So you are buying for years Symantec Norton Deluxe products for your computers and hope that it will protect your infrastructure automatically, looking for updates and regularly scanning your system, for any problems for the duration of your contract …Wrong!. This only works until Symantec decides to disable your product because “you are in the wrong location”. Leaving you fully exposed and without even warning you! It happened to me on a world travel and I would like to share my experience so everyone is aware of it. Upfront my conclusion: Get a product from an antivirus provider that is not following the USA embargo rules. Try to choose a neutral provider that puts customer security first, ahead of any political constraints. Consider this especially when you are travelling.
For over 12 years I purchased Norton Internet Security products for my IT infrastructure in Europe. Everything was fine until I started on a world tip. While travelling I only connected to the internet a handful of times as I was restricted by internet cost and availability. In one country I realized that the database stopped being updated. Trying to access my Norton Account resulted in Norton telling me that "I am not allowed to access my account from this Location". Trying to reload my license manually resulted in Norton telling me that "this is an invalid license". Finally the software informed me that “the Test Version expired” and disabled the product by removing the application from Windows.
Though I pay for a 5 user Deluxe Internet Security license, valid for another 9 month. Though the license is registered and my address is in a European country. Though Symantec has full access to my original account details they did not bother to check. Symantec did not just stop the update. Oh No! Symantec removed the product putting me at RISK!
I neither had the time nor the connection or the money to spend on phone calls with Symantec/Norton Helpdesk to fix my issue. The product was purchased from a European reseller, in Europe, via a European Credit Card. It is registered in an European Accout, with European IP´s on all PC´s until travelling... I do not want to call it fraud but Symantec has put my computer at risk though they pocketed the money for the protection just because I was travelling for a short time a country the US does not like. I am speechless at Symantec’s arrogance and utter disregard they clearly have for their customers. Symantec has just lost another customer.
I share your concern and see where this action is uncalled for, and needs to be addressed by Norton. If I was having this issue, I would probably go with a VPN that uses a European IP. That would save the day with no issues.
Just to put things straight. I am working in IT support for over 20 years. I am neither a newbie nor a crackbrain when it comes to IT, network, security, OS and VPN
To your questions:
Norton Security was installed and activated. I had 9 month validity left (reading my post would have been beneficial) hence it was installed for 3 about month
Live update was running fine and definitions were loaded regularly without any issues
While travelling I was connected about once or twice a week but not continuously. No issues with LiveUpdate and/or protection.
After travelling many countries (with no problems) I finally came to a US-embargoed country
At some point during the first connect in that embargoed country (mail and internet was working fine without any restrictions) the NIS icon in the task bar went red telling me that "definitions are outdated and I need to run LiveUpdate". Instead of updating NIS requested a reboot.
I thought LiveUpdate has to install major changes so I did reboot the PC.
After reboot I started NIS again to scan and check status but it now told me "the TEST license (???) expired".
I then tried to access my account via Internet browser to re-activate the license as I knew it was neither expired nor a test version. (Just before leaving I purchased a 12 month renewal for 5 PC´s)
I was able to see the logon page to my NortonAccount, able to enter username and PW. After a short blip the browser page displayed ... “you are not allowed to access from this location”
For me it is hard and fast clear that it was Symantec, not the actual country blocking my access....It was clear that it was Symantec who removed my installation from Windows with the forced reboot.
In order to ensure protection I have downloaded a one month antivirus test version form a well known, non-US, global provider that does not harass its paying users. Yes, I was able to access the provider via Internet, register an account, download and install an antivirus SW in an embargoed country. Just by ignoring US providers.
After I left that country to a new location I realized I can again access my Norton Account. Meanwhile the other antivirus test version expired. I was totally peeved but still had a few month paid license validity. To have at least some advantage from a paid software temporarily revoked by Symantec I re-installed NIS (after Symantec removed it)
I therefore assume Symantec knows very well what IP or domain users are accessing the Symantec domain from. Why did they not check the country of origin of the license? The location of the PC´s used for the last years. Though questionable I may have accepted Symantec to stop LiveUpdate but leave the protection activated. Unfortunately Symantec unprofessionally and offensively choose to remove the software and leave the PC totally unprotected.
I can only suggest to anyone travelling to get an antivirus software from a NON-US provider to avoid being put at risk without being informed....and still pay for it
@Mobile user - I'm sorry for the frustrating situation; I want to better understand what happened.
...Everything was fine until I started on a world tip. While travelling I only connected to the internet a handful of times as I was restricted by internet cost and availability. In one country I realized that the database stopped being updated. Trying to access my Norton Account resulted in Norton telling me that "I am not allowed to access my account from this Location". Trying to reload my license manually resulted in Norton telling me that "this is an invalid license". Finally the software informed me that “the Test Version expired” and disabled the product by removing the application from Windows.
When you started your world trip, you had German Norton Security installed and activated, yes? Or had you not activated it yet? When you say "the database stopped being updated" do you mean that the definitions were not being received? That makes sense, since the definitions are downloaded from the internet, and if you're not connected, you don't get them. Which country were you in at the time? You also write that you were "Trying to access my Norton Account" and it resulted in you not being allowed. How were you trying to access it? Via your Norton product, or the website? Could it be that the country blocks the site?
I apologize for the many questions, I'm trying to better understand the situation. Thanks for your patience and understanding.
Your frustration is noted and will be read by a Symantec representative at some point and addressed. In the interim please read the following articles regarding the restrictions on technology going abroad by the U.S. government. In my view Symantec/Norton is only being compliant with those laws and regulations.
