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Here is the resolution:
After spending 7 hours with Comcast Support and Norton Support, I finally was able to reach someone at Norton (Symantec Corporation) that understood the problem.
The bottom line, as confirmed by Norton, the current version of the MAC software offered by Comcast does not work on MAC. Thats a fact. Norton (Symantec Corp) Acknoledged it. The software wont install, and if you are able to use the old version and then upgrade to the current version, there are nothing but problems.
The fix is not to use the software provided by Comcast because it doesn't work and it doesn't install.
You have to use the software provided by Norton here - https://norton.com/comcastmac7
It uses a totally different installer and was written totally different so it actually installs and works on MacOS Sierra and El Capitan.
Here is the procedure proviided to me by Symantec Technical Support:
(1) Do not download the Norton Internet Security for MAC software at https://constantguard.xfinity.com/products-and-services/norton-internet-security/ because it doesnt work and has not worked since it was released. Don't use that. Its not compatable with MacOS. It won't install or run properly.
(2) Download Norton Internet Security here - https://norton.com/comcastmac7
(3) Unzip the file.
(4) Click the Install Norton.app
(5) Let it download and install, reboot as prompted by the installer.
(6) if prompted after the installation completes, go to https://constantguard.xfinity.com/products-and-services/norton-internet-security/ and click on the Mac icon and request the install code or partner code. Copy the code, and insert it into the Norton provided app that you installed from step 3.
(7) After it is installed, make sure you choose to immediately download all applications updates via live update. Failure to do this will leave the software in an incompatable state that causes problems with your MacOS system. The version # after the update should be 7.4.3 as viewable in the "About Norton Internet Security" area of the application.
This Symantec build thats currenly only obtainable at https://norton.com/comcastmac7 fixes two problems: (1) It fixes the install problem and (2) it also fixes the crashing/starting/glitching problem that the version currently being served up by comcast casues.
Comcast ultimately must replace the version they are serving up to customers with the version listed in step # 2 above.
That simple resolution shown above should be something that EVERY SINGLE COMCAST AND SYMANTEC SUPPORT REP SHOULD HAVE IMMEDIATELY ACCESSIBLE.
Sadly, it took me 7 hours across 20+ phone calls and support chat sessions between Comcast and Symantec to obtain that basic corrective fix, because nobody that works at Comcast or Symantec have a clue as to what they are doing and nobody knows or understands basic computer technology, as evidenced by the technicians walking down all kinds of nonsenseical patheways that are immediately obvious to me that those are not going to bring us any closer to solving the problem.
I only got this fix because I was insanely persistant and got lucky to finally get a symantec rep (after 7+ hours mind you) who actually knew something about the symantec software they are supposed to support.
Yes, we had updated the Norton Internet Security(Mac) to be compatible with El Capitan. Please try to download the latest version using the instructions from http://customer.xfinity.com/help-and-support/internet/downloading-the-norton-security-suite/
I downloaded Windows 10 to brand new computer. Downloaded Norton Security Suite. NSS would not activate. I contacted Norton and they said I had to have Internet Explorer (or Edge) as my default browser. Not only did I have to have it as my default browser but I had to uninstall Google Chrome and make IE my default. Then NSS was able to activate and I reinstalled Google Chrome.
Hope this helps anyone having the same problem.
If you receive a message on your system indicating that your 'service has been cancelled' from Norton Security Suite, this means that your subscription was cancelled due to cancelling your Comcast High Speed Internet subscription. If you did not cancel your Comcast/Xfinity internet subscription and received this message, then your account was erroniously reported as cancelled.
You can contact Norton support for NSS at Norton.com/comcast, start a chat support session, report the issue. Please use the CHAT option on the right hand side of the following link.
same issue here, I can't even seem to find the new download to reinstall it
Try the following link:
Norton Security Suite will still be able to work normally if you take your computer to your work and will be able to download the definitions as well.
You may just require to sync with subscription server(on Comcast network) once in a day to stay active.
If you are a Comcast Broadband customer, it is free. Were you able to get Norton Secuirity Suite? Here is an FAQ article for getting Norton Security Suite from Comcast:
You can use this to get Norton Security Suite.
Thanks so much. I ran the removal tools (it looks like it does a deeper removal than the Uninstaller that accompanies Norton Internet Security for Mac. I have reinstalled and I will track the activation behavior and report back. Thanks again.
I am not a MAC user, so this may not work - or even apply to your situation, but it certainly sounds like you may need to clean all Norton/Symantec from that air book that is giving you problems and the following mentions Beta copies.
Let is know if any help.
I called support and they said,"Everything seems fine on our end. And we haven't had anyone else complain."
Your Constant Guard Customer Security Assurance Department won't even help me. That's not dedication! http://constantguard.comcast.net/dedicated-support/contacts
Now they've passed me over to Norton, which I'm still on hold with 25 minutes. Way to waste my morning Comcast!
I posted in the other thread but thought I would echo it here as well. This issue has been resolved. Norton for Mac can be downloaded in the normal location:
Please let me know if any of you are still having issues. I apologize for any inconvenience this caused and I really appreciate everyone's patience regarding this.
As of today Oct 11, I was able to download the software for my MAC.
mjstudioart - you have received a response on the Norton Forum:
I also found this older reposnse on the Comcast Forum which may be of help:
Sorry, I am not a MAC user - hopefully someone will come along who is and can assist you.
If you go to the following link, you'll find what might be helpful - the Chat option in Step 3 under Installation:
The only other thing I can suggest is going to the Norton for MAC Board and see if you can gain any help there.