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Details:
This document explains how to download the Symantec Norton product that you bought from the Symantec Store and gives the first steps for installing them.

This document does not apply to security or virus definition subscriptions. For help with subscription issues, read the document How to fix subscription problems.

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Note:

• If you bought the product but did not download it at that time, or you mistakenly left the online Symantec Store before downloading the product, go to the Symantec Store Web page and enter your order number and password to locate your order.
• If you do not have your order number, go to the Symantec Store Web page and click Email address to locate your order.

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The following procedure explains how to download the product after you completed the buying transaction at the Symantec Store and you are still at the "Thank You for Your Order" Web page.

In the procedure, you will download a download manager file, setup.exe, and then run the setup.exe file to download the product. Note that the procedure downloads the product, but does not install it. To start the product installation, read the "Preliminary steps for the installation" section in this document.

To download a product

1. Click the "Download" button (circled in red in the following image). This downloads the setup.exe file for the product that you bought. (Norton AntiVirus Professional™ is used in this example.)
   
   
   

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   Note: If clicking the "Download" button does not work, you can also right-click the "Download" button and select "Save Target As" or "Save File As." Keep the file's current name and save it to the Windows Desktop (to make it easy to find). Skip to step 4.

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2. After you click the "Download" button, a File Download dialog box appears on the page that you are viewing. Click the Save button.
   
   
   
   
3. A "Save As" dialog box appears similar to the following. This is where you choose to download the setup.exe file. In the "Save in" drop-down box, select the location where you want to download this file (we recommend saving the file to your Desktop), Click the Save button.
   
   
   
   
   As shown in the following image, a progress dialog box briefly appears indicating the progress of the download. The setup.exe file is saved to the location that you selected in the Save As dialog box.
   
   
   
   
4. After the setup file downloads, you should see an icon similar to the following (depending on the program downloaded) on your Desktop or wherever you saved setup.exe. Double-click the icon.
   
   
   
   
5. The Download Manager dialog box (similar to the following) appears. Click the Start button (circled in red) to continue the download process for the Symantec product. If you want to start the installation immediately after downloading, ensure that the "Launch program when download completes" is checked.
   
   
   
   
   In the dialog box that appears, select the location to which you want to download the product file (*.exe). The Desktop is recommended.
   
   
   
6. Once the download completes, look for an icon similar to the following:
   
   
   

Preliminary steps for the installation

1. Double-click the icon (see above for an illustration of the icon).
   
   The following dialog box appears:
   
   
   
   
2. Click install. the following Scan for viruses dialog box appears:
   
   
   
   This scan can take a while (If you think your computer is virus free, you can click No to skip the scan). Click Yes if you prefer to scan for viruses before the product is installed.
   
3. The Setup dialog box appears.
   
   
   
   Click Next and follow the prompts in the installation instructions. When the installation completes, restart the computer.

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Note: If you have any problems with the installation of the product or want additional installation information, use the Product Support Web site to search for a document in the product knowledge base.

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Problems that may occur while downloading

• Your connection times out
  Check with your Internet Service Provider (ISP) that your connection to the Internet is working correctly. Once that has been confirmed, try connecting to the download site again. If you still experience problems, try again several hours later (the site may have experienced a large volume of users or may be temporarily down).

• Cannot complete download
  Your computer did not make a direct connection over the Internet to the secure server. If one of the host computers is off-line, overloaded, or having other problems, your connection may be slow or unreliable and as a result your download time will be longer. If this occurs, check that your connection with your Internet Service Provider (ISP) is still working, and then try the site again later.

• Other download difficulties
  If you continue to experience difficulties during your download, you may restart the download process by returning to your order and clicking the Download button. If you cannot find the file you have just downloaded, go to the location of the file download and look for an icon labeled "setup.exe."

If you need additional assistance downloading your program, contact Symantec Store Customer Service.

Document ID: 2003111313344256
Last Modified: 10/26/2005
Date Created: 11/13/2003
Product(s): Download Assistance

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