I received an 8505 129 error on my W7 Toshiba laptop. I had followed the program diagnostics and used the Removal tool however on reinstalling, NIS did not recognize that a key was free and wanted me to purchase a key. I had just installed the program and had 241 days remaining.
I looked through online help and it just restated what I had just done. I called Norton CS and all I wanted was the ability to utilize the same product key. The CSR would not provide the steps to delete the product key from installation and then reuse it to complete my installation. The CSR was obviously following a sale script and wanted to sell me a PC clean up service. She ran some diagnostic tool and said I had a few registry errors. I told her I had already purchased Norton utilities and asked her if I should install and run it. She did not seem to understand what I was say and went back to her sales script to sell me a service which I did not need. She would not provide the information that I requested. I asked to speak to her supervisor and after putting me on hold she returned and said she could not connect me to supervisor. I disconnected my computer from the PC Anywhere software and told her good bye.
Next I ran a disk cleanup and deleted all the temporary and internet history files. Then I installed NU and ran registry cleanup.
I then use online chat to ask one more time how to I reuse the product key when I reinstall NIS on my computer. Again the CSR wanted to connect to my computer. I ask if she could first answer my product key question. After some double talk, I had to directly ask the CSR for the direction on how to reinstall NIS using the same Product key. She said I had to delete the oldest product key from product management and ask if she had permission to do that. I restated the question and asked if I could do this from my online product management account or is this something only a CSR could do. No response. I then said, I agreed and that I gave her permission to delete the oldest product key. I then ask for a KB article on the error. She responded by asking me if I want her to connect to my PC. I responded with "Is there a Knowledge Base (KB) article on how to fix the 8505 129 error? She finally responded yes. I responded with, Can you email me that article? She responded with yes. I responded with Thank you! Can you do that now? She said yes but it will take a while.
After about 4 hours I have still not received the KB article.
However she did delete my product key because I was able to reinstall the product from an installation disk, however during the registration process the 8505 129 popped up again.
I closed everything down and I shut down the computer and rebooted. There was an internet connection problem due to Norton according to Microsoft, so I fix the internet connection problem and the product registration completed.
I have been using Norton for over 27 years and have recommended to my clients. I think that I have finally reached my limit with a buggy product and CS that has absolutely reach the bottom of the barrel where instead of providing the help you request they try to scam you into buy additional services you don't need. Anyone without the computer knowledge I have would have just fell for the scam and paid for the unneeded service.
Instead of wasting my time they could have just provided me with the support advertised on the Norton packaging. The hours I have lost would have paid for several new competing programs. I find these aggressive sales scripts unethical.