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Kudos0

Norton 360 Complete and Utter Failure

Hey All-

Here's my second attempt. I found that Norton's online is happy to log me out automatically while I'm writing a note here, so I spent the last 15 minutes writing for absolutely no good. I am near the breaking point with the terrible software of this company! 

So, I subscribed to Norton 360+Lifelock though my work. 

A few weeks ago, I attempted to install the security software on my PC. I only built this PC a month ago, so it had CAD and photography tools installed, but nothing beyond generic Windows 10 security stuff.  Network is a wired connection to a Verizon FiOS router. Their router, nothing weird even possible to set up in that one, it's all cloud managed. 

I went to the Nortion site, logged into my account, attempted to download via links offered. Nothing. The Chrome browser didn't even register that a download was in progress. Nothing downloaded. 

So I tried Firefox. Still nothing. 

So I tried Microsoft Edge. That actually delivered something: a downloader, not the actual application (I'm sure most here are familiar wit this). So I run the downloader. It chews away for about three minutes, then produces the "unknown error" codes, as shown in the attached screenshot. 

I reset the PC, try it again. Same issue. I turn off Windows Firewall. Same deal. It just fails, and the code's got no idea why. I click on the "Send to Symantec" button. Maybe that worked.. I never heard a thing back from them. 

So earlier this week, I had some time and decided to try the support Chat. I got connected to Mr. Dushyant Singh. He proceeded to take over my PC. He tried the same things I had tried. Chrome wouldn't download anything. He ran Edge, and it downloaded the downloader. He ran the downloader. It failed. He downloaded a Symantec support program of some sort, ran the Norton uninstaller. Rebooted my PC, ran the downloader. It failed. He repeated the process, this time using Regedit to look for Norton keys that the uninstaller missed. He found a few. Tried to run the downloader. It failed in exactly the same way. 

Next, he used his tools to download the actual Norton binary, or so it seemed. Now we're getting somewhere!  This installed! It ran! It let me log into my Norton 360 account! It asked for a key code!?!? Key code -- I'm on a subscription. I don't have a stinkin' key code. Dushyant produced one. It failed. He produced a second one. It also failed. 

At this point, he basically gave up, said Norton people would be in touch. They have not been in touch. 

So, with about six total hours invested, the program is still not properly installed, and in fact, it doesn't even seem to understand how the Norton 360+Lifelock subscription works. Does anyone at Norton/Symantec know how this stuff works? It should not take six hours to install a program. I think my record is about five minutes, that included a gigabyte or two download, as well as an online authorization... and that's for a $12,000 professional CAD program. Norton seems to be very proactive at protecting me against the software I've paid for. This level of incompetance really makes me wonder about their ability to deal with security. 

Anyway, as a last ditch, I figured I'd ask here before trying to get out of paying for nonfunctional software in every paycheck. Maybe someone reading these knows a bit more about this than Norton's regular support staff? 

File Attachment: 
Labels: Norton 360

Respostas

Kudos0

Re: Norton 360 Complete and Utter Failure

So, I subscribed to Norton 360+Lifelock though my work. 

Is your work's head office located in the same country as you are residing? Just a shot in the dark that you might be running into a geo lock issue. 

This installed! It ran! It let me log into my Norton 360 account! It asked for a key code!?!? Key code -- I'm on a subscription.

Is your subscription through your work, as you noted above? If so, you need to get the activation code from your IT department. That will connect your copy of 360 with the subscription associated with the account.

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

Re: Norton 360 Complete and Utter Failure

Is your work's head office located in the same country as you are residing? Just a shot in the dark that you might be running into a geo lock issue. 

Nope. Small company, and I'm 50 minutes away by car. Both in the USA. 

Is your subscription through your work, as you noted above? If so, you need to get the activation code from your IT department. That will connect your copy of 360 with the subscription associated with the account.

Not what you're thinking. It's an individual subscription offered at a discount as a corporate benefit -- NOT a corporate subscription. I have an account. I had absolutely no trouble installing the Android version on my phone, and my account rekons that device as one of the five devices permitted under the subscription license.

I have used probably hundreds of commerical applications. It's rare-to-unheard-of that you need both a key and an online authorization. The key would be for a stand-alone version, not one that requires login and management though a web account, which is exactly how it works between my phone and Norton360 for Android. That one took a minute and a half to install. 

I did, however, ask our personnel/benefits manager about this, just in case. She'll be the person I'll be asking next week about cancelling the plan, assuming no one at Symantec shows up who has the slightest clue how this is supposed to work. I'm still literally blown away that their install process failed in so many, many ways even before I had anything running on my system. It's quite reasonable to believe that their support guy sent me the wrong binary.

But you'd think, in this age, they could have offered a direct download of the correct program, just in case their stupid download manager failed. That's just plain common sense. There hasn't been much of a need for a download manager in the era of broadband just to get going... obviously, for an antivirus, you'd need updates of the virus database. But the app itself had no problem logging me in to the Norton account. And if the installer actually had problems accessing the internet itself, they'd have no problem simply reporting that, rather than "unknown error". 

Thanks for the response!

Kudos0

Re: Norton 360 Complete and Utter Failure

If you have the subscription under your name, log into your Norton Account, then click the user icon at the top right and click on My Subscriptions. Find your current subscription and click on the Download link there. That should bring up a page to install on this device or on another. Click on this device and follow the prompts. That should get the correct product installed and activated on your device.

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

Re: Norton 360 Complete and Utter Failure

You are describing the obvious and exact steps I attempted to follow. As discussed in my initial post here, that download link failed to anything. Repeating the procedure on MS Edge got me the download, but that is just Norton's downloader. The photo of that failing is attached to the original post.
Kudos0

Re: Norton 360 Complete and Utter Failure

Did you build this computer yourself, or have it built for you? If it was built for you, are you sure there was no other security software trial versions installed?

Have you disabled the Windows Fast Startup feature? If you use Windows 8/8.1 or 10, there can be an issue with the Windows Fast Startup feature.. See more information here.

Hopefully others in the community can chime in with other ideas.

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

Re: Norton 360 Complete and Utter Failure

Dave Haynie :

...But you'd think, in this age, they could have offered a direct download of the correct program, just in case their stupid download manager failed...

Hi Dave Haynie:

This error for the download of the stub installer has appeared in the past and the usual workaround was to use the full (~ 200 MB or larger) offline installer.  When this download error occurred in June 2017 it was reported by several users and had to fixed by Norton - see Symantc employee Sunil_GA's post <here>.

You mentioned you were located in the US, but what Norton 360 with LifeLock product do you have (see the product comparison chart on their US site <here>).  Three of these "new" Norton 360 products - Standard / Deluxe / with LifeLock Select - all come with some level of LifeLock protection, although the "Dark Web Monitoring" feature in the Standard / Deluxe versions is not real credit monitoring and does nothing more than scan your email address to see if your login credentials might have been stolen in a data breach (you can do this yourself for free at Microsoft Regional Director Troy Hunt's site https://haveibeenpwned.com/ or Mozilla's https://monitor.firefox.com/).

Hi peterweb:

Do you know the generic link(s) for the "new" Norton 360 Standard / Deluxe / with LifeLock Select full offline installers (e.g. httpx:// www.norton.com /latestxxx)? I only know the links to the "old" Norton 360 offline installers, and I'm not sure if each version of the "new" Norton 360 requires a separate installer (e.g., like the "old" N360 Standard vs N360 Premium).  If someone following this thread can't provide those links then Dave Haynie should be able to get that information from Norton Customer Support via a Live Chat at https://www.norton.com/chat.

EDIT:

I just checked, and it seems odd to me that the Norton US site still doesn't offer trial versions of the "new" Norton 360 at https://us.norton.com/downloads?inid=nortoncom_nav_downloads_homepage:home.  In the past user could download the full offline installer as a trial version and then activate their subscription with their product key.  I hope full offline installers for the "new" Norton 360 are actually available for download from their FTP site.
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32-bit Vista Home Premium SP2 * Firefox ESR v52.9.0 * Norton Security Deluxe v22.15.2.22

Kudos0

Re: Norton 360 Complete and Utter Failure

lmacri:

EDIT:

I just checked, and it seems odd to me that the Norton US site still doesn't offer trial versions of the "new" Norton 360 at https://us.norton.com/downloads?inid=nortoncom_nav_downloads_homepage:home.  In the past user could download the full offline installer as a trial version and then activate their subscription with their product key.  I hope full offline installers for the "new" Norton 360 are actually available for download from their FTP site.

maybe, NEW N360 by invite "only"? 

https://community.norton.com/en/forums/new-norton-360-upgrade-offer-existing-customers 

....seems odd to me that Chat Support appears to recognize NEW N360 and Norton Security would be deemed "other". 

Kudos1 Stats

Re: Norton 360 Complete and Utter Failure

Hi peterweb:

Do you know the generic link(s) for the "new" Norton 360 Standard / Deluxe / with LifeLock Select full offline installers (e.g. httpx:// www.norton.com /latestxxx)?

I do not know of any links yet. I have asked for information on this and will post back when I hear something.

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

Re: Norton 360 Complete and Utter Failure

bjm_:

maybe, NEW N360 by invite "only"?

https://community.norton.com/en/forums/new-norton-360-upgrade-offer-existing-customers

Hi bjm_:

I'm aware of the free upgrade offer for existing customers, but if anyone living in the US can purchase the "new" Norton 360 from their online store at https://us.norton.com/products then it seems odd that US customers can't download a trial version of the "new" Norton 360 from that same US site.

Just a side note. I live in Canada and the Canadian-English and Canadian-French sites at https://ca.norton.com/products are currently still offering the Norton Security line of products for sale, but for some strange reason the "new" Norton 360 is available for purchase on the German site at https://de.norton.com/products as well as the French site at https://fr.norton.com/products (prices are quoted in Euros). One of the footnotes at the bottom of those European sites does state "Nur in englischer Sprache" and "En anglais uniquement" but I have no idea if that "English only" footnote refers to LifeLock Select credit monitoring, Secure VPN or some other "new" Norton 360 feature(s).
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32-bit Vista Home Premium SP2 * Firefox ESR v52.9.0 * Norton Security Deluxe v22.15.2.22

Kudos0

Re: Norton 360 Complete and Utter Failure

lmacri:
bjm_:

maybe, NEW N360 by invite "only"?

https://community.norton.com/en/forums/new-norton-360-upgrade-offer-existing-customers

Hi bjm_:

I'm aware of the free upgrade offer for existing customers, but if anyone living in the US can purchase the "new" Norton 360 from their online store at https://us.norton.com/products then it seems odd that US customers can't download a trial version of the "new" Norton 360 from that same US site.

Hmm, Okay.   Norton practices do seem odd.  I've thought Norton practices "odd" since v22.x release in 2014.  Just me.  
Regards w Respect

Kudos0

Re: Norton 360 Complete and Utter Failure

 it seems odd that US customers can't download a trial version of the "new" Norton 360 from that same US site.

AFAIK  Norton is just using the 60 day refund period as the 'trial'.

Things happen. Export/Backup your Norton Password Manager data.
Accepted Solution
Kudos3 Stats

Re: Norton 360 Complete and Utter Failure

peterweb:

Hi peterweb:

Do you know the generic link(s) for the "new" Norton 360 Standard / Deluxe / with LifeLock Select full offline installers (e.g. httpx:// www.norton.com /latestxxx)?

I do not know of any links yet. I have asked for information on this and will post back when I hear something.

@lmacri

This should get you the new 360 product.     http://www.norton.com/cspn360

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

Re: Norton 360 Complete and Utter Failure

You mentioned you were located in the US, but what Norton 360 with LifeLock product do you have (see the product comparison chart on their US site <here>).  

I have "LifeLock with Norton Benefit Essential," which I believe is only available though a corporate deal. 

This error for the download of the stub installer has appeared in the past and the usual workaround was to use the full (~ 200 MB or larger) offline installer. 

It's interesting that they've know about this failure for at least two years, and yet, have not fixed it. Wonderful. And yes, I naturally went look for the full download... 200MB downloads in a minute, not really much of an issue. The whole idea of requiring some kind of download manager is a relic of the 20th Century, seems to me. The fact that it's flawed as well is just icing on the whole stupid cake. 

As I discussed in my initial post, I did attempt to fix this via live chat. The support person who dealt with me basically ignored the body of my complaint, ran through the same install procedure multiple times, failing each time just as I had. He then proceeded to download a full install, which was clearly for the wrong product. After that he was supposedly going to "escalate" the problem and I'd hear back in 24-48 hours. I have not heard back in days. And I really don't, at this point, have another four hours to devote to support people who don't understand the product and will simply waste my time. I'm a computer professional, I pretty much diagnosed the problem on my own, and yes, the correct product installer is the likely solution, but Norton doesn't seem able to hire people who understand their product, fix their product, or respond with a very, very simple request. 

Kudos0

Re: Norton 360 Complete and Utter Failure

Thank you! That worked!  It took all of 30 seconds.

I'm grateful, though I'm quite mystified that Norton/Symantec couldn't directly provide the actual program, rather than using an installer that's been a know problem for years, and maintains a support staff not properly trained in their software. 

Kudos1 Stats

Re: Norton 360 Complete and Utter Failure

Dave Haynie:

...I have "LifeLock with Norton Benefit Essential," which I believe is only available though a corporate deal...

... Norton doesn't seem able to hire people who understand their product, fix their product, or respond with a very, very simple request....

Hi Dave Haynie:

I'd never heard of a product called LifeLock with Norton Benefit Essential, but a Google search directed me to the LifeLock site at https://www.lifelockbusinesssolutions.com/industries/employee-benefits/employers/.  This looks likes a special business version of the new home consumer product Norton 360 with LifeLock Ultimate Plus. I've had more than one poor experiences myself with Norton Customer Support at https://www.norton.com/chat and I'm often unhappy with the level of service I receive (it sometimes takes 2 or 3 chat sessions before I finally find someone who can assist me), but in your case I'm not even sure they're responsible for providing support for LifeLock with Norton Benefit Essential.

You might want to contact LifeLock Business Solutions and ask them if this forum for Norton home consumer products was the correct forum to post your question, and whether Norton Live Chat is supposed to provide support for your product.  I imagine we could help here with most of the technical questions related to the "new" Norton 360 antivirus software but you might have to contact LifeLock directly about issues related to your LifeLock credit monitoring.
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32-bit Vista Home Premium SP2 * Firefox ESR v52.9.0 * Norton Security Deluxe v22.15.2.22

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