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Kudos0

New Windows 10 Laptop Not Compatible

gggg

Hi all,

This has probably been covered but I am new to the forum and not sure where to look.  I purchased a new Windows 10 laptop today and also purchased Norton 360. However, the disk is not compatible and I cannot log in to my Norton account on the new laptop (I am typing on the old laptop).  Is there anything I can do get the Norton security on to the new laptop?

Labels: Windows 10

Replies

Kudos0

Re: New Windows 10 Laptop Not Compatible

hi jb03

The best way to download the latest version to your new Laptop is to sign into your Norton Account from Help on the main UI of your Norton product.

From the home page click on the Services tab near the top of the page. Here you will be given an opportunity to download your Norton product. You will then be given the opportunity to either download to the laptop you are signed into or to another device.

When you login to your email Account with your new laptop you will have received an email, follow the instruction to download Norton onto your new laptop.

Michael 

Kudos0

Re: New Windows 10 Laptop Not Compatible

I do not have email set up on the new Laptop as yet as I am trying to minimise use until I have virus protection. 

I suppose another option is to factory reset the laptop back to 8.1, install the Norton and then upgrade (assuming the Norton handles the upgrade from 8.1 to 10).

Kudos0

Re: New Windows 10 Laptop Not Compatible

hi jb03

I know there is a risk that you may pick up an infection however, the installation will take 10/15 minutes and Windows defender and Firewall will be turned on by default in Windows 10 until Norton is installed.

Do you have a free email Account (Hotmail, Gmail or similar) that you can send the link to.

The risk involved is tiny in comparison to the effort taken to return your laptop to 8.1 then reinstalling 10.

Michael

Kudos0

Re: New Windows 10 Laptop Not Compatible

Yes I have a gmail.  I will follow your suggestion and see how I go.  Thanks for your advice.

Kudos0

Re: New Windows 10 Laptop Not Compatible

Michael, I can't find a services tab on my Norton window.  Should I try to install through the Web or install from the CD (these are the options after I loaded the disk).

Kudos0

Re: New Windows 10 Laptop Not Compatible

hi jb03

I hope all goes well, I've found Windows 10 to be so much better than previous versions additionally the new versions of Norton have been running well.

You may wish to turn off Fast Start in Windows 10, after installing Norton 360 run Live Update several times to ensure that all updates have been received. I always shutdown my laptop in addition to the usual restarts that are needed to install Norton it seems to help things settle down a little easier.

Not sure that you have yet had a look around W10 but it is worth doing so especially the Settings Section to ensure they are as you want them in particular windows Updates, if you have W10 Pro you can adjust these which may be worthwhile to do and in both versions of W10 you may wish to look at the Advanced Settings for Updates.

Michael

Kudos0

Re: New Windows 10 Laptop Not Compatible

hi jb03

Ah you have not Norton 360 installed on any laptop at the moment?

Are you going to install on both laptops? If so install on your old laptop first then it will be added to your existing Norton Account or ask you to create a new Account.

I will find a link for you to install Norton 360 on your new laptop if you are not installing on your old laptop.

Michael

Kudos0

Re: New Windows 10 Laptop Not Compatible

Michael,

I do have it on my old laptop.  The subscription still has 60 days to run but I bought a new one anyway for the new laptop. I just can't see a services tab anywhere (I have attached screen shot).  Not sure where to find the spot to email the link to the new laptop via the Hotmail email address.  I think I must be missing the obvious.

File Attachment: 
Kudos0

Re: New Windows 10 Laptop Not Compatible

hi jb03

Click on Help at the top of that screen the dropdown menu will list Account click on that.

This will take you to your account where you will see the Services tab.

How many laptop is Norton 360 installed on at the moment, if only one you do not need to use the new copy of Norton until your current subscription is finished.

Michael

Kudos0

Re: New Windows 10 Laptop Not Compatible

There are only two current laptops with Norton (myself and my business partner) and the new subscription is for 5 devices.  The intention is to use the new subscription on the new laptops and other alternative devices and just to renew the current two laptops annually when the subscription expires (in 61 days).  The subscription is per device so I didn't think I could use the current subscription on both the new and the old laptop.

Kudos0

Re: New Windows 10 Laptop Not Compatible

Do I hit the Renew tab, I can't see anywhere to enter a new product key?

Kudos0

Re: New Windows 10 Laptop Not Compatible

I just noticed that I do have 2 seats available, I assume they are two more devices I can protect?

Kudos0

Re: New Windows 10 Laptop Not Compatible

hi jb03

Yes you can protect upto 3 devices with your existing subscription to N360.

At this stage you do not need to enter a Key you can do this once it is installed on your new laptop.

How many devices in total do you need to protect?

Are they all Windows Laptops?

Michael

Kudos0

Re: New Windows 10 Laptop Not Compatible

All windows laptops.  There are our current 2 plus the new 2.  I suspect my business partner also has 2 seats available so we probably didn't need to purchase the new subscriptions.  What do I do from the services tab to get the email across to the new laptop? 

Kudos0

Re: New Windows 10 Laptop Not Compatible

Strangely all the services are showing as expired under the services tab.

Kudos0

Re: New Windows 10 Laptop Not Compatible

hi jb03

Firstly - on the Services page there is an Orange coloured download "button" this will take you to another page where at the top it will give you the opportunity to "install on this device" or "install on another device", click on another device. This will open a page where you enter your email address when an email will be sent, which you should open on your new laptop with a link to download Norton on your new laptop.

Michael 

Kudos0

Re: New Windows 10 Laptop Not Compatible

The orange button says Renew Now.  This seems contrary to my other Norton status.

Kudos0

Re: New Windows 10 Laptop Not Compatible

That's strange as you must have a current subscription to Norton to allow it to work.

I have multiple installations of Norton showing on the Services page with all but the current one showing as expired.

do you have more than one product listed on that page? There is a slider which if you move as far to the left as possible it will show the latest subscription.

Michael

Kudos0

Re: New Windows 10 Laptop Not Compatible

hi jb03

In the end it is important for you to be protected.

If you can't find a current subscription on that page it may be best to renew then sort out the subscription afterwards with Norton support through the Chat facility, only Norton direct can sort out subscription queries not the forum.

Michael 

Kudos0

Re: New Windows 10 Laptop Not Compatible

Yeah something is amiss.  Once I move on from the Norton Window that I sent a screen shot of, all other indications are that my subscription has expired, yet it continues to scan and do its job.  I found a section that allowed me to add other devices and when I click on that, it pops up a window that says my subscription has expired.  I might have to wait until tomorrow and chat via the pop up window.

Kudos0

Re: New Windows 10 Laptop Not Compatible

BTW, I really appreciate your time and help.

Kudos0

Re: New Windows 10 Laptop Not Compatible

hi jb03

It does seem rather strange, sorry it's not solved your current problem and caused you more .

Do you still have a physical copy of the key for the current subscription? If so is it the same as any listed on your Services page?

Could you have used your partners key?

For the future you may wish to consider Norton Security with Backup which is the new Norton product which replaces Norton 360. Both work in exactly the same way as far as the user is concerned however, NSwB is useable on upto 10 devices where you can protect Windows computers, Apple, Android and iOS devices at no additional cost. Norton 360 will be discontinued at some unknown future date.

Michael

Kudos0

Re: New Windows 10 Laptop Not Compatible

I'll keep all that in mind.  I will try a Norton chat again.  I couldn't get through earlier hence why I turned to the forum.

Kudos0

Re: New Windows 10 Laptop Not Compatible

Hi jb03,

I think I may know what is causing what you are seeing.  When you go to Services, there is a setting which determines what is displayed.  When you Hover over the "Show whatever", a drop down appears:

If you select All Services, you'll see the above - all licenses, Active, Expired and Trial - All Services.

If you select Expired, all it shows are the Expired licenses:

Thus it appears to me, it is possible that your license is in fact current, and everything is running correctly - but the setting in Services for SHOW is causing your concerns.

Please hover over the Show: whatever it is now and select Active from the drop down and then try to download again per Michael's suggestion.

Kudos0

Re: New Windows 10 Laptop Not Compatible

Noted.  Through the chat we have deduced quite simply that my business partner is the primary holder, and I am one of the licences so I need to log in through his account details to see what is going on.

Kudos0

Re: New Windows 10 Laptop Not Compatible

hi jb03

Good that at least that is sorted out.

Have to say Windows 10 and Norton version 22.5.2.15 works very well together, processor use is lower and the amount of RAM use has been reduced when running. There are just a few things hidden in the Settings which need to be sorted out.

Michael

Kudos0

Re: New Windows 10 Laptop Not Compatible

jb

I don't think anyone has suggested using the appropriate one of these links to get the latest version of N360 that is compatible through Windows 10:

Norton 360 Standard Edition

Norton 360 Premier Edition

Then you should be able to activate it with the key from the copy you purchased. Note that the keys are not interchangeable between those two versions and that the Premier has 25GB of free online storage while the Standard has much less.

You may need to do a full Norton cleanup first but I'm not sure from the length of this thread just where you are at the moment!

Hugh
Kudos0

Re: New Windows 10 Laptop Not Compatible

OK thanks, i will try that.  The Norton operator could not get the Norton downloaded even with remote access.

Kudos0

Re: New Windows 10 Laptop Not Compatible

Thanks for everyone's assistance.  Finally have Norton functioning on new computer.

Kudos0

Re: New Windows 10 Laptop Not Compatible

Hello jb

Since you have a new laptop, please check to see if it has a trial version of a security program. If it does, then that trial program will have to be removed using the removal tool from the other company.

I think you mentioned something about having a new subscription for 5 devices. Is the name of that new subscription Norton Security? That program is new since Sept. 2014.Thanks.

Success always occurs in private and failure in full view. Windows 10 Pro 64 bit Norton Core Security Plus 22.17.3.50 Core Firmware 282 I E 11 Chrome latest version.
Kudos0

Re: New Windows 10 Laptop Not Compatible

Thanks for the good news jb

As flo asks could you let us know what you had before and what you have now -- I know there is a 5 user version of N360 in some markets but ...... maybe you updated to NS/NSwBU ... ?

And even more important what you had before with the new laptop and how you dealt with that.

Hugh
Kudos0

Re: New Windows 10 Laptop Not Compatible

I believe it was supposed to come with McAfee trial version but I couldn't locate it on the system (the salesman said when upgrading to Windows 10 it may have disappeared but I'm not convinced).  Ultimate the 5 subscription Norton 360 premier worked - so I am simply using one of those licences.  Not sure where all you guys are based but the 5 device subscriptions are feely available her in Melbourne Australia.

Kudos0

Re: New Windows 10 Laptop Not Compatible

Thanks JB

Until Norton upgraded to the latest version of the applications it was possible to find that Norton had disappeared after upgrading to Windows 10 -- you'll find threads and Announcements of fixes in the Forums but that has been fixed now. I think Microsoft may have warned of it generally too.

So your machine was upgraded from 8* to 10 and that might have happened with McAfee too.

Since so far as I know the files and maybe some Registry entries are still there you may want to run the special McAfee tool for cleaning up when uninstalling to replace with another make -- most A/V sources have them on their website.

Here's a link to how to get the McAfee tool and how to use it:

http://service.mcafee.com/FAQDocument.aspx?id=TS101331 

I don't think it will do any harm to use that now and it might save some problems later on.

I'm in the USA after many years in the UK but even gurus are from all over including a couple (?) of antipodeans so we have heard how Norton works differently there -- do you have Norton Security itself available yet?

Hugh
Kudos0

Re: New Windows 10 Laptop Not Compatible

I can't recall seeing Norton Security (though that is not a definitive confirmation of non-availability) - all retail products seem to be Norton 360 Premier with varying degree of device numbers or subscription lengths

Kudos0

Re: New Windows 10 Laptop Not Compatible

I'm pretty sure I've seen recent complaints that NS is not available in Australia or the general Pacific region -- I think I remember that at one time Australia was served from an office in Singapore.

Whereabouts are you?

I've cousins in the Sydney, Melbourne, Canberra and Adelaide regions (although only one of my generation is left) and I remember with pleasure one of my business trips back in the 70's when our agent and I spent a pleasant weekend driving from Adelaide to Melbourne via the Barossa valley of course and across from there. Our agent handled laboratory equipment and supplied most of the wineries so it was enjoyable -- one place pulled a 1920's port out of the fridge! and poured us generous samples!

Hugh
Kudos0

Re: New Windows 10 Laptop Not Compatible

In Melbourne.  Not sure if there are any local (offices) to Australia.

Kudos0

Re: New Windows 10 Laptop Not Compatible

I only had a flying visit there and part of that was going to Geelong to visit the University and the Textile School there.

One of my cousins was based there for many years in the Good Sams religious order -- a wonderful and interesting group with a fascinating history!

Hugh
Kudos0

Re: New Windows 10 Laptop Not Compatible

Hello Hugh

I don't think that NS & NSBU are available in Australia. You can ask Krusty or F4E since they are from Australia also.

Success always occurs in private and failure in full view. Windows 10 Pro 64 bit Norton Core Security Plus 22.17.3.50 Core Firmware 282 I E 11 Chrome latest version.
Kudos0

Re: New Windows 10 Laptop Not Compatible

floplot:

Hello Hugh

I don't think that NS & NSBU are available in Australia. You can ask Krusty or F4E since they are from Australia also.

That is correct.  You can buy NAV, NIS or N360 here still.

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

Re: New Windows 10 Laptop Not Compatible

I wasn't sure if both were and one has to be careful not to upset Kiwis !

Hugh

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