Hi, I'm having a strange problem. After my first mnth of Norton ended, it said that my trial run expired, and I needed to activate my subscription. I'm not on a trial offer, but even after it acknowledged my activation, I would run into the same message when I restart my computer. How can i fix this?
Thanks.
Hi nrtnfrm18
You can check to see if your system clock and time and date are working correctly first. What Norton product are you referring to and what year and version ?
HI nrtnfrm18,
Also, please log on to your Norton Account and see what your subscription status shows there. There it should show your registration and expiration date.
Thanks
Allen
And if everything with your licence is OK , download the very latest product version from www.norton.com/nav10 (Norton Antivirus 2010) or www.norton.com/nis10 (Norton Internet Security 2010) . Then uninstall your current one , reboot , download and run the Symantec Norton removal tool (www.symantec.com/nrt) and install Norton 2010 downaloded from the links I gave you above .
Activate your subscriptions and hopefully there will be no problems
Hi 3play,
I think we need to understand the specifics first, before use of the removal tool. The removal tool will also remove all Symantec products and will also remove Identity Safe, if used.
Allen
What security program were you running before you loaded this latest Norton Program ?
An how did you uninstall it ?
Hi nrtnfrm18
If you are still having a problem after checking your Norton account, I would suggest a free chat with customer support. We have heard that they are very good with subscription problems. Please have your Norton product name, version number, when you registered the product and the lenghth of the subscription and your key handy.
Another possibility is that you have reinstalled the product more times than they allow you to or you installed it on more than the subscriptioin allows. These are all problems which customer support can straighten out for you.
http://www.symantec.com/norton/support/contact/contact.jsp?pvid=cs
This is the link for US/Can. If you need a different location, please consult your local Symantec site for the local free chat customer support link.
Please come back and let us know how you progressed. Thanks.
Hi, thanks for the replies. As to your questions, my system clock and settings show the correct time and date. From the Norton account page, it tells me that my subscription ends in 2011. I'm using Norton Internet Security 2010 v.17 and before this I was using Norton 360. If there aren't any more suggestions, I will try what you say floplot.
Thanks again.
Hi nrtnfrm18
Before you installed NIS 2010, how did you remove N360? You may not have a clean install of NIS 2010 now. Did you use the Norton Removal Tool to clean out N360 thoroughly before you installed NIS? If you didn't before, then I would suggest that you use it now and remove NIS 2010 to get a clean uninstall of your Norton product.
Before using it, please save your identity safe if you have any passwords saved. Also please be aware that the NRT will remove all of your Norton products if you have any others.
You will have to reinstall NIS then and have your key handy in case you need it to activate your NIS. If after doing this, you still have a problem with the activation, then go ahead and use the free chat.
You can download 2010 NIS from here
http://www.norton.com/nis10
Please remember to run live update after install to make sure all updates are received and then please reboot.
Please come back and let us know how you made out. Thanks
Hi flobot, I uninstalled Norton 360 using Norton's Removal Tool.
Just to clarify on my problem, when I start my computer, I get the message telling me to activate my subscription. When I click activate, it tells me that I have successfully activated my subscription and shows me my product key. I don't have to enter any thing myself. It also shows the correct number of days left on my subscription at the bottom of the Norton menu. But when I restart my computer, I get the same message again.
Also, I've only installed Norton on 2 of my computers (my subscription allows 3). Is there anything I can do to stop getting the message? If contacting customer support is the only solution, please let me know. Thanks again evryone.
Hi nrtnfrm18
Let's try 1 more thing before you try the free chat. Please run a full scan with the free version of Malwarebytes just to make sure there isn't any malware that might be causing this. If that scan comes up clean., then it might help to try customer chat. Please post the log back here. If you have malware on your computer, that may have prevented a clean install of NIS. I assume you don't have any other live time security program running.Thanks
Download the free version, install and update then run a FULL scan. After the scan completes you should post the logs back to this thread.
You can find Malwarebytes here
http://www.filehippo.com/download_malwarebytes_anti_malware/
It is a safer location to get the program from than malwarebytes themselves because some malware creators have large lists of sites that they block. Please be careful to down load the correct program ----the FREE version of MALWAREBYTES
(Thanks to Delph for providing the alternative site)
Hi floplot, sorry for taking so long to respond, the scan took a while to finish. Here are the results:
Memory Processes Infected: 0
Memory Modules Infected: 0
Registry Keys Infected: 0
Registry Values Infected: 0
Registry Data Items Infected: 0
Folders Infected: 0
Files Infected: 0
Does this mean my only option is to contact chat support to resolve this problem? Also, is this a problem where tech support would have to connect to my computer to solve the problem, because I'm wary of doing that. Thanks for al the help floplot.
Hi nrtnfrm18
I think at this point, it may be best to contact customer support via their free chat program. Have all the registration information handy including your key and expiration date and name of product and version number. You will be calling customer support. I don't think they would have to take control of your computer. Please check and see what they say. It may be as simple as missing a letter or number in your key even. Customer support usually can handle subscription problems rather effectively. The ones who usually want to take control of your computer is tech support. and you can always tell them you don't want them to take control of your computer.
http://www.symantec.com/norton/support/contact/contact.jsp?pvid=cs
This is the link for US/Can. If you need a different location, please consult your local Symantec site for the local free chat customer support link.
Please give that a try and let us know how you make out. Good luck and I hope you get it resolved quickly.
Hi nrtnfrm18,
If you have not already done so: Open NIS and click on "Help and Support." Click "Subscription Status." After the Status Check completes click "Finish." This will synchronize your program with Symantec's servers. This should set things right.
Thank you Send of Jive, that did the trick. Also thank you flobot for your suggestions.
Hi nrtnfrm18
I'm glad you got that straightened out thanks to SendofJive and thanks for coming back to report your success and for marking the thread as solved.
Hi nrtnfrm18,
You're welcome.
Yea, same thing happened to me. I tried to sent email to them on "Contact Us" but "Continue" button didn't work. How do we tell them of our problem ???
Hi smartypants,
If you renew your Norton product with a new product key, then you lose subscription days from the previous subscription. This is why we recommend users who are using a new product key for renewal to wait until a day or two before their current subscription expires, that way they do not lose any days.
However, in order to get back the lost days, please contact Symantec Customer Service at the link below (for US and Canada); you can use the chat feature for free:
http://www.norton.com/chat/
Please post back to say whether this solution helped - thanks :-)
Just tried the link above.... Sends you to email thing again.. Also "Continue" button doesn't work!!!