I've tried it myself, all I do is click on the renew subscription link on his Norton 360, the subscription renewal window comes up, then the yellow animated bar starts going across a few times then the 'this file does not etc etc' window comes up.
There is nowhere in the process that you have to click to open a file.
Yes he's trying to update from within the Norton progam.
He's not had an email but I have just remembered that if his friends send him any links in an email ( and they are safe to open ) exactly the same window comes up. To open them he has to copy/paste the link into his browser ( I.E 7 )