Norton 360

[GrahamD]

1. My 360 Premier licence (3 users) will expire in 3 days.
2. I have decided to have 360 Standard going forward and bought a new licence (In store Disc). 
3. I tried to load the new licence. The install process detected there was an exisiting Norton product and advised that it would remove it (as I expected). The process then advised it could not remove the existing product and could not complete the new installation either.
4. I have the tried to manually un-install 360 Premier and it will not un-install (either via Norton un-install or via Windows un-install).
5. So now my 360 Standard installation will not complete yet  I cannot remove the product that is about to expire.
6. This is not the first time I have had a new Norton product get part way though installation, be unable to uninstall a previous Norton product and fail to install the new product. If I cannot fix this then in 3 days I will have no protection on three machines.
7. Can anyone help me with a solution to this problem please?

GrahamD

17 July 2011

[jouk]

I've just had almost this problem, although I bought a new disk for the same product.

I went to chat and they sorted it out for me.  They said they could do it remotely, but I was doing chat on a faster laptop right next to the slow desktop which had the problem, so they gave me something starting www.norton.com/ which I typed in on the desktop to get a download link.

Word of warning on chat : you have to be patient and follow their way of working.  I had to repeat things I'd already told them.  Maybe start with something vague like "I need help installing different Norton product".  Don't get frustrated if you get a reply something like "I understand you want help installing a Norton product.  Is that right".  Just reply "yes" and carry on answering questions.

There's also "Ask Nathan" which is like a help system and gives links to other places - it's not a real person, but is quicker than chat.  You could try putting in the product name, or "download" followed by the product name.

If you can't find chat try

http://us.norton.com/support/contact/contact.jsp

If that doesn't work (I'm in England) try google on

contact norton chat

Good luck

[jouk]

I don't know if it works for a different product, but if you buy a disk for the same product you should be able to just put in the new product key without loading the CD at all.  I had trouble finding a place that would let me enter the product key, but eventually found :-

click on the desktop shortcut to Norton 360, then the Account link towards the top right.  After that  go to "Renew Subscription".  From "Renew subscription" there was the option to put in a product key and then it was simple.

Might be worth a try for your other 2 computers.

I am in England and I don't know if it's exactly the same in other countries.

[GrahamD]

Thanks for your suggestions Jouk,

It is a different product so I think I'll have to try chat.

360 Standard said it would remove the previous product but it couldn't and nor can I, and it seems the new product fails to install with the old one there which is understandable but frustrating.

GrahamD

[GrahamD · Accepted solution]

Problem solved.

I downloaded the "Norton Removal Tool" from the Norton website and this removed my 360 Premier Edition.

Then 360 Standard installed just fine.

Thanks Jouk.

Graham D