definition update for windows defender fails over and over in Windows 10

Anonymous

Windows Update fails to install Defender definitions updates, KB KB2267602, error code 0x80070643. I have contacted Microsoft Support 3 times to no avail. The problem is not that I want to allow the update to install 1 time, I AM NOT USING DEFENDER. I am using Norton Security and so Defender is turned off properly but the definition files are still pushed out through Update and then fail when installation is attempted. Since I am not going to be using Defender I need a solution that will not involve turning off my AV software, turning on Defender, installing the update (which there are sometimes multiple ones per day) and then turning Defender back off and turning my AV back on, which is what they have all done to "fix" the problem.

I know Microsoft wants to push all updates but there needs to be a way for Update to check if Defender is on and then NOT TRY TO INSTALL THE UPDATE or let it be installed without needing Defender turned on so that there is no error. As it is now the error happens, Update states that it failed and will keep trying to install it later which will always fail. As I said I have dealt with 2 support engineers and 1 supervisor and all they have done after hours of trying to "fix" the problem is get the failed definition to install insisting that the problem is now fixed- they turn Norton off or uninstall it, turn Defender on, install the definitions then turn Defender back off and Norton back on or make me reinstall it. I am not going to do this multiple times each day.

One engineer went so far as to say the problem is because Norton Security is *NOT* compatible with Windows 10 and went even further to say that because I am using it I now have viruses and corrupt files. I pushed back and he started backing down by suggesting it was his opinion that Norton doesn't work. I continued to press and ask whether this was officially Microsoft's position or not and he would not answer. I got Norton on the phone and he could hardly speak. Norton did what it should when installed- it properly turned off Defender and every indication is that is off.

There is no reason to install definition updates when there is other active AV software and Defender is off. Why can't Microsoft supply a permanent way of "fixing" this issue??? Do they want errors on Windows Update?? I don't and I don't need my computer constantly trying to install updates that will fail each time.

[Moved from Windows]

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Anonymous

Updated 13 Jan 2015 - The apparent solution I posted was wrong so I have deleted it and replaced it with the fix that does work.

Comments:

I had used the tool provided in How to temporarily prevent a Windows or driver update from reinstalling in Windows 10 to hide KB2267602 but this was inadequate. The tool only hid the current version of the KB so when the KB with updated definitions was later released, Windows update saw it as a new update and the whole download, install, fail process repeated itself.

I contacted Norton support and, after a lot of pointless toing & froing {they must be paid by the hour}, they stopped denying that it was a shortcoming in Norton that produced this strange disabled-yet-still-updating state of Windows Defender. I asked for a full refund of my subscription and got it.

So now I have reverted to Windows Defender on my Windows 10 computer and have reinstalled MSSE on my Windows 7. All in all, this has cost me two weeks of my limited data allowance in the space of a couple of days. After I had removed Norton, I stumbled across a claimed solution that actually works:

The fix that does work

In Solved Defender and KB2267602 update failure - Windows 10 Forums, a Norton user reported multiple symptoms including the one that is the subject of this thread {it is not worded very clearly so you might need to read it a few times to realise this}. The solution is to put in a Registry key that completely disables Defender and puts an end to these failed updates - see Windows Defender - Turn On or Off in Windows 10 - Windows 10 Forums. The user did not give any link to the solution so I searched for it and the link I have given matches the title & the author's name given by that Norton user and it is clearly aimed at the problem users in this thread have been experiencing.

As you'll see on the next page of this thread, Jeffrey has since applied this fix and it works.

He ran the Norton Removal Tool,

applied the fix to completely turn off Windows Defender - Windows Defender - Turn On or Off in Windows 10 - Windows 10 Forums

then re-installed Norton.

I suspect that the problem is the result of an undetected Norton installation error. That would explain why some users have not experienced this problem and why others have reported that the problem was cured by reinstalling Norton [in some cases after manually disabling all Windows Defender entries in Settings, Update & security, Windows Defender before even starting the reinstallation].

Best of luck,

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48 additional answers

Anonymous

2015-11-28T13:09:27+00:00

I agree but from my discussions with the 3 Microsoft support people I would not expect anything. They all came up with excuses, not fixes. I reiterate that a simple fix exists- before the updates are installed check to see if Defender is on or off- clearly the system knows. If it is off there are several things that can be done such as installing the updates anyway as it would not cause any problems, discard the updates or just don't generate an error message as it works as designed and there is no action to be taken. But since Microsoft wants everyone to use their product they won't unless they get such a volume of complaints that they can't ignore it.
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Anonymous

2015-11-28T16:47:35+00:00

That situation, which you have told, says that the problem at the moment have not an actual solution.

Engineers from the Support Service does not create solutions - they act in accordance with the decisions and the approaches created a Team of Developers.

It seems that this problem is not trivial. Otherwise, we quickly received a decision from the Support Service. But to find a complete solution to this problem, it is a matter of honor for Developers. Perhaps it will take even create a new version of the Windows Update. Anyway, I do not remember problems of this kind since the time Windows Millennium. It was not presented also in Windows XP and 7. In other words, this component of the Windows 10 requires further development and improvement.

But at the moment it is much more important point - to get clear answer to a simple question:

whether in this case might normally receive following upcoming updates of the OS and other Microsoft products, or we will not have this "happiness"? And, frankly, I am surprised at the lack of response on this direct question from Experts of this forum.
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Anonymous

2015-12-08T18:01:20+00:00

That is Norton problem not Microsoft, Norton must do better ,my advice d't use Norton use Bitdefender and You going to be OK.
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Anonymous

2015-12-09T12:35:03+00:00

I don't know if you work for Microsoft or Bitdefender but you are flat out wrong. The problem is with Windows Update/Defender. Don't bother answering as I know of people who don't use Norton who have the same problem. If Defender is off the updates fail- that is how it is designed.
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