Symantec AntiVirus Troubleshooting Center
If you are having problems with Norton/Symantec AntiVirus, it is important to get that problem remedied as soon as possible in order to maintain the security of your machine. Below are links to different articles, some written within the ITS Help Desk and some from Symantec's web site. If you are encountering an issue that isn't mentioned below, please contact the ITS Help Desk. If the issue which you have encountered is a common or important one, we will provide a link on this page to a solution so that other customers may benefit in the future.
We also have user guides to both Norton Anti-Virus for the PC and Symantec Anti-Virus for the Mac in our Handouts and Guides area.
Difficulty Ratings
= Easy : Most users should be able to perform required steps
= Medium : Steps require some comfort with computer systems
= Difficult : Should be performed only by those very comfortable with computer systems and the registry
If your problem is listed below and is rated at a difficulty rating you are not comfortable with, please contact your departmental computing consultant or contact the ITS Help Desk.
Please click on the link that describes your problem.
Managed Clients
- How to change a managed client to an unmanaged client
- How to change an unmanaged client to a managed client
Installation/Uninstallation
- How to manually remove Symantec AntiVirus or Norton AntiVirus
- Symantec AntiVirus Corporate Edition installation stops responding at "Status: Removing Backup Files"
- Installation of Symantec AntiVirus or Norton AntiVirus Corporate Edition rolls back when the status bar displays "Preparing Virus Definition Files"
- Error: "An error has occurred that prevents this installation from continuing"
- Problems with Rights and Permissions during Symantec AntiVirus Installations
Error Messages/Failures
- Macinstosh Microsoft Word error: "Word cannot save this document due to a naming or permissions error
on the destination volume." - Error "1920: Service Defwatch failed to start"
- Symantec Shield icon does not display in the system tray
- Yellow exclamation point symbol over the Symantec Shield icon in the system tray
- Virus Alert Message: "Quarantine Succeeded, Access Denied"
- Error: "Symantec AntiVirus Realtime Protection failed to load"
- Error: "Microdefs Error" while downloading virus definitions using LiveUpdate after upgrading to Mac OS X 10.3.9"
LiveUpdate
- Error: "LiveUpdate had an internal error while getting your updates. Your Symantec programs were not updated. You should try getting updates at a later time. If LiveUpdate fails again with this error, you should re-install LiveUpdate."
- Error: "LiveUpdate could not create a temporary directory."
- Error: "Your Internet connection method has changed..." when you start LiveUpdate.
- Error: "LiveUpdate could not retrieve the catalog file..." or "Cannot connect..." when running LiveUpdate for NAVCE.
- How to schedule LiveUpdate on unmanaged Symantec AntiVirus 8 clients
- Scheduling LiveUpdate in Mac OS X for all users using UNIX commands
If you have need assistance on Symantec/Norton AntiVirus or would like to suggest that an issue be added to this page, please contact the ITS Help Desk.
Last Updated: 04/24/2008