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Issue abstract:
Detailed description:
Product & version number: 25.3.9983 (build 25.3.9983.922)
OS details: Windows 11
What is the error message you are seeing?
NO error message, just nothing happens when you press Sign In or Enter a Key on the Norton 360 app. Unable to activate. This is a new subscription , and I can login using Browser and see my subscription and all looks good. Just that once you isntall the app on the desktop , there is now way to activate. I have tried to reinstall, restart, etc.
See below attached screen shot, Pressing any of these has no effect (no error ) and does nothing. I am unable to activate my subscription.
If you have any supporting screenshots, please add them:
Windows Admin user account?
new W11 machine? W11 machine in S mode?
and your Norton account reports: Norton 360 → Annual Subscription: Active?
was Norton installed on this machine before “new subscription”?
and you downloaded Norton installer from your Norton account?
pending Windows updates?
Hi , Thanks for the reply.
New laptop LG Gram Windows 11. Not sure what S mode is .
Yes subscription is active ( please see new screenshot) with 5 licences.
No fresh install of Norton 360 on this laptop, and I went into my account → my subscriptions–> install on this device → download and installed.
Yes there was McAfee installed on it. Uninstalled it and restarted it before attempting to install Norton. I have used norton for years now , never see this issue where we are not able to activate the product on the app. I have seen the same issue on my other desktop many months back on windows 10.
Have you seen or an body else reported this issue before in your experience?
Thanks.
Its Intel(R) Core™ Ultra 5 125H 3.60 GHz.
Windows 11 Home .
I checked Microsoft store. There is only a Norton VPN app . No Norton 360 app unfortunately .
Thanks for the detailed instructions. I actually tried this and the Agent wanted to try to resolve remotely by asking me to install an additional app , so he could connect to my machine , which I was not comfortable with for security reasons.
The Key works as, It was successfully added to my account . I got the product key ( amazon) and setup a new Norton account and added the product key . It then shows up as 5 License and expiry date in 3 years (please see previous screen grab attached).
It a basic feature , to be able to register your app. I also tried the same on an Iphone and was able to login and activate the Norton 360 app on Iphone. So issue is isolated to windows 11 app
Oh okay…legit Amazon key…issue is with Norton 360 + W11…24H2?
Maybe, now…knowing that key works…you can convince Norton support that W11 issue is Norton side?
I now vaguely recall user having issue adding Amazon key to existing account. But, you’ve added key okay. Maybe, that user issue was combining Norton direct key with Amazon key.
Please confirm you’re enrolled with automatic renewal. Maybe, Amazon key is geo-locked. But, account & key works with phone. head scratch
Brought the Key in Amazon India, Account is Indian, new NOrton account, etc. So dont think its Geo lock related. I think the Windows app is not able to launch the built in browser , or its blocking itself from making the out bound call using the said protocol. As on the same machine I am able to login to Norton using a regular browser.
Also on the phone , it launched a mini mobile browser ( outside of the app), which dint happen with the App on the Desktop. Just speculating.
Thanks for persisting with trying to find a solution. Appreciate it.
