Renewal hasn't worked on all computers

I bought Norton 360 with a new computer in September 2009, with a license for three computers.

I only used this for one computer until May 2011, when I used one of the extra spaces to load it onto a new netbook (using netbook edition).

Then in September this year, I had to renew for a second time. This worked fine on my main PC (which is the one I used to pay from.)

 

I use the netbook infrequently, so only just turned it on in the last few days - about a month after renewing. However, this version hasn't updated, and is telling me the subscription has run out, requesting new payment.

 

If I try to put in the code from my renewal confirmation email, this is not recognized.

 

So basically, how do I get the renewal recognized on my netbook?

 

Thanks

[Edit: delphinium makes a good point. You should check your Norton Account and try the upgrade first, if applicable, before going the Live Chat route.]

 

Since you've already tried the renewal code--which should work as long as the two installs are registered through the same account--your best bet is to contact the good folks at Norton's Live Chat customer support. They can fix license issues like this in a flash, once they have your renewal code.

 

I'll be back in a minute with the direct hyperlink.

The netbook version and the regular version use different keys and they are not interchangeable.  I have no idea how it may have worked the first time.

 

I think you may want to uninstall the netbook version and install the same version you have on the desktop.

Purchasing another netbook key may be a waste because if the new 360 version combines the desktop and netbook versions like NIS 2012 did, then you don't want to have seperate licenses.

 

Dave

 

 

I bought Norton 360 with a new computer in September 2009, with a license for three computers.

I only used this for one computer until May 2011, when I used one of the extra spaces to load it onto a new netbook (using netbook edition).

Then in September this year, I had to renew for a second time. This worked fine on my main PC (which is the one I used to pay from.)

 

I use the netbook infrequently, so only just turned it on in the last few days - about a month after renewing. However, this version hasn't updated, and is telling me the subscription has run out, requesting new payment.

 

If I try to put in the code from my renewal confirmation email, this is not recognized.

 

So basically, how do I get the renewal recognized on my netbook?

 

Thanks

Thanks for the tips

 

I've tried the uninstall netbook edition and reinstall idea. The uninstall seemed to work fine. I went into my Norton Account to download the new edition. However updates aren't. It records last updates as 163 days ago (but still has the green tick everywhere?)

I'm getting error 8920,223 when I try to update - the problems is with both virus definitions and the activity map database.

 

Thinking back to when I first installed antivirus upon purchase, I first tried to install the full edition, but the computer ran fairly slowly, so i uninstalled that and installed the netbook edition (which it seemed to allow me to do - I assumed it was part of my license). So I don't know if it's trying to return to a situation linked with this - sorry i didn't mention this earlier but I didn't think it would be associated.

 

 

Two other things to check amongst this.

a) I'm hoping all this messing about with the netbook is not going to affect the working edition on my PC?

b) While it worked over the last few months, the netbook edition detected a high level threat (downloader, I think, which it quarantined). Would the uninstall have changed this?

 

Thanks again

With reference to above questions, both my computers had/have version 5.

I think part of live update may be down right now, I see others reporting the same issue.

http://community.norton.com/t5/Norton-Internet-Security-Norton/Problems-with-live-update/m-p/569130#M179975

 

I would wait a while, I'm sure they are doing something about it.

Dave

I spotted those other messages a few minutes after I posted.

 

All working fine now - thanks to everyone that helped me.

 

Only one more question - what would have happened to the quarantined downloader from before theuninstall?

There's a setting as part of the uninstall process. Depending on how it was set, it was either deleted or left in quarrantine after the uninstall. It was not released to do its dirty work by the uninstallation of Norton!

Thanks. Just wanted to make sure.

No problem--I understand the concern!

 

Glad you got a solution and are back in business!