While activating my Norton Utilities, I get error 6

After updating my Norton Utilities , the software asked me to activate. The key does not work, and the error is 06 invalid key and license. Tried everything called Norton escalated to tier 2 and they still have no clue. It seems their counter froze when the software was installed and un installed. If anyone has the same issue please respond because Norton help desk has no clue they dont know anything regarding the software. They know couple winsock commands which it would never work.

I am giving up on Norton, its been more than a month, next step canceling the subscription, and get a refund for wasting my time,

I don't understand why the order of installs would make a difference 

I just thought of an other strange installation/activation issue I ran into in the past. Two Norton apps could not be activated unless installed in the correct order. It made no sense, but once the workaround was discovered, it helped a number of users here.

 

@Toyman

Thanks for posting back with the details of this resolution (not solution) to this issue. This can definitely help others that might see this error. 

RESOLVED! Note, I didn’t say ‘solved’.

I finally got a call from upper level Support. To make a long story short, the steps that seemed to work were to simply remove NUP from 2 of the 3 other PCs it was installed on, and then reinstall it on the problem machine first. That resulted in successful activation.

Then I reinstalled it on the other 2 machines and it worked on both of them also.

I don’t understand why the order of installs would make a difference and asked the tech. His answer - ‘he didn’t know either’.

For those who are curious, I paid attention and the Product Key used for the reinstalls was identical to the one I used before.

Unless the tech did something on his end that allowed a successful install, I have no idea what changed except the install order - and the fact I still have a lot of work ahead setting up my machine from the Windows 10 reinstall :frowning:

Toyman

Thanks.

@Toyman

I have escalated your posts to try to get you the same help provided to Aoda.

 

My experience was horrible to be honest, it was resolved by level 3 support. This was after 9 weeks of calling them and even threatening to cancel my subscription.

Patience is the name of the game

Thanks for the reply.

Both the "norton.com/setup" option failed, as did the Windows 10 reinstall.

As an FYI, I've also tried removing all Norton products, and cycling the auto-pay options on 360 Deluxe, then reinstalling NUP.  No success with that either.

The option of resetting the Product Key sounds interesting, although I suspect that has to come from a higher level of Support, but if I'm not getting the promised call-backs from them . . .

Toyman

Bayo:
It took about 9 weeks but all that was done was a reset of my activation key. I am not sure why it took that long

Had you contacted Norton Support to initiate this key reset?
 

Toyman:

I don't understand what happened that 'fixed' the problem for you.

I'm having the same thing happen on one or four PCs.  NUP works fine on three of them,  activated by the same Product Key, but activation on one fails with the 'Error 6' message about 'home group settings'.

I contacted Support about three weeks ago and was assured I'd receive a Level 2 call-back - which never came.  Four days ago, I contacted Support again, and was told the same - again no call-back.  I contacted Support again today and was given the same song, different singer.  

Thinking there may be a ghost in the machinery, I've uninstalled/reinstalled NUP multiple times, and today uninstalled/reinstalled Windows 10.  That only succeeded in giving me between 4 & 8 hours of work to come, configuring my PC to the way it was before.

If you have a different way to help me, I appreciate it knowing about it.

Toyman

Did you manage to get NUP to activate after reinstalling Windows?

Did you try my suggestion to enter the product key at    www.norton.com/setup  ?

 

It took about 9 weeks but all that was done was a reset of my activation key. I am not sure why it took that long

I don't understand what happened that 'fixed' the problem for you.

I'm having the same thing happen on one or four PCs.  NUP works fine on three of them,  activated by the same Product Key, but activation on one fails with the 'Error 6' message about 'home group settings'.

I contacted Support about three weeks ago and was assured I'd receive a Level 2 call-back - which never came.  Four days ago, I contacted Support again, and was told the same - again no call-back.  I contacted Support again today and was given the same song, different singer.  

Thinking there may be a ghost in the machinery, I've uninstalled/reinstalled NUP multiple times, and today uninstalled/reinstalled Windows 10.  That only succeeded in giving me between 4 & 8 hours of work to come, configuring my PC to the way it was before.

If you have a different way to help me, I appreciate it knowing about it.

Toyman

Thanks PeterWeb for all your help and patience

Hello,

Yes it is fixed i can see they regenerate a new key, and the activation was  a success, Thanks for the new key

Hi @Aoda,

Could you please try to activate again now, and let us know if it works? Thanks. 

-Gayathri

Thank you friend

I have just escalated your thread. Let's see if that gets any help for you. 

I appreciate your help, believe me, i tried the helpless desk more than 10 times, and two phone calls supposedly with tier 2 escalation and they still could not resolve it. I suggested from the beginning this is Norton issue, the Key is no good, or they need to reset it. They are still insistent that  they can resolve it be other means, and they have failed all the times. Presently the ticket is open regarding error 6, and when i go back and talk to help desk they just close the window chat, they dont bother anymore.

As i mentioned the only thing left is canceling the subscription and look for alternatives, its shame though i been using Norton product for over 20 years and this is the first time, i was disappointed. Norton priority now is money (which i paid in full) but the user is nothing but a number to them. Their help desk is useless, and they can not support their own product.

Having said that i appreciate your assistance and help

Other than contacting Norton Support again, and asking for a replacement key, I'm out of ideas. Maybe someone else here will have some insight into this.

 

Nope, i have three computers, installed Norton and NUP on them they were working fine, until the last update. Following the update i start receiving error 6 every time i activate the key. I followed all the instructions did everything you thought about it did not work. the fix is simple but on the norton side not my computers.

1 - they reset the key it seems the counter stuck or

2 create new NUP key

the issue is with Norton not my computers or anything i am doing wrong. Norton even recognizes the computers i am using under manage your license it has all three computers there, nothing else