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Communication

My wife and I have been using Norton for some time now. The account is in my wife's name and up until now I have been able using it for protection on my computer as well as hers. I recently tried to reinstall the product to my computer because I lost my connection while performing a reset. I tried all sorts of ways including using my wife's product key but nothing seems to work.

I tried to phone for help but was intercepted by someone that I believe was from the Microsoft Account Team. I foolishly allowed them to take over my computer where he supposedly found a huge invasion of foreign threats and wanted a substantial amount to fix my computer. He also wanted to fix my wife's account because he claimed she was also infected by using my Wifi. I finally phoned the right party, Norton, but couldn't get any satisfaction and I'm sorry but I have a problem understanding the language accent which didn't help.

I am mainly writing this because my wife is very upset and is threatening to close the account. I am not very impressed either. I also wasted more time trying to find a way to lodge a formal complaint and had no luck there either. Unless Norton can come up with a relatively straight forward solution which is easy to understand I will be forced to support my wife in closing the account.

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Re: Communication

What were you resetting?  What issue are you seeing when reinstalling Norton - is the installation failing or is it just not accepting the product key?

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Re: Communication

When you say you phoned for help, where did you get the number? If from an internet search, the top search results are almost always NOT genuine Norton support.But they are companies that offer service for many product lines---for a fee. Norton support is always free.

Are you still trying to get Norton installed on your computer? What error message(s) are you getting while trying to install?

Things happen. Export/Backup your Norton Password Manager data.
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Re: Communication

I'm having trouble remembering but as I recall the last time I tried and inserted the product key and was told that it belonged to another account ? I would have thought the key belonged to both wife and myself. I'm not even sure what page I'm supposed install it. Do you treat it as a normal installation or is different if you're an existing account holder? 

I was scammed when I tried to ring the first time. I was looking for the phone number and one popped up in a box on the Norton page. When I rang it the person sounded quite genuine at the time which they always do. 

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Re: Communication

I was resetting for a different reason. I tried to do a system restore. It took a long time then it failed and I couldn't get back into Windows so I chose to reset my computer which caused me enough grief on it's own.

When I try to install Norton on my computer it's accepting the product key but it says it doesn't belong to me. I know it belongs to my wife but we use the same programme virus protector? 

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Re: Communication

Try this Official Support link.  http://norton.com/chat

If the first agent can't help, ask for your issue to be escalated to a next level tech.

If still no joy, come back and we'll try to get one of the Norton Admins to post here.

Windows 10 Home X 64 Norton Security Premium Current
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Re: Communication

When I try to install Norton on my computer it's accepting the product key but it says it doesn't belong to me. I know it belongs to my wife but we use the same programme virus protector? 

Try getting your wife to open her Norton Security product. On the main screen is a 'Install on another device' link. Have her click on that and send you the email. When you click on the install link in that email, it will download and install a preactivated copy of her product. No need to enter any key.

Things happen. Export/Backup your Norton Password Manager data.
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Re: Communication

I'll give it another try Peter, we've already had a go at that one but we couldn't find the "install on another device". Thanks for your suggestion.

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Re: Communication

It hasn't been easy trying to download Norton and I'm still without it. I logged in and tried again today and got a system error message with the following sub message. "Request Id : 0cb3ea3f-84f1-4b3a-8077-dadebd2f0a85". I wouldn't have a clue what that means. 

I have tried another way that was offered to me which required the product key but when I submitted it I was informed that it belonged to another account, meaning my wife I presume. You asked what I resat? It was my computer and that's when all my problems started, big mistake. I'm currently using Windows Defender which came with W10 as you would know.

文件附件: 
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Re: Communication

To confirm. You, or your wife, went into your wife's computer and looked for the link in my image above. When the page came up to enter an email address, she entered your email address and sent the email. You then opened the email on your computer and clicked on the link in that email.  Is that when you saw the message in your image. 

Do you have your own Norton Account, maybe for using the Password Manager? If so, be sure you sign out of that account while trying to install Norton. Also be sure you are using a Windows admin account while trying to install.

Things happen. Export/Backup your Norton Password Manager data.
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Re: Communication

Hello Peter, sorry about the lateness of my reply, I still haven't been able to procure Norton, too many other things going on. My wife tried your suggestion but she's having her own problems with Norton at the moment. The main page you are showing me has Norton Anti-Virus in the top left hand corner and she can't get to your page.

I may have mentioned that I made a bad mistake and let someone who professed to be from Microsoft into my computer. He gave me a story about my computer being effected with multi viruses and wanted to charge me to clean up my computer. I said no thanks, disconnected him, did a full scan with Windows Defender and found nothing.   I'm not sure whether that episode affected this ongoing problem with Norton?

Something that I also perhaps should have mentioned is that I still have the Norton Download Manager on my computer. However when I try to open it I get the message says that it is already running and to try again later?  

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Re: Communication

Hello Tweedleedee

Do you get your Norton product from an ISP perhaps?

www.norton.com/latestnav     That link should give you the latest Norton Antivirus program. You will have to enter your current NAV key. Can you get into your Norton Account? Here is a link for your Norton Account. You will need your email address that you used for your account and your password.

https://my.norton.com/account/home

Have a Good Night and

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: Communication

Hi floplot, I tried the first link you gave me and downloaded the latest programme hoping it might restore the programme I already have but all got was trial a free trial account. When I went to the second link it wants a new password for my free trial account. It recognise my email address but I had to reset my password with the same one that was already there on my old account. The account is in wife's name on her own computer. We share(?) the programme. I'm just having a lot of trouble re accessing it. I appreciate your efforts but I'm still having trouble. I admit I'm "old school" and I find a things a bit difficult in my part of the world but I am wondering whether it's all worth it and I'll just carry on with W Defender. My wife's beginning to think the same way.

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Re: Communication

If in fact your wife is using the Anti Virus Basic version of Norton Security, it only covers one device. You will either have to upgrade her subscription to something that supports multiple devices, or you will have to purchase your own subscription to the same version she is using.

Things happen. Export/Backup your Norton Password Manager data.
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Re: Communication

Sorry again about the delay in replying. I thought I would be notified but it doesn't seem to be the case.

I understand what you are saying but still don't understand why.  When we purchased Norton several years ago it was set up in my wife's name on her laptop and my laptop was another device that was being supported. I've used it for 2 or 3 years up until recently when my laptop crashed. I managed to get it  going again by re setting the OS but lost Norton and can't get it back. I've actually got the latest version Norton on my laptop on a 30 day trial at the moment. Could it be that Norton has changed since when we first purchased it and we have to upgrade it to support multiple devices again? 

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Re: Communication

I thought I would be notified but it doesn't seem to be the case.

Check your Spam folder.

Try contacting Norton Support again. Have your wife do this as it is her account. Have them check exactly what product she is using, which will dictate the number of devices she can activate. Maybe something got messed up with her last renewal, and she ended up with just the one device Anti Virus Basic product. This would explain why she does not see the Install on another Device link on her product.    www.norton.com/contactcs

Things happen. Export/Backup your Norton Password Manager data.
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Re: Communication

I'm sorry Peter but my wife has so many problems with the programme not doing what it's supposed to do, not allowing access and telling her the password is incorrect and then accepting it on second attempt. The online support, chat, is not very helpful either and a lot of the time they don't seem to understand the problem. It's all too complicated for us and everybody else it seems. We've decided not to renew it at the end of its current term. Thanks for your assistance.    

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Re: Communication

Sorry we could not resolve this issue for you.

When you do decide to use another product, just be sure you run the Norton Removal and Reinstall tool on each computer, using the Advanced Remove Only option. That will ensure no conflicts with your new product choice.

Things happen. Export/Backup your Norton Password Manager data.

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