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Kudos0

I Cannot download Norton 360

 I'm using a desktop that runs WIN7.  When I started it back up I was getting a Norton 8504, 100 error. The solution was to download and run Norton Power Eraser. If that didn't work, I was to download and run Norton Removal Tool.  I downloaded and ran Norton Power Eraser which did a root scan and found an executable on my desktop that was the problem and then removed and sent it to Norton.  Since the bad file was found I didn't have to run the Norton Removal Tool.

When I then restarted my PC I got a Norton 8506, 421 error.  This time the solution was to run the Norton Removal Tool - which I did.  All my Norton apps were removed and  upon startup was supposed to tell me instruction on how to re-install Norton 360.

Nothing happened after  I restarted. I went to the Symantec website and was not able to re-download 360 because all of the available downloads had been used up!  Of course, this is an insane situation... ..Norton tells me to remove my software but won't let me download a replacement because I supposedly used up all my available downloads.   It seems that the Removal Tool never communicated with the server to update my situation.

Of course, if I want to speak with someone it'll cost me about $100.  Therefore,  am turning to the Community.

By the way, "Yes" I purchased 360 with 3 uses. 1 - on my #1 son's laptop, 1 - on my desktop, now removed, and 1 - on my #2  son's laptop which he removed!  Shouldn't I have at least 1 download available since 360 was removed from #2 son's laptop?  

So here I sit with no protection. Until I hear back from the Community, I'll use maleware-bytes and/or the free one from MicroSoft (I forget its name)

Thank You,

Jim

Replies

Kudos0

Re: I Cannot download Norton 360

 I'm using a desktop that runs WIN7.  When I started it back up I was getting a Norton 8504, 100 error. The solution was to download and run Norton Power Eraser. If that didn't work, I was to download and run Norton Removal Tool.  I downloaded and ran Norton Power Eraser which did a root scan and found an executable on my desktop that was the problem and then removed and sent it to Norton.  Since the bad file was found I didn't have to run the Norton Removal Tool.

When I then restarted my PC I got a Norton 8506, 421 error.  This time the solution was to run the Norton Removal Tool - which I did.  All my Norton apps were removed and  upon startup was supposed to tell me instruction on how to re-install Norton 360.

Nothing happened after  I restarted. I went to the Symantec website and was not able to re-download 360 because all of the available downloads had been used up!  Of course, this is an insane situation... ..Norton tells me to remove my software but won't let me download a replacement because I supposedly used up all my available downloads.   It seems that the Removal Tool never communicated with the server to update my situation.

Of course, if I want to speak with someone it'll cost me about $100.  Therefore,  am turning to the Community.

By the way, "Yes" I purchased 360 with 3 uses. 1 - on my #1 son's laptop, 1 - on my desktop, now removed, and 1 - on my #2  son's laptop which he removed!  Shouldn't I have at least 1 download available since 360 was removed from #2 son's laptop?  

So here I sit with no protection. Until I hear back from the Community, I'll use maleware-bytes and/or the free one from MicroSoft (I forget its name)

Thank You,

Jim

Accepted Solution
Kudos0

Re: I Cannot download Norton 360

Hi jammalg

You need to set some Internet security so windows defender and windows firewall and then get up dates and recheck for updates until there are no more updates restarting as requested.  If you have windows 7 or above then Norton will manage the windows security automatically if its windows vista or below then you’ll need to manually disable windows defender and windows firewall after installing Norton.

You’ll need to backup or export in both formats your identity safe and any other users identity safe if it is used, before doing the below.

Log into Norton management on the link below using your Norton account email address and password, click on my account, click on product details, click on the trashcan (bin) next to your activation, this will free up the key but it may have a time delay before it becomes available.

https://manage.norton.com

Download Norton removal tool link below.

www.Norton.com/nrt

Uninstall Norton using windows add/remove programme.  Check that Norton is not there.

Restart the computer.

Run the Norton removal tool.

Restart the computer.

Log into Norton management on the link above using your Norton account email address and password, click on my account, click on product details.  Click on the yellow download button and save the download. 

Make a note of your current Norton product key from this page.

You can use a recent download of the Norton product if you have one.  You can use your disc if you have got one but you’ll have a large amount of downloading to get up to date as the disc is frozen with the version at the time of its manufacture. 

Install Norton and follow the prompts to activate it, run live updates as many times as it takes to get, no more live updates, restarting as requested.

Check your identity safe has data if not import the data.

If you have any questions please ask before starting.

ATB

intesec

Kudos0

Re: I Cannot download Norton 360

Hi intesec,

Thank you for the reply.

I believe that right now I am at least minimally secure because I have the MS firewall and MS Security Essentials installed and running. 

I am working on your instructions and will reply again as soon as I have something to report which could be a while because we had planned on going out to dinner but I will get back to you.

Thanks Again,

Jim

Kudos0

Re: I Cannot download Norton 360

Hi intesec,

I followed your directions and after running the Norton Removal Tool and restarting my PC, everything is now working as it should.  The difference was that this time the Removal Tool was already running when my PC restarted.  It then automatically removed MS Security Essentials, downloaded, updated and installed Norton 360.

Thanks again for your help. 

Jim

Kudos0

Re: I Cannot download Norton 360


jammalg wrote:

Hi intesec,

I followed your directions and after running the Norton Removal Tool and restarting my PC, everything is now working as it should.  The difference was that this time the Removal Tool was already running when my PC restarted.  It then automatically removed MS Security Essentials, downloaded, updated and installed Norton 360.

Thanks again for your help. 

Jim


Just FYI

I found that you need to run the Norton Removal and Reinstall tool from a Windows account with Admin privilidges. Then when the computer restarts, you need to again log into that same account, and the install portion should kick in.

Things happen. Export/Backup your Identity Safe data.

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