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Were you using your Mozilla Browser when trying to contact support, or Internet Exploer?
I have found that only Internet Explorer works when contacting support.
When you say you can't open the file which contains your Product Key, do you mean the Symantec folder in My Documents, and can you open other folders in My Documents?
Do you have a Norton Account with your Product ID in it?
Edit: You can also find your product key in the Registry. Go to Start>Run>Type regedit. This will open up your registry. Next, click on HKEY_LOCAL_MACHINE>Software>Symantec. Navigate down to CCPD-LC, doulbe-click it, then highlight each of the values that drop down until you see the Product Key in the right pane.
When you install Norton and put in your license Norton safes your license just to be sure.
So please uninstall Norton using Norton Removal Tool
Than install Norton again
Stu, thats a good suggestion, but sometimes the Product Key cannot be recovered.
Norton warns about this and urges you to have a copy of the key prior to uninstall.
"Save your Product Key, then download and run the Norton Removal Tool.
You may need your Product Key when you reinstall your Norton product. To be safe, follow the steps for your product to be sure that you have your Product Key if it is needed."
I was going to suggest she do the same, but was worrried if ladyaggy's Product Key cannot be recovered she may be in a bit of trouble.
I was also going to suggest that if in fact she cannot recover her Product Key following the steps I suggested, she may first try updating the Virus definitions manually from the Symantec site, then running a Scan in Safe Mode using the navw32 /L prompt, in the case that her Norton product may be corrupted by a running virus.
Thank you so much for your help! I was able to locate my product key, uninstall, and re-install Norton Internet Security. It worked fine when I re-installed, and also seemed to clear up the problems I was having with Firefox!
Sherry