I purchased NIS2014 from Amazon. I installed it over NIS2013 (which is expiring in two days). The installation appeared to proceed normally. I then did live update. I then accessed the Support menu from the main program window, selected the “Enter Product Key” tab, and entered the key provided to me by Amazon. I got the “You have successfully activated and registered…..” message. However, the sentence finished “….have 2 days of protection for up to 3 PC(s)”. I checked and it did not post the new installation to my Norton account.
In my Norton account, clicking on the “Renew” button (rather than the “Download” button) only took me to a screen offering me the option for purchasing Norton products. There was no option to just enter the product key for the product that I had purchased from Amazon.
I thought that perhaps I should not have installed the 2014 version over the 2013 so I used the Norton Removal Tool to delete the whole thing. I then reinstalled the NIS2014 and went through the same process with the same result.
Was the Amazon purchase legal? If not, should they be offering Norton products? If it is legal, how do I successfully activate the software?
Thanks in advance for any help that may be offered.
Reboot? That's affirmative. Numerous times. In fact, I have entered the key from the main program window Support pulldown numerous times and have rebooted each time. At no time did this cause the software to connect to my Norton account so that it could be "officially" activated.
If Norton won't allow you to purchase from another vendor (as evidenced by the fact that there's no way to enter the product key when logged into your Norton account), then there should be a way of prohibiting other vendors from selling the product.
<< If Norton won't allow you to purchase from another vendor (as evidenced by the fact that there's no way to enter the product key when logged into your Norton account), >>
That is absolutely not the situation -- many of us here buy from third parties and use the KEY to activate an installed copy or use the purchased copy to install and activate.
So something has gone wrong. Amazon are authorized distributors and in fact when you buy and download from them the file comes from the Norton servers, not from Amazon's.
You can buy from Amazon in 4 ways that I know of --
1 -- Buy and download where you enter the purchase order and get a link to download the installation files; the key comes by email.
2 -- Buy a boxed copy like in a store and it is delivered from Amazon stock held in Amazon warehouses
3 -- Buy a boxed copy like in a store and it is delivered from Third party stock held in Amazon warehouses
4 -- Buy a boxed copy like in a store and it is delivered from third party stock held in the third party warehouses -- where Amazon just handles the order like an agent.
Can you say which of those routes you used? And just to avoid confusion whether this was in the USA or elsewhere; if elsewhere then where?
Could you also tell us what version of Windows all this was on and if it was on Windows 8.1 was this a new computer delivered with 8.1 already installed or was it on an 8.0 PC upgraded as one has to via the Microsoft Store?
I'm sure that we or the Norton OnLine Support Team, especially via the CHAT route, can get this sorted out but a bit more background would help.
It actually sounds like you are entering the old product key that only has two days remaining. Please confirm you are entering the new key. It really wouldn't matter what version of Norton you had installed, entering a new key should instantly give you a 366 day subscription. When you click "renew" on the main Norton screen, the window that comes up will have a link that says "I have a key or code to enter" - click that and enter the new key.
I purchased via the download route. I'm in the USA, just a couple of miles from Amazon (Seattle Metro area). I downloaded the software but did not receive the product key via email. The product key was sent in a downloadinfo.txt file that was included in the folder with the executables.
The computer on which it was installed is one that I built myself. I've built all of my own computers since 1985. The OS is
Win7 Pro. This is the same computer/OS on which NIS2013 was successfully installed last year. I also purchased that package via download, but from Newegg ... or perhaps TigerDirect. I forget now, but wasn't Amazon.
I appreciate everyone's efforts to help. I hope that we can solve this eventually.
No, I'm not using the old product key. I'm using the product key that was in a .txt file that was included with the executables.
I was expecting to see the "I have a key code to enter" when I clicked on the "Renew" button on what you're calling "the main Norton screen" but I think you mean my online Norton account screen. Anyway, as I stated in the original post, after I logged into my Norton account and clicked on the "Renew" button, it only linked me to a screen of Norton products to be purchased.
Appreciate your effort to help. Hope that this is solved soon.
It's not online, you get to it from your installed product.
On the main screen click where it says renew.
It's right below the button in blue text
Dave
Dave:
Oh, sorry, I didn't put that step in the original post. Yes, I also tried that. I logged into my account from the main NIS2014 screen, clicked the "renew" (at the bottom of the screen, to the right of "Subscription Status: 2 days remaining") entered the product key that I received with the download, got the "activating product" progress bar screen then the "You have successfully registered.....have 2 days of protection for up to 3 PC(s)" message. And I just did it ALL again so that I could document each step for this post. Same result. Two days remaining and the new info wasn't posted on my registered products screen in my account.
Y'know, I just thought of something. Perhaps because this is a weekend evening it'll take a while to see my account reflect the new activation? Maybe tomorrow or Monday.
I logged into my account from the main NIS2014 screen, clicked the "renew" (at the bottom of the screen, to the right of "Subscription Status: 2 days remaining") entered the product key that I received with the download
Did you leave out a step there? If you clicked the "Subscribe Now" or "Renew my subscription" button, it won't work with a new product key. You need to click the blue "I have a key or code to enter" link immediately below that button.
I'm just wondering that with an overinstall and then a removal, that maybe some files got corrupted.
You could try the Norton Remove and Reinstall Tool which will replace your current install, with a fresh clean one.
That MAY just fix the days remaining problem, and it's a pretty quick process. Might be worth a try, if you don't want to go the Chat Support route just yet.
I have actually purchased several copies of NIS through Amazon.
Although there are several sellars I always buy from the seller "Symantec".
Since it's an authorized digital download through Amazon from Symantec all the info ends up in my Amazon account under:
Your Account > Digital Content > Your Games and Software Library
I can go in there at any time and find a reciept of my purchase, the download link and a copy of the key.
I never heard of any "downloadinfo.txt", I always get an email from Amazon and all the info recorded in my account.
Dave
OMG!!! It's all fixed!!! Thank you for your message!!! Made me go back and look at my Amazon account. The proper product key was right there in my "Games and Software Library" NIS2014 item listing!!!!
I have NO IDEA what was the meaning of that key code in the **bleep** downloadinfo.txt file. It was certainly in the correct format. In fact, I'm going to include the text of that file right here (except I'll change three or four characters in the included key code):
-------------------------------------
2/8/2014
If you need to install Norton Internet Security on a different computer, copy the folder C:\Users\Public\Downloads\Norton\{NIS21021-SHPD-FSD40014} to that computer, then double-click the NIS-UpgradeESDND-21.0.2-EN.exe icon to install the product.
----------------------------------------
Anyway, kudos to you and my problem is now solved. I have 366 days remaining on my subscription.
Glad to meet someone else who enjoys building their own computers ..... The current one I have I built from scratch and found that much easier, and less dangerous to my knuckles, that upgrading an older one!
Just want to say that this is a *TERRIFIC* forum. Everyone is so helpful and there are apparently no trolls. I'm outta here for now, but it's good to know that I can count on you all if I ever have another problem with Norton.
FWIW, I used Kaspersky for years. Nice security suite, but their forum atmosphere is 180 degrees off from this one and is one of the reasons that I went back to Norton products -- which I first started using back in Peter Norton DOS days :-). Uh, I'm a very old lady (seriously). My screen name in Newegg Forums is actually "Antique Lady Geek".
Anyway, thanks again! Can't tell you how much I appreciated everyone here who pitched in to help my ignorant mistake.
