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Kudos0

While activating my Norton Utilities, I get error 6

Posted: 16-Sep-2021 | 3:44PM · Edited: 05-Oct-2021 | 7:36AM · 26 Replies ·

After updating my Norton Utilities , the software asked me to activate. The key does not work, and the error is 06 invalid key and license. Tried everything called Norton escalated to tier 2 and they still have no clue. It seems their counter froze when the software was installed and un installed. If anyone has the same issue please respond because Norton help desk has no clue they dont know anything regarding the software. They know couple winsock commands which it would never work.

I am giving up on Norton, its been more than a month, next step canceling the subscription, and get a refund for wasting my time,

Labels: Norton Utilities
Accepted Solution
Kudos0

Re: While activating my Norton Utilities, I get error 6

Posted: 20-Sep-2021 | 4:53PM · Permalink

Hello,

Yes it is fixed i can see they regenerate a new key, and the activation was  a success, Thanks for the new key

View Accepted Solution in Context

Replies

Kudos1 Stats

Re: While activating my Norton Utilities, I get error 6

Posted: 16-Sep-2021 | 4:03PM · Permalink

Do you have a stand alone NUP subscription, or is it tied to your 360 subscription? If part of your 360 subscription, be sure you still have automatic renewal enabled. The subscription to NUP is only active while auto renew is turned on for 360.

If you have a stand alone NUP subscription, try entering the key at    www.norton.com/setup .

Kudos0

Re: While activating my Norton Utilities, I get error 6

Posted: 16-Sep-2021 | 5:15PM · Permalink

Auto renewal is on and active. The issue is with the Utilities not Norton Deluxe

"Error 6: whole home license has been violated. Please uninstall from any PCs that are not your home group and try again"

I am only using 3 out 5 Licenses, and it does not work on the old pcs , now its on three, everytime i ran the update norton sent, it wont activate, and give me error 6. Its the counter. deleted and reinstalled several times still does work, and the Help desk is useless so is their tier 2

Kudos1 Stats

Re: While activating my Norton Utilities, I get error 6

Posted: 16-Sep-2021 | 5:38PM · Permalink

Auto renewal is on and active. The issue is with the Utilities not Norton Deluxe

I understand the issue is with NUP. But if you are using it from the 360 subscription with auto renewal enabled, I had to verify that you had auto renewal still enabled.

Just out of curiosity, do you have the VPN in 360 enabled when you try to activate NUP? If so, that could be why Norton thinks you are installing outside your home group. Disable the VPN and try the update again.

Kudos1 Stats

Re: While activating my Norton Utilities, I get error 6

Posted: 16-Sep-2021 | 6:34PM · Permalink

I had the vpn off that was the first thing i did, again the Norton works fine, key is fine its the NUP that wont accept the activation key on 3 of my computers that i am running norton, i still have 2 licenses left, and it only happened after the last update

Kudos0

Re: While activating my Norton Utilities, I get error 6

Posted: 17-Sep-2021 | 6:50AM · Permalink

To confirm, you do have a separate key for NUP? You cannot use the 360 subscription key to activate the NUP product that is attached to the 360 subscripton.

And did you try entering your key at the   www.norton.com/setup  I suggested above? That will initiate a download and install of the product associated with that key. Using that will verify if you are trying to use a NUP key. 

Going back to  "Error 6: whole home license has been violated. Please uninstall from any PCs that are not your home group and try again"  Have you installed NUP on a family member's system that is not located in your home?

Kudos0

Re: While activating my Norton Utilities, I get error 6

Posted: 17-Sep-2021 | 7:20AM · Edited: 17-Sep-2021 | 7:24AM · Permalink

Yes to all your question, i used the NUP key and not the norton key, As i mentioned before, it worked fine with all the previous updates when it required activation this time it did not, and not just one computer all three.

Kudos0

Re: While activating my Norton Utilities, I get error 6

Posted: 17-Sep-2021 | 7:56AM · Permalink

So you have installed on a family member's system that is not located in your home? Try having that user uninstall NUP and see if that frees up the installation for you.

Kudos0

Re: While activating my Norton Utilities, I get error 6

Posted: 17-Sep-2021 | 3:00PM · Permalink

Nope, i have three computers, installed Norton and NUP on them they were working fine, until the last update. Following the update i start receiving error 6 every time i activate the key. I followed all the instructions did everything you thought about it did not work. the fix is simple but on the norton side not my computers.

1 - they reset the key it seems the counter stuck or

2 create new NUP key

the issue is with Norton not my computers or anything i am doing wrong. Norton even recognizes the computers i am using under manage your license it has all three computers there, nothing else

Kudos1 Stats

Re: While activating my Norton Utilities, I get error 6

Posted: 18-Sep-2021 | 5:42AM · Permalink

Other than contacting Norton Support again, and asking for a replacement key, I'm out of ideas. Maybe someone else here will have some insight into this.

Kudos0

Re: While activating my Norton Utilities, I get error 6

Posted: 18-Sep-2021 | 10:10AM · Permalink

I appreciate your help, believe me, i tried the helpless desk more than 10 times, and two phone calls supposedly with tier 2 escalation and they still could not resolve it. I suggested from the beginning this is Norton issue, the Key is no good, or they need to reset it. They are still insistent that  they can resolve it be other means, and they have failed all the times. Presently the ticket is open regarding error 6, and when i go back and talk to help desk they just close the window chat, they dont bother anymore.

As i mentioned the only thing left is canceling the subscription and look for alternatives, its shame though i been using Norton product for over 20 years and this is the first time, i was disappointed. Norton priority now is money (which i paid in full) but the user is nothing but a number to them. Their help desk is useless, and they can not support their own product.

Having said that i appreciate your assistance and help

Kudos2 Stats

Re: While activating my Norton Utilities, I get error 6

Posted: 18-Sep-2021 | 12:06PM · Permalink

I have just escalated your thread. Let's see if that gets any help for you. 

Kudos0

Re: While activating my Norton Utilities, I get error 6

Posted: 18-Sep-2021 | 5:22PM · Permalink

Thank you friend

Kudos1 Stats

Re: While activating my Norton Utilities, I get error 6

Posted: 20-Sep-2021 | 11:23AM · Permalink

Hi @Aoda,

Could you please try to activate again now, and let us know if it works? Thanks. 

-Gayathri

Gayathri R | Norton Forums Global Community Administrator | NortonLifeLock
Accepted Solution
Kudos0

Re: While activating my Norton Utilities, I get error 6

Posted: 20-Sep-2021 | 4:53PM · Permalink

Hello,

Yes it is fixed i can see they regenerate a new key, and the activation was  a success, Thanks for the new key

Kudos0

Re: While activating my Norton Utilities, I get error 6

Posted: 20-Sep-2021 | 7:31PM · Permalink

Thanks PeterWeb for all your help and patience

Kudos0

Re: While activating my Norton Utilities, I get error 6

Posted: 16-Oct-2021 | 4:00PM · Edited: 16-Oct-2021 | 4:04PM · Permalink

I don't understand what happened that 'fixed' the problem for you.

I'm having the same thing happen on one or four PCs.  NUP works fine on three of them,  activated by the same Product Key, but activation on one fails with the 'Error 6' message about 'home group settings'.

I contacted Support about three weeks ago and was assured I'd receive a Level 2 call-back - which never came.  Four days ago, I contacted Support again, and was told the same - again no call-back.  I contacted Support again today and was given the same song, different singer.  

Thinking there may be a ghost in the machinery, I've uninstalled/reinstalled NUP multiple times, and today uninstalled/reinstalled Windows 10.  That only succeeded in giving me between 4 & 8 hours of work to come, configuring my PC to the way it was before.

If you have a different way to help me, I appreciate it knowing about it.

Toyman

Kudos0

Re: While activating my Norton Utilities, I get error 6

Posted: 17-Oct-2021 | 3:47AM · Permalink

It took about 9 weeks but all that was done was a reset of my activation key. I am not sure why it took that long
Kudos0

Re: While activating my Norton Utilities, I get error 6

Posted: 17-Oct-2021 | 6:16AM · Permalink

Toyman:

I don't understand what happened that 'fixed' the problem for you.

I'm having the same thing happen on one or four PCs.  NUP works fine on three of them,  activated by the same Product Key, but activation on one fails with the 'Error 6' message about 'home group settings'.

I contacted Support about three weeks ago and was assured I'd receive a Level 2 call-back - which never came.  Four days ago, I contacted Support again, and was told the same - again no call-back.  I contacted Support again today and was given the same song, different singer.  

Thinking there may be a ghost in the machinery, I've uninstalled/reinstalled NUP multiple times, and today uninstalled/reinstalled Windows 10.  That only succeeded in giving me between 4 & 8 hours of work to come, configuring my PC to the way it was before.

If you have a different way to help me, I appreciate it knowing about it.

Toyman

Did you manage to get NUP to activate after reinstalling Windows?

Did you try my suggestion to enter the product key at    www.norton.com/setup  ?

Kudos0

Re: While activating my Norton Utilities, I get error 6

Posted: 17-Oct-2021 | 6:17AM · Permalink

Bayo:
It took about 9 weeks but all that was done was a reset of my activation key. I am not sure why it took that long

Had you contacted Norton Support to initiate this key reset?
 

Kudos0

Re: While activating my Norton Utilities, I get error 6

Posted: 17-Oct-2021 | 6:51AM · Permalink

Thanks for the reply.

Both the "norton.com/setup" option failed, as did the Windows 10 reinstall.

As an FYI, I've also tried removing all Norton products, and cycling the auto-pay options on 360 Deluxe, then reinstalling NUP.  No success with that either.

The option of resetting the Product Key sounds interesting, although I suspect that has to come from a higher level of Support, but if I'm not getting the promised call-backs from them . . .

Toyman

Kudos0

Re: While activating my Norton Utilities, I get error 6

Posted: 17-Oct-2021 | 7:26AM · Permalink

My experience was horrible to be honest, it was resolved by level 3 support. This was after 9 weeks of calling them and even threatening to cancel my subscription. Patience is the name of the game
Kudos0

Re: While activating my Norton Utilities, I get error 6

Posted: 17-Oct-2021 | 8:01AM · Permalink

@Toyman

I have escalated your posts to try to get you the same help provided to Aoda.

Kudos0

Re: While activating my Norton Utilities, I get error 6

Posted: 18-Oct-2021 | 12:50PM · Permalink

Thanks.

Kudos1 Stats

Re: While activating my Norton Utilities, I get error 6

Posted: 18-Oct-2021 | 1:04PM · Permalink

RESOLVED! Note, I didn't say 'solved'. I finally got a call from upper level Support. To make a long story short, the steps that seemed to work were to simply remove NUP from 2 of the 3 other PCs it was installed on, and then reinstall it on the problem machine first. That resulted in successful activation. Then I reinstalled it on the other 2 machines and it worked on both of them also. I don't understand why the order of installs would make a difference and asked the tech. His answer - 'he didn't know either'. For those who are curious, I paid attention and the Product Key used for the reinstalls was identical to the one I used before. Unless the tech did something on his end that allowed a successful install, I have no idea what changed except the install order - and the fact I still have a lot of work ahead setting up my machine from the Windows 10 reinstall :( Toyman
Kudos0

Re: While activating my Norton Utilities, I get error 6

Posted: 19-Oct-2021 | 9:33AM · Permalink

@Toyman

Thanks for posting back with the details of this resolution (not solution) to this issue. This can definitely help others that might see this error. 

Kudos0

Re: While activating my Norton Utilities, I get error 6

Posted: 19-Oct-2021 | 2:44PM · Permalink

I don't understand why the order of installs would make a difference 

I just thought of an other strange installation/activation issue I ran into in the past. Two Norton apps could not be activated unless installed in the correct order. It made no sense, but once the workaround was discovered, it helped a number of users here.

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