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Kudos0

expired antivirus on newly purchased internet security?

i just purchased norton internet security 5 for my Mac last week and now all of a sudden, my antivirus is saying it is expired and requires an update. i thought the internet security inclued antivirus?  i am sooo confused.  i tried to uninstall the internet security, restart and reinstall it and it still said that my antivirus is out of date.  do these products have to be purchased separately?  please help before i go nuts!!  :/

Replies

Kudos0

Re: expired antivirus on newly purchased internet security?

i just purchased norton internet security 5 for my Mac last week and now all of a sudden, my antivirus is saying it is expired and requires an update. i thought the internet security inclued antivirus?  i am sooo confused.  i tried to uninstall the internet security, restart and reinstall it and it still said that my antivirus is out of date.  do these products have to be purchased separately?  please help before i go nuts!!  :/

Kudos0

Re: expired antivirus on newly purchased internet security?

Hi Missallig8r32,

Sorry about the problem.  Can you please follow the instructions at http://www.symantec.com/docs/TECH134761 and send me the log files of the "Symantec Support Data.zip" from your Desktop.  I'll send you my email address (privately) where you can send the logs for us to analyze.

Haridharan Nattamai Gangadharan Sr. Software Engineer Endpoint Protection for Mac Symantec
Kudos0

Re: expired antivirus on newly purchased internet security?

Can you explain what you mean by "the antivirus is saying it is expired?" Do you get an alert asking you to purchase a Norton AntiVirus renewal? Or does the Norton AntiVirus UI just say it is expired?

Perhaps if you can post a screenshot of the message you are seeing that would explain things further.

Ryan McGann Technical Director Norton Business Unit, Symantec
Kudos0

Re: expired antivirus on newly purchased internet security?

I get the usual pop-up notification that you get when your subscription is expired with the drop down menu asking if I want to "renew now", "renew with code" or "remind me later", but it is only for my anti-virus and I just purchased the most recent vesrion of Internet Security for Mac on Oct 28th.  I don't understand why I am getting this message!!! 

Accepted Solution
Kudos0

Re: expired antivirus on newly purchased internet security?

What is happening is your just installed version of NAV is recognizing the old NAV license instead of the new NIS license which includes NAV.  We have seen this happen on some machines and are eager to fix this.  Can you please help us out by following the instructions given by Haridharan above.  To make it easier for us, please also send the "Symantec Support Data.zip" directly to me.  I will send you my email address by private communication.

 

John Hansen

Sr. Principal Software Engineer

Macintosh Products

John HansenSr. Principal Software EngineerMacintosh Group
Kudos0

Re: expired antivirus on newly purchased internet security?

when I [followed the instructions you sent me over Private Messenger] it worked. thank you, thank you, thank you! :)

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