Subscription Problem: Asking for a VERY early renewal

Norton Security | Norton Internet Security
1

Hi there, i installed Norton Internet Security (16.7.2.11) around 2 months ago ( A yearly subscription) and it is already asking me to renew my subscription. Everytime i try to run a LiveUpdate or even connect to the support site through the Norton main window it will not connect.

 

I must add, that this copy of Norton is from a friend who let me install 1 of 3 available copies from his package onto my laptop, but i struggle to see why this would effect my subscription.

 

Any help would be greatly appreciated.

 

Thanks.

2

How much time does it tell you you have left? If your friend activated it earlier your subscription will end when his ends as well

3

It say’s that my subscription has expired but when i last opened Norton (which was before Christmas) i had around 320 days left, which is really annoying me.

4

How did you install it, and did it activate

5

Hi Tripz_UK,

 

Please contact Symantec Customer Service at the link below; you can chat with them for free. Customer Service is in charge of subscription issues, activations, licences etc. Please tell us how it goes:

http://www.symantec.com/norton/support/contact/contact.jsp?pvid=cs

6

I'm not convinced that customer service will be able to help him on this one.  The user probably does not have access to his friends Norton account where the software is licenced, his name will not show on the subscription, as it is not his subscription.  It is his friend's subscription.  Whoever gave it to him will have to contact Customer Service to see what is happening.

 

 

7

Hi, Tripz_UK. If your friend purchased a 1 user, 3 pc license that could be why you are having problems. according to the EULA all 3 pc’s have to belong to the license owner. If, however, your friend purchased a 3 user license you indeed have a legitimate complaint and your friend should contact customer service.

8

Please check your system time and date to make sure they are correct and then run the subscription check from the Help&Support > Subscription Status menu.  This will force a sync with the Norton servers.

9

Hi Trip

 

If you do end up trying to contact customer support, I believe the link posted above is for the free chat in US/Can. Judging from your user name in here, I think you are from the UK. If you are, please check your local Symantec site for the free customer support chat in the UK.

10

The link to UK chat support is over here:

http://www.symantec.com/en/uk/norton/support/contact/contact.jsp?pvid=cs

11

Thank you Yaso:womanhappy:

12

Turbo wrote:
Hi, Tripz_UK. If your friend purchased a 1 user, 3 pc license that could be why you are having problems. according to the EULA all 3 pc's have to belong to the license owner.

 

Absolutely correct -- although I think the extended wording is "in the same household" so it would cover children etc. However I don't think the software could detect this; as indicated by someone else, the activation server needs to receive the activation from a source compatible with the information it holds which certainly includes an email address and password from the first to activate.

 

 If, however, your friend purchased a 3 user license you indeed have a legitimate complaint and your friend should contact customer service.

I don't think there is a 3 user licence, at least in the USA, although there is a lot of loose wording around

 

For example the page on the Norton website says:

 

<< 1 Year Protection for up to 3 Home PCs‡ >>

 

which could cover a host of variables ....

 

Hopefully it is a situation that Norton are happy to leave vague ......

13

Hi Guys, thanks for all advice you guys have thrown my way, you all seem extremely helpful. However i am about to leave for holidays so i wont be able to try and solve this problem just yet. 

 

However i have tried checking with the Subscription Status option because i did realise my Time & Date had change (and kept changing after every restart, OK no though.) and it keeps telling me to verify i am connected to the internet, which of course i am.

 

I don't what to think of it, just gonna go enjoy my hols for now, Again many thanks to all of you!!!

14

Looks like the 'Real Time Clock', (RTC),  battery could be run down, the little button cell one connected to the motherboard 

And the CMOS data keeps going back to earlier date.

Maybe changing this will help.

15

huwyngr wrote:

 

I don't think there is a 3 user licence, at least in the USA, although there is a lot of loose wording around

 

 


NIS 2010, 3 user pack is available right here in the USA, with no loose wording.  Best Buy outlet center is one of the places I found it, I tried to post a link but it was no go, must be against the rules.

 

 

 


 

 

 

16

That's what I meant about loose wording! I don't think they mean that Tom Dick and Harry can activate it independently.

 

But I'll ask Norton about this.

 

BTW since this was a clearance sale, was it the 2009 version or 2010?

Message Edited by huwyngr on 01-08-2010 10:58 AM
17

Hi

 

It's also called a cmos battery. That also can affect the running of your weekly virus scans if the time isn't correct. It's a cheap fix to change the battery and I would do it before you go on holidays unless you keep your computer off and change that battery before you turn on your computer when you get back from your holidays.

18

huwyngr:
> I don't think there is a 3 user licence, at least in the USA

 

I bought my 3 user license from Amazon.

 

Just now I put "nis 2010" into the Amazon search window and it showed a 3, 5, and 10 user license, all sold by Amazon (not one of the shady third part sellers).

 

No shipping cost (if you use their Super Saver).

No tax (if you're not in WA.

Good deal.

19

Oh I agree there are all sorts of wording around including on the Norton website describing the products but here for example you will find:

 

 

Norton 360™ Version 3.0 Norton™                      Internet Security 2010

1 Year Protection for up to 3 household PCs‡  Year Protection for up to 3 Home PCs‡

 while the EULA says:

 

During the Service Period, You may:

A. use one copy of the Software on a single computer. If a greater number of copies and/or number of computers is specified within the Documentation or the applicable transaction documentation from the authorized distributor or reseller from which You obtained the Software, You may use the Software in accordance with such specifications;

B. make one copy of the Software for back-up or archival purposes, or copy the Software onto the hard disk of Your computer and retain the original for back-up or archival purposes;

C. use the Software on a network, provided that You have a licensed copy of the Software for each computer that can access the Software over that network;

D. permanently transfer all of Your rights in the Software granted under this License Agreement to another person or entity, provided that You retain no copies of the Software and the transferee agrees to the terms of this License Agreement. Partial transfer of Your rights under this License Agreement shall not be permitted. For example, if the applicable documentation grants You the right to use multiple 2

copies of the Software, only a transfer of the rights to use all such copies of the Software would be valid; and

E. use the Software in accordance with any additional permitted uses which may be set forth below.

 

 

Note D: in the context of the original question which stated that the installation was made by another person under his licence so all rights were not transferred and so no rights were transferred.

 

Whether Norton is going to get upset about this sort of situation is another matter but for the installation to be activated, which was the original problem, the activation has to be done in the specific way setup when the first installation was activated.

 

In addition it has been stated by a Norton Staffer when such questions cropped up before that the multiple PCs are in one household which is compatible with one of the statements on the Norton website <g>

 

PS Sorry if the formating is a bit odd but the system does not like "foreign" html coding

Message Edited by huwyngr on 01-08-2010 05:53 PM
20

Hi

 

I think we are running into the same problem here as with updating and upgrading a Norton program. The English language is such a complicated language in so many respects. It runs into problems when translations have to be made from one language into another.