Unable to Activate my Norton-Product

Norton Security | Norton Internet Security
1

Well I have this problem for some time now and it is pissing me of quite a bit.

I have installed Norton Internet Security & Norton System Works and since the first minuteafter installation I haven't been able to activate Norton Internet Security.

It says it is unable to connect to the Symantec-server.

 

I can assure you the product has been bought in a perfect legal way and all, and I can also assure you the internet connection is running perfectly as it should be, after all I am here ain't I.

 

Today I have had a chat session with Norton support and he took over my computer.

I was watching his actions and I could clearly see he had no idea what it could be.

Eventually (the end of his shift, 17.00, was looming) he adviced me to completely reinstall my Norton Product after using a program to completely remove it first.

 

This is what I did, without any succes.

 

I have tried  activating it literally countless times.

With Windows firewall up and down.

 

This product has also been installed on another computer, however it was only installed on that one AFTER it was installed on this computer.

The first dozen attempts to activate the product have also been made BEFORE it was installed AND activated on the other computer.

So now it the product is installed on 2 computers whereas it could be installed on 3.

 

Another problem is that the support can only be reached on monday till friday 9.00-17.00. On these times I normally am unable to do anything about it however. I am able to do anything about it from Friday post-17.00 till sunday evening. And nobody else is able to do it for me during work hours.

 

This brings me to my questions:

- Who can enlighten me on how to solve my initial problem (activating Norton)?

- Why are support offices only reachable during work hours?

 

The guy that helped me now could help me in my native language, but I have no need for that!

I would rather be able to get help from a support center anywhere in the world outside normal local work hours then to get help in my native language?

So finally:

- How can I reach support centers outside normal local work hours?

 

After all in these days of fast and instant communication through the internet this should clearly be achievable plus viable.

 

Waiting for your responce,

 

Thanks in advance,

 

Volks     

 

2

Pls check whether ur computer connects with net via a proxy gateway, if yes, u have to manually add proxy address and port in network connections in ur norton product.

3

Well, the guy at the support centre also asked my if I had installed all updates etc, he specifically asked me about service pack 2 as well. I told him I always install the automatic (sometimes manually check) windows and Norton updates.

So everything should be installed.

When he took over the computer he checked it as well and didn't do anything about it so I guess all necessary updates should be installed.

 

Btw I forgot to mention some more things I tried in my first post, namely:

I manually added Norton to the Windows Firewall exceptions.

I tried to update everything.

I also tried some other programs I found that were advised in things like "most asked questions" like SymKBFix (I haven't got a clue anymore what it does though ;) )

 

My Norton Product:

Norton Internet Security 2009 Premier Edition

Nonus:

Norton System Works Basic Edition

 

 

The thing about the Proxy connection sounds interesting how can I do that?

4

Well I have this problem for some time now and it is pissing me of quite a bit.

I have installed Norton Internet Security & Norton System Works and since the first minuteafter installation I haven't been able to activate Norton Internet Security.

It says it is unable to connect to the Symantec-server.

 

I can assure you the product has been bought in a perfect legal way and all, and I can also assure you the internet connection is running perfectly as it should be, after all I am here ain't I.

 

Today I have had a chat session with Norton support and he took over my computer.

I was watching his actions and I could clearly see he had no idea what it could be.

Eventually (the end of his shift, 17.00, was looming) he adviced me to completely reinstall my Norton Product after using a program to completely remove it first.

 

This is what I did, without any succes.

 

I have tried  activating it literally countless times.

With Windows firewall up and down.

 

This product has also been installed on another computer, however it was only installed on that one AFTER it was installed on this computer.

The first dozen attempts to activate the product have also been made BEFORE it was installed AND activated on the other computer.

So now it the product is installed on 2 computers whereas it could be installed on 3.

 

Another problem is that the support can only be reached on monday till friday 9.00-17.00. On these times I normally am unable to do anything about it however. I am able to do anything about it from Friday post-17.00 till sunday evening. And nobody else is able to do it for me during work hours.

 

This brings me to my questions:

- Who can enlighten me on how to solve my initial problem (activating Norton)?

- Why are support offices only reachable during work hours?

 

The guy that helped me now could help me in my native language, but I have no need for that!

I would rather be able to get help from a support center anywhere in the world outside normal local work hours then to get help in my native language?

So finally:

- How can I reach support centers outside normal local work hours?

 

After all in these days of fast and instant communication through the internet this should clearly be achievable plus viable.

 

Waiting for your responce,

 

Thanks in advance,

 

Volks     

 

5

And how do I find the proxy Adress?

6

what type of connection do u have?

personal broadband or some service provided by company or vpn. 

 

eg. i have my pc at my college and they provide me net thru  a proxy gateway

 

1 way to find the proxy address is that check in connection settings or connection prefrences of ur current net browser.

let me know wat u get 

7

I have a personal provider.

 

The settings say I havent got a proxy so....

8

can u tell me if u could update virus definitions by live uupdate??

9

Yes sir I can.

 

Thanks for your help so far.

 

Sincerely,

 

Volks

10

try once more for activating and if doesnt help

 

then a last qs have u tried to remove norton product entirly using norton removal tool and reinstlling coz if u still cant connect to server, then it is a high probablility of faulty installation. 

11

Been there done that.

Thats what the support guy advised as well.

Use "Norton_Removal_Tool" and reinstall.

Do you advice me to do it again?

And if so should I watch consider doing something special?

 

Regards

Volks

12

if u have already done dat then i have only 1 advice left take ur pc to other connection where it got activated nd try activating thru dat connection.

13

That would have to make me disconect my pc, put it in a car, drive 2 hours, connect it again, try to activate, disconnect again, drive 2 hours back and connect everything again. :stuck_out_tongue:

14

I guess a better solution then to driv e4 hours is to just get my money back.

15

Please follow these Instructions exactly.

 

01. Download, Install, Update Malwarebytes' Anti-Malware: http://www.download.com/Malwarebytes-Anti-Malware/3000-8022_4-10804572.html?tag=contentBody;mostPopTwoColWrap&cdlPid=10997763.

 

02. Please re-start in Safe Mode and do a Full Scan, of all Drives, in Safe Mode.  Make sure you are Dis-connected from the Internet before doing any Anti-Virus Scan.

 

03. Let us know the Results.

 

Also, you do not need to have Windows Firewall On when you get N.I.S. Installed.

 

16

its not a malware its connection malfunction, there is another thing u can do

 

download freegate 6.80 avail on net

now run it and in proxy settings in norton connections fill

proxy : localhost

port : 8580

 

run activation program, tell me if dat helps 

17
Rohit1gupta wrote:

its not a malware its connection malfunction...

I have seen Users with this Issue and it has been Malware Blocking Access to the symantec Server.  Malware can Block Access to Security Companies' Web Sites, you know.

 

18

I have seen Users with this Issue and it has been Malware Blocking Access to the symantec Server.  Malware can Block Access to Security Companies' Web Sites, you know.

 

 
If malware had done it, he wud not b able to get vir def update from live update which he did, so its not a malware prob coz he can connect to server for definitions but cant connect to activate the product. 

 

19
Rohit1gupta wrote:

I have seen Users with this Issue and it has been Malware Blocking Access to the symantec Server.  Malware can Block Access to Security Companies' Web Sites, you know.

 

If malware had done it, he wud not b able to get vir def update from live update which he did, so its not a malware prob coz he can connect to server for definitions but cant connect to activate the product. 

 

 

It is the User's choice whether to follow the instructions I provided as that is another possiblility that it could be Malware.

 

 

Message Edited by Floating_Red on 01-31-2009 11:41 AM
20

Hi Volksgrenadier:

 

Please bear with the troubleshooting procedures for a while.  This board is not connected to Norton support, so when we ask whether you have XP or Vista, 32 bit or 64 bit, and what the service packs are, it helps us to figure out what the issue might be.  Floating Red is correct in his directions, as the last thing some malware wants is for you to connect to a security site.

 

Also, the actual version of Norton System Works is helpful because there are already some advisories from other users about what worked for them.  Depending on the version and the operating system, some users have found that they have to remove both from their computers and then reinstall one first and then then the other.  If the installation is reversed, they don't work.

 

Tell us everything you can, it just makes things work better and go faster for you and us.  You can also do a search under NSW at the top to look at other issues people have had with this particular combination.

 

We will try to help, some of us may offer several suggestions, others will offer different ones.  Up to you.