Norton anti theft

Norton 360 für iOS | Android
1

Hi, 

Following a Bios battery change, my laptop shows the below message when I start the computer (Windows 8.1):

This computer has been disabled using Intel (R) AT.

Intel (R) AT system lock due to :Platform Attack Detected

Time Left to enter passphrase : 897 second

Please select one of the following for platform recovery:

    1. - Passphrase

    2. - Server Recovery Token

Select one of the above options to proceed...

Invalid Selections, Press 1 or 2

Unlock with Norton Anti-theft http://goo.gl/gccEG

Platform ID : 000033B8

Intel (R) AT service provider ID :15000

How do I uninstall Norton Anti-theft? The software has been uninstalled a long time ago but appears that Norton Anti Theft is still in my system. 

I have tried all options including contacting Microsoft technical team (who eventually escalated my problem to their highest technical support level) but they still couldn't resolve my problem.

I've read your forum thread in Norton community that this exact problem was resolved for several users.

Please help.    

 

2
pefiwald schrieb:
Seit neuestem ist unter meinem Account kein Programm mehr zu finden. Also funktioniert mein Anti Theft nicht mehr, ich habe keinen Productschlüssel. Das Ganze ist um so ärgerlicher, da ich sage und schreibe 3 mal für das Programm Norton Mobile Security bezahlt habe.
Mfg
pefiwald

....und keine Unterstützung vom Support...Frechheit:smileyhappy:)

3

Hallo pefiwald,

 

ich nehme an, du meinst den Norton Account? Mit der Anzeige im Norton Account gibt es zurzeit Probleme.

 

Welche Schwierigkeiten hast du mit Anti Theft?

Zu der Frage mit der Bezahlung habe ich im Thread Doppelzahlung geantwortet und dir eine private Nachricht geschickt. Wir brauchen dazu noch weitere Informationen, um eine Rueckerstattung vorzunehmen.

 

Gruss,

4

Hallo Susanne, das Problem mit Anti-Theft hat sich erledigt. Die private Nachricht habe ich beantwortet.

Danke für die schnelle Bearbeitung

Grüße pefiwald

 

[Bearbeitet: Zusatz - siehe Thread Doppelzahlung zur weiteren Info]

5

We bought a Samsung galaxy tab 2   7.0        Since we use Norton and I saw the app on my tablet for Norton table security I clicked it and then click on download anti theft and got this message:  Your device isn't compatible with this version.

 

Would be nice if Norton could list devices that aren't compatible, considering I have spent hours on the internet trying to find out why I can't get the Norton anti-theft.

 

Why isn't my Samsung galaxy tablet 2  7.0  compatible for the Norton anti-theft and is there a fix/solution?

6

Hi rogfamily

 

I have a few questions to try and help us understand your issues  being-

 

Did you download the Norton Tablet Security App from the Samsung Apps

store using the Samsung Apps app on your Galaxy Tablet.?

 

Are you seeing the message (Your device is not compatible with this version)

when trying to download Norton Anti-Theft app from the Google Play store.?

 

Or are you seeing this as a pop up message on the Tablet screen  in the

User Interface of the Norton Tablet Security App after tapping (Download and

install Norton Anti-Theft).?

 

There is a chance and i am not 100% sure that you may have to upgrade from

the free version of NTS (Norton Tablet Security) that Samsung Apps provides

from there App Store to a paid version to be able to download and install NAT

(Norton Anti-Theft). Perhaps that is why you get the message Your Device is not

compatible with this version.

 

So another question is what does the subscription say at the top right corner of the

Tab screen when you open Norton Tablet Security? Does it say 2 or 3 days? If you

tap that area does a drop down menu appear with the option to purchase the full

paid version of NTS.?

 

I ask these questions because i have not tried the free version of NTS that the

Samsung Apps store offers to Samsung users.

 

NAT wil only work with a Android Smart Phone if it is running the full paid version of

Norton Mobile Security and not the Lite Free Version.

 

Might need a Symantec Norton Employee to confirm weather or not there is a upgrade

for the free version of NTS from Samsung Apps to a full paid version to be able to

download and use Norton Anti-Theft.?

 

Cheers.:smileywink:

7

Hello again. Norton support is the only option available. We cannot fix the A/T issue here on the forums. 

Cheers

8

I've contacted Intel. They informed that they no longer provide technical support for this issue and referred me to contact Norton again. 

9

And as was originally posted support can assist, only support can assist with the unlocking. It will be a long process of proving device ownership. They will otherwise consider the device stolen as peterweb noted. Also noted, the original poster said:

This computer has been disabled using Intel (R) AT

This is an INTEL issue which THEY will have to assist with. Intel AT has nothing to do with Norton. Hope that clears things a bit further for everyone.

Cheers

10

As I understand it, you cannot even access the BIOS to try to bypass the Anti Theft feature. If you could, thieves would have no difficulty accessing a stolen computer.

 

11

Malaysia-KL. IF you have reset your BIOS back to defaults and rebooted without any change, have you contacted Intel for assistance? Otherwise you are looking at replacing the motherboard and/or the hard drive. 

Cheers

12

Thank you everyone for your kind attempts & comments to help me. My laptop Toshiba (Intel Core i5, Windows 8.1) came pre-installed with Norton when I first purchased it. I don't even know anti-thief was also installed & a passphrase was set. When this problem occurred, I read all articles on this. I know Anti-Thief has been discontinued a million years ago. I've tried all passphrase but none of them work. 123456 passcode suggested above didn't work either.

I've called Norton 2 weeks ago, they've escalated my case but until today, I've not heard from them. I called them again today. They came back with the same reply, they will escalate my issue to technical team, level 3. The error msg read 'Unlock with Norton Anti-theft http://goo.gl/gccEG'. Thus this is related to Norton Anti-Thief & not McAfee's Anti-Thief's program.

All I hope for is a solution for this problem. If anyone out there who knows a solution to this, I'm all ears. Thank you very much in advance for your kindness

 

 

 

13

Thanks anyway for your help, and we are happy to be able to use the laptop again.

14

Glad you have it solved John. As was posted before, that old software was retired some time ago. Even Intel won't support their TPM platform issues anymore although they should have made it public knowledge it was being retired in a way where the average customer / user had access to it. Norton should have done the same, with all the marketing spamming going on. Some of that could be focused on customer knowledge base. Point is, and it not necessarily proper, once things go EOL/EOS so does the support for it. 

Cheers

15

LUCKY ME, TRIED ONE OF MY OLD PASSWORDS AND IT WORKED ;-)

BUT STILL I'M UPSET ABOUT THE VERY POOR SERVICE FROM NORTON, 6 WEEKS NU HELP!!

 

16

John. Have you attempted to reset the BIOS settings back to their defaults? Does it ask for the passcode when doing that as well? Wondering if this article may be of assistance? 

Cheers

17

I hope they can help me otherwise the laptop might be useless because its a bios problem

18

I have escalated this issue.

As noted, this service was discontinued by Intel in January of 2015. So it may take some time for Norton to find anyone that even knows about this service.

 

19

I have the same problem an no help at all from Norton, they say they call me back but it does not happen, just an e-mail that they could not reach me and thats not true.

Many thanks in advance for your help because we are getting crazy about this problem and poor (or no) support from Norton.

ALREADY 6 WEEKS WE CANT USE OUR LAPTOP AND NORTON IS HIDING AND DOES NOTHING TO SOLVE THIS!

 

20

This feature is OS independent. It locks the device at the BIOS level.

Here is an article from TomsHardware.   https://www.tomshardware.com/reviews/vpro-anti-theft-small-business-advantage,3259-10.html

And an Intel document.    https://www.intel.com/content/dam/doc/product-brief/mobile-computing-protect-laptops-and-data-with-intel-anti-theft-technology-brief.pdf