Norton 2010 Netbook Version Conflicting Answers From Norton. Anyone Know?

Norton Security | Norton Internet Security
1

11-14-2010 12:37 AM

Well, given all that has GONE WRONG today, I doubt I am even posting this in the right section, but if not, maybe someone can move it, or answer it or something.

 

I have a Toshiba netbook that CAME with the Norton Netbook edition for 30 days. A few weeks before I was going to renew, I did a live chat with Norton Cust Service/Support. I SPECIFICALLY asked the person (3 times actually) if I renewed the Norton netbook for my netbook, could I install it also on my desktop. He said yes, you can install on up to 3 computers. I asked him  3 times to verify. He said yes, click the renew your subscription on the netbook and you can also install it on desktop as it covers up to 3 computers. I have the chat saved.

 

Ok, so today I decide to RENEW my 30 day trial on my netbook. I am ON the netbook, I hit the LINK in the email Norton sent that says CLICK HERE TO RENEW your subscription, it takes my CC info and the page comes up to download my RENEWAL.. All is well, right? NO. It downloads and then says to restart computer. WELL it crashes my computer. Windows puts up their message (Windows 7 starter version) that "your startup will not work, a newly added download could have caused the problem, windows needs to restore system". So I hit restore. It finally lets me back online and I call Norton.

 

Here is what I was told, the LINK NORTON sent to RENEW my subscription was NOT for the netbook  it was for the reguar version which is too large for netbook,so that is why it messed up my system. The Tech said it was a "glitch" and Norton sent out the wrong link. OK..so if it is NOT for netbooks, WHY would it be on the link they sent to renew the netbook Norton? They said it was a "glitch" Great.  THEN to top that they tell me that it can not be used on the desktop, as I was orginally told.and if I want it on desktop I have to buy a version for the desktop, thus buying two. They tell me the first person was WRONG when he said it could be used on desktop also. They said the netbook version can not be used on desktops, which is opposite of what the first person said two weeks ago. Great, so so far, one wrong link on the renewal  is a 'glitch" and the first person gave me wrong info. Meanwhile I am online with tech support for 2 hours. I purposely talked to Norton (the first rep) two weeks BEFORE renewing to make sure there were no problems and his info was wrong, or maybe second person's was. Who knows at this point.

 

So there is conflicting info.  CAN I use the netbook version on the desktop with no issues or do I actually have to BUY a second (regular) version for desktop when the netbook one says "can be used on up to 3 computers" Does not seem right and no one can seem to tell me why so much mistaken info or WHY they would send a link to renew netbook that goes to the regular version? We had to remove the regular version (Norton tech support did it by remote), refund that price, then rebuy the netbook version and install it on netbook. But desktop is still unprotected.

 

Can someone answer this correctly. Cust Service has already given me 3 wrong answers.

 

CAN I USE THE NETBOOK VERSION ON MY DESKTOP? Will it mess it up, like the incorrect regular link they sent for netbook messed up netbook? IF I can use the netbook version on the desktop, how would I do so?

Thank you for any help as I am pretty fed up with all this so far.

 

 

2

I'm sorry to hear of your experience -- I've asked for help from Norton about the information you were given and from all the gurus on the crash.

 

You had said that the installation file downloaded OK so I only mentioned the existence of a single file download which tends to be more reliable.

 

I've sked for confirmation on using the netbook edition on a desktop but so far as I know (I don't use it) it should work since the main differences are that the netbook edition copes better with small screen netbooks and it is preset not to do the normal idle time tasks while you are running on battery, neither of which should adversely affect your using it on a desktop.

 

It's a great shame that the KEY is not interchangable between netbook and standard versions -- we've asked and asked for this and indeed there is a thread in the Norton Ideas Forum here so maybe they'll listen and react .....

 

Please be patient while the cavalry assembles ....

 

It might be useful if you would copy/paste the link you were given to download the netbook edition into your reply here so we can cross check it.

 

And also let us know what version of Windows you are using on your desktop including whether it is 32 bit or 64 bit.

3

Hi spensergirl2,

 

Welcome to the Norton Community.

 

Many folks actually use the regular version on Netbooks and whether this will work properly greatly depends on the specifications of the netbook. I mean in terms of CPU speed, RAM, disk space, etc.

 

If you meet the minimum requirements, then the regular version should work on your netbook. Not sure what to say about the crash. If your netbook does not meet the minimum requirements then a crash would not be outside the realm of possibility.

 

Can you give us more information on the specifications of your netbook?

 

As Hugh said, we have asked numerous times to have the netbook and regular editions share the same product key but so far that has not happened.

 

Please lend your voice of support to the following Norton Ideas thread.

 

http://community.norton.com/t5/Norton-Product-Ideas/Provide-a-dual-key-for-laptops-and-netbook-PC-s/idi-p/301242

 

If you agree with this I would ask that you give the author of that suggestion a KUDO as this is very important when Symantec considers whether to implement the suggestion.

 

Hope this helps.

 

Best wishes.

Allen

4

Hello Allen

 

I think the O/P is more interested in knowing if the Netbook version will work on the desktop version. In my opinion,  maybe the O/P should ask for a refund of the netbook version and get the regular version which should be good for both the desktop and the netbook. Since the netbook version I beleive comes on a pen drive, perhaps it would be better to use the regualr version for the netbook also. I may be wrong about this also.

5

Hi Floplot,

 

The netbook will work fine on the regular laptop. As far as getting a refund on the netbook version and installing the regular version on the netbook, the OP also stated that the netbook crashed when this was attempted before. Need to verify minimum system requirements of the netbook first.

 

This also speaks to the overall "policy" that does not allow the product key to be shared between netbook and regular editions.

 

This policy really needs to be changed so that users will have the flexibility to do as they wish without ever having to worry about purchasing a second product key even though their total number of computers is 3 or less....

 

Best wishes.

Allen

6

Hi,

Thanks so much to all for your input.

 

Yes, the netbook is a Toshiba with the Windows 7 Starter version. So, it can not accept the regular Norton 2011 (non netbook edition) and it crashed it.

 

The first Norton rep I spoke with was rather rude and kept saying to me "well WHY did you download the wrong version for the netbook" I told her over and over that I simply CLICKED the link that said your subscription expires in 8 days and it TOOK ME to the page. I finally got a different (better) rep and that person stated that Norton had a "glitch" and sent out the wrong link for the "extend the subscription", which of COURSE should have been for the 30 day trial I was on for netbooks, not a different program. She even went into my email by remote and read the email from Norton with the link and it did NOT go to the netbook version. So that is what started the problem and why the netbook crashed. She had to remove that version (by remote) I had to buy a 59.99 version for netbook, even though my renewal from day one from Norton said it would be 49.99 and she had to reinstall the netbook version on my netbook, which seems ok now. I did not even want to buy any Norton at that point, after all that, but they said "we can not help you further if you do not purchase the netbook version" and I needed my netbook fixed from crash and issues putting the larger version on it caused, so I bought it. They refunded the first 49.99 for the full version and charged me 59.99 for netbook.  They stated numerous times the netbook version can NOT work on the desktop and only way is to buy a version for desktop..

 

As to desktop, here is the current situation. When I originally clicked the link Norton sent (that unknown to me went to the full 2011 version (non netbook). I downloaded it to netbook and the desktop at same time, since it said it was for up to 3 computers. It worked fine being downloaded on desktop (which is a MSI Wind Touch) and can easily support the room. But it crashed the netbook. I assumed I was installing the netbook version on both as I clicked the link to "extend your subscription which was on the netbook (after the 30 day trial) as I only had 8 days remaining.  However, of course we now know (per rep) the link went to the full version.

 

So the full version is currently on the desktop, but the rep said I must remove it as she refunded that first 49.99 (when she recharged me 59.99 for netbook version). She said it will expire on desktop in 15 days since she refunded money, when I repurchased one for netbook...and I can NOT use the netbook version on the desktop.

 

So, that is my issue, in 15 days (apparently) I have to get protection for desk top. I just paid 59.99 for the netbook version (since it can't run full version) and yet I still do not get any protection for desktop with that (according to Norton). IF I could run the netbook version on desktop, then I would simply install it on it, but they keep saying you can not and it will mess things up as netbook just works for netbooks and fulll version just works for desktop.

 

So, as you can see, it is very irritating...as it (appears) I will have to yet again buy another version for desk top and thus pay twice when it says on netbook version it can be used on up to 3 computers. She  said that means 3 NETBOOKS. It never states that.

 

Should I remove the regular norton from desktop and try to install the netbook version. If so,  how would I even do that? It is such a mess and I am really disappointed at all the wrong info I was given, especially since I planned ahead and contacted Norton 2 weeks before I needed to renew and asked if I could use the netbook version on desktop and was told yes. Then the have the wrong link on their "extend your subscription on netbook"..so all and all, bad experience and still do not know what to do with desktop.

 

Any thoughts woud be helpful. I really can not afford to purchase as SECOND Norton product for desktop. I have already spent 59.99 on netbook and can only use on netbook, even though it states good for up to 3, I was told it has to be 3 netbooks only, not regular computers. If I have to get protection for desktop, may end up having to use Avast as it is free and I can't pay twice for protection. I would not have renewed at all if I had known it could only be used on netbook. I use desktop more then netbook as it is.

 

I sure appreciate how nice everyone has been here. Any input on desktop will be helpful.  I hate to do anything that would mess up desktop as I just got it back from shop after two months even though it is less then a year old and they replaced mother board.  The Norton on it now is runing fine but rep said I have to remove it....as she refunded that first  purchase to repurchase netbook version for netbook.  Thanks.

7

Oh, Sorry, I forgot to answer your question on netbook requirements...as you can tell, I do not know a lot about computers.. LOL   But, the netbook is a bare bones netbook, I am not sure what the system requirements are, but it is not enough to handle full version according to rep and also according to crash..;)  I think it is a 1MB. I know it only has Windows 7 starter version.

 

The desktop has dual core processor and I think 3 MB, so it can handle full version, but I would be fine with lighter netbook version on it, if I COULD use it, as I really do not download things or go to unsafe sites. I basically just check email and news sites, sports sites, etc.

 

I even asked Norton rep if I could at least get a DISCOUNT on Norton that was running on desktop, due to all the trouble and she said no, I would have to buy it for 49.99...which I did not want to do, so she refunded that and told me to remove it or it expires on its own in 15 days.

8

Hi spensergirl2,

 

You can absolutely run the netbook version on your desktop. One thread of interest and there are others:

 

http://community.norton.com/t5/Norton-Internet-Security-Norton/norton-internet-security-2010-netbook/m-p/191629/highlight/true#M95765

 

You would want to uninstall the regular version from your desktop via control panel and then run the Norton removal tool twice with a reboot in between each one and at the end to ensure it is cleaned out completely. You could then install the netbook version and be sure to run Live update until it reports there are no more updates.

 

Removal tool: http://us.norton.com/support/kb/web_view.jsp?wv_type=public_web&selected_nav=&pvid=&docurl=20080828154508EN

 

Because of the problems you have had with Customer Service and being told misleading information I am flagging this thread for Symantec review and I am going to request they respond directly to you in this thread.

 

You can recognize Symantec employees whose name will be in RED. They will probably want to have your case ID from Customer service so they can research it further. Please do NOT post this case ID in your post as this is confidential information that you should share only with a Symantec employee.

 

Best wishes.

Allen

9

Hi,

Thanks for info. I am so leary to touch the desktop, as I do not know much about computers and am afraid I will mess it up, to try to remove and install netbook version...and have it crash or something. I know that is probably being overly worried, but keep in mind desktop has been gone for two months to repair motherboard and I sure don't want to ship it back to CA for 50 bucks again.

 

Here are my case numbers, I think if Norton reads them, they will see this was all caused by their misinformation. What the ideal thing would be is if they would somehow let me leave the Norton on the desktop (either as simply an extension of my purchase price for the netbook version which was MORE expensive anyway (59.99 as opposed to 49.99) and is supposed to be good for up to 3 computers anyway, but they said they would NOT do that and I had to rebuy. I really feel Norton should let me keep the Norton on the desktop, as it is, and not have to go through more trouble. I have already paid for a more expensive version that was SUPPOSED to be for up to 3 computers. Who has 3 netbooks?

 

Here is first case number where Norton rep told me on 3 different times in chat I could use the Netbook version on desktop and when I asked how to renew he said "just click link", which I did. Case:  10/24/10

 

Here is rude person who kept asking me "why did you download the wrong version and I KEPT telling her that I clicked the link Norton sent.  Case:

 

Here is the last person who (by remote) removed the wrong version (that the link I used took me to) and reinstalled the netbook version on netbook and told me I must remove the Norton on desktop as she refunded that 49.99 when she recharged the 59.99.   ((continuation of first Case) 11/13 Ciera Lee on this last case. She saw the wrong link in my email as she looked at it by remote.

 

Here is link NORTON sent me: You can see it goes to full version: However I dont know the difference, so since it is to RENEW netbook you would ASSUME link goes to correct program. I sure appreciate all your help you have been very kind.

 

 
Your Norton™ Internet Security protection expires soon!
Dear Toshiba Customer,

On Nov 21, 2010, your Norton Internet Security subscription expires and the security you currently enjoy will end. After this, your Toshiba computer will no longer be protected and will be vulnerable to online threats.

With a current subscription, Norton Internet Security, optimized for performance for your Toshiba computer, will continuously run in the background and provide mini updates every 5 to 15 minutes to provide up-to-the minute protection. Extend your subscription to get the latest version and keep this protection for one full year.

With Norton Internet Security, you can:
Enjoy shorter scans and fast scan speeds with our
Exclusive Norton Insight that identifies and scans only
files at risk
Keep a watchful eye on your kids online activities with
parental control management
Keep your mailbox free of unwanted dangerous and
fraudulent emails
Don’t lose your current protection. For a limited-time get Norton Internet Security for only $49.99* for a savings of 29%.
Norton
Internet
Security		Norton Internet Security
SAVE 29%
$49.99*
Buy Now
1-year protection for up to 3 household PCs. Windows XP® / Vista / Windows 7
10

Oh rats I did not see NOT to post the case number. Sorry. Maybe mod can fix.

11

Hi spensergirl2,

 

Thanks for the information. As I mentioned before, you should NOT post your case number in the public forum. Please edit your post via Options > Edit Reply and remove the case ID.

 

I will also ask a moderator to do this in case you don't see this in time.

 

Sorry I don't mean to "pick" on you or anything but anything personal or confidential should never be posted in public. When Symantec requests it, they will ask you to send them a PM (private message).

 

I am also a little confused where it says "Dear Toshiba customer". Are you sure this email came from Symantec or Norton?

 

Thanks and best wishes.

Allen

12
spensergirl2 wrote:

Oh rats I did not see NOT to post the case number. Sorry. Maybe mod can fix.

If you see this in time you can edit your post to remove this. If not, then yes a mod can do it.

 

Also I don't know if you caught it before so I wanted to mention again that you might want to visit the following link in the Norton Ideas forum and lend your support to the suggestion of having the netbook and regular versions of NIS use a "shared" key.

 

http://community.norton.com/t5/Norton-Product-Ideas/Provide-a-dual-key-for-laptops-and-netbook-PC-s/idi-p/301242

 

Edit: Thanks for removing your case ID's. :smileyhappy:

 

Thanks

Allen

13

Hello Allen

 

To me it looks like it came from Toshiba and if you mouse over the Buy Now, it shows the links to respond to.. Perhaps Toshiba has a special deal with Symantec to renew their product that was installed as a trial when the Toshiba product was bought? In my opinion it looks like maybe Toshiba put the wrong link in their email. This is just my opinion though.. Sorry for butting in.

14

Hi Allen,

I edited it, thanks

 

Yes, the email I posted came from Norton.  It has the Norton return address. I just did not copy the entire email as I did not want my email address to show up on the forum.  At least I remembered that much. lol ;)

 

This has not been a good week for technology. lol

 

The Norton Rep (last one) looked at the email by remote and explained it as a "glitch" as Norton has been updating downloading things lately, and sent out some wrong links, were her words.

 

Well this glitch cost me (no lie as I timed it on my cell phone) 1 hour and 11 minute wait to get to last rep and another 1 hour or more on phone with her for her to "fix" issue by remote, not to mention even after ALL that hassle, I still have NO protection on the desktop and that is the ONE I use the most.  So, yes, is not a good experience, other then how helpful all are here.

 

Actually when last rep was trying to reinstall the netbook version SHE had trouble finding it also as it was going to full version. I tried to tell that to the rep back in October (the one who said I could use netbook version on desktop) and I told him that I DO NOT SEE IT SAYS NETBOOK ON IT and he said  that is ok"just click link it will take you to the right one"  Gah.

15

Just to verify, I went and looked again and yes it IS from Norton. It has Norton on the main title and when you click on the email it has Norton in the heading box, not Toshiba.  The rep saw it also...that is when she stated that Norton has had a "glitch", due to some kind of recent work they have been doing and that once that is finished there will be no more "glitches" like that.  Too late. LOL

 

It really is not funny, however, as I have spent WAY too much time on this and still have no protection on the desktop.

16

Hi Spensergil

 

The answer to your question

 

Can you install NIS netbook edition on your desktop is: Yes.

 

There was once an older version (2009) that didn't allow installation on non-Atom processors, but that doesn't appear to apply to you.

 

Also, your system should support a regular NIS install.

 

Originally, when netbooks first gained popularity as a form factor, they had really small screens that needed special accomodations so that you could see the whole NIS user interface.  Lately Netbooks appear to have unified their displays to a minimum 1024 x 600 (give or take some pixels).  These newer netbooks should have no problems displaying NIS products.

 

We have gotten numerous requests to allow cross activation between NIS Netbook edition and Standard and are considering it for a future release.

17

I am sorry but that answer really does NOT solve my problem. (From Symantec employee)

 

FOR ONE,  both of your reps that I spoke to on 11/13/10 told me that I COULD NOT install the netbook version on the desktop, nor vice versa.

I know for CERTAIN that the full version can NOT go on my netbook as it crashed it and your tech support had to help me fix it.

 

As to desktop...IF I could install the netbook version on it, then WHY would your tech support person tell me not ONCE but numerous times that I could not?  NOW...to SOLVE this, I have to call TECH SUPPORT again, when IF they would have given me the CORRECT INFO the first time, she could have not just helped me take the wrong version (sent by YOUR WRONG LINK) off the netbook and when she installed the correct one on the netbook by remote, also help me install it on the desktop  

 

SO I would rather set myself on fire and put it out with a tack hammer then GO THRUOGH another two  hours of tech support hassle and I am SURE they will give me yet a FIFTH ANSWER.

 

I really think due to all these issues and because they were caused by NORTON SENDING A RENEWAL LINK FOR NETBOOK THAT DOES NOT EVEN GO TO THE NETBOOK VERSION, that someone there SHOULD have a way to let me leave the full Norton that is on my desktop on it.  Why should I have to uninstall it, which I do not even know how or want to try to uninstall it , then reinstall the netbook version, which I do not see how I can as it is NOT ON A DISK. The netbook does not  have a CD drive,. WHY should I have to do all this,when I had paid for a version that can go on up to 3 computers and cost more then the version that was accidently put on desktop by wrong link you sent? This is very bad customer service

 

I am VERY DISAPPOINTED in all this mess and given I CAUSED NONE OF IT, your link was wrong, your reps were wrong and all this was caused by that. I will not ever use Norton again and I am seriously thinking of just asking to be refunded the money on the netbook version and use another product. The only people with customer service skills are the ones on this site. If not for them, I would have really felt Norton could not care less and I do not see how YOUR reply helps me at all.

 

This is totally ridiculous.

18

PLUS What the HECK does this mean?

Quote: 

We have gotten numerous requests to allow cross activation between NIS Netbook edition and Standard and are considering it for a future release. End Quote

 

You just said I could install it, now you are saying you are "considering it for FUTURE  release????????

 

Either way, I should NOT have to install or reinstall anything. It was all NORTON's misinformation and incorrect links which are DOCUMENTED in the cases that caused this.  The netbook has the netbook version on it, the desktop has regular Norton, why can't you simply extend the KEY on the desktop. This should not all fall on me to do when Norton caused it and it is documented all the wrong answers and links.

 

 

19

QUOTE: 

These newer netbooks should have no problems displaying NIS products. End QUOTE

 

YA THINK? You don't think CRASHING the netbook displayed a problem with the full version? It is a newer netbook, it is brand new, but as I SAID it is bare bones. Even your own tech support said it caused it to crash, which is why they removed it and put the netbook version on it.

 

I have no idea what to think anymore other then I hate Norton and wish I never put it on ANY COMPUTER.

 

20

Hello spensergirl2,

 

Sorry that  you're having these difficulties. The Netbook Edition is designed to be installed on Netbooks, but is also compatible with non-netbooks. Additionally, the design of the standard (non-netbook) versions SHOULD be able to install on netbooks as well, but wouldn't include some of the optimizations made for netbooks. 

 

Since you're having issues with your netbook after installing the desktop version of NIS, then there is definitely a problem which is not intended. 

 

There is likely some confusion when dealing with support as they have had conflicting answers to your questions. This thread here should contain information from both the community and from Symantec on the questions that you have and in an organized way. 

 

All netbooks are different. Could you give us more information on which netbook you have? If you can find a link to the exact same one you have, feel free to include that. This will help us work through the issues that you are having. 

 

Since you've been uninstalling and installing software, it is likely that you'll need to use the Norton Removal Tool to clear our Norton Software before proceeding with installing the proper versions. 

 

When LanaK stated that we're considering supporting Cross-Activation, she meant making it so one purchase of NIS would cover both Netbook and Non-Netbook installations (so that you could use whichever product is needed for whichever computer). Currently, Norton Internet Security Netbook Edition and Norton Internet Security (standard) are designed as two separate products, thus one key can not activate both (which is why they're boxed and sold separately). 

 

Again, aside from some optimizations, both versions are designed to work on both netbooks and non-netbooks. Since you're having unexpected problems, we would need to work deeper to resolve them. 

 

You've come to the right place posting here, and we'll all work our hardest to get things taken care of for you. :smileyhappy: