New computer, Norton subscription on crashed computer

KevinH · ‎05-03-2011

Here is my situation:

I payed for another year for the Norton product on my laptop in February. Last week my computer crashed and I was forced to buy a new laptop. Since my product key can only be used for one laptop, I am out of Norton's security but I am paying for it.

Is there anyway to cancel the Norton on the old computer that it is crashed on? Or am I being forced to purchase a whole new year?

Thanks

huwyngr · ‎04-13-2008

There is absolutely no problem for you ....

Just contact Norton OnLine CUstomer Support as below and tell them what happened and they will update the database to allow you another activation.

What security software is on the new laptop -- is it identical in kind to the old laptop that crashed Ie Norton Internet Security / Norton Antivirus or Norton 360? If it is the same version then you can just use the old key on the new PC but if it differs ask Customer Support if they can give you an appropriate key. If the new PC has another brand of security program on it please ask us how to deal with this since it must be removed correctly before you try to install Norton.

If you do not have a note of the old KEY please let us or Customer Support know and we or they can help sort that out.

To contact customer support Click on this link and work on from there.

You can choose CHAT or Email; email or phone may have a long wait time and feedback from users tells us that CHAT is by far the best at resolving problems.

Note that that link is to the USA/CAN website so if you are located elsewhere I'm sure you will be able to find the equivalent location on your local Symantec website; some pages have a link at the top right where you can select the country you are located in.

If you have any doubts please ask first ....

Hugh

KevinH · ‎05-03-2011

According to my account, my older computer had "Norton Antivirus TechCenter Edition".

My new one just says "Norton Antivirus" at the top?

huwyngr · ‎04-13-2008

Thanks to Google on that title my memory is refereshed -- and I think I had it once -- and that is a special Compact edition and may be associated with Best Buy the chain store here in the USA.

Have a look at this for background:

http://community.norton.com/t5/Norton-Internet-Security-Norton/quot-Invalid-Product-Key-quot-on-Nort...

That dates back to 2009 and down there thread there is a message from Tony Weiss of Norton Staff -- names in red -- and others from people who know all about it.

See http://community.norton.com/t5/Norton-Internet-Security-Norton/quot-Invalid-Product-Key-quot-on-Nort... which seems to indicate that you can't use a technet key to activate an updated version.

But later it is indicated that you can update using LiveUpdate ....

I think you should talk with Customer Support and see if you can somehow get the current NAV or maybe even NIS so you can update and reinstall etc in the normal way.

Would you please let us know how you get on and in particular how they resolve the problem so you don't lose the benefit of your recent renewal.

Hugh

KevinH · ‎05-03-2011

Ended up having my computer controlled by someone at Norton. Took about 40 minutes but they canceled the other version and now the program is working on my new computer!