL Name:   Norton X32 DeployDLL
Mon Apr 02 11:05:46 2012 :  Deploy DLL Location:   local
Mon Apr 02 11:05:46 2012 : AUTH DLL LOCATION: IU will read the DLL location from registry - Norton X32 AuthDLL
Mon Apr 02 11:05:46 2012 : REG SUCCESS: Success while opening key
Mon Apr 02 11:05:46 2012 : REG SUCCESS: Success while fetching the path for DLL : C:\Program Files\Norton Security Suite\Engine\5.2.0.13\NUMEng.dll
Mon Apr 02 11:05:46 2012 : DEPLOY DLL LOCATION: IU will read the DLL location from registry - Norton X32 DeployDLL
Mon Apr 02 11:05:46 2012 : REG SUCCESS: Success while opening key
Mon Apr 02 11:05:46 2012 : REG SUCCESS: Success while fetching the path for DLL : C:\Program Files\Norton Security Suite\Engine\5.2.0.13\NUMEng.dll
Mon Apr 02 11:05:47 2012 : AUTH SYMSIGNED BEGIN: Started.
Mon Apr 02 11:05:47 2012 : AUTH SYMSIGNED CLASS3 BEGIN: Entering CriticalSection Initialization .
Mon Apr 02 11:05:47 2012 : AUTH SYMSIGNED CLASS3: Succeeded find the class 3 ID, returning TRUE.
Mon Apr 02 11:05:47 2012 : AUTH SYMSIGNED END: Finished processing. Returns TRUE
Mon Apr 02 11:05:47 2012 : AUTH SYMSIGNED SUCCESS: Successfully verified Symantec Signature for the authorization dll C:\Program Files\Norton Security Suite\Engine\5.2.0.13\NUMEng.dll
Mon Apr 02 11:05:47 2012 : AUTH LOAD SUCCESS: Successfully loaded the authorization dll - C:\Program Files\Norton Security Suite\Engine\5.2.0.13\NUMEng.dll
Mon Apr 02 11:05:47 2012 : AUTH SYMSIGNED BEGIN: Started.
Mon Apr 02 11:05:47 2012 : AUTH SYMSIGNED CLASS3 BEGIN: Entering CriticalSection Initialization .
Mon Apr 02 11:05:47 2012 : AUTH SYMSIGNED CLASS3: Succeeded find the class 3 ID, returning TRUE.
Mon Apr 02 11:05:47 2012 : AUTH SYMSIGNED END: Finished processing. Returns TRUE
Mon Apr 02 11:05:47 2012 : DEPLOY SYMSIGNED SUCCESS: Successfully verified Symantec Signature for the deployment dll C:\Program Files\Norton Security Suite\Engine\5.2.0.13\NUMEng.dll
Mon Apr 02 11:05:47 2012 : DEPLOY LOAD SUCCESS: Successfully loaded the deployment dll - C:\Program Files\Norton Security Suite\Engine\5.2.0.13\NUMEng.dll
Mon Apr 02 11:05:47 2012 : AUTHORIZATION SUCCESSFUL: VIRSCAN.zip is successfully authorized for deployment.
Mon Apr 02 11:05:48 2012 : DEPLOY PATH SUCCESS: VIRSCAN.zip will be deployed at location C:\Documents and Settings\All Users\Application Data\Norton\{0C55C096-0F1D-4F28-AAA2-85EF591126E7}\N360_5.0.0.125\Definitions\VirusDefs\tmp579d.tmp
Mon Apr 02 11:05:48 2012 : AUTH SYMSIGNED BEGIN: Started.
Mon Apr 02 11:05:48 2012 : AUTH SYMSIGNED CLASS3 BEGIN: Entering CriticalSection Initialization .
Mon Apr 02 11:05:48 2012 : AUTH SYMSIGNED CLASS3: Succeeded find the class 3 ID, returning TRUE.
Mon Apr 02 11:05:48 2012 : AUTH SYMSIGNED END: Finished processing. Returns TRUE
Mon Apr 02 11:05:48 2012 : UNRAR LOAD SUCCESS: Successfully loaded the UNRAR DLL.
Mon Apr 02 11:05:49 2012 : UNRAR OPEN SUCCESS: Success opening RAR file VIRSCAN.zip
Mon Apr 02 11:08:19 2012 : UNRAR EXTRACT SUCCESS: Succesfully extracted VIRSCAN.zip to C:\Documents and Settings\All Users\Application Data\Norton\{0C55C096-0F1D-4F28-AAA2-85EF591126E7}\N360_5.0.0.125\Definitions\VirusDefs\tmp579d.tmp
Mon Apr 02 11:12:51 2012 : POST PROCESS FAILURE: Failure reported while post processing VIRSCAN.zip
Mon Apr 02 11:12:51 2012 : Failure occurred while post processing the deployed content - VIRSCAN.zip.
Mon Apr 02 11:12:51 2012 : Calling ReleaseInstance() on the object of IIntelligentUpdaterAuthorizationManager2.
Mon Apr 02 11:12:51 2012 : PROCESSING ENTRY: VIRSCAN.zip - Virus Definitions
Mon Apr 02 11:12:51 2012 : Entry details:
Mon Apr 02 11:12:51 2012 :  Update-File:    VIRSCAN.zip
Mon Apr 02 11:12:51 2012 :  Update-Desc:    Virus Definitions
Mon Apr 02 11:12:51 2012 :  Auth DLL Name:    SSEIUAuth
Mon Apr 02 11:12:51 2012 :  Auth DLL Location:   local
Mon Apr 02 11:12:51 2012 :  Auth Content-Type:   virus definitions x32
Mon Apr 02 11:12:51 2012 :  Deploy Content-Type:   virus definitions x32
Mon Apr 02 11:12:51 2012 :  Deplo DLL Name:   SSEIUDeploy
Mon Apr 02 11:12:51 2012 :  Deploy DLL Location:   local
Mon Apr 02 11:12:51 2012 : AUTH DLL LOCATION: IU will read the DLL location from registry - SSEIUAuth
Mon Apr 02 11:12:51 2012 : REG SUCCESS: Success while opening key
Mon Apr 02 11:12:51 2012 : REG FAILURE: Failed while reading the value for key named
Mon Apr 02 11:12:51 2012 : DEPLOY DLL LOCATION: IU will read the DLL location from registry - SSEIUDeploy
Mon Apr 02 11:12:51 2012 : REG SUCCESS: Success while opening key
Mon Apr 02 11:12:51 2012 : REG FAILURE: Failed while reading the value for key named
Mon Apr 02 11:12:51 2012 : IGNORE ENTRY: Ignoring entry for VIRSCAN.zip because of registry read failure. Error occurred while reading the path for the Authorization DLL from the registry.
Mon Apr 02 11:12:51 2012 : IU failed while deploying V because a compatible product could not be found on the system. Please make sure that a compatible Symantec product is installed on the system.

Contributor
Posts: 10
Registered: ‎08-28-2006

Re: Norton 2011 Virus Definitions failed to complete

[ Edited ]

I removed Norton Security Suite, ran the Norton removal tool selecting the first option to save my settings, and re-installed the Norton Security Suite.  When it was re-installing, it got an error

Extracting VIRSCAN.ZIP

CRC failed in VIRSCAN.ZIP

Then it told me to download and try again.  I didn't know what to do. 

I tried downloading again from that link you gave me above.  Then I got a blue screen that said a page fault in non-paged area.  When I turned off and on my pc, it now has a Norton window that says Restart Required Setup has detected that a previous patch has been completed but requires a restart. Please restart your computer to finish instaling this version.

I think I need to complete a good download from somewhere before I click on this.  Please help me.

 

By the way, I'm running XP Home V2 Service Pack 3 on a Dell Dimension 8400 which I believe is 32 bit.

 

Security Expert
USAF_E-8_RET
Posts: 5,093
Registered: ‎10-28-2003

Re: Norton 2011 Virus Definitions failed to complete

Hi Nashtn,

 

Sounds like you have been busy - and not very lucky getting this thing solved.  At this point I think the following instructions are the best thing you can try next:

 

http://forums.comcast.com/t5/Security-and-Anti-Virus/How-To-Uninstall-Reinstall-Norton-Security-Suit...

 

A few things, please backup your ID Safe per the instuctions if at all possible prior to doing anything else.

 

Also, when you go to download a frsh install of Norton Security Suite (NSS), click on the No Thanks Button in the popup for the Constant Guard Proetction Suite.  That will reveal the Get It Now Button which will start the NSS download.

 

Be advised the instruction to run Liveupdate (rebooting as necessary) can be a long drawn out thing.  I have seen it take as many as 10 reboots.  The important thing is rebooting when asked to and then receiving the "no more updates available" and rebooting one more time.

 

Please keep us posted.

A veteran - whether active duty, retired, national guard, or reserve - is someone who, at one point in his or her life, wrote a blank check made payable to The 'United States of America', for an amount of 'up to and including my life.'

Contributor
Posts: 10
Registered: ‎08-28-2006

Re: Norton 2011 Virus Definitions failed to complete

I already did this.  When I downloaded a new copy, I got the CRC failed in VIRSCAN.ZIP

It told me to try downloading it again, which I don't know how to do.

 

I guess I will start over and try the entire thing again, but I doubt it will work unless I change something.  Is there some way to just start a download beginning with VIRSCAN.ZIP?

 

If I do it again, I'm thinking about not saving any of my options when I use the Norton removal tool, which would be the only thing different to try that I can think of.

Security Expert
USAF_E-8_RET
Posts: 5,093
Registered: ‎10-28-2003

Re: Norton 2011 Virus Definitions failed to complete

Please go to the following link and follow the instuctions in order to see if you may have any nastys on your system:

 

https://www-secure.symantec.com/norton-support/jsp/help-solutions.jsp?docid=kb20100917002731EN_EndUs...

 

If the Norton Power Eraser shows no nastys or cleans things up totally, please continue with the following:

 

Pleae click on this link:

 

http://forums.comcast.com/t5/Security-and-Anti-Virus/How-To-Uninstall-Reinstall-Norton-Security-Suit...

 

It provides step by step instuctions and there is no zipped file within any of the links it refers to - so I do believe you have not tried this exact procedure before.  I believe you are thinking about the alternate defintion download (which has nothing to do with the removal and reinstall of NSS).

 

FWIW, there is no starting at any point other than the beginning for a clean install - which is required in this case. 

 

Hopefully we can get this sorted.

A veteran - whether active duty, retired, national guard, or reserve - is someone who, at one point in his or her life, wrote a blank check made payable to The 'United States of America', for an amount of 'up to and including my life.'

Contributor
Posts: 10
Registered: ‎08-28-2006

Re: Norton 2011 Virus Definitions failed to complete

[ Edited ]

Norton Power Eraser should be running.  All I see is a tiny white box in the middle of the screen and a box at the bottom next to start with the symbol for NPE.  Do you know how to tell if it is running?  Do you know how long it should take?  When I open windows task manager, I see no application running.  When I select processes, I see NPE.exe but no cpu at all.  The only CPU I see is for taskmgr.exe and occasionally csrss.exe, with 99% idle.

 

I closed this out.  A large box should have popped up with a message saying scanning and what it is scanning.

Even though I had set up my userid as administrator, I had to logon to the userid Administrator.  Reinstall NPE and now it is running.  Makes me wonder if everything I install now has to be done using Administrator when my userid is setup with administrator priviledges and has worked to install other software.

 

It is still running.

Contributor
Posts: 10
Registered: ‎08-28-2006

Re: Norton 2011 Virus Definitions failed to complete

CLBCATQ.DLL is the risk with status unknown.

I cannot check the box for a system restore point because of safe mode.

I am afraid to proceed.  Do you know what this is?

New Visitor
SamHughes90
Posts: 4
Registered: ‎04-02-2012

Re: Norton 2011 Virus Definitions failed to complete

[ Edited ]

Hi 

Security Expert
USAF_E-8_RET
Posts: 5,093
Registered: ‎10-28-2003

Re: Norton 2011 Virus Definitions failed to complete

Hi Nashtn,

 

I have reuqested assistance from the tech account manager for Comcast on the Norton side, so hopefully he will be able to get one of the engineers to look at this.  I have to admit, I am in over my head on this one.

 

Please continue to monitor this thread for addtional input.

A veteran - whether active duty, retired, national guard, or reserve - is someone who, at one point in his or her life, wrote a blank check made payable to The 'United States of America', for an amount of 'up to and including my life.'

Security Expert
USAF_E-8_RET
Posts: 5,093
Registered: ‎10-28-2003

Re: Norton 2011 Virus Definitions failed to complete

Here is the response from my Norton contact:

 

I read thru the post you mentioned and here is my feedback:

 

- Seems to me that NSS simply failed and the install got corrupted. Thus a clean up and reinstall should do the trick. The message about: "Symantec Service Framework has encountered a problem" is what led me to this conclusion

 

- Reason as to why the intelligent updater keeps failing, it can't read registry entires and is not detecting the product being installed.

 

From the log:

 

REG FAILURE: Failed while reading the value for key named
Mon Apr 02 10:08:02 2012 : IGNORE ENTRY: Ignoring entry for VIRSCAN.zip because of registry read failure. Error occurred while reading the path for the Authorization DLL from the registry.

* Unable to read registry keys

 

Also:

Mon Apr 02 10:08:02 2012 : IU failed while deploying V because a compatible product could not be found on the system. Please make sure that a compatible Symantec product is installed on the system.

* Intelligent Updater is unable to stablish a valid product is installed

 

- On the reinstall attempts, it does not looks like the customer is using the correct file or may not be using the correct download. He should be using: http://xfinity.comcast.net/constantguard/Products/​CGPS/norton/ as you mentioned it to him.

 

A note on VIRSCAN.ZIP: This is a file contained on our definitoins package and is present on a functional system. It should be part of the files included in the self extracting .exe for NSS that gets downloaded, however if there is an error with this file, it will not be until NSS is being installed and when the included definitions are being installed along with it. Thus indicating other possible issues withe the OS that may be interfiering.

 

- Regarding the findings with NPE, without looking at a screenshot the only suggestion I have is to NOT remove any files wth status unknown, specially if is a .dll type of file

 

The option I would like to see happen with this customer is to have him call into Norton support so one of our agents can do a remote session and assist on resolving the (uninstall/reinstall) issue and confirm LU is working again.

 

Please use this URL to contact Norton by phone.

https://www-secure.symantec.com/norton-support/jsp/contact/contact.jsp?lg=english&ct=united+states&p...

A veteran - whether active duty, retired, national guard, or reserve - is someone who, at one point in his or her life, wrote a blank check made payable to The 'United States of America', for an amount of 'up to and including my life.'

Contributor
Posts: 10
Registered: ‎08-28-2006

Re: Norton 2011 Virus Definitions failed to complete

I will contact Norton by phone when I can devote more time to this problem.  Right now I have use of a laptop temporarily. 

The only thing I can think of that I did last week that was new is that I cleaned my registry using Norton Security Suite for the first time.  The reason I did that is I had experienced a few unusual problems and thought my pc needed to be cleaned out.

Security Expert
USAF_E-8_RET
Posts: 5,093
Registered: ‎10-28-2003

Re: Norton 2011 Virus Definitions failed to complete


Nashtn wrote:

I will contact Norton by phone when I can devote more time to this problem.  Right now I have use of a laptop temporarily. 

The only thing I can think of that I did last week that was new is that I cleaned my registry using Norton Security Suite for the first time.  The reason I did that is I had experienced a few unusual problems and thought my pc needed to be cleaned out.


Please keep us posted as I need to follow up with Norton as well.

A veteran - whether active duty, retired, national guard, or reserve - is someone who, at one point in his or her life, wrote a blank check made payable to The 'United States of America', for an amount of 'up to and including my life.'

Contributor
gcbakop
Posts: 5
Registered: ‎02-28-2013

Re: Norton 2011 Virus Definitions failed to complete

Had the same problem today (2/28/13) with my old XP (HP notebook 2133) machine.

(Second time)

Did it manually as USAF_E-8_RET suggested. It worked perfectly. I saved it somewhere wher I'm sure (?) I'll find it next time.

I had to do same 1-2 mos ago with the same old machine.

Must be something that the latest versions of Norton updates do not work well with the old XP stuff...at least in the auto mode :-(

Thank you USAF_E-8_RET! Your help IS appreciated.

 

Contributor
gcbakop
Posts: 5
Registered: ‎02-28-2013

Re: Norton 2011 Virus Definitions failed to complete

Just as an update: Still the only way to update Norton on my old HP with Windows XP, is to do it manually! I even saved the book mark so I can get to their fttp server with one click..It still works like that! I wonder whet will happen after the April, when MS "abandons" the good old XP ..Anybody from Norton knows??

Norton Expert
NortonSupport
Posts: 256
Registered: ‎11-18-2013

Re: Norton 2011 Virus Definitions failed to complete

[ Edited ]

[Deleted the recent post & updated as a new one]

 

Hello ,

 

May I know the version of Norton Security Suite you use? Can you check in the security history for any possible errors logged for LiveUpdate?

 

Thanks to .

Harry

Norton Support

Security Expert
USAF_E-8_RET
Posts: 5,093
Registered: ‎10-28-2003

Re: Norton 2011 Virus Definitions failed to complete

Uhmm, Harry,

 

You are answering a post from April of 2012 - hopefully they have it sorted by now!

A veteran - whether active duty, retired, national guard, or reserve - is someone who, at one point in his or her life, wrote a blank check made payable to The 'United States of America', for an amount of 'up to and including my life.'