Renewed NIS subscription & added Norton Utilities to order but cannot activate NU with PK

Norton Security | Norton Internet Security
1

Hi, I had just renewed my subscription to NIS and added special offer of Norton Utilities to my online order. The order listed in MyAccount has the Download button greyed out so had to use support option to access product download page. Downloaded and installed NU Trial but when I enter the product key supplied in my order details, the activation fails. How can I activate the NU 14 Trial product with my purchased product key? TIA

2

Hi, I had just renewed my subscription to NIS and added special offer of Norton Utilities to my online order. The order listed in MyAccount has the Download button greyed out so had to use support option to access product download page. Downloaded and installed NU Trial but when I enter the product key supplied in my order details, the activation fails. How can I activate the NU 14 Trial product with my purchased product key? TIA

3

Thanks for the quick reply Allen. Just to clarify, I do not have a problem with NIS. I already have 3 installations on separate PCs of the current version NIS 2011 (downloaded & used the AutoDetectPkg program to check). My subscription was about to expire so I renewed online through My Norton Account. At same time I was offered NU (download version) at additional price which I took up. The order was completed but when I open the order in MyAccount the Download button was greyed out so I was forced to use the online support mechanism to direct me to a page where I could download the product. I did so, installed it and went to activate it with the separate product key listed in my order but it fails to activate. Why won’t the Norton Utilities v14 trial product accept my PK? Note: I do understand the the list of products in My Norton Account only show registered products so NU won’t appear until I can activate it. Thanks, bbb

4

Hi bestboybobby,

 

Thanks very much for the additional information.

 

From Norton Utilities, please go to Help > About and let me know what version you have.

 

I understand you are not having problems with NIS but as a course of habit we always like to make sure that users have the latest version which is version 18.5.0.125.

 

If you are not able to activate Norton Utilities I would suggest contacting Customer Service. Note that chat is the best option. They are the ones to be able to help with this kind of issue.

 

Please do let us know how it goes.


Best wishes.

Allen

5

Norton Utilities Info
Version: 14.5.0.120
Engine: 3.0.0.854
Framework: 3.0.0.700

 

The NIS version is the same as in your post.

 

I will contact Customer Service if you have nothing else to suggest.

 

Thanks

6

Hi bestboybobby,

 

Thanks again for the update.

 

If as I mentioned in my first post you are sure you are entering the NU product key and not the NIS product key, then Customer Service are the only ones with the access to the product keys and can determine why you are having trouble activating the software.

 

Most of us here in the Norton Community are end users like yourself who share our experience to help people out when we can. But when it comes to things like this we just don't have the access to determine why your product key is not working. :smileywink:

 

Please do let us know how it goes and I am sure they can quickly take care of this for you.

 

Best wishes.

Allen

7

Just a final update to report all is now resolved. I had online support remote in to my computer. They uninstalled NU14, installed NU15 and activated in exactly the same manner I had been attempting to do.

 

Obviously now, the download offered to me by the virtual support mechanism was of NU14Trial and this was not the version that my product key was for. Therein lay the disconnect. Unfortunately my order did not indicate what version I had purchased and I hadn't twigged that it was not the current release.

 

All is now good. Case closed.