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devices covered on Norton Acct. vs active Norton on all devices?

Envoyé le: 2023-09-17 | 10:17 · 10 Replies · · Traduction:

I have been on Norton chat for 2 sessions and got same information. Remove Norton from device and reinstall and this will update Licenses on our Norton account. It seems that is the only solution they know to suggest fixing the problem. I did as instruct, and the results are the same. Our Norton account shows out of date information as compared to what is active on each of our devices. Plus, one of the active devices on our account does not have current information for I don't know what actual iPhone is on the Norton account. 

It appears that all Norton products are running on our devices, but I don't know what to do to correct this information on the Norton account. I have 5 licenses and Norton account reflects we are using 3 licenses while actually we have it installed on 4 devices.

Should I be worried about this disparity? I am about to the point of cancelling all and starting with another company due to this inadequate support. 

Thématiques: Account Settings, Device Count, Manage Licence, Activation

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Re: devices covered on Norton Acct. vs active Norton on all devices?

Envoyé le: 2023-09-17 | 10:45 · Édité: 2023-09-17 | 10:59 · Permalien

fwiw ~
Please review:
Identify devices that are currently protected by Norton - 04-Aug-2023
https://community.norton.com/en/forums/how-identify-devices-are-protected-name-assigned-norton-does-not-help-all

Remove Device vs Remove License - 09/30/22
https://community.norton.com/en/comment/8535211#comment-8535211

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Re: devices covered on Norton Acct. vs active Norton on all devices?

Envoyé le: 2023-09-18 | 15:58 · Permalien

I read several suggestions to use the Norton Classic to solve my problems but found out Norton has deleted that product so I cannot access it as suggested.  I have gone back to the Norton Account and deleted and reinstalled Norton on both of your iPhones using unique names. However, when reviewing our Norton account there is only one iPhone with just iPhone as the name.  I am back to where I started. Any suggestions? 

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Re: devices covered on Norton Acct. vs active Norton on all devices?

Envoyé le: 2023-09-18 | 16:14 · Édité: 2023-09-18 | 16:30 · Permalien

G-Dad:

I read several suggestions to use the Norton Classic to solve my problems but found out Norton has deleted that product so I cannot access it as suggested.  

R U referring to Norton 360 Classic view?

Open My Norton for My Norton view 
Open Norton 360 for Classic view

 https://community.norton.com/en/comment/8546416#comment-8546416

 G-Dad:
I have gone back to the Norton Account and deleted and reinstalled Norton on both of your iPhones using unique names. However, when reviewing our Norton account there is only one iPhone with just iPhone as the name. 

Sorry, I have an android device identified as motorola_moto (model #)

Let hear from users with multiple mobile devices.  

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Re: devices covered on Norton Acct. vs active Norton on all devices?

Envoyé le: 2023-09-18 | 19:04 · Permalien

From one of the links given by bjm_  above, see this post where it explains the difference between the Devices page and the My Subscriptions page in your Norton Account. The Devices page is often incorrect, but the My Subscriptions page always has the correct information.

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Re: devices covered on Norton Acct. vs active Norton on all devices?

Envoyé le: 2023-09-19 | 04:30 · Édité: 2023-09-19 | 05:17 · Permalien

The Devices page in your Norton Account is notorious for being incorrect. The first thing to check is to open the classic 360 interface on your devices by clicking on the Norton icon in the system tray and clicking on Open Norton 360. Then click on Settings > Administrative Settings and be sure Remote Management is turned on. That will allow the device to be listed in your Account. It may take a little time as it is not instantaneous. (credit peterweb)

Confirm Remote Management is On + Restart (not Shut down) machine.

To get an accurate list of devices, log into your Norton Account and click on the user icon at the top right, then click on Manage My Subscriptions. Then find your current subscription and click on Manage Licenses to see the list of devices activated on that subscription. (credit peterweb)

Sign In to your My Norton account here >
https://my.norton.com/extspa/account/subscriptions

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Re: devices covered on Norton Acct. vs active Norton on all devices?

Envoyé le: 2023-09-19 | 09:45 · Permalien

Not sure if it is part of the problem but Norton sign on is for both Norton and Lifelock? When I select open Norton it does not take me to the Classic view.  

BJM - seeing android device note, I have loaded Norton on our Samsung Galaxy Tablet and don't see that device on the Norton Account either. 

All my devices are reflecting on "About" the same Version, Serial Number and Product info. (which is Norton360 Deluxe)

Given the comments about the information on the Norton Account which gives the feeling it is not dependable and current. My major concern when I started this journey to have all my devices current on the devices as well as the Norton Account. I have a simple question since the Norton Products are active and running. Are those devices protected even though they are not registered on the Norton account? 

I am still concerned that I now have Norton loaded on 5 devices but Norton Account on reflects 3.

Next steps?

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Re: devices covered on Norton Acct. vs active Norton on all devices?

Envoyé le: 2023-09-19 | 10:04 · Édité: 2023-09-19 | 10:05 · Permalien

G-Dad:

Not sure if it is part of the problem but Norton sign on is for both Norton and Lifelock? When I select open Norton it does not take me to the Classic view.  

Sorry, for belaboring the point. 
Please, what do you see with Open Norton 360? (regardless whether you're Sign'd In to any Norton).
 

How to post an image in the forums (mask personal info)
https://community.norton.com/en/forums/how-post-image-forums-0

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Re: devices covered on Norton Acct. vs active Norton on all devices?

Envoyé le: 2023-09-19 | 10:08 · Édité: 2023-09-19 | 10:09 · Permalien

G-Dad:

All my devices are reflecting on "About" the same Version, Serial Number and Product info. (which is Norton360 Deluxe)

fwiw ~ my Windows experience ~ Norton picks up the "Device Name" from the "System Name".

for example:
Norton 360 - Classic view - Help > General Information > About > Device Name
 

for example: Windows 10 Home
Type info in the search box on your taskbar, and then select System Information.

Rename PC in Windows 10
https://www.tenforums.com/tutorials/5174-change-computer-name-windows-10-a.html

Rename PC in Windows 11
https://www.elevenforum.com/t/rename-pc-in-windows-11.636/

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Re: devices covered on Norton Acct. vs active Norton on all devices?

Envoyé le: 2023-09-19 | 12:36 · Édité: 2023-09-19 | 12:42 · Permalien

G-Dad:

I am still concerned that I now have Norton loaded on 5 devices but Norton Account on reflects 3.

Maybe, another device Restart?
How many Devices under Manager Licenses?  

Sign In to your My Norton account here >
https://my.norton.com/extspa/account/subscriptions

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Re: devices covered on Norton Acct. vs active Norton on all devices?

Envoyé le: 2023-09-19 | 16:26 · Permalien

I am still concerned that I now have Norton loaded on 5 devices but Norton Account on reflects 3.

I hate to keep pointing out the issue with devices not showing is only on the Devices page. And this is a problem Norton has had for a long time now. If you click on the user icon at the top right of the Norton Account page and click on Manage my Subscriptions. Then click on Manage Licenses for your current subscription. That will list all devices activated on your subscription. This list has always been correct. 

If your device has Active showing on the main interface, and Norton is working on that device, that device is registered and activated on your subscription.

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