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Kudos0

Can't install new activation key for Norton Security "Deluxe"

Ok ... last year about this time I bought a 5-seat license for "Norton Security".

Since it was about to expire I bought a new activation key on Amazon for "Norton Security Deluxe" since it is the new name for the 5-seat version (or so I am told). I successfully used the new key to upgrade my machine, but it did not give me the remaining 29 days available on my old license key - I was prepared for this and chatted with support.

They told me it did not happen automatically because the new key was for the "deluxe" version....
Ok ... so the support tech. DISABLED the old key and added the 29 days to my new key.
so far so good, but when he disabled the old key it disabled norton on my OTHER 3 machines, since they were now using a dead key.

The tech. said no problem just go install the new key on the other machines - that did not work.

"PROBLEM ONE - LOCAL ACTIVATION DOES NOT WORK"
I first tried installing the new key from the console of the other machines, but got into a "loop" that would not allow me to install the new key - I launch NS it says:
1) Activation required - I press activate now

2) it prompts me to sign in to my Norton acct - I do that

3) It says no license available  &  not eligible for trial, click NEXT to buy ... - I do that and get a pop-up window where I could buy a copy of norton, but I don't NEED to do that I already have the key. My only choice is to "sign in" to my account in the new window and I loop around again.........

"PROBLEM 2 - WEB CONSOLE ACTIVATION DOES NOT WORK EITHER...."
I figure I can outsmart it by logging into the web console and just applying the key to the other "devices" listed in my online account with norton - when I try to do this I enter the new key and click apply, a progress "circle" comes up with text that says "verifying new key" but the circle just spins and it never completes... It is still spinning 12 hours later.

I then tried UNinstalling NS from one of the machines, running Norton Removal Tool, and then reinstalling...
Even doing that when it came time to lauch I ran into "PROBLEM ONE - LOCAL ACTIVATION DOES NOT WORK"
as I outlined above.....

Suggestions to resolve this very frustrating situation would be appreciated!!!!

Thanks
Jim

Replies

Kudos0

Re: Can't install new activation key for Norton Security "Deluxe"

PS:  I have tried chatting with support and have now collected three separate case numbers,
I won't post the case numbers here unless they would be helpful.

Kudos0

Re: Can't install new activation key for Norton Security "Deluxe"

On your other systems, when you click activate look very closely for a link that says something like "I have a key or code to enter".  It's not a big button like the one that takes you to the Norton store, it looks like a link with smaller writing.

Dave

Kudos0

Re: Can't install new activation key for Norton Security "Deluxe"

thanks Dave

I'm tuned in to that little "trick" .... That's how i did it on my (the first) machine, but on the other machines I never get that particular window, or a any window with that option ...  it just drags me around in that "loop" of windows that I can't seem to break out of...    :-(

Kudos0

Re: Can't install new activation key for Norton Security "Deluxe"

Hi NCHoser,

On the system that shows you using the new key:

Have you gone into Management from Main Page > More Norton > Manage > Manage my Protection and looked at you Service Tab.  How many seats does it say you have used? 

It sounds like it should show one - with 4 seats remaining.

Have you looked to see if Norton is in fact shown as installed on the other 3 systems?  I am not sure what you would receive or be denied to do if Norton were either not installed or had in fact been deactivated.

Provided the good system shows seats remaining:

I know you said you removed Norton from one system and could not reinstall it - but did you attempt the DOWNLOAD Button within Management > Services TAB on the good system and then select Install on another device?

Kudos0

Re: Can't install new activation key for Norton Security "Deluxe"

Hi Yank!

When I go to Management from Main Page > More Norton > Manage > Manage my Protection and looked at you Service Tab.  it opens the web console and does show one seat used (my computer) and 4 seats available.

The way I tried installing on the other system was:

1)Uninstall

2) Run Norton Removal

3) logged into Norton web console --> Services --> install on this system

Helpful?

Accepted Solution
Kudos0

Re: Can't install new activation key for Norton Security "Deluxe"

Hi, The issue seems to be with the Norton Activation Folder Settings. Please clear the contents of the Norton Activation Folder by running the Norton Activation Repair tool. Here is the weblink to download the Tool : 
https://support.norton.com/sp/en/us/home/current/solutions/v102692928_En...

Once you visit the webpage, perform the step 1 in the webpage. After running the Fix Tool, click on Activate Now. If prompted enter the Norton Account Email address and Password. If you are not prompted to enter the details, then click on Help >>Select the option * I have a product key or code* and then try to activate. 

Kudos0

Re: Can't install new activation key for Norton Security "Deluxe"

Thank you Shir!

I was not familiar with the activation repair tool, only the NRT ............

I'll give it a try and report back with the result...........

Jim

Kudos0

Re: Can't install new activation key for Norton Security "Deluxe"

Shir & all:

With norton UNinstalled I ran the  NortonActivationRepair  tool, rebooted when prompted,

and then reinstalled Norton using the files provided by the web console when selecting install to a device.

It installed OK, and activated ... then deactivated it's self.

I rebooted again and reactivated and it appeared OK ... it then needed 78Mb of updates to get up to date.

I installed those and rebooted again and the product seems to be staying activated.

It does still show a RED X in the web console -

It lists "norton internet security" with my expired (last year's) key  and the spinning circle and test "verifying new key"

Then UNDERNEATH that entry for the device is a second entry that says:

"Norton Security" and lists my current (new) product key, and says "computer protection at risk" even though the computer has completed a quick-scan since i re-installed it.

So it doesn't seem quite right... but perhaps I can ignore the residue .....

Kudos0

Re: Can't install new activation key for Norton Security "Deluxe"

Hello

Under Help on each machine, please run Subscription Status. It  should show how many days are remaining.. Are you sure you purchased Norton Security Deluxe which covers up to 5 devices and not Norton Security Standard  which would cover 1 device. Was the package new that contained the key? If you continue having an issue, please call customer support at www.norton.com/chat  .

Thanks.

Success always occurs in private and failure in full view. Windows 10 Pro 64 bit Norton Core Security Plus 22.17.3.50 Core Firmware 282 I E 11 Chrome latest version.
Kudos0

Re: Can't install new activation key for Norton Security "Deluxe"

floplot:

Hi - yes I did buy the Deluxe - new thru Amazon digital fulfillment.

It is successfully installed on two machines - both report 393 days left (my 365 days plus the remainder of my old subscription that one of the techs added) The third machine - the "trouble box" which I'm discussing here also reports 393 days, and has no errors locally - it updates and works fine, it's just reporting screwy in the web-console as described above.

I just checked the web console again and it says:

"Device information unavailable We cannot retrieve your device information right now. Try refreshing the page. If that doesn't work, please try again later."

but under services it shows FOUR licenses used - the two machines that are acting normally, and then it lists the "trouble" box twice ... sigh... I can't see a way to figure out which instance is the "real" one and which one I could delete ... will try again later,

and call tech. support if I don't see another way out ... I'm just kinda short  on time right now ...

THANKS!

Kudos0

Re: Can't install new activation key for Norton Security "Deluxe"

Before you call support, on the "troublesome" system go to Settings > Administrative Settings > and verify that Remote Management is turned on.  This has to be enabled in order for Management to update the info from that system.

Kudos0

Re: Can't install new activation key for Norton Security "Deluxe"

Thanks yank!

I'll try that later today.

When I installed it I just took the defaults, but it could have gotten screwed up somehow....

Kudos0

Re: Can't install new activation key for Norton Security "Deluxe"

On the web console, just delete both of the entries for the troubled machine. Then go back to the troubled computer and activate the product again. Then when you check the console, it should show the correct information.

Things happen. Export/Backup your Norton Password Manager data.
Kudos0

Re: Can't install new activation key for Norton Security "Deluxe"

Hello

You will find Manage My Installs. Below that, you will find a listing for all the computers. You delete the licenses by putting them in the garbage can next to each license. Then you can do like Peterweb  said.

Thanks.

Success always occurs in private and failure in full view. Windows 10 Pro 64 bit Norton Core Security Plus 22.17.3.50 Core Firmware 282 I E 11 Chrome latest version.
Kudos0

Re: Can't install new activation key for Norton Security "Deluxe"

flo'

In case you don't catch it during edit time I've asked a moderator to remove all the blank lines at the end of your message .... it comes across like a Forum fault!

Hugh
Kudos0

Re: Can't install new activation key for Norton Security "Deluxe"

Ok ... thanks for the continued support....

I checked and "remote management" was turned on

I deleted both of the instances of the "trouble machine" from "manage my installs"

The activation went dead on the troubled machine as expected.

I re-activated it and now it only shows up once.

Alas... under the "Devices" section the troubled PC still shows

Norton Internet Security 

Verifying new key  <-- It has been trying to verify for several days now ................

then lists: <old key killed by norton tech. support>

"Expired"

AND then below it:

Norton Security

Product Key:

<new valid key>

The machines are working OK, so I don't think I'll waste more time on this unless y'all think I should   ;-)

THANKS!!!

Kudos0

Re: Can't install new activation key for Norton Security "Deluxe"

Hello Hugh

Thank you. I was wondering why it had such a long empty space there. I guess I couldn't see any lines that were at the end of my post. Don't know where they came from either.

Thanks.

Success always occurs in private and failure in full view. Windows 10 Pro 64 bit Norton Core Security Plus 22.17.3.50 Core Firmware 282 I E 11 Chrome latest version.
Kudos0

Re: Can't install new activation key for Norton Security "Deluxe"

NCHoser

The Installations in the Services tab is what is important. The devices tab often does not balance with the services tab. Often when you reinstall, or change products, the old device still remains in the devices list but shows with a Red X. If you can find the ones that are no longer in use, you can delete those from the web page. If you accidentally delete the wrong one, you can just re activate from the computer again.

Things happen. Export/Backup your Norton Password Manager data.
Kudos0

Re: Can't install new activation key for Norton Security "Deluxe"

It can be a sticky ENTER key ... ?

Hugh
Kudos0

Re: Can't install new activation key for Norton Security "Deluxe"

Thank you Peter!

The services tab shows the correct number of activations so I'm just going to ignore the devices tab and get on with life!

I appreciate everyone's help.

While I do understand that Norton needs to retain control of their intellectual property and not have people stealing their software, it seems that perhaps they could do something that would strike a balance point that was a bit less troublesome for paying customers

Kudos0

Re: Can't install new activation key for Norton Security "Deluxe"

@peterweb, I have a similar problem - I have Norton Security Deluxe on 4 devices (3 PC / laptop plus one mobile). One of the laptops decided the other day, with 217 days licence remaining, that it only had an expired trial version installed, and showed a red X and an old licence key in my Norton account. Acting on the advice of a support chat representative, I uninstalled Norton and re-installed using a download from my account. Doing so restored the licence to that laptop.

However, the other two PCs have red Xs showing under 'devices' in Norton Account as well. One shows an expired licence key (last year's) while the other shows the current licence key. The subscriptions on each device show correctly - 217 days left - and the correct number of seats are shown as taken under Services. By analogy with NCHoser's experience, I assume it's safe either to delete those devices showing a red X or to leave everything alone and live with it providing the subscription on the computer shows correctly?

If I delete and need to restore from the device installation, how do I do that?

Thanks.

Kudos0

Re: Can't install new activation key for Norton Security "Deluxe"

Addlepate

As noted above, as long as the Services tab lists your devices correctly, and things are showing correctly on your computers, you can leave things alone in the Devices tab. If you want to delete the incorrectly showing devices from the Devices tab, just click the trash can beside the device with the X.

If you do end up deleting an active device, you should be able to go to that computer and click Help - Subscription Status. That will connect to the Norton Subscription Servers and sync your device with your account. It may take a little time to update the display on the web site.

Things happen. Export/Backup your Norton Password Manager data.
Kudos0

Re: Can't install new activation key for Norton Security "Deluxe"

Great, thanks.

Kudos0

Re: Can't install new activation key for Norton Security "Deluxe"

Hi

I am travelling a lot and my NS 2015 expired, have now NS deluxe, with 5 seats which colleague installed on her machine back in UK no problem. UK is where I bought the NSD recently at PC World.

Issue I have is being now in Turkey on business having logged to my Norton account via web, see 4/5 seats downloaded etc, got as far as activate key and 'not valid in your local (2012)' Not happy at all that I can't install, should I plan my trips around Norton!!

Seriously, any help appreciated as last resort is install AVG to at least have min protection. Not due back to UK itself until middle of next month :(

Best regards

Kudos1 Stats

Re: Can't install new activation key for Norton Security "Deluxe"

Issue I have is being now in Turkey on business having logged to my Norton account via web, see 4/5 seats downloaded etc, got as far as activate key and 'not valid in your local (2012)' Not happy at all that I can't install, should I plan my trips around Norton!!

This is a known situation due to Norton protecting the distribution rights of its authorized distributors. Norton Staff knows the problems this is causing travelers like yourself and we hope they are working on a solution.

I'll draw their attention to this new message .....

Keep an eye open here for any useful suggestions meanwhile. 

Hugh
Kudos1 Stats

Re: Can't install new activation key for Norton Security "Deluxe"

You can try contacting Norton Support and explaining the situation. They may be able to help.   Chat is the best way to do this.

www.norton.com/chat

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

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