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LiveUpdate incorrectly displays "All Symantec products and components installed on your computer are currently up to date"

Question/Issue:
When you run LiveUpdate for Symantec AntiVirus, LiveUpdate displays the message "All Symantec products and components installed on your computer are currently up to date. Remember to check for new updates frequently." However, you are certain that more recent virus definitions are available from LiveUpdate.


Solution:
If you are using the LiveUpdate Administration Utility to update your definitions, read Error: "All Symantec Products...are currently up to date" and cannot download a Symantec product from an internal LiveUpdate server.

Make sure that newer virus definitions are truly available from LiveUpdate. Intelligent Updater definitions are updated daily. LiveUpdate Certified definitions are released on a daily basis at approximately 14:00 Pacific Time. To verify the date of the current posted virus definitions, go to the Symantec virus definitions download page.

If the two scenarios above don't address your problem, see the bulleted list of possible solutions below. These solutions are listed in order of increasing complexity and depth. Follow the list in order and be sure to run LiveUpdate between each step to see if the problem is resolved.

Verify that the Symantec AntiVirus service is started
New virus definitions that have been downloaded cannot be processed if the Symantec AntiVirus service is not started.

Delete the contents of the Downloads folder
The Symantec\LiveUpdate folder contains settings and configuration files for LiveUpdate and one or more subfolders. One of these folders is Downloads. In some cases, the files or subfolders in the Downloads folder may be damaged.

WARNING: In the following procedure, do not delete the entire \Symantec\LiveUpdate folder.


To delete the contents of the Downloads folder
  1. Start Windows Explorer.
  2. Click the View menu (Windows 95/98/NT) or the Tools menu (Windows Me/2000/XP/2003), and then click Options or Folder options.
  3. Click the View tab.
  4. Uncheck "Hide file extensions for known file types."
  5. Do one of the following:
    • In Windows Me/2000/XP/2003, uncheck "Hide protected operating system files." Under the "Hidden files" folder, click "Show hidden files and folders."
    • In Windows 98, in the Advanced settings box, under the "Hidden files" folder, click Show all files.
    • In Windows 95/NT, click "Show all files."
  6. Click Apply, and then click OK.
  7. Browse to the Download folder.
    The location varies depending on the version of Windows:
    • In Windows 2000/XP/2003, the location is C:\Documents And Settings\All Users\Application Data\Symantec\LiveUpdate\Downloads.
    • In Windows NT, the location is C:\Winnt\Profiles\All Users\Application Data\Symantec\LiveUpdate\Downloads.
    • In Windows 98/Me, the location is C:\Windows\All Users\Application Data\Symantec\LiveUpdate\Downloads.
      If Windows 98 was updated from Windows 95, the default location is C:\Windows\Application Data\Symantec\LiveUpdate\Downloads.
  8. Delete any files or folders that are contained in the Downloads folder.
    In most cases, these will be Autoupdt.trg and Livetri.zip and maybe one or more folders. Delete them all.

    WARNING: Delete only the contents of the Downloads folder. Do not delete the entire \Symantec\LiveUpdate folder.

After emptying the Downloads folder, try LiveUpdate again. If definitions still are not updated, then continue to the next section.

Delete the Settings.LiveUpdate file
  1. Browse to the LiveUpdate folder. The location varies according to the operating system:
    • In Windows 2000/XP/2003, the location is C:\Documents And Settings\All Users\Application Data\Symantec\LiveUpdate.
    • In Windows NT, the location is C:\Winnt\Profiles\All Users\Application Data\Symantec\LiveUpdate.
    • In Windows 98/Me, the location is C:\Windows\All Users\Application Data\Symantec\LiveUpdate.
      If Windows 98 was updated from Windows 95, the default location is C:\Windows\Application Data\Symantec\LiveUpdate.
  2. In the LiveUpdate folder, delete the Settings.LiveUpdate file.

After deleting the Settings.LiveUpdate file, try LiveUpdate again. If definitions still are not updated, continue to the next section.

Check the virus definitions for corruption
See the document: How to determine if Virus Definitions used by Symantec AntiVirus Corporate Edition are corrupted.

Check the sequence number in Product.Catalog.LiveUpdate

Note: Follow the steps in the following section only if you are using a version of LiveUpdate earlier than 2.0. In LiveUpdate versions 2.0 and later the file is called Product.Inventory.LiveUpdate and can not be viewed properly in a text editor. For assistance with determining your version of LiveUpdate please read the document How to determine your version of LiveUpdate.

How to check the sequence number in Product.Catalog.LiveUpdate

Locate the Product.Catalog.LiveUpdate file. It is located in the \Symantec\LiveUpdate folder. The location varies according to the operating system:
In the Product.Catalog.LiveUpdate file, look for a section similar to the following:
(Product0 will vary. For example, it may be Product1 or Product2)

[Product0]
LANGUAGE=English
PRODUCT=Symantec AntiVirus Corporate Server
PRODUCTNAME=Symantec AntiVirus Corporate Server
SEQ.VIRUSDEF=2003022503
VERSION=8.0

Delete the numbers after seq.virusdefs so that it looks like this:

[Product0]
LANGUAGE=English
PRODUCT=Symantec AntiVirus Corporate Server
PRODUCTNAME=Symantec AntiVirus Corporate Server
SEQ.VIRUSDEF=
VERSION=8.0

After deleting the file sequence number in the Product.Catalog.Liveupdate file, try LiveUpdate again.

If all of the above steps have failed, manually uninstall and reinstall LiveUpdate.

To uninstall and reinstall LiveUpdate
1. Make a backup copy of Product.Catalog.Liveupdate.
2. Uninstall Liveupdate through the Add/Remove Programs applet in Windows.
3. Search the drive for the text liveupdate
It should return two folders. One will be in (by default) C:\Program Files\Symantec\ and the other one will be in one of the following locations: 4. Delete these two folders and reinstall LiveUpdate, following the instructions in How to download the newest version of LiveUpdate.
5. After LiveUpdate is successfully installed, restore Product.Catalog.Liveupdate into the \Symantec\Liveupdate folder, overwriting any files that are present.

If LiveUpdate still will not function, manually uninstall and reinstall LiveUpdate without first backing up the Product.Catalog.Liveupdate file by repeating steps 2 through 4 above. Reinstalling LiveUpdate in this manner will cause other Symantec products, such as pcAnywhere, to lose LiveUpdate functionality. Refer to the document LiveUpdate does not display a complete list of products after updating LiveUpdate for more information.

Collect the LiveUpdate log and contact Symantec Technical Support

If, after following this document, LiveUpdate still does not work, you should prepare a copy of Log.LiveUpdate and contact Symantec Technical Support. Log.LiveUpdate will be located in one of the following locations:


 

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Document ID: 2003022805200148
Last Modified: 11/27/2007
Date Created: 02/28/2003
Operating System(s): Windows 2000, Windows XP Home, Windows XP Professional Edition, Windows XP Tablet PC, Windows XP 64-Bit Edition 2003, Windows Server 2003 32-bit Edition, Windows Server 2003 64-bit Edition, Windows XP Media Center Edition 2005, Windows 98, Windows Me, Windows NT 4.0 SP6a
Product(s): Symantec AntiVirus Corporate Edition 10.0, Symantec AntiVirus Corporate Edition 8.0, Symantec AntiVirus Corporate Edition 9.0, Symantec Client Security 3.0, Symantec AntiVirus 10.1, Symantec Client Security 3.1
Release(s): SAV 10.0 [All Releases], SAV 8.0 [All Releases], SAV 9.0 [All Releases], Symantec Client Security 3.x [All versions], Symantec AntiVirus 10.1, Symantec Client Security 3.1


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