Error: "LiveUpdate could not get the list of updates. LiveUpdate could not retrieve the catalog file..." when running LiveUpdate
Situation:
After you start LiveUpdate, you see the message "LiveUpdate could not get the list of updates. LiveUpdate could not retrieve the catalog of available Symantec product updates. Please check that your connection to the Internet is functioning correctly and retry LiveUpdate. Note for AOL, CompuServ, and Prodigy users: Please establish a connection to the Internet before running LiveUpdate. Finish Help."
Solution:
There is more than one cause of this problem. The most common causes are:
You must establish an Internet connection before running LiveUpdate.
You have an outdated versions of LiveUpdate and must install the current version.
The Settings.LiveUpdate file is corrupted and must be deleted.
Your Microsoft Internet Explorer settings are not set correctly for LiveUpdate.
Your firewall or ad blocking software is not allowing LiveUpdate to connect.
LiveUpdate is attempting to connect to a non-Symantec server.
You are using AOL and have Parental Controls enabled.
Details for the causes are in the sections that follow.
You must establish an Internet connection before running LiveUpdate.
For LiveUpdate to work properly when using an Internet Service Provider, you must have a connection established with the Internet before running LiveUpdate. To test this, start your Web browser and connect to any Web site, for example,
http://www.symantec.com.
NOTE: If you are running AOL, read the document, How to use LiveUpdate with America Online.
How to install the current version of LiveUpdate.
To make sure that you have the latest version of LiveUpdate installed, read the document, What is the current version of LiveUpdate and how do you obtain it?
How to delete a corrupted Settings.LiveUpdate file
Sometimes the Settings.LiveUpdate files can become corrupted, resulting in this error. Make sure that Windows is set to show all files and file extensions, Search for the file and then, follow these steps:
CAUTION: The Settings.LiveUpdate file is contained in the \Symantec\LiveUpdate folder. This folder contains settings and configuration files for LiveUpdate and one or more subfolders. If you search for this file as directed, you will find only this file (and several older copies such a 1.Settings.LiveUpdate, which can also be deleted.) If you use an alternate method to locate this file, make sure that you delete only Settings.LiveUpdate. Do not delete the entire \Symantec\LiveUpdate folder or the Product.Catalog.LiveUpdate file. If you do this, you must reinstall all Symantec products in order for LiveUpdate to work properly.
1. Start Windows Explorer.
2. Click the View menu (Windows 95/98/NT) or the Tools menu (Windows Me/2000), 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:
Windows 95/NT. Click "Show all files."
Windows 98. In the Advanced settings box, under the "Hidden files" folder, click Show all files.
Windows Me/2000/XP. Uncheck "Hide protected operating system files" and under the "Hidden files" folder, click "Show hidden files and folders."
6. Click Apply, and then click OK.
7. Close Windows Explorer.
8. Follow the steps for your operating system to delete the Settings.LiveUpdate files:
Windows 95/98/Me/NT/2000
1. Click Start, point to Find or Search, and click Files or Folders.
2. Make sure that "Look in" is set to (C) and check Include subfolders.
3. In the "Named" or "Search for..." box, type--or copy and paste--the following:
Settings.LiveUpdate
4. Click Find Now or Search Now.
5. Delete the files that are displayed.
6. Close the Find or Search window.
Windows XP
1. Click Start.
2. Click Search.
3. Make sure that "Look in" is set to "All drives" or to (C).
4. Make sure that "Search subfolders" is checked. (You may have to click the "Advanced Options" arrow to display this.)
5. Click All files and folders.
6. In the "All or part of the file name box" type--or copy and paste--the following:
Settings.LiveUpdate
7. Click Search.
8. Delete the files that are displayed.
9. Close the Search window.
9. Start your Symantec program and run LiveUpdate again. This will regenerate the file that you just deleted.
How to make sure that your Internet Explorer settings are set correctly for LiveUpdate:
By default LiveUpdate uses your Microsoft Internet Explorer settings for your Internet Service Provider (ISP) and Proxy settings. Please read the instructions in the document How to configure LiveUpdate for your Internet connection to make sure LiveUpdate is configured correctly.
Your firewall or ad blocking software is not allowing LiveUpdate to connect
If you are using a firewall program(for example, Black Ice Defender, Zone Alarm, Sygate, McAfee Firewall) or an ad blocking program (for example, PopUp Killer, AdSubtract, ZeroClick, or Guidescope), it may be preventing LiveUpdate from connecting properly. You need to make sure that the firewall or ad blocking software is configured to allow LiveUpdate to connect. Read you firewall or add blocking software documentation for instructions.
For the proper settings that are needed for LiveUpdate to connect, refer to the document, Settings needed to configure your firewall for LiveUpdate.
LiveUpdate is attempting to connect to a non-Symantec server
When you run LiveUpdate, by default, LiveUpdate attempts to connect to the following URLs:
http://liveupdate.symantecliveupdate.com
http://liveupdate.symantec.com
ftp://update.symantec.com/opt/content/onramp
Note that each of the these URL's includes a reference to Symantec.
Some businesses redirect LiveUpdate to an internal server. If you see a URL that does not include a reference to Symantec, LiveUpdate has been redirected to a non-Symantec server and this server is no longer available. If your company requires that you connect to the non-Symantec server, please see your Network Administrator for further assistance.
Additional information is available in the document How to reset LiveUpdate to use the default Symantec LiveUpdate server.
You are using AOL and have Parental Controls enabled
If you are using AOL and have Parental Controls enabled, this can prevent you from running LiveUpdate. Please disable or modify the Parental Controls to allow LiveUpdate to run. For information on how to do this, read the AOL documentation or contact AOL technical support.
NOTE: If you are using AOL and cannot browse the Internet at all, or you see the message "This page cannot be displayed when you do, read the Microsoft Knowledge Base article Cannot Browse the Internet Using Internet Explorer While Connected to AOL (Q238550).
