• All Community
    • All Community
    • Forums
    • Ideas
    • Blogs
Advanced

Not what you are looking for? Ask the experts!

This forum thread needs a solution.
Kudos0

Can't connect to the server

Hello – I just updated my vista OS to windows 7 – I did an upgrade ... not a fresh install.    For the most part all worked ok, except for Norton Security – I need to connect to the “server” to get the licence info  – but kept timing out – 

So, I figured I needed to reinstall, so I got the Norton removal tool – and did the uninstall.  I then when to my account at norton.com and downloaded the install stub – 

The install worked ok, all was find – the status told me that I had 300+ days left on my key – but what was not present in the UI screen was the “sign in” line in the upper right corner  

I selected help, and then “my Norton” and the connect screen came up and after a few minutes, the same issue – still could not connect. 

I tried many times but no connection.  

I then connected with support – on line chat session.  The agent seemed to be doing stuff that was not connected to the issue.  This, it seemed, when on for hours – he even ran “power erase” and some of the item that it was flagging trouble me.   He – stopped it and it reported that nothing was removed.   

Now he wanted to do re-install, which seems to make no sense since that I what I did in the first place.  

It seems to me that if the client can’t connect its some sort of   connection issue. Is there some log that states why it can’t connect?  Other parts of NS seem to be working like liveupdate – so its connecting to “something” – 

Any help / insight would be appreciated  

File Attachment: 

Replies

Kudos0

Re: Can't connect to the server

Sorry for the late reply.

Are you still seeing this issue? I too saw this around the time you first posted. In my case, just retrying again a little later fixed it. It may have been some localized temporary server issue.

See if the information in this Norton KB is of any help.   https://support.norton.com/sp/en/us/home/current/solutions/v113839121_En...

It involves resetting your default browser.

Things happen. Export/Backup your Norton Password Manager data.
Kudos0

Re: Can't connect to the server

Hello -- Thanks for the info -- I am still having the issue ... but I can't get to the link you specified 

Kudos0

Re: Can't connect to the server

What happens when you click on my link? It could be related to not having a default browser set.

Any way, here is the information about changing your default browser.


Things happen. Export/Backup your Norton Password Manager data.
Kudos0

Re: Can't connect to the server

Thanks for the info -- Yes -- I already did that and set chrome as my default browser  -- But its still broken  -- In addition when I start the NS  client  the icon's for  "backup" and "manage" are gray 

Kudos0

Re: Can't connect to the server

You say backup is grey. I take it you have the Norton Security Premium product, and it was working before the OS upgrade?

Maybe you need a more thorough uninstall than was done before. Try uninstalling using the information at this link.   www.norton.com/nrt   You will notice it is the Norton Removal and Reinstall tool, but with directions for a remove only. Once you have removed your product, log into your Norton Account at   https://manage.norton.com

Click on My Norton at the top right, then click My Services.   Choose you current subscription and click on the Download button. Then follow the directions to install your product.

Be sure you run LiveUpdate manually a few times, restarting as necessary, until no updates are available.

Things happen. Export/Backup your Norton Password Manager data.
Kudos0

Re: Can't connect to the server

Hello

Please make sure you have your key handy. Then use this link instead of the download button.

www.norton.com/latestnsbu     Run Live Updates as peterweb said.

Thanks.

Success always occurs in private and failure in full view. Windows 7 Pro 64 bit NSBU 22.16.4.15 Core Firmware 270 I E 11 Chrome
Kudos0

Re: Can't connect to the server

Hello -- Thanks for the reply ... its all  blur now -- I ran NRT   /  NRNR  a number of time, in addition going to my manage page and deleting the device in question -- all with the same result -- can't connect to the server --  at this point I might just  use something else 

Kudos0

Re: Can't connect to the server

Hello fpefpe

I can try to get a Symantec Employee to come and try to help you out. But they can't come until Monday since they aren't around on the weekends.

Thanks.

Success always occurs in private and failure in full view. Windows 7 Pro 64 bit NSBU 22.16.4.15 Core Firmware 270 I E 11 Chrome
Kudos0

Re: Can't connect to the server

thanks for the info  -- I was on a chat session for hours  -- with no fix -- at the end he/she wanted to do a  reinstall  which i did a number of times already  -- maybe I  can try again 

This thread is closed from further comment. Please visit the forum to start a new thread.