I am incredibly disappointed with the amount of time and trouble I have now had to go through to “update” my subscription to Norton Internet Security program.
Your software gave me a pop-up telling me that the subscription had expired and gave me a link to click to renew my subscription. Great! Except it didn’t work. All I got was a dialog asking for a number that I didn’t have. I could call your service phone number or use the web to update.
I chose to use the web. Your site actually worked well for choosing the latest version of the software and downloading it.
I went to install the software and the installation shut down – telling me that Norton was already running and had to be turned off before the upgrade could proceed.
Why is the installation software incapable of turning off the prior version of Norton so that it can do the upgrade?
I turned off Norton and launched the installation again.
This time the installation stopped and a pop-up told me that a prior version of Norton was already installed and had to be uninstalled before the upgrade could continue.
I thought the idea of an “Upgrade” was changing the current version of the software to a new version of the software. Of course it is already installed.
Why is the installation software incapable of getting rid of the prior version for me?
I launched the windows software install/un-install control panel and choose the “remove Norton Internet Security” option.
This time I got a flag telling me that Norton cannot be uninstalled using the “uninstall” button, I needed to start again using the “change program” button.
I started AGAIN – using the “change program” button and told it to uninstall the program.
I got a pop up telling me that elements of Norton were still running and the system needed to be restarted before the uninstall could continue.
I restarted the computer.
I started the uninstall process AGAIN using the “change program” button.
Finally! I got a pop-up telling me that Norton had been successfully uninstalled!
I launched the installer for the new software AGAIN!
This time I got a pop-up telling me that elements of the uninstalled version of Norton were still active and the system needed to be restarted before continuing with the new software installation.
I re-started the computer AGAIN!
I re-launched the installer program AGAIN – this time, FINALLY – the installation was successful!!
Then I got a pop-up telling me that the new software needed the product key.
Luckily I saved the email confirmation of the download where the product key number is located and remembered that the product key number was on that e-mail. Note that the e-mail did not mention that I would NEED this number in order to use the software! Also note that the pop-up window did not mention that the product key number I needed was located in the e-mail I had received. I was just lucky enough to put two and two together.
So now I opened up the e-mail to type the product key number into the new software.
The product key is a 25 digit alphanumeric number with NO spaces or dashes, that Symantec was kind enough to format in a 7 point font for easy reading!
After copying and pasting it into a Word document I could blow up the font size to a reasonably readable size and get it typed into the new software.
It took a few hours but now my Internet security software is up to date for 366 more days, then I guess I have to go through the whole process AGAIN!!
And this is just ONE of the 8 computers that I take care of in our office. Already another computer is telling me that it’s Norton subscription has expired and I need to start the whole process AGAIN!!
Unless Symantec can provide some guidance in making the “upgrade” process a LOT simpler! I’m thinking that I should change our office to McAfee.