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Kudos0

Problem after install of Norton Security Premium 2016

I've been a Norton user for many years. I had Norton 360 on my computers and it was getting closer to its expiration date. So, I went to the Norton website and purchased Norton Security Premium 2016 with Backup since the price had been reduced. It comes with 1 year of protection for 10 devices.  I received the purchase confirmation by email. Since Norton 360 was still on each of my computers, I downloaded and installed the Norton Removal Tool and removed 360 from each computer before installing the new Norton Security Premium. I also went to my Norton Account to remove N360 from each computer prior to the new install. I didn't do this all at the same time, but rather did this one-at-a-time, as I prepared to install the new Norton Security on each computer. Starting with my primary computer, I went through this process, then went back to my Norton Account, and downloaded Norton Security Premium, which appeared in my account. The download and the install worked just fine. I went back to my Norton Account to confirm that my primary computer was now showing up as using the Norton Security Premium and all the expected info, including the product key, checked out fine. From here, I went on to repeat this process with each of my four other computers. By the way, all of my computers are running Windows 10 and all have been thoroughly updated and are well maintained. Each time I completed the install of one of the other 4 computers, I would go back to my Norton Account to confirm that it was registered properly. Beginning with the second computer to get the install, I noticed something strange. When I went back to my account page to confirm the install had gone okay, there was a small Norton icon below the computer's name, with the word "Trial" beneath that icon. Since I didn't download a "trial" version of Norton Security Premium 2016, but rather bought the program from Norton, I'm confused as to why this word and no other info was there? When I have installed Norton (for 3-devices) in the past, I would see the product key listed under each device. That didn't happen this time and I don't know it didn't. I spent a lot of time installing this on my computers and I have a bad feeling that something is wrong. I should add here that the last of the installs was done today on a Windows 10 laptop. I did everything the same way as the other installs, but just before the installation brought the actual Norton Security program window to the screen, a red window appeared that said that my "trial" had expired and gave me only an option to activate the program, which I did. I had to go through the whole process of signing in to my account again before the installation recognized that the install was valid. Then I went back and checked my account and noticed that my laptop now showed the new Norton Security was installed and it also showed the product key the way it ought to. Considering that I did each install exactly the same way, I don't understand why 3 out of five computers show up as "Trial" versions under the Device heading on my Account page, yet under the Services heading it shows the names and dates that all 5 computers were changed to Norton Security Premium. My Norton Account page shows that I bought and paid for this program. I've booted each computer today and Norton is working on each one. If I open Subscription Status it says that everything is good for 365 days. I'm still really baffled as to why the word "Trial" appears under 3 of my computers listed on my account page. Has this happened to anyone else? I'm afraid to just leave it as it is, just in case an issue arises some time later. Does anyone have any thoughts on this? Thanks.   

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Accepted Solution
Kudos2 Stats

Re: Problem after install of Norton Security Premium 2016

hi Casper056

You have done everything in just the same way I usually do it which some think is over the top but I like to try to make sure I give Norton every chance of installing and work properly.

Have you tried to look at the subscription Status from the Help menu on the computers which show as a trial perhaps this will kick start the purchased production on your Account.

It may be a good idea just to make sure Remote Management is enabled on each computer which may be found from the main Norton window by clicking Settings>Administrative Settings.

It sometimes takes a few restarts for the Account information to become fully upto date.

Michael

Kudos0

Re: Problem after install of Norton Security Premium 2016

Michael,

Thanks for your reply to my posting. I believe you're right about checking the Subscription Status from the Help menu. I recall that I did that at least once or twice during the 5 installs I was doing. That is obviously why those two computers came up on my Norton Account with their product keys displayed, while the others didn't. I didn't see the relationship between doing the subscription status check and the fact that those two computers were registered properly. Before I read your reply to my posting, I went back to my Norton Account to see if anything had changed. I had mentioned in my post that my primary computer and my laptop both seemed to be registered properly. When I checked today, the primary was still good, but the laptop showed two different Norton products. The first was the Norton 360 install that I had removed, followed by the Norton Security Premium 2016 which I replaced it with. I tried to clear the Norton 360 by clicking on the trash can to delete it, but that resulted in a spinning circle that went on and on for quite some time. I couldn't stop it, so I simply closed out of my account. An hour later, I went back and the little spinning circle was still spinning. It probably is still spinning now for all I know. It was then that I found and read you reply here. I did boot each of the computers that didn't seem to register properly and clicked the Subscription Status from the Help menu. I haven't gone back to check the results just yet. I thought I'd give the spinning circle an opportunity to time itself out first. I'm pretty confident that when I check back a little later, everything will be fine. The only possible problem will be the Laptop entry, if it's still showing two Norton Products. And, that may not be a serious problem. Thanks for you help. This wasn't the worse issue I've ever had to deal with, but it's always the "little" things that go wrong that bug me the most. I've performed many successful removals and installs of Norton products over the years and this was the first time there was a problem. I was additionally concerned because the Norton account website itself seemed to be behaving very slowly and sometimes if simply wasn't working properly. I've never had that happen before. Well, I need to close here. I'll post the final results once I've checked things out. Thank you very much for your assistance.

Kudos0

Re: Problem after install of Norton Security Premium 2016

Hello Casper

Have you installed the programs using an Admin Account? Have you tried disabling Fast Startup as this could be the cause of your issues.? Please come back and let us know how you made out.

Thanks.

Success always occurs in private and failure in full view. Windows 10 Pro 64 bit 1903 Norton Core Security Plus 22.19.8.65 Core Firmware 288 Chrome latest version.
Kudos0

Re: Problem after install of Norton Security Premium 2016

hi Casper056

Norton Management seems to have difficulty in keeping up unless you use it I wouldn't worry too much. I took a great deal of time and effort to sort it out a few months ago when I was installing NS Premium in replacement for N360.

I have an old Vista laptop which is used little showing with a white/red cross on Thursday despite Norton being updated on Wednesday afternoon.

I believe Norton are in the process of updating Norton Management which will hopefully mean it will work in the future.

Michael  

Kudos0

Re: Problem after install of Norton Security Premium 2016

Hi,

As of right now, each of my five computers are properly registered on my Norton Account. The only minor issue is that one device, a laptop, shows both the previous Norton 360 install and also the current Norton Security install. When I attempted to remove the 360 install yesterday a spinning yellow circle appeared and if stayed this way for quite awhile. It was clear to me that it was in a loop, so I simply logged out of my account. I figured that it would probably time out eventually. However, I just logged into my Norton Account to confirm that all the devices were registered properly, which they are, but noticed that the yellow circle is still spinning next the the laptop entry. I'm not having any other issues and Norton is working fine on each device. Within each device the Norton Subscription checker shows that each device is running Norton Security Premium 2016 and the keys all match.

Kudos0

Re: Problem after install of Norton Security Premium 2016

Hi Michael,

I think everything is okay now. each device is showing the correct product key now on my Norton Account page. That spinning yellow circle is still spinning next to the Norton 360 entry for my laptop, but below that is the entry for the new install of Norton Security Premium 2016. Unless the spinning circle eventually times out, I would suppose that once the Norton 360 subscription expires it may stop spinning and I'll get a warning to renew. That may be an issue for another day. For now though, it seems like everything is good. . .spinning circle and all.

I agree about the issues faced by Norton right now. I use Firefox, for instance, as my browser. When they recently updated to the present version, I was no longer able to use Norton Identity Safe. When I went to the Norton website to see what was going on, I could only find notices that addressed the problem, but no fix. Their website mentioned the Firefox update issue, but they said they said they wouldn't be ready with a fix until late in October "when the Firefox update was scheduled for release." I guess Firefox didn't know that it was supposed to wait until the end of October, because they've already release it. Without access to NIS, I'd have some major problems, so I reinstalled the earlier version of Firefox until Norton catches up with a fix. I'll take my chances with an older version of FF than go without NIS. I've written to FF and mentioned this matter, but as always, you never hear back from anyone at FF. I really wish that Norton would make Identity Safe available for other browsers. I know it's on IE, but I would never, never use IE. Maybe they should consider making it work with Edge or other Firefox derivatives like Comodo or Pale Moon. I'd drop FF in a minute if Norton would do that.

Well, thank you again for you help. Your suggestion was just what I needed to know. :-)

Kudos0

Re: Problem after install of Norton Security Premium 2016

hi Casper056

I have had the spinning circle when adjusting the details in Norton Management, in the past I have allowed it to do this for about 5 minutes then "cancelled" it but when I next logged in what I was trying to delete was deleted!

You may find that after the next large Microsoft update reportedly to be released in November will update Edge so that extensions can be installed which will allow Norton to sort something for the ID Safe. At the moment Norton will only work on IE, FF and Google Chrome, I guess there are insufficient number of users of other browsers to justify expenditure on any other browsers.

Michael

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