I have been using Norton for years, and always update in January of each year. Norton was working fine on my computer, until yesterday when I noticed that the green tick on the taskbar icon had changed to a red cross. I also had a pop up message from Windows saying my virus protection had been turned off. I tried to open Norton to remedy this, but as soon as it looked like it was opening it would just disappear. Perhaps it was crashing?
After going on the Norton website, I used the remove and reinstall tool. Once this had completed, I had a green tick on my taskbar icon. I tried opening Norton again, and a pop up window told me that I needed to enter the product code/key manually, I didn't know how to do this, so I went to the Live Chat help desk. My help desk assistant used remote access to my computer, said he would completely uninstall and then reinstall the product, and that should fix the problem. He did this, and I got a green tick on the taskbar icon but Norton was still having the same problem opening as before - except now it was just crashing instead of asking for the product key. We then uninstalled and reinstalled the product again, and the same thing happened.
I turned my computer on again today, and now the green tick has changed back to a red cross. On Google Chrome, the Norton bar says my licence has expired (and it shouldn't expire until January) and my product is inactive. I still have my product code/key but I don't know where to input it, or if this will make Norton work again. I don't like being unprotected, but I'm worried about uninstalling/reinstalling again as it hasn't worked so far. Please help!
Hi amyfairy,
Check your system time and date carefully and make sure that they are correct. The next time you get the product expired alerts, click Support > Subscription Status. If the status check fixes the situation, then it is most likely a problem with the system clock, such as a weak CMOS battery.
This shouldn't cause Norton to completely crash, so there may be something else going on. But checking the subscription will rule out the easiest possibilities.
Sorry you are having these problems.
A couple of things I'd try if at present you can open Norton ....
-- Open your MyNortonAccount by clicking on Account and logging in with the same email address ID and password and seeing if that shows the correct expiry date.
-- Click on Support / Subscription Status and see what that does .... it should synchronize your installation with the central database
If that does not resolve it then click on Subscribe or Renew at the bottom of the main Norton screen where it shows the number of days and then on Enter existing Key or words to that effect which should take you to a screen where you can do that.
Let us know what happens and if not successful could you let us know the following background:
What version of Windows are you using including Service Packs and whether 32 bit or 64 bit as well as the Name -- Anti VIrus, Internet Security or Norton 360 -- and Version ID of the Norton product that you are using -- Help or Support / About is where that is, in the format of nn.nn.nn.nnn where n is a number.
If you get any error messages please give the exact wording of them as well as any other background that could be helpful.
Please also say what internet browser you are using -- name and version number ...
Thank you for your help - however, I can't open Norton so I can't check my subscription status at present. When I go to open Norton, the little hourglass comes up next to the mouse arrow (so it looks like it's starting up), then the Norton icon appears in the bar at the bottom of the screen (where you minimise windows) but then it seems to crash or somehow be prevented from opening.
Hopefully this info will be helpful: I am on a Windows XP Home Edition system, with a 2002 version and Service Pack 3. My display is 1024 by 576 pixels and the colour quality is 32 bit. I have Norton Internet Security, but I'm not sure of the version ID as I can't open the program to find it.
Unfortunately I don't get any error messages - I'm sure that would make it more helpful to fix the problem! It was only after I first used the remove & reinstall tool that it told me I needed to input the product key manually, but Norton wouldn't open for me to do that. After using Live Chat and having the assistant uninstall and reinstall Norton, no error message has come up - Norton only crashes (or I presume it is crashing?) when it goes to start up.
I am using Google Chrome, and the version number (if I am looking at the right thing) is 19.0.1084.52 m. When the technician remote controlled my computer he used Internet Explorer, but I can't find a version number for that.
Please let me know if you need any more information.
I'm not the best person to help you with Norton 360 but you've given the information that will help others.
Hang on for a while if you can (are you using a second computer to talk with us or the possibly infected one?). but if you are desperate check with Norton OnLine Support via the CHAT route as below since they have the tools to deal with subscription errors.
To contact customer support Click on this link https://www.norton.com/chat and work on from there.
Please let us know how you get on ....