I am so mad I could spit. My husband just bought the 2011 Norton AntiVirus from the store , which is almost an hour away. The sales clerk acted like he was having trouble validating the product number, but later was able to solve the trouble. He then told my husband that it would be okay. My husband asked him if he was sure and the clerk said yes.
He got all the way home, I installed the software and am now getting the error message that the store did not validate the product key and that we cant activate the software. It is asking that we bring the software back to the store. I tripled checked the number and it is the right number.
Is bringing it all the way back the only option available to us ? What if they mess up again? Can't we give some proof online that we bought the thing. Why do you make it so hard to activate the software. Wasn't it enough that we bought it and not stole it or downloaded an illegal program online? Thank you -- Beth
Sorry you ran into this -- we've heard about these packages with in store activation but not encountered them yet.
Before you installed the new NAV did you have any other security software installed? If so can you tell us what it was and how you removed it because it might be that which is stopping the activation .... We can get you the special software tools that are needed to remove one brand of software before installing another so this is important.
Please let us know about this before you move on to Step 2 .....
I hope you get this sorted out -- if you contact the OnLine Support (via the CHAT route that uses the computer keyboard is recommended by users) I'd suggest making it that this is a new system in use in certain (US?) stores only where the activation KEY is not inside the box so if it is stolen it can't be used. The store checkout does something that gives the activation code to the customer or puts it somwhere, somehow ....
But it is NOT the same as the classic sticker with the KEY on inside the box, unless that is what they put in and then seal it?
So youmay have to explain that to the Support People who really are very good at dealing with problems of activation.
I am so mad I could spit. My husband just bought the 2011 Norton AntiVirus from the store , which is almost an hour away. The sales clerk acted like he was having trouble validating the product number, but later was able to solve the trouble. He then told my husband that it would be okay. My husband asked him if he was sure and the clerk said yes.
He got all the way home, I installed the software and am now getting the error message that the store did not validate the product key and that we cant activate the software. It is asking that we bring the software back to the store. I tripled checked the number and it is the right number.
Is bringing it all the way back the only option available to us ? What if they mess up again? Can't we give some proof online that we bought the thing. Why do you make it so hard to activate the software. Wasn't it enough that we bought it and not stole it or downloaded an illegal program online? Thank you -- Beth
Just curious, but what store was this purchased from? I have never run into the situation yet where the sales clerk would need to validate anything. Normally you should be able to just buy it, bring it home, install it, and activate it without any intervention by the store's staff.
(Disregard that. Another agent has informed me that this can be the case with some stores such as Best Buy and Wal-Mart.)
You might be able to get this resolved by calling the store and explaining what happened to them. Hopefully they will remember you and perhaps be more willing to get things resolved over the phone without you needing to go out of your way. Depending on how often the store's validation servers communicate with our servers, you might be able to try activating the product while they're still on the phone so you can confirm if they validated it correctly.
Thanks,
Alex
HI Alex,
I'm guessing this would have to do with someone returning a boxed product they bought and the store validates the product key to ensure it is still valid (e.g., has not been already used by the person who returned it) before selling it to someone else. Would this be correct?
Just wanted to make sure as this is the only reason I can think of why they would need to do this.
Thank you for the replies. The product was bought from Walmart. There is a shrinkwrap on the package. On the shrinkwrap there are instructions- a warning that the software will not work until the store validates the product number. I installed the software. It connected to the Norton activation online site after I installed it. That is when I recieved the error message that the store did not validate the software. When my husband bought the software he said the validation procedure involved the store clerk scanning in the code. That code, I asume, uploads the code to the Norton website. The store validation code is obviously written into the software. After I read your replies I am making the assumption that not all stores have to validate the software, or that they choose to do this option to prevent theft. This procedure is time consuming and might prevent people from buying the product. My husband and I are not young. In fact it took us several times to register, to post here on Norton. We couldn’t read the security words ( to prevent bots) to get on here. But don’t get me started on that. We have become a country of prevention- a country of ANTI’s - anti theft- anti-terroism- anti-virus- anti-drugs etc. Does any of it work, except to tick people off. Thank you to the Norton people that answered this right away. It will take me awhile to answer this because I see that I have to type in more of those stupid anti-bot security words again.
Forgot to mention- the store has to validate a product code number that was on the outside of the package. On top of that I had to type in the Product Key number on the INSIDE of the box. So there were two separate codes that have to be activated- one by the store and one by the buyer after it is installed. I checked the number several times to make sure that I entered the right number. I will call Norton later today to try to resolve this. I might call the store, but I believe they have to have the box to scan it in. Thank you again.
I'm guessing this would have to do with someone returning a boxed product they bought and the store validates the product key to ensure it is still valid (e.g., has not been already used by the person who returned it) before selling it to someone else. Would this be correct?
Just wanted to make sure as this is the only reason I can think of why they would need to do this.
Best wishes.
Allen
Allen -- Not exactly. This relates to a question someone asked about red and blue stickers on boxes in Walmart. We finally found out that this was a procedure limited to certain stores and not general. I would imagine it's something intended to reduce shoplifting (which is a store problem) and the sale on the internet of fraudulent KEYs (which is a Norton problem ....)
Beth I think it would be a good idea to contact Noorton but I'd suggest trying the OnLine CHAT route first which is the one via your computer and the keyboard, not a vocal connection.
Please tell them that you have discussed this with Norton on the Forums and that Norton Staff have suggested you contact them. If the hitch is at the Norton Server/Database there is nothing the store can do whereas if it's at the Norton end the OnLine Staff can control the database.
And if you establish a good friendly relationship with them and tell them about the incovenience involved in going back to the store, it's not even beyond the bounds of possibility that they can give you an alternative KEY and cancel the one you bought ....
They have a reputation of recognizing the value of goodwill!
Please give it a go and if you do have a communication problem with the chat route then try the phone link although sometimes that involves a longer wait ....
I'm guessing this would have to do with someone returning a boxed product they bought and the store validates the product key to ensure it is still valid (e.g., has not been already used by the person who returned it) before selling it to someone else. Would this be correct?
Just wanted to make sure as this is the only reason I can think of why they would need to do this.
Best wishes.
Allen
Allen -- Not exactly. This relates to a question someone asked about red and blue stickers on boxes in Walmart. We finally found out that this was a procedure limited to certain stores and not general. I would imagine it's something intended to reduce shoplifting (which is a store problem) and the sale on the internet of fraudulent KEYs (which is a Norton problem ....)
