Resolved after 5 days 16 hours, affecting Norton Ebooks and Norton Illumine, on November 12, 2025.
We have received reports of some users' ebooks loading in "demo mode" with limited access to chapters, despite having purchased full access. In a majority of cases, the problem can be resolved by clearing the browser cache. Instructions for specific browsers are available at https://knowledgebase.wwnorton.com/help/clearing-cache If you experience this problem and clearing cache does not resolve it, please open a ticket with Norton's support team at https://support.wwnorton.com/request Our support and engineering teams are actively investigating a root cause and will provide updates via this channel.
Affected components
Update timeline
- identified Nov 12, 2025, 10:20 PM UTC
We have received reports of some users' ebooks loading in "demo mode" with limited access to chapters, despite having purchased full access. In a majority of cases, the problem can be resolved by clearing the browser cache. Instructions for specific browsers are available at https://knowledgebase.wwnorton.com/help/clearing-cache If you experience this problem and clearing cache does not resolve it, please open a ticket with Norton's support team at https://support.wwnorton.com/request Our support and engineering teams are actively investigating a root cause and will provide updates via this channel.
- resolved Nov 18, 2025, 02:22 PM UTC
This incident has been resolved.
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