3rd Install Prohibited

I installed N360 on a new, 3rd computer. Then, due to an early OS problem, I needed to revert the system to the factory image. When I attempted to install N360 a second time on the same machine the installer apparently still sees a 3rd install and asks that I purchase another copy.

 

How do I 'reset' your awareness?


markg2 wrote:

I installed N360 on a new, 3rd computer. Then, due to an early OS problem, I needed to revert the system to the factory image. When I attempted to install N360 a second time on the same machine the installer apparently still sees a 3rd install and asks that I purchase another copy.

 

How do I 'reset' your awareness?


Hi markg2,

 

That should not normally happen - a reinstall on the same system should not require another license.  In this situation, I would suggest  you contact Live chat, explain the situation to them and they should be able to free up an activation.



Live chat- www.norton.com/chat
 

Mark,

 

As Yank suggests you can contact Support and they will fix it quickly and with no problems but you may like to try it yourself by installing the Norton Management App -- click on Account and you should see or get a link at some point to Norton Management app so download and install it and when it's updated the data you will see your different PCs, choose the one that you did the reinstall on and click on the Dustbin.

 

This will deactivate the installation  and so free it up for another activation.

 

I don't think you have to reinstall but just enter the KEY again when you click on Subscribe / Renew and then on the link that says you have a KEY .....

 

With Norton Management you can give your computers user friendly name like Mark Desktop which makes it easier to do things in the future.

 

Hope that is clear and helps -- let us know if you have any problems.

I will definitely first try the management app--thanks for the suggesiton.

Please let us know how you get on ....

The problem remains a problem and not for a lack of effort.

 

Despite getting rid of the 3rd computer on the management screen the account still shows 3 installs.

 

In the management screen after deleting the 3rd install and clicking on Add and some sort of downloader downloads and 'initializes' it disappears.

 

Support so far has been utterly useless. For 3 days at different times I've attempted to 'Chat' only to be told on screen, after spending the time to fill out the screen data, that they're busy but providing no estimate of queue time. IMO, this is clearly an example of a public company cutting costs (support personnel) to increase quarterly profits--certainly not how Peter Norton used to run the company.

 

So I'm reinstalling MS Security Essentials on the machine and will attempt to contact support at some future time.

 

Thanks for the help--

 

Mark

Try logging into   www.manage.norton.com

 

Click on the My Account tab. Look for your current subscription, and check the list of computers for the installation hyou want to recover. Click the trash can beside that installation to free it up for your new computer.

 

Now try installing your product.

 

 

 


markg2 wrote:

The problem remains a problem and not for a lack of effort.

 

Despite getting rid of the 3rd computer on the management screen the account still shows 3 installs.

 

In the management screen after deleting the 3rd install and clicking on Add and some sort of downloader downloads and 'initializes' it disappears.

 

Support so far has been utterly useless. For 3 days at different times I've attempted to 'Chat' only to be told on screen, after spending the time to fill out the screen data, that they're busy but providing no estimate of queue time. IMO, this is clearly an example of a public company cutting costs (support personnel) to increase quarterly profits--certainly not how Peter Norton used to run the company.

 

So I'm reinstalling MS Security Essentials on the machine and will attempt to contact support at some future time.

 

Thanks for the help--

 

Mark


Hi Mark,

 

I am going to removed the "sovled" from this thread as you (the opriginal poster) states the problem is still a problem and unmarkingit as solved may attract more attention/assistance.

 

As I stated before in this thread, in this situation, your best bet is to contact CHAT.  I understand they may be backlogged - especially on the weekend - but urge you to hang in there and wait them out - if you do, I'm sure the wait will be worth your while as they will be able to assist you!

 

 

I guess you were correct regarding less support traffic after the holiday. I didn't mind waiting the 10 minutes this time and the install problem is resolved plus another topic I nipped in the bud.

 

Speaking of which, when I retire the XP machine, if I simply uninstall N360 will that theoretically release a license?

 

And if anyone from the company should glance at this message--I would suggest that they add to telephone support a call back feature so you don't have to wait in the queue. And for the chat, to make a computer noise when your queue is up so you don't have to sit in front of the computer all the while, while waiting.

 

That all said, thanks again for the reliable support amongst the community.

 

Mark


markg2 wrote:

I guess you were correct regarding less support traffic after the holiday. I didn't mind waiting the 10 minutes this time and the install problem is resolved plus another topic I nipped in the bud.

 

Glad to hear you got it all sorted out.

 

Speaking of which, when I retire the XP machine, if I simply uninstall N360 will that theoretically release a license?

 

No, you wil have to go into Norton Management (Manage widget) and locate the XP machine on the My Account tab, and lcickon the remove license Trash Can.  This will free up the license, merely removing the program does not free up the license.

 

And if anyone from the company should glance at this message--I would suggest that they add to telephone support a call back feature so you don't have to wait in the queue.

 

There is a Norton Product available Norton One that incorporates license for up to 5 devices, free 24/7 support which includes a call back feature, free virus removal etc - all the details here:   http://us.norton.com/norton-one/promo

 

And for the chat, to make a computer noise when your queue is up so you don't have to sit in front of the computer all the while, while waiting.

 

That sounds like a good idea - perhaps you can post it on the Product Suggestion Board.

 

That all said, thanks again for the reliable support amongst the community.

 

You are very welcome.

 

Mark