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Thanx, foxontherun,
I tried the Symantec executables you suggested with no joy; SymLMTS says: "Product is not activated" and gives some diagnostic info.
I AM running 15.0.0.60, but I am loath to install the newer 15.5 version until I can feel more sure that I don't have some extra ugly malware on my system. Besides, won't the new version give me the same msg (Product not activated)??
Does anyone else have any input on this problem?
Perhaps a Symantec person??
foxontherun
<< I do not know why Norton does not update to this version thrue LiveUpdate. >>
Tony W has explained that it is a very large download and that if you were set to update automatically (and even worse were on dial up) you would not be happy to have your computer and internet access tied up like that.
Makes sense to me but hopefully with our feedback they will find a way of having LiveUpdate post a notice on our computers telling us that this is available and why it is not being downloaded and installed automatically -- that we should choose a convenient time and download it by clicking here ....
I can see that as one of those standard popups that Norton has already which says Do it Now / Later / Remind me in ....
A little background: I've been using Norton products for years and have probably installed NIS 2008 on 50 computers since it came out and I have never seen the following:
One of my machines (laptop) which had been running NIS 2008 happily for ~ 6 months suddenly displayed the dreaded red "X" on the taskbar. When I open it up, I get: "Norton Internet Security has a license or subscription problem" and clicking on the NIS tab gives me: "You will need to activate your product." The problem with these messages is that I activated the program when I first installed it!!
I have seen NIS installs lose their subscription information (it reports your subscription has expired when in fact it has not). Symantec added an option to the Subscription tab specifically to deal with this bug ("I have already purchased a subscription. Please check my subscription status"). However, until now I have never seen it lose the ACTIVATION status.
Now for the worst part of this story: this happened when I was at a friend's house looking to connect to his wireless network. To get his WEP key, I plugged my thumbdrive into his wife's laptop (I know, STUPID, STUPID, what can I say, we had been out drinking !!), copied a file onto it and then plugged it into my laptop to transfer and connect. Within a couple of minutes of doing that, I noticed the red X and discovered the problem. I immediately disabled the wireless connection and have kept the machine off the internet since.
So...... do I have a particularly nasty bit of malware which ATTACKed NIS and somehow disabled the activation feature?? I have pulled the drive and scanned it (via USB connection) with another machine running NIS 2008. I have also booted to WinPE and BartPE CD's and run a couple of different scans (Spybot S&D, McAfee Stinger, etc.). So far, I have found nothing more than a few Tracking Cookies.
Or..... is this just a rare Norton bug which just happened to occur at the same time I plugged in the USB drive ??
Anyone seen this before?? Anyone know of any malware which attacks NIS in this specific way ??
Anyone have any suggestions for other offline scanning tools I can use (either from a PE CD or plugging the drive into a USB enclosure)??
Any ideas??
e
<< (Product not activated) >>
Try going to your Help & Support / Activate and see what choices you get there.
You could try entering the existing KEY and see if it takes but there is a way of getting it to offer Activate with existing KEY and it goes to your Norton Account and re-activates it.
You did create a Norton Account didn't you? I find it invaluable for the way it keeps track of the software installed on several computers and their activation detail.
Sorry not to give how to do the Use existing key but if you are still stuck come back and one of the others will be able to help
Did the laptop come with a6-month trial of NIS 2008?
If so, did you uninstall the trial, etc. before installing the retail product?
If that's the problem, one solution might be to uninstall th critter using the Norton removal tool, then re-installing?
Thanx for the replies,
huwyngr, I don't think I'd have any problem reactivating the product, although I'm not happy about connecting this machine to the internet with NO firewall/antivirus, even for the short time it would take to reactivate. Also, I could reenter my key if necessary (I don't use Norton accounts, but I always keep a copy of my key(s) offline or I could just get it from the registry if need be.
HowardKaikow, this was a purchased copy of NIS 2008 installed back in December, so I should still have ~6 months left on my subscription. However, as I pointed out, this is NOT an expired subscription problem; the system thinks I've been running for 6 months without Activating, which is impossible!!
Please, everyone, I do not need info on how to reinstall/reactivate NIS 2008. Before I do that, I need to know whether a virus CAUSED this problem (see original post), or whether this is some VERY rare Norton bug that I've never seen before. If the 1st is more likely, I'd like to work with someone at Symantec to document it. If it's just a known bug, I don't have a problem reactivating/reinstalling.
Any more ideas ??
e
I'm a bit surprised I haven't heard from any Symantec people on this issue. I would have thought they would be VERY interested in any malware that might be targeting their activation files. Or if they know that this in NOT malware and is instead some known rare issue with NIS 2008, I'd have thought they could let me know something about that.
Has anyone else seen this behavior??
Thanx,
e
I apologize for the delay. I would first recommend contacting our Customer Support team through the product’s Help & Support link. Or you can visit the below site to contact our free Customer Support:
http://www.symantec.com/norton/support/selectproduct_ts.jsp
If you have already done this and they could not resolve your issue, please let us know. If this is the case, you may want to run the Norton Removal Tool on your system, then reinstall Norton Internet Security 2008. Thanks!
Tony,
I have looked through all the free support options without success. Before spending $100 for a paid incident support call, I thought I'd use the forums to see if this was a known issue (either from other users or inside Symantec).
As far as using the Removal tool and reinstalling, I'm sure that would work. However, I'm VERY interested in finding out (and would think that you guys would be as well) whether this was caused by some kind of malware attack on NIS 2008. If this was the case, I wouldn't feel comfortable just reinstalling NIS 2008 on top of some malware that had already successfully disabled your software !!
1. Do you have access to some kind of malware database that could be searched to see if there are ANY incidents where malware was able to disable the activation files on a previously activated version of NIS??
2. Can you recommend any offline scanning tools that I could use the examine this drive for evidence of some kind of attack? Perhaps some tools that you guys use internally to scan systems?? The other reason I haven't pursued a paid incident call is that I'm sure the Symantec rep would want to connect to my machine over the net and I would be reluctant to connect it to the internet with firewall/antivirus disabled!!
Thanx in advance for any info,
e
I doubt that you have an infection behind all of this. I think it’s sheer timing that you started having the issue right after using the thumb drive. It could be a problem with the licensing component itself. Could you let me know what version of symlcsvc.exe you have on your machine? You can find this file under …\Program Files\Common Files\Symantec Shared\CCPD-LC. Also, I think you should be able to use your current key to activate the product again. When you open your NIS UI, if you see that your Virus Protection and Firewall status is green, you know that you are protected even if you go to the Internet. You may not have the very latest set of definitions, but you should still be protected against most of the malware out there.
sunnyc, Thanx for replying, I am beginning to believe you are correct that it was just a coincidence with the thumbdrive. I certainly hope that's the case.
Symlcsvc.exe is version 1.9.2.74 with a mod date of 1/31/2008.
I also agree that I should be able to use the current key to reactivate. The problem is that since the product thinks I have been using it for longer than 15 days without activation, it has completely disabled my firewall & antivirus and currently displays a red X instead of the green check mark. Is there a way to activate the software over the phone as can be done with some Microsoft products?? Or some way to temporarily enable the firewall/antivirus long enough to connect and reactivate??
Thanx for any info,
e
You seem to have the updated version of the file; so no issues there.
For reactivation, I can't think of any option other than doing it online. We used to have the option of activating over the phone, but we discontinued it a year or two ago. The online activation process doesn't take very long; so you wouldn't be exposed to the big bad world of Internet for very long without solid protection. You might want to enable the Windows firewall for some protection when you get online. Also, you might want to do some preparation beforehand so that the activation process is fast. You can type the product key (to be used for activating the product) on Notepad or something similar before bringing the machine online. Once you get online, you can quickly go into the activation flow and copy and paste the entire product key where you need to. That way, you can cut down on the time required to type the key for activation. Sorry, I don't have anything better to offer.
Good luck!
Hi ehg,
Did you find a solution to your problem? I have a similar problem where the red X appears everyday when the calendar date changes. If I ignore it, a pop-up will eventually appear asking me to "Verify subscription". When I click on OK, it connects to the Symantec servers and after about 30 seconds, I get a screen showing the number of days left on my subscription. When I close the screen, the red X changes to the green check mark and everything works fine until the next calendar date change. This is not an earth-shattering problem but it is a real pain in the neck.
I did an uninstall/re-install and this solved two other problems I had, but not the one mentioned above.
upguy
Hi upguy,
Could you please let me know what version of symlcsvc.exe you have on your computer? You can find this file under ..\Program Files\Common Files\Symantec Shared\CCPD-LC.
-Sunny
Sunny,
I have Version 1.9.2.84.
upguy
upguy,
I think you have a different problem (similar to what I mentioned in the OP where the subscription shows expired even when it's not). This is a known problem with Symantec subscriptions, although I've never seen it happen over and over as seems to be occurring with you. When it happens, can you go to the Subscription screen and select the 2nd option "... Please check my subscription status." ??
Note another BIG difference in these 2 problems: when the program shows a red X because of a Subscription problem, the firewall/antivirus software is still active, you just can't download the latest updates. In my case, the programs thinks I've gone beyond the 15-day limit to Activate, and it has completely shut down the firewall/antivirus !!!!
sunnyc,
I still haven't connected and tried to reactivate. You mention having the product key ready to paste when I go online; why would I need to do this?? Won't the product key still be in the registry??
Anyway, my most important questions that still haven't been answered are these:
1. Is this a known problem with any Symantec products that require activation ??
2. Have there been ANY reports of ANY malware that could cause this behavior ??
3. Does Symantec have any offline scanning tools that can be run from a Windows PE CD-boot environment or installed on another machine and used to scan the drive connected via a USB enclosure ??
Certainly some of you Symantec folks have access to some kind of internal database that could be searched to answer those questions.
Please, please; I want to get this machine back online, but if there's even a possibility that someone else now owns it, I'll reformat and rebuild from scratch!!
thanx,
e
Thanks upguy. You seem to have an updated version of the file. Let me think a little more about why you might be experiencing this issue.
ehg, you can always reactivate your Norton product with a new product key. In this case, you can use your old key because it should still be valid for 6 more months. The product won't automatically read it from anywhere when you are trying to reactivate; so you need to enter it yourself. While we may not have heard of this exact issue, we have heard of similar issues with activation, which have been addressed through product patches at various points of time. We haven't heard of such a problem being caused by any malware. You can try running Norton Security Scan to look for malware on your system. You can download it from http://service1.symantec.com/Support/sharedtech.nsf/docid/2007091717263913. This tool is also available as part of the Google Pack (http://pack.google.com).
-Sunny
I am also having the same issue with it needing to now be "activated"...although my 12 month subscription won't expire until Nov. 2008. I have run scan after scan and no answers! Everything seemed to be working fine and then BOOM. Product needs to be activated. I followed my promots and went thru the motions and NO SUCCESS.
I have even uninstalled the current version and reinstalled a brand new NIS 2008 and still cannot activate!
My question like the original poster is: Does ANYONE know if this is indeed a virus or trojan horse??? Am I better off just completely uninstalling an going with McAfee???
My current version of symlcsvc.exe is 1.9.2.84...I beleive that is the current version?
Anyone have any answers....HELP!!!!
MANY thanks in advance!
OOPS…meant to say “I followed my prompts”!