This topic

Unable to install Norton - Server Error message

Kate76 — Tue, 29 Mar 2022 20:51:00 GMT

Could someone let me know if there is a solution to this issue please? I have read so many posts and suggested solutions to the same issue, but I am still getting the Server Error message. I have uninstalled McAfee, my status is Account Holder, my user name is my email. I don't know what else to try.

Many thanks in advance! 🙂

Re: Unable to install Norton - Server Error message

Kate76 — Tue, 29 Mar 2022 21:14:44 GMT

NOW FIXED

Re: Unable to install Norton - Server Error message

RobbieMac — Wed, 30 Mar 2022 15:37:23 GMT

Hi @Kate76

Thank you for posting back to let us know that everything is fixed now.

I'm sorry you were seeing a server error message when trying to change to BT Virus Protect powered by Norton. Can you post back and let us know how you got this issue fixed and I'll mark your post as the solution?

Thanks,

Robbie

Re: Unable to install Norton - Server Error message

Kate76 — Wed, 30 Mar 2022 15:52:22 GMT

Hi @RobbieMac, thanks for your message 🙂

I'm pretty sure the issue was that my user name was not my email address and it took a while to update. I have an extremely old BT account, so just had a word as my user name. I didn't realise that this would break the process until some extensive reading yesterday and found that I needed to update - hadn't been notified about this. I tried again after updating user name to ***@bt.com and it still didn't work, but waited an hour or so and tried again. I guess it needed to percolate through the system as it then installed perfectly. (I also uninstalled McAfee previously as this was apparently a potential sticking point.)

Re: Unable to install Norton - Server Error message

RobbieMac — Wed, 30 Mar 2022 18:03:38 GMT

@Kate76 wrote:

Hi @RobbieMac, thanks for your message 🙂

I'm pretty sure the issue was that my user name was not my email address and it took a while to update. I have an extremely old BT account, so just had a word as my user name. I didn't realise that this would break the process until some extensive reading yesterday and found that I needed to update - hadn't been notified about this. I tried again after updating user name to ***@bt.com and it still didn't work, but waited an hour or so and tried again. I guess it needed to percolate through the system as it then installed perfectly. (I also uninstalled McAfee previously as this was apparently a potential sticking point.)

Thanks Kate,

I am pleased to see you were able to get this sorted out. Back in the day you could have had whatever you wanted as your BT ID but now it must be an email address. Thanks again for posting back to let the Community know what fixed this for you 😊

Enjoy the rest of your evening.

All the best,

Robbie