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Windows 10 upgrade

My Norton Internet subscription was running out. I bought a new Norton Security Package with backup and installed that. Today, Norton sent me a Windows 10 upgrade which the re-set the package and told me that my Norton subscription had expired.

I have spent two hours recovering my situation and re-installing the right package. What right have you got to re-set my subscriptions? I paid for it and you wiped it.

I will not renew with Norton again. I'm so angry. I don't want to spend Friday evening undoing your mistakes. You just lost a 12 year-long loyal customer. .....Bye!

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Re: Windows 10 upgrade

Open Norton, click "Help" > "Subscription Status."  That should fix the issue.  It sounds like the local program just needs to have the subscription information refreshed.  Your paid subscription is most likely just fine.

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Re: Windows 10 upgrade

Hi all, 

i have a similar problem to Francis. I was on Norton Internet Security 3 device solution on Windows 7 for 2 years. When Windows 10 appeared the program transferred seamlessly. My yearly sub was up a few weeks back but the "offer" price was dearer than than a 10 device NIS with Backup solution by about £15.00. I downloaded the new NIS with Backup. I was advised by Norton to input the new Product Key from NIS with Backup invoice / download email. All went well, updated with latest antivirus and other updates. Yesterday, i got a "you have a Windows 10 update" from Norton. This downloaded and said "Previous Version detected and will be removed". Thinking this was the old version i accepted. After installation had finished , I find i am back to plain old NIS and no NIS with Backup. My expiry period seems correct (no expired message or obvious massive drop of number of days).

How can correct this and how do i prevent it from happening again? I have 5 devices at the moment on the sub and only one done so far.

Cheers

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Re: Windows 10 upgrade

Hello

This is the 3rd thread I have read today about customers getting "new notifications" from Windows 10 saying that there Norton product was no good. All seem a little different, but similar enough. I have put a inquiry to Norton about this. Being it's the weekend, I don't think there will be any answers until at least Monday. I will add this thread to the other 2 though.

Thanks.

Success always occurs in private and failure in full view. Windows 7 Pro 64 bit NSBU 22.17.0.183 Core Firmware 282 I E 11 Chrome latest version.
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Re: Windows 10 upgrade

OK, I just got a W10 notification that there was a new W10 version available for Norton. I did the update and was too far gone into it before I realized it was installing 360, instead of NIS Premium, which is what my license is for.

It got as far as uninstalling my NIS before I stopped it.

Now correcting it. Pain in the ass, though.

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Re: Windows 10 upgrade

Hello artworksmetal

Could you possibly provide a screenshot of this announcement please?

Thanks.

Success always occurs in private and failure in full view. Windows 7 Pro 64 bit NSBU 22.17.0.183 Core Firmware 282 I E 11 Chrome latest version.
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Re: Windows 10 upgrade

*UPDATE*

I logged into my Norton Account and downloaded NIS With Backup again. Went through the "detected previous version which will be removed" message and ran LiveUpdate until it said No Updates available message. All seems well.

I have only done this on one device sofar. Does anyone know if all these reinstallations and uninstalls leave much rubbish behind which will impact on data security? How can I check and how can i remove the risky files? I know that a Defrag shows large amounts of data being fragmented after all the jiggy-pokery of this "Windows 10 update" problem.

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Re: Windows 10 upgrade

Sorry, can't recreate it. It was W10 generated - one of those black rectangles that slides in from screen-right.

I should have trusted my instincts. NIS itself did not indicate an update was required. 

I'm now thinking it was a remnant of a previous (and expired) 360 install that instigated the mischief. When I purchase a new license back in December, I got a 10 install package that allowed me to migrate all my devices over to NIS.

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Re: Windows 10 upgrade

HPMan, sounds like you and I had the exact same experience. The only difference is my previous was a 360 install, so it went back to that.

Tough to answer your question. One way might be to uninstall all Norton products. Remove all Norton folders. And remove all registry items related to Norton. Then start over.

I personally don't think that's necessary, but I admit I'm pretty laissez-faire.

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Re: Windows 10 upgrade

Hi @HPMan,

Sorry for the inconvenience. Please let us know if you see the message "Your security subscription needs an update. There's a new version of Norton available" again with latest version  22.5.5.15 Norton Security installed on your computer. Also, i have sent you a private message requesting for more details and logs for further investigation. Please check it when you get a chance.

Sunil_GA | Norton Forums Administrator | Symantec Corporation
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Re: Windows 10 upgrade

Hi @artworksmetal,

Sorry for the trouble caused. I have sent you a private message requesting for more information and logs for this issue. Please check it when you get a chance. Thanks.

Sunil_GA | Norton Forums Administrator | Symantec Corporation
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Re: Windows 10 upgrade

Sunil, if I understand your request  correctly, Instruction# 9 states:

9) Once you see the little window on the top-right corner, reproduce the issue that you're having. After you have fully reproduced the issue, click the "Finish" button on the little window on the top-right corner. 

There is no way for me to reproduce the issue.

Are there other dumps in the ProgramData/Norton folder that would be of value?

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Re: Windows 10 upgrade

Hi @FrancisChristie, @HPMan & @artworksmetal,

Thanks for reporting this issue. Our team is already looking into this issue. Is Microsoft Windows Defender ON or OFF on your Windows 10 computer? And is your Norton product still installed?

Sunil_GA | Norton Forums Administrator | Symantec Corporation
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Re: Windows 10 upgrade

I always make sure Defender is off. If I try to open it I get a message saying it's turned off. If I open Windows Firewall I get a message saying it's being managed by Norton.

Yet just yesterday I got a message on 2 machines saying that Defender was blocking access from MediaMonkey. I clicked on 'Allow' without thinking much about it. Except, 'Why the heck is Defender doing anything when it's supposed to be turned off?'

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