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Kudos0

Problem with the Removal of a "Seat"

Yesterday I tried to remove one of the "seats" I have on NS (the hard drive has crashed and I am removing it and will later be replacing it with a new one on which I will then install a "seat" of NS).

I when into my Norton Account from one of the remaining "seats" and ran "Remove Product" for the seat I need to remove.  I had four "seats" used and am trying to reduce this to three.

The result then and now, almost a full day later, is:

Under the "Devices" tab - All four seats still show with the one I am trying to remove still showing "uninstalling" with the revolving icon.

Under "Home" tab - All four seats are still showing as installed.

Under the "Services" tab - Only "three" seats are showing as installed.  These are the three which should remain installed.

After an hour with Chat Support yesterday the only answer was that it will take time for the removal to show in my Account.

Any suggestions on what I can do now?

Replies

Kudos0

Re: Problem with the Removal of a "Seat"

Have you restarted the computer you used to remove the activation?

Try logging out of your Norton Account, and logging back in.

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

Re: Problem with the Removal of a "Seat"

Did both several times.  When I log out and back in the removal is still showing as running.

Accepted Solution
Kudos0

Re: Problem with the Removal of a "Seat"

Can you cancel the uninstallation and click the trash can icon next to that device which disables protection?  I've noticed if you try and uninstall from within Norton Management after you have already uninstalled it, NM gets stuck.  Possibly the same now with your new drive.

A little bit of knowledge is... well a little bit of knowledge.
Kudos0

Re: Problem with the Removal of a "Seat"

Thanks Krusty.  That was really a second uninstall while the first is still running and it has resolved the problem

Kudos0

Re: Problem with the Removal of a "Seat"

Thanks Krusty.  That was really a second uninstall while the first is still running and it has resolved the problem

  Glad it helped.  Thanks for letting us know.   

A little bit of knowledge is... well a little bit of knowledge.
Kudos0

Re: Problem with the Removal of a "Seat"

This really need to be looked at by Norton.  As I noted above, I am to three seats as I wanted to be.  I have now installed the laptop new hard drive as I intended in installed NS on it bringing me back to four seats.  Of the three displays in my Account, two correctly show four and one shows five seats with the recently added one duplicated.  I "uninstalled" one of these from the Account window and hopefully all is OK.
 

Kudos0

Re: Problem with the Removal of a "Seat"

This really need to be looked at by Norton.  As I noted above, I am to three seats as I wanted to be.  I have now installed the laptop new hard drive as I intended in installed NS on it bringing me back to four seats.  Of the three displays in my Account, two correctly show four and one shows five seats with the recently added one duplicated.  I "uninstalled" one of these from the Account window and hopefully all is OK.
 

It can cut both ways ---  You might not want Norton to immediately know every change you make to your computer so they probably do not automatically upload information on those changes.

I believe that the system is supposed to recognize a reinstallation and that is one reason that normal Windows Uninstalling does leave some information behind; if you do a cleanup that goes beyond that, as some third party utilities can, then you may remove that tag and the reinstallation does not recognize this is a reinstall.

Something that has not been mentioned I think is that for the Norton Management Account to keep track of what is going on your Norton product installed on each machine must have Remote Management enabled in the Settings .... something that some of us used to automatically turn off rather like not having something like the LogMeIn utility permanently installed.

If you have not checked this it could be worth doing.

Hugh
Kudos0

Re: Problem with the Removal of a "Seat"

Just to clarify, all actions I noted as taking in these posts was within my Norton Account nor Windows uninstalls.

Kudos0

Re: Problem with the Removal of a "Seat"

Just to clarify, all actions I noted as taking in these posts was within my Norton Account nor Windows uninstalls.

Understood -- my reference to uninstalling was a general comment and related to how it could be that Norton knew or did not know whether something had been reinstalled.

What I had to say about Remote Management related to your Norton Management being out of step with "reality" regardless of the cause. 

Hugh

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