I am having an issue with activating both my Macs with Norton.
On the Norton My devices page- My older MacBook Pro shows as XX's MacBook Pro15 (XX's MacBook Pro15). When I activate my second mac, this entry changes to XXiMac2019 (XX's MacBook Pro15)!
Immediately, my first MacBook shows the message that This Mac has been removed from your Norton Account.
It seems I can only activate one of the Macs at a time. I have tried reinstalling on both Macs after RemoveNortonMacFiles and removing the device from My Norton online Portal. I have tried activating the iMac first before the MacBook. No luck.
Same issue persists after three support tickets but no luck.
Any pointers are appreciated. Thanks
ps: My Norton 360 Premium subscription is active and is supposed to be for 10 devices!
Awesome news, thanks for the post-back. Support doesn't often get a kudos for their work, this one is well deserved.
SA
So After a few more log collection sessions with the Norton L2 support team (in India who were working with internal level 3 teams in USA), they called me back today and ran a custom script to cleanup Norton installations on both my Mac.
Apparently, since I used Apple Migration Assistant to copy my data to my second Mac (when I bought it), it somehow copied some Norton files that made Norton to think its the same machine.
They un-installed Norton on both my Macs and removed from the license seat.
Ran the custom cleanup script on both Macs (that they removed after executing).
Reinstalled on both machines and Voila!
Both my Macs are licensed for Norton and VPN works on both!
Thanks,
If anyone has a similar issue, maybe mentioning 'Migration Assistant' to setup a new Mac may help the support teams.
Have a good day!
Thank you for your reply!
The first two support tickets were initiated by chat and then connected to Support person who tried to resolve by remote session.
Both times this was escalated to Level 2 but the calls from escalated level 2 persons never reached me (This week they told me they may have had some phone issues reaching US from their support sites)
We did re-installs and removing the licensed device from the portal etc. nothing helped.
Third time, after talking to support, they escalated and the level 2 support person was able to actually reach me by phone this week, he looked at issue occurring after a reinstall and said that in his years of being with Support, he has never seen anything like this, lol! (So this post may be in vain.) He did take screenshots and said he will escalate to the Engineering team. I am waiting to hear back.
I have a 2019 MacBook Pro and a 2019 iMac both running latest OS X Big Sur 11.2. Latest Norton version 8.6.1.
Mac version has no explicit setting for Remote Management.
It's like Norton thinks the activation is coming from the same device and updates it against the same license placeholder.
In total, I have spent about 2hrs+ 8hrs+3hrs on remote sessions so far not counting time on chats/calls. I am just curious about what is causing this lol and I do like Norton and have used this for more than a decade without issues.
Thanks
Hello. When you said " Same issue persists after three support tickets but no luck." Did you use the phone support method or have you tried the chat support method ? Also, a little more info about your hardware, etc will help us better to help you:
Note: Please do not post any personally information such as email addresses, banking information, cell phone numbers and the like.
- Norton product version -
- MACOS version if on MAC
I'm not a MAC user so I will ask if your Norton install has the following setting, if so is it set for ON?:
SA