Hi! I have recently purchased a new Sony Vaio Duo and wanted to activate Intel Anti-Theft. After aquiring the trial from Norton I have tried to activate AT. After installing and logging in the NAT-icon shows in the taskbar. When I open it it opens the web site in Chrome, but it states the following about my notebook:
When I click 'Not Activated' I get a button named 'Activate Intel Anti-Theft', but when I click it, it shows 'Create a User Password', I do this and then 'Intel Anti-Theft Activation is in progress...' appears. After a few seconds the message disappears and the initial message ('Activate Intel Anti-Theft') appears again. It seems to me that Intel Anti-Theft is not actually activated.
I have tried using McAfee Anti-Theft before this Norton-trial because it was pre-installed on my Vaio, but it didn't work well and as a long time Symantec user I wanted to give you a chance to win me over to using your products. Please advise me on what to do next. The McAfee support technician advised me to remove their product as a solution for the problem I was having. I know you can do better ;). (Off-topic, my problem with McAfee AT was that my files got encryped every single day. As a result I could not use the laptop as long as McAfee AT was installed. The timeout for auto-lock was set to 3 days, but the program was installed for only 24 hours before it happened the first time. In Norton AT I have not even come this far).
This is just to let you know that someone has read your post, sadly it is not to solve your problem. I do not have a Vaio, or a device with Intel Anti-Theft capabilities or Windows 8 or Norton Anti-Theft - so I am somewhat hampered in my ability to help. And this is not a problem I recall seeing before. I have tried to bring it to the attention of Norton Staff (when they post their names appear in bold red text). However it is the weekend and you have not even bought the product yet so it may be a while before you hear anything.
On the other hand someone else may have a helpful suggestion and may be along any minute...
We need few information to debug the issue that you are seeing with Norton Anti-theft. Could you confirm if Mcafee's Anti-Theft was Suspended/Unenrolled before you tried out Norton Anti-Theft? I have sent you a private message requesting additional details along with instructions, please provide them as well.
This is the output that I got from running the command you sent me in a PM. As far as I know my Vaio is un-enrolled from McAfee Anti-Theft. I ran the command as an Administrator, as I thought a suer probably wouldn't have access to AT status. Please let me know if there are any more diagnostics I can run.
Just in case it is helpful .... I had a look inside the standard McAfee clean up tool (like the NRT) and it does include a segment to remove/cleanup McAfee AntiTheft although that product is not mentioned in the listings I've seen in what it deals with.
Here's the link I use which I've made unlive ... I hope! DOT = .
Thanks for the heads-up. In my case McAfee customer support had already suggested using MCPR to remove McAfee AT. They also thought it would be the solution to my problem with McAfee AT. (Well, if you remove a poorly coded program the issues I have with that program actually go away. Hats off to McAfee * sigh *). Although I hope this helps other users :).
Thank you! On a sidenote, is it possible to pause or freeze my trial? I have three days left, and when the problem is identified/solved I would like to give NAT a second chance to prove that it's the solution I'm willing to subscribe to.
I'm the product manager for Norton Anti-Theft. When we figure out the issue, I will get back to you via PM to help you out so you can get some more time.
Sorry about the delay in response, we have been trying to reproduce the issue at our end but were unable to. To debug the issue further, could you please provide the file iclsProxy.log from your PC? For 64 bit operating system, it can be found under "C:\Windows\SysWOW64\config\systemprofile\AppData\Local\Intel\iCLS Client\".
I have added the log file as an attachment. I hope the information inside helps you tackle the issue.
I openend the other file in that folder (iclsClient.log), and as far as my limited knowledge of AntiTheft goes it seems that AT is actually receiving messages. The iclsCient.log is about 1200kb.
Thank you for sharing the log file and apologies for not mentioning that we would also need the iclsCient.log file. Could you please upload iclsCient.log as well. If you are having issues attaching the file to the forum, please use Norton Zone. The instructions for Norton Zone can be found here.
We don't have an update yet but are working with Intel on identifying the issue. We need some additional info, the firmware and BIOS version of your computer. This can be retrieved by running SCS_Discovery tool provided by Intel, please follow the steps mentioned below :
Could you please try Norton Anti-Theft activation after updating your computer's BIOS and Intel Management Engine driver. Below are the download links for Sony VAIO Duo:
Thank you very much! The BIOS was already up to date, but the other update seems to have fixed the issue. I can now successfully acitvate Norton AntiTheft through the browser. I am amazed and very happy that you (Norton team) have been able to resolve this issue and you have proven to be woth an annual subscription! Have there been any changes on your side? Or was the issue only due to a faulty IME driver? Please thank all the people involved in solving this bug!
Glad to hear that you are able to use Norton Anti-Theft services without any issues. The problem was with the IME driver, there were no changes made at our end.
