08-31-2012 12:40 PM
I bought my Hp 2/14/12 and it had a free trial for 60 days, on 04/08/12 I installed a new Norton Interent Security 3 PCS disk.On 8/2212 I got an email stating "Security Alert" your security has EXPIRED there was an error 8504,104, I went to Norton websight and downloaded and ran Norton Power Eraser and followed the instructions - my computer went blank- I was able to reset to an earlier date and tried to redo my Norton, Big Mistake--lost--everything ! I tried again and reset everything to the beginning. I need help as I don't know what to try next for fear of losing everything again. Please Help.
Solved! Go to Solution.
08-31-2012 03:40 PM
I don't know what has happened but the Norton Power Eraser canbe detructive if you don't know how to handle what it does -- not your fault: there have been a lot of complaints.
Based on this message here:
I suggest you try the Norton Remove and Reinstall Tool which will uninstall your Norton Internet Security, clean up and automatically download from your MyNortonAccount a preactivated copy of the nearly current NIS ...
Here is a link to the new Norton Remove & Reinstall tool that, like the older Norton Removal Tool removes most Norton Products from your system, but the newer tool uninstalls the Norton products from your computer and reinstalls the latest version of your Norton security product.
Please let us know how you get on or if you have any queries ....
08-31-2012 06:16 PM
What Norton product was included for the trial?
If you have restored your computer with the factory reset from HP, you may need to uninstall the trial before installing your new NIS.
Let us know what you had, and we can guide you.
08-31-2012 06:57 PM
Thanks, for your quick reply ! I had to do a system recover and now it doesn't show that I have or (had) a subscription, ? Norton now comes up like new with 60 day trial.. I know with removal I should lose that I'm just worried on the reinstall...not accepting the product key..will I have a problem ? I looked on Norton and it doesn't show my last account 4/10/12 when I installed my Norton ??? (MyNortonAccount a preactivated copy of the nearly current NIS ..) is what I'm worried about.. Sorry just nervious on losing everything again..Thanks for your help..
08-31-2012 07:55 PM - edited 08-31-2012 07:58 PM
When you installed the NIS you purchased, did you ever enter the product key into your program?
If you can log into your Norton Account, look for a Download button beside your current subscription. Click that and it will download and install a preactivated copy of your NIS.
If you cannot find your current subscription, the one you added later, you can contact Norton Support via online chat. They have the necessary tools to access the subscription databases and fix issues.
You can find them at www.norton.com/chat
Let us know how your get on.
BTW You should not have used the Power Eraser for an expired subscription notice. That is a very powerful tool that as you found out can do more damage than good if not used under supervision.
09-01-2012 04:28 PM
Glad to see you found a solution.
Can you tell us which of the suggestions of the solution post did the trick? That way others can learn from your experience.
09-01-2012 08:59 PM
I had to reset my computer as new,I deleted Norton off my computer completely and then re entered my disk, it went thru perfectly ! I did find out when it went thru with the product key it was in my daughters registration as she entered hers first ( we bought Norton 3PCS) I kept looking for my subscription -now I know why it wasn't there! Doing the power eraser was the worst thing I did, as I lost everything ! This community was the BEST help ever ! Thank You !!!!