Activation Fails
I just purchased Symantec BESR 8.5 Desktop. When it arrived, I opened the Symantec Envelope, installed the software on my computer and then entered the licence key when it asked me to upon first time I opened it.
when I entered the Licence Key, it displayed the error: "Cannot activate this product using the licence key . The licence key is not valid. Please enter the correct licence key" (it quotes the licence key back to me as well)
When I phoned Symantec, I spoke to the Activation department. They told me that my Licence key is correct and is valid, they transferred me to the technical department. The technical department asked for my business name ect. I told them that I did not have one as I was a home user. In the end, I gave them my business name (which I registered incase I ever got into a rediculous situation like this.. I never use my business name) The technitian then proceded to tell me that I needed to purchase Symantec technical support agreement so that he could assist.
I told him that I did not want technical support, I just want to activate my product. after about 2 mins of argueing, he then offered to put me through to Symantec Customer Care, who, again checked my licence key and confirmed that it was correct, and told me that I need to either purchase Technical Support, or go to this forum where I could possibly get free support.
He said that it is possible that I have installed the software incorrectly.. (not sure how as I used the CD that came with the licence, and clicked the default buttons) I have installed BESR 8.5 at work 100 times before with no problems, so I know that it is installed correctly. It is also working correctly when I click cancel to the activation wizard and use the trial.
Please tell me why my licence key is displaying as invalid.
Comments
Activation Woes
Where any previous versions of BESR ever installed on the target computer? Sometimes a faulty uninstall or upgrade can leave behind either components or registry entries that could cause the activation process to fail. There could also be some non Symantec product installed that is interfering with the activation process. I've run into this situation more than once with different software vendors
Version 8.5 has the ability to cold image the system from the SRD. The cold imaging process asks for your license key in order to proceed. If the cold imaging process from the SRD will not accept your license key, then you have a stronger argument for either defective media or a defective license key.
If the cold image process fails, can you build a clean system and try activating your product on it to test the presented theory? Even if you don't have a spare computer at home, you should be able to image the system in trial mode and restore it after your testing is done.
Having a support contract does make dealing with Symantec a bit easier, but I can understand why you would not want this with a home use product. However, you still have rights as a consumer and in the U.S. every state has a consumer advocacy department. Before going that route, both parties involved have to make an honest effort to resolve the issue. I've often times had better luck calling a company's customer support department a second time and got somebody that could help with the problem. Try the suggested diagnostics, and if they don't work, try calling customer care again. Be calm and present yourself as giving Symantec an honest chance to resolve the issue. Symantec has contracts with numerous state agencies throughout the US, so they don't really want to risk jeopordizing them. You'd be surprised how much influence a state's consumer advocacy department has on suggested contract renewals.
What OS are you installing
What OS are you installing BESR on?
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