Can't update from McAfee to Norton

[Sheila4]

The McAfee website directs BT users to a phone number which diverts them to BT. I am still waiting for a call from the specialists for this problem. However I downloaded cleaning software as suggested and like magic it found the remaining McAfee files and I was able to download Norton! Thank you all for your help and encouragement- it is always unnerving downloading software you aren’t familiar with, but it was the answer.

[Redsox]

I have just discovered the issue seems to be with "Account Manager" vs "Account Holder". My friend for some reason is listed as "Account Manager". We just changed him to "Account Holder" and the Norton link now works.

Still don't have an answer from BT. This seems something which BT should know and easily fix, or at least advise people of the solution. Or they could improve the error message to a useful one which says you must be the Account Holder to do this.

[gg30340]

If you read the BT Help page " How to install etc etc" it clearly states you must be the account holder.

https://www.bt.com/help/security/anti-virus-software/what-is-bt-virus-protect-and-how-do-i-get-it-

[Redsox]

Thanks.

I still think a more useful error message would be helpful.

[Anonymous]

I’ve tried it as Account Holder without success. I see some folk removing McAfee first. However my error message says something about privileges that should be moved from admin to normal. I’ve done that without success.

message reads 

Microsoft Edge isn’t responding because an existing instance is running with elevated privileges.  Would you like to restart with normal privileges.”

I click Yes and nothing happens.

please help.

[Redsox]

My issue with the Norton "Server Error" is now resolved.   I'll summarise here in case it helps others.     It relates to a friend's account (John) who I was helping.

1.  John had never accessed "My BT" before, but he did use BT email.   When we logged him in to MyBT with his BT email details it said he had no products.   BT support (via online chat) sorted this out, and we were able to see his Products etc.   We didn't notice that for some reason they setup the account as "Account Manager" rather than "Account Holder", this would prove to be the key.

2.  While the help file says you need to the the "Account Holder", John is the "Account Holder".  We had no idea that BT had a concept of "Account Manager", nor that they setup the account in this way (above).  We raised a support request with BT.

3.  BT came back some days later and (wrongly) said the issue was the PC was using Windows 10 S mode, and closed the ticket.

4.  It was on one of these forum threads my wife spotted a post talking about Account Manager vs Account Owner, and so we checked John's account with him - he was "Account Manager".   We changed it to "Account Owner" and it now is installed.

[NeilO]

Hi @Anonymous I'm sorry to see you're having problems changing over to Norton. I haven't come across that error message in direct relation to a Norton installation issue and a quick google search indicates it's an Edge browser error. Is it possible for you to try an alternative browser for example Chrome to see if that will work? 

Thanks

Neil

[Anonymous]

I’ve installed Chrome and this failed too.

if I click on the Support button I don’t get any further message.  So an unsatisfactory outcome but different from before.

Do BT test changes like this before imposing them?  Thank you.

[gg30340]

BlackfordJ

Yes BT test them but what usually happen is that people who have a modicum of knowledge about computers are the people who volunteer to be the testers and as a result they find it fairly intuitive to navigate the system unlike a less informed user who is the end user.

This results in a skewed perception that the customer knows how to carry out what knowledgeable find easy and other find extremely difficult.

Perhaps if more people who have limited IT knowledge signed up to to the BT testing program it might reflect the customer base better than what it seems now.

[Anonymous]

Thank you 🙏