Problems Downloading Norton

[Bulleteer]

Trying to Install BT Norton on my Windows 10 PC – Help!

I have followed the process as instructed from the “manage” button on the MyBT security page and got a “NortonNSDownloader.exe” file which I clicked “open file”. I then get pop-up window saying “The app you’re trying to install isn’t a Microsoft-verified app” and giving me two choices to in which to proceed further. These being, either to “get apps from store” or “change my app recommended settings”. After being advised on the phone by BT resolution agent, I downloaded Norton360 from the Microsoft App store. The download was successful and all McAfee files were removed.

However, it now seems that I have downloaded the 7-day trial version of Norton and not the correct BT version! 

When I try to activate Norton it asks for a product key.  

When I log into BT it states I am still not protected (although I am until the free trial ends!).

I have tried looking for the correct app in Google Play, but can’t seem to access it on my PC.

So how am I supposed to get the correct version of Norton?

[NeilO · Accepted solution]

Hi @Bulleteer Thanks for posting, I'm sorry to see you're having problems installing Norton on your PC. 

Try the steps below then close and re-open the Norton installed file.

• Go to the Start Menu and select Settings
• Click on Apps
• In the Apps & features section go to Choose where to get apps then click on the dropdown menu and select Anywhere

Post back and let me know if that works.

Thanks

Neil

[Bulleteer]

Hi Neil,

Done that, but can't see how to "close" the file, only uninstall altogether by right-clicking the Norton360 file in the drop-down list of my apps.

But If I did that, wouldn't I still not be able to access the correct BT/Norton app, if I follow the same steps as before?

Thanks.

[NeilO]

Hi @Bulleteer The trial version of Norton 360 is not the same as BT Virus protect so you may need to follow the installation process for BT Virus protect again by following these steps.

1. Log in to My BT using the BT ID username and password with Account Holder status.
   To check the status, view Your Account details (hover over My BT to view the menu)
2. Select Your Security in the top menu bar
3. Scroll down to BT Virus Protect
4. If you are using BT Virus Protect for the first time, select Activate
   If you are an existing BT Virus Protect customer, select Switch to Norton
5. The status will change to Manage
6. Select Manage to go to the My Norton portal, where you can start installing BT Virus Protect

You will be asked to agree to an End User License Agreement (EULA) and start the download. At this point, you can also send a link that will enable you to install BT Virus Protect on other devices.

We recommend you only have one version of security software on your computer.

During the installation process, BT Virus Protect powered by Norton will detect any other anti-virus software (including BT Virus Protect powered by McAfee) on your device and offer to uninstall it for you.

If you prefer, you can uninstall it yourself. For the best performance, we recommend uninstalling all files and browser extensions related to your old anti-virus software.

Thanks

Neil

[Bulleteer]

Hello Neil,

Delighted to report that thanks to your help, I have now installed the correct (BT) version of Norton!

The trick was, as you said, to change the Apps and Features in my settings from "Microsoft" to "Anywhere" - then start the installation process afresh from the Manage button in MyBT Security. The trial version of Norton360 was removed during the installation of the BT version.

Thanks,

Barry.

[NeilO]

@Bulleteer Thanks for the update, that's great I'm glad it worked.

Thanks

Neil