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Kudos0

Activation after upgrade- NIS

I just upgraded my NIS to the latest version. After I rebooted I am told that my trial version has expired and I need to activate. I tried activating but got a server error that says "We're working to resolve an issue that prevents us from completing your request. Try again later. (-6)". I tried to activate several further times with the same effect. I thought my subscription lasted until early December but when I checked my account it said my subscription ended 12/3/15. Please can somebody clarify this?

Replies

Kudos0

Re: Activation after upgrade- NIS

...sounds like temporary portal issue...sorry, not un-common of late...
try again in a few hours ....No joy..  Please Chat with Norton Support  

Kudos0

Re: Activation after upgrade- NIS

The date will be in USA format so is in fact early December. As far as your other problem is concerned - it's a problem at Norton's end, I'm having the same issue after the upgrade. I've spoken with Norton who have confirmed this and told me they should have a fix within 24 hours.

Kudos0

Re: Activation after upgrade- NIS

Hello

What version do you have now installed? You said you thought your subscription ended in early December.  12/3/15 is December 3 2015 which is early December.

Success always occurs in private and failure in full view. Windows 10 Pro 64 bit Norton Core Security Plus 22.18.0.213 Core Firmware 282 I E 11 Chrome latest version.
Kudos0

Re: Activation after upgrade- NIS

Hi @Dyson Alpha & @darrenk1972,

Sorry about the Norton activation issue that you are facing. I have sent you a private message requesting more info on the issue. Can you please reply to my private message with the details?

Thanks,
Sunil G A
Norton Forums Administrator
Symantec Corporation

Sunil_GA | Norton Forums Administrator | Symantec Corporation
Kudos0

Re: Activation after upgrade- NIS

Thank you Sunil

Success always occurs in private and failure in full view. Windows 10 Pro 64 bit Norton Core Security Plus 22.18.0.213 Core Firmware 282 I E 11 Chrome latest version.
Kudos0

Re: Activation after upgrade- NIS

Thank you for taking an interest in resolving this problem, Sunil. I've sent you a PM letting you know I'm available.

Kudos0

Re: Activation after upgrade- NIS

I've just given Sunil remote access to my PC for about two hours and he sorted the problem! I am extremely grateful. Sunil also generated many log files and error reports that he had sent to Norton to hopefully make an update that will hopefully avoid other people in future with this same problem. From what I understand, it is only a small percentage of Windows 8.1 users who may experience the problem I had.

Thank you so much for your time and knowledge!

Kudos0

Re: Activation after upgrade- NIS

Hello,

I'm having the same problem. There was no problem on my Windows 8.1 computer after the update but my Windows 7 computer will not activate. I've tried using the Norton Removal Tool and reinstalled but it has been giving the same "Server Error" message for several days. I've been using Norton for a decade and have had this problem in the past but it usually will activate within a day.

Kudos0

Re: Activation after upgrade- NIS

Hello

Norton is working on this problem. Logs have been taken. If more logs are needed Sunil will leave you a PM on Monday or leave a post in this thread. He will update this thread when he has any new information. Thanks.

Success always occurs in private and failure in full view. Windows 10 Pro 64 bit Norton Core Security Plus 22.18.0.213 Core Firmware 282 I E 11 Chrome latest version.
Kudos0

Re: Activation after upgrade- NIS

I updated one of our 3 systems, a Dell Laptop with Windows 7 Home Premium, today to the new version of NIS and so far I haven't had any problems. However, I did notice after the restart that as NIS was finishing the update process that a screen quickly flashed that had "Trial" on it. It was there so briefly that I didn't have a chance to read anything but "Trial".

I'm going to use the Laptop as my "Crash Test Dummy"; I don't want to introduce issues into my wife's Desktop computer (Windows 7 Home Premium & Office Home & Business) or my Desktop computer (Windows 7 Pro & Office Professional). I use my computer to backup my iPad, so until I know for certain that I won't have problems with my iPad I don't want to take the chance.

Kudos0

Re: Activation after upgrade- NIS

Hi @Sunil_GA,

I am also facing the same issue after upgrade.

I am using Windows 8.1, after upgrade getting error "Server Error: We're working to resolve an issue that prevents us from completing your request. Try again later.".

Rajeev.

Kudos0

Re: Activation after upgrade- NIS

@Rajeev Z,

May i know what Norton product you have installed on your computer and also can you please post the screenshot of the error message?

Thanks,
Sunil G A
Norton Forums Administrator
Symantec Corporation

Sunil_GA | Norton Forums Administrator | Symantec Corporation
Kudos0

Re: Activation after upgrade- NIS

I am getting the same thing after 24 hours, tried today and still the same thing, I using Win7.

How long will it take to get this sorted?, does anyone know?

Kudos0

Re: Activation after upgrade- NIS

I have again downloaded and installed norton internet security. Its working fine now.

Thanks.

Kudos0

Re: Activation after upgrade- NIS

SOMEONE FROM SYMANTEC ANSWER US AS TO WHEN THIS WILL BE FIXED AS MY/OUR PC'S ARE NOT PROTECTED WITH AN UNACTIVATED PRODUCT DO WE REALLY HAVE TO GO AND SPEND MORE MONEY ON SOMETHING ELSE LIKE KASPERSKY OR BITDEFENDER OR WHATEVER !!!!!

I HAVE 9 MONTHS LEFT ON MY SUBSCRIPTION SO THIS IS VERY ANNOYING AND ALWAYS HAPPEBNS TO ME WHEN EITHER

1) RENEWING MY ANNUAL SUBSCRIPTION

2) UPGRADING TO NEWER VERSIONS

Kudos0

Re: Activation after upgrade- NIS

HOW MANY MORE DAYS IS IT GOING TO TAKE FOR THE SERVER TO CONNECT???

" SERVER ERROR - We're working to resolve an issue that prevents us from completing your request. Try again later. (-6)

Kudos0

Re: Activation after upgrade- NIS

Same issue with me today, WHAT"S GOING OOONNNNN!!! this is infuriating!

Kudos0

Re: Activation after upgrade- NIS

I am currently experiencing this issue also. I'm a fully paid up member on windows 7, but following the update which was deployed to my machine yesterday evening, I am now told that my trial period has expired, and when I attempt to connect to activate it, I'm met with this glorious message:

This does not appear to be a terribly successful update. 

I'm currently in a support live chat session about it, will post any discoveries we make afterwards.


Edited in follow up:

The support chap acknowledged that there is indeed a problem with the servers at their end, and that I should try again in 24 hours. He advised that at this point I should be able to connect to the server, and once I've done that, running a LiveUpdate should resolve the Trial version error.

We'll see how this pans out tomorrow, I guess.

Kudos0

Re: Activation after upgrade- NIS

Still having this issue... spent the whole morning with support even in a remote session.... they couldn't resolve my issue until I had to just leave the session because I was left hanging waiting in Safe Mode for a long time.

Kudos0

Re: Activation after upgrade- NIS

I am experiencing the same issue.

Kudos0

Re: Activation after upgrade- NIS

Issue still happening... I wonder if I should ask for a refund already...

Kudos0

Re: Activation after upgrade- NIS

So I'm back 24 hours later, as advised by the support chap, and lo and behold... still no joy. I am still completely unprotected from the horrors of the internet.

I've been a customer for 6 years now. Entirely by coincidence, my subscription is actually due for renewal next week. Do I continue it.....? Can we please have an update on what progress has been made over the last 48 hours?

Kudos0

Re: Activation after upgrade- NIS

@MTOne, are you getting Activation error with code (-6) or (-1010) on your Norton main screen? 

@visceralrevolt, i have sent you a private message requesting more info the activation issue. Can you please reply back with the details via private message?

Sunil_GA | Norton Forums Administrator | Symantec Corporation
Kudos0

Re: Activation after upgrade- NIS

And now I'm all sorted thanks to @Sunil_GA . Thanks again for the help, and I heartily recommend anyone suffering this to respond to their PMs. 

Kudos0

Re: Activation after upgrade- NIS

I have the same problem activation error (-6) with Norton version 22.5. Try to solve several hours. Didn't know about this Norton forum community. Would have save my time. I am running Windows 7 32bit. After 5 hours, time was running to midnight and nothing solved yet. No firewall, no antivirus protected by Norton. I still have 22 days left in old subscription and 1 year left in new subscription with Norton 360. My other computer is running Windows 8.1 64 bit with Norton 360 version 21.7 and nothing wrong. Don't know how to downgrade to version 21.7. I try installing old version 21.1 from CD but then it gave me error 8505,100 which means that there is something wrong with my installation and asked to installed again. I did Norton Removal Tool several times and went to windows safe mode to remove all Norton related files in program files and program data. Also deleted all Norton in registry. Yet still it doesn't work with 22.5 and with old version trial is ran out and don't accept activation from Norton server either. I even try installing by downloading files from manage norton account, which gives you latest Norton 360 Premier edition. Stills same error.

Since I need my computer, I went and bought Bitdefender total security 2015 for 35 EUR for 3 computers per year. It worked like a charm since beginning. Now I just update other computers and mobile phonbes with Norton (I have multi device for 5) and my computer with bit defender. I have been using Norton 360 for 5 years and no problems at all. Today was the first major and really frustrating.

If admin know how to solve this, please help. I still would like to use Norton 360.

Kudos0

Re: Activation after upgrade- NIS

I have had this error (-6) for two days now - was hoping there is an easy fix. Running Windows Ultimate 64bit and Norton 360 upgraded a couple of days ago and will not connect to my account - just staying on trial.

Kudos0

Re: Activation after upgrade- NIS

Hello,

Try to read this thread https://community.norton.com/en/forums/norton-internet-security-forced-update-fails-activate It has exact same problem and it was solved.

Kudos1 Stats

Re: Activation after upgrade- NIS

Try this thread https://community.norton.com/en/forums/unable-activate-norton-security-0

It has solution.

The problem is an entry in the windows registry.
=> HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Windows\CurrentVersion\Setup\State

here you need the following value: Name: ImageState ; Type: REG_SZ: Data: IMAGE_STATE_COMPLETE

if you have a value like  IMAGE_STATE_UNDEPLOYTE or equal change to  IMAGE_STATE_COMPLETE

After change restart computer, and it should work.

Kudos0

Re: Activation after upgrade- NIS

Worked like a charm - sorry I didn't look at other threads, was only this one I found originally but should of had a better look today!

Thanks for your help Wasabi360

Kudos0

Re: Activation after upgrade- NIS

Hello

Please call customer support for problems with activation with 22.5 They will connect to your computer and problem will be fixed in about 10 minutes.

.Please contact the free chat program by using this link.

http://www.norton.com/chat

Thanks

Success always occurs in private and failure in full view. Windows 10 Pro 64 bit Norton Core Security Plus 22.18.0.213 Core Firmware 282 I E 11 Chrome latest version.
Kudos0

Re: Activation after upgrade- NIS

It has solution.

The problem is an entry in the windows registry.
=> HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Windows\CurrentVersion\Setup\State

here you need the following value: Name: ImageState ; Type: REG_SZ: Data: IMAGE_STATE_COMPLETE

if you have a value like  IMAGE_STATE_UNDEPLOYTE or equal change to  IMAGE_STATE_COMPLETE

After change restart computer, and it should work.

This was the only helpful post. The Norton staff requested to get access to my system to fix this. I'm never comfortable with that no matter who it is. If the fix was this simple why not just tell people instead of wasting time with a remote session. Thanks for this.

Kudos0

Re: Activation after upgrade- NIS

I have the same problem with my Norton 360,it installed an upgrade today,and after the reboot,it said i had an expired trial version,but my sub do not end until next year.

I tried the fix above,but that did not change anything,my pc is now totally unprotected due to this bug.

Guess i have to uninstalle Norton,and install a temp replacement,until this is fixed.

Kudos0

Re: Activation after upgrade- NIS

R.Nielsen: Please run Live Updates till no updates > Reboot > run Live Update till no updates > Shutdown > Start. 
Last I've read.  Please try Chat with Norton Support  seems Norton is aware and working on fix.  Chat Support has become familiar to this issue.  Note: Chat may not be 24/7 your location.
Please post back progress.

Kudos0

Re: Activation after upgrade- NIS

I cannot run any live update after the upgrade,it will not connect to the servers,its stuck at the trial window with the activation button,when i push that,i just get the same picture as the poster above with the server error try again later.

i did try to uninstall and reinstall again,and i got the same error again.

Kudos0

Re: Activation after upgrade- NIS

Please try Chat with Norton Support  seems Norton is aware and working on fix.  Chat Support has become familiar to this issue.  Note: Chat may not be 24/7 your location.

Kudos0

Re: Activation after upgrade- NIS

Nope they are closed until Monday.

So for now its uninstalled and a temp replacement installed for now,so im not without any protection.

Kudos0

Re: Activation after upgrade- NIS

Please see Accepted Solution on this page https://community.norton.com/en/forums/unable-activate-norton-security-0   may not work for you.   Use caution and sorry IDK otherwise.  Hopefully, others will chime in ....

Kudos0

Re: Activation after upgrade- NIS

I tried that solution,but that did not work.

Thx for the suggestion tho :)

Kudos0

Re: Activation after upgrade- NIS

R.Nielsen: Um, can you check for me Network Proxy Settings are at Default.  Just curious. 

Kudos0

Re: Activation after upgrade- NIS

I had the exact same problem - tried the registry fix detailed - it didn't help.

The solution was to manually run Live Update (which failed), and then click the very small writting at the top of the page which says "Run Norton Autofix". The Autofix then said it has fixed proxy settings. I then went back to the main window and attempted to activate again - this time it worked.

I previously removed malware which had set Windows/Internet Explorer Proxy settings (my connection doesn't require proxy settings at all). Although I had manually removed these settings it seems Norton keeps it's own proxy settings elsewhere?

Hope this helps others.

David

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