DubbleD
2 Bronze

Norton Antivirus Security Software Malfunctioning - Any Ideas On A Solution?

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I have been having major problems with my Security Software, Norton Antivirus, over the past 2 months.  Norton discussion forum members are reporting that my case is isolated, and to check with Dell for assistance.

I have posted a discussion topic on the Symantec website detailing the specific problem I am experiencing...

http://community.norton.com/t5/Norton-Internet-Security-Norton/2-Large-Back-To-Back-Virus-Definition...

Here is how my Norton Avtivirus (NAV) has been malfunctioning since early November:

Norton Avtivirus (NAV) Automatic Live Update routinely fails to successfully install Virus Definition X64 Incremental Updates (generally under 1MB in size), following the awakening of the PC from hibernation/sleep periods, and when booting up the PC from a full shutdown. 

I will then run Manual Live Update immediately after the failed Virus Definition X64 Updates, and Manual Live Update downloads/installs a 160MB full Virus Definition X64 file!    

NAV occasionally needs to update the very large full Virus Definition X64 file, perhaps once every month or 2, but not 2 times/day for me sometimes, and 20+ times/month for me since November.

Symantec forum members suggested I check with Dell for the latest drivers, to which I've noticed that  Dell does have new BIOS (Release Date 10/15/2013), which I have not yet installed.

My Norton Antivirus Version 21.1.0.18 (which is the latest version, just released in October) should work using the original BIOS, shouldn't it?

Other than this 2-month long problem with my NAV, the 2013 Dell Inspiron 17R 5720 purchased last January has worked well with no other issues/problems to speak of.

What is confusing to me is how/why my NAV worked perfectly from January-November with the original BIOS, and now it is malfunctioning badly.  

So, my question is, will updating my PC with the latest BIOS (Release Date 10/15/2013), address this ongoing Norton Antivirus malfunctioning?? Or is there another driver update which might address this problem?

Any help is much appreciated.

DD

2013 Dell Inspiron 17R 5720  Windows 7 64 Bit SP1

Norton Antivirus Version 21.1.0.18

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3 Solutions

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Bugbatter
7 Thorium

RE: Norton Antivirus Security Software Malfunctioning - Any Ideas On A Solution?

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Hi DubbleD,

It is not unusual for an anti-virus to update more than once a day. As long as you are having no other internet connection problems, aside from Symantec's Live Updates, I don't see how your problem can be attributed to Dell drivers. As ky331 mentioned:

this should have nothing to do with the BIOS.   I would not update the BIOS unless you're having a problem specifically identified as being fixed by that particular BIOS update.

If I were you, I would uninstall Live Update, followed by uninstalling Norton, and running the removal tool per instructions. After the reboot, I would install Microsoft Security Essentials. I've been using it for several years on multiple computers running Windows 7 Pro 64-bit.. If you don't have Malwarebytes Anti-Malware installed, that would also be good to add. The Pro version runs well alongside MSE, and has the option for auto updating and realtime protection. If you prefer the free version, that can be updated manually and run manually.

Good luck. Let us know if you have any additional questions.


Windows Insider MVP 2016 - Present

Microsoft MVP - Consumer Security 2006-2016

Social Media and Community Professional

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Bugbatter
7 Thorium

RE: Norton Antivirus Security Software Malfunctioning - Any Ideas On A Solution?

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I'm leaning toward a malfunction of Norton.  For about ten years, it has not been on my list of anti-virus products to recommend. Whenever I get a new computer, the first thing I do is remove Norton or McAfee and go with Microsoft Security Essentials and the Windows Firewall.

(I don't work for Dell or Microsoft, so I can be completely impartial here.)


Windows Insider MVP 2016 - Present

Microsoft MVP - Consumer Security 2006-2016

Social Media and Community Professional

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joe53
6 Gallium

RE: Norton Antivirus Security Software Malfunctioning - Any Ideas On A Solution?

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Hi DubbleD:

I've been following this thread, plus the lengthy ongoing one over in the Norton forum, with interest. Not having used NAV in many years, I can offer no advice, just an observation.

I have used probably over a dozen different AVs over many years, both free and paid. They all protected me, but I always dumped most when they gave me grief  (update problems, compatability conflicts, system slowdowns, error messages, unwanted bundled software, other ease-of-use issues). I eventually ended up with MSE on my home PCs for a few years now with no "grief" whatsoever. Including a Win 7 x64. In one of your posts, you listed your other various layers of security, which are very similar to my choices. They all play well with MSE for me.

I can well understand your reluctance to abandon an AV that has served you well for so long. But I agree with your plan of action, and the advice given by others in this thread. You have certainly explored and tried a lot of  good suggestions that didn't work for you (for a lot longer than I would have!). If you choose to switch to MSE, I think you will be pleased with it.

Best of luck!

_________________________________________


Dell Forum Member since 2,000


 Use OpenDNS   MalwareBytes' Anti-Malware Free


Windows 10 Pro (64- Bit): Malwarebytes 4.x Premium, Windows Defender AV, Windows Firewall, WinPatrol PLUS, Emsisoft Emergency Kit Free and HitmanPro Free (on-demand scanners), OpenDNS, MVPS Hosts file, SpywareBlaster, Pale Moon web browser, Sandboxie, CCleaner Free.


"In the future, everyone will be anonymous for 15 minutes" - Banksy

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17 Replies
Philip_Yip
7 Thorium

RE: Norton Antivirus Security Software Malfunctioning - Any Ideas On A Solution?

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This thread has been moved to the Virus/Spyware discussion board.

Dr Philip Yip
Tech Enthusiast and Author of the Unofficial Dell Windows Reinstallation Guide

Windows FAQs and OEM Downloads


#IDoNotWorkFor Dell
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ky331
7 Gold

RE: Norton Antivirus Security Software Malfunctioning - Any Ideas On A Solution?

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Bugbatter is the resident expert here and will probably have something to say about this... but as far as I know, this should have nothing to do with the BIOS.   I would not update the BIOS unless you're having a problem specifically identified as being fixed by that particular BIOS update.

Free Internet Security - WOT Web of Trust       Use OpenDNS       MalwareBytes Anti-Malware


Windows 10 Pro (64-bit), Panda DOME 18.7.4, MBAM4 Pro, Windows Firewall, OpenDNS Family Shield, SpywareBlaster, MVPS HOSTS file, MBAE Premium, MCShield, WinPatrol PLUS, SAS (on-demand scanner), Zemana AntiLogger Free, Microsoft EDGE, Firefox, Pale Moon, uBlock Origin, CryptoPrevent.


[I believe computer-users who sandbox (Sandboxie) are acting prudently.]

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Bugbatter
7 Thorium

RE: Norton Antivirus Security Software Malfunctioning - Any Ideas On A Solution?

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Hi DubbleD,

It is not unusual for an anti-virus to update more than once a day. As long as you are having no other internet connection problems, aside from Symantec's Live Updates, I don't see how your problem can be attributed to Dell drivers. As ky331 mentioned:

this should have nothing to do with the BIOS.   I would not update the BIOS unless you're having a problem specifically identified as being fixed by that particular BIOS update.

If I were you, I would uninstall Live Update, followed by uninstalling Norton, and running the removal tool per instructions. After the reboot, I would install Microsoft Security Essentials. I've been using it for several years on multiple computers running Windows 7 Pro 64-bit.. If you don't have Malwarebytes Anti-Malware installed, that would also be good to add. The Pro version runs well alongside MSE, and has the option for auto updating and realtime protection. If you prefer the free version, that can be updated manually and run manually.

Good luck. Let us know if you have any additional questions.


Windows Insider MVP 2016 - Present

Microsoft MVP - Consumer Security 2006-2016

Social Media and Community Professional

View solution in original post

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DubbleD
2 Bronze

RE: Norton Antivirus Security Software Malfunctioning - Any Ideas On A Solution?

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Hi DubbleD,

It is not unusual for an anti-virus to update more than once a day. As long as you are having no other internet connection problems, aside from Symantec's Live Updates, I don't see how your problem can be attributed to Dell drivers. 

Bugbatter, thanks for your reply.

Norton updates typically happen every 10 minutes.

What is unusual about my situation is that the large full Norton virus definitions file is being downloaded way too often, as I stated in my original post here, in response to the failed installation of the small incremental virus definitions file.

 This is an indication that something is seriously wrong with either the Norton product, or the Dell PC.  As I suspected, each is pointing the finger at the other, so it is virtually impossible to correct this problem.

DD

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Bugbatter
7 Thorium

RE: Norton Antivirus Security Software Malfunctioning - Any Ideas On A Solution?

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I'm leaning toward a malfunction of Norton.  For about ten years, it has not been on my list of anti-virus products to recommend. Whenever I get a new computer, the first thing I do is remove Norton or McAfee and go with Microsoft Security Essentials and the Windows Firewall.

(I don't work for Dell or Microsoft, so I can be completely impartial here.)


Windows Insider MVP 2016 - Present

Microsoft MVP - Consumer Security 2006-2016

Social Media and Community Professional

View solution in original post

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DubbleD
2 Bronze

RE: Norton Antivirus Security Software Malfunctioning - Any Ideas On A Solution?

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Bugbatter, thanks again for your reply.

My next step will be to run the removal tool per instructions from both you and the other forum members over at the Norton forum.  

As I've been a loyal, and generally pleased Norton/Symantec customer for over 25 years, I will reinstall NAV Version 21.1.0.18 following the use of the removal tool , and give it one last chance to perform properly.  If it does not work properly following this final removal/reinstall sequence, I will take your advise to abandon the Norton product once and for all, and install Microsoft Security Essentials in its place.

DD

 NAV Version 21.1.0.18 

2013 Dell Inspiron 17R 5720 

Windows 7 64 Bit Sp1

 

 

 

 

 

 

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joe53
6 Gallium

RE: Norton Antivirus Security Software Malfunctioning - Any Ideas On A Solution?

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Hi DubbleD:

I've been following this thread, plus the lengthy ongoing one over in the Norton forum, with interest. Not having used NAV in many years, I can offer no advice, just an observation.

I have used probably over a dozen different AVs over many years, both free and paid. They all protected me, but I always dumped most when they gave me grief  (update problems, compatability conflicts, system slowdowns, error messages, unwanted bundled software, other ease-of-use issues). I eventually ended up with MSE on my home PCs for a few years now with no "grief" whatsoever. Including a Win 7 x64. In one of your posts, you listed your other various layers of security, which are very similar to my choices. They all play well with MSE for me.

I can well understand your reluctance to abandon an AV that has served you well for so long. But I agree with your plan of action, and the advice given by others in this thread. You have certainly explored and tried a lot of  good suggestions that didn't work for you (for a lot longer than I would have!). If you choose to switch to MSE, I think you will be pleased with it.

Best of luck!

_________________________________________


Dell Forum Member since 2,000


 Use OpenDNS   MalwareBytes' Anti-Malware Free


Windows 10 Pro (64- Bit): Malwarebytes 4.x Premium, Windows Defender AV, Windows Firewall, WinPatrol PLUS, Emsisoft Emergency Kit Free and HitmanPro Free (on-demand scanners), OpenDNS, MVPS Hosts file, SpywareBlaster, Pale Moon web browser, Sandboxie, CCleaner Free.


"In the future, everyone will be anonymous for 15 minutes" - Banksy

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DubbleD
2 Bronze

RE: Norton Antivirus Security Software Malfunctioning - Any Ideas On A Solution?

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Many thanks  for your reply.  It is help from good folks like yourself and the rest here that have made this very unpleasant problem a bit more tolerable.  

I was beginning to go somewhat mad over the constant malfunctioning of my NAV product...it is very unnerving to see a previously reliable product behaving so badly,  with repeated file installation failures and massive virus definition file downloads, which often times never fully completed (due to there size) during Nortons Automatic Live Update process.

Symantec  just released a patch today for their product, but I have no way of knowing if this patch addresses my specific problem, in spite of Symantec acknowledging there may be an issue with their Norton products failing to install updates.

DD

NAV Version 21.1.0.18

2013 Dell Inspiron 17R 5720 

Windows 7 64 Bit Sp1

 

 

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NortonSupport
2 Bronze

RE: Norton Antivirus Security Software Malfunctioning - Any Ideas On A Solution?

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Hello,

Sorry for the trouble. I am Vineeth and I am from the Norton Support team.

The problem seems to be an odd one. Does this happen only when your computer wakes up from sleep mode or when you start your computer after shutdown?

When LiveUpdate fails, can you please click Summary > More information and see if it shows any error codes such as 8920,223?

Thanks!

Vineeth

Norton Support

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