A problem with product activation technology in Symantec`s 2004 consumer product versions (US and international English language editions) requires "a small number of customers to reactivate their software whenever they restart their computer".
"This can lead to a situation where product activation eventually fails because the user reaches the activation limit for that key," the company has stated on inquiry from ITWeb.
"This issue is the top priority for Symantec`s product activation development team," US media liaison states, but the company acknowledges that "the relatively small number of customers experiencing this...has made it difficult to identify the source of the problem. A fix will be made available as soon as possible."
Learning about it
To help facilitate troubleshooting, Symantec has placed a knowledgebase article on the Symantec support Web site that directs customers to run an automated support tool. "With the customer`s permission, the tool sends the user`s system information to Symantec engineers for detailed analysis," the company says. It states that engineers are working directly with a number of affected customers in order to better understand the issue.
Product activation is currently only included in Symantec`s 2004 US and international English-language consumer products.
Although Symantec says it is certain the number of affected users is small, it states that it is gathering data to identify the number of customers experiencing this problem.
It says that it "thoroughly tested its product activation technology before including it in the 2004 versions of the consumer products mentioned. In fact, Symantec pilot tested the technology in a quarter of a million copies of Norton AntiVirus around the world before releasing the 2004 line of products. No significant problems were detected..."
Product activation is an anti-piracy technology designed to verify that Symantec`s software products have been legitimately licensed.
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