Today I have encountered a problem that maybe you can help me with. I have Internet Security 2011 installed on 3 computers. On one of the desk tops today I went to do an update check and the results said all but one update was installed. It went on to say that the problem could be corrected by doing a FREE Norton product update to the 2012 version. I did it and after all was said and done it installed the 2012 version of internet security and gave me a 15 day "trial". I had just installed the 2011 norton in our 3 computers about 50 days ago and now have lost about 300 days. Now I have to pay or their FREE update before the 15 days expire ??? How can I get back the 2011 version rather than paying for a 2012 version until this one expires? Thanks for any help you can offer.
Ron,
Are you by any chance using one of these ISP's?
Orange, Wanadoo, or Euphonynet
If so there is a known problem and some information in this thread recently posted -- see the link in Vineeth's message.
Hi Hugh,
What does not seem to add up to me is that the OP reported that SONAR is having problems and is being disabled. This would seem to indicate a problem with NIS itself.
Best wishes.
Allen
Allen,
You know how much I understand about things like that ......
It was just an addition having just read that other thead.
I recently changed from NIS 2010 to 2011, Seemed to work fine, but then received message via One Click Support "We are unable to communicate with one of our servers. Would you like to attempt to correct this problem by releasing and renewing your IP settings?" This message was preceded by a red X on the tool bar Norton icon and a red box behind Sonar Protection in the main Norton screen. I said yes to the one click request but the Sonar Protection is still offline. Now what?
Hi,
There might be a chance that the user has one of the ISPs Hugh listed (We've seens a few more issues due to this). If the user's ISP is not any of these, and the actual issue is with SONAR, then the user can try the solution mentioned in the following Knowledge Base article:
Vineeth
Hi Vineeth,
How does a SONAR problem relate to a problem doing live update through certain ISP's? Are you thinking some partial update could have been installed and caused SONAR to have a problem? And if this occurred the OP would probably have to use the removal tool anyway.
The KB article you referenced is what I already outlined in my earlier post. I recommend the procedure I posted earlier because it talks about backing up Identity Safe, etc where the KB article does not.
Best wishes.
Allen
Hi AllenM,
Quoting the user: but then received message via One Click Support "We are unable to communicate with one of our servers. This message was preceded by a red X on the tool bar Norton icon and a red box behind Sonar Protection in the main Norton screen. I said yes to the one click request but the Sonar Protection is still offline.
I was just referring to this. As we know, there was a problem with LiveUpdate for some ISPs, and we had to solve this by changing the DNS settings (We are unable to communicate with one of our servers) . The user says that there is a red X on the toolbar. Here we are not sure where the red x is. if that is a problem with AntiPhishing, that may be a result of LiveUpdate which is not updating. This made me think that we cannot restrict the problem to be with Sonar. Now, even if it is a Sonar problem, there is no harm in checking what ISP the user has, right?
Now the second part. I think I've pointed this many times on the forum. There were a few changes to the Norton Removal Tool one or two months ago. We do not need to back up Identity Safe before running NRT. NRT does this, and the user won't loose the logins and passwords once reinstalled. So there is no need to back up Identity Safe.
Now, if you still think that my last post does not make any sense, I am ready to remove it. 
Thanks!
Vineeth
Hi Vineeth,
I never said it didn't make sense. 
I am curious though. Which method of backing up Identity Safe does the removal tool employ?
- Does it leave the raw ID safe data files intact? Or
- Does it make an NPM backup?
I believe it does the former, correct? If so my honest opinion is that I'd rather have an explicit NPM backup file as well. This further ensures against losing anything.
Thanks
Allen
Yeah, it uses the first method. It does not delete the Identity Safe files and leaves it behind. And it restores the files automatically irrespective of whether the same product is reinstalled, or a different product (which uses Identity safe) is installed. So, as long as the user does not go deep in and delete all the Norton files, he/she is safe.
And I agree the fact that it is safer to have a .NPM back up as well. However in normal NRT - reinstall scenarios, it may not be needed to back up Identity Safe separately.
Vineeth
In this case, you run the Norton removal tool at least three times with a reboot after each time just to make sure all Norton traces is gone. Idealy, I recommend you install per the below instruction. You may want to print it out as you will be offline for the duration of the installation (not more than 2 minutes).
- Download the Norton Removal Tool as well as the Norton Internet Security Installation file to the desktop so that it can be easily found later
- Physically disconnect your self from the internet. That could include yanking out the ethernet cable/telephone cable from the back of your computer/turning off your wireless with either the wireless switch on your computer or turning off your router. This is to prevent any cyber attacks while you are vulnerable. DO NOT RECONNECT UNTIL MENTIONED!
- Back up any identity safe data. This step is to make sure that you do not lose any of your save passwords. If you do not use identiy safe you can skip this step.
- Uninstall the Norton software through the add/remove programs and let your computer reboot.
- Upon reboot, run the Norton Removal tool installed earlier. Upon completion, let your computer to reboot or reboot manually.
- Repeat step 4 two more times just to be sure.
- Upon the completion of the installation, reconnect your internet. Then run liveupdate repeatedly until all upgrades are complete. You may delete the files you downloaded in step 1.
Run the Norton Internet Security 2011 installation file downloaded in step 1. If you are using Windows Vista and above, right click the installation file and select run as adminstrator (as shown in the screenshot below).
Hi Tywin7,
This is quite redundant since I already posted the procedure above.
Best wishes.
Allen
But mine have pics B-)
Tywin7 wrote:
But mine have pics B-)
Tywin7,
It is still redundant my friend.
Allen
Just started using this package. It does not always load consistently. Have to power system off and on until it finally loads. I have placed the package in my startup reg for instant exe but to no avail. Anyone else have this problem ?
I have a problem, and the canned Help has been no, um. help. They haven't run across this, I guess.
I keep getting e-mail advertisements telling me my subscription has expired, and I need to renew. I checked my account and have plenty of time left. Does anyone know who is sending these messages and how I contact Norton to tell them about this issue? I have so far not been able to locate a "Contact Us" box.
I recently (two months ago) purchased Internet Security 2011 which states on its cover that I have 1 year protection for up to 3 PCs. We have two laptops at home (my wife's and mine). Do I install Internet Security 2011 on both laptops?
Installation on my laptop went OK (as far as I can tell). Installation on my wife's unit is aborted as of a few minutes ago because I no longer knew where (at what stage) the installation was. Instructions for installation of new software are certainly not written with seniors in mind. I thank you for your reply.
I have bought a disc with Norton Int Security 2011 Plus Norton Utilities. I have loaded the new Internet 2011 (with 3 computer use). I was NOT asked for Product Key and my account does not show AND has NOT updated renewal date. (I had 51days left on my old product an updated Internet system for 1 computer.) As it is not in my account I cannot update either Product Key OR Number of Computers OR Renewal date. Please help.
P.S. Whwn I enter the Serial number from the Norton Internet Screen it is not recognised so I cannot contact Support direct!!
Yes but I paid for 1 years subscription for 3 computers and my account only shows an older versio of NIS (that has been upgrade) for 1 computer and they want me to pay renewal fees in 51days. It also of course has the wrong Product Key as I have not entered the new one !!