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Kudos0

Norton Core will NOT access my Norton Licenses

I spent some five hours on Thursday when my Norton Core arrived trying to set it up. This included an hour on hold waiting for the Tech Support listening to the 'music' and the female voice urging me not to hang up.  Then, without me touching my phone, it hung up.

Friday morning very early, it hung up five times before I eventually got through.  90 minutes later, with the technician having taken over my phone, my Norton Core will still not access my licenses to my Norton subscriptions (that the technician confirmed existed).  I was told a more senior technician would call me back with 24-48 hours to try and solve the issue.  36 hours later, no call and the same problem exists.

Not feeling confident at this point

Respuestas

Kudos0

Re: Norton Core will NOT access my Norton Licenses

Hello Lester. Is the phone in question Android or IOS? Thanks.

Retired military (Navy 1980-2002) AO1 (AW) Aviation Warfare Specialist "From DOS to Windows10 what a journey it has been" / MS Certified Professional / Windows 10 Professional x 64 version 1809 / build 17763.437 / NCSP 22.17.0.183 / Norton Core v.282 on Android 1.93
Kudos0

Re: Norton Core will NOT access my Norton Licenses

It is an android, Samsung J7

Kudos0

Re: Norton Core will NOT access my Norton Licenses

Just spent over an hour on the phone to Tech Support, including them controlling my phone.  Finally managed to pair with the Core via Bluetooth, but still it will not recognize my Norton Subscriptions.

Issue is being escalated and will get a call back with 24 - 72 hours.

Frustrating!!!!!

Kudos0

Re: Norton Core will NOT access my Norton Licenses

Hi Lester. I bet indeed it is frustrating. Can I ask have you tried all the steps in this article? Secondarily try logging OUT of ALL your Norton accounts on ALL your devices. Restart the device you are using to setup the Core and its services and login again. See if you can get things done appropriately. Just a thought that comes to mind which has worked in other scenarios recently. Good luck with support as well. They MUST be getting swamped with call as this is a new product.

https://support.norton.com/sp/en/us/home/current/solutions/v118380509_core_en_us

Cheers

Retired military (Navy 1980-2002) AO1 (AW) Aviation Warfare Specialist "From DOS to Windows10 what a journey it has been" / MS Certified Professional / Windows 10 Professional x 64 version 1809 / build 17763.437 / NCSP 22.17.0.183 / Norton Core v.282 on Android 1.93
Kudos0

Re: Norton Core will NOT access my Norton Licenses

Yes, tried all that and more.

Thank you for the ideas though, much appreciated

Kudos0

Re: Norton Core will NOT access my Norton Licenses

See if this Support KB helps.

Things happen. Export/Backup your Norton Password Manager data.
Kudos0

Re: Norton Core will NOT access my Norton Licenses

Thank you.

Did all that, repeatedly

Thank you for the suggestion though

Kudos0

Re: Norton Core will NOT access my Norton Licenses

Did you try uninstalling and reinstalling the app on your phone? Crazy as it sounds, I’ve seen that fix similar issues before but not sure why.
Kudos1 Stats

Re: Norton Core will NOT access my Norton Licenses

All: As peterweb indicates in the KB article https://support.norton.com/sp/en/us/norton-core-security/current/solutions/v119939175_EndUserProfile_en_us?inid=hho_supp_htm_coresecurity-cur-retail-troubleshooting-04-v119939175  the error suggests there is no active license to use the core software associated with the account in question. If support can see the license yet the user cannot suggests something in the setup process was not done correctly. Richard's suggestion MAY correct the issue with the phone portion. As frustrating as it will be, doing a factory reset on Core would be the obvious approach. This would alleviate any omissions from the initial setup.

https://support.norton.com/sp/en/us/home/current/solutions/v118380509_core_en_us

Cheers

Retired military (Navy 1980-2002) AO1 (AW) Aviation Warfare Specialist "From DOS to Windows10 what a journey it has been" / MS Certified Professional / Windows 10 Professional x 64 version 1809 / build 17763.437 / NCSP 22.17.0.183 / Norton Core v.282 on Android 1.93
Kudos0

Re: Norton Core will NOT access my Norton Licenses

Thank you for these suggestions.

Tried them all during my (very) long calls with Tech Support.

Uninstalled and reinstalled the app on my phone at least twice, reset the Core at least twice (if not three times).

Still no joy at this point. Waiting for a call back

Kudos0

Re: Norton Core will NOT access my Norton Licenses

Lester have you seen this update for the Core yet? Firmware Update 170818_164

Cheers

Retired military (Navy 1980-2002) AO1 (AW) Aviation Warfare Specialist "From DOS to Windows10 what a journey it has been" / MS Certified Professional / Windows 10 Professional x 64 version 1809 / build 17763.437 / NCSP 22.17.0.183 / Norton Core v.282 on Android 1.93
Kudos0

Re: Norton Core will NOT access my Norton Licenses

What does this latest firmware update do? There are no release notes for it.
Kudos0

Re: Norton Core will NOT access my Norton Licenses

Thank you for the suggestions regarding the firmware update.

During the setup the Norton Core downloads updates and it says it is up to date, so I am presuming that is downloaded.

It is the next stage that is the problem.  I log in with my normal log in but the Core will not recognize my licenses, even though I and the Tech team can see them

Kudos0

Re: Norton Core will NOT access my Norton Licenses

All: Reported this to Symantec for a possible resolution.

Cheers

Retired military (Navy 1980-2002) AO1 (AW) Aviation Warfare Specialist "From DOS to Windows10 what a journey it has been" / MS Certified Professional / Windows 10 Professional x 64 version 1809 / build 17763.437 / NCSP 22.17.0.183 / Norton Core v.282 on Android 1.93
Kudos0

Re: Norton Core will NOT access my Norton Licenses

Thanks

Kudos0

Re: Norton Core will NOT access my Norton Licenses

This started this when my device was delivered on Thursday 17th and spent time on the phone with Tech support that day. No resolution but I was told I would get a call back within 24-36 hours.

Saturday 19th, no call so phoned, no resolution but  I was told I would get a call back with 24 - 72 hours.

It is now Wednesday 23rd, no call.  Unless my math is wrong, I am way past the 72 hour mark.......

Kudos0

Re: Norton Core will NOT access my Norton Licenses

Lester, I am sure you do not want to hear this however in another thread the solution was this: First UNINSTALLING all apps on all your devices and restarting those devices BEFORE doing the next step. Next is performing a factory reset on the core router itself. DO NOT install any firmware updates that are presented. Something has possibly been omitted during setup preventing this to work correctly. Setup the core router following these instructions:

https://support.norton.com/sp/en/us/home/current/solutions/v118380509_core_en_us

Richard1984: Release notes can be found here:

https://community.norton.com/en/forums/norton-core-firmware-update-release-notes

Cheers

Retired military (Navy 1980-2002) AO1 (AW) Aviation Warfare Specialist "From DOS to Windows10 what a journey it has been" / MS Certified Professional / Windows 10 Professional x 64 version 1809 / build 17763.437 / NCSP 22.17.0.183 / Norton Core v.282 on Android 1.93
Kudos0

Re: Norton Core will NOT access my Norton Licenses

SoulAsylum, uninstall all apps on the phone or just all Norton apps? You need to be specific as he may be charged money to reinstall many of his apps; that and I don’t see how uninstalling every single app will help fix his problem.
Kudos0

Re: Norton Core will NOT access my Norton Licenses

In addition, you have no option to cancel Norton Core installing updates during setup; it’s all automated.
Kudos0

Re: Norton Core will NOT access my Norton Licenses

Thank you.

I have uninstalled the Norton Core app and done the factory reset, but not all the Norton Apps

Will try this as I am presuming you just meant the Norton apps

Kudos0

Re: Norton Core will NOT access my Norton Licenses

Lester remove ALL apps on all phones.

Richard. No reoccurring costs are involved. If there are active subscriptions the software should be available once he logs into his account.  Steps 6 and 7 activate the router and gets things in motion. Section 4-5 instructs installation of Norton Security. Again, this will be tied to an already active account. The Android app comes from the Google play store and is FREE.

 https://support.norton.com/sp/en/us/home/current/solutions/v118380509_core_en_us

Cheers

Retired military (Navy 1980-2002) AO1 (AW) Aviation Warfare Specialist "From DOS to Windows10 what a journey it has been" / MS Certified Professional / Windows 10 Professional x 64 version 1809 / build 17763.437 / NCSP 22.17.0.183 / Norton Core v.282 on Android 1.93
Kudos0

Re: Norton Core will NOT access my Norton Licenses

Again, why uninstall ALL apps? I’m not trying to be stupid, it’s just that I’ve worked professionally with cell phones (Android and iOS) for years, and advising that doesn’t make any technical sense to me. And yes, some Android developers DO charge full price if you reinstall their apps, as do some iOS developers. They’re not required to allow reinstalls for free.

Kudos0

Re: Norton Core will NOT access my Norton Licenses

Lester, before removing all apps, make sure you backup your phone completely, including pics and music, as those last two are irreplaceable.
Kudos0

Re: Norton Core will NOT access my Norton Licenses

Richard I am NOT insinuating doing a factory reset on the phone just removing the core app. All app meant this, all core apps installed on phones currently with them. NOT a factory reset. Hope that clarifies things

Retired military (Navy 1980-2002) AO1 (AW) Aviation Warfare Specialist "From DOS to Windows10 what a journey it has been" / MS Certified Professional / Windows 10 Professional x 64 version 1809 / build 17763.437 / NCSP 22.17.0.183 / Norton Core v.282 on Android 1.93
Accepted Solution
Kudos0

Re: Norton Core will NOT access my Norton Licenses

Friday night, uninstalled and reinstalled Norton Core App, tried again and it WORKED!!!!

Now have my Norton Core working.

Just need to work out how to stop the double network as I have the Comcast Router (despite following the instructions) and to get my extender to recognize the new network.

Otherwise, impressed so far.

Kudos0

Re: Norton Core will NOT access my Norton Licenses

Lester Great news!! Please mark the thread as solved if indeed you feel it has been, would be much appreciated since other can then see your accepted solution.

Cheers

Retired military (Navy 1980-2002) AO1 (AW) Aviation Warfare Specialist "From DOS to Windows10 what a journey it has been" / MS Certified Professional / Windows 10 Professional x 64 version 1809 / build 17763.437 / NCSP 22.17.0.183 / Norton Core v.282 on Android 1.93
Kudos0

Re: Norton Core will NOT access my Norton Licenses

My apologies I thought I had already done that.  Just been and ticked the box.

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