Norton Anti-Theft not being activated

Archive
21

I'm sorry to be the bringer of bad news, but upon purchasing a subscription I decided to reset my Vaio. After resetting and running all the updates (both Vaio Update and Windows Update) and installing the Intel Management Interface update I still cannot activate my notebook. I get the same error as before. Do you have any suggestions to (re)fix the problem? Obviously my Bios has stayed the same, the updater will not run because it is already the current version. 

22

DJ,

 

After "resetting" (Restore to factory cvondition?) your laptop did you check for, uninstall and clean up any security application that came preinstalled? I forget what yours may have but most PCs come with something and it needs special treatment before installing any other brand.

23

I have run McAfee's MCPR.exe tool in order to fully remove all the traces of McAfee Parental Control and McAfee AntiTheft (and I think AntiVirus too). I am running Norton 360, but I assume that shouldn't block the activation of Norton AntiTheft.

24

The McAfee tool should not affect Norton products installed afterwards.

 

Let us know how you get on ....

25

Hi DJFlix,

 

Can you please provide the following information:

1) The output of AntitheftStatusUtility  - command : "AntiTheftStatus.exe /v"
2) iclsProxy.log and iclsClient.log from "C:\Windows\SysWOW64\config\systemprofile\AppData\Local\Intel\iCLS Client\"
3) SCSDiscovery tool's output xml and log file. Steps below:

    1. Download SCS_Discovery.zip from http://downloadcenter.intel.com/Detail_Desc.aspx?      agr=Y&DwnldID=21144&keyword=%22scs%22&lang=eng 
    2. Unzip the contents of the archive file.
    3. Open command prompt [c:\Windows\System32\cmd.exe] as administrator and change directory to SCS_Discovery, where SCSDiscovery.exe is present.
    4. Run the command "SCSDiscovery.exe SystemDiscovery'

Thanks,

Triji

 

26

1. C:\AntitheftStatusUtility>AntiTheftStatus.exe /v
Intel(R) Antitheft Status Utility version 1.1.10363.0
Copyright (C) Intel Corporation 2009-2011
Intel(R) AT status is INACTIVE
Return Value is: 0 (OK_INACTIVE)

 

2. I wanted to copy the iles but accidentall removed them Is there any way to recreate these logs? I tried reinstalling Norton AntiTheft but the folder is still empty.

 

3. I have PM'ed you the XML as it contains serial numbers.

 

2013-02-08 15:45:05:(INFO) : ACU Configurator , Category: HandleOutPut: Starting log 2013-02-08 15:45:05
2013-02-08 15:45:05:(ERROR) : ACU Configurator , Category: OnboardNetworkCard: A call to this function has failed - (0xc000278b) (Not found)
2013-02-08 15:45:05:(INFO) : SCSDiscovery, Category: -SystemDiscovery-: FLIX-VAIO.WORKGROUP: Discovering the System information...
2013-02-08 15:46:50:(ERROR) : ACU Configurator , Category: Error message: Failed to connect to the Intel(R) Management Engine Interface PTHI client. (0xc000001c)
2013-02-08 15:46:50:(ERROR) : ACU Configurator , Category: Error message: Failed to connect to the Intel(R) Management Engine Interface PTHI client. (0xc000001c)
2013-02-08 15:46:50:(ERROR) : ACU Configurator , Category: OnboardNetworkCard: A call to this function has failed - (0xc000278b) (Not found)
2013-02-08 15:46:51:(ERROR) : ACU Configurator , Category: OnboardNetworkCard: A call to this function has failed - (0xc000278b) (Not found)
2013-02-08 15:46:51:(ERROR) : ACU Configurator , Category: OnboardNetworkCard: A call to this function has failed - (0xc000278b) (Not found)
2013-02-08 15:46:51:(ERROR) : ACU Configurator , Category: OnboardNetworkCard: A call to this function has failed - (0xc000278b) (Not found)
2013-02-08 15:46:51:(ERROR) : ACU Configurator , Category: OnboardNetworkCard: A call to this function has failed - (0xc000278b) (Not found)
2013-02-08 15:46:52:(ERROR) : ACU Configurator , Category: OnboardNetworkCard: A call to this function has failed - (0xc000278b) (Not found)
2013-02-08 15:46:52:(ERROR) : ACU Configurator , Category: OnboardNetworkCard: A call to this function has failed - (0xc000278b) (Not found)
2013-02-08 15:46:52:(ERROR) : ACU Configurator , Category: OnboardNetworkCard: A call to this function has failed - (0xc000278b) (Not found)
2013-02-08 15:47:00:(ERROR) : 127.0.0.1, Category: AMT Interface error: Failed while calling Soap call GetCoreVersion. Intel(R) AMT connection error 0xc000521c: A TCP error occurred. Make sure that the destination settings are correct and that a network connection exists to the target. , error in discover 0xc000521c
2013-02-08 15:47:09:(ERROR) : 127.0.0.1, Category: AMT Interface error: Failed while calling Soap call GetCoreVersion. Intel(R) AMT connection error 0xc000521c: A TCP error occurred. Make sure that the destination settings are correct and that a network connection exists to the target. , error in discover 0xc000521c
2013-02-08 15:47:10:(ERROR) : ACU Configurator , Category: OnboardNetworkCard: A call to this function has failed - (0xc000278b) (Not found)
2013-02-08 15:47:12:(WARN) : SCSDiscovery.exe, Category: System Discovery: System Discovery finished with warnings: System Discovery failed to get data from some of the interfaces on this system. . ( System Discovery failed to get data from some of the interfaces on this system. )
2013-02-08 15:47:12:(INFO) : SCSDiscovery, Category: Exit: ***********Exit with code 32 - The process cannot access the file because it is being used by another process.Details: Success. System Discovery finished with warnings: System Discovery failed to get data from some of the interfaces on this system. . ( System Discovery failed to get data from some of the interfaces on this system. )

 

27

Hi DJFlix,

 

From the XML that you sent, it seems the MEI driver is not upto date yet. Could you please install the latest version from here : 

Intel® Management Engine Interface -

 http://esupport.sony.com/US/p/swu-download.pl?mdl=SVD11215CXB&upd_id=8060&os_group_id=24

 

Thanks,

Triji

28

Installing that file did not change anything. The driver installed was the same as the version that you provided. Any other thoughts?

29

Hi. I am fairly disappointed that after I purchased a subscription apparently customer service is no longer a concern. When I was using a trial I felt appreciated as a customer, but right now I seemed better off when using the trial. I am willing to make logs for about everything that I can log, but nobody is asking for logs at all. My laptop is currently not protected by AntiTheft and I don't find this very reassuring. 

 

Could anyone please inform me about what the problem seems to be? Why am I not able to activate Norton AntiTheft?

30
DJFliX wrote:

Hi. I am fairly disappointed that after I purchased a subscription apparently customer service is no longer a concern. When I was using a trial I felt appreciated as a customer, but right now I seemed better off when using the trial. I am willing to make logs for about everything that I can log, but nobody is asking for logs at all. My laptop is currently not protected by AntiTheft and I don't find this very reassuring. 

 

Could anyone please inform me about what the problem seems to be? Why am I not able to activate Norton AntiTheft?

Please give trijimon_p_r  Symantec Employee  a chance to come back since you only just posted that the file change did not work.

 

You can't get much better customer service than with someone like that (names in red) since they tend to be active Norton staff involved in the actual progamming and debugging!

31

I do understand that, but I have not heard from anyone for more than a month! In my opinion that is a long time to leave a customer that is having issues with your product without any status updates whatsoever. I have paid for a subscription for 365 days and have 320 days left without being able to activate the product. The most important thing in support iskeep giving status updates and keep giving estimates. 

 

The only thing I want to know right now is: Are you out of things to try? Because if that is so I'll have to find another solution. If not: I'll keep waiting patiently.

32

I can't help you technically but give me a while to contact one of the management .......

33

Could you please give me an indication of how long 'a while' is? Thank you

34
DJFliX wrote:

Could you please give me an indication of how long 'a while' is? Thank you

Manana ...... if you are in a hurry?

My apologies -- I don't have a good reminder scheme here so give a while more to see what happened. I'm pretty sure I posted about this and I thought I'd been told it was being looked at .....

 

I really will follow up on this.

 

PS I've PM'd my Norton Management contact givnign him a link to this point in the thread ..... and asked for some help before the weekend ....

35

Hi DJFlix - Sincere apologies for the delay in responding. We are working with Intel's team to resolve the issue that you are seeing with activation but we don't have an ETA yet. We will keep you posted on the updates.

 

Thank you,

Triji

36

Thanks for the update Triji .....

 

I imagine you are on the technical side so can you help get someone to deal with the user's situation:

 

<<  I have paid for a subscription for 365 days and have 320 days left without being able to activate the product. >>

37

Hi Hugh,

 

We will extend your license days after your issue is resolved.  Please send us the Norton Account(email id) used for the Norton Anti-theft product purchase.  

 

Thank you

38

Triji ...

 

It's not me with the problem -- it's the orignator of the thread:

 

DJFliX

Contributor

 

who in a message just up the thread posted:

 

‎03-12-201306:08 PM

 

I do understand that, but I have not heard from anyone for more than a month! In my opinion that is a long time to leave a customer that is having issues with your product without any status updates whatsoever. I have paid for a subscription for 365 days and have 320 days left without being able to activate the product.

 

Note that he first reported this in November 2012 and another month has gone by since he posted the above.

 

Perhaps you or someone would contact him directly so that he has a personal record from Symantec --- and I'd suggest that it be generous.

39

Hi Hugh,

 

As rj_dish mentioned, the subscription can be extended. We feel that it would be better if its done once the issue is resolved because DJFlix will be able to use the complete set of features. I have also confirmed the same via PM to DJFlix.

 

Thanks,

Triji

 

 

40

Thanks Triji,

 

I would not have posted except that there was no sign that there was any personal contact with the suffering user!