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Kudos0

Cannot connect to symantec server

Okay so I just bought the newest Norton Security and downloaded and installed it onto my Sony Vaio laptop with windows 7 and it says "trail version has expired need to activate it now" and I push activate now and another screen pops up saying communicating with symantec server. Then it says "cannot connect to symantec server, try again later" I have been trying all day. I activated it on my i phone but it wont on the laptop and with out activating it I am unable to use any of the protection leaving my laptop at risk. So if someone could please help me that would be wonderful!! Thank you. 

Replies

Kudos0

Re: Cannot connect to symantec server

Have you been able to activate NS yet?

Maybe contacting Customer Support will help.  www.norton.com/chat

A little bit of knowledge is... well a little bit of knowledge.
Kudos0

Re: Cannot connect to symantec server

Have you restarted your computer?

Things happen. Export/Backup your Identity Safe data.
Kudos0

Re: Cannot connect to symantec server

I have exactly the same problem. I purchased the new Norton Security, installed it on my laptop, then followed the instructions to install it on a second computer (desktop). The desktop goes through the install process but when it gets to the "Connecting to Semantic Server" it fails to connect.

I contacted Live Chat last night at 9:30pm and for the next three hours several techs took control of my computer but failed to fix the problem. They quit at around 12:30am in the morning. I am going to contact them again tonight.

Funny thing is that I installed BitDefender free trial today and it worked fine. I uninstalled that and loaded Avast again with no problem. I uninstalled that too because I want to stay with  Norton.

Kudos0

Re: Cannot connect to symantec server

I hope you have run the Bitdefender and avast removal tools before installing Norton.

http://www.bitdefender.com.au/support/how-to-uninstall-bitdefender-333.html

http://www.avast.com/en-au/uninstall-utility

Any others AV's you had installed also need their removal tools run before installing Norton.

A little bit of knowledge is... well a little bit of knowledge.
Kudos0

Re: Cannot connect to symantec server

Yes I've done that. I used the products removal tools. Then I ran Ccleaner to clean out the registry for other junk. It puzzles me as to why it loads the entire Norton program but balks on Activation which is what I think the "Communicating with Symantic server" is all about. Just guessing here...

Kudos0

Re: Cannot connect to symantec server

Thanks for confirming.

Since it is an activation error it sounds like a job for Customer Support.  There's not much we, as users just like yourself, can do with your account.

A little bit of knowledge is... well a little bit of knowledge.
Kudos0

Re: Cannot connect to symantec server

Look on the main Norton Security screen at the top right to see if you are signed in to your Norton Account. If you are, click on your name and click Sign Out. Restart your computer and try accessing the activation again.

Things happen. Export/Backup your Identity Safe data.
Kudos0

Re: Cannot connect to symantec server

This sounds like the same problem I experienced while trying to activate a NIS2014 subscription recently.

I found that I could get past the activation problem by doing the following...

This works under the condition that -

On the activation dialog box, you are being shown your Norton account ID (email address already pre-entered)  and you're only being asked to enter your Norton account PW.

If that's the case -

Try using the option link on the dialog box for entering a different ID (changing the email address).  On the next dialog box just reenter your same Norton account ID (email address) and your account PW where prompted.

Hope this works for you as well as it did for me!

John

Edit - Sorry Peter, you beat me to it.  I think the problem may be one-and-the-same, and either method usually works to resolve it.

Kudos0

Re: Cannot connect to symantec server

Thanks for the replies but I don't even get that far. After it goes through the install process I'm left with a dialog box in the middle of my display that says "Communicating with Symantic Server" with a moving scroll of dots indicating it's doing something.

After about 3 minutes I get the message "Cannot connect to the Symantic Server" "unexpected browser error" and the only option is Retry or close. After closing I have a Norton shortcut on my desktop and another in the taskbar. Neither will open.  

The original install was on my laptop and that's working with 366 days remaining.

Kudos0

Re: Cannot connect to symantec server

I will be in chat with them in a few minutes. Hopefully it won't be another 3 hours.

Kudos0

Re: Cannot connect to symantec server

I had the same problem last week but with a different result. After I got the cannot connect screen I closed it and the program kept installing and I got another window to sign into my Norton Account. On one of the screens that opens your  account there in the lower left hand corner is a click-on to enter your license key, which I did. Maybe that's why my install was successful. I just ignored the first can't connect page ,closed it and kept on with it.

Kudos0

Re: Cannot connect to symantec server

hok:

I had the same problem last week but with a different result. After I got the cannot connect screen I closed it and the program kept installing and I got another window to sign into my Norton Account. On one of the screens that opens your  account there in the lower left hand corner is a click-on to enter your license key, which I did. Maybe that's why my install was successful. I just ignored the first can't connect page ,closed it and kept on with it.

Hi hok,

This could help me in the coming week when I will have to activate my license for NS 30-day trial installed three days ago. 

Sandro
Kudos0

Re: Cannot connect to symantec server

Didn't have a chance to call tech support yesterday but will try today and post the result. One thing I noticed is that the laptop (that has a working copy of Norton) has the same number of files that the Desktop (that has a non working copy) has.

Also, when I open Norton on my working laptop it tells me I have two installs but one has issues. I'll be back....

Kudos0

Re: Cannot connect to symantec server

My desktop has the same problem, installed on 3 other computers with only minor hiccups (killed wifi on one laptop and the graphics driver on another)fixed both with a restart.  But this one a desktop, won't proceed past the can't connect to symantec server page.  If I cancel or close I'm left with 2 unusable icons as the poster above.  Connection to the internet works fine for my browser and other programs, even tried hard wiring the desktop into my network, did not help, same error.  Running windows 8.1. NIS 2014 installs and works fine, only this new piece of work won't install, same installer was used on all 4 computers.  This sucks, now I have to go back to the old version and don't get what I paid for.

Kudos0

Re: Cannot connect to symantec server

I still haven't had the time to call them back but tomorrow (Friday) I intend to spend whatever it takes to get it fixed. If this can't be resolved I'm going to demand my money back, cancel my subscription, and go with another brand that works.

I will post my results tomorrow.

Kudos0

Re: Cannot connect to symantec server

Dslabbekoorn

Is the last device the only one with Win8? 

An issue with Windows 8/8.1 is the Fast Start feature. With this enabled, you never actually get a full shutdown, which is needed by Norton, and other programs, every once in a while to fully update itself. See this information from Windows Eight Forums on how to turn off this feature. http://www.eightforums.com/tutorials/6320-fast-startup-turn-off-windows-...

See if a complete shutdown and restart will fix this for you.

Things happen. Export/Backup your Identity Safe data.
Kudos0

Re: Cannot connect to symantec server

And now, after removing Norton Security with Symantec's own tool, I cannot install any Norton product.  I have valid licenses for NIS 2014, NAV 2014 and Norton 360 from Comcast, none will install with a functioning version.  NIS and NAV look like they install but all icons are non-functional.  Can not believe the grief installing this product has given me.  Got it off the desktop with the removal tool, I think, and put Bit Defender Internet Security (trial) on it.  Works perfectly, no problems installing or running.  Symantec messed up the installer of this version, if I didn't know computers as well as I do I would have been dead in the water on 3 of 4 installs, killed wireless, killed graphics and touchpad, locked up install with no way out except a three fingered restart.  Symantec, fix this.  Oh, and the Norton account site returns only blank pages when it doesn't give an error message with no explanation of what the error is. Neither of my 2 accounts work at all, no access.  I only got this far with the help of the forum and people who have had issues before me.  Never had problems with Norton, up to now.

Kudos0

Re: Cannot connect to symantec server

Did you look into the Fast Start issue with Win 8?

Things happen. Export/Backup your Identity Safe data.
Kudos0

Re: Cannot connect to symantec server

Don't know who your referring to but I'm with three techs now and going on 2.5 hours. Add that to the 3 hours last week and we are up to 5.5. Still will not work as we speak but their still at it......

Kudos0

Re: Cannot connect to symantec server

Well guys that's it.

After 4 hours this afternoon, 3 hours earlier in the week, and with 3 different techs and 2 different tiers, they finally gave up. They ran dozens of scans, installs, and uninstalls, changed windows properties and permissions, and finally arrived at the conclusion that there is something wrong with my Windows 7 (64 bit) operating system running on a Dell Studio Desktop PC but don't know what it is. Being tired at this point, I asked for a refund and got it without a problem. The tech sent me an email with a refund number and I will get a credit back to my charge card.

This was somewhat sad since I've been a Norton user since there was a Norton and I know I will miss the little yellow circle that sometimes became a square.

I downloaded the trial version of Bit-Defender and it installed without any user intervention in less than 10 minutes including the time it took to automatically uninstall Norton Security. It then told me the install was successful and encountered no issues. I ran the updates and scans which reported no problems found and I now have a blue square where the yellow circle was.

Sadly, I believe the problem is not with my computer but a poorly written Norton Security 2015 that is bumping into something inconsequential that doesn't affect computer performance or security risks. The old Norton 360/One was running fine for almost the entire 2014 year but I let the subscription lapse just so I could buy the newer Norton Security version.

Goodbye Norton. You were a good product that never let a virus get me.

Kudos0

Re: Cannot connect to symantec server

rms59:

Well guys that's it.

After 4 hours this afternoon, 3 hours earlier in the week, and with 3 different techs and 2 different tiers, they finally gave up.

After all that tech support ~ I hope your system is okay.
Best of luck

Kudos0

Re: Cannot connect to symantec server

Hello rms59

Are you sure that your version was for more than 1 pc? There are some versions out there that are for 1 pc only. Check and see if it is for more than 1 pc.

Success always occurs in private and failure in full view. Windows 7 Pro 64 bit NS with BackUp 22.11.2.7 Core 213 I E 11
Kudos0

Re: Cannot connect to symantec server

Yes, it was for 5 devices.

Kudos0

Re: Cannot connect to symantec server

I have tried the solutions offered in the fast shutdown artical, but it made no difference. Tried complete removal and re-install with Norton removal tool, ccleaner and Norton utilities in between. It still hangs at "communicating with symantec servers" fails and neither choice (retry or cancel) gives a usuable product. Nothing happens with any Norton product at this point. Finnaly got a Norton account going for the other 3 computers and the are all working OK now, but I still can't log into the account, it just displays "Error" with no explanation or a blank page. All 3 computers log into it though and Norton Security works fine on all of them. Does not seem to matter how I try to log in, from the program itself or going to the websight and trying from there. This is very frustrating, and yes the version of Norton Security I have is for 5 devices and I've only used 3. Sounds like this is a problem with their install code and I'm (we're) not the only ones effected. Amazon's reviews have several people with install/login issues as well. May just have to run some other program this year. :(

Since I got mine from Amazon and already installed it on 3 of 5 computers, refund is not an option. Don't like to run 2 different security products on my network, but seem to have no choice this year.
Kudos0

Re: Cannot connect to symantec server

It does not matter where you bought the product or if it has been installed already. As long as it has not been 60 days you can get a refund. The installed keys will be deactivated and the product will cease to function.

Contact Support via chat to start the refund process.  www.norton.com/chat

Things happen. Export/Backup your Identity Safe data.
Kudos2 Stats

Re: Cannot connect to symantec server

I encountered more or less the same problem in attempting to load the trial version of Norton Security.  Gets to the part where the software attempts to contact the server, then gives the aforementioned message about being unable to contact the server.  Afterward, it seemed to get a bit further, and got stuck in kind of a loop where it would ask me for my login information (Norton login ID), but when I attempted to enter it,it would loop back to the server error message and to the login boxes. After several rounds with this (uninstalling with the removal tool, and then attempting the reinstall again with the same results).  I decided to try to contact Norton by chat.  Not surprisingly, at this point, I found that the chat function was either offline or nonfunctional (checked pop up blockers and the whole nine yards in three different browsers - no joy, which particularly annoyed me since no security software at all was loaded at this point).  From there I tried phone support, and the message was that phone support was unavailable.

I've been with Norton products for awhile now, and even tried to convince others to reconsider Norton after they had bad problems with system slowdowns from the resource hog that Norton used to be.  For some years it was a seamless experience for me.  For this reason, even though I think that the introduction of Norton Security as a new product for which Norton users with active keys found little to no consideration, I thought to try this product to see whether it might be worth the difficulty (as well as the expense) of shelling out for a new license (and it really not helpful to tell me to wait out the term of my old license - clearly Norton considers the new version to be a superior product - which makes me feel as though my loyalty to the product has only resulted in being viewed with little regard by the company).

So I'm done for now, and have begun investigating the other options.  Currently running a trial of Bitdefender Internet Security, which loaded without issue, is blessedly quiet without any hit on system performance, and actually executed a full system scan in a shorter time than my previously installed Norton product (IS 2014).

This is not an ad for the product.  It is, however, an effort to get someone to listen, and to say that a competing product has given me something to think about in the vacuum that was provided by the problems encountered in the account given above.  It is an opportunity provided to their competitors by their poor execution of the introduction of Norton Security.  Should I choose to go with the competitors, I'm fairly sure Norton won't miss my paltry subscription fees.  But they shouldn't let it happen too often . . .

Kudos0

Re: Cannot connect to symantec server

I bought a key from Amazon today.I was getting the same server connection issue during the setup but I managed to solve it.

1) Uninstall Norton Security and restart the computer.

2) Visit here and ONLY here to download the installer

https://manage.norton.com/setup

The page will ask for your serial.Type it in, answer other questions and create an account if you need to.It will create a custom installer for you which is only 1MB in size.Download and install it.At the end you should have a fully functional Norton Security.

Kudos0

Re: Cannot connect to symantec server

As a postscript to my above posting, I spent more than 2.5 hours with tech support personnel today trying to resolve this issue with Norton Security.  The conclusion of the matter, after remote activities, loadings and reloadings, etc. was that they were unable to load Norton Security onto my system, and that it would probably be an end to the matter for the present.  It is important for me to say that tech support was competent, and cordial, and so I do not fault them for the outcome.  I am also aware that software of any type is complex, and to load it onto an near infinite combination of systems with various software setups has to be something of a nightmare for coders.

That being said, I am left with the only alternative being to go to the competitors, and use their product, which is still functioning quite nicely, though they were not, as is apparent, my preferred choice.  I think that this is the first time (since the Commodore 64) that this was the final conclusion of a similar matter.

Kudos0

Re: Cannot connect to symantec server

There are still deals to be found, for NIS and 360. Worth shopping around, if you want to stay with Norton.

NIS 2014 aka V21, works just fine.

Windows 10 X64 Fall Creators Update 1709
Kudos1 Stats

Re: Cannot connect to symantec server

I had the same issue on my HP note book. Installed on two desktops but "could not connect to Symantec Server" and "could not activate".  I tried the chat support. The first support agent tried and could not get it to work.  It was than sent to a support manager and he/she got it to work.  I watched as they took remote control of my computer.  I have no idea what was done but it works now.  It is a fixable issue.  I guess you need to get past the first support level and get to a case manager.

Kudos0

Re: Cannot connect to symantec server

Let me start by saying that I am happy that they were able to get it to work for you.  I don't want you to consider this an antagonistic post, especially since I am no longer directly involved with trying to get the product installed.  However, I'd like to say that in all the time and remote sessions in which they tried to remedy the situation, they were not able to get it installed.  As far as whether this is a fixable issue, it may very well be, but you'll forgive me if I was not personally convinced. particularly after the techs more or less threw up their hands and said that they were at a loss.

Now, just a friendly (though it may not seem so) suggestion.  Find out what they did to get it running and write it down. I myself wouldn't consider it a fixable issue until the software itself is altered to accommodate the significant number of users that have experienced the problem.  Here's why.  In my own history with the earlier product (NIS), several times in each renewal period, I have had, for one reason or another, to reinstall the software.  This, in and of itself, was not a problem.  Issues arose for various reasons, as they tend to do with even the most well written and tested programs.  In several instances, it was because something occurred with an update, and there were other minor issues.  In each case, the reinstall was seamless, and I was up and running in a few minutes.  If I would have had to spend the amount of time that I did with the latest product (NS) trying to get it installed, along with the necessity of an escalation to a second level case manager every time I needed to reinstall it, I would have abandoned the product long before now.

But, of course, each of us is only speaking from his own experience, and I'm gratified that your efforts came to a successful conclusion.  I wish you only the best.

Kudos0

Re: Cannot connect to symantec server

I emailed the case manager and was told "The issue occurred because Norton's cache folder and files were corrupted.  Hence, we deleted them to fix the issue."

As the error said it was a connection issue I plugged my notebook in to our network connection so rule out any possible issues with my wifi (which has never been an issue) just to be on the safe side.

Kudos1 Stats

Re: Cannot connect to symantec server

The information is much appreciated in event that at some time in the future, I attempt an install again.  At least I will know something that will give the techs some direction to consider.  I don't know if this has any bearing on my own case, but the techs did several wipings of every vestige of Norton Security (and, in an effort to attempt something new, Norton Security with Backup) by remote during my protracted session with them.  Still the problem returned every time they reloaded everything.  They did so many alterations that in the end, after they acquiesced, I had to wipe the entire drive and begin again with a disk image that I created shortly before my attempt to load NS.  Both unfortunate and unpleasant.

In any case, my current security solution is functioning extremely well, so I'm probably not likely to attempt it again any time soon.  Thanks for the update.

Kudos2 Stats

Re: Cannot connect to symantec server

Hello,

i found a 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.

breaker36

Kudos1 Stats

Re: Cannot connect to symantec server

Try the following work around to get Norton Security activated if your trial version of Norton Security has previously expired and you are getting the error "cannot connect to Symantec server, try again later" error when trying to activate your new subscription. - Uninstall Norton Security or Norton Security with Backup - Download and install an older 30-day trial version of Norton that you have never used from a link below . Norton antivirus www.norton.com/latestnav Norton Internet Security www.norton.com/latestnis Norton 360 www.norton.com/latestn360 -Install the old version and then when complete, log into you Norton Account. -Once you have logged into you Norton Account, run the setup for Norton Security again. - The installer should remove the old version, install the new Norton Security product and activate using your previously entered Norton Account credentials. - JDG

Kudos1 Stats

Re: Cannot connect to symantec server

Step 1, download the Norton Removal Tool and remove all Norton programs.

Step 2, install Norton Security using the link norton.com/latestns

I did these steps on 2/11/2015 on 2 PC's and it worked both times, the Norton product is installed and working correctly.

Kudos0

Re: Cannot connect to symantec server

I was able to install successfully the trial version of NS on my Win 7 SP1 HP laptop after receiving the dreaded "Cannot connect to Symantec Server" message.  I was running Norton 360 prior to the installation.

Downloaded trial NS-TW-22.0.0-EN-US.exe and ran it - note this automatically uninstalls Norton 360.  The install asks for a restart, which I did.  At this point, I got the 'cannot connect' message.  I also noticed that I can't launch Firefox, IE, movies, solitaire, process explorer. I can see solitaire and process explorer in Windows Task mgr, but can't see their windows. 

The Cancel button on above msg window does nothing.  Closed the window manually instead.  Did a reboot - this fixed the program launch issue.

Run Norton Security - screen opens asking me to activate the program.  Now I get this very misleading message, implying the trial period had expired:
"Licenses Available
You are not eligible for a trial for this version of Norton Security because you have already tried the product.
You have a subscription with available licenses. To use the existing subscription to activate this product, click Next.

Norton Security |Trialware |Expires 03/14/2015"

So I simply clicked on the Next button and NS opens with 29 days remaining....

Kudos0

Re: Cannot connect to symantec server

This exact same thing happened in the Mac beta version. I personally think it's a bad cache causing invalid links and the fastest solution was to reinstall with a newer version or the previous version (if you don't want to play around with the cache). I can't believe the same thing happened twice though (except now affects both Win and Mac release version).... Same solution of reinstalling. I still have feel like LiveUpdate plays a key role in this problem the more I see it happen since beta versions. The worst is when LiveUpdate kills itself and can no longer update anything yet it still passes a false successful update.

Kudos0

Re: Cannot connect to symantec server

I also have had the same problem with this error of cannot connect to Norton server.  I purchased the product in Oct of 2014, downloaded it on to one laptop using Windows 8, a PC running XP, and an Android phone with no problems whatsoever.  But when I tried to download to another laptop running Vista, I got the error.  I've gone thru 4 different Norton high-techs, each one spending no less than 3.5 to 5 hours trying to fix it.  Each time they thought they had it fixed, it would fail again.  They have now said there is no fix for it and can't tell me why.  I purchased the product to load on 5 different devices because I need it on all of them.  This is really sad for a company like Norton, whom I've used for many years, has to say they can't fix it.  I was led to believe by all techs that it had to do with my laptop, not the product.  One tech even told me that I should hurry up and back up everything on that laptop because it was probably going to crash very soon as it had a bad hard drive.  I know now that he was feeding me nonsense.  I had no idea till this forum that so many others have had the same problem.  If anybody ever resolves this issue, I hope it gets posted soon.  Thanks so much for this forum as I really was going to trash that laptop and am very glad now that I didn't.

Kudos0

Re: Cannot connect to symantec server

Hello nanalehew

Welcome to the Norton Community Forum

Does your Vista laptop meet the minimum requirements for the program to run including having the latest service pack? Did you have any other security program installed in it? Do you have any other security programs installed now in it? What browser are you trying to install it with? Are you trying to install it from your Norton Account/Management account? There is an intermittent server issue for about a couple of weeks now that is affecting the Management portal as well as some other parts. This might be affecting your attempts to install it on the laptop. Have you run a scan disk to make sure that the hard drive is ok? Have you run a scan to check if your Vista windows files are ok? Sorry for all the questions, but trying to get some background information. I can't see your laptop or what these techs tried to do to get it installed. The download may have become corrupted also.

Success always occurs in private and failure in full view. Windows 7 Pro 64 bit NS with BackUp 22.11.2.7 Core 213 I E 11
Kudos0

Re: Cannot connect to symantec server

Every question you asked was answered with what each of the techs did when they took control of my laptop to try and fix the  issue. They each gave up after several hours.  So I don't know what to do now. I'm very frustrated especially since it works just fine on my other laptop and pc.  That laptop has no computer issues other than the Norton issue. I will accept any help I can get to keep from having to purchase another product just for that laptop. Thank you

Kudos0

Re: Cannot connect to symantec server

Since my post in December I have had to purchase a new desktop.  I asked the sales person about the Norton products and how they stack up with the others utilities out there.  I was told Norton is a resource pig, and it is, but if you have to have to use Norton just use Norton Antivirus.  My new computer came with windows 8.1   I was advised to use Windows defender (which is a quantum leap above that with windows 7 in the area of virus protection) and Malewarebytes Anti Malware as a second line of defense.  No more Norton.  I don't want to start a conversation about what level is security is best, this is just one man's (I mean person's) comment that is working quite well for me.

Kudos0

Re: Cannot connect to symantec server

Hello nanalehew

I realize that you are frustrated after having all those techs accessing your laptop and not being able to install your Norton product after the program had installed successfully on your other devices.. You did contact Norton support by using our free chat service? We have had a few users who thought they were speaking to Norton Techs when they weren't.

What went on between you and the techs I do not know other than they said they couldn't install the product. I don't have any way to see what those techs did, so I have to start at the beginning. I don't know what your Vista laptop is like. We can't try to help without some basic information. Sorry about that.

Success always occurs in private and failure in full view. Windows 7 Pro 64 bit NS with BackUp 22.11.2.7 Core 213 I E 11
Kudos0

Re: Cannot connect to symantec server

Yes, I did use the Norton free chat service.  I always started out with what I'm sure were first level techs.  I can always tell from their "scripted" text that they were only doing what they were trained to do.  I do have copies of the chat sessions from each time I used the chat service.  Each time I used the chat session, I ended up being sent to a level 2 and one time even a level higher than that, by the first tech that tried to fix the issue and couldn't resolve the issue.  I believe each one did whatever they were trained to do.  But as I watched what they did, I can tell you that each of the higher level techs all did exactly the same thing that any previous tech had already done but to no avail.  I even have a couple of files left on the desktop of that Vista laptop that were put there by those various techs as they used different things to try and solve the problem.  As I watched, it seemed that they were going thru every single file on my computer that had a word or abbreviation that had anything to do with Norton or Norton Security and deleting it trying to get everything off in order to start from the beginning as if I had never had anything to do with Norton on that computer.  But when they reinstalled the Norton product using the license number I had purchased, it would install correctly, they would to a live update, it would seem to be fixed.  Then when they would restart my computer, it would always come back up with the window that said my trial had expired.  They would then try to reinstall and then get the window that said it could not connect to the server.  Again, the same issue that it seems everyone else on this forum has had or is still having.  I don't know what to do here.  I feel like I should be refunded the purchase price or at least a portion of it simply because I cannot get the full value of what I paid.  Like I said, it is working on my other 2 computers with no problems.  There was even an issue with 2 of the techs that since I was using a private wi-fi network setting on it, that they had me plug it into my modem with Ethernet because they thought it might just be a connection problem with the wi-fi.  That turned out to not be an issue.  I am willing to give control of that Vista laptop to anyone that thinks they can fix the issue.  As to your question as to whether those techs were Norton techs, I can't answer that.  You have to assume that if you use Norton chat from the Norton web site, that they must be Norton techs, right?

Kudos0

Re: Cannot connect to symantec server

Hello nanalehew

They were Norton techs if you used the free Norton chat service. Some users had called up phone numbers which advertised to be Norton techs, but turned out not to be. No one in this Forum can access your computers or laptops. Only the Norton techs can do that when you use that free chat program.

Judging by you that they got a message that the trial expired, I assume they must have tried to download a trial version and then enter in your key which didn't work. Is the time and date and location and time zone correct on that laptop? Are there any errors having to do with time in the event log of that laptop? Do you still have the installer on one of your other computers? If you do, you can transfer the installer to the laptop that needs the installer.

Oh, another thought just popped into the old brain. Did you buy the program from a reputable site or store?

Another way of trying to install it, is by using the Management portal. If you can access that, you can have it download the program to that laptop. I assume that the laptop doesn't have another security program already installed or it hasn't been uninstalled properly. I don't want to overwhelm you, so I'll stop for now and hopefully you will help us troubleshoot your problem and maybe together we can do what the techs couldn't do. It does happen sometimes here. Thanks for taking the time to read this long winded response.

Success always occurs in private and failure in full view. Windows 7 Pro 64 bit NS with BackUp 22.11.2.7 Core 213 I E 11
Kudos1 Stats

Re: Cannot connect to symantec server

I managed to fix this using the following;

I used the Norton Removal Tool, and restarted my PC.

After restart i used the msconfig cmd.  Start > type msconfig and press enter.

In the services tab Tick on the "Hide all Microsoft services" and then select Disable All.  Click on the Startup tab and Disable all, click apply and restart your PC.

On startup i logged into my Symantec Account http://uk.norton.com/?inid=uk_ghp_hho_topnav_segment > Selected Services > clicked on "Norton Security" and then "Download".  This will prompt with new window to download, but before you do so on the bottom left is "Enter Product Key", click this and enter your product key (even if you have already done so previously, i also had done this too) Now select Activate and it will verify and allow you to download.  This will create an encapsulated image of your package codes and install them with Norton Security.

After install it should activate without issue. 

Now restart your PC and reinstate your Services and Startup entries.  Start > msconfig press enter.  Enable all in services and Startup, apply and restart your PC.

All done:-)

I have tested this on two PC's with the same issue.  Both PC's are Windows 7 64Bit Ultimate. 

I hope this helps you too.  If so select this as the answer.

Kudos0

Re: Cannot connect to symantec server

Experienced the same problem with several devices and managed to find a simple solution.

Just be patient. Make sure you have an internet connection and leave it several hours. May have to restart and leave a little longer.

Kudos0

Re: Cannot connect to symantec server

Hey!

Your solution worked for me. Thanks for sharing. 

Kudos0

Re: Cannot connect to symantec server

The fix provided by breaker36 worked perfectly for me! I changed the registry key HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Windows\CurrentVersion\Setup\State to IMAGE_STATE_COMPLETE (mine was set to IMAGE_STATE_SPECIALIZE_RESEAL_TO_OOBE), rebooted and got the green check mark back.  My Norton 360 had been running fine for the last year or so until a few days ago when it came up with the red x. Trying to run live update kept giving me the server error when trying to activate. I had spent several hours uninstalling, running the Norton clean tools, re-installing again and again, with no luck.. Thanks for the fix!

Kudos0

Re: Cannot connect to symantec server

Dear Norton Staff, 

I have the similar problem. Several hours ago (18/07/2015), I forget to logoff the wifi. I came to look at my computer and saw the Norton Internet Security (NIS) told me to restart the computer in order to activate the program.

I restarted the computer and clicked the NIS icon on my desktop, the program did not respond. The second time I restarted the computer and I did unsuccessfully to update the program. I clicked my old 2014 “NortonNISDownloader,” that remained in my computer, to run, and then logged on my Norton account to download the 2015 “NortonNISDownloader” and ran them. I found “nothing” happened. 

Now when I click NIS icon on my desktop, they end up with these: "Your trial version has expired. You need to activate it now." And I click "Activate Now," they show up "Cannot connect to the Norton Server. We cannot connect to the Norton server at this time. Try again later."

I purchased Norton for a few years ago and renewed it every year later. The last time I renewed and purchased "Norton™ Internet Security" and "Norton Virus Removal Assurance" (3 years protection) for "Windows 7" on 4/6/2015. The expiration date is on “4/6/2018.” 

My date and time setting in my computer work normally. Do I need to uninstall the NIS and reinstall again (with “up to 3 PCs” available)? Thank you for your reply in advance.

Best regards,

Chanon

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