Mac OSX - Snow Leopard install failure

Is Norton Antivirus 11 for Macintosh supported on Snow Leopard?

I can now answer the question... If the Snow Leopard installation is an upgrade install, real time protection in Norton AV 11 switches to disabled. If you enable it, there's an alert on the file scan setting. Trying to turn on File Scan results in an error dialogue encouraging running a LiveUpdate or re-installing. The Mac we were trying this on was up-to-date, so no change. Uninstalled NAV11 and reinstalled--the package wanted to install Rosetta. Once it was installed, attempts to connect through LiveUpdate kept generating errors.

Stop_a,

I don't know if you saw the answer before the parent response was removed, but despite saying it will work on "10.4.10 and greater", NAV 11 is not as yet Snow Leopard compatible.  I don't have a timeframe for when compatibility will be available for either NAV (consumer) or SAV (corporate).

sandra

Frankly I am surprised it has taken Norton this long to realize their flagship product on Mac's is not compatible with this mayor upgrade.  I can understand a small 3rd party developer, but Symantec??!?!? We pay a premium for your software and we shouldn't have to come here to tell you, that NAV 11 is not compatible.  You should have weeks ago rolled out an announcement saying it, and have by today a fix available.

Currently we have under 10 seats affected by this.  We neded to roll out SL, for the performance increases in our deployments of Mac's in our communication's group.

Now we have better performance, and a hole in our security because your software isnt ready.  Even ClamAV for mac works under SL.

The least you could have is an ETA on the fix, you owe us that because we paid for your product.

 I agree with Badr. Why did we pay for a premium product only to be ignored. No news at at from Symantec about what is in the works to bring 11.0 up to the level of compatibility with SL.

Please advise your paying customers with a timeframe we can expect. Otherwise those vendors who have either updated or have announced dates for updates will (I'm sure) receive new business.

Thanks in advance (for hopefully fixing your product).

Ted.....

Apple has added a support note that explains which software packages (and versions) the Mac OS X 10.6 Snow Leopard installer places in an Incompatible Software folder. The note also details how Snow Leopard will prevent incompatible software from launching to prevent disappointment - the software is known to crash at launch.
Norton AntiVirus ver. 11 is listed.

http://support.apple.com/kb/HT3258

 This is pretty bogus, if you ask me.  Snow Leopard was not a "secret project"..everyone knew it was coming.  Maybe it came a couple of weeks earlier than anticipated, but still, the answers we are getting imply that a timeline for compatibility doesn't even exist yet.

Hey Symantec....how about, at the very least, FIXING the software and then extending everyone's virus definition subscription.  

A nice price on the next upgrade would be appropriate too.

unfortunately, i believe this is now symantec's SOP.  Windows 2008 has been out well over a year and SEP 11 still doesn't work correctly with that product. I completely agree that it was NO secret Snow Leopard was on its way.  The development group really dropped the ball (again) on this one.

We have about 15 users that will be affected by the 10.2 compatibility problem.

 As a paying subscriber for many years, I have to admit that I am very disappointed in Symantec's having dropped the ball with SL's release. Now my computer will be unsecured because someone wasn't quick enough to add a patch to make it compatible.
I agree with the others--we should be compensated for this in some way. As of right now, our subscription dollars are being idly wasted.
Useless.
A timely update should be in order.

....the workaround is....here. 

Symantec, please get your heads out of your....um....the sand.  There's no excuse for 10.6 coming out and Symantec not being ready for it, especially when what is essentially shareware can manage to get it done.

Geez.

Installed Friday, same problem as others have seen. 1 user affected (me), but probably 500+ more will be soon as they upgrade SL. Meanwhile, we operate unprotected? This is a serious blow for Symantec. Is anyone home?

 I'm sorry what part of the AV for Mac SCL was not understood?  Currently, it's listed as 10.4.11-10.5.x

Symantec not supporting an OS at day-one is not new as with many other vendors not just limited to security.  It's almost always handled via a service pack or hotfix.

That said, if Large Enterprise customers dont say that they are going to Snow Leopard at day one, then odds are we wont get it at day one.  We represent a small install base, not the majority.  We all have to wait, and that is fine with me.  Who puts a new OS into production the day it's released?

Seriously people, we all know its great and fun to be running the newest and greatest stuff available. But can you really expect a company as large as Symantec who provides AV for almost every corporate company to put a compatable version of AV up for SL the first day it comes out? Mac users in the corporate enviroment are minimal (Compared to PC) and adding the fact that the OS JUST came out, NO ONE should be deploying it without appropriate testing. So as teiva-boy said.. Admins sit tight and wait it out.

 I would have expected that a company as large as Symantec would have been prepared for this.  Operating systems that are available to developers as beta releases and release candidates are released months before the retail release of an operating system - Apple is no different.  Symantec Engineers should have been developing during this time period, but it sounds like they waited until they could go buy it retail to start developing.  Our university uses a Network Access Control system (NAC), to control student computer registrations in the residential halls.  The NAC ensures registration, OS updates, and Symantec Antivirus compliance.  Students are installing Snow Leopard since it is available, then Symantec AV for Mac breaks, then the NAC kicks them offline for not being compliant.  We're getting a lot of heat put on us by our students, because Symantec doesn't have a product ready for us. - So they're forced to re-install their old OS, downgrading, to use the Symantec product for compliance.  I am very upset with Symantecs lack of preparation for this - However I'm even more upset that no one at Symantec can give me an ETA on the release date, not even a rough idea! - That's really the unacceptable part.  The point of this post is not to condemn Symantec (I think they're a good company with great products), but rather to illustrate some of the frustrations of our campus Mac users, and hopefully to help get Symantec to give this product some attention and some updates on information to its customers.

Regards --

I called Norton/Symantec today and was told by Norton Support Representative Rekha Sampathkumar, that the Norton Anitvirus 11.0.3 update will be Snow Leopard compatible and the timeframe is approx two weeks (about 9.15.09). Hope this helps! :-)

Sorry everyone, I almost forgot. On the same support phone call, I specifically asked Norton Support Representative Rekha Sampathkumar, if the Snow Leopard compatible NAV 11.0.3 will be 64 bit compatible. She said, "yes, it will be compatible in both 32 bit and 64 bit modes."

Apple released a month ahead of the announced schedule.  Other companies have been caught off guard as well.  See omnigroup's site for their announcement.  If we get to October with no update from Symantec, then we can give them grief. :) 

 It is rather frustrating though... One would think Symantec would have the resources to make whatever tweaks are necessary to make this work on time.  There is no excuse for a delay on this type of product.  This isn't an entertainment product, this is a product that is responsible for security AND it is a well known, well respected company.  This should have been ready to roll right when Snow Leopard came out.  I cannot believe that a high level company like Symantec would not communicate with a high level company like Apple and have the particulars well ahead of release date.  The only saving grace is that the platform is OSX so there is less likely hood of attack/infection while we wait.
Flex your muscle Symantec and get this fixed, please.  This is putting our corporate servers at risk (albeit small).  Thank you!

 I agree this is unacceptable of Norton to not provide a patch for Snow Leopard now. I for one am looking at other products and I will NEVER buy or recommend any Norton product in the future. Please sell your stock in the company before it becomes a penny stock.

Waiting for that Norton AV 11.0.3         ..... grrrrrrrrrrr 

I just registered to thi forum to add my displeasure with Synmatecs attitude and to continue to point out the obvious in this thread.

1. After all of the bru ha ha from apple symantec was not prepared for this ???

2. This is the outfit that is supposed to protect us from viruses.

3. The only thing they Symantec understand - and add some piece of mind to the users.  Find an alternate  tool that is compatible.

I am just adding my voice to the chorus of complaints here. When does Symantec expect to fix this problem?

Just thought I would share the information I have currently...

- Product management is working with engineering to see if they can release a SAV for Mac inline patch to support Snow Leopard asap.

- NAV for MAC (unmanaged consumer version) will be available to enterprise customers as an alternative in mid-Sept. 

- SEP 11.x release targeted for April 2010 will include support for Snow Leopard

I will update with any further info as I hear it.

cheers

Z

This is unacceptable and you are putting my company at risk.  This will not go unnoticed in a month when I purchase new software!!

Now the question, to take directions from the CONSUMERS on this post for a fix, or to cross my fingers and wait until "mid-september" for a Symantec fix?

Unbelieveble!

 I am not an IT professional (hats off to them) but one article in this string hit home.  I have been a PC hobbyist for years, building boxes and am pretty savy with all versions of MS-Windows ( even wrote small batch files to back up the registry in versions 95 & 98 before commercial ones were available).  My son started college this month. His college, Binghamton University, requires that an anti virus program be active and tested via their server before permitting access to the wireless network.  I purchased and installed NAV 11 for  MAC.  Installed flawlessly and Binghamton's test was approved and my son's  MAC is allowed onto their wireless network.  

Wanting to keep my son's MAC up to date I ordered Snow Leopard.  My son was home over the Labor Day weekend and I planned on installing Snow Leopard.  Then I reconciled that his recovery software was at Binghamton.  I decided not to gamble without a pathway and tools to recovery.  Thank goodness because if I had his NAV 11 would have not worked and my son would not be allowed onto Binghamton's wireless network.  Ironically MAC's seem to be regenerating in popularity among college students.

I don't think Binghamton University in unique is requiring an active anti-virus program.  The lack  compatibility  between NAV 11 and Snow Leopard is going to cause much grief between students and college Information Technology management.  I point guilt at Apple for not warning those upgrading to Snow Leopard of a compatibility problem with NAV. They knew about it and had a moral obligation to put forth a distinctive warning...or send out warnings to Information Technology management so they could get the word out to their students.  Shame on Apple!

Since installing Snow Leopard, NAV 11.0.2 is unable to run auto protect.  When will Norton provide the update to correct this problem?

 Hi,

I am a professor at Georgia State University in the CIS dept.  The universitiy's 'standard issue' mac antivirus program is Norton Antivirus 11.x.  .  We are dependent on you getting a prompt update for Snow Leopard to market ASAP.

I have a second question, regarding the quarantined files.  On one of my computers I have over 1,500 quarantined file.  I'd like to deltee those.  But it seems I can only do so a file at a time.  Is ther a way to do a batch delete of all files quarantined?  This in Norton Antivirus 11.0 of course.

thanksl

Its bad enough that my school requires I have Nortons for my mac, let alone that they offer it for free for PC's, and I had to go out and spend $50 on it.....but for it to not even be compatible is reprehensible!!   I cannot connect to the internet at my university until it is working....so, if someone could please figure this out, that would be great~  And if someone would like to offer me and everyone else some sort of discount or rebate or whatever for all of this trouble, that would be even better!
Thanks,

The following document will be updated when additional information is available...

Title: 'Compatibility with Symantec AntiVirus for Macintosh 10.x and Mac OS X 10.6 Snow Leopard'
Document ID: 2009081911000448
> Web URL: http://service1.symantec.com/SUPPORT/ent-security.nsf/docid/2009081911000448

In a nutshell, we do not unfortunately have an ETA for an update for SAV for Mac (corporate).  NAV for Mac (consumer) will have a compatibility release in 'mid-September' (probably some time this week, but no exact ETA).  We are investigating short-term solutions to bridge the difference between these two availabilities (for our corporate customers).  Any further updates will be posted to the document I referenced above.

Thanks,
sandra
 

Little more info from the consumer side that might help out...

• Norton AntiVirus 11.0.3 will be released this week. This will add Mac OS X 10.6 support to the standalone Norton AntiVirus product as well as the antivirus portion of Norton Internet Security.  There are other fixes as well ("virus could not be repaired" error message bug); check the ReadMe for more information.
   

• Norton Internet Security 4.1 will be released next month, right now we are looking at late October.  This will fix some bugs but mostly be all about supporting Mac OS X 10.6. Norton Internet Security is a very complicated product – the work we are doing to provide phishing protection on the new version of Safari is significant – which is why it is taking longer. In addition to the phishing protection fixes, we are addressing some UI issues we are finding in Mac OS X 10.6, but, after the 11.0.3 patch is released, it is worth stressing that the only feature that will be non-functional in Norton Internet Security is the phishing protection, due to the extra work we need to do to support Safari. 

• Norton AntiVirus 11.1 will be released at the same time as Norton Internet Security 4.1. This will offer up other fixes and replace the 11.0.3 update.

Full thread here - http://community.norton.com/norton/board/message?b...

I just wanted to post a quick update that the update for NAV for Snow Leopard compability, 11.0.3, should now be available via LiveUpdate.  (The reason I say 'should' is: I was able to update my test install, but replication to the different LiveUpdate servers may not be complete.)

Current NAV customers need only launch LiveUpdate for product updates (Update Everything Now would work) to get this update.  If the file was moved to the Incompatible Software folder during the OS upgrade, you may need to remove (using the RemoveSymantecMacFiles) and reinstall NAV, then run LiveUpdate right away.

More information as I get it, for SAV customers.

sandra

I just updated to MAC NAV 11.0.3 which I believe to be fully compatible with Snow leopard.  This is for home use.

Symantec kept their word/promise.  AND I think 11.0.3 is 64bit and 32bit compatible.

Thanks. 

Another quick update.  For those of you who are SAV for Mac (corporate) users in need of Snow Leopard compatibility, we now have something that can bridge the gap until an inline solution for SAV is ready. 

If you have a case open with Support already, the technician that owns your case should be contacting you soon with details.

If you do not have a case open with Support yet for this issue, please log one, either via your local support number (http://www.symantec.com/business/support/contact_techsupp_static.jsp), or via MySupport (http://mysupport.symantec.com).

Thanks again for your patience.

sandra

Is 10.2 still expected to have an update for Snow Leopard?

 I upgraded to Snow Leopard and my NAV 11 is now in "Incompatible Software" folder.  You said I need to remove and reinstall, but WHERE is the "RemoveSymantecMacFiles" app? AND can that app find and remove NAV11 when it is located in the "Incompatible" folder?

ALSO, for REINSTALLING, I bought my NAV11 online and now I only have a "Norton_AntiVirus_11_Mac_EN.dmg" which contains an NAV Installer, a User Guide, and a Support folder.  Will that work and allow me to reinstall NAV11 AFTER I remove it (assuming I do find out where the "RemoveSymantec..." app is, and it successfully removes it from the "IncompatibleSoftware" folder.

Thanks for your help

Joe M, there is a link earlier in this post for the document from which you can obtain RemoveSymantecMacFiles (a Terminal script).  It is not something that is installed onto your hard drive or included on your disk image.   I will paste it in again for your convenience.

Title: 'Removing Symantec programs for Macintosh by using the RemoveSymantecMacFiles removal utility'
Document ID: 2007661309063498
> Web URL: http://service1.symantec.com/SUPPORT/ent-security.nsf/docid/2007661309063498

I understand that it should remove the application when the uninstaller cannot, but I will double-check on that for you, particularly regarding when it's in the "Incompatible Software" folder.

You should be able to reinstall from your disk image then run LiveUpdate right away (as it will prompt you to do) to get the update for compatibility.

Thanks,
sandra

Joe M,

As I suspected, the RemoveSymantecMacFile.command script will remove files from the usual installation paths, but not the Incompatible Software folder.  However, once the script is finished running and the machine reboots, you can then go into the Incompatible Software folder and remove NAV manually (by dragging it into the Trash).

Thanks,
sandra

 Sandra,  Everything worked as you instructed.  Thank you for responding so quickly, and for checking out all the details, like the Incompatible Software folder effect, where to find the "RemovingSymantec..." app., etc.

Thanks again,
Joe M

I really need help.  Im a student and my University requires we download their SAV that is provided.  I just got a brand new mac about two weeks ago because my old computer (this one), has no life left.  The computer came with Snow Leopard on it and I can not even use it because of this problem.  I have downloaded and unistalled SAV about 4 times now hoping an update would come out and none have.  I feel like im destroying this bran new computer tyring to deal with such a ridiculous issue.

I have to have my computer protected because with a university of 30,000+ students, anyone can hack into our computers since we share the same wireless networks. I have several friends that have the same problem as well.

Is there anything I can do to fix this?

Most of the issues with Mac compatibility probably lie within how Mac distributes their OS vs. how Microsoft distributes theirs. Notice once you get your brand new copy of Windows 7 when it comes out for general release how it already has many updates available.  In actuallity, its been out for some time to IT staff, businesses, developers, software companies, and the beta and release candidates have been out for even longer.  Apple keeps a much tighter lock on their software and doesn't give it out as freely--making it much more difficult for developers to release software compatble with the OS on the release day.

There are plenty of applications I use that aren't yet compatible with my Mac running Snow Leopard (I run Mac, Windows, and Linux...the life of an IT security guy).

snowleopard.wikidot.com see this site for a list of all the software compatibilities with Snow Leopard.

I bought Norton Internet Security 4 for mac that includes Anti Virus 11. After spending hours trying to install it and make it work it became very clear that the product is incompatible with Snow Leopard. I couldn't uninstall because the unistall command returns a message saying that it can't find any Symantec files on the system. Luckily someone responded to a similar question. I was able to use the recommended script and the software was removed. But what now? Can I get my money back? It's not a cheapt package. The price of it here in Australia is A$99

Why didn't the vendor tell me that the software was incompatible? From reading other postings above it's clear that Symantec don't know when they will release something that's compatible with Snow Leopard. So you need to take care of those of us who have already paid the money for a product we can't use...

Hi,
I have SAV 10.2, and have been tracking this thread for about a month now. I'm still not sure if the release is out yet, esp. when some people have successfly upgraded through LiveUpdate. I have been checking this forum daily, all the while updating LiveUpdate aswell. LiveUpdate has yet to download the Snow Leopard Update (if it is indeed out) and I continue to get the error 10 when I boot up.
So far, I have uninstalled SAV with the posted terminal file and reinstalled to no avail. Using a university supplied SAV, I have called Symantec technical support and was not able to get a workaround due to being a student, and not an actual "company". I don't know if it was a confusion on the technical support's staff, or that I actually have to a "company corporate" edition.  I would like a straight-forward status check on whether or not this update is indeed out or not, and if I could get actual help in any possible fixes in the meantime.

Thanks

Sandra,

I also have SAV 10.2, and have opened a case up with support. The tech assigned basically told me I should install NAV 11 which is the only one available for Snow Leopard, which I do not have a license for. The case is still open. How can I convice him that the workaround that you are talking about exists, or can you update my case?

Thanks

Symantec Support has been absolutely EPIC FAIL on helping me with this.  After an hour on the phone being transfered from person to person with everyone telling me, I don't handle this I finally gave up.  We have SAV 10.2 here and I need Norton 11.0.3 ASAP so we can install it on our new Snow Leopard build.  Is there anyone at Symantec that can help me out?

Thanks,
Jeff

Just found this thread.  I have been asking the same questions and have been told by 2 different Symantec employees that I should buy NAV 11.x or that they can't help me because I didnt but the software, which is pretty ridiculous.  My school doesnt allow us to choose our own antivirus.  It is still not compatible and also our school will NOT do workarounds.  I'm not quite sure what version of software I have but when looking it says 10.1.2 (maybe NAV)  Is there going to be an update for this or am I pretty much out of luck?  Again I cannot get onto our hospital network without antivirus provided to us by the school.

I'll be updating the following post with future updates, rather than the 4-5 separate posts already in existence.

https://www-secure.symantec.com/connect/forums/sav-macintosh-snow-leopard-compatibility-update

rayray92869, I urge you to contact your support staff and ask them to open a case with enterprise support regarding the temporary solution we have for SAV 10.2 users for Snow Leopard compatibility.  You can't be the only one in need of this solution.

Local support phone numbers: http://www.symantec.com/business/support/contact_techsupp_static.jsp

...Or they can open a case via MySupport.

sandra

im trying to uninstall norton antivirus but it cant find anything to uninstall....
this,

Removing Symantec programs for Macintosh by using the RemoveSymantecMacFiles removal utility

 
Does it delete my personal files?? like my documents, music, movies, pictures, etc... norton is not leting me doo anything i need it to disapear!!!

It will only delete personal files if you put personal files within Norton or Symantec folders:

Warning: RemoveSymantecMacFiles removes all folders created by Norton installers and all files within those folders.

You will lose all files that reside in those folders, including any that you have created.

In all of the cases I have assisted in using this tool, I have never seen it delete anything except what it was supposed to.  Good luck!

sandra

SANDRA.G

Thanks for the updates from those of us who don't think you are personally responsible for the current software compatibility issue.

Keep them coming 

Just had to comment on one of the longest posts in this forum that I've seen, nothing more. I have nothing to add other than, THIS IS WHY I ABANDONED MAC YEARS AGO!!!! If you are using a Mac, expect a barebones list of compatible software available to you.

Besides, I thought Mac's don't get viruses, eh?

People, I heard the SEP RU6 will be compatible with MAC and is already in the beta version.. any one tried?

Cheers,
Visu.