05-19-2008 12:56 PM - last edited on 05-19-2008 02:36 PM by Allen_K
Greetings: I am new to this site and process so I hope I am doing this properly. Here are my tale of woe and questions:About 2 weeks ago I got an e-mail from someone claiming to be Symantec. The e-mail claimed that I was due for an upgrade to my subscription and I had "agreed" to this automatic upgrade when I bought the product BUT my credit information was outdated so I needed to provide updated credit information. Well, in this day and age of identity theft this was a HUGE red flag for me. So, I did not hit the "Reply" button. Instead, I went to the Symantec website and managed to write a question to the person who receives inquiries in the "contact us" section. Someone wrote me back. I have cut and pasted the relevant part here:
Thank you for contacting Symantec Support.
I understand from your E-mail that you receive prompts to update the credit details for the subscription of the Norton program when you have valid subscription.
From our database I find that you have the following Norton programs:
Norton Internet Security 2007 356 Remaining days
Norton AntiVirus 2006 12 Remaining days
Please note that the E-mail you have received is for the previous version of Norton AntiVirus 2006 which is about to expire. However as you have Norton Internet Security 2007 which consists of Norton AntiVirus in it with valid subscription, I have disabled the auto renewal feature of it. Hence you will not be debited for the renewal of it. Please ignore the E-mail you have received as you have valid subscription for the upgrade version.
As part of our ongoing efforts to improve this service we encourage your feedback. You will receive a survey in the next 2 or 3 days, which will allow you to rate your support experience.
Please let us know if we can be of any further assistance.
Okay, so that must have meant the first e-mail really was from Symantec. Immediately thereafter, however, I started getting an error message popping up when I opened a new or existing document in MSWord, when I went to open e-mails, when I opened the internet, when I hyperlinked on the internet. Also, when I went to a second (sometimes I got beyond a second hyperlink but never past a third) hyperlink, my computer would freeze/crash and I would have to use the power button on the CPU to reboot. Also, when I was on the internet and I tried to go to a different application (like MSWord or Powerpoint, or just about anything else) my computer would crash. In fact, at the end of the day, when I go to turn off my computer (I still have XP) I can’t use the Start/Turn Off Computer method of turning it off. Using that process causes my computer to freeze, so I use the power button to turn it off. (Ironically, while trying to type this long message, I needed to go to a different application and my computer crashed so I had to do a CTRL ALT DEL and do an “End Task” to get out of the internet so that I could go to the application I needed to access in order to do my Real Job. So, I had to start all over. When this happened a second time I got smart and started drafting my message as a word document so that I could cut and paste (I hope) the message into the message board. Goodness, I hope that works.
The error message that pops up says: “
“Norton Internet Security has encountered an internal program error.” It has the following numbers: “3038,103” and it has a hyperlink to some help/information. I have used that hyperlink and tried to get some help, to no avail. The FAQs do not even come close to my problem. Ultimately, I have found my way to a posting on this board, that led me to the conclusion that I need to UNINSTALL then REINSTALL NIS 2007. However, when I have gone down that road I have learned I need my Product Key (which I do still have). However, everything I have read says that if the Product Key is over a year old, it won’t work anymore. I am scared to do the UNINSTALL without knowing if the Product Key I have will work.So, now that you have seen my tale of woe, here are my questions: How do I get a usable Product Key? I have no telephone numbers to call, so who do I e-mail? Also, is what Mr. Giri said in his e-mail correct: that I don’t need NAV because I have it as part of NIS? If that is true, why isn’t my Live Update in NIS working to install virus definitions? Any help will be appreciated. Thank you. Halfish
[edit: removed lisc keys-it's unknown if they were valid]
05-19-2008 01:10 PM
Hi Halfish & welcome
Long story ;)
Do you have your license saved somewhere?
My suggestion would be uninstalling Norton with the NRT tool. Thanx download the latest 2008 version and install this
05-19-2008 02:02 PM
<< I went to the Symantec website and managed to write a question to the person who receives inquiries in the "contact us" section. Someone wrote me back >>
Since there is always a possibility that the Symantec person who sent you that message did not correctly understand your question, I'd like to see you get a categoric statement from a Norton Staffer that Norton does in fact send out emails asking for credit card information to be updated since as you reacted this is a classic phishing technique.
I suppose you could have invoked a phishing tester but I'm more than wary of any request from anyone asking me to update credit card or banking information on line.
See what they tell you here.
NIS does include NAV so see if it is confirmed here that with 356 days left on NIS 2007 you can downoad a free update to NIS 2008 (which is a better version) and it will use the unexpired days of your NIS 2007 licence.
05-19-2008 02:53 PM
05-19-2008 03:12 PM
NOTE That your key is valid for 1 year from the date of first installation on any system. If you take it off, the clock is still running, so if you install it again 300 days later you would only have a reduced balance or it may in fact have expired. I don't want to mislead you.
But if Norton told you it was 356 days when they checked it should be that minus the time since they checked.
When did you first install that NIS 2007 -- not purchase it?
05-19-2008 09:47 PM
Thanks for that information. I did not know about the free update. Maybe I should just do that. Thanks. Halfish
It's my suggestion as well, to upgrade to version 2008
05-20-2008 06:55 AM
hi Halfish - i don't believe that the renewal is related to the error message that you are seeing. did you do a system restore or experience a blue screen error of any kind recently? the 3038 errors appear related to autoprotect, and based on your symptoms, i believe it has experienced a failure. i recommend updating to 2008, which will accept your remaining NIS 2007 subscription - you can download it here.
05-20-2008 09:27 AM