Installation problem with Internet Security 2012

Cath_G · ‎02-05-2012

I am currently using 360 however that is due to expire in the next 2 days so I have purchased a CD pack of Norton Internet Security 2012 and when I tried to install it on my laptop this evening I keep getting the error message stating that it is incompatible with my OS (which is Vista Home Premium...and as states on the package, is supposedly compatible...)

I looked in the tech support online and they suggested I update my Windows service pack, which I did and tried the install again however I am still getting the same error message. Have used Norton on several occasions and never had this happen before. Do I need to uninstall my 360 before I install the new product? Am sure it's all been done automatically in the past. My new product is for 3 devices and I also need to install on my netbook this week but haven't done so yet as not sure if I will need to return the pack.

Any thoughts/suggestions welcome.

Thanks

PS: Am in the UK.

dickevans · ‎04-08-2008

Cath_G wrote:
I am currently using 360 however that is due to expire in the next 2 days so I have purchased a CD pack of Norton Internet Security 2012 and when I tried to install it on my laptop this evening I keep getting the error message stating that it is incompatible with my OS (which is Vista Home Premium...and as states on the package, is supposedly compatible...)

I looked in the tech support online and they suggested I update my Windows service pack, which I did and tried the install again however I am still getting the same error message. Have used Norton on several occasions and never had this happen before. Do I need to uninstall my 360 before I install the new product? Am sure it's all been done automatically in the past. My new product is for 3 devices and I also need to install on my netbook this week but haven't done so yet as not sure if I will need to return the pack.

Any thoughts/suggestions welcome.

Thanks

PS: Am in the UK.

Welcome,

Due to the differences in the two products one cannot be installed over the other one. For the best possible results I recommend that you download the Norton Removal Tool found here: http://www.symantec.com/nrt/

Run it and reboot. That should give you a clean system ready for NIS.

Keep us in the loop.

Dick
Win7x64 SP1 current NIS V20

Cath_G · ‎02-05-2012

Thanks for your suggestion, however I used the NRT and tried the install again and I am still getting the same error message. Am totally blank as to why it's saying my OS is incompatible when it is (or *should be*!). Is there a way of looking on my laptop to find the spec of the OS as the NIS pack states that I must use Vista Home Premium 32 or 64 bit, however I don't know how to find out what bits I have on my system?

Thanks all.

mp3jo · ‎06-27-2009

Has your Vista Service Pack 1 or later?

Cheers,
Jo

--- N360 v6.4 on german 64 bit win7, IE9 ---

dickevans · ‎04-08-2008

Cath_G wrote:
Thanks for your suggestion, however I used the NRT and tried the install again and I am still getting the same error message. Am totally blank as to why it's saying my OS is incompatible when it is (or *should be*!). Is there a way of looking on my laptop to find the spec of the OS as the NIS pack states that I must use Vista Home Premium 32 or 64 bit, however I don't know how to find out what bits I have on my system?

Thanks all.

Hi,

I'm not on Vista so it may be a bit different for you - but

Left click on the logo in the lower left corner to get the menu, then right click on 'computer', then left click on 'properties. A window should open and display the information you are seeking.

My screen lists the operating system, service pack, system type, installed memory (RAM), etc.

Hope this helps

Dick
Win7x64 SP1 current NIS V20

Cath_G · ‎02-05-2012

Thanks Dick, I have checked my system (your method did work) and it's 32-bit so it should be compatible with my NIS.

Am thinking I should take it back and get a refund as it's obviously not going to work but it's really bugging me as to why.

Thanks all for trying to help!

SendOfJive · ‎02-07-2009

Hi Cath_G,

Go to Windows Update and select the Express install option. Check for any services packs or updates that you need, and install them.

huwyngr · ‎04-13-2008

Cath,

NIS 2012 will work on VISTA 32 bit or 64 bit so that's no problem but could you check to see if that screen mentions Service Pack and if so what number is alongside it.

My VISTA unstallation is out of action but Windows 7 is not very different from what I remember so here's my Windows 7 System Information screen:

and you will see where it says Service Pack 1 which is the latest for Windows 7.

However there are additional Service Packs for VISTA ... Service Pack 1 or later is needed by NIS 2012 so if your screen does not mention Service Pack then you have the original VISTA (like Service Pack 0) and need to update which you can do here:

http://support.microsoft.com/kb/935791

I hope that helps.

Hugh