02-02-2012 11:30 PM
Instead of renewing my Norton Internet Security 2010 when the subscription expired. I bought in September of 2011 Norton Anti-Virus 2011. It had been running find and updating weekly. Then on the 1st of February 2012, it updated and removed my anti-virus program. I tried the troubleshooting suggested on the webpage and Norton's page gave me a link to download a 2012 update. First, I had to download an "auto-detect" program. Once the auto-detect ran, the results were: sorry, no anti-virus/product found. Well, that would be because Norton has removed it, I had the computer inspected for a virus and there was no such virus and the programs icons all still appear on the desktop as well as in the control panel of my brand new Lenovo Thinkpad Edge. I deserve an explanation and fix for this. Norton is suggesting I buy a copy of 2012 to solve my problem. A problem which they caused and costed me money. Why should I pay for their mistake. Is there any reasonable solution for recovering my 2011 program. I've tried uninstalling it and then re-installing it with the disk and product key and it will work for about 2-hours and then repeat the same cycle of updating and uninstalling the anti-virus. Why did I buy this product from Norton if they were going to steal it away from me. That's theft and I would like to file claim on it because their tech support team on the phones acted like they had never heard of such a thing. Let me say something, if I may. I majored in computer sciences and I'm using one of the best made P.C.'s on the market. I know the difference between illegitamate bold theft and a virus. My computer has a temporary scanner to confirm there is no virus. So, tell me, someone is this fixable or should I file a claim whilst buying a new anti-virus from Kaspersky or McAfee?
-ThinkPad Operator Daniel
Solved! Go to Solution.
02-02-2012 11:47 PM
Welcome to the Norton Community Forum
Have you turned off the Automatic download of New Product under Computer --- Updates ? When you changed your product from NIS to NAV, did you first uninstall NIS and then use the Norton Removal tool to remove NIS thoroughly before you installed NAV?
Success always occurs in private and failure in full view.
02-02-2012 11:57 PM
Let me answer that question. NIS was never installed on my Lenevo, it was installed on my previous P.C. which I recently sold and bought in December the Lenovo ThinkPad Edge. With that said, when I re-installed NAV in early December of 2011, there were no problems and also on that note; NAV wasn't present on this P.C. so that wouldn't be a possiblity. Also note, the auto-update has always been enabled. Each time I uninstall software, I double-check to make sure that it is removed. I mean, I work with computers and fix them, so you would think I would have this one figured out. However, this is not possible, if Norton continues to remove my program (which still has over 200-days of subscription left) each time I try to re-install it.
02-03-2012 12:06 AM
Did the new computer come preinstalled with a trial program of some sort of security program? Most new computers do come with some security program preinstalled. Could you please tell us what security program came preinstalled on the new computer? Also, on the computer which you sold, did you first uninstall it from that other computer? Is the NAV that you have for 1 computer or for 3 computers?
Success always occurs in private and failure in full view.
02-03-2012 12:27 AM
Question: Did the new computer come preinstalled with a trial program of some sort of security program? Most new computers do come with some security program preinstalled. Could you please tell us what security program came preinstalled on the new computer? Also, on the computer which you sold, did you first uninstall it from that other computer? Is the NAV that you have for 1 computer or for 3 computers?
Did the new computer come preinstalled with a trial program of some sort of security program?
Yes, and I uninstalled the NAV trial version before I installed my authorized copy of NAV 2011.
Also, on the computer which you sold, did you first uninstall it from that other computer?
Yes, otherwise it would not have re-installed in December.
Is the NAV that you have for 1 computer or for 3 computers?
1-PC version. I had an HP G62 series laptop and upgraded(which is aside from the answer). The 1-PC version I've transferred before on older programs and if I've uninstalled them first, which you implied in the previous question; there shouldn't be a problem unless Norton says that it is registered only to the first P.C.'s ID. This is obviously not the case. Otherwise, upon uninstalling it from the H.P. and re-installing it on the Lenevo, I would have been had trouble with the re-installation and I'd likely have a message saying "installation unsuccessful" or "subscription expired...renew now." When I re-installed it on the ThinkPad Edge, it showed all of the data and days remaining of my subscription...just as if it had never been transferred. Meaning, it re-installed on the Lenevo succesfully and maintained it's integrity and updates until the 1st of February or 31st of January. It was on one of those days that I noticed the desktop icon was nothing more than a Norton logo and that the "quick-start" icon was rendered useless. I also received info from my WIN7 64-bit action center that the said "Virus Protection important." Well, that's Windows' way of saying, the anti-virus isn't there. So, I went to my control panel and tried to turn it back on and it never responds. Yet, when I look into my control panel to see if the files are there for the program, they appear to all be intact. So, that would mean(excluding the virus theory) that someone else removed the software autonomously? The question is, can this be fixed? Or should I get ready to buy another anti-virus program that won't removed itself?
02-03-2012 09:42 AM
The more information you provide, the more it sounds like a subscription issue. Some of the confusion may arise from your stating that an update is removing the program - I never heard of such a thing either. The program is not being removed - it sounds like it is being deactivated, which could happen if there is a problem with the subscription. The best thing to do would be to contact customer support and ask them to check the subscription and make sure it is active for the PC on which the product is currently installed. Go to the following site and scroll down to use chat:
02-03-2012 12:54 PM
Sorry, but that is not the case. It has been removed and I can verify that, but Norton is disabling me from uploading the pictures as attachments; even though they've been resized. You do the math, I bought the anti-virus in late September. Under subscription they give you 1-year of protection, in case you're wondering: 1 = 365 days. This is displayed on the control panel of Norton when it's active at the bottom of the screen. There is an area which says: ___ days remaining and under that is an option to renew if the subscription has expired. By the way, Norton always gives notice if a subscription has expired. So here's your math and here's why I can prove that this is not a subscription related issue:
According to my online account that Norton provides, it shows past anti-virus programs that were deactivated and then the present ones in order according to their operation and purchase date. My NAV 2011 shows an activation date of Sep 13, 2011.
Starting the 13th of September 13, 2011 under paid subscription I will prove your theory to be wrong. On that date the 365 days are put into immediate affect once verification is completed.
September 13, 2011 ----- 365
February 3, 2012---minus142 days
EQUALS: 223 remaining days of subscription.
So, now tell me, is it time for Norton to fess up and me to file a claim and buy the latest version of Kaspersky Anti-Virus?
02-03-2012 01:10 PM
I am trying to help you, not prove a point. Subscription time remaining can get messed up. It may be accurate on the Symantec servers that retain this information and yet still be incorrect in the product that is installed on the PC. Especially if you moved the product from one machine to another, the licensing information may no longer accurately reflect the proper machine. If your installed product does not have the correct information it will disable itself. If you can open the UI, you can click Support > Subscription Status and update the program to show the correct number of days remaining. Otherwise, if you really want to get this sorted out, contact Customer Service - it should be an easy fix.
02-03-2012 07:16 PM
The subscription status still reads 223. I might also add that I've tried the customer support service as mentioned in my first comment and they had absolutely no idea what I was talking about even when I dumbed it down for them. I know what I'm talking about with the software and as mentioned. The P.C. transferrage was not affected. I got this computer around the 29th of November and the program has run fine until about the 31st of January. So, that would not be Lenevo's fault or the person running the computer. I think I'll go into further investigation of Norton's history, because looking at this forum, it would appear a lot of people have had problems with their products. Don't try to tell me that my P.C.'s stastics are lying. Even though the forums may block my attachments, I can send you pictures of the problem via email and prove that it's a problem with the following:
-Win 7 O.S.
So, with those eliminated, that leaves Norton the responsible party. Don't second guess my knowledge of software, if I could crack Norton's program, I'm sure I'd expose more flaws and probably be able to fix them.
02-03-2012 07:53 PM
I went through all your posts and it seems every time you install your version of AV it disappears and then you try to install Again
Please try the following and tell us how it worked
1. Download and run the Norton Removal tool once in Normal Mode and Safe Mode even if Norton is not appearing or installed
- This is to remove any remaining folders
2. Removed the following folders once you restart the computer after executing Norton Removal Tool
- C:\ProgramData\Norton Installer
- C:\Program Files\Norton
- C:\Program Files\Norton Installer
- C:\Program Files\Common files\Symantec Shared
- C:\Program Files(x86)\Norton - if you have 64 bit os
- C:\Program Files(x86)\Norton Installer - if you have 64 bit os
- C:\Program Files(x86)\Common files\Symantec Shared - if you have 64 bit os
- Restart the computer
3. Install your version of Norton and then monitor it for somedays and let us know what happened