Norton Anti-Theft may have broken my Intel AT

Archive
1

Hello,

 

I have spoken to a number of support reps on the phone about this for several hours, and no one was able to resolve my issue regarding Norton Anti-Theft.

 

I installed this program three days ago because I noticed I was "Un-enrolled" in Intel AT and I wanted to try it out. (Note that I have a Lenovo T420 laptop, with a Core i5 Vpro CPU). When I first installed it, it told me I was unenrolled in Intel Anti-Theft, but the technology was ready for use because my computer supported it. I hit the button to activate it, and a minute later it told me it was activated successfully. I figured I'd go ahead and test it out, and issued a disable command from the portal.

 

About 60 seconds later, my computer turned off. I turned it back on, and got to a screen (Intel Anti-Theft locking screen) asking me to enter the password I specified on norton's website. I did so, and my computer came back up fine. I went back to the portal, and realized my computer is still marked as "Disabled", Intel Anti-Theft "Activated". There is no way for me to deactivate Intel Anti-Theft now, it seems to be stuck.

 

The support reps tried rebooting, reinstalling, and a bunch of other troubleshooting ideas to try and get it to work. The fifth or seventh person I spoke to finally told me that it must not be working because I have another manufacturer's anti-theft software installed on my computer. This is just not true. I spoke to Lenovo about this myself, and they were not aware of it at all. I called up Intel Anti-Theft support, and they told me that I should have gotten an activation code for Intel's version of this service, and would work on getting that for me. They gave me the link to sign up for their service as well. Upon checking that out, (https://atservice.intel.com/login.action) , an error message popped up telling me I was already enrolled in Intel Anti-Theft!

 

Before I installed Norton Anti-Theft, the Intel AT and AMT status application told me I was unenrolled in Intel Anti-Theft. Once I installed Norton, that changed to "Enrolled". I know it was enrolled for a fact because the disable command *did* work successfully for one time. The support reps told me that they think I have a conflicting program on my computer running which is interfering. I am not aware of such a program. Neither was Lenovo, the computer manufacturer.

 

The last rep told me to unenroll via the BIOS. I looked through that, and sadly enough, there is no way to change the status of Intel AT. It too told me it was enabled and enrolled. There is no way to unenroll it through the T420 BIOS.

 

So what I am faced with is a Intel AT chip stuck in the enrolled state with a piece of software that doesn't work or is not compatible with my computer. Norton's telephone support was unable to help me deactivate it via the portal (as shown in a sticky thread in this forum) simply because my computer was reporting it was disabled (they claim due to a software conflict).

 

So:

 

*I can't forcefully unenroll Intel AT, as far as I know, via Intel driver software or the BIOS

*Norton Anti-Theft is still stuck in the "disabled state" (I have tried re-registering my computer on different accounts as well, same issue). I can't unenroll this way.

*I can't enroll through Intel's official anti-theft service because it claims I am already enrolled in another.

*Intel support tells me to contact Norton to unenroll

*Norton tells me to contact Intel to unenroll my hardware

 

I have a feeling that the entire mainboard/motherboard of my computer will have to be replaced to solve this issue, which is an extremely expensive repair. Frankly, I think Norton/Symantec is liable because their software essentially started this entire problem. But that aside, I hope another developer/employee/community member has a solution to this problem. I think I am the first person with this problem, sadly enough. I'd really appreciate it if I could get Intel AT back in its initial  factory state of "unenrolled".

 

(Finally, I also tried updating Intel AT/AMT firmware through Lenovo's OEM update website....this did not help either)

 

Thanks ahead for your assistance on this matter.

 

 

2

Thanks for the quick response Joe. I attached a few pictures below to illustrate my problem. I can not use the deactivate button because it tells me my computer is disabled (which it isn't). It doens't show up. I blacked out my personal email address and location info for privacy reasons.

 

Main Screen:

 

Intel AT Screen:

 

cap1.PNG

 

Picture from Intel AT Screen:

 

cap2.PNG

3

Hi matopek-

 

I am going to send you a private message as I am not seeing the pictures.

 

Best regards,

 

Joe Keehnast

Senior Product Manager

Consumer Business Unit, Symantec Corporation

4

Joe,

 

I sent you the pictures in link form via private message.

 

Thanks.

5

All fixed. Thanks Joe! If this issue happens to someone else in the future: It was resolved by the development/management team sending a manual update command to the account.

 

 

6

Hi matopek-

 

Great! Glad to hear that we solved the problem but very sorry you had to encounter the issue. We are going to fix this so that we do not have to send a manual command.

 

Best regards,

 

Joe Keehnast

Senior Product Manager

Consumer Business Unit, Symantec Corporation

7

Hello,

 

I have spoken to a number of support reps on the phone about this for several hours, and no one was able to resolve my issue regarding Norton Anti-Theft.

 

I installed this program three days ago because I noticed I was "Un-enrolled" in Intel AT and I wanted to try it out. (Note that I have a Lenovo T420 laptop, with a Core i5 Vpro CPU). When I first installed it, it told me I was unenrolled in Intel Anti-Theft, but the technology was ready for use because my computer supported it. I hit the button to activate it, and a minute later it told me it was activated successfully. I figured I'd go ahead and test it out, and issued a disable command from the portal.

 

About 60 seconds later, my computer turned off. I turned it back on, and got to a screen (Intel Anti-Theft locking screen) asking me to enter the password I specified on norton's website. I did so, and my computer came back up fine. I went back to the portal, and realized my computer is still marked as "Disabled", Intel Anti-Theft "Activated". There is no way for me to deactivate Intel Anti-Theft now, it seems to be stuck.

 

The support reps tried rebooting, reinstalling, and a bunch of other troubleshooting ideas to try and get it to work. The fifth or seventh person I spoke to finally told me that it must not be working because I have another manufacturer's anti-theft software installed on my computer. This is just not true. I spoke to Lenovo about this myself, and they were not aware of it at all. I called up Intel Anti-Theft support, and they told me that I should have gotten an activation code for Intel's version of this service, and would work on getting that for me. They gave me the link to sign up for their service as well. Upon checking that out, (https://atservice.intel.com/login.action) , an error message popped up telling me I was already enrolled in Intel Anti-Theft!

 

Before I installed Norton Anti-Theft, the Intel AT and AMT status application told me I was unenrolled in Intel Anti-Theft. Once I installed Norton, that changed to "Enrolled". I know it was enrolled for a fact because the disable command *did* work successfully for one time. The support reps told me that they think I have a conflicting program on my computer running which is interfering. I am not aware of such a program. Neither was Lenovo, the computer manufacturer.

 

The last rep told me to unenroll via the BIOS. I looked through that, and sadly enough, there is no way to change the status of Intel AT. It too told me it was enabled and enrolled. There is no way to unenroll it through the T420 BIOS.

 

So what I am faced with is a Intel AT chip stuck in the enrolled state with a piece of software that doesn't work or is not compatible with my computer. Norton's telephone support was unable to help me deactivate it via the portal (as shown in a sticky thread in this forum) simply because my computer was reporting it was disabled (they claim due to a software conflict).

 

So:

 

*I can't forcefully unenroll Intel AT, as far as I know, via Intel driver software or the BIOS

*Norton Anti-Theft is still stuck in the "disabled state" (I have tried re-registering my computer on different accounts as well, same issue). I can't unenroll this way.

*I can't enroll through Intel's official anti-theft service because it claims I am already enrolled in another.

*Intel support tells me to contact Norton to unenroll

*Norton tells me to contact Intel to unenroll my hardware

 

I have a feeling that the entire mainboard/motherboard of my computer will have to be replaced to solve this issue, which is an extremely expensive repair. Frankly, I think Norton/Symantec is liable because their software essentially started this entire problem. But that aside, I hope another developer/employee/community member has a solution to this problem. I think I am the first person with this problem, sadly enough. I'd really appreciate it if I could get Intel AT back in its initial  factory state of "unenrolled".

 

(Finally, I also tried updating Intel AT/AMT firmware through Lenovo's OEM update website....this did not help either)

 

Thanks ahead for your assistance on this matter.