topic Re: My machine completely shuts down when I install 360, version 3.0 in Norton 360

My machine completely shuts down when I install 360, version 3.0

suemac — Wed, 27 May 2009 22:55:23 GMT

Hello,

My mother bought a laptop a couple of days ago and purchased a copy of Norton 360, version 3. It installed perfectly well on her machine, which is running on Vista but when I went to put it on mine (it's supposed to be good for 3 machines in the family and mine runs on XP), it shut the whole thing down. I couldn't even restart my PC because I kept getting a login menu that asked for my Windows password and when I put it in, it didn't work, etc. Finally, I went into safe mode, removed the Norton program, restarted and everything was fine. Except now I don't have updated virus protection.

I called the tech guy from Best Buy and he recommended that I go to the website, download the Norton removal tool, use it and then reinstall the program. Did that -- same exact experience, and both times I received an error message saying that my machine had suffered a very serious problem.

Has anyone seen this before? Why can't I install the 360? Previously, I tried to download and install Norton through my Rogers cable subscription and whatever I did, it kept shutting down my e-mail and the Internet. Those tech guys didn't know what to do so I just removed the Norton and switched to Panda BUT I had been using Norton before for many years without difficulty.

Any advice would be greatly appreciated.

Many thanks. Sue

Re: My machine completely shuts down when I install 360, version 3.0

dbrisendine — Thu, 28 May 2009 03:51:12 GMT

What version service pack of XP is on your laptop? When you installed N360 v3 the first time, what security was on the laptop previously?

Re: My machine completely shuts down when I install 360, version 3.0

yogesh_mohan — Thu, 28 May 2009 15:44:27 GMT

Hi Sue,

Download a trialware of Norton 360 version 3.0 from the Symantec Web page, restart your computer in Safe Mode and then install Norton 360 3.0 in Safe mode. Let us know how it goes.

Yogesh

Re: My machine completely shuts down when I install 360, version 3.0

suemac — Thu, 28 May 2009 18:02:35 GMT

Yogesh ,

Thanks for the reply. Why would I need to download the trial version instead of using the store version? Because you want to see if that will work properly? Okay, I will try that and let you know.

Re: My machine completely shuts down when I install 360, version 3.0

suemac — Thu, 28 May 2009 18:05:19 GMT

Dbrisendine, thanks for your reply. I don't know anything about the laptop. It's my mother's, and it's running on Windows, not XP. I'm the one using XP, but I'm not sure what service pack I have. Haven't done any Microsoft uploads recently, unless my machine is updating itself.

I'm going to try downloading the trial version here.Sigrid

Re: My machine completely shuts down when I install 360, version 3.0

suemac — Thu, 28 May 2009 20:03:21 GMT

Yogesh,

It installed, and seems to be working! That's fantastic, but I don't know what to do now. I don't see why I should have to pay for one year on a brand-new product when we just purchased Norton 360 for the family on Thursday. Of course I have the product key for the one that we just bought, which simply refused to work on my machine, although it's fine on my mother's. Even the Best Buy guy had no idea what to do, which is why he referred me to the Symantec website. And I actually *forgot* to install the trial version in safe mode (eek!), meaning that it installed itself just fine in the ordinary fashion. Can you advise further about the payment? Many thanks. Sigrid

Re: My machine completely shuts down when I install 360, version 3.0

yogesh_mohan — Thu, 28 May 2009 23:06:39 GMT

Good to know that you are able to install Norton 360 without any problem. For activation/payment, I would suggest you to contact the Symantec Customer Services, confirm that you have installed the right product and correct product key. They will assist you further with activation. There are two version of Norton 360 - Premier and Standard. You cannot use the product key of Premier edition in Standard and viceversa. Let us know how it goes.

Re: My machine completely shuts down when I install 360, version 3.0

suemac — Thu, 28 May 2009 23:20:22 GMT

Sorry, my posts here have been appearing under two different names. That's because I signed up as Sue but my real name is Sigrid. I'm the same person :) And the situation is the same as a few hours later. The Norton is working, but it is slowing down my machine significantly and I don't know what to do about buying it because why should I buy the program when we already own 360?

Do you think it would make a difference if I uninstalled the trial version and reinstalled the other one that we own in safe mode? That was the one thing I forgot to do with the trial, because I just went right ahead and installed it, stupidly. Thanks so much. Sigrid

Re: My machine completely shuts down when I install 360, version 3.0

yogesh_mohan — Thu, 28 May 2009 23:27:04 GMT

You can activate the trialware using the Product key of the Norton 360 which you already have; and the trialware will be converted to complete version after the activation. In the main window of Norton 360, click on Activate or Subscribe Now. Enter the product key and then click Next > Finish. You don't have to pay again for Norton 360. Let us know if you face ay problem with activation.

The system slow down may happen due to several reasons. Do you still have the Panda program installed in your computer? If so, please uninstall it as running two different security programs may conflict with each other and cause low system performance. After that, run a Comprehensive Scan from Norton 360 and check whether it detects/remove any threats.

Message Edited by yogesh_mohan on 05-29-2009 04:57 AM

Re: My machine completely shuts down when I install 360, version 3.0

suemac — Thu, 28 May 2009 23:24:34 GMT

Sorry, I missed that last post of yours. It didn't show up for me when I first logged on. I will do as you say, with customer service. But why should the product slow down my machine so much? I had that previously, which was why I eventually switched over to Panda. If this continues, I'm not going to want to use it. It makes loading webpages so much longer and slows down my voice activation program considerably. THX. Sigrid

Re: My machine completely shuts down when I install 360, version 3.0

suemac — Thu, 28 May 2009 23:28:35 GMT

Yogesh, what I'm saying is that we already paid for the Norton 360 last Thursday at Best Buy. And I had every intention of sharing it with my mother. I don't want to keep the trial version and pay for it. Then I'm paying for two versions of the same exact program for one household. That's crazy. I should be able to get the one that we bought at the store to work on my machine. I still don't understand why it won't work. Thanks so much for your time.

Re: My machine completely shuts down when I install 360, version 3.0

suemac — Thu, 28 May 2009 23:29:58 GMT

right. i forgot to uninstall panda. was holding off on that to make sure the norton worked.

Re: My machine completely shuts down when I install 360, version 3.0

yogesh_mohan — Fri, 29 May 2009 00:34:58 GMT

Please be informed that you don't have to pay for the trialware of Norton 360 since you have already brought it from best buy. When you get the CD from best buy, you will get the product key on the Cd sleeve. You can use the same Product key for activating the trialware and make it work. The Only difference between the Trialware and the product you have purchased is that the trialware comes with only 30 days where as the one you got from Best Buy comes with 1year-365 days of subscription. Both are having same features. Just to confirm- whether you have got Norton 360 Standard Edition or Norton 360 Premier Edition from the Best Buy? The difference is that Standard Edition comes with 2 Gb of Online Storage Space for backup while Premier Edition comes with 25 GB of Online Storage Space for Backup.

Message Edited by yogesh_mohan on 05-29-2009 06:04 AM