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Kudos0

Remove and Reinsl

I received a message that Norton was unable to download updates and I should use 'Remove and Reinstall'. When I did so and tried to reinstall, I got the message that there was no evidence on my computer that I had an account so the software could not be installed. What do I do next.

Labels: Uninstall

Replies

Kudos0

Re: Remove and Reinsl

Hello Chris. Did you run the R&R tool from here: https://support.norton.com/sp/en/us/home/current/solutions/v60392881_EndUserProfile_en_us

This is the official tool and gives the options of remove only or removal and reinstall.

Cheers

"From DOS to Windows10 what a journey it has been" / MS Certified Professional / Windows 10 Home / Professional x 64 version 1903 / build 18362.295 / N360 Deluxe 22.18.0.213 / Norton Core v.282 on Android 2.00
Kudos0

Re: Remove and Reinsl

Dear Norton

I think that is the one I used. Whichever it was, I followed the instructions as I understood them, which were to, first, uninstall Norton and then run Remove and Reinstall. When I did this, the R&R tool told me there was no record of a Norton account on my computer. As the tool came with the computer I bought on Wednesday (15 November 2017), i.e. three days ago, I do not have any user key or, at least, I am not aware of having such a key unless the key is on the invoice from the computer people. According to the invoice (dated 16 Nov 2017), I have ACER FOC McAfee Internet Security for 3 yrs. Next to it is a code consisting of seven numerals plus one letter. Will that be the code? If it is, where do I go to download the software?

Thank you.

Kudos0

Re: Remove and Reinsl

Hello again Chris. When you say " According to the invoice (dated 16 Nov 2017), I have ACER FOC McAfee Internet Security for 3 yrs. Next to it is a code consisting of seven numerals plus one letter. Will that be the code? If it is, where do I go to download the software?"

This appears that your PC came with a preinstalled version of McAfee antivirus or you purchased it. Are you confused that Norton is installed when you actually have McAfee? Norton product keys are 25 characters therefore the key you are looking at is NOT a Norton product key. That key is more than likely either for McAfee or another product. If you are wanting to remove McAfee here is an article for doing so with instructions: https://service.mcafee.com/webcenter/portal/cp/home/articleview;jsessionid=_b3ZfHcgy4J-2ErO8ZWcosimwqvUTpOCeZD43et-DY1DpGd2zRB6!997336670!984315500?articleId=TS101331&_afrLoop=868192606564144#!%40%40%3F_afrLoop%3D868192606564144%26articleId%3DTS101331%26centerWidth%3D100%2525%26leftWidth%3D0%2525%26rightWidth%3D0%2525%26showFooter%3Dfalse%26showHeader%3Dfalse%26_adf.ctrl-state%3Dq7t88xp2t_4

 If you then want a Norton product please purchase a Norton product of your choice. You will receive an e-mail with the product key from Norton. Here are the current product offerings: https://us.norton.com/products

Cheers

"From DOS to Windows10 what a journey it has been" / MS Certified Professional / Windows 10 Home / Professional x 64 version 1903 / build 18362.295 / N360 Deluxe 22.18.0.213 / Norton Core v.282 on Android 2.00
Kudos0

Re: Remove and Reinsl

Dear Norton

Thank you. I didn't notice the discrepancy you mention as I was busy trying to set everything up. However, I cannot find any McAfee files or folders (even residual ones) on my computer so I don't think McAfee was every installed but there are residual Norton Symantec files. They have a code 20D04FE0-3AEA-1069-A2D8-08002B30309D. I don't know if that helps. Moreover, I recognize the instructions in the Remove and Reinstall link you gave earlier.

Anyway, I will call Acer tomorrow about the discrepancy but if you do have any further suggestions, I will be grateful if you could let me know.

Thank you.

Kudos0

Re: Remove and Reinsl

That is definitely not a Symantec / Norton installation key for sure. The easiest was to verify your installed programs in in the Control Panel area of Windows. Yes its still available in Windows 10. See if you have McAfee and/or Norton products showing there. Contacting Acer is indeed in order, there seems to be confusion as to what your code is actually for.

Cheers

"From DOS to Windows10 what a journey it has been" / MS Certified Professional / Windows 10 Home / Professional x 64 version 1903 / build 18362.295 / N360 Deluxe 22.18.0.213 / Norton Core v.282 on Android 2.00
Accepted Solution
Kudos0

Re: Remove and Reinsl

Dear Norton

Thanks. I had already checked the Control Panel. In some areas, I find it more friendly to work with.

I will call Acer tomorrow. I did find a statement in their computer guide saying that they partner Norton to protect the computers so I will see what I hear from them.

Again, thanks.

Kudos0

Re: Remove and Reinsl

Dear Norton

Thank you for all your help. I have checked with the supplier and found that the computer comes with a pre-loaded trial version of Norton Security. At the same time, it comes bundled with a three-year licence for McAfee. This has to be downloaded and I now have the software key.

I apologize for my confusion. Again, thank you for your patience and understanding.

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