Hello, advice very gratefully received!
I had Norton installed on my laptop from December last year, so am just over 6 months through my year's subscription. About 3 weeks ago I had some terrible problems with my laptop, where I had to run system restore and basically do lots of messing around. All is well now. I didn't notice that the Norton icon was no longer at the bottom of my screen!
I then got a warning message when i visited as site, telling me that my laptop was being infected. I don't know whether this was realy, or some sort of spam scare.
I went to find my Norton anti-virus, so I could do a thorough scan, and couldn't find it anywhere.
Panicked, I came to the symantec site and tied to reinstall it. I ended up installing a more recent version, which I only realised whenI entere the key and it wasn't accepted. Somehow I have ended up running a 30 day trial version of the latest version, and do not know how to get my old version reinstalled. I'm afraid I don't know what version it was: it was 360, but that's all I know.
If someone could kindly point me in the right direction, I would be most grateful!
Thanks in advance!
Hello, advice very gratefully received!
I had Norton installed on my laptop from December last year, so am just over 6 months through my year's subscription. About 3 weeks ago I had some terrible problems with my laptop, where I had to run system restore and basically do lots of messing around. All is well now. I didn't notice that the Norton icon was no longer at the bottom of my screen!
I then got a warning message when i visited as site, telling me that my laptop was being infected. I don't know whether this was realy, or some sort of spam scare.
I went to find my Norton anti-virus, so I could do a thorough scan, and couldn't find it anywhere.
Panicked, I came to the symantec site and tied to reinstall it. I ended up installing a more recent version, which I only realised whenI entere the key and it wasn't accepted. Somehow I have ended up running a 30 day trial version of the latest version, and do not know how to get my old version reinstalled. I'm afraid I don't know what version it was: it was 360, but that's all I know.
If someone could kindly point me in the right direction, I would be most grateful!
Thanks in advance!
Hi, Delphinium,
Thanks so much for replying!
I have checked mynorton, and I had 360*, serial number[Removed]. Is this the information you need?
Kind regards,
Feistycuffs
[edit: Please do not post identifying information per the Participation Guidelines and Terms of Service.]
Hello,
You should never ever write out the keys for your program on an open forum, where anyone can see them and steal them.
Hi Bombastus
My mistake: I thought this was the serial number that would identify the product - not a number that was personal to me. I have a key, which is much longer, being 5 sets of 5 characters.
Hello feistycuffs
Now put that key into the Renew area which should be on the bottom of the main page. That should bring your trial version to your current subscription. You may also have to click on Support and Subscription Status to synchronize with the Symantec servers. Thanks.
Panicked, I came to the symantec site and tied to reinstall it. I ended up installing a more recent version, which I only realised whenI entere the key and it wasn't accepted. Somehow I have ended up running a 30 day trial version of the latest version, and do not know how to get my old version reinstalled. I'm afraid I don't know what version it was: it was 360, but that's all I know.
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That would indicate to me that the version installed as a trial may not be the same as the original version. The keys are not version year sensitive. If there are two versions overlapping, without proper removal, there may be other issues. There are a lot of things that we still don't know.
That's right - they're not the same version. Hence Norton not liking the key and then converting the software into a trial version, with a limited period.
Hello floplot,
Do you mean the key that is 5 sets of 5 characters? Sorry, am not sure where the Renew is - which page? I'm on the page which shows the producs I have. The 360*, which is the one I want reinstalled, is listed, with the product key and product serial number, but I don't see anything that says Renew.
We need to know if you want N360 standard or N360 Premium. Standard has 2G of online backup whereas Premium has 25. The keys are not interchangeable. We can't tell from the product number, but it should say which one you have in your mynorton account.
You will need to completely remove whatever you have on the machine through add/remove and then run the Norton removal tool to clean up, reboot, and then reinstall the correct version. You will be able to install the latest version of either one and the key will work for it unless there is some other problem.
You may not have any logins, as they may have been lost during the earlier installation, but if you have used the Identity Safe, back up the logins you have first.
Let us know and we will get you the necessary links.
There should be a place to click renew on the main screen of your N360 product. If it is the right one it should work. If not, at worst, we will be back to square one.
Hi Delphinium,
I imagine I would have originally bought the standard version. I don't use the online backup. All the information I can see in https://account.norton.com/amsweb/myAccountsHome.do is that I have Norton 360 Trial version and Norton 360*, installed Dec 8, 2010, for 3 PCs. There is no mention of standard or premium.
I can't see anywhere on the screen to click renew.
I can click the little triangle for more info, and it tells me the key, the serial number, the storage amount (5 GB), and options to BUY A KEY or BUY STORAGE.
I can uninstall what I have, no prob. Where is the Norton removal tool? Is that on my machine, or do I run it from somewhere on the website?
Re: logins and Identity Safe - I have no idea what they are, so I presume I didn't use them!
Sorry to be so wet about all of this. I'm normally quite tech-savvy in the rest of my working life!
Computers do seem to do that to us once in a while. It is disappointing that the account does not specify which one we want. Symantec should look into that because it is important.
Remove the trial first through add/remove programs. Then run the removal tool and reboot the system.
http://www.symantec.com/symnrt
Here is the download for the standard version.
www.norton.com/n360s_5
Try clicking support>check subscription status to see if it picks up the subscription and synchronizes with the server. If not, insert the activation key and reboot. Run liveupdate until all updates are done.
If the key is not accepted, for some reason we will have to send you to Customer service chat to see what is what.
:-D things are getting glitchy!
I uninstalled the trial version. Downloaded and ran the removal tool . Restarted the computer.
Got the blue screen, and now my laptop will only boot up in Safe Mode. Can't go online. Am currently running the system restore, dunno how much that will help, though. Luckily, my partner is out and I can use his trusty Mac desktop to communicate with you!
Is this just a coincidence, or has my laptop's problem got something to do with Norton removal tool?
UPDATE:
SYstem restore did the job - it uninstalled the latest version of Java, and righted itself. Am now proceeding with the rest of the steps, per your advice.
Oh dear. I installed the software, from your link. Restarted the laptop, as prompted, and now it will only start up in Safe Mode.
Am worried that if I run System Restore, it is going to want to restore to before I installed the Norton software, which leaves me back where I started. Any thoughts?
Have run System Restore again. It removed the Java update, which it had already removed once. I now seem to be back to having the Norton 360 trial version on my machine. Groundhog day!
I surmise this based on it being listed in my Programs and Features, although I can't seem to do anything to the file. I've right clicked and selected Uninstall - nothing happens. I've double clicked it - nothing happens. Perhaps it isn't really there? I will try again to download the standard version, via your link.
OK, I think this confirms that something is definitely not working: downloaded and installed Norton 360 v5.0, restarted laptop, and I'm back in Safe Mode.
This time, when running System Restore, it only lists the Remove Tool as an option to restore to. I'm running it now.
So now it looks like I have to run my laptop without Norton software. What should I do? I don't even have the trial version running, as far as I can gather. Am baffled and concerned.
Hi feistycuffs:
Unfortunately system restore is not always the way to go with software issues. It tends to break antivirus products anyway, and usually it doesn't work with Norton products unless tamper protection is turned off. This would tend to indicate that there is still an installation problem, as well as damaged software to remove all over again.
When you say "system restore" is that just a go back to an earlier time, or is that a return to factory condition restore?
Have you got any other old security software on the machine that may not have been remove properly?
Since you can get into safe mode, you can also uninstall or run the removal tool in that mode. It would be best to get that sorted first and then try to find out what the conflict is.
Hi Delphinium,
Sorry for the delay, I gave up in sheer frustration last night and went out.
System restore: to a previous time, NOT to factory settings.
I have sthg called McAfee Security Scan Plus. I have no idea how I got it, or what it does. It occasionally pops up to tell me it's scanning, then goes away.
When I'm in Safe Mode, I can't go online, so I can't run the Removal Tool..? When you say " It would be best to get that sorted first and then try to find out what the conflict is.", are you referring to removing any old security software (eg McAfee)? Can I not just do the removal in normal mode - by uninstalling it? I thought the Removal Tool was specifically for Norton?
I'm not sure what the status is with Norton, on my machine: when I type in Norton and search for programs, I get a list of Norton 360, Norton 360 Back up, Norton Installation files. However, if I click on Norrton 360, nothing happens. The Norton Installation files ARE there, including the .exe file. So I guess this is the stuff I have to uninstall....
Sorry, I seem to be going round in circles now. Should I, in this order:
uninstall McAfee
Uninstall Norton, including using the Remove Tool.
Try to install the version via the link you gave me.
Thanks!