Yesterday I had a hard disk failure. I rebuilt the PC and tried to reinstall Norton AV. I attempted to log in via norton.com in order to download the software but all attempts to enter my password (recorded, so I know it was correct) failed. I reset my password but the new password failed too - a number of times. I was able to create a new account on the same email address but was unable to associate my existing product licence with my new 'lifelock' account as it was already associated with another account (my own previous account). Incidentally my November renewal notice included both a serial number and order number (but not the product key - I had recorded that elsewhere).
Due to the global issues no support is available or likely to be for an extended period. I'm frustrated that my PC will be unprotected by the service I have paid for in the foreseeable future.
Daniel I had the same problem. I don't know if this will help, but what I did was uninstall Norton using this tool: http://norton.com/nrnr
You need to make sure you have Norton installed and then use the tool to completely uninstall.
Then I reinstalled Norton again but this time checked the option to "Join Norton Community Watch". I don't know if it was a coincidence or not, but it only worked when I checked this option on the instalation wizard.
I have the same problem. I purchased a new PC and installed Norton 360. At the Norton screen it will not connect to the Norton server. I have tried the recovery tool, uninstall and reinstall no luck. I can sign in to my passwords with the password manager on Microsoft E.
Turning off LiveUpdate might not be the best thing to do as you will no longer receive the latest protection updates. So you could make your system vulnerable to zero day infections.
True. But considering the fact that Symantec/NLL has been exploiting the Live Update mechanism to force-inject and deploy major software upgrades without any user interference/consent/etc., what would wary customers think?
For one, the trust between Symantec/NLL and its customers has been breached, as the company is actually violating its own software update policy. And with the reputation of Live Update PERMANENTLY tarnished, the only alternative would be to manually run Intelligent Update at customers' discretion...
Of course Intelligent Updater is not perfect and most customers already know that. But until Symantec/NLL backs down from its forced software upgrade hijack via LU, it is expected many will be stuck with Intelligent Updater for a very long time.
And if other vendors eg. Kaspersky and MBAM do not have such policy of forcing all customers into any newest software, neither should Symantec/NLL -- just revert to the days prior to March 3 and everyone would be content.
Looks like all customers will need to readapt and turn off any "Automatic" service -- including Auto Renewal, Live Update, and such.
Turning off LiveUpdate might not be the best thing to do as you will no longer receive the latest protection updates. So you could make your system vulnerable to zero day infections.
Be sure you have turned off Automatic Renewal for your subscriptions so you do not end up getting charged for a renewal.
Definitely something fishy with the Auto Renewal given the current circumstance.
My previous understanding was that, with Auto Renewal, when an existing subscription plan expires it will be renewed and continue, without worrying about any subscription plan migration, upgrades etc.
But now it seems that the company has been actively migrating current customers (eg. NSP) to the N360 plan via methods otherwise regarded as trickery -- then overcharge these customers under the new plan.
Such act is absolutely inappropriate and unacceptable, and needs to be curbed.
Looks like all customers will need to readapt and turn off any "Automatic" service -- including Auto Renewal, Live Update, and such. Because anything automatic from Symantec/NLL these days, simply breaks the customers and their PC lifeline.
Did you set your new account up on a different email address? I used the same one and whilst I can still access teh new account (and see the associated subscription) I have no idea how to access my old account, seeing as both use the same email address.
Just bought a new key from computer Active for 360 premium but Norton website will not accept it, no help is available from Norton.
If Norton can’t keep their products/help lines working, What good are their products?
Thanks. I tried again and after a full week of not being able to access my account, I'm now able to log in and see my history and account. Today,I am logged in as my old self - Marty999, but to access the forums earlier in the week, I was forced to create a new account. So, my earlier posts in this thread were from MAS999.
Ironically, I can no longer access the account I created earlier in the week. Why? I have no idea. It just tells me my password or user name are wrong. I'm fine losing that work-around account, but it's still odd.
My current account still have 30 days left, so I'm not renewing yet. I've purchased a license through Best Buy. We'll see what happens when I try to enter it in a few weeks.
On March 26, I experienced a similar issue. I had 21 days left on my subscription and decided to log into my account to renew it. When I attempted to log in I received a message that my user name or password was wrong. It is the same password I have used for years so I know I was using the correction information (I know, I know, I was probably due for a password change for security reasons anyway ). After a couple of unsuccessful login attempts I was met with another message from Norton that stated they noticed I was having trouble logging in and I was asked if I wanted to recover/reset my password? I opted to do so and was sent an email to do just that. After resetting a new password I received a second email stating that I had changed my password so all appeared to be going well at that point - till I went back to the login page. When I returned to that page and attempted to use the new password I was met with the exact same message as I had previously been shown, namely that I was using either a wrong user name or password. What the heck?? I then went to use the live chat option to speak with an agent and was met with the message that support was 'Currently Unavailable'. Hmmm what to do now?? I noticed on the UI of my Norton Security that when I clicked on the subscription days left in the bottom left corner that it took me to a renew page that showed my email address and greeted me by my name even though I was not signed into my account. I went ahead and inputted my information and was able to actually renew my subscription. Only problem at that point was that normally after renewing I would go in to my account details and switch off the 'automatic renewal' option, however, since I couldn't log in to my account I was unable to do that at that time. I then came to the forums to see if anyone else was experiencing the same thing and did come across a couple of members having similar issues. Since I was unable to use my password to log into my Norton account I was also unable to log into the forums and did not want to have to make up a second account to do so. I found this frustrating and actually wish these two things used different passwords. Anyhow, long story short, this morning I decided to check on chat again to see if I could speak with an agent about being locked out of my account and the first thing I noticed was that the message, previously displayed, about support being 'Currently Unavailable' was no longer there. Before attempting to start a chat session I thought to myself that I would just attempt logging into my account one more time just to see if, by chance, it was working before starting a conversation and lo and behold, my login with my new password worked on my first attempt. Hallelujah!! I was able to log in and switch off the automatic renewal and was able to 'confirm' that I had indeed 'renewed' my subscription. One odd thing I did notice when I did renew my subscription on March 26 was that on the email Norton sent me confirming such, the date of the email was Wednesday, December 31, 1969 @ 4:00 pm, yes you read that right - 1969!?! ... I purchased it at about 8:55 pm on Wednesday, March 26, 2020. The take away here is that Norton seems to have fixed whatever the problem was, so for those of you that were having this issue, try logging in again if you have not already done so, you may be pleasantly surprised. I wish you all well .... stay safe out there and WASH YOUR HANDS.
Steady on. There is a far more pressing global health crisis in full swing. Go to the press if you like but I don't imagine that there are going to be terribly sympathetic at the moment.
It is frustrating but there worse things happen at sea.
For my part I was able to procure a new licence and will seek a refund when the world returns to normal.
Can someone explain what happened on March 3rd? I've seen it referred to twice but I'll be honest I don't understand the significance.
The present Covid19 situation should not be seen as an excuse for the company to mess up its software/services. Instead, the company should work even harder to cater to customers' needs, during these hard times.
So yes certain things happened after March 3, shortly after Broadcom's successful Symantec acquisition. Some claim the events may be unrelated, but I'm not convinced:
1. Some current NSP customers got force-upgraded to N360 service, without user consent and apparently being overcharged by the new plans;
2. Without user consent, all users of legacy software versions got force-upgraded to the latest v22.x via Live Update -- an update channel NOT supposed to deploy software upgrades -- causing memory-related system errors on various applications under XP system (Vista+ users seem to be immune to such problem). Such system error issues were dated back in 2015 but no remedy has ever been made to this day. As a result, affected XP users have been hanging to the older (but more reliable) v21.7.xx for years, until the March 3 forced upgrade hijack;
3. Other licensing problem at the enterprise side (this seems to resolved)
Some even say they don't know the significance of the Broadcom/Symantec acquisition mess.
Steady on. There is a far more pressing global health crisis in full swing. Go to the press if you like but I don't imagine that there are going to be terribly sympathetic at the moment.
It is frustrating but there worse things happen at sea.
For my part I was able to procure a new licence and will seek a refund when the world returns to normal.
Can someone explain what happened on March 3rd? I've seen it referred to twice but I'll be honest I don't understand the significance.
There appear to be a few other threads started today with similar issues. I think we're the tip of the iceberg and we're not seeing any recognition from norton/Lifelock that this problem is happening. It seems it may have been triggered by the forced upgrade, though who knows. I called tech support again last night but had to give up after 90 minutes on hold.
Guess everyone is feeling the heat now.
Maybe someone could consider contacting the tech press/media to report on the woes. These days many software vendors and thick-skinned/hard-headed, in that whenever a problem occurs and reported they would become defensive on their moves. And only after more woes are reported from the more reputable industry people would the companies in question finally reflect on their own errors and start issuing apologies and fixes. The recent Zoom scandal is one such example.
Similarly, something needs to be done to make Symantec/NLL red-faced, before they would ever make amends to all the woes -- especially those occurred after March 3.
There appear to be a few other threads started today with similar issues. I think we're the tip of the iceberg and we're not seeing any recognition from norton/Lifelock that this problem is happening. It seems it may have been triggered by the forced upgrade, though who knows. I called tech support again last night but had to give up after 90 minutes on hold.
I am having the same issue. Have been a Norton subscriber for many many years ... somehow unable to sign in. Even tried resetting/updating password a few times over the past 2-3 days. No luck until now.
I wanted to sign in, as I wanted to install on another device (from my entitlement of 5 devices)
Today is March 26 2020 it is 3:00pm EDT .. issue has been going on for at least the past 2-3 days already
Tried calling their Support line several times already .. stayed on hold for at least 3 hours in my longest call yet. I know it is due to reduced staffing due to the coronavirus pandemic, but would appreciate if this got resolved soon.
This seems to be a common problem. Whenever you need to connect to the server to log into your Norton account, or to check for subscription status, it fails, and in multiple times. And Symantec/NLL CS is of absolutely NO help whatsoever -- especially, since the March 3 mess they've created.
48 hours later, after promised call back from supervisor, no response. The Norton team ought to paying attention to this forum and the meltdown in the operations of customer credentials. Something is awfully wrong if customers can just disappear, or as we see in other threads, buy a product, and the system doesn't recognize them either.
In my case I hadn't used the forum previously - this is via the new account. I have the product keys and serial numbers for the Norton products on both the new and old accounts. Hopefully I will be able to secure a refund when the world gets back to normal.
It was depressing, although I guess not entirely surprising, to see how much I was being overcharged on my auto-renewal; the auto-renewal was twice the price of the new licence. When I turned auto-renewal off on my new licence there was an offer of an additional 3 months if I left it on - just charge me a reasonable price and you wouldn't have to offer me 3 months 'free'.
). After a couple of unsuccessful login attempts I was met with another message from Norton that stated they noticed I was having trouble logging in and I was asked if I wanted to recover/reset my password? I opted to do so and was sent an email to do just that. After resetting a new password I received a second email stating that I had changed my password so all appeared to be going well at that point - till I went back to the login page. When I returned to that page and attempted to use the new password I was met with the exact same message as I had previously been shown, namely that I was using either a wrong user name or password. What the heck?? I then went to use the live chat option to speak with an agent and was met with the message that support was 'Currently Unavailable'. Hmmm what to do now?? I noticed on the UI of my Norton Security that when I clicked on the subscription days left in the bottom left corner that it took me to a renew page that showed my email address and greeted me by my name even though I was not signed into my account. I went ahead and inputted my information and was able to actually renew my subscription. Only problem at that point was that normally after renewing I would go in to my account details and switch off the 'automatic renewal' option, however, since I couldn't log in to my account I was unable to do that at that time. I then came to the forums to see if anyone else was experiencing the same thing and did come across a couple of members having similar issues. Since I was unable to use my password to log into my Norton account I was also unable to log into the forums and did not want to have to make up a second account to do so. I found this frustrating and actually wish these two things used different passwords. Anyhow, long story short, this morning I decided to check on chat again to see if I could speak with an agent about being locked out of my account and the first thing I noticed was that the message, previously displayed, about support being 'Currently Unavailable' was no longer there. Before attempting to start a chat session I thought to myself that I would just attempt logging into my account one more time just to see if, by chance, it was working before starting a conversation and lo and behold, my login with my new password worked on my first attempt. Hallelujah!! I was able to log in and switch off the automatic renewal and was able to 'confirm' that I had indeed 'renewed' my subscription. One odd thing I did notice when I did renew my subscription on March 26 was that on the email Norton sent me confirming such, the date of the email was Wednesday, December 31, 1969 @ 4:00 pm, yes you read that right - 1969!?! 
... I purchased it at about 8:55 pm on Wednesday, March 26, 2020. The take away here is that Norton seems to have fixed whatever the problem was, so for those of you that were having this issue, try logging in again if you have not already done so, you may be pleasantly surprised. I wish you all well .... stay safe out there and WASH YOUR HANDS.