Re: [Symantec NIS] They did it again: Support issues

From: Phil Pucci (pdpucci@execpc.com)
Date: 06/27/02 

From: "Phil Pucci" <pdpucci@execpc.com>
Date: Thu, 27 Jun 2002 09:10:24 -0500

> have you tried completely un-installing nis and liveupdate, then
> re-installing from original media and then using lu?

It was a problem on Symantec's server. If you wish to read one
of the many threads regarding either the ...

      Norton Internet Security URL list as of 06/07/02

or

      Error 6005: LiveUpdate did not complete

as found on Symantec's tech support forum for NIS, follow this link:

http://servicenews.symantec.com/cgi-bin/displayArticle.cgi?group=symantec.su
pport.generic.liveupdate.general&article=373801

My posting here was a version of a follow-up (reply) I made to
someone who named himself "Michael, a user who wants answers"
... and needs help spelling Symantec <grin>.

As you can see, Symantec Tech Support for NIS is more
culpable for the greater impact of this problem because
they missed an opportunity to identify the problem a day
earlier and led countless other customers to waste more
time by giving them poor advice.

My posting on the Symantec forum, in full, is shown below:

Re: Norton Internet Security URL list as of 06/07/02
Re: 6005: LiveUpdate did not complete

I had the exact same problem here with NIS 2001
on a Win2000 Pro PC via modem.

Six attempts for a combined download of approximately
60MB have failed with the same error when attempting to
LiveUpdate with NIS 2001 for the:

Update to the Norton Internet Security URL list as of 06/07/02

I was, however, not surprised to see dozens of posts
to the Symantec support site responded to by supposed
Symantec product specialists with less knowledge than
that possessed by those customers plagued with the
problem.

I particularly like to see how few of the Symantec
technical support people actually read (or can read?)
the postings when you read their responses. Following
their advice was a waste of time. Yes, Symantec, we
read the FAQ after searching your pathetic knowledgebase
for the error message BEFORE we posted and we explained
that its suggestion does not work. Or, as was shown in
many other cases, Symantec's suggestion was impossible
(to wit, the many recommendations to perform a manual
update of virus definitions when the failures were with
NIS's URL updates).

Is anyone else disappointed by how poorly a supposed
"enterprise" software publisher can be so helpless in the
manner in which its own "enterprise" is so ill suited to
supporting its customers? It is particularly troubling
when so many trust their computer security to this same
publisher. Are we alone in our expectation that a firm
the size of Symantec lacks the talent or initiative to
automatically sense such a problem when so many LiveUpdate
connections from all over the world are failing at the
same time with the same error? Are we alone in our
expectation that a firm the size of Symantec lacks the
talent or initiative to automatically sense such a
problem exists when so many of its customers are reporting
the exact same symptoms on the same exact product on
Symantec's own technical support forii? Are we alone
in our expectation that a firm the size of Symantec
lacks the talent or initiative to expect their own
support representations would sense a systemic problem
when so many of the reported "issues" indicate (to even
its own customers) a pattern?

I have had problems like this in the past where HUGE
LiveUpdate download files (NIS URL updates) have
repeatedly failed. It has made me scream for an option
to download the cursed file(s) directly as one can do with
Norton AntiVirus updates. Alas, Symantec does not
(AFAIK) allow manual NIS updates. If it did so, at least
it would spare us me the extremely poor use of our valuable
(wasted) time, frustration, and bandwidth.

Any tips on how we can do this? Please help!!

Thanks in advance,

pdp

Relevant Pages

  • Re: [Symantec NIS] They did it again: Support issues
    ... as found on Symantec's tech support forum for NIS, ... Symantec Tech Support for NIS is more ... Re: 6005: LiveUpdate did not complete ...
    (comp.security.misc)
  • Re: [Symantec NIS] They did it again: Support issues
    ... as found on Symantec's tech support forum for NIS, ... Symantec Tech Support for NIS is more ... Re: 6005: LiveUpdate did not complete ...
    (comp.security.firewalls)
  • Re: [Symantec NIS] They did it again: Support issues
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    (comp.security.firewalls)
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