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Kudos0

Upgraded from N360 to NSB but Online Norton Mgmt still shows N360

Hi,

I have been a Norton user for past 5+ years. Recently I upgraded all the different Windows PC's from N360 to Norton Security with Backup (10 license option) aka NSB

All of them got upgraded successfully (and during installation process they did indicate about uninstalling the older version).

My issue is that when I log online to Norton Account management (NM) to look at device status, and click on any specific device, they show both NSB as well as N360 installed (though later shows as expired). I tried pressing the trashbin button adjacent to the N360 for each device (in the online norton mgmt) and the page seems to refresh for some time and then it produces a message in the local PC "Failed to uninstall N360" and then the said device in NM will say that uninstall failed

I guess N360 did get successfully remove from each of the PC's (I can't see them in uninstall programs) but possibly the Norton Account database is not updated. This is frustrating as not all the PC's are physically accessible to me and if I have to check whether the system anti-virus status etc is fine, Norton mgmt is the only way and if it shows a RED CROSS mark under each device in NM...So I would need to click on each individual device to know whether it is because of N360 failed uninstall or computer not being regularly updated.

Thanks

Hari

Replies

Kudos0

Re: Upgraded from N360 to NSB but Online Norton Mgmt still shows N360

hi Hari

Norton Management is a pain in the ***.

I had exactly the same situation as described. Despite Norton 360 being shown as Expired with no devices on which it is installed under Services and NSwB showing the 5 devices installed in Services, of them 3 devices where N360 was previously installed had both programs as installed under Devices. 

In the end I decided to clear the devices from the Account by clicking on the Bin next to the Name of the device however, if you do this it appears you have to reinstall Norton on each of the devices, I could not find any other method although it is possible there is some other way they can show up in Devices. I tried clicking on Subscription Status, Account, Get Support and New Version Check for each device from the Norton main UI in the vain hope it would kick start something.

Another thing that bugs me is that under Services the devices are name correctly and when I deleted them and reinstalled the names under Devices were correct when Norton updated last night one disappeared and the name was changed for another under Devices.

Let me know if you find an easy fix for it or hopefully somebody can suggest a cure.

Michael  

Kudos0

Re: Upgraded from N360 to NSB but Online Norton Mgmt still shows N360

Hey Michael - Thanks for letting me know that you also experienced the same issue...and it was not something trivial that I missed. The word "Management" in NM is a misnomer..to say the least.

Btw, I had tried one more thing (which I guess you also did) which does NOT work. Click on the bin button under "Services" and in it all the devices mentioned under ''N360"..Though the N360 no longer had any devices in the "Services", on the "Devices" tab they do have N360

Btw, I had one very big issue with Norton for which I had to go through lot of pain. Recently bough a laptop for my father (which had McAfee preinstalled - MA) and before sending it off to him, I wanted to configure it with NSB. Downloaded NSB and it automatically starts removing MA.Sounds good right; except it isn't. In the time gap between MA is uninstalled and NSB is trying to get installed, the computer got attacked with numerous stuff and it didnt even let Norton to get installed properly. Spent a painful couple of hours in rectifying. And even after NSB was installed it didnt detect all the virus/malware/PUP etc and I had to use a host of other programs for the "Second Opinion" 

Ironically a similar gap exists even when moving between Norton products. When I was changing from N360 to NSB and NSB automatically uninstalled N360, Windows Firewall and Defender do NOT get switched on automatically. It only displays a message to do so. What if the computer is a slower configuration/RAM one wherein by the time you click on the desired options to turn on Firewall/Defender etc it is already too late. I'm very unhappy with the obvious flaws and 

I gave you the above account because you mentioned about "I decided to clear the devices from the Account by clicking on the Bin next to the Name of the device " and the problems that it causes around being attacked by the time you do a fresh install.

"Name Change" is yet another irritations which comes in many flavours.

One other big issue I see is the need for "second opinion" (SO) that I mentioned above; For the last 5 years I thought having Norton means I dont need to have anything else which is far from true. When one of my brand new laptops mentioned above got infected I learned from Microsoft forums about other SO programs that are compatible with Norton and used it to remove alien stuff. Obviosuly once the removal process was done I uninstalled these SO, but the fact that Norton has NOT incorporated the intelligence of these SO makes me question the usefulness of paying the yearly fee

Thanks

Hari

Kudos0

Re: Upgraded from N360 to NSB but Online Norton Mgmt still shows N360

hi Hari

To be infected in the time to uninstall one AV and install another is terrible luck, I have not come across this before, not to say it does not happen.

Clicking the Bin next to a device under Services removes it from that page but from memory does not clear the device under devices.

Apparently you do need to have Remote Management enabled which is in the Administrative Settings after you click on Settings at the top of the main Norton UI, not that it makes any difference to our problem as mine has always been set ON!

Are you in the situation on your fathers Laptop that Norton is now installed as if McAfee is not uninstalled properly your father may come across problems with Norton not working properly in the future.

I have recently uninstalled McAfee on one of my laptops to install Norton Security with Backup.

Each anti-virus program will detect different things, Norton itself rarely treats Potentially Unwanted Programs (PUP) or Potentially Unwanted Applications (PUA) as a risk. With a new laptop there are always (unless a Microsoft Signature scheme device) lots of added programs and software often known as Bloatware installed which is what may have been identified. How did you find out that the laptop had been infected?

It is often thought sensible to have a backup scanning program in addition to your main AV, I have used Malwarebytes free version for many years and run a scan every so often to check. Some people use the Premium version which works in real time however, many say it is not a good idea to have more than one real time program running as conflicts may occur although some say different combinations work quite well together these days. There are the settings in your browser which can help and not installing various programs such as Java and even Flash Player and Adobe PDF Reader if you don't need them to be installed.

I use a program called Winpatrol which is not an AV but does help to stop unwanted programs running or installing without acknowledgement from the user.   

Norton has been one of the top AV programs for many years and in the end we take our choices and keep with whatever we are happy with, some free versions of AV are not quite as good as paid for versions from the same Company.

Michael

Kudos0

Re: Upgraded from N360 to NSB but Online Norton Mgmt still shows N360

Hi,

The way I came to know the new computer was infected is...it got totally frozen, porn images suddenly started floating through, the whole computer came down to a scrawl..And this all happened once Norton uninstalled McAfee and it itself had NOT fully got installed. And this is a brand new Yoga Pro 3 laptop (which doesnt have superfish etc) so you would expect it to be NOT having any previous issues/programs that caused it to be attacked. 

I had to use combination of Hitman Pro, Adaware and Malware bytes before the computer returned to normal state (I hope it did :). Each of these SO softwares detected one issue or another (i checked their logs and they were all valid detections). One of these programs also pointed out that even the Proxy has been changed (NSB didnt indicate this).

I have heard about Anti-virus programs not co-existing so after everything was settled I uninstalled the SO softwares.

Anyway, the approach I decided for future is to download the Norton Installation files and do the installation process offline and connect back when everything is installed correctly. But then I felt stupid as the PC's I'm managing need internet connectivity in order for me to do the installation through team viewer..So it seems there is no easy solution...

Thanks

Hari

Kudos0

Re: Upgraded from N360 to NSB but Online Norton Mgmt still shows N360

hi Hari

Hopefully you have managed to clear completely the infections from your fathers laptop that being the case you'd be extraordinarily unlucky to be infected in the same fashion.

I would however take the time to download the McAfee Application Removal Tool to ensure a clean as possible uninstall of McAfee before reinstalling Norton, it may be as well to also run the Norton Removal Tool to ensure that the initial installation is properly removed.

Michael  

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