Unable to verify Subscription status

Norton Security | Norton Internet Security
1

NIS 2010 v17.6.0.32

 

When I try to check subscription status NIS opens a browser and I get this message in the browser window:

"Unable to verify Subscription status

Your subscription status could not be verified at this time. Please try again at a later date."

 

My Subscription Status Check window in NIS 2010 says:

"No response received from Symantec server..."

 

This issue has been happening for several days now on 2 systems: XP Pro and Windows 7, both 32bit.

 

My remaining subscription is 686 days now for 3 PC's which is right.

No problems with updating and any other online services like Norton Account, Leave Feedback or Check for new Version.

I ran full system scan and both my systems are clean.

No big issue as it seems because NIS is working and updating, still I'd like to know why subscription status check stopped working all of the sudden while it used to work before.

 

Thnx IA for any assistance.

2

Hi Viscon,

 

Welcome to the Norton Community.

 

You are doing this from Help & Support > Subscription Status, correct? I just tried and did not have a problem but it could be the server you are accessing might have a problem.

 

What region are you in, as in USA, UK, etc?

 

You indicate that your days remaining are correct and also your Norton Account.

 

You can also check with Customer Service and see if they know of any server problems.

 

Hope this helps.

 

Thanks

Allen

3

Thnx for reply, AllenM.

Yes, I check my subscription the way you mentioned.

The server problem was the first thought I had but the issue has been happening for several days now.

I try to connect from Poland although my NIS is US version.

Days remaining are correct, NIS working with no problems at all, except that one.

I'll try Customer Service although I can't a topic there which could match my question.

4

Hi Viscon,

 

Thanks for the update. I would recommend choosing the Subscription link for customer service. It seems to match closer than the other choices.

 

Just to play it safe, have you noticed any other problem with your computer? Are you able to manually connect to Symantec website and other security sites like McAfee?

 

I don't believe this sounds like any infection or anything but it never hurts to run double checks.

 

You can use the free version of Malware Bytes to run a supplemental full scan using the procedure below. This is an on-demand scanner only and will not interefere with your anti-virus software.

 

Please download, install, update and run the free version of MalwareBytes following the procedure outlined below. 

 

Please go to www.malwarebytes.org

1. Download Malwarebytes’ Anti-Malware (mbam-setup.exe) free version and save it on your Desktop.
2. After downloading, double-click on mbam-setup.exe to install the application.
3. Follow the prompts and install as “default” only
4. Before the installation completes, check on the following prompts:
- Update Malwarebytes’ Anti-Malware
- Launch Malwarebytes’ Anti-Malware
5. Click “Finish.” The program will run automatically and you will be prompt to update the program before doing a scan. Please update.
6. Scan your computer thoroughly choosing a "full scan".
7. When scanning is finished click on “Show Results”
8. Make sure that all detected threats are marked with a check mark, click on "Remove Selected".
9. Restart your computer.

Please post the logs back to this thread using "add attchments" at the bottom.

Note: Sometimes the main site is blocked from attempts to download MalwareBytes. If this occurs please try to download from:
http://www.filehippo.com/download_malwarebytes_anti_malware/
Please do not download the Spyware Doctor which you will see on this page!

 

Please let us know how it goes.

 

Thanks

Allen

5

OK, I ran MalwareBytes and there was no infected objects found.

 

Symantec customer support couldn't help. Anything I tried ended up with a result that all should be fine on my side or was not relevant to my issue.

 

I could connect to several sites like Symantec, McAfee, Avira, BitDefender... fine.

I also made sure that language and regional settings are both US, then PL - still no go.

Hmm... strange...

 

Anyway thnx for ideas...

6

Hi Viscon,

Do you run a registry cleaner while having Norton Product Tamper Protection switched Off?

 

Take care

 

 

Ninko

7

Hello Viscon

 

Have you checked to see if your system time is correct and that you have the correct time zone and the right date etc.?

 

When you tried customer service, was that the USA customer service free chat or one from Poland? Perhaps you would get better information if you tried the Polish customer service.

 


Here is the customer service link via the free chat for Poland.

 

http://www.symantec.com/pl/pl/norton/support/cs/contact_cs.jsp

8

@Ninko

Tamper Protection is alaways ON here, and I don't use any Reg cleaners at all.

 

@floplot

System time is correct, same as time zone etc...

Thnx for the link of Polish customer service - I'll try there...

 

The point is that I had never such issue before. It just strated some time ago, and I don't know when exactly, since I don't check my subscription online reguralry while the whole product is working. By some chance I just did it few days ago...

9

Hi Viscon,

 

This almost sounds like a possible bad install though this is a pretty strange symptom to have when everything else appears to be working good.

 

Do you have any other Norton software installed besides NIS? If not I would recommend that you go ahead and use the Norton Removal tool to ensure everything gets cleaned up properly and then reinstall NIS.

 

If you use Identity Safe you should back this up first by following the procedure here.

 

If you do have other Norton products I would recommend the conventional uninstall of NIS and then reinstalling but still back up your Identity Safe first.

 

First, you should download the latest full version of NIS from here.

 

If you do not have other Norton products or choose to use the removal tool please click on the spoiler tag to view the procedure.

 

Spoiler (Highlight to read)

We need to run the Norton Removal Tool to ensure that everything is cleaned up properly. Please NOTE that this removes ALL Symantec products so be sure to have your license keys ready as you will need to reinstall all your Symantec software products.

 

Please ensure you have all your product keys for your Norton products. For NIS you can get your product key from your Norton Account.

First uninstall NIS through the Conventional means through Add/Remove Programs. Once done please download the Norton Removal Tool from Symantec from this link.

Run the Norton Removal Tool and once it is completed, please reboot your computer. Once up please run the Removal Tool one more time and once again reboot.

Then please reinstall all your Symantec products and download all updates to them.

 

 Then see if the problem is still present.

We need to run the Norton Removal Tool to ensure that everything is cleaned up properly. Please NOTE that this removes ALL Symantec products so be sure to have your license keys ready as you will need to reinstall all your Symantec software products. Please ensure you have all your product keys for your Norton products. For NIS you can get your product key from your Norton Account.First uninstall NIS through the Conventional means through Add/Remove Programs. Once done please download the Norton Removal Tool from Symantec from this link.Run the Norton Removal Tool and once it is completed, please reboot your computer. Once up please run the Removal Tool one more time and once again reboot.Then please reinstall all your Symantec products and download all updates to them.  Then see if the problem is still present.

 

Otherwise just uninstall and reinstall NIS through the conventional means via Control panel.

 

In either case when you reinstall NIS you can reimport your Identity safe data through Web Setting > Restore Identity Safe Data.

 

Please let us know how it goes.

 

Thanks much

Allen

10

Hello

 

Since this problem is happening with both of the o/p's systems, I don't think it's a matter of a bad install. I think there is either a problem with the server that does the subscription status check at the location or perhaps a proxy setting.or something blocking that subscription status setting.

11

Hi Floplot,

 

I agree it sounds pretty strange to have two computers affected in the same way.

 

Viscon, did you have a chance to follow up with Customer Service and inquire about any possible server problem on the Symantec side?

 

You could also very briefly try disabling the firewall just to make sure the connection is not getting blocked somehow. But do this quickly and then check for the problem and turn the firewall back on. It is best not to leave the firewall disabled for any longer than you absolutely have to.

 

Thanks

Allen

12

@floplotGuru

That's exactly what I thought in a first place.

 

Anyway, I contacted Polish customer service, and they found out my key has been blocked for some reason.

Could be stolen and used twice or m ore, or illegally sold...

As they requested, I emailed them the source I bought they key from. That was an online shop.

I did that so they said, they would investigate a case, and send me a new key.

 

I was a little bit surprised, because if they key has been blocked how come the product still works in full functionality?

Ah well... let them do a job and see what happens...

13

Hi Viscon,

 

Thanks for the update. That is very interesting and I hope they get this resolved and get a new key for you soon.

 

Please come back and let us know how this turns out.

 

Thanks very much

Allen

14

Hello Viscon

 

I'm glad you were able to contact the Polish customer service and they were able to find a reason for the problem. I hope that they will send you a new key right away so that your Norton product will continue to function.and make sure you enter that new key in both of your computers. When you do get the new key, please make sure that it is recorded also in your Norton account online to relfect the new key and the correct number of days of your subscription. Once you mentioned Polish in your post, I figured the US/Can customer service wouldn't have the proper knowledge to assist you. Please make sure that the new key will still  allow your product to work correctly with both computers. I hope they willl send you the new key before they finish the investigation of the source of the online shop.

 

Please let us know when you do get the new key, hopefully it will be today.

15

Hi Floplot and Viscon,

 

I suspect that Symantec would not disable a currently working product because of a duplicate product key. It is probably likely that the second person to attempt using that key would not have been allowed to activate their software so it would be apparent up front.

 

Disabling a currently working product for what could be a duplicate key would not be a good thing. In cases like this it should be the second person that would be prevented from using the software.

 

I don't pretend to know first hand how Symantec servers would handle this situation but based on the fact that the software is still working I suspect it is what I described above.

 

In either case as Floplot said I hope they get you the new key today if possible so you can put this behind you and not have to worry about it any more.

 

Allen

16

That is very possible what you're saying, AllenM.

Maybe that's why I had that strange feeling not to install NIS on a 3rd system before subscription issue is solved.

I thought if now NIS can't connect to Symantec server it will most likely not allow me to activate a product for the 3rd time.

 

I don't expect I'll get a new key today since their working time ended for today 2 hours ago.

Possibly tomorrow then.

 

Anyway I'll let you know how it goes, and thank you all for a kind assistance.

 

17

Just received a new key and everything is back to normal.

 

Btw. I asked about subscriptions for multiple PCs, the questions that appeared here few times.

I was told that if you have a subscription eg. for 3 PCs it allows you to activate a product only 3 times,

and no matter whether it's installed on 3 different physical machines or on 3 operating systems on one multi-boot machine.

Meaning each OS is treated as a separate PC.

 

So back to work and thnx again for your help.

18
Viscon wrote:

Just received a new key and everything is back to normal.

 

Btw. I asked about subscriptions for multiple PCs, the questions that appeared here few times.

I was told that if you have a subscription eg. for 3 PCs it allows you to activate a product only 3 times,

and no matter whether it's installed on 3 different physical machines or on 3 operating systems on one multi-boot machine.

Meaning each OS is treated as a separate PC.

 

So back to work and thnx again for your help.

Glad that is resolved for you -- if not for the seller!

 

What they told you about triple activations is literally true, especially if you multiboot. BUT if you uninstall and a reinstall does not pick up where you left off then a moment with Customer Support will resolve that. They do not penalize you if you have to reinstall --  whether for a problem, or replacing a hard drive, or even for a new computer provided you can assure them it has not been left on the old computer.

 

Note however that the clock is still running even during your down time and if you have a mulli-PC version that the clock runs for all even if not yet installed, once you install the first time.

19

And that's exactly what they told me as well, huwyngr.

If I need to reinstall Norton product for whatever reason, and I reached a limit of activation, I should call them and they'll give me a go to do this.

And yes, I am aware that once I activate the first time, the clock is running. Thnx for advise anyway.

cheers

20

I wanted to make the point about multiboots because for some time there was some uncertainty about his among users and some heated arguments about what a computer was! <s>