Endpoint Protection

Hi

I am using a corporate SEP suite on my MAC OSX 10.9.2. When i try to update the virus definitions, i get following error "The product registry folder could not be found.  Try re-installing your Symantec products."

Any help on this is really appretiated.

Regards

THH

Does it work if you try running it after a restart? sometimes it works after few clicks 

can you post the log?

/Library/Application Support/Symantec/LiveUpdate/liveupdt.log

 

I upgraded my MAC on 20th March. after that I cannot update the definitions

I could not find the file at following location

/Library/Application Support/Symantec/LiveUpdate/liveupdt.log

IInstead i saw a log file at /Library/Application Support/Norton solution support/LiveUpdate/liveupdt.log

Here is the log after 19th March

Mar 19, 2014 8:01:06 PM Extracting liveupdt.tri
Mar 19, 2014 8:01:06 PM Total number of bytes read is 390
Mar 19, 2014 8:01:06 PM Extracting liveupdt.grd
Mar 19, 2014 8:01:06 PM Total number of bytes read is 318
Mar 19, 2014 8:01:06 PM Extracting liveupdt.sig
Mar 19, 2014 8:01:06 PM Total number of bytes read is 2,609
Mar 19, 2014 8:01:06 PM Unzipping completed
Mar 19, 2014 8:01:06 PM Loading guard file:  /private/tmp/liveupdate/1395239462545/symantec$20endpoint$20protection$20for$20mac$20virus$20defs$20v12.1_microdefsb.curdefs_symalllanguages_livetri.zip1395239466419/liveupdt.grd
Mar 19, 2014 8:01:06 PM The zip entry is liveupdt.tri
Mar 19, 2014 8:01:06 PM The zip entry is liveupdt.grd
Mar 19, 2014 8:01:06 PM The zip entry is liveupdt.sig
Mar 19, 2014 8:01:06 PM Unzipping symantec$20endpoint$20protection$20for$20mac$20virus$20defs$20v12.1_microdefsb.feb_symalllanguages_livetri.zip into /private/tmp/liveupdate/1395239462545/symantec$20endpoint$20protection$20for$20mac$20virus$20defs$20v12.1_microdefsb.feb_symalllanguages_livetri.zip1395239466452 ...
Mar 19, 2014 8:01:06 PM The zip file downloaded is a catalog file
Mar 19, 2014 8:01:06 PM Extracting liveupdt.tri
Mar 19, 2014 8:01:06 PM Total number of bytes read is 385
Mar 19, 2014 8:01:06 PM Extracting liveupdt.grd
Mar 19, 2014 8:01:06 PM Total number of bytes read is 318
Mar 19, 2014 8:01:06 PM Extracting liveupdt.sig
Mar 19, 2014 8:01:06 PM Total number of bytes read is 2,609
Mar 19, 2014 8:01:06 PM Unzipping completed
Mar 19, 2014 8:01:06 PM Loading guard file:  /private/tmp/liveupdate/1395239462545/symantec$20endpoint$20protection$20for$20mac$20virus$20defs$20v12.1_microdefsb.feb_symalllanguages_livetri.zip1395239466452/liveupdt.grd
Mar 19, 2014 8:01:06 PM
Mar 19, 2014 8:01:06 PM The Java LiveUpdate session has completed successfully.
Mar 19, 2014 8:01:06 PM Return code = 0
Mar 19, 2014 8:01:06 PM
============================================================
<IdsJluCommandLine><-c /2FLibrary/2FApplication Support/2FSymantec/2FLiveUpdate/2Fliveupdate.conf --abort-on-file-exists /2Fprivate/2Ftmp/2Fliveupdate.0.qtSj1z --available-list /2Fprivate/2Ftmp/2Fliveupdate.1.Km1B7T [ -p Symantec Endpoint Protection for Mac Virus Defs V12.1 -v MicroDefsB.Full -l SymAllLanguages -z 0 -t IntelVirusDef ] [ -p Symantec Endpoint Protection for Mac Virus Defs V12.1 -v MicroDefsB.Feb -l SymAllLanguages -z 2014021706 -t IntelVirusDef ] [ -p Symantec Endpoint Protection for Mac Virus Defs V12.1 -v MicroDefsB.CurDefs -l SymAllLanguages -z 2014031801 -t IntelVirusDef ] >
<IdsJluCommandLineCharacterSet><UTF-8>
<IdsPVLListing1>
<IdsPVLListing2>
<IdsJluCommandLineAddedJluToSession>
<IdsJavaVersion><1.6.0_65>
<IdsJavaLiveUpdateVersion><3.6><20>
<IdsProductInventoryParsedDefault></2Fetc/2FProduct.Catalog.JavaLiveUpdate>
<IdsPVLListing3>
<IdsPVLListing2>
<IdsMaxSizeNull><maxZipFileSize>
<IdsMaxSizeChanged><maxZipFileSize><614400>
<IdsMaxSizeNull><maxTriFileSize>
<IdsMaxSizeChanged><maxTriFileSize><10485760>
<IdsMaxSizeNull><maxPackageSize>
<IdsMaxSizeChanged><maxPackageSize><734003200>
<IdsMaxSizeNull><maxPackageContentSize>
<IdsMaxSizeChanged><maxPackageContentSize><734003200>
<IdsCacheMode>
<IdsJluSyncCheckCurrentSession>
<IdsJluSyncCheckPort><50320>
<IdsJluSyncCheckActive>
<IdsJluSyncCurrentSessionActive>
<IdsDownloadMsg><minitri.flg></2Fprivate/2Ftmp/2Fliveupdate/2F1395239462545/2Fminitri.flg>
<IdsHttpConnectionMsg2><liveupdate.symantecliveupdate.com><80><HTTP>
<IdsHttpConnectedMsg><63.80.4.178>
<IdsHttpWaitingMsg>
<IdsContentType><minitri.flg><text/2Fplain>
<IdsHttpReceivingFileMsg>
<IdsTransferCompleteMsg><1105><295>
<IdsDownloadMsg><jlu$20macintosh_3.6_english_livetri.zip></2Fprivate/2Ftmp/2Fliveupdate/2F1395239462545/2Fjlu$20macintosh_3.6_english_livetri.zip>
<IdsHttpConnectionMsg><63.80.4.178><HTTP>
<IdsHttpConnectedMsg><63.80.4.178>
<IdsHttpWaitingMsg>
<IdsDownloadMsg><symantec$20endpoint$20protection$20for$20mac$20virus$20defs$20v12.1_microdefsb.full_symalllanguages_livetri.zip></2Fprivate/2Ftmp/2Fliveupdate/2F1395239462545/2Fsymantec$20endpoint$20protection$20for$20mac$20virus$20defs$20v12.1_microdefsb.full_symalllanguages_livetri.zip>
<IdsHttpConnectionMsg><63.80.4.178><HTTP>
<IdsHttpConnectedMsg><63.80.4.178>
<IdsHttpWaitingMsg>
<IdsHttpReceivingFileMsg>
<IdsTransferCompleteMsg><609><5134>
<IdsDownloadMsg><symantec$20endpoint$20protection$20for$20mac$20virus$20defs$20v12.1_microdefsb.curdefs_symalllanguages_livetri.zip></2Fprivate/2Ftmp/2Fliveupdate/2F1395239462545/2Fsymantec$20endpoint$20protection$20for$20mac$20virus$20defs$20v12.1_microdefsb.curdefs_symalllanguages_livetri.zip>
<IdsHttpConnectionMsg><63.80.4.178><HTTP>
<IdsHttpConnectedMsg><63.80.4.178>
<IdsHttpWaitingMsg>
<IdsHttpReceivingFileMsg>
<IdsTransferCompleteMsg><633><4935>
<IdsDownloadMsg><symantec$20endpoint$20protection$20for$20mac$20virus$20defs$20v12.1_microdefsb.feb_symalllanguages_livetri.zip></2Fprivate/2Ftmp/2Fliveupdate/2F1395239462545/2Fsymantec$20endpoint$20protection$20for$20mac$20virus$20defs$20v12.1_microdefsb.feb_symalllanguages_livetri.zip>
<IdsHttpConnectionMsg><63.80.4.178><HTTP>
<IdsHttpConnectedMsg><63.80.4.178>
<IdsHttpWaitingMsg>
<IdsHttpReceivingFileMsg>
<IdsTransferCompleteMsg><639><4887>
<IdsZipEntryName><liveupdt.tri>
<IdsZipEntryName><liveupdt.grd>
<IdsZipEntryName><liveupdt.sig>
<IdsUnzipMsg><symantec$20endpoint$20protection$20for$20mac$20virus$20defs$20v12.1_microdefsb.full_symalllanguages_livetri.zip></2Fprivate/2Ftmp/2Fliveupdate/2F1395239462545/2Fsymantec$20endpoint$20protection$20for$20mac$20virus$20defs$20v12.1_microdefsb.full_symalllanguages_livetri.zip1395239466226>
<IdsZipFileIsCatalog>
<IdsUnzipExtract><liveupdt.tri>
<IdsTotalNumBytesRead><391>
<IdsUnzipExtract><liveupdt.grd>
<IdsTotalNumBytesRead><318>
<IdsUnzipExtract><liveupdt.sig>
<IdsTotalNumBytesRead><2609>
<IdsUnzipComplete>
<IdsSecurityLoadingRootCert>
<IdsSecuritySetCertRestrictions>
<IdsSecurityGuardLoad></2Fprivate/2Ftmp/2Fliveupdate/2F1395239462545/2Fsymantec$20endpoint$20protection$20for$20mac$20virus$20defs$20v12.1_microdefsb.full_symalllanguages_livetri.zip1395239466226/2Fliveupdt.grd>
<IdsZipEntryName><liveupdt.tri>
<IdsZipEntryName><liveupdt.grd>
<IdsZipEntryName><liveupdt.sig>
<IdsUnzipMsg><symantec$20endpoint$20protection$20for$20mac$20virus$20defs$20v12.1_microdefsb.curdefs_symalllanguages_livetri.zip></2Fprivate/2Ftmp/2Fliveupdate/2F1395239462545/2Fsymantec$20endpoint$20protection$20for$20mac$20virus$20defs$20v12.1_microdefsb.curdefs_symalllanguages_livetri.zip1395239466419>
<IdsZipFileIsCatalog>
<IdsUnzipExtract><liveupdt.tri>
<IdsTotalNumBytesRead><390>
<IdsUnzipExtract><liveupdt.grd>
<IdsTotalNumBytesRead><318>
<IdsUnzipExtract><liveupdt.sig>
<IdsTotalNumBytesRead><2609>
<IdsUnzipComplete>
<IdsSecurityGuardLoad></2Fprivate/2Ftmp/2Fliveupdate/2F1395239462545/2Fsymantec$20endpoint$20protection$20for$20mac$20virus$20defs$20v12.1_microdefsb.curdefs_symalllanguages_livetri.zip1395239466419/2Fliveupdt.grd>
<IdsZipEntryName><liveupdt.tri>
<IdsZipEntryName><liveupdt.grd>
<IdsZipEntryName><liveupdt.sig>
<IdsUnzipMsg><symantec$20endpoint$20protection$20for$20mac$20virus$20defs$20v12.1_microdefsb.feb_symalllanguages_livetri.zip></2Fprivate/2Ftmp/2Fliveupdate/2F1395239462545/2Fsymantec$20endpoint$20protection$20for$20mac$20virus$20defs$20v12.1_microdefsb.feb_symalllanguages_livetri.zip1395239466452>
<IdsZipFileIsCatalog>
<IdsUnzipExtract><liveupdt.tri>
<IdsTotalNumBytesRead><385>
<IdsUnzipExtract><liveupdt.grd>
<IdsTotalNumBytesRead><318>
<IdsUnzipExtract><liveupdt.sig>
<IdsTotalNumBytesRead><2609>
<IdsUnzipComplete>
<IdsSecurityGuardLoad></2Fprivate/2Ftmp/2Fliveupdate/2F1395239462545/2Fsymantec$20endpoint$20protection$20for$20mac$20virus$20defs$20v12.1_microdefsb.feb_symalllanguages_livetri.zip1395239466452/2Fliveupdt.grd>
<IdsJavaSessionSuccess>
<IdsJavaSessionReturnCode><0>
============================================================
 

Check if help

https://community.norton.com/t5/Norton-for-Mac/LiveUpdate-quot-Updating-Error-quot/td-p/730682

I manually downloaded the Virus update zip file and installed. However i am still getting the same error. No usefu info is there in the liveupdt.log file. It only shows logs of last installed update.

Please see my post in the below thread:

https://www-secure.symantec.com/connect/forums/enterprise-sep-1214-stopped-working-after-osx-update

Essentially, I don't think 10.9.2 is supported yet, check to see if 12.1RU4MP1 supports it when it's released (soon).

#EDIT#

Out Today in fact according to:
http://www.symantec.com/business/support/index?page=releasedetails&key=54619

Please provide important missing information:

1) What is the version of SEP for Mac?

2) Did you upgrade to OS X 10.9.x  from older OS X with an older SEP Mac client still installed? (e.g. 12.1.2105)

12.1.4013 SEP Mac client is fully compatible with OS X 10.9.2; no other version is.

Fully remove the Mac client with the removal tool and install a fresh 12.1.4013; you will be good to go!

MJD

Please find the requested info.

1) What is the version of SEP for Mac?

[ANS] It is  SEP12.1.2015

2) Did you upgrade to OS X 10.9.x  from older OS X with an older SEP Mac client still installed? (e.g. 12.1.2105)

[ANS] Yes that is exactly what I did

3) 12.1.4013 SEP Mac client is fully compatible with OS X 10.9.2; no other version is.

[Q] Can i upgrade from 12.1.2015 to 12.1.4013 instead of removing and then doing fresh install?

Hi,

You can wait couple of days,symantec will released new SEPM 12.1.4 MP1

Latest Symantec Endpoint Protection Release - SEP 12 RU4 MP1 (12.1.4100.4126)

https://www-secure.symantec.com/connect/blogs/latest-symantec-endpoint-protection-release-sep-12-ru4-mp1-12141004126

SEP12.1RU4MP1 is now available from FilecConnect, and it does not include a newer SEP for Mac Client (which remains on v12.1RU4).

Obviously from my earlier post, I thought they might update it, but I guess not.

That said, SEP12.1RU4 does support any version of 10.9 (as confirmed in the below article), so you should at least be able to log a case with Symantec Support to get your issue investigated fully:

http://www.symantec.com/docs/TECH131045

Hey First Time...

What wasn't asked was "Is this a managed or self-managed client?

If it is managed, when the package is exported from the RU4 SEPM and copied to the Mac while still zipped, after unzipping, there will be a removal utility. Run it, reboot and install new 12.1.4013

Same applies to a downloaded self-managed Mac RU4 package. When unzipped, there will be a removal tool. Run it, reboot and install new 12.1.4013

IMHO, Apple made it too easy to upgrade to OS X 10.9. They did not build in any compatiblility checking to alert users to already installed but incompatible software.

If you were running OS X 10.8.5 with a 12.1.2015 Mac client installed and you upgraded to 12.1.4013 over the top of the older version, things would go fine. Then updating OS to 10.9 would also go fine.

MJD