Norton Internet Security / Norton AntiVirus

[Starhammer]

I got the offer to udate my Norton Internet Security 2009 with an active subscription to NIS 2010.

The upgrade install goes fine except that it does not carry over my 2009 subscription (which has something like 83 days left on it) and wants me to activate the 2010 version which shows as a 15 day trial version upon upgrade installation.

It cannot connect to the activation server to activate. (I also don't like the fact that it's obviously going to eat one of my product activations.)

I let Norton customer service remote-control my computer for about 4 hours two days ago trying to resolve this, which they didn't really do anything that I wouldn't have done myself - it pretty much consisted of them repeatedly uninstalling/reinstalling the product to no avail.

They did try some alternate activation procedure which also failed.

Ultimately they uninstalled the 2010 version and reinstalled the 2009 version and said try again in 24 to 48 hours, we're sorry - which I did only to have the same problem.

So, what's up with this and is there a solution?

[Yaso_Kuuhl Norton Fighter]

Hi Starhammer, welcome to the Norton Community :-)

I'm sorry to hear about the trouble you have been experiencing. Do you remember whether Customer Support removed NIS 2010 with the Norton Removal Tool - which was updated only very recently (about a day ago) to enable proper removal of Norton 2010 products?

Also, what kind of operating system and service pack does your computer run on? Do you have any other security software?

Message Edited by Yaso_Kuuhl on 09-11-2009 10:49 PM

[Floating_Red]

Hi,

Sorry to see you're having Issues.

How did you un-install N.I.S. 2009: Did you let the Norton 2010 installer do it (Recommended), or did you use the N.R.T.?  This can sometimes happen when you use the N.R.T., which is why it is always handy to have a hard copy of the Product Key.  If you have a Norton Account, then this stores all this information.

[Yaso_Kuuhl Norton Fighter]

Floating_Red:

Some customers have actually been having problems with the over-install method, from lags during the procedure to being unable to activate the product because of the message, "No response received from the Symantec Server" popping up. Running the removal tool solved the problem. That is why I want to know whether the Customer Support used the removal tool or uninstalled NIS 2010 and NIS 2009 via the control panel.

Starhammer:

Ultimately they uninstalled the 2010 version and reinstalled the 2009 version and said try again in 24 to 48 hours, we're sorry - which I did only to have the same problem.

Are you experiencing this problem with NIS 2009 as well, or did you try reinstalling NIS 2010 after the 24-48 hours, and encountered the same problem in NIS 2010 again?

Message Edited by Yaso_Kuuhl on 09-11-2009 11:11 PM

[Floating_Red]

---

Yaso_Kuuhl wrote:

Floating_Red:

Some customers have actually been having problems with the over-install method, from lags during the procedure to being unable to activate the product because of the message, "No response received from the Symantec Server" popping up. Running the removal tool solved the problem. That is why I want to know whether the Customer Support used the removal tool or uninstalled NIS 2010 and NIS 2009 via the control panel.

Message Edited by Yaso_Kuuhl on 09-11-2009 11:07 PM

---

This could be one of two things:

01. symantec are having Server Issues.

02. The Norton Product had a Bad Install.

Has there been any Solutions on the Threads you've seen to these Issues?

___________________________________

To the O.P.: Please can you Run the Auto-Fix Tool by: Opening your Norton 2010 Product > Help & Support > Get Support > When the Support windows Loads, click on Begin Support Session, which should start by Running the Auto-Fix Tool.

Message Edited by Floating_Red on 09-11-2009 10:17 PM

[Yaso_Kuuhl Norton Fighter]

Floating_Red:

I am strongly inclined to think that it is a bad install. We had best wait for more information from the original poster before getting carried away by speculations. 

[Starhammer]

To try and answer all of your questions:

The OS is Vista Ultimate 64 service pack 2 with all of the latest updates

I am not running any other security software

When they tried to run the norton uninstall tool it would not work with 2010 so they just did manual uninstalls/reinstalls from control panel

Upon removing 2010 and reinstalling 2009 '09 functioned fine and recognised my subscription with no problem, did not ask me to activate etc.

When I run auto-fix on the now reinstalled 2010 it reports that everything is functioning normally.

Message Edited by Starhammer on 09-11-2009 04:40 PM

[Yaso_Kuuhl Norton Fighter]

Thanks for the information, Starhammer.

This sounds like an unclean installation issue, and would require the running of the Norton Removal Tool (which is why this method is called "clean" installation). 

From what you have told me, the removal tool wouldn't work with NIS 2010; what would happen? In what way did it not work? I recall another poster saying that NIS 2010 had actually ended up stuffing the removal tool into quarantine.

Message Edited by Yaso_Kuuhl on 09-11-2009 11:40 PM

[Floating_Red]

---

Starhammer wrote:

To try and answer all of your questions:

The OS is Vista Ultimate 64 service pack 2 with all of the latest updates

I am not running any other security software

When they tried to run the norton uninstall tool it would not work with 2010 so they just did manual uninstalls/reinstalls from control panel

Upon removing 2010 and reinstalling 2009 '09 functioned fine and recognised my subscription with no problem, did not ask me to activate etc.

---

Thank-you for providing the information asked for.

Since re-installing N.I.S. 2009, have you attempted to Upgrade to N.I.S. 2010 again?

[Starhammer]

Yes I've re-upgraded to 2010 and the issue remains. Upon installation of 2010 it sees itself as the trial version and is unable to connect to the activation server.