topic Re: Unable to Update to NIS 2012 in Norton Internet Security / Norton AntiVirus

Unable to Update to NIS 2012

logic — Mon, 26 Mar 2012 18:06:15 GMT

Where to begin. Updated from NIS2011 on my 2 desktop computers. No problems with update.

Have not been able to update to NIS2012 on my Dell E1505 Dual Core laptop (Intel Duo Proc T2300E 1.66GHz 1GB mem, 80GB HD). OS system is WinXP-SP3. Laptop wirelessly connected to internet through Linksys WRT160N router. Had previously updated from NIS 2009 to NIS 2011 without any problem.

Contacted and purchased Norton tech service. Norton tech service took control of the laptop, conducted several scans, etc. to determine if anything wrong with computer. After several hours of trying to update to NIS 2012, Norton suggested that the OS system needed to be reinstalled. Had OS reinstalled by local computer tech person. Norton tech support tried again to update laptop from NIS 2011 to NIS 2012. During attempts uninstalled NIS 2011. Now could not update laptop back to NIS 2011, but could install NIS 2009, which was what I originally installed using Norton's CD installation disc that I purchased separately. So here is the current situation: paid Norton for tech service to solve problem with update, which they haven't solved; paid my computer tech person to reinstall OS system; originally installed NIS 2009 on all three computers; successfully updated all 3 computers to NIS 2011; still have not been able to update one computer (the laptop) to NIS 2012, but instead have regressed to being able to only use NIS 2009. That's progress???

Not overly impressed with Norton tech service. Any ideas about what might be causing the update problem would be greatly appreciated.

Re: Unable to Update to NIS 2012

Jay25 — Mon, 26 Mar 2012 21:11:59 GMT

Can you help me with the Operating system of your computer? Because 2012 can be installed in

Windows Xp(32 bit) - > Service Pack 2 and 3

Windows Vista home premium - > Service pack 1 & 2

All the Other version of Vista and 07 independent of service packs

Re: Unable to Update to NIS 2012

Phil_D — Tue, 27 Mar 2012 03:49:41 GMT

Hello logic and welcome!

I am sorry to hear of your issues. Is there any other security program on your computer? If so, it should be removed before going any further.

For this procedure could you use a hard wire connection for your laptop? (That takes one possible variable out of the equation.)

I would recommend using the Norton Remove & Reinstall tool.

"The Norton Remove & Reinstall tool uninstalls all Norton products from your computer, and reinstalls the latest version of your Norton security product."

First, Back up your Identity Safe Data to a convenient location and have your product key handy as a precaution.

Then proceed to this page and follow the instructions for downloading and running the tool.

Let us know how you do.

Re: Unable to Update to NIS 2012

satishdilipan — Fri, 30 Mar 2012 11:21:08 GMT

Can you give brief information about the error you are receiving while trying to upgrade to NIS 2012?

thanks

Re: Unable to Update to NIS 2012

Mattp — Wed, 04 Apr 2012 21:50:47 GMT

Hi logic,

I'm sorry to hear about your poor experience with our tech support service along with the failed attempts to get NIS 2012 installed.

I just sent you a private message so please check your inbox.

Thanks,

Matt

Re: Unable to Update to NIS 2012

HarryP — Wed, 04 Apr 2012 22:09:27 GMT

Hi Logic,

Sorry for the trouble. We don't charge for the Technical Support to help you with installing a Norton product. I suspect that you have got charged for some other service. To confirm this, it would be great if you can send me a private message with the following information.

- Reference case number for the Norton tech service.

- Phone Number of the Norton Tech service which you dialled to get help.

- Web site URL which have information of the Norton Tech service who helped you.

To assist you further, let me know what exactly happens when you try to install Norton 2012 product. Are you getting any error messages?

Thanks,

HarryP

Re: Unable to Update to NIS 2012

huwyngr — Tue, 17 Apr 2012 16:46:37 GMT

Looks like the OP, Logic, is not coming back since posting in March ...?

But has posted http://community.norton.com/t5/Other-Norton-Products/Norton-Eraser/m-p/699115 on 04/14