About JonMcB_Norton

@1stClassYutz  I sent you a PM: Based on the serial number provided, it looks like your machine is on the right account and you should be good.  Let me know if that is not the case.   For anyone else with this scenario (product goes in to canceled state, reinstall through comcast works for a few days, then cancels again): Uninstall, reinstall through internetsecurity.xfintiy.com, then live update until current.  With the latest patch from development that I mentioned in a previous post, that process should clear the issue up.  If not, let me know. ... View more

@1stClassYutz: I've been working with Norton Engineering on identifying the cause of some customers repeatedly getting cancellation notifications after an uninstall/reinstall was successful (for a few days/weeks).   A patch was released this afternoon that should resolve the issue for just about everyone with that situation. Since the product is in a cancelled state, you are going to need to uninstall/reinstall from internetsecurity.xfinity.com   Once it is reinstalled, and before running Live Update, go to Help-About in the Norton Security Online interface (access through tray icon) and PM me the serial number. Then run live update repeatedly until it says there are no more updates available (this may ask for a reboot or two).    Once it is completely updated, go to Help-About in the Norton Security Online interface (access through tray icon), and get the serial number (should be the same, but just in case it is diffferent...).  Add that serial number to the PM.  Please only Private Message (PM) the serial number and don't post it in the forum. That way, if you run in to a problem, I can look up the account(s) in our database and see what may be the problem. ... View more

The Norton products themselves are not free.  However, Comcast offers Norton Security Online free to Xfinity Internet customers as a benefit of the Internet service. If you could expand upon the message you are seeing and the context in which the issue occurs, we may be able to help you more. ... View more

If it is asking you to enter the pin, you could be using the wrong Norton Account to log in.  If you cannot guess what Norton Account you originally used to set up Norton Security Online from Xfinity, PM me and I can have someone from support reach out to you to help you figure it out. ... View more

@JCBP   It sounds like the username and password combination you are mentioning is the Norton Account page? After clicking to get the product from internetsecurtiy.xfinity.com, you have an authentication from xfinity, that is generally automatic, unless you are not at home or are using a VPN. After that, you end up at the Norton Account page to start your subscription (or log in if you already have one).  This is not your xfinity login, this is a Norton account to access and manage your Norton services.  If you haven't set that up yet, and it sounds like you may not have, click the tab to create a Norton Account.  ... View more

The partner code is "Xfinity" ... View more

Did you recieve a screen asking you for a pin after the Norton Account login page? If so, this would indicate you are using the wrong Norton Account to log in - did you previously download NSO and use a different Norton account or someone else in your household? Perhaps in the usage of Norton Security Suite you created a Norton Account?   Your answer is a different Norton Account and not the PIN. ... View more

@kathybeck9235 Could you let us know what platform you are installing on (Windows, Mac, Android, iOS) and perhaps provide a detailed description of what is going on/how you got there?  We need more information on the context of your problem.   Thanks ... View more

Partner code: Xfinity   What are you trying to do?  In general, if you are installing through the button on internetsecurity.xfinity.com or from "add devices" from within the product, you should not have to enter a partner code anywhere.  Let us know where you are at and what you are trying to do and maybe we can help you out. ... View more

I sent you a PM ... View more

@anni679   I'll send you a PM; I'd like to try to help! ... View more

@Rinpengu, I've sent you a PM, please respond - I'd like to look at your account and see if I can help. ... View more

Hello,   This is a set of educational messages to help Norton Security Suite users learn about features and benefits of the product.  These messages are of an educational nature to help people learn more about how to utilize their Norton product to stay safe online. If you are not interested in learning more about the topic, simply click "No thanks, please do not show again" to dismiss the alert.  I believe there are two more after the one you just posted.   Thank you for your feedback, I'll let the appropriate teams know of your comments. ... View more

@  aardvark777 "Yes, the PINs are different. " - If the pins are different, one pin was most likely cancelled and the only way to fix that is to go through the comcast product page to download and reinstall.   "But even after I provided the Norton tech with my Comcast PIN and he removed and reinstalled NSS using the Comcast PIN, the file on the computer still shows the old PIN dated 2012! "  - The file with the pin number is a text file for your reference and is not used by the program from a licensing perspective.   "When I try to remove and reinstall, the installation program never prompts me for a PIN or to activate the program.  Is there a way to reactivate after installation?"  - By default, if you go through the comcast product page to download and install, the pin will be injected in the download and you should not have to enter it.  Go ahead and run live update until it is current (security tab in the interface.. run about 5 times and a reboot in the middle to get to 22.14).  Make sure it is in a green "you are protected" status with no orange or red error messages.  ... View more

Here is the product page for Norton Internet Security for Mac from Xfinity.  I just ran through the steps on my mac and it worked fine.     https://constantguard.xfinity.com/products-and-services/norton-internet-security/   Click to start Copy the pin Click to download Paste the pin click to install locally ... View more

Changing the pin in the document will not resolve the issue.  You'll want to reinstall through the Comcast website so that it uses that new pin number in the installation.  It sounds like at some point your account number with Comcast must have changed.  ... View more

Also, go ahead and run Live Update until it is current (from a clean install of NSS to current would be about 4-5 times, with a reboot in the middle).  Current is 22.14, which you can see in the help-about window.  There was an issue between 22.11 and 22.12 causing it to tell you that activation was required, which sounds like what you were running in to in the beginning. I had that issue cleared up, so you should be good there as well. ... View more

@mackschwing  Your issue sounds different than those in this thread. I've sent you a PM ... View more

Sending all three of you PMs .. Essentially, that message will appear if you’ve cancelled your xfinity internet subscription. If you’re a current paying xfinity internet subscriber and get the cancellation notice, something is wrong in one of our databases and we would need to investigate. ... View more

Sending you a PM  ... View more

Also, if you don't have it in the text file above, you can go through the link on the Xfinity product page to download Norton Security Suite.    https://constantguard.xfinity.com/ The pin number will be listed on the download page (you dont have to download and install to get it. It is just on the download page after Comcast authenticates you and authenticates with the Norton servers).  Dont post or share your pin publicly. ... View more

Hello,  Go to https://constantguard.xfinity.com/ and click on the Windows icon next to Norton Security Suite (see below).  Write down your PIN number from the Download page and save it for later if needed (dont post it here or share it).   ... View more