Symantec not catching this virus

Posted on 2006-06-01
Last Modified: 2012-08-13
My wife says she has virus:

on her machine at home.

For some reason, Symantec is not catching and cleaning it.

We did a "Live Update" on it today, but we can't get the Internet Anti-Worm portion to work  (she says)

Error code from Symantec software is:   LU1845

Symantec sent instructions on how to deleet it, which my wife followed, but it did not work.
Question by:knowlton
    LVL 5

    Author Comment

    >Subject: RE:'Case=002-134-045'
    >Date: Sat, 20 May 2006 16:28:31 -0700
    >Hello Syndi,
    >Thank you for contacting Symantec Online Technical Support.
    >I gather from your message that you are encountering issues while
    >LiveUpdate and you need assistance in resolving the same in order to ensure
    >that you have the latest virus definitions and other updates which will
    >keep your PC protected from all the threats.
    >Syndi, I understand the difficulties that you are currently facing. I
    >like to inform you that this issue can happen due to some damaged
    >LiveUpdate files and we will have replace the same in order to resolve this
    >issue. Before following the instructions, please disable Symantec Resource
    >Symantec Resource Protection prevents modification or deletion of
    >files, processes, and registry keys by unauthorized applications.
    >Authorized applications have full access to Symantec files.
    >For assistance in disabling Symantec Resource Protection, refer to the
    >Symantec Knowledge Base document by clicking the link provided below:
    >Title: 'Turning on or turning off Symantec Resource Protection'
    >Document ID: 2005013116330213
    > > Web URL:
    >For instructions on how to repair LiveUpdate, please refer the article
    >the link provided below:
    >Title: 'How to replace damaged LiveUpdate files'
    >Document ID: 2004030908410213
    > > Web URL:
    >Following the above mentioned instructions has resolved this issue in
    >almost all reported cases. If you encounter any difficulties while
    >following the instructions or in case if you are unable to completely
    >follow the instructions, then please reply back to me with a brief
    >description on how long you have proceeded with the troubleshooting steps
    >and when exactly you encountered difficulty. I will be glad to assist you
    >further to ensure that your issue with LiveUpdate is resolved and your
    >computer is protected.
    >If the solution offered above has not resolved your issue, then in the
    >meantime while we continue troubleshooting the issue I personally recommend
    >that you use Intelligent Updater to ensure that your computer is having the
    >latest virus definitions and it is completely protected against any
    >possible threats. The Intelligent Updater is an alternative to LiveUpdate
    >to update your virus definitions. LiveUpdate downloads and then installs
    >the virus definitions for you. However, if you cannot use LiveUpdate, or if
    >you prefer to download and install the updates manually, then you can
    >download and use the Intelligent Updater to install the virus definitions.
    >We have a document in the Symantec Online Knowledge Base, which will
    >provide you with the necessary information on the subject. Please click on
    >the link below, which takes you to the document:
    >Title: ' How to update virus definition files using the Intelligent
    >Document ID: 1998082013035306
    > >Web URL:
    >Symantec Technical support want very much to assist you with finding
    >resolution that you need. We value your business and appreciate the
    >opportunity to provide service to you.
    >Ajee Antony
    >Symantec Authorized Technical Support

    LVL 32

    Accepted Solution

    There are removal instructions here which you can try:

    re. your problem with Symantec Liveupdate not working, I would first fix the virus, then download lusetup.exe from and run that to re-install LiveUpdate, then try doing a Symantec update again.
    LVL 47

    Assisted Solution

    Sometimes it also happens that the resident antivirus will not catch the viruses in the system, and of course when the antivirus is not working doesn't help.

    I agree with getting rid of the virus first.

    Any chance that we could look at your Hijackthis log?
    Please download HijackThis 1.99.1
    Open Hijackthis, click "Do a system scan and save a logfile" don't fix anything.
    Notepad will also open, copy its contents and paste it to either these sites:
    then at the bottom left corner click "paste"
    Copy the address/url and post it here:

    Or paste the log at -->
    and click "Analyse", click "Save".  Post the link to the saved list here.
    LVL 4

    Assisted Solution

    by:Purple_Sky download update and run ewido perform an online scan perform an online scan perform and online scan and save a log file

    paste the hjt log (  - download - run - scan and save a log file ) and kaspersky online scanner log here so we can analyse.


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