• All Community
    • All Community
    • Forums
    • Ideas
    • Blogs
Advanced

Not what you are looking for? Ask the experts!

This forum thread needs a solution.
Kudos0

Confusing Norton Security messages

Hello,

Norton's requests for an update due to an end of protection in 20 days worried me.
Actually on the Norton dashboard, it is indicated that the protection stops at the beginning of 2019.
It happens I suscribe to an extension up to ealy 2020.
Looking at my account on the Norton site, it seems that I subscribe to 2 products.
In fact, now, I do not know what protection is provided by Norton and with what extension.
It worries me enough to be ready to disable Norton and to use Defender for a while, giving me time to get rid of the issue.

Thank you for providing me information to handle the situation.

Replies

Kudos0

Re: Confusing Norton Security messages

I have the same problem with my account. The dashboard "My Norton" points incorrectly to the EXPIRED product on my account. Norton Studio and my Android devices will eventually revert back to the EXPIRED product when I have an ACTIVE product key for 10 devices till Oct 2019. Spending an hour with chat support did not provide any solutions other than taking remote control of my desktop and showing me how to delete my individual licenses and tell me that Norton Studio is not a Symantec product. What! Needless to say I am frustrated. Looks like they have a big problem that they choose not to address or cannot resolve. I hope it is resolved soon, otherwise I'll be asking for a refund as I have not been able to use the full features of my account/subscription. I'll ask again as I asked the support agent, cant the expired product key (which is usually the trial for most folks) be deleted? This would solve my problem.

Kudos0

Re: Confusing Norton Security messages

Hello All

I would try Customer Support again because they are the only ones who can solve subscription issues. If one rep doesn't seem to help, then say thanks and hang up. 10 minutes later try again and you will most likely get a different agent.

www.norton.com/contactcs   

Have a Good Night and

Thanks.

Success always occurs in private and failure in full view. Windows 7 Pro 64 bit Norton Core Security Plus 22.17.3.50 Core Firmware 282 I E 11 Chrome latest version.
Kudos0

Re: Confusing Norton Security messages

Thanks floplot. Your suggestion did net some results today, as speaking to an agent I was finally able to get My Norton and my subscription on the Android devices working properly. I fear however like before, the Android devices will revert back to the bad expired product key, the one for the trial.

That said, Norton Studio is still not working. I started a new thread here: https://community.norton.com/en/forums/norton-studio-active-software-product-norton-symantec-or-not

Kudos0

Re: Confusing Norton Security messages

I have accounts which I do not use and are expired. I cannot delete them without it seems contacting an Agent, this means when you are forced to contact somebody you end up with outcomes that a person is not happy with.

This is information is sitting with Norton, this information is not been used. Why is Norton keeping my personal Information of expired accounts in their System which I cannot chose to go in and remove them. Why is this behaviour by Norton suggest to me that they are obstructionist and cannot be trusted with my details.

I account expires this month there is good reason not reward arrogant behaviour

Kudos0

Re: Confusing Norton Security messages

graham leo

Are you referring to expired products still showing in your Norton Account. They are not associated to separate Norton Accounts. The Accounts never expire. There is no security risk in this expired product information being stored. The only way to fully remove that information is when you no longer have any Norton products active. You may then be able to request your Norton Account be deleted.

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

Re: Confusing Norton Security messages

Wrong answer, It confirms my view of people like you and Norton.

Kudos0

Re: Confusing Norton Security messages

First point. Most posters in the forum are not employees of Norton. We are just users like you, who volunteer our time to try to help other users from our experience with the Norton Products. We cannot resolve issues with a user's Norton Account. You need to contact a support agent to do that.

Are you in the EU and concerned about the new privacy laws? If so this link should help.    https://support.norton.com/sp/en/us/home/current/solutions/v127350378_En...

Some clarification of your concern may help. Have you in the past set up multiple Norton Accounts with separate email addresses? If not, what are you referring to by "I have accounts which I do not use and are expired."? As I noted, the Accounts never expire. Individual products do. 

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

Re: Confusing Norton Security messages

 "the Accounts never expire. Individual products do."

This is the whole basis of MY posts, I should not have to contact Support to have my account details deleted of Individual products that have expired.

All they try and do is talk you out of it.

What is problem with Norton if people who own these details want to delete them.

Is this a Big Brother attitude?

Is there a reason they are keeping these details for another reason even when they are details of expired products?

Is Norton being hypocritical?

Internet Security is good but we just keep your old details for no reason that I can see.

As far as being only a Volunteer that is OK for you and Norton as far as I'm concerned this is a Norton website and is linked to Norton.

Kudos0

Re: Confusing Norton Security messages

What do you feel is the security issue with expired product keys being left in your Norton Account? If someone was able to hack into your Account, they would still see the current subscription, which would be much more useful than expired products.

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

Re: Confusing Norton Security messages

My question remains.
Why do I have Norton pop-ups saying that my subscription to Norton Internet Security needs to be re-subscribed while I've already subscribed to an extension until January 2020?

Kudos0

Re: Confusing Norton Security messages

Michel B:

My question remains.
Why do I have Norton pop-ups saying that my subscription to Norton Internet Security needs to be re-subscribed while I've already subscribed to an extension until January 2020?

Did you use the Norton Renewal process, or did you purchase a new product key?

If you purchased a new product key, where did you purchase from, and did you enter the new key into your Norton Product? If you did not enter the key, the pop ups are reporting from the old subscription information that is linked with your installed product. 

Do the two products showing in your Norton Account relate to the two expiry dates for your current and new subscriptions?

Did you contact Support as suggested by floplot above? They would have been able to combine the two active subscriptions to resolve this issue.

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

Re: Confusing Norton Security messages

I was answering the question on Norton Community forums because Support is not available for me, it seems closed when I try to reach it and because  NortonSupport on Twitter  is not Support, only advertising.

I was answering the question because of course, I had used the Norton Renewal process.

Now, as said, I don't know what protection is provided by Norton ATM and with what extension.

I understand you are a dedicated Norton user trying to help. I was just asking in the hope somebody from Norton can get the message. It seems it's not the case.

It's not a problem in fact, if the issue is not solved before January,22, I will switch to another solution and ask for a refund.

Kudos0

Re: Confusing Norton Security messages

As you used the renewal process, you should be able to open your Norton product and click on Help - Subscription Status. That should sync your Norton product with the subscription servers to show the correct number of days on your subscription.

Things happen. Export/Backup your Norton Password Manager data.
Kudos2 Stats

Re: Confusing Norton Security messages

The issue has been solved by my son.
As the message about the fact that my subscription to Norton Internet Security needs to be re-subscribed was only shown on my #1 PC, he rightly deduced that it was related to the fact that I had to change my motherboard after a hardware problem. With this new motherboard was included a Norton 3 months trial offer. As Norton was working as usual, I did not think I had to manually link this new motherboard with my "usual" Norton account.

I had closed the 3 months trial offer and associated again my #1PC with the standard Norton account, then I had to delete the duplicate ... and now, it works normally.

Thanks for the help

Kudos0

Re: Confusing Norton Security messages

Thanks for coming back with the solution, it just may help someone else in the future.

KUDO's to your son!  

Kudos1 Stats

Re: Confusing Norton Security messages

I second the KUDO to your son. 

This solution points out how difficult it can be do diagnose a problem through a forum. As we cannot see your system(s), that one piece of information about the motherboard makes all the difference. But it is not one that we would know without being told, and is not a question we would be likely to ask.

All good news in the end.

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

Re: Confusing Norton Security messages

From my point of view, the problem was that when I did one of the first thing that seemed necessary to me, that is to say, to connect to my Norton account, everything worked seamless. I don't remember having get a message warning me about a possible duplicate. I must reckon that the issue I had previously while registering my new Windows10 OEM license, must have been a warning.

It looks like that Norton license is tied to the motherboard as Windows10 license.

This thread is closed from further comment. Please visit the forum to start a new thread.