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Kudos0

They Removed NIS and Abandoned Me (?)

My Norton Internet Security just wouldn't load one day.  It appeared in the Windows Vista task bar, but I couldn't open it.

I went to the Symantec support site, couldn't find a canned answer to the problem, so opened up a chat with a technical representative. Gave him or her control of my PC, s/he installed the Norton Removal tool, removed all trace of my software, then rebooted my machine. The "rescue gateway" connection was re-established, but the tech support person never came back. Now when I return to the support site and try to open another chat session, it won't work anymore. Norton is gone from my system and I can't reach the support staff. Any ideas?

Replies

Kudos0

Re: They Removed NIS and Abandoned Me (?)


jt wrote:

My Norton Internet Security just wouldn't load one day.  It appeared in the Windows Vista task bar, but I couldn't open it.

I went to the Symantec support site, couldn't find a canned answer to the problem, so opened up a chat with a technical representative. Gave him or her control of my PC, s/he installed the Norton Removal tool, removed all trace of my software, then rebooted my machine. The "rescue gateway" connection was re-established, but the tech support person never came back. Now when I return to the support site and try to open another chat session, it won't work anymore. Norton is gone from my system and I can't reach the support staff. Any ideas?


What is it exactly what you are looking for?You want to use NIS again? Why not download it and install it again?
"All that we are is the result of what we have thought"
Kudos0

Re: They Removed NIS and Abandoned Me (?)

Hi there,

I'm sad to hear that you have had troubles with Norton Internet Security. The Representative would have then done the following steps:

Checked the registry for any Symantec/Norton related registry keys and removed them

Reinstalled NIS

Rebooted Your System.

Whilst it is very odd that the representative never 'came back', you could have also tried contacting support via phone so they could guide you through the process. Please check your owner's manual for the support line in your country. 

There is a support topic written by Symantec located in their support section on how to remove all Symantec products from the system and perform a 'clean install'. 

Dave Mikolaj
Kudos0

Re: They Removed NIS and Abandoned Me (?)

Hi JT - I apologize for the disconnect - but if you go back into chat support, any agent should be able to find your original case and they should be able to pick up where the last agent left off. In this case, it looks like he/she will need to do a clearn re-install.

You can access NIS support off of any of our main contact pages:

http://www.symantec.com/norton/support/productdetail/contact_ts.jsp?pvid...  

- Tim 

Kudos0

Re: They Removed NIS and Abandoned Me (?)

hi jt... also might just download program again from here and the install should pick up your license with no interaction needed from you.

mel 

Kudos0

Re: They Removed NIS and Abandoned Me (?)


MelodicWynd wrote:

hi jt... also might just download program again from here and the install should pick up your license with no interaction needed from you.

mel 


I guess that's a good one.But not sure if jt is reading this anymore
"All that we are is the result of what we have thought"
Kudos0

Re: They Removed NIS and Abandoned Me (?)

Now you are Norton free, reinstall your NIS. All the bugs should be gone. If you've lost your activation code for some reason, simply log into your Norton Account and you'll see it listed along with the number of days remaining within your subscription.
Kudos0

Re: They Removed NIS and Abandoned Me (?)


Stu wrote:What is it exactly what you are looking for?You want to use NIS again? Why not download it and install it again?

Sorry, Stu, I thought I was clear:  I'm looking for a way to get NIS working on my machine again. Although it seems like a pain in the butt, I can't think of a reason not to download it and install it again, other than I don't know how to do so. On Norton's site I see the opportunity to purchase a new copy or to install a trial version. I don't want to buy or try anything; I just want the copy I already bought to work. 
Kudos0

Re: They Removed NIS and Abandoned Me (?)


Dave wrote:

Whilst it is very odd that the representative never 'came back', you could have also tried contacting support via phone so they could guide you through the process. Please check your owner's manual for the support line in your country. 

There is a support topic written by Symantec located in their support section on how to remove all Symantec products from the system and perform a 'clean install'. 


It is very odd, I agree.  The application just hung, and now when I click on the "Chat" button, it stalls every time.  I would happily call Symantec if they didn't charge money for the call.  I'm glad my car dealer doesn't charge me to ask them a question and then tell me to do the repair work myself.
Kudos0

Re: They Removed NIS and Abandoned Me (?)


TRondeau wrote:

Hi JT - I apologize for the disconnect - but if you go back into chat support, any agent should be able to find your original case and they should be able to pick up where the last agent left off. In this case, it looks like he/she will need to do a clearn re-install.

You can access NIS support off of any of our main contact pages:

http://www.symantec.com/norton/support/productdetail/contact_ts.jsp?pvid...  

- Tim 


Thanks for the advice, but the Chat application does not work on my machine any more.  It goes through step 2, then I click "run" twice, but then nothing happens after that.  It worked fine the first time, but stopped after the customer support rep rebooted my PC.
Kudos0

Re: They Removed NIS and Abandoned Me (?)


MelodicWynd wrote:

hi jt... also might just download program again from here and the install should pick up your license with no interaction needed from you.

mel 


Thanks, but that link doesn't work for me ("Internet Explorer cannot display the webpage").  I did wander around on the Norton site -- including my account page -- looking for a way to download my product, but was unsuccessful.
Kudos0

Re: They Removed NIS and Abandoned Me (?)


donahu1 wrote:
Now you are Norton free, reinstall your NIS. All the bugs should be gone. If you've lost your activation code for some reason, simply log into your Norton Account and you'll see it listed along with the number of days remaining within your subscription.
I appreciate your suggestion. I can't find my original CD, if I ever actually had one. I do see my activation code on my Norton Account page, I just need the software on my PC. Thanks to everyone for your ideas.  As you may have gathered, I'm not tech-savvy, nor am I inclined to spend a lot of time fixing stuff on my own. The product simply broke one day.  I didn't download anything, install anything new or change any settings on my computer.  NIS may actually have been still working, but I couldn't open it -- not from the system tray icon, not from the Start menu.  I thought I should get it fixed, so I went to the Norton site and tried to get help.  Easy help.  Help that doesn't require me to temporarily quit work to fix it myself. The support system almost worked, but when it crashed, there was no Plan B.  No one called or e-mailed me to get me through to the end.  It is great to be able to look for answers on a forum like this, but it seems like the company is delegating support to its customers.
Kudos0

Re: They Removed NIS and Abandoned Me (?)

Hi jt,

If you still have your existing product key, then you are golden. Simply download the trialware version from here:

http://nct.symantecstore.com/fulfill/0184.065

After you install, you should be able to enter your already existing product key, and it will unlock the full-featured product for you.

Let us know if this doesn't work!

Cheers,

Kudos0

Re: They Removed NIS and Abandoned Me (?)

Thanks, Dave!  That link worked perfectly.  Just as MelodicWynd suggested, it picked up the registration code automatically from my account.  Again, I appreciate the ability to seek advice and help from so many people, though I don't like that it was necessary to do so.  With one small procedural tweak, the Symantec customer support rep could have e-mailed me this link when the chat application crashed. I hope that my input helps. No person or company is perfect, but NIS is a great product. Thanks again everyone.
Kudos0

Re: They Removed NIS and Abandoned Me (?)

I can confirm that you can just download the "trial version" and during the installation -- or you can go afterwards using the Norton Account heading on one of the tabs if it does not -- it will want to go to your Norton Account and get the KEY. Just log on in the boxes provided and you should be home and dry.

When I download like that I always SAVE not RUN and hope that it does not download a stub but the complete program.

I know that with N360 recently one download point gave me a stub and another gave me a 74MB file that I then burned to a CD.

Hugh

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