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Kudos0

Subscription renewal

i paid for anti-virus subscription renewal, and downloaded it onto my desktop. When I double-click it, I get a message saying this program will not run in dos mode. When I use the Norton virtual on-line help, it suggest I use the removal tool, but that also says the program will not run in dos mode. I cannot contact Norton. I use a Mac, and I purchased the Mac version (it shows that), but I suspect the downloaded version is Windows, and will not run. Can someone please help?

Thanks.

[edit: Clarified subject.]

Replies

Kudos0

Re: Subscription renewal

i paid for anti-virus subscription renewal, and downloaded it onto my desktop. When I double-click it, I get a message saying this program will not run in dos mode. When I use the Norton virtual on-line help, it suggest I use the removal tool, but that also says the program will not run in dos mode. I cannot contact Norton. I use a Mac, and I purchased the Mac version (it shows that), but I suspect the downloaded version is Windows, and will not run. Can someone please help?

Thanks.

[edit: Clarified subject.]

Kudos0

Re: Subscription renewal

Hi, karielovaara,

Welcome to our community!

Actually, it sounds like kind of the opposite: Macs have a Microsoft emulation mode so they can run any software you throw at them; it sounds like you are trying to install Norton for Mac from within this mode.

If that doesn't make sense to you, or you don't know what to do to fix that, you'll need more advanced help than I can give. I'm going to ask the moderators to move your post and this reply to the Norton for Mac forum where that help is available if you should need it.

Good luck, and keep us posted!

Kudos0

Re: Subscription renewal

The fact that the error message mentions "DOS mode" does sound like it comes from Windows -- are you using BootCamp, Parallels, or VMWare Fusion?  Maybe you post send a screenshot of a Get Info window for the file in question (let me know if you need more instructions to do that).

Kudos0

Re: Subscription renewal

Sorry, I don't know how to do screenshots.

This all started in Sept when I received a subscription expiry note for Jan 2012. I renewed Anti-virus for mac 11, and received subscription key code. When I put that into the expiry notice, I receive a "invalid key code" message. i have tried it many times and checked the code. When I went to my Norton account, it shows this anti-virus has been downloaded, but not installed. it also shows a backup program charge (about $5.00) for mac, which I do not recall purchasing, but may have. It shows that has not been downloaded, so I do that, and it downloads an exe file, which when I double-click (I do not use a mouse), I get the "this program will not run in dos mode" message. I have not at least deliberately changed any settings on my mac, so I am not familiar with the modes you mention.

Thanks.

Kudos0

Re: Subscription renewal

It does sound like you got a Windows product by mistake, going by the exe, which is not a Mac executable extension (also, there is currently no Symantec backup program for Mac).  Also, you should not have needed to download NAV when renewing.  Unfortunately there isn't much we can do on the forum, you should contact Customer Support and explain that you did not get the correct renewal key (and make sure they understand you are using the Mac product).

Kudos0

Re: Subscription renewal

Thanks. How do I contact customer support? The only thing I found was a virtual help, which was impossible to deal with. Is there a number I can call?

Kudos0

Re: Subscription renewal

Well, I thought I was able to find a phone link here, but I haven't tracked it down (maybe others can help):

http://us.norton.com/support

Some users have reported luck with the chat support, you may want to start there and I would expect if that doesn't resolve your issue it would eventually get you to a phone contact.

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