Norton Liveupdate failing

March 1, 2007 at 07:36:49
Specs: WinXP, Intel/512

I've been trying to help someone with an issue with her Norton Antivirus; it fails to connect to Symantec's live update server. Here's a couple emails we've been bouncing back and forth:

"Computer issues again...
Yesterday I renewed my Norton anti virus online. With help from the kids everything has gone well except one area. It tells me in the "live update" page that it failed cause it could not connect to the live update server. When I try to seek support it tells me that my service provider may be set to supply only limited access to the internet. Do you think that its because I am on Mozilla Firefox and not Internet Explorer?
Any thoughts
Arleen"

"I doubt Mozilla or IE make a difference. You could try it with IE. Do you still have the icon in the start menu?

Also, for how long has this been going on? It could be because the live update server really is down, in which case it's just a matter of waiting for them to fix it. If all else fails, call Symantec."

"No I do not have the icon in the start menu anymore.
Its only been 2 days. I download it on Monday night. And when you say call Symantec. Do you mean phone them?? and if so where do I find a #?"

"On my computer, IE is found in c:\Program Files\Internet Explorer\. It's probably the same on your computer. If you find the big blue e there, drag it onto your desktop to create a shortcut.

As for contacting Symantec...
Go to http://www.symantec.com/feedback/co...
Choose which version of Norton you have
On the next page you will be taken to, choose "Contact a Symantec Support Representative"
You'll be given three choices: 1) free live chat, 2) email, or 3) phone (I'm not sure whether your service agreement allows you to get free phone support, but it says it cost $10 per incident)."

"God I hate computers. Actually I love them but they are frustrating. I have found IE and when I click on it says the page cannot be displayed giving me a list of things to do or try. The same thing happens when I use the link that you supplied to Symantec. I get the same message. So either the site is down (for two days, I doubt it eh) or something is blocking me. Any other thoughts???"

I didn't have any other thoughts. Can anyone take a stab at this?


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#1
March 1, 2007 at 08:17:37

If liveupdate fails, it usually gives an error message. Go to symantec & search for it. It might just mean there is a newer version of live update.


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#2
March 1, 2007 at 11:41:30

It might work better for you or your friend to directly post the problem. Reading your email correspondence is not as good.

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#3
March 1, 2007 at 15:52:57

At the risk of controversery I suggest she get a refund from symantec and trash Norton A/V. in favor of tnis. No problems and much better coverage.

http://www.nod32-anti-virus.com/cat...


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#4
March 1, 2007 at 18:10:50

I'm posting absolutely everything I'm being told with as much detail as I'm being given. She can certainly sign up for an account here and post it herself, and I will recommend that.

Anyway, here's the latest email she's sent me:

"It says "liveupdate failed. Could not connect to Liveupdate server.
And I just tried to connect to " Symantec.com" and couldn't. That makes try # 1,000,000. It says....The connection has timed out
> site could be temporary unavailable or too busy, try again
> If computer or network is protected by a firewall or proxy make sure firefox is permitted to access web
Danielle and I saw this message the other night and went on the firewall area and made sure everything was checked appropriately."

To which I will reply:

"I posted this last bit to the forums I'm on. So there was no error number or anything? Sound like something to do with the fire wall. Have you tried turning it off? If you don't want to pay the $10 for Symantecs phone service, I'd recommend going with the email or live chat options."

Any other suggestions would be greatly appreciated.


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#5
March 2, 2007 at 12:29:47

how about uninstalling & re-installing

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