01-03-2011 11:49 AM
For the past 2 years, I have been successfully using the latest version(s) of Norton Internet Security on 3 computers in a home wireless network with a Cisco M20 router. The router is wired to an AT&T DSL modem. I already had an active Norton account. Recently I purchased Norton 360 premier edition 188.8.131.52 because it was less expensive than the NIS 2011 upgrade price, plus offered 25GB of online storage.
On the first computer, a Dell Optiplex 2.8 GHz Pentium 4 with 3 GB RAM, 465 GB HD and a Linksys Wireless-N PCI adapter, running the latest version of XP Pro SP3, I first uninstalled NIS 2010 with the Norton removal tool (I did not use the add/remove feature in control panel), and then installed N360 from the CD.
Everything in the install seemed to go well except that: 1.) I received a message saying that IObit’s Advanced System Care software was incompatible with N360 and did I want to remove it (I did), and 2.) I finally received an error message saying “Norton Account; we are unable to proceed with Norton Account at this time. Please try again later”. So I was never connected to the Norton Account site where the user guide indicated that I would be able to activate the product, create (or access) a Norton Account), and register the product.
However, it appears that ALMOST everything installed correctly. The main N360 windows came up and indicated that all 4 areas were protected and that my subscription status had 365 days remaining. Furthermore, I was able to run Live Update to get the latest virus definitions and the Virus scan also works fine. I was able to get complete Internet access and logged in to my previous Norton Account, but it did not show any evidence of N360. So it appears my product is activated but I’m not sure it’s registered.
But, when I try to go to My Account from the main window, and then Access Norton Account, I get the same error message as before ( …unable to proceed, etc). I get the same error message when I tried to activate the Secure Online Storage. In addition, when I try to click on Help & Support, and then Get Support, I receive a different error message saying “Checking your connection; we are unable to communicate with one of our servers. Would you like to attempt to correct this problem by releasing and renewing your IP settings?” When I click on Yes, I can see (via a tray icon ) that my wireless connection is being repaired and after several seconds, I Either get the same checking connection error message again or occasionally I get the error message saying “We could not gain access to the internet. Please contact us from the appropriate phone number in the lists below”. Since it was the New Years Eve weekend, I chose to try to investigate the problem myself first.
First I tried running the Norton Bootable Recovery Tool but got the same errors. Then I went to my router’s homepage to see if anything was wrong there, but could find nothing unusual. I’m using mostly factory defaults and automatic DHCP configuration. The DSL modem configuration site was also normal as far as I could tell. Again, all this worked with NIS 2010.
I typically only run a print screen utility and BillP Studio’s WinPatrol software on startup. These never caused any problem with NIS 2010. No Parental Control Software and no other users on the computer. I’ve tried several times to repair the connection with Windows with no different results. All my drivers appear to be up to date. Everything else on all 3 computers still works fine.
I’ve been looking through the Norton community forums for 2 days but haven’t found anything similar to my problem.
Any help would be much appreciated
Solved! Go to Solution.
01-04-2011 12:15 AM
Did you stop the installation and remove Iobit through add/remove or did Norton attempt to remove it. If so, there may be parts of Iobit left behind.
If that is the case, it will likely require a clean removal of both products and a reinstall of Norton.
01-04-2011 05:54 AM
Thanks for the quick response. Actually N360 did the uninstall of IObit software during the normal install. I did not use Add/Remove, and IObit no longer shows up in Add/remove, although Win Explorer shows a few remnants under program files
I'll give this a try, but my gut feel is that there is some kind of issue with the rights of the Web Interface built into N360. When a N360 function tries to use an external Browser like FireFox, everything works fine. But I suppose a faulty install could do it too.
01-04-2011 07:09 AM
Let us know how it goes. If re-doing the installation doesn't correct the problem, we will see if there is anything else we can try.
01-04-2011 01:40 PM
Well Alright!!!. That worked great. Thanks so much.
I did take a few extra precautions - used WIN Add/Remove for N360 first - then ran NRTool twice. Also did a registry scan/repair with a very conservative and reliable program. Then N360 install went smooth and everything so far appears to work. Even my router now shows up on my network map. Curiously, I was never asked for the program key this time. But it shows up OK in my account. so now I'm ready to do battle with the remaining 2 PC's - one with Vista.
Am I likely to need to remove NU-14 before installing N360? Any other precautions with Vista?