Symantec Anti-Virus Troubleshooting

ResNet does not offically support Symantec Anti-Virus, these tips are included for your benenfit. For information visit our Support Policy.

If you are looking for the free download, Please read the general information in the connection guide about anti-virus software.

Multiple Anti-Virus Programs

We strongly recommend against running more than one anti-virus program as long as the one you are using is kept updated daily. If you are having trouble, the first step is to uninstall any non-Symantec AV software (and if need be uninstall traces of Symantec AV, too) on your computer. For example, on a Windows PC, go to Start-->Settings-->Control Panel, and click on Add or Remove Programs. Users should also remove any other traces of Symantec such as LiveReg and LiveUpdate.

Running a Virus Scan with Symantec AV

Simply open the Symantec Anti-Virus Client. In the sidebar on the left under scan, Click Scan Computer. Then in the right pane, Put Check Marks next to all the places to scan (all hard drives).

Update Symantec AV

Symantec AV should be updated daily. You can update by clicking the LiveUpdate in the right panel of the Symantec Anti-Virus Client. You can also set Symantec AV to update automatically by clicking File-->Schedule Updates. Then Click the Schedule button. Check the circle next to daily and pick a time when your computer is likely to be on. Then click OK.

Symantec Anti-Virus Incompatible with SMTP Authentication service

Some versions of Symantec AntiVirus (NAV) are incompatible with the WiscMail SMTP Authentication service (this service verifies your NetID and password before allowing your desktop email client to send messages). To resolve these problems, disable scanning of outgoing e-mails in NAV. This does not increase the chances of sending a virus by e-mail because the WiscMail SMTP servers scan for viruses and will remove any that are found. Please check this DoIT Helpdesk page for the entire article regarding this issue.

Symantec AV Update Problems

When Symantec AV gives you a big red exclamation point or an error when trying to update your definitions it could be the result of a few problems. First of all, make sure your internet connection is working. If your internet connection is not working, you will not be able to update Symantec using LiveUpdate. Try our Troubleshooting Page to get your internet connection working again. Then try to update again. If your internet connection is working overall and you are not able to update. You can get them Manually from Symantec.

Manual Update

Go to Symantec and Click on Download Updates after selecting your operating system. You will select the .exe file for the Symantec AV Corporate Edition, most often the very first link on the page. If you are unable to get to Symantec.com and your internet connection is working, try the Hosts file fix.

Hosts File Fix

Some viruses and spyware make changes to a file on your computer that "blocks" you from visiting certain sites. This is often the reason you can't visit Symantec.com or update Symantec.

Caution: This tip requires you to delete a file. If you are not comfortable with that, you can try searching the web for information on editing your Hosts File.

When Windows recognizes the Hosts file is missing, it automatically makes another one on a restart, So there is no harm in deleting it. Simply Right Click on the Start Button and Click Explore. Then type C:\WINDOWS\system32\drivers\etc in the address bar. Find the file named hosts, and delete it. Then restart and you should be able to update your software. You should also run a virus scan and a scan with Ad-Aware to remove whatever program changed that file.

If you are still having trouble, check out the Opening Up a Support Case.