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Kudos0

HELP! NIS LiveUpdate screwed up, now can't reinstall NIS

I rebooted my Windows 7 PC running Norton Internet Security tonight, and after the reboot NIS was disabled with a message saying that I needed to uninstall it with the NRnR tool due to a problem with LiveUpdate. I downloaded and applied the tool, following all the instructions.

Except that now I can't reinstall NIS.

The NRnR box asks me to go to the following webpage -- (https://support.norton.com/sp/en/us/home/current/solutions/kb20090225161545EN_EndUserProfile_en_us?a=00000082.0000011a.00000582&abproduct=RnR&abversion=4.3.0.22&b=00000082.0000015F.000007B0&build=Symantec&c=00000082.00000203.00000AD1&ced=true&d=00000082.00000403.00000B04&entsrc=CED_pubweb&error=0&module=2012&src=_mi

-- to reinstall Norton after using the Norton Removal and Reinstall Tool. Trouble is, the instructions given on that page do NOT match the options that are given on the redesigned webpage.

Step #3 on the page linked to above says, "3.In the Install on this device window, make sure the product name that is displayed is the one you want to install, click Agree & Download." But NO such options are given, there is NO "Install on this device" option. Instead I am taken, after signing in, to this page: (http://norton.com/setup) where, after signing in, the ONLY options are to either "Download Norton" or "Enter a New Product Key."

However, when I click on the first choice to get the download, I get a result claiming that "there is no license available," because "You’ve used all of the licenses on your Norton Internet Security subscription."

That's impossible because *I JUST FINISHED REMOVING NIS ON ONE OF MY COMPUTERS* and I wish to reinstall it on the SAME computer. Why won't it let me?? Transferring a license doesn't work, either: it tells me I can't do it until I "fix all issues Norton Security has found on your devices" (WTF?) and yet, when I go to the page to see those installations, it reports that both of the other PCs that still have Norton on them are PROTECTED in green letters. So, what gives???

Bottom line, I am down a license with an unprotected computer. Please help!!!

Replies

Kudos0

Re: HELP! NIS LiveUpdate screwed up, now can't reinstall NIS

UPDATE: I found the NIS installation files subdirectory, where the download files for a recent (8/2016) version of NIS are stored. Clicked on the .EXE file and at first I was told that a subscription is required. But while I was searching for the product key on another one of my NIS computers, when I came back to this PC NIS had changed tack and informed me that "You Are Protected."

Currently running LiveUpdate to get all caught up again. Hoping that doesn't mean I get "caught up" again in whatever happened with LU tonight to cause this problem in the first place. It's both scary and frustrating.

Will hold off on declaring the issue resolved until NIS is both up to date and working properly.

Kudos0

Re: HELP! NIS LiveUpdate screwed up, now can't reinstall NIS

Step #3 on the page linked to above says, "3.In the Install on this device window, make sure the product name that is displayed is the one you want to install, click Agree & Download." But NO such options are given, there is NO "Install on this device" option. Instead I am taken, after signing in, to this page: (http://norton.com/setup) where, after signing in, the ONLY options are to either "Download Norton" or "Enter a New Product Key."

for what it's worth....upon click X in above.  I'm taken to my Norton account > manage.norton.com/ManagementHome page.  

Maybe, kb20090225161545, Last modified: 07/05/2016 > needs update..?

Kudos0

Re: HELP! NIS LiveUpdate screwed up, now can't reinstall NIS

Yup, I tried signing into my Norton account, but to no avail.

The issue finally went away by installing an earlier version of NIS (thank God the file was stored locally!) and then letting it update. While at first it complained that I needed to subscribe, within several minutes it determined automagically that I was good to go.

There have been no further problems, so we can declare this thread Solved. It's very bad, though, that the solution for a messed-up LU involves such a drastic measure as removing and uninstalling NIS; there must be a better way. If I didn't happen to have the needed setup files, I wouldn't have been able to reinstall NIS, for the reinstallation path that it took me through is much more convoluted than simply visiting a webpage and downloading the file for the current version. I had to click on a link to send me an email, which then provided the download link, which then I had to run on the affected PC... and at that point Norton kept complaining that I didn't have enough licenses left to install it, so it never did provide the file to download. Very frustrating. I wasn't happy about the prospect of spending hours on remote chat with customer support to sort things out (my sessions never seem to take less than two hours).

Kudos0

Re: HELP! NIS LiveUpdate screwed up, now can't reinstall NIS

Hello

If you have issues reinstalling NIS, please try this link.

www.norton.com/latestnis

Please send yourself an email with your key on it just in case you need your key again and backup that email. Using the link I posted above will give you the latest version of NIS or the previous version if NIS has just been updated. It shouldn't count as another seat if you are using it on the same computer..

The remove and reinstall tool was just updated and it looks like it wasn't done correctly. It should be a very easy process to do. Sorry you had to go through all of that.

Thanks.

Success always occurs in private and failure in full view. Windows 7 Pro 64 bit NSBU 22.17.0.183 Core Firmware 282 I E 11 Chrome latest version.
Kudos0

Re: HELP! NIS LiveUpdate screwed up, now can't reinstall NIS

Thanks for the info, floplot. That link could come in very handy!

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