Known Issues with Symantec AntiVirus for Windows

• User's attempt to manually run LiveUpdate fails
• Symantec AntiVirus has quarantined one of user's e-mail mailboxes

User's attempt to manually run LiveUpdate fails

When the user updates Symantec AntiVirus with LiveUpdate 1.6 or 1.7, the update fails and user sees the error message "LiveUpdate could not retrieve the catalog file for available Symantec product updates." Or the user sees the error message "Cannot connect to LiveUpdate Server."

Solution:

Note: Before using these solutions, please contact your local technical support representative.

1. On the computer presenting this error message, look in the C:\Program Files\Symantec\LiveUpdate folder for the S32luhl1.dll file. If the file exists, then delete it.
2. Delete the Settings.LiveUpdate file. The location of the Settings.LiveUpdate file varies according to the operating system:
   • For Windows 2000 and XP: C:\Documents and Settings\All Users\Application Data\Symantec\LiveUpdate
   • For Windows 95/98: C:\Windows\All Users\Application Data\Symantec\LiveUpdate
   • For Windows NT 4: C:\WinNT\\Profiles\All Users\Application Data\Symantec\LiveUpdate

Note: You must delete the S32luhl1.dll file before deleting the Settings.LiveUpdate file.

If you have additional questions, please contact your local technical support representative.

Symantec AntiVirus has quarantined one of user's e-mail mailboxes

Symantec AntiVirus detects an infected e-mail within a mailbox (e.g. Inbox), and the options are set to have infected files quarantined. The user now finds that their entire mailbox is no longer accessible or is corrupted, along with the infected file.

Note: The instructions provided only cover the latest version of that particular client we support. Instructions for previous versions may be similar, but not exact.

Workaround:

Note: Before using these solutions, please contact your local technical support representative.

If you have a recent backup of the entire e-mail application's data directory and recent e-mails which are on the central e-mail servers and not in the backup:

1. Quit the e-mail application (Eudora or Microsoft Outlook/Outlook Express).
2. Move your current e-mail application's data directory to a different location on the hard drive.
3. Restore your backed up copy of the e-mail application's data directory to its original location.
4. Double-click on the Symantec AntiVirus icon, which appears as a golden shield in the lower right hand corner of the screen.
5. Click on Configure and then click on File System AutoProtect. Note: In older versions of Symantec AntiVirus, this is titled File System Real-Time Protection.
6. In the Options area, ensure the Exclude selected files and folders checkbox is selected. Then click on Exclusions.
7. In the Set Exclusions area, click on Check file for exclusion before scanning. Then click on Extensions.
8. In the text input area, type MBX (for Eudora users) or PST (for Microsoft Outlook/Outlook Express users) and click Add. Then click OK.
9. Click OK again to return to the File System AutoProtect window.
10. Launch the e-mail application. If prompted to rebuild table of contents, select No. Selecting any other option may cause a loss of e-mail.

If you do not have a recent backup of the entire e-mail application's data directory and recent e-mails which are on the central e-mail servers and not in the backup:

1. Quit the e-mail application (Eudora or Microsoft Outlook/Outlook Express).
2. Backup the entire e-mail application's data directory to either a different location on the hard drive or to a remote source.
3. Double-click on the Symantec AntiVirus icon, which appears as a golden shield in the lower right hand corner of the screen.
4. on Configure and then click on File System AutoProtect. Note: In older versions of Symantec AntiVirus, this is titled File System Real-Time Protection.
5. In the Options area, ensure the Exclude selected files and folders checkbox is selected. Then click on Exclusions.
6. In the Set Exclusions area, click on Check file for exclusion before scanning. Then click on Extensions.
7. In the text input area, type MBX (for Eudora users) or PST (for Microsoft Outlook/Outlook Express users) and click Add. Then click OK.
8. Click OK again to return to the File System AutoProtect window.
9. Quit the Symantec AntiVirus application and restart your computer.
10. Re-launch the Symantec AntiVirus application as described in Step 3.
11. Click on View and then click on Quarantine.
12. Locate the quarantined mailbox file(s), which should have a .MBX extension for Eudora users or a .PST extension for Microsoft Outlook/Outlook Express users.
13. Right click on the mailbox file(s) and select Restore.
14. Create a backup copy of the newly restore mailbox file(s).
15. Launch the e-mail application. If prompted to rebuild table of contents, select No. Selecting any other option may cause a loss of e-mail.
16. If possible, remove the virus-infected e-mail message. Note: At this time, we do not have a description of what this message will look like, as the virus will not be visible and may be embedded in a signature.

User downloads and runs Symantec for Windows Vista and receives this error message: "This version of Symantec Anti Virus does not support Windows Vista platforms.

Solution:
Navigate to the C:\Program Files\NU_SAV folder on your hard drive. Then launch the Symantec AntiVirus.msi file from this directory instead of rerunning the download.

If you have additional questions, please contact your local technical support representative.