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Kudos0

My Services (correct) My Devices (wrong) - Again!

Hi,

Oh for Pete's sake - same as in previous years - you'd think you'd have fixed this by now!

Last years key expires. Input new licence key on 4 devices. All working with new key OK. Meanwhile, on your portal My Subscriptions is correct but on My Devices, one of the devices shows up as Not Protected (though it is in My Subscriptions and on the device itself).

I guess I leave it be and it'll catch up eventually in My Devices?

Thanks,

David

Replies

Kudos0

Re: My Services (correct) My Devices (wrong) - Again!

Hello David. Do you have remote management enabled on all your devices?

Cheers

"From DOS to Windows10 what a journey it has been" / MS Certified Professional / Windows 10 Home / Professional x 64 version 1903 / build 18362.239 / N360 Deluxe 22.17.3.50 / Norton Core v.282 on Android 2.00
Kudos0

Re: My Services (correct) My Devices (wrong) - Again!

Hello. Yes it is.

Kudos0

Re: My Services (correct) My Devices (wrong) - Again!

Thanks David. Log out of your Norton account on one of your devices then go to the Norton account website and verify that you are indeed logged out. Reboot the one machine, then log into your account through the Norton dashboard. Recheck your online account for that device being listed and updated. If all is well log out on all your other devices through the dashboard and reboot. Log in again. Hoping this will force the cloud to update your device info for you.

Cheers

"From DOS to Windows10 what a journey it has been" / MS Certified Professional / Windows 10 Home / Professional x 64 version 1903 / build 18362.239 / N360 Deluxe 22.17.3.50 / Norton Core v.282 on Android 2.00
Kudos0

Re: My Services (correct) My Devices (wrong) - Again!

Printed that out and will give it a birl over the weekend.

Might be of interest but every year this happens it's always the first device that I use the new key on that is then wrong in My Devices (and everything is right in My Subscriptions.)

Thanks.

Kudos0

Re: My Services (correct) My Devices (wrong) - Again!

Thanks for the feedback, let us know over the weekend whether things synched for you. Guru's will be around.

Cheers

"From DOS to Windows10 what a journey it has been" / MS Certified Professional / Windows 10 Home / Professional x 64 version 1903 / build 18362.239 / N360 Deluxe 22.17.3.50 / Norton Core v.282 on Android 2.00
Kudos0

Re: My Services (correct) My Devices (wrong) - Again!

Hi,

They didn't. Still got one device out of four showing as Not Protected in My Devices, though on the device itself it is, and in My Subscriptions its correct also.

Just leave it and it'll sort itself out eventually (as it did last year, same palaver...)? What do you think?

Thanks,

David

Kudos0

Re: My Services (correct) My Devices (wrong) - Again!

I had a similar issue where when I R&R'd my install on this laptop for a context menu issue, this laptop didn't show as being online. That was yesterday. Today things have synched up with the status on my account. More than likely the same will happen with you.

Cheers

"From DOS to Windows10 what a journey it has been" / MS Certified Professional / Windows 10 Home / Professional x 64 version 1903 / build 18362.239 / N360 Deluxe 22.17.3.50 / Norton Core v.282 on Android 2.00
Kudos0

Re: My Services (correct) My Devices (wrong) - Again!

Sigh. Still not synced. Any other way to force it?

Thanks,

David

Kudos0

Re: My Services (correct) My Devices (wrong) - Again!

On the device with the issue, you have checked the Remote Management setting (as you note above). Try clicking Help - Subscription Status. That should sync your device with Norton Servers.

 If that does not help, delete the device from the web site. Then use the Subscription Status check again.

FYI   One trick I learned about the renewals with a new product key. I contact Support and ask them to add the time from the new key to my old subscription. That way you do not have to do any futzing with all your devices to get them activate and sync'd. And you will not lose any time from the old subscription.

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

Re: My Services (correct) My Devices (wrong) - Again!

Help - Subscription status made no difference.

From which screen delete the device? Does that not start uninstalling on the laptop??

Good tip - but better would be if they would sort these bugs - they've been going on for years and its really tedious.

Thanks.

Kudos0

Re: My Services (correct) My Devices (wrong) - Again!

You delete the device from the Devices page on your Norton Account. It will not uninstall, the product. It will disable the subscription on that device, but when you use the Subscription Status, it will be restored.

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

Re: My Services (correct) My Devices (wrong) - Again!

It hasn't. Having done that now on the Devices page a History section has appeared. The Device that "wasn't" Protected has now moved into that, shows as Inactive (it isn't this is it...) and clicking on it it shows up as a Trial Licence (it isn't).

What now?

My Subscriptions page still all OK though.

Kudos0

Re: My Services (correct) My Devices (wrong) - Again!

The removed device showing up in a history section sounds correct. Any information for devices in that section should be ignored. It is the main section that should have the device listed after doing the Subscription Status process. What result do you get when you use the Subscription Status? Does the correct number of days show?

Try going to the main Norton screen on the problem computer. Click on More Norton, then Manage. Then click on the Manage My Protection button. Sign in and check again. 

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

Re: My Services (correct) My Devices (wrong) - Again!

In My Devices, the device is no longer in the main section, it's now in the new History section ("Inactive" and with a "Trial Licence" even though it should be Online and licenced cos it's this laptop...!)

Running Subscription Status makes no difference. Yes, the correct number of days show.

Signing in and out makes no difference either, already tried that.

(My Subscriptions page remains correct, with 4 devices and all correctly named.)

Kudos0

Re: My Services (correct) My Devices (wrong) - Again!

STILL not synced. How to sort this? This is beyond irritating and doesn't give me a warm rosy glow about the effectiveness of the product if a simple portal doesn't work.

Kudos0

Re: My Services (correct) My Devices (wrong) - Again!

Hi David

The only other thing I can think of is a reinstall of your product. I know, I know!!! This should not be necessary. And it may not work either.

Other than that, you could try chatting with support to see if they can shed some light on this.    www.norton.com/chat

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

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