topic Re: Keep getting a message my subscription has expired for NIS 2011 ... in Norton Internet Security / Norton AntiVirus

Keep getting a message my subscription has expired for NIS 2011 ...

Huntress — Thu, 09 Dec 2010 13:51:02 GMT

...even though I just renewed and my subscription status says I have 377 days remaining. When I click 'renew' to reenter the product key, everything goes as it should (the ending pop-up window says I have the correct number of days remaining, but the NIS dashboard doesn't refresh to reflect this and stil has the red banner saying "Subscription Expired Your computer is at risk!"

Re: Keep getting a message my subscription has expired for NIS 2011 ...

floplot — Thu, 09 Dec 2010 16:56:02 GMT

Hello Huntress

Please try hitting Help & Support and subscription status. That should synchronize your computer to the Norton servers. Then please try running live update and then reboot your computer.

Please come back and let us know if this has helped. Thanks.

Re: Keep getting a message my subscription has expired for NIS 2011 ...

sherri — Tue, 14 Dec 2010 10:55:24 GMT

I am having the same problem.

I installed NIS 2010 in September, no problems until last night.

It seems to be a fake screen; i come to this conclusion because -

there were none of the usual warnings that my subscription was soon to expire (which it isn't anyway),
i did click on the button that says SUBSCRIBE and one of the first thing it asks for is a valid email address and I tried bothe of my home email addresses (different domains) and neither of them were accepted as valid which means i couldn't progress,
whatever norton menu option i click on in my program menu i just get the same screen.
norton icons says NIS is completely turned off - on the one other occasion that my subscription ran out norton was still on and i could run scans etc but couldn't update - currently i can do nothing

i have tried the suggestion of clicking on the help & support button then clicked on subscription status - it said it was communicating with the symantec servers then said again that i have 0 days remaining.

by going to my norton account through www.mynortonaccount.com i checked my subscription status and everything seems fine at that end.

Any other ideas anyone??

Re: Keep getting a message my subscription has expired for NIS 2011 ...

delphinium — Tue, 14 Dec 2010 15:10:42 GMT

Talk to customer service chat to see if it can be sorted out.

http://www.symantec.com/norton/support/contact/contact.jsp?pvid=cs

Re: Keep getting a message my subscription has expired for NIS 2011 ...

BoiledOwl — Mon, 20 Dec 2010 04:34:58 GMT

This is my first post here, but I've been using Norton Products for many years.

I have gotten the expiration message on NIS 2011 twice; one time, I had rebooted the computer (a laptop) with an external monitor attached. This apparently must have caused the program to think I had substantially altered the computer (which apparently requires you to reactivate the subscription, according to some other posts I've seen here). The second time was this morning, after I installed a series of Windows Update security patches for Windows XP. Upon rebooting the computer as required for the security patches to complete installation, I noticed the red X and brought up NIS, to see it said my subscription had expired, although it has about 334 days left. Help and Support (run twice, took me in circles both times) did nothing. However, I rebooted the computer a second time, and, after about 5 minutes of "thinking," NIS first came up with the "Fix Now" screen, which almost instantly reverted to the "System Secure" state. Apparently, it took some time to adjust to the new Microsoft updates.

My concern is whether I am going to have to worry about NIS failing and thus leaving me unprotected for as long as it takes me to notice that it isn't working every time I make a slight change to my computer. I can understand that replacing internal components might alter a computer so that it is substantially different, but simply installing critical updates through Windows Update happens so often that I hate to think I'll have to check Norton every time to make sure my license hasn't artificially "expired."

Re: Keep getting a message my subscription has expired for NIS 2011 ...

SendOfJive — Mon, 20 Dec 2010 04:41:51 GMT

Hi BoiledOwl,

In the main Norton window, click Support > Subscription Status. After the Subscription Status Check completes, click Finish. This will update the subscription information in your installed product to the correct status that is stored on the Symantec servers.

Re: Keep getting a message my subscription has expired for NIS 2011 ...

BoiledOwl — Mon, 20 Dec 2010 04:49:35 GMT

Thanks, SendOfJive. I could've sworn I did that, but it is possible I didn't (all this happened pre-coffee!) It must have automatically sync'ed when I rebooted though.

Cheers and thanks! That'll be a good shorthand way to avoid having to wait 10 minutes for a second reboot!

Re: Keep getting a message my subscription has expired for NIS 2011 ...

BoiledOwl — Sat, 25 Dec 2010 01:33:52 GMT

I turned on my computer this morning, only to notice the subscription had "expired" again, and this time I definitely checked and verified my subscription status not once but THREE times. Each time it told me my subscription was good and had 300-odd days left on it. But still the main NIS window said I was expired, my computer was at risk and I should renew my subscription. The support function didn't function at all (froze at 72% after three tries), and so I finally just rebooted the computer, which magically fixed it.

Interestingly, through the probable time frame when I was attempting to fix this issue, my Security History notes a bunch of Medium level incidents: Unauthorized Access Blocked (Access Process Data). The process ID's differ but they show data like this: Actor: c:\windows\system32\msiexec.exe and the target as c:\Program Files\Norton Internet Security\Engine\18.1.0.37\ccSvcHst.exe, Action: Access Process Data and Reaction: Unauthorized Access Blocked. There were quite a few of these, but they were preceded by one that was different and probably happened right around bootup time.

Its main info was thus: Actor: c:\windows\system32\services.exe and the target as \Device\HarddiskVolume1\Program Files\Norton Internet Security\Engine\18.0.1.37\ccSvcHst.exe, Action: Duplicate Object and Reaction: Unauthorized Access Blocked.

Incidentally, after my successful reboot that brought the NIS program up with everything in order showed yet another medium level event identical to the one noted immediately above. As of right now, NIS says it is functioning properly, with the exception that the last Live Update failed to complete (I manually repeated it and it installed properly this time around). I hate to think that the next time I reboot, I'll find the big red X over my corner NIS icon again; it seems to be a more and more regular occurrence. Any suggestions concerning what I should look for are appreciated!

Re: Keep getting a message my subscription has expired for NIS 2011 ...

SendOfJive — Sat, 25 Dec 2010 01:41:23 GMT

Hi BoiledOwl,

The Norton Product Tamper Protection events that you mention are normal and unrelated to your issue. These are simply instances where another program tried to access a Norton file or process and was denied permission in order to prevent any interference. It happens all the time and causes no issues for Norton or the other programs.

Is your system clock maintaining time accurately?

Re: Keep getting a message my subscription has expired for NIS 2011 ...

BoiledOwl — Sat, 25 Dec 2010 01:46:50 GMT

Wow, thanks for the quick reply, SendofJive! I wasn't sure if those events were applicable, so thanks for that info. As far as I can tell, I've had no obvious problems with the system clock. It shows a proper time and date currently, and I believe it did this morning as well. I had thought the date might be off somewhere, which would misidentify my subscription as expired, but I'm not sure where to check beyond the date/time on the toolbar or Control Panel (WinXP). But I can't tell there is any problem with the system time.

Re: Keep getting a message my subscription has expired for NIS 2011 ...

SendOfJive — Sat, 25 Dec 2010 02:41:23 GMT

Hi BoiledOwl,

See the following KB articles for some guidance. Use the first article if this is a new installation of Norton 2011. If the problems arise as a result of having upgraded to NIS 2011 from an earlier version, refer to the second article:

My Norton 2011 product shows an incorrect subscription date

My Norton product shows an incorrect subscription date after I install the Norton 2011 upgrade

Re: Keep getting a message my subscription has expired for NIS 2011 ...

BoiledOwl — Sat, 25 Dec 2010 02:51:34 GMT

Thanks! I'll try #2, as I have upgraded a few times (as I said, I've been using Norton products for years.) In the old days, I used to uninstall the old and install the new, but for that last 2-3 years, I've simply auto-renewed and allowed Norton to upgrade my version for me. This didn't happen right after upgrading, though. It had been working fine for over a month before the issue began. It could be something that occured after a Windows Update, security patch or even a Live Update failure perhaps (I recently had a five-day stretch of time where LiveUpdate failed to install some critical updates--I didn't get notified until then, but it has prompted me to keep an eye on my status more closely!) I appreciate all your help, and I'll post back if something weird happens! (I won't get to try this for a little while).

Re: Keep getting a message my subscription has expired for NIS 2011 ...

SendOfJive — Sat, 25 Dec 2010 02:59:33 GMT

If you think the problem is a result of updating to 2011 recently, use the second set of instructions. If the update was some time ago and things worked until now, I would use the first article.

Re: Keep getting a message my subscription has expired for NIS 2011 ...

BoiledOwl — Sat, 25 Dec 2010 03:02:18 GMT

Ah yes, thanks for the clarification! Christmas Eve Brain Fog must be setting in! :smileysurprised: