Norton 360 1 Device

[Bartie Spalitto]

Thishas been an ongoing issue for several months now. I have tried using an Incognito window to ignore any existing cookies or sessions, and I have also tried using a completely different computer and web browser which has never logged into my.norton.com before, so that existence of any existing cookies or other data is eliminated. The results are still the same.

Yes, I have contacted Norton support regarding this. Unfortunately, Norton support's information apparently directs them that "Amazon must manage this subscription", because the subscription was purchased from Amazon. That doesn't make sense to me, since Amazon doesn't have any visibility into the devices for which my Norton 360 subscription is being used. It's norton.com and my.norton.com which manages this information.

But I went ahead and contacted Amazon anyway since Norton support wasn't going to proceed. But of course Amazon doesn't have any way to administer this "Manage Licenses" list on my.norton.com. The only "manage license" capability that Amazon has is to associate my Norton.com account to my Amazon shopping account, in order to entitle and register me as having an active Norton 360 subscription.

Amazon does not have any visibility into which machines or devices my 10-user Norton 360 subscription is being used on. Never mind the fact that I've used "Manage Licenses" successfully on my.norton.com in the past, and the failure is only a recent issue.

I've been assuming it's just a misunderstanding or mistaken search match for them, confusing the "Amazon-purchased entitlement to the Norton 360 subscription itself" (which yes, I would need to talk to Amazon if I had a concern with this) with the management of individual device licenses within that Norton 360 subscription (which is 100% Norton's concern, to my knowledge).

But I've tried three times on three separate Norton support cases, and cannot get them to recognize that this is a functionality issue with my.norton.com itself. They claim being unable to manage anything about my account, because "it was third-party." It might even be true that the Norton support agents are blocked from taking some action they would normally take; but it's still a problem that needs escalated within Norton support, not Amazon.

I don't get a license management that looks like your screen shots, for what it's worth. The license management I see (and Norton support keeps directing me to the documentation for) is what you see in "Method 2" in this support document:

Note the devices I need to remove from the license list are no longer in my device view on my.norton.com. They were successfully and automatically removed from the device list when I uninstalled the software from the machine. But they have not been removed from the license list. Meaning what is described as "Method 1" in the support document is not possible, and/or already happened, because the devices are no longer in the device view of my.norton.com.

Understood. I've "seen" that option, although it seems as though it's not supposed to exist for me. The first time I enter the my.norton.com page, the "Manage Licenses" option in the drop-down under View Devices MAY be shown to me. Or it may not be shown, and "View Devices" and "Download" are the only two options in the drop-down. If I refresh the page, or go to another account page and come back to this page, "Manage Licenses" will definitely NOT be offered in the drop-down.

But it's a moot point, because even when "Manage Licenses" IS offered in the drop-down, selecting "Manage Licenses" from that drop-down simply ends up taking me to the "download to this device, or download to another device" page. It does not take me to any kind of license management capability, nor to the page you're successfully accessing and showing in your screen shots when using this method.

In your screen shots where you used the same "Method 2" that I am using, I get the "Remove License [Cancel] [Remove]" prompt you're showing. But upon confirming "Remove", that's when I see the web interface has made a request which receives an HTTP 500 (internal server error) response, and simply "nothing happens". Meaning the confirmation prompt goes away, but the device is still in the license list.

It's feeling like the my.norton.com interface or back-end got updated in a way where now certain product SKUs simply aren't handled successfully or as expected. Even though they used to be handled successfully. I'm just guessing, but it was sometime in 2022 when I last successfully removed a device from the "Manage Licenses" list using Method 2 on this same Amazon-based subscription.

I suppose it's possible that "any device assigned a license after a certain date" is what's failing to be removed. Meaning the last one I successfully removed may have been successful not because of "when" I removed it, but because of when the device had been originally installed. From my obfuscated screen shot earlier, the devices with install dates "11/16/2020" and "6/14/2023" are two I have tried to remove which fail. Not shown in my screen shot, further up the license list, there is also one from "9/5/2023" which fails to remove.

All: Error 500 is always a "server side" issue and will be on the part of Norton services to correct. Where a product was purchased has no meaning no bearing regarding Norton management of its services. Norton manages all accounts and subscriptions that are active. Support should be gathering data from customers and creating tickets for resolution.

I posted here after my most recent attempt to drive the issue up Norton support chain failed, again, just in case anyone here knew a button to push to make Norton look at their server-side issue. Or in case anyone here was Norton support and could push the issue o the right Norton web development team. Or in case anyone here knew of a way to hack around the web license management request in a way that would avoid the HTTP 500 failure being received.

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Your purchase of Norton 360 Deluxe and Norton 360 with LifeLock plans also includes Norton Mobile Security. Get its features and additional protection for your devices, online privacy and personal information, all in a single solution.

Your purchase of Norton 360 Deluxe and Norton 360 with LifeLock plans also includes Norton Mobile Security. Get its features and additional protection for your devices, online privacy and personal information, all in a single solution.

3 If your plan includes credit reports, scores, and/or credit monitoring features ("Credit Features"), two requirements must be met to receive said features: (i) your identity must be successfully verified with Equifax; and (ii) Equifax must be able to locate your credit file and it must contain sufficient credit history information. IF EITHER OF THE FOREGOING REQUIREMENTS ARE NOT MET YOU WILL NOT RECEIVE CREDIT FEATURES FROM ANY BUREAU. If your plan also includes Credit Features from Experian and/or TransUnion, the above verification process must also be successfully completed with Experian and/or TransUnion, as applicable. If verification is successfully completed with Equifax, but not with Experian and/or TransUnion, as applicable, you will not receive Credit Features from such bureau(s) until the verification process is successfully completed and until then you will only receive Credit Features from Equifax. Any credit monitoring from Experian and TransUnion will take several days to begin after your successful plan enrollment.

8 Video Supervision requires a browser extension on Windows and the in-app Norton Browser on iOS and Android. It monitors videos viewed on YouTube.com (but not YouTube videos embedded in other websites or blogs) and on Hulu.com (but only on Windows). It does not work with the YouTube or Hulu apps.

12 Identity Lock cannot prevent all account takeovers, unauthorized account openings, or stop all credit file inquiries. The credit lock on your TransUnion credit file and the Payday Loan Lock will be unlocked if your subscription is downgraded or canceled.

** Service can be used once every 90 days. You acknowledge our ability to submit a deletion request on your behalf depends on the presence of your personal information on the data broker sites we monitor.

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