Norton subscription and reinstall

Alyandra,

I had the same problem and had to take action myself. What I did was:

1. Go to the website of Symantec.
2. Click the support link.
3. Click the home & home office link.
4. Click the free online support /  subscriptions link and the trouble shooter will start.
5. Explain your problem, e.g. NAV reinstall and just follow the rest of the directions.
6. In the end you have to fill in a form, including the unique product id number asking Norton to update subscription. Normally within 48 h they will send you an email with a confirmation.

By the way, this only works for the 2003+ version

Herman

It depends on what version of Norton you reinstalled.  If you reinstalled the old trial version then it would ask you to renew.  You should have reinstalled the version you have that was still valid.  Then when it did the Live Update, it would have "confirmed the subscription".  At least that's what I gather from your post.

         I had (still have?) a similar problem with my Dell 2400.  I renewed my Norton AV 2003 for one year last November.  A couple of weeks ago, I had to reformat my computer's hard drive and erase everything.  Norton was reinstalled, but the Subscription Service date was only for the 90 day trial period, not the one year I purchased.  I went to Symantec's web site, typed in several keywords, but could not find my issue listed.  So I emailed Symantec about this.  But received no response.

        Then I called their customer service number, a toll-call, by the way.  Spoke to a man there, and gave him my Norton ID #, and my Internet Order #, as well as some other info.  He told me that in 24 hours, I should run the LiveUpdate program, and that would update the Subcription Service date to the correct time.  But that didn't fix the problem.  However, my virus definitions were updated as usual.   

        So I called them again, and spoke to a woman.  She told me that one month before my subcription expires, Norton would prompt me to renew it.  Important: the lady told me to click the "skip" button instead of registering.  I was told this would force Norton AV to recognize the actual expiration date and everything would be fine.  I won't know for a couple of months if this really works.

        I found a toll-free number and called Symantec again.  I asked the agent if the latest instructions I was given (being prompted one month before the subcription expired and clicking the skip button) were correct.  He added a few more details to those instructions, but basically confirmed what I had been told.  Apparently, the Subcription Service date can only be changed when Norton AV prompts you, instead of the other way around.

    The guy said that after clicking the skip button, I MUST run LiveUpdate manually at that time, and then the true expiration date would show.   Anyway, I'll report back a couple of months from now and explain what happened.  Or didn't happen.  The good news is that Symantec acknowledges the $32 I paid for the renewal.   They don't deny I'm entitled to it.

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@ajmi81978 wrote:
Symantec must have changed the way NAV 2003 works compared to my NAV 2002.  I updated my 2002 a few months ago for a year of updates, then on about January 15, 2004 when I reinstalled everything on my new hard drive, it gave me a year of updates through January 15,2005.  Every time I reinstall it, it gives me a year of free updates starting on the day I reinstalled it.  I know that previous versions have all worked that way also.

After a format or with a new drive, that's the case.  However, you paid for one year of updates, so doing as you suggest violates the license agreement. 

       I called Symantec again (using the toll-free #), to see if they would be willing to email me specific instructions on what to do when Norton AV prompts me to renew my subcription.  For the record, I reformatted my hard drive a couple of weeks ago.  After reinstalling everything, including Norton AV 2003, the one year subcription I purchased from Symantec was no longer listed, just the 90 free trial offered by Dell.  The man I spoke to didn't email me anything, but he did offer simpler (and slightly different) instructions:

1)  One month before my subcription expires, Norton AV will prompt me to renew. 

2)  I will have the choice of renewing now or later.  The Symantec advisor told me to click later and close out the reminder window.

3)  Open Norton AV, and do a manual LiveUpdate.  That will (supposedly)correct the Subcription Service date.   This action will also stop Norton from nagging me to renew.  At least for another year.