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Error: "The upgrade you are attempting to install is not compatible with the currently installed product. Please contact your Internet service provider for the correct product upgrade…"

This message may appear when you install a new Norton product over an existing product from a service provider.

Uninstall your existing Norton product and install the new Norton product.

Uninstall your Norton product

  1. Press the Windows + R keys, to open the Run dialog box.

  2. Type in the following text, and then press Enter.


  3. In the list of currently installed programs, select the Norton product, and then click Uninstall or Remove.

    If you see "Another installer is currently running. Please wait for it to complete and try again." close this message, and then close the Norton Security installer alert that tells you "A problem has occurred that needs your attention". Once you close both messages, click Uninstall or Remove again.

  4. Follow the on-screen instructions.

  5. When the uninstall completes, restart the computer.

  6. After the computer restarts the new installation should start automatically. If it does not start, open the Norton installation files folder on the desktop and double-click NortonDownloader.exe to start the new installation.

    If you still cannot install your new Norton product, contact Norton Support.

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DOCID: kb20090806165709EN
Operating System: Windows
Last modified: 08/10/2020