Scan Engine 5.2: LiveUpdate not downloading updates on a non English version of Microsoft Windows

Products

• Scan Engine
• Protection Engine for NAS

Issue/Introduction

You are using Scan Engine 5.2.x and Java LiveUpdate on a non-English Microsoft Windows version, and notice the following behaviour:

- The virus definitions are not being downloaded.

- Following LiveUpdate status might be displayed:

OR

Resolution

Symantec is aware of the issue and currently working to resolve it.

Please note that a workaround is available and can be used to restore the correct LiveUpdate functionality, by following the steps below:

 

1. Click "Start" then "Run" and enter the following text: %PROGRAMFILES%
2. You are now in the system's default Program Files folder (named according to your Windows language)
3. Enter the folder equivalent to "Common Files". E.g. "File Comuni" on a Italian OS, or "Fichiers communs" on a French OS.
4. You will see a "Symantec Shared" folder. Right-click on it and select "Copy"
5. Browse back to %PROGRAMFILES%
6. Manually create a new folder called Common Files and enter it
7. Paste the clipboard contents (copied at Step 4) in here
8. LiveUpdate should now be able to download updates properly

Examples of how the "new" folder layout would look like on commonly used localised OS:

French = C:\Programmes\Common Files\Symantec Shared\Java LiveUpdate

Italian = C:\Programmi\Common Files\Symantec Shared\Java LiveUpdate

German = C:\Programme\Common Files\Symantec Shared\Java LiveUpdate

Spanish = C:\Archivos de Programa\Common Files\Symantec Shared\Java LiveUpdate