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Kudos0

Unable to activate Norton Security

Hi,

I’m unable to activate the Norton Security that I just bought thru Amazon.      When I click Activate Now, it tries to connect to the Norton Server, then after some seconds (5), it gives an error that says “We’re working to resolve an issue that prevents us from completing your request.   Try again later. (-6)”

This keeps coming within the last hour.

Best regards,

Nelson 

PS: Please find attached the screenshots.   

Replies

Kudos0

Re: Unable to activate Norton Security

Hi, Nelson. The server error does happen from time to time. I had it today, and after several attempts, was successful.

Keep trying and if no luck after 24 hours, contact Support.

http://www.norton.com/chat

Windows 10 Home X 64
Kudos6 Stats

Re: Unable to activate Norton Security

The problem is an entry in the windows registry.
=> HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Windows\CurrentVersion\Setup\State

here you need the following value: Name: ImageState ; Type: REG_SZ: Data: IMAGE_STATE_COMPLETE

if you have a value like  IMAGE_STATE_UNDEPLOYTE or equal change to  IMAGE_STATE_COMPLETE

After change restart computer, and it should work.

Kudos0

Re: Unable to activate Norton Security

Oh my god thank you so much it worked I was struggling with this for hours and this solution fixed it!

Kudos0

Re: Unable to activate Norton Security

I have tried and the registry does have the correct information. Is there any other location? I spent over an hour in remote help, 3 technicians, and they were still unable to fix this. We're working to resolve an issue that prevents us from completing your request. Try again later. (-6)
Kudos1 Stats

Re: Unable to activate Norton Security

@Sunil_GA

     Can you please help jaxSun activate his Norton product. Claims to have tried customer support and they couldn't help. 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.
Kudos1 Stats

Re: Unable to activate Norton Security

Hello jaxSun

I am trying to get you some help with activation problem. 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: Unable to activate Norton Security

Thanks all for your help. Especially to @Sunil_GA for you quick assistance. You knew exactly where to fix this problem and my product works great now. Thanks again.
Kudos0

Re: Unable to activate Norton Security

Thanks @Floplot, all is good now.
Kudos0

Re: Unable to activate Norton Security

Hello jaxSun

I'm glad that you are now able to use your Norton product and that I could be of some help to you.

@Sunil_GA    Thank you for helping jaxSun with his issue with activation.

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.
Kudos2 Stats

Re: Unable to activate Norton Security

I'd also like to make sure everyone understands that editing your Windows Registry is potentially very dangerous. Modifying registry keys should only be done by those familiar with the process, and only after a backup is created. We do not recommend editing the Windows registry on your own, especially if you are not familiar or comfortable with it.

Tony Weiss | Norton Forums Global Community Manager | Symantec Corporation
Kudos0

Re: Unable to activate Norton Security

hi,

i get the following message "We're working to resolve an issue that prevents us from completing your request. Try again later. (-6)". downloaded internet security form the site. On one PC it worked, on another it didnt. Pls help

Kudos1 Stats

Re: Unable to activate Norton Security

The registry mod worked for me!  Thanks to the response from Nelson Lora C.

We had several identical machines running Norton Antivirus version 21.  After an auto update to version 22, only one of the machines was giving an error of "We're working to resolve an issue that prevents us from completing your request. Try again later. (-6)".  I waited 3 days and kept trying, finally I came across this thread and tried the registry edit.  After restarting the machine, Norton connected to servers and updated the license and all went back to normal.  Thank you again.

CC

Kudos0

Re: Unable to activate Norton Security

Hello

If receiving the (-6) error, please contact customer support to get this error fixed.

.Please contact the free chat program by using this link.

http://www.norton.com/chat

Thanks

This is the official Norton procedure to get this error fixed for now. Registry fixes are not official and if attempted, it is at your own risk ! !. 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.
Kudos1 Stats

Re: Unable to activate Norton Security

Thank you Nelson Lora C. !!! I had the exact same problem . I contacted chat, they could not help me they said it was too technical and they would have to have a senior tech  call me within 24 hours ... I have been  waiting 3 days,  after no call from tech again today I looked in here and found this post (YAY). The registry edit posted by Nelson Lora C.  fixed the issue and now it is working excellent thank you again for posting

Kudos0

Re: Unable to activate Norton Security

Hi,

today after I started up my laptop it showed me that I was unprotected. So I clicked on the NIS logo and it showed me that my trial version had been expired. I do have to admit that after the install (on march the 28th) when to insert the product key it gave me an error and advised me to install Norton Remove & Reinstall. After the new install I guess it was completed. Cause the trial was valid for a several days before user need to activate the product. But today it showed me that I am unprotected.

So I clicked on "activate now" --> Communicate with Norton server --> Server error: We're working to resolve an issue that prevents us from completing your request. Try again later. (-6)

See the added zip file

After reading all the above there was a solution to edit windows registry, but I don't know how to do it...lol. So I will also contact the Norton chat to see if they can be any help.

File Attachment: 
Kudos0

Re: Unable to activate Norton Security

*Update

my problem is fixed. Through chat and help from distance they fixed the activation issue with an activation tool. Updates were downloaded and I am active again. Thanks

Kudos0

Re: Unable to activate Norton Security

Unable to Proceed

We were unable to complete activation of your upgraded product. Try again by clickingActivate Now in the main window of your product. (-1010)

Unable to Proceed

We were unable to complete activation of your upgraded product. Try again by clickingActivate Now in the main window of your product. (-1010)

Unable to Proceed

We were unable to complete activation of your upgraded product. Try again by clickingActivate Now in the main window of your product. (-1010)

Kudos0

Re: Unable to activate Norton Security

Hello Cypherdude

Please contact customer Support using free chat program. They know how to fix this problem.

.Please contact the free chat program by using this link.

http://www.norton.com/chat

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: Unable to activate Norton Security

Appreciate your help Nelson, after spending hours installing and uninstalling Norton trying to figure out the issue, I followed your instructions and it worked like a charmed. Thank You

Kudos0

Re: Unable to activate Norton Security

HOT ISSUES - NS/NSBU 22.5.0.124 Edited: 14-Jul-2015

Kudos1 Stats

Re: Unable to activate Norton Security

Hello All

Please see this new part of the first Announcement on top of this Board.

https://support.norton.com/sp/en/us/home/current/solutions/v113028823_EndUserProfile_en_us

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: Unable to activate Norton Security

Hi Everyone, 

We have fixed the Norton activation error (-6) & (-1010) with new Norton product version 22.5.2.15 release. Please run LiveUpdates to receive the latest version 22.5.2.15 and  let us know if you're still seeing the problem. Thanks.

Sunil_GA | Norton Forums Administrator | Symantec Corporation
Kudos0

Re: Unable to activate Norton Security

I'm having this same issue.  

I'm running Windows 7 64-bit pro.  There's no update available.  There's no reboot issues.  The registry key is correct, and still having this issue.  I have xfinity constant guard version they give customers for free, so I know I have a valid version.  Something is still wrong with this Symantec.  Your update did not work.  I tried to add pics of update screen and failure screen but it doesn't allow picture formats to be uploaded to your forum.

Kudos0

Re: Unable to activate Norton Security

@takeaimnfire, I have sent you a private message with info on Norton activation issue. Please check it when you get a chance. Thanks.

Sunil_GA | Norton Forums Administrator | Symantec Corporation
Kudos0

Re: Unable to activate Norton Security

Hi takeaimnfire,

Please continue to work with  @Sunil_GA  but I can not help but wonder if the failure to activate your Comcast Norton Security Suite (aka Xfinity constant guard buy some users) is not a result of you upgrading to Win 10?

Kudos0

Re: Unable to activate Norton Security

I have not upgraded to Windows 10 yet.  Like I said, system is Windows 7 pro 64-bit.  In original post.

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