Norton 360 and the Norton Management Website

Norton Security | Norton Internet Security
1

I added a PC running Norton 360 to the Norton Management website and now it's listing it as a 'trial' version. When I confirm my subscription status within Norton 360 it tells me I have 87 days of subscription remaining. I have a screenshot of the subscription status page for you to see if needed.

 

I also added a PC running NIS 2012 earlier today without any issues with the subscription dates.

 

What can I do to fix this, or will it update itself after awhile?

 

Thanks for your help in advance,

 

Stone

 

2

Thanks for the prompt response DistEd2.

 

I did try the Support==>Subscription Status synchronization and it has not changed the status at all. I will give it until tomorrow and then contact the Live Chat customer service staff.

 

I also tried to add another one of my NIS 2012 PCs to the site and it came up with the same 'trial' message and then told me the PC was unmanageable, so I think I am going to need some support on this issue one way or another on the new Management website. Thanks for putting the link to them in your response to me! It will help me a lot when I need to connect with them.

 

I actually have a 4th machine I need to get setup and working as well.

 

I will keep an eye on this thread to see if anyone else has had this same issue of the 'trial' status or if anyone else has had these same problems when trying to get setup on the management website.

 

Thanks again,

 

Stone

3

As we expected it did update the Norton 360 and find the expiry info and add it in, so that issue is solved.

 

However while adding another machine to the Norton Security Web Site I am now getting an error message with one of my Norton Internet Security 2012 installs that "This product cannot be remotely managed."

 

It's not updated that one in a couple of days now, so I think I will have to contact the Live Chat customer service staff to fix this issue, I am not even showing the serial number on my Account page, however I had to reinstall this product when that PC crashed, and I needed the help of the Live Chat customer service staff to fix that issue (which was some time back now).

 

I have to go to the doctors today, but I will hopefully be able to get to this over the weekend,

 

Thanks for your help so far. If you have any other ideas about this issue, please let me know.

 

Stone

 

4

Glad to hear you're seeing some progress!

 

It sounds as though this other machine may have become decoupled from your subscription when it crashed and you had to reload it. If you now have a product that hasn't been activated with a valid subscription, perhaps this is causing your problem? It's hard for me to tell from the information you've provided what exactly you're look at and what is going on. Do you have access to your product key?

 

Note that, if you reloaded after the crash without doing a thorough removal of your Norton product before installing NIS 2012, this could be contributing to your issues also. I have a standard set of step-by-step directions I can give you to fix it, if this is the case, although I'll have to tweak them for NIS 2012 instead of Norton 360.

 

Keep us posted--and good luck at the doctor's!

5

DistEd2

 

I added a couple of other machines into the Norton Management Site, and it saw both of those machines, although right now it's showing one of them as offline and it's still giviing me the error about "not being able to manage this device" for that same machine that it has been doing it on since I installed the Agent on that machine.

 

I had hoped that it would update and cleanup that error but it seems to be unable to do that, so I think I am going to have to contact the Live Chat Support Agents and get my installations sorted out with them.

 

I have enough to cover 9 machines and I only have it installed on 6 (I think - I will have to do a careful count of the installs of which products are installed on which machines), but it doesn't seem to return the available installs when I uninstall it from one machine I am rebuilding. I can not move forward with that machine until I sort this out, so I will go to the Live Chat folks and see if they can help me further.

 

Thank you for your help so far, and if you have any ideas or input, I will wait 1 day or so before I go to the Live Chat Support in case you (or anyonoe else) have anything to add that might help me fix these issues.

 

Thanks,

 

Stone

 

6

Hi, Stone,

 

No, I'm out of ideas on this one. And Live Chat is the route you need to go to get installations freed up for reallocation when you do a rebuild as well, so you're already pointed in the right direction for that part.

 

Good luck, and please keep us posted as you move toward to full resolution--especially if there is something that could be communicated to any other users who might experience these issues in the future.

7

Stone,

 

I can't trace the original announcement about Norton Management but the reference to it in the Protection Blog says "..for the 2012 family" so I'm not sure it applies to the currently available N360 V5 or earlier which to my mind is the 2011 family.

8
Stone wrote:

 

I have enough to cover 9 machines and I only have it installed on 6 (I think - I will have to do a careful count of the installs of which products are installed on which machines), but it doesn't seem to return the available installs when I uninstall it from one machine I am rebuilding. I can not move forward with that machine until I sort this out, so I will go to the Live Chat folks and see if they can help me further.

 

Thank you for your help so far, and if you have any ideas or input, I will wait 1 day or so before I go to the Live Chat Support in case you (or anyonoe else) have anything to add that might help me fix these issues.

 

Thanks,

 

Stone

 

Hi Stone,

 

Regarding the problem about the number of activations remaining not updating after initiating remote uninstall. From your Norton Account this will not update until you log out and back in to your Norton Account. Refreshing the page does not update the number of activations remaining. Had you already tried this?

 

From the Norton Management link you can also click the More Info button and check the number of remaining installs shown there. That will update each time you click the More Info link.

 

I also believe as Hugh mentioned that N360 v5 probably will not work with this feature but I can't say 100%. I am about 99% certain of this however because it would not work with NIS 2011 and as Hugh said N360 v5 is synonymous with 2011.

 

You can confirm this last part with Customer Service but I am almost certain this is correct.

 

Hope this helps.

 

Best wishes.

Allen

9 
I can't trace the original announcement about Norton Management but the reference to it in the Protection Blog says "..for the 2012 family" so I'm not sure it applies to the currently available N360 V5 or earlier which to my mind is the 2011 family.

Hugh,

 

It seems to work for N360 V5 as long as you long onto the N360 machine and then go to the https://manage.norton.com/ login and "Add a Device", it will then download the Agent software to the PC running N360 V5 and add it to the Norton Security Online website. It just took a few hours and once the website updated the "Trial" error went away and showed me the correct number of days left for my subscription.

 

Thanks for your suggestions though.

 

Regarding the problem about the number of activations remaining not updating after initiating remote uninstall. From your Norton Account this will not update until you log out and back in to your Norton Account. Refreshing the page does not update the number of activations remaining. Had you already tried this?

Allen,

 

Yes I have done this several times and it still doesn't seem to ever update my installs left per licence.

 

I have had problems with my licences and the webpage for a long time and have always had to go to the Live Chat support staff to sort these issues out one at a time, which is frustrating and time consuming as I am running several machines.

 

Right now my main issue is that I added a PC that has a legal installation of NIS 2112 onto the Norton Security Online Website and I am getting the error message that follows;

  "Products Installed

Norton Internet Security 2012
This product cannot be remotely managed. Tell me more."
 
[Edit] Just for a laugh I clicked on the "Tell me more" link here and it took me to an actual webpage with info on it! I will read through it and let you know what I find out in my next post. [End Edit]
 
The "Tell me more..." Takes me to a help page for "Products that cannot be remotely managed" which when it loads is a blank web page. It has a complicated web address, but the page still comes up blank every time, which is also frustrating, and not helpful at all (hehe).
 
If you have any insight to the error message I am getting for that machine I would be grateful to hear any thoughts or ideas.
 
As of this morning it is also showing 2 of the machines I have NIS 2012 installed on as being "Offline" even though I am logged into both of them remotely and have internet access working fine from both of them. Neither of them is the machine with the error I mentioned above.
 
Any thoughts or ideas on this would be helpful as well.
 
Thanks in advance,
 
Stone
 
10

Thanks for all the information Stone ....

 

I only set NM up after your query and immediately had a sserver problem that seems to have been fixed / gone away on its own overnight -- it would not accept my addition and said to try later.

 

Allen is the one who really knows about NM since he was in on the testing and has the contacts ....

 

I wonder if you get the Live Chat fix the activations if they will then show correctly and stay in line with changes?

 

But I'd wait for Allen's feedback first.

11

Hi Stone,

 

I don't know why you would get the message "This product cannot be remotely managed" on  a computer with NIS 2012 installed. I believe I saw this message when I attempted to do some testing with NIS 2011 but never saw this with 2012 installed. I suppose there could be some problem with the installation or perhaps a temporary Symantec server error.

 

Are you still getting this error message?

 

And NIS 2012 showing offline on two computers...... I think I saw that only once and it was apparently when the server was having problems. I recall a few hours after that I no longer saw this and have not seen it return since then.

 

Here again, are you still seeing this indication?

 

As far as number of installs not updating. I done extensive testing on this and I too was having problems getting this to update even after logging out and back in to my Norton Account. But at some point the problem went away and from that point on it would update once I logged out and back in. It took about ~10 minutes for this to happen in a situation where I initiated remote uninstall for a computer which I purposely disconnected from the Internet. It might happen quicker for a computer which is connected to the Internet where NM could actually do the uninstall, but I did not try this since I did not want NIS to actually be uninstalled. :smileywink:

 

Yeah the Tell Me More link you left in your post goes to a valid webpage. Do you still get the blank page when you click this from NM?

 

As for N360 v5 I'm thinking all bets are off in terms of whether it will work properly. I seem to recall that certain features is expected to work with older versions of Norton but most won't. I'll see if I can locate the thread that had that information and let you know if I find it.

 

Best wishes.

Allen

12

Hugh & Allen,

 

First off, thank you for your help on these issues I am having. I will try to answer all the questions you have in this one post to keep it as brief as I can (for all our sanity's sakes).

 

I think I should let you both know I am heavily medicated due to a parachute accident I had in the late 80's while in the Army. I broke my neck, back, and pelvis, as well as taking a serious shot to my head. So please excuse my typos and spelling issues,

 

I'll start with you, Hugh.

 

I have not gone down the Live Chat Support Staff path yet, as I wanted to see what you and Allen were thinking before I got to them.

 

In addition, I have one more machine I want to get back online so I can see which product and version I have installed on it, and get it running long enough to get this sorted out and then I will be ready to update the whole machine.

 

I am hoping the Live Chat can fix all of the activations at one time, and if they will stay in sync with future changes.

 

Allen,

 

Yes, I am still getting the error message "This product cannot be remotely managed" on the same computer with NIS 2012 installed (I double checked the installation and it is NIS 2012). I did notice that the serial number is not one from any of my current or expired purchases, and I think that is tied to a previous issue I had with the licenses and had to use the Live Chat Support Staff to fix it, due to my ongoing issues with the installations not staying synced with "My Account" page licenses.

 

As for the issue with the Norton Online Support website showing me as having 2 NIS 2012 installs as "Offline, the issue has improved somewhat. I am now showing only 1 NIS 2012 machine in the "Offline" status. Neither of these machines are the one that has the "This product cannot be remotely managed" error, by the way.

 

The "Tell Me More." link is now working from the website that is listing the one machine that is having the "This product cannot be remotely managed" error.

 

I found it interesting that the info on that link has to do with either products being registered with other emails (I don't think this is possible, I am 98% sure that I only made one account with one email), or, issues with activations (which I am thinking is part of my overall  issue here).

 

As for N360 v5 I'm thinking all bets are off in terms of whether it will work properly. I seem to recall that certain features is

expected to work with older versions of Norton but most won't. I'll see if I can locate the thread that had that information

and let you know if I find it.

 

Right now, the N360 v5 PC is showing up on the Norton Online Management website just fine, and I am planning on using "My Account" to manage the big issues (like licensing renewals), but at least it lets me monitor that N360 v5 machine from one location for now.

 

I would be grateful if you did manage to find that info for me, I would like to see what it says about what I can and can not do with N360 from the Norton Online Management website.

 

I have two additional questions.

 

The first one is that I have several machines that either have Norton Utilities or Norton SystemWorks installed, but whenever I try to "Add Products" to add these on to each machine it just takes me to the "Norton Online Family" link, and asks me if I want to install that on each machine. Is that how I can add Norton Utilities and Norton SystemWorks? Install the "Norton Online Family"?

 

The second question is, is there someone you can contact on the Norton Live Chat Support Staff whom you can let know about my problems, and setup a way to bring them into this, so I don't have to start from the beginning?

 

Thanks in advance for all your help with these issues,

 

Stone 

13

No problems at all from our end -- we are just glad to see you when you can communicate.

 

Sorry to hear of the the cause of your medical problems -- I count my blessings every day that I got through my part of WW-II unscathed <g>

 

Do live chat when you are ready and I'll leave that and all the rest to Allen who has hands on experience with the Norton Management utility which I've only just touched.

 

I can answer one of your latter points -- Norton SystemWorks was discontinued by Norton a while back and is no longer supported so that's one reason why you can't add it to your management list. I don't know about Norton Utilities -- which version do you have (Usually click on Help or Support / About and get a bunch of numbers in groups like nn.nn.nn.nnn )

14

Hi Stone,

 

I am also sorry to hear of your medical problems.

 

Norton Management is only available for Norton security products like NIS, NAV, N360 and now recently Norton Online Family.

 

I don't know if there are any future plans for adding non-security products like NU, Ghost, etc.

 

Unfortunately we don't have any influence or direct contacts into Customer Service via chat. We know a lot of Symantec contacts but they would initially also refer you to Customer Service.

 

Best wishes.

Allen

15

I added a PC running Norton 360 to the Norton Management website and now it's listing it as a 'trial' version. When I confirm my subscription status within Norton 360 it tells me I have 87 days of subscription remaining. I have a screenshot of the subscription status page for you to see if needed.

 

I also added a PC running NIS 2012 earlier today without any issues with the subscription dates.

 

What can I do to fix this, or will it update itself after awhile?

 

Thanks for your help in advance,

 

Stone