I run an IT consulting company and have Norton installed at many companies, 20 of which I provide managed services for.
All 20 sites run Norton Business or Norton 360 and are not related to each other…all different logins and all physically different locations.
ALL sites have experienced the same issue.
- Install / Activate / Configure / Verify Complete. Computer XYZ is now activated and XYZ is displayed on My Norton under subscriptions.
- Go back to XYZ computer in a fews days, weeks or months (no pattern) and the license may or may not still be activated.
- The user has done nothing, the product is still logged in, the machine name XYZ still shows as being activated under My Norton. However, the notification icon now has a red X through it, open the app and it gives you the generic no subscription or license expired.
- In some cases you can simply login again (not that you should have to). However, you can come back to this same computer in days, weeks, months and it may or may not be activated.
- In other cases, but much less frequently, it returns a sever unavailable error that I have only been able to resolve by reinstalling / reactivating Norton.
No patterns that I can see…in some cases 1/2 of the licenses may be kicked out, in other cases 1 or none.
I have been reselling Norton for 20 years. You would see a license get kicked out here or there but nothing remotely close to this scale and frequency.
The only 2 things I am certain about…
- It only started happening AFTER the new interface change.
- I have 20 unrelated sites / accounts having the exact same issue.
Norton Support has been less than helpful to say the least but they did escalate to L3 who has proceeded to sit on it for 3 weeks and accomplish nothing.
Anyone else experiencing this?
Thanks!
@PotomacTech Hello, one question in mind is are these devices in all locations updated to the last fix release that came earlier today? That was version 25.9.10453 (build 25.9.10453.953), I’m not sure if that would cover Business installs but would think that is the case.
Allow me to forward the thread to someone at Norton so they can get someone to respond here directly for you.
SA
Buddy, it’s been a solid 10 years since my last post on the forum and I am almost certain you are the one who answered my last question!! You are a machine!
They are current as of today but I am also leaving these sites in a broken state to aid support so they can see it happening across totally unrelated accounts. So, like you referenced, I can’t imagine the upgrade would resolve the issue…possibly just prevent it in the future.
I was told through my dealings with support over the last month that there may be some type of fix for a server unavailable issue when attempting to 1st license a product (no idea if this is accurate or not).
Do you have any specifics for the most recent build that may apply to this?
Related in the sense that it only made my life MUCH more difficult when trying to deal with L3….
Verizon (both wireless and landline) is applying a “free” spam filter without telling users and all calls (or at least 8 that I am aware of) from Norton Support are being blocked at the network level so the phone doesn’t ring, you just see a VM notification.
Can you modify the spam feature to allow calls? Of course not.
Just wanted to add that here because I have been beating my head against a wall while telling some people they were crazy when in fact it was Verizon blocking Norton.
Thanks!
Give this article a look regarding the spam call feature for Verizon. I had issues with it doing the same recently when I had a water leak needing an emergency plumber. NEVER heard the call, just went straight to spam, that isn’t how I had that setup. Hope this helps with that in some way.
SA
Regarding the latest fix release there isn’t an announcement that would lay out what was corrected. I can tell you that from my own issues that appeared out of nowhere a couple of days ago, they were backend issues with Norton services connectivity. UI opening and giving a white screen with spinning circle. UI not opening and locking up devices. Firewall going bonkers blocking sites for no apparent legit reason. Your licenses issues is one Norton needs to have a close look at, I have made that clear when I escalated for you. Keep an open eye for a possible private message on the forums message center, and even a Norton/GenDigital employee getting into the thread. Keep us posted if you will so I can follow up.
SA
Unfortunately, this is not it (or maybe it is but I cannot even install the app once they disabled the feature last night). And, after they disabled it, of course I spent another hour on the phone waiting for a supervisor with outbound calling capabilities…straight to VM. Now on hold with Verizon who is trying to convince me that disabling VM may fix the issue (yup, it’s going to be one of those days).
So, my phone says “Device Not Supported” when I attempt to open the app. Trying to get Verizon to do a simple trace route as I have the exact date and time the calls occurred. Noooo, it makes much more sense for the user to keep restarting his phone, calling Norton, waiting for an hour to speak with a supervisor and then to call back again when is still fails (checklist support at it’s finest).
Sorry for the Verizon rant…you caught me in the moment!
How common / uncommon is it for them to put out a major update that requires manual live update to be installed? Possibly a major issue was found and they are testing this waters or is this more common than I realize?
So here is where I stand (feel free to laugh, you kind of have to):
- Ticket escalated to L3 but L3 only communicates via phone but all calls received from Norton support continue to go straight VM with no trace of the call in the history (obvious a Verizon network issue).
- I can’t speak with L3 because the calls go straight to VM but they continue to call anyway.
- All attempts to negotiate an email discussion and a remote session are not responded to because L3 does not respond to emails. Supervisor suggests I wait for L3 to call me (with a straight face I am sure).
- When faced with the above facts, every supervisor I speak with continues to tell me L3 will call me.
- I am about to call Norton, wait on hold for 45-60 minutes to speak wit a supervisor just so they can attempt to call my cell and watch it go to VM (then back to Verizon).
It’s Groundhog Day!!!
Thanks again for your help bud!
Dang, that is just so unreal. Verizon and support at Norton. Businesses DO get overwhelmed but hey, a part of business is having a plan B to deal with it. Hoping someone Norton gets into the fray ASAP.
SA
Thought I would add a little “humor” at the end the day…on the phone with Verizon for 1 1/2 hours now, no one can find the ticket, everyone keeps asking me to repeat myself, I have spoken to people on at last 3 different continents…you know how this one goes!
I did reactivate and run live update on a handful of computers that had the license kicked but this issue is so intermittent, not sure how much this will help.
I will be in touch as soon as Norton can contact me and I can do some troubleshooting.
@PotomacTech I bumped my earlier tag to Norton for some action with this ASAP on your behalf. I don’t work for Norton but dangit. We can do better than this. THANK YOU for your patience as well. Most others would be climbing walls and going off already.
SA
I have been doing this for 30 years so I am used to banging my head against the wall…still hurts but used to it.
In this case, I have no choice in the matter since it impacts all my customers (unless I wanted to be 1 of the many generic hacks that don’t do what they’re paid for). I can’t script my way out of this one…totally at the mercy of these 2 companies (as I have been on hold for 30 minutes again with a tier 2 supervisor….playing the “eventually they will hang up game”!).
I am in this for the long haul, whatever that means or looks like. REALLY appreciate your advocacy.
8 days, around 15 supervisors and 20 hours later, Verizon is FINALLY performing a trace route. Funny, how they finally do what you asked at the beginning yet it is seen as an accomplishment. Just wanted to give you a heads up…I may be close to being able to communicate with Norton’s L3…will update when I have more details.
My Norton contact responded they indeed passed this up for action again. Has anyone Norton privately messaged you here on the forums regarding this? Just checking to see if anyone Norton has followed up.
SA
No one from Norton has. However, after dealing with a Verizon L3 via text, he was definitely based in the States and knew what he was doing. Said he reconfigured the route and I may be able to test as soon as tomorrow. I’ll keep you updated.
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Update…
I actually grinded in the face of constant hangs up and gross incompetence until I finally got a Supervisor who cared. Within 12 hours L3 contacted me directly (only via text) and within another 12 hours the problem was resolved. As expected, it was just an incorrectly configured route. He couldn’t provide details but he did acknowledge this was not isolated to my account. So, anyone in the US using Verizon wireless expecting a call back from L3, the call route now works. How no one else found this is insane.
On the other hand, Norton has been non-responsive even though I spoke with 2 supervisors, both of which apologized (as they always do) and then promised L3 or L2 would reach out to me but nothing. Someone is either ignoring me or it is likely in an incorrect queue that is not being actively monitored. No idea bud but it is very frustrating. If I did not provide you with this before, the ticket # is xxxxxxxx.
My apologies for being late to the game, had a busy weekend with soccer tournaments with my grandson. Busy busy!!
FYI!! I edited your ticket number because it presents a risk since it is considered PII info. Send me the ticket number in a private message here on the forums, I will forward that to my contact for escalation.
SA
Tournaments with the kids / grand kids are awesome…so much more important than this!
I feel like an idiot but I do no see a messaging feature and, when I click on your profile, it just indicates private. So yes, I can move mountains and have Verizon change their network but can’t find a way to message you! lol…any help you can provide would be appreciated.
And I apologize, I honestly did try to find a way to message you with that../.figured it may have been against protocol.
Thanks again bud!
Try that again..I evidently made my profile private by accident somehow, its always been public. Doh!!
SA
Unless I am REALLY slow (always a possibility), I still do not see a direct message option for you. I can click on your profile and see info on your recent posts, etc. but no DM. Please see if there is another setting change required or let me know if I am doing something wrong.
Thanks!
