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Kudos0

Sync with Norton Servers

I spent almost 5 hours with Norton chat support and ended up going nowhere.

On the manage.norton.com site, all of my devices were listed either as "not protected" or having and issue of a trial subscription, when in fact, I have a 10-device premium version of Norton Security.  On every one of my devices, Norton was shown as "activated" (green).  Norton support uninstalled and then re-installed Norton Security on all of the devices and nothing changed.

On a related note, I had trouble with Norton Family instant lock, where it showed that a computer was locked but I was able to log onto the computer unimpeded.  

Norton support agreed that it was a sync issue with their server and offered no solution.

Does anyone have a solution (without another un-install and re-install?

Replies

Kudos2 Stats

Re: Sync with Norton Servers

My first observation is that you are probably looking at the Devices page on the Norton Management site. That has been known to have issues showing current information. From that Management page, click on My Norton at the top right, then My Services. That is the page that is usually correct. One thing to check is Norton Settings - Administrative Settings. Look to see that Remote Management is turned on. Then you can try clicking on Help - Subscription Status. That should sync with the Norton servers. It can take a little time for things to show up on the web site.

Main thing to remember is that as long as you see the green checkmark in the Norton icon in your system tray, you are protected.

For your Norton Family question, you should post in the Family forum board here.   https://community.norton.com/en/forums/norton-family

Things happen. Export/Backup your Identity Safe data.
Accepted Solution
Kudos1 Stats

Re: Sync with Norton Servers

Hi Concerned Parent and welcome to the forums,

First question, what is displayed on the main page of the user interface - Subscription States : Days Remaining? If incorrect, go to Help on main page of Norton product and select Subscription Status - this should sync the days remaining with the Norton Server.

Next question, going to Settings > Administrative Settings > Remote Management > verify it is ON (if not turn it on and then Apply)  This needs to be done for each of you devices in order for all devices to be reported in Management.

Please go to More Norton > Manage My Protection > My Norton > My Services (you may be signed out of your Norton Account and then signed back in) > Change the SHOW drop down to Active (this will display your active license) then drop to bottom of page and see how many devices are listed (this will show you the devices you have licensed).

Let us know what you are seeing - please do the above in the sequence listed.

Kudos0

Re: Sync with Norton Servers

Since Norton support agreed that it was a sync issue with their server did they escalate the ticket to a more senior analyst or did they comment on a fix on their side?
Kudos0

Re: Sync with Norton Servers

Thank you all for the help.  Your suggests did help me take care of two of the computers, and I am confident that this solution should work on the other two computers.  Is the solution similar for the tablet?

What is interesting is that I had to do the suggest sequence in a different order.  When I tried to turn on "Remote Management", the field was grayed out and it did not show the little hand icon that generally allows one to turn on something.  So I went to More Norton > Manage My Protection > My Norton > My Services, and it showed that the subscription was active (I did not have to do anything).  Then, the My Devices screen showed that the device was connected.  Finally, when I went back to Settings > Administrative Settings > Remote Management, remote management was turned on without my having to do anything.

After I have done this, Norton Family Instant Lock seemed to be working again.

Your help was much more valuable than the Chat Support from Norton.  Thank you again!

Kudos0

Re: Sync with Norton Servers

Glad things seem to have worked out for you and you are most welcome for our help. 

Thanks for mentioning that you had to change the order - not sure why the grayed out setting was present when you first checked it>

Kudos0

Re: Sync with Norton Servers

Is the solution similar for the tablet?

As long as your tablet shows the correct number of days remaining, all is good. Just check to see that you are signed into the Norton Mobile Security app. Tap on the 3 bars at the top left of the app and see if your name and email address are showing. If so, the information should eventually show up on the Devices page of your Norton Account.

Things happen. Export/Backup your Identity Safe data.
Kudos0

Re: Sync with Norton Servers

Hello

One important thing to do when trying to change all these settings is to use a Windows Administrative user setting. Settings will be grayed out and most of them won't change and if they do change, they probably won't hold the change unless you use the Windows Administrative user account.

Thanks.

Success always occurs in private and failure in full view. Windows 7 Pro 64 bit NS with BackUp 22.10.0.85 I E 11
Kudos0

Re: Sync with Norton Servers

Thank you for all the suggestions.

What is interesting is that with the tablet, the Norton website, under "My Devices" says that I have a trial subscription to Mobile Security, and for one of my laptops, the Norton website says that I have a trial subscription to Norton 360, which is the Norton product originally installed on the computer.  On both devices, the copy of Norton Security is installed and active.  Also, on both devices, when I tried to enter the product key, I got the message that the product key is not valid.  

I am not going to worry about this since all of these devices are protected.  I just find it unusual that the server cannot sync with these devices.

Kudos0

Re: Sync with Norton Servers

I take it you are trying to enter the product key into the Devices web page? If your product is shown as 360, the Norton Security should work. Same for the tablet. If you delete those incorrectly listed devices from the Devices page, it should give the page a chance to repopulate with the correct devices and products. 

If you have entered the Norton Security product key in the devices themselves, you are protected. And as I noted above, the My Services page is usually correct in displaying the protected devices.

Things happen. Export/Backup your Identity Safe data.
Kudos0

Re: Sync with Norton Servers

Hello -- It seems that this is know issue --  I posted my own story 

https://community.norton.com/en/forums/cant-connect-server-0

I tried to turn on "remote management"   but the item is gray'ed out 

Like noted in this thread, I spent hours with chat  support  which turned out 

to be a big ZERO 

Any suggestions would be appreciated 

Kudos0

Re: Sync with Norton Servers

All of the gurus in this community are more helpful than the chat support folks at Norton.  I am still puzzled how Remote Management was un-grayed after I first went to the Norton website "My Services" page.  But since everything is working now, I don't care at this point.

Kudos0

Re: Sync with Norton Servers

Thanks for the reply --  what did you do  at the web page -- was there a setting you checked on? 

Kudos0

Re: Sync with Norton Servers

I did absolutely nothing at the "My Services" page, other than just looked at it!

I still have the issue of two other devices showing Norton 360 instead of Norton Security, with the My Devices webpage on the Norton site showing "Issue Found", with the issue being that the devices supposedly have a trial subscription installed.  I was told to enter a product key, but when I did that, won't accept the key.

I have followed the suggestion of one of the gurus here to remove the device and let the server re-sync.  Will see what happens.

This experience really erodes my confidence in Symantec.  How can I expect my devices to be protected if they can't solve a sync issue like this.

Kudos0

Re: Sync with Norton Servers

Hello

Have you tried using a Windows Administrator user account to change your settings and also when you go into your management page and want to make changes there?

Thanks.

Success always occurs in private and failure in full view. Windows 7 Pro 64 bit NS with BackUp 22.10.0.85 I E 11
Kudos0

Re: Sync with Norton Servers

Honestly, I don't know what I did, but things are "meta-stable" right now, showing that the computers I use most often are protected.  Thanks!