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Kudos1 Stats

Cannot renew, cancel, or change product

My Norton 360 Premium subscription expired this past weekend so I am trying to renew/upgrade. I also have a legacy Lifelock Ultimate subscription that I want to convert to the Norton 360 with Lifelock combo to save some money. 

I go through the process of renewing 360 and get the following error EVERY TIME I TRY:

Bad Request

Your browser sent a request that this server could not understand.
Size of a request header field exceeds server limit.

It doesn't matter if I try a straight renewal or upgrade of just 360. It doesn't matter if I try to buy a new subscription of the combo. It does't matter what browser I use (Edge, Chrome, FF). It doesn't matter what platform I use (Windows 10, 11, or Android).

Does Norton really not want my business after decades of loyal use?

The support site is pretty much worthless, too. Calling hasn't helped as I get stuck in a continuous loop of automation hold.

Replies

Kudos0

Re: Cannot renew, cancel, or change product

Clear your caches and cookies in ALL your browsers. Retry.

SA

MS Certified Professional / Windows Server 2016 Essentials - Windows 10 Professional x 64 version 21H2 / build 19044.1387 / Linux Mint Tina 19.3 LTS / Norton Security Ultra ver. 22.21.10.40 / Opera GX LVL3 (core: 81.0.4196.61) 64 bit-Early Access w/Norton Chrome Extensions
Kudos0

Re: Cannot renew, cancel, or change product

Doesn't help. I WAS able to purchase, install, and run Norton Utilities and remove all browser cache files, etc., but I still get the same error when logged into my account. The only way to even select a product, I have to be logged out. Once getting to the login portion, I enter my login info and then get the error every time one every browser on every device at every location I try. It seems rather obvious that it's not a "me" issue.

Kudos0

Re: Cannot renew, cancel, or change product

 Since you have a "legacy" LifeLock product support may be the best avenue to get that straightened out.

The object of suggestion is to find the "WHAT" issue, one step at a time. Clearing caches is the starting point, most browser forums ALL suggest that large cookie caches are the issue. Further. ALL browsers with the same behavior suggests a commonality as being the issue. This is what Microsoft forums state about the issue you are seeing. On Windows 10 using Edge.  Chrome!! Firefox! In Windows you also may want to do the following:

Delete Temp Files in Windows:

  1. In the search box on the taskbar, type disk cleanup, and select Disk Cleanup from the list of results.

  2. Select the drive you want to clean up, and then select OK.

  3. Under Files to delete, select the file types to get rid of. To get a description of the file type, select it.

  4. Select OK.

You may also want to reset your Norton firewall as shown below.

Reboot and recheck. Let us know if anything changes.

SA

MS Certified Professional / Windows Server 2016 Essentials - Windows 10 Professional x 64 version 21H2 / build 19044.1387 / Linux Mint Tina 19.3 LTS / Norton Security Ultra ver. 22.21.10.40 / Opera GX LVL3 (core: 81.0.4196.61) 64 bit-Early Access w/Norton Chrome Extensions
Kudos0

Re: Cannot renew, cancel, or change product

@Spockman Following up with your status. Can we help further?

SA

MS Certified Professional / Windows Server 2016 Essentials - Windows 10 Professional x 64 version 21H2 / build 19044.1387 / Linux Mint Tina 19.3 LTS / Norton Security Ultra ver. 22.21.10.40 / Opera GX LVL3 (core: 81.0.4196.61) 64 bit-Early Access w/Norton Chrome Extensions