Hi Adam,

Welcome to the Norton Community. Which Norton product do you have? What is the version from Help > About? Did you first uninstall the Norton product from your old computer? This needs to be done while online so that it can communicate to the Symantec server that you have now uninstalled it.

Similarly when installing on your replacement computer it should allow you to use the same product key since your Norton Account should have been updated after the first step.

If you have uninstalled from your old computer (while online) and still cannot activate your Norton product, then yes you should visit Customer Service. This is the link for customer service in the US, you can also select another language if you need it. I recommend the Chat option as you will get better response time.

Best wishes.

Allen

Hello Adam

I would like to add on to Allen's post. If your new computer came with a preinstalled security program, you have to remove the preinstalled program before you attempt to install your Norton program. You should use the add/remove method in your control panel or what is the newer version of add/remove and then use the removal tool from the makers of the preinstalled security program. This is all assuming that your new computer came with another security program installed..  Thanks.

thanks for the replys, the only problem is i cant get on my old laptop due to the screen being cracked from me stepping on it (accidentally) so their is no way for me to uninstall it from my old laptop.

adam

Connect an external display and see if you get anything on it...

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minijarvis wrote:

thanks for the replys, the only problem is i cant get on my old laptop due to the screen being cracked from me stepping on it (accidentally) so their is no way for me to uninstall it from my old laptop.

 

adam

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Hi Adam,

Totally agree with Floplot. Customer Service can take care of this for you. They have always been very good about this sort of thing.

Please let us know how it goes.

Best wishes.

Allen

After you sort out the activation via Customer Support as suggested already, if you need help in recovering files from the screen-damaged laptop I suggest you post a message here in the Tech Outpost forum which is intended for computing problems not connected with the Norton products.

It shold be quite easy for you to get those files if you need them and don't have full backups outside the broken laptop already.

minijarvis-

what type of internet is it? dsl? what method are you using to connect? oh and do you have a proxy?

;]