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Kudos0

Server error We're working to resolve an issue that prevents us from completing your request. Try again later.

For the last 2 days, I get this error and cannot log into the vault. This started happening after a 101 Mb download, and a patch install. First it asks me to sign into Norton before I enter my vault password. When I try to log into the Norton account, I get the error message. Any advice, thank you.

Replies

Kudos0

Re: Server error We're working to resolve an issue that prevents us from completing your request. Try again later.

This started happening after the 22.9.0.68 update install.

Kudos0

Re: Server error We're working to resolve an issue that prevents us from completing your request. Try again later.

Hello

Please make sure you got all of the updates and restarted at least 2 times. You can check for Norton issues using this.

https://status.norton.com/

I would recommend calling Customer Support and tell them about the error message.

.Please contact the free chat program and phone  for Customer Support by using this link.
https://support.norton.com/contact

Thanks.



 

Success always occurs in private and failure in full view. Windows 7 Pro 64 bit Norton Core Security Plus 22.17.2.47 Core Firmware 282 I E 11 Chrome latest version.
Kudos0

Re: Server error We're working to resolve an issue that prevents us from completing your request. Try again later.

Thank you for the reply, I follow your advice and post back. Thank you.

Kudos0

Re: Server error We're working to resolve an issue that prevents us from completing your request. Try again later.

I rolled back to the previous Norton version, and identity safe works. I updated to new version, and it does not. I rolled back again, and it works. So I will just let time go by and see if it works again with the update in the future.

Kudos0

Re: Server error We're working to resolve an issue that prevents us from completing your request. Try again later.

I'm having the same problem. 

How did you rollback to the previous version?

Thanks.

Kudos0

Re: Server error We're working to resolve an issue that prevents us from completing your request. Try again later.

k-man:

I'm having the same problem. 

How did you rollback to the previous version?

If you reinstall Norton you will not receive v22.9 anymore as the path has been pulled back two days ago 

You can use the Norton Remove & Reinstall Tool . After the reinstall, run Live Update until no more are found to be sure your Norton is up-to-the-minute, restarting whenever requested, and when finished restart once more. 
Keep us posted. Thanks.

Windows 7 HP SP1 32-bit | Chrome 65.0.3325.146 | NS 22.12.1.15
Kudos0

Re: Server error We're working to resolve an issue that prevents us from completing your request. Try again later.

Looks like this version is out again and causing the same problem again. I've opened a ticket and was told to keep running live update to see if the issue gets fixed. 

Kudos1 Stats

Re: Server error We're working to resolve an issue that prevents us from completing your request. Try again later.

Hello

Server issues are usually intermittent. I will let Norton know to expect Round 2.of server problems. Thanks for reporting it and sorry about the issue coming back again.

Thanks.

Success always occurs in private and failure in full view. Windows 7 Pro 64 bit Norton Core Security Plus 22.17.2.47 Core Firmware 282 I E 11 Chrome latest version.
Kudos0

Re: Server error We're working to resolve an issue that prevents us from completing your request. Try again later.

Thanks for the update.  Not sure if by intermittent you mean periodically, but this issue clearly started at the last update and has not worked in that Identity safe access has now been broken.  I opened a ticket, worked with tech support, completely uninstalled and reinstalled and got to the same point of trying to open identity safe and it just hangs.  Short of calling in and following up on the ticket, is there some way for me to know when Norton will have this fixed?

Kudos1 Stats

Re: Server error We're working to resolve an issue that prevents us from completing your request. Try again later.

Hello

When there is a fix for the Identity Safe, there will be an announcement in the Toolbar Board on top with all of the Announcements .As you can see, there are many threads about the Identity Safe Issues.

Thanks.

Success always occurs in private and failure in full view. Windows 7 Pro 64 bit Norton Core Security Plus 22.17.2.47 Core Firmware 282 I E 11 Chrome latest version.
Kudos0

Re: Server error We're working to resolve an issue that prevents us from completing your request. Try again later.

The header for this thread says: "Solved. View accepted solution."  The "solution" (use NRnR to roll back to the previous version) is no longer germane, since NRnR now reinstalls 22.9.0.71 rather than rolling back to 22.8.1.14.  That was never really a lasting solution anyway because a subsequent LiveUpdate would "push" 22.9.0.71 and the problem would reappear.  The header needs to be changed.

Kudos0

Re: Server error We're working to resolve an issue that prevents us from completing your request. Try again later.

@American Eagle

I have requested a mod remove the solution label on the concerned post.

Kudos0

Re: Server error We're working to resolve an issue that prevents us from completing your request. Try again later.

 Server error

We're working to resolve an issue that prevents us from completing your request. Try again later.  (-6) 

From Norton Help "Subscription Status" and "Enter Product Key" and on one of my systems anytime I try to open my vault:

 Server error

We're working to resolve an issue that prevents us from completing your request. Try again later.  (-6)

Kudos0

Re: Server error We're working to resolve an issue that prevents us from completing your request. Try again later.

@ all

A patch has been released that is suppose to address this issue.  See this announcement. Run LiveUpdate manually a few times, restarting as necessary, until no updates are available.

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

Re: Server error We're working to resolve an issue that prevents us from completing your request. Try again later.

A HOTFIX has been released to address this issue and few other issues.

Please run LiveUpdate until no updates are available, reboot, try to reproduce the issue and let me know if the issue is fixed.

Please see the announcement for more details

Mohanakrishnan G | Norton Forums Administrator | Symantec Corporation
Kudos0

Re: Server error We're working to resolve an issue that prevents us from completing your request. Try again later.

Hi, observing same issue on 22.9.1.12. Had to rolled back to NIS-ESD-22.5.4.24 to be able to enter product key and activate product.

I got this error for any actions that requires authorization (renewal, Enter produce key, etc)

We're working to resolve an issue that prevents us from completing your request. Try again later.  (-6)

After 22.5.4.24 was updated to 22.9.1.12 i was signed in till first restart.

Support didn't help me with this issue (Removed), i think issue with latest release rather than with connectivity.

Kudos0

Re: Server error We're working to resolve an issue that prevents us from completing your request. Try again later.

Hello Mykhailo

Have you tried uninstalling your Norton product and then installing a fresh download of the Norton product? What operating system and bit please? You can use this to install the NIS again. I assume your subscription is still valid and you are using a legit key.

www.norton.com/latestnis

Please run Live Update until no more updates, restarting as necessary.

To delete NIS, please use this.

www.norton.com/nrt

Thanks.

Success always occurs in private and failure in full view. Windows 7 Pro 64 bit Norton Core Security Plus 22.17.2.47 Core Firmware 282 I E 11 Chrome latest version.
Kudos0

Re: Server error We're working to resolve an issue that prevents us from completing your request. Try again later.

Hello,
We did all steps together with Norton support.
Also support tried to remove (-6) error with NortonSymHelp tool.
I am using Win 7 64 bit, Russian language.
Before 22.9.1.12 while trying to renew my NIS subscription tries to open web store http://ua.norton.com/ due to my country selection.
My susbription is in active state right now.
Pls check screenshot (it is on Russian).
As i mentioned before 22.5.4.24-RU works fine.

File Attachment: 
Kudos0

Re: Server error We're working to resolve an issue that prevents us from completing your request. Try again later.

Install from www.norton.com/latestnis

My device was removed from

https://my.norton.com/Devices

And i still unable to subscribe from NIS.

I am using a legit key that i renewed on Apr 1.

I could assume that NIS tries to forward me to Ukraine page which is not exist.

Kudos0

Re: Server error We're working to resolve an issue that prevents us from completing your request. Try again later.

Running into the same issue, all patches applied.

Any ideas?

Kudos0

Re: Server error We're working to resolve an issue that prevents us from completing your request. Try again later.

I did a uninstall and reinstall of norton, and still the (-6) error, and now I can't activate it, it staying in trial mode, that pretty much over.

Anything to fix this?

Kudos0

Re: Server error We're working to resolve an issue that prevents us from completing your request. Try again later.

Hello

This was an old issue which was fixed. I'll notify Norton that the issue is back.

Thanks.

Success always occurs in private and failure in full view. Windows 7 Pro 64 bit Norton Core Security Plus 22.17.2.47 Core Firmware 282 I E 11 Chrome latest version.
Kudos0

Re: Server error We're working to resolve an issue that prevents us from completing your request. Try again later.

Hi @Mykhailo & @NightOwl68,

Sorry for the trouble caused with Norton Subscription activation. Could you please let us know if you are getting same error for both Norton Help "Subscription Status" check and "Enter Product Key" activation flow? Also, I have sent you a private message requesting more details about the account. Please check it when you get a chance. 

Sunil_GA | Norton Forums Administrator | Symantec Corporation
Kudos0

Re: Server error We're working to resolve an issue that prevents us from completing your request. Try again later.

Yes, I recieve the same error when trying to check my sub status, and or to try and enter the key again.

Kudos0

Re: Server error We're working to resolve an issue that prevents us from completing your request. Try again later.

Hi.

I have the same issue with this error.

It occur in Identity Sw at 1st, i installed this sw separately. And now the main product shows the same error.

I have asked for support, the girl asked me to remove the NS, then she changed my product key and asked me to install the product again using "download" button from services page of my.norton.com.

I reinstall the product, ran LiveUpdate, executed NortonActivationRepairV2.exe.

But still the error exist.

The info about version and other screenshots are attached.

There is an intermediate error screen before the final info got displayed.

My Identity Safe also crushes when i press the button to login.

Please help.

Kudos0

Re: Server error We're working to resolve an issue that prevents us from completing your request. Try again later.

Kudos0

Re: Server error We're working to resolve an issue that prevents us from completing your request. Try again later.

I had the version 22.9.1.12 of Norton Security. It has this issue with error.

Here are the steps which helped me to resolve the issue:

1) Uninstall totally the Notron Security.

2) Download the version 22.8.1.14 using the link: norton.com/latestnsbu

3) Make administrator account active: net user administrator /active:yes

4) Login in your Windows 10 system as administrator

5) Install version 22.8.1.14.

6) Run LiveUpdate.

7) Sign In - the Norton Security returns the same ERROR -6.

8) After some timeout the normal login screen appears asking for your credentials.

9) Input your credentials.

10) Got it resolved.

11) Logout.

12) Disable administrator account: net user administrator /active:no

Done.

Kudos0

Re: Server error We're working to resolve an issue that prevents us from completing your request. Try again later.

I tried the link norton.com/latestnsbu and it is giving version 22.9.0.71 now not 22.8.1.14

Kudos0

Re: Server error We're working to resolve an issue that prevents us from completing your request. Try again later.

Hello

Thanks for letting us know that the links have been updated.

Thanks.

Success always occurs in private and failure in full view. Windows 7 Pro 64 bit Norton Core Security Plus 22.17.2.47 Core Firmware 282 I E 11 Chrome latest version.
Kudos0

Re: Server error We're working to resolve an issue that prevents us from completing your request. Try again later.

Problem still exists on a win 7 system updated to win 10. How about norton updating us all back to the previous version that works and stop the nonsense.
Kudos0

Re: Server error We're working to resolve an issue that prevents us from completing your request. Try again later.

The issue was resolved on computer wich has win7 updated to win 10. The steps above are not full. Here are the full list:

1) Uninstall totally the Norton Security.

1.1) Reboot.

1.2) Navigate manually to "Program Data" folder and remove "Norton" folder.

1.3) Navigate manually to "Program files" folder and remove "Norton" folder.

1.4) Navigate manuall to "Program files (x86)" folder and remove "Norton" folder.

2) Download a version using the link: norton.com/latestnsbu

3) Make administrator account active: net user administrator /active:yes

4) Login in your Windows 10 system as administrator

5) Install version which you have downloaded in step (2) above.

5.1) Reboot.

5.2) Login as administrator.

5.3) Input your credentials and sign in (HERE IT WAS RESOLVED IN MY CASE).

5.4) Install extensions for Explorer and Chrome. Sign in (IT WAS OK IN MY CASE).

5.5) Reboot.

5.6) Login using your account.

6) Run LiveUpdate.

7) Sign In - the Norton Security returns the same ERROR -6.

8) After some timeout the normal login screen appears asking for your credentials.

9) Input your credentials and sign in (HERE IT WAS OK IN MY CASE).

9.1) Install extensions for Explorer and Chrome. Sign in (IT WAS OK IN MY CASE).

9.2) Reboot.

9.3) Login using your account.

9.4) Run LiveUpdate. When Norton asks to apply - DO NOT USE THIS FEATURE in live. Just check "Fix later" and reboot.

9.5) Perform step 9.4 untill you have the latest sw.

10) Got it resolved.

11) Logout.

12) Disable administrator account: net user administrator /active:no

Kudos0

Re: Server error We're working to resolve an issue that prevents us from completing your request. Try again later.

Norton : Perec_De_Quveller solution is a joke? I simply uninstalled Chrome from my win 7 updated to win 10 system and reported the reason to Google. Norton alien programmers seem to be intent on destroying NORTON like Obama was on destroying the USA. NO THANKS TO YOU or any one else at NORTON I came up with a solution which works fine for me at least until GOOGLE applies enough presser on NORTON to re-fix their blundering of re-blundered 2015 - SAME ERROR. What a Joke. Ha?

Kudos0

Re: Server error We're working to resolve an issue that prevents us from completing your request. Try again later.

The issue is fixed. So it is ok if you want just fix it.

Do you want it to be fixed in NS software?

If yes, then i agree with you that it looks very strange that developers cannot fix it so long.

The final question which came to my mind is: If they cannot fix such simple thing then how do they protect from malware?!

So i started watch towards Kaspersky last time.

Kudos0

Re: Server error We're working to resolve an issue that prevents us from completing your request. Try again later.

Hello Sunil

Can this thread have an update please?

@Sunil_GA

Success always occurs in private and failure in full view. Windows 7 Pro 64 bit Norton Core Security Plus 22.17.2.47 Core Firmware 282 I E 11 Chrome latest version.
Kudos0

Re: Server error We're working to resolve an issue that prevents us from completing your request. Try again later.

I have the same problem for a week and a half

Kudos0

Re: Server error We're working to resolve an issue that prevents us from completing your request. Try again later.

My issue was fixed by Norton support, thanks!

Kudos0

Re: Server error We're working to resolve an issue that prevents us from completing your request. Try again later.

What was the solution?

I even tried installing a version from December of last year, was able to get the software activated, but after it was updated it was right back to the same error.

Kudos0

Re: Server error We're working to resolve an issue that prevents us from completing your request. Try again later.

1. Support completely remove NIS and made cleanup of Norton files manually + support tools. Then fresh install of Norton Security (without Internet ), same product but with different name.

2. I would advise to chat with support, probably issue already solved for users that experiencing it. 

I would assume that the issue is not global that is why each case should investigated separately, i had 3 sessions with Norton support before my issue was solved.

So no steps how to fix this issue.

Kudos0

Re: Server error We're working to resolve an issue that prevents us from completing your request. Try again later.

That's basically what I did, it worked for about a day or two the I started getting the error again.

Kudos0

Re: Server error We're working to resolve an issue that prevents us from completing your request. Try again later.

I don't have anything to add. Looks like most part of fix was done on backend rather on client side. I had specific case as i don't have dedicated Norton store for my country and had to renew license in any available.
Kudos0

Re: Server error We're working to resolve an issue that prevents us from completing your request. Try again later.

I can go back to 22.7 and 22.8 and it works fine I can activate the software and check on subscription status, but once I'm updated to 22.9 or install 22.9 itself it pretty much errors out with that (-6) error. If that helps any.

So I removed NS and then doubled checked by using the Norton Removal Tool.

Installed 22.7 and was able to activate and check subscription status.

I did a live updated and it updated to 22.8, I was still able to check subscription status and it still showed my email at the top of the window. 

I did a live update again and it updated to 22.9, now I get the -6 error checking on subscription status, and it just says "email" at the top of the window and I can't log in.

Something with 22.9 and the account I suppose.

Kudos0

Re: Server error We're working to resolve an issue that prevents us from completing your request. Try again later.

It doesn't seem to make any difference in how we overcome the problem: with updating it becomes a crap shoot, not all the time but sometimes Norton updates  us back to the problem as an expired trial user and the "

 Server error

We're working to resolve an issue that prevents us from completing your request. Try again later.  (-6   " returns. 

You have to be reactivated. The activation under Help "Account Information" does not work BUT Norton does have a "NortonActivationRepair" program that works on some systems. That is until they trash you again trying to stay secure. Maybe they will fix it some day, as they did back  in 2015. 

Kudos0

Re: Server error We're working to resolve an issue that prevents us from completing your request. Try again later.

One more thing to add. After complete removal download was done via internet explorer despite I am using FF. Try this, maybe that wold help.
Kudos0

Re: Server error We're working to resolve an issue that prevents us from completing your request. Try again later.

Support do one thing which you cannot.

They changes your PRODUCT KEY also.

:)

Call.

Kudos0

Re: Server error We're working to resolve an issue that prevents us from completing your request. Try again later.

I have over 7 devices on one (10 product) key, so changing they key is not an option.

If I have to do that I may just have to change to another AV product.

Kudos0

Re: Server error We're working to resolve an issue that prevents us from completing your request. Try again later.

i've been having this issue for nearly a month. Have been on chat and phone with support. They've remotely logged in and tried with no success to fix. Have un- and re-installed the product at least 4 times with no solution. Last tech told me to wait 4 - 5 hours (that was yesterday) and try to launch again. Still nothing. What's next, Norton? Do I need to leave you?

Kudos0

Re: Server error We're working to resolve an issue that prevents us from completing your request. Try again later.

I had a couple of chat sessions. Last tech said she was elevating me to second level support and I would be called to have the problem resolved within 24-48 hours.  So far, no call and it is now 5 days later...

Kudos0

Re: Server error We're working to resolve an issue that prevents us from completing your request. Try again later.

Hello Mohan

Can you please help these users. The HOTFIX dud bit work for them. Support doesn't have a clue it looks like.

Thanks.

@Mohan_G

Success always occurs in private and failure in full view. Windows 7 Pro 64 bit Norton Core Security Plus 22.17.2.47 Core Firmware 282 I E 11 Chrome latest version.
Kudos0

Re: Server error We're working to resolve an issue that prevents us from completing your request. Try again later.

I am now also getting this issue.....I have followed all the support suggestions...when I first had this issue on april 8 2017 after 2 hours and using the Norton remove and reinstall and constant reboots the problem went away

Not only could I not log the product in but also I could not use identity safe or access the password vault at that time.

And now on this april 12 2017 the problems have returned...and the remove and reinstall tool seams bugged with the latest version of Norton(thus it doesn't want to work)....in addition after total wiping the Norton product and reinstalling it....I still cant log in.   I am going to assume this is a Norton issue.....fix your servers and software please....also...I suggest you test your products and patches...because if you had tested you wouldn't have these issues.

So on another Norton side of the issue......I have 2 machines I use for my service....for whatever reason one suddenly started getting reported as using the wrong windows version.....sorry I use windows 10 have for a while now....so I got rid of the incorrect windows version item on my account.....but since your servers and software are broken.....I am unable to relog in and get the product going correctly....thus not sure if it will ever recognize my machine.

So hoping there will be some updates on this....like soonish....like maybe the person fixing the issue will run the debug program and look for the changes they made from the patches...which is less then 100 megs....and maybe get rid of the bad code.

Kudos0

Re: Server error We're working to resolve an issue that prevents us from completing your request. Try again later.

Having same issue with N360. <>Server error We're working to resolve an issue that prevents us from completing your request. Try again later. (-6)</>

I went online chat. They indicate they're experiencing server trouble and that it will be fixed in 12 hours and to try again then.

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