• All Community
    • All Community
    • Forums
    • Ideas
    • Blogs

Not what you are looking for? Ask the experts!

Kudos0

How do I find my Phone using Norton Mobile Security and Antivirus?

I lost my phone.

Replies

Kudos2

Re: How do I find my Phone using Norton Mobile Security and Antivirus?

Welcome to the forum WilliamD'Angelo,

Sorry to hear you have lost your phone but before we can help we probably need a little more information.  

The simple answer maybe to send the phone an SMS message from another phone - "locate PASSWORD"

Where PASSWORD is the password you set up when you enabled the Anti Theft capabilities, but this will only help in certain cases.

What version of Norton Mobile Security did you have on the phone?  Was it an old Beta version, or the newer "Lite" version which is the free download from the Android Market, or the "Lite" with the paid upgrade, or what it sometime called the "retail" version where you buy a license from someone like Staples and then download via the internet?  It might also help to know what model of phone and version of Android, and when you last updated the Norton software.

While I'm in question asking mode, do you happen to know if the GPS capabilities of your phone were likely to have been enabled when you lost it?

I look forward to hearing from you and hope that we can help.

Mike
Kudos0

Re: How do I find my Phone using Norton Mobile Security and Antivirus?

Some additional options may also be available if you installed the latest updates, which have given our phones the additional options of the Web-based Anti-Theft add-on. With the add-on installed, you could sign into your account at http://antitheft.norton.com/ and view the approximate last known location of your phone on a map, cause it to emit a loud "scream" noise to encourage a thief to ditch it, etc.

If you only have the Lite (non-paid) version, you should issue the command, lock password (again, where password is the NMS pasword you established for your device); even though the free version does not support advanced functions like locate, wipe, or scream, you can at least make sure a thief cannot access your phone while they have it.

Kudos0

Re: How do I find my Phone using Norton Mobile Security and Antivirus?

I guess one of the Buddies you included in Set Up as person who can Unlock your phone if you somehow lock yourself out is going to have to text "scream [whatever your Anti-theft password is]".   Anti-theft (if I'm ever able to login again) provides text commands such as:

  •  to unlock your phone, have buddy text UNLOCK", 
  • to find misplaced phone, "SCREAM [whatever p/w is]"
  • to locate phone, "FIND [password]

However - it's unclear to me if one of the Buddies is also supposed to text these commands, as the only time the words "have buddy text" is for UNLOCK! 

Kudos0

Re: How do I find my Phone using Norton Mobile Security and Antivirus?

impatienceXtrm,

To clarify.  The buddy is set up specifically for unlocking in case you're forgotten your password or when changing your password if you've forgotten it.  If you know your password you can use any of the commands from any phone.  

Kudos0

Re: How do I find my Phone using Norton Mobile Security and Antivirus?

Erik,

I have just downloaded the app from google play for samsung galaxy 3. There is no information in the app to guide me to the set-up or online page from which to set up. right now i'm feeling like the money spent has been a joke. I founf the antitheft page finally and now I can't login because i haven't been sent an email with the product code. What do I do to get this sorted out ro get my money back?

Kudos0

Re: How do I find my Phone using Norton Mobile Security and Antivirus?

Hi skyerussell81

Welcome to the Norton Community Forums.

When you installed Norton Mobile Security Lite from the Google Play Store it

prompts the user to sign in with your Norton Account details or to create a new

Norton Account to activate the Lite features and to register the device.

Then if the user is happy with the Norton Mobile Secuirty Lite (NMS) app and

want the full features of the paid version then the Upgrade option is used.

So did you skip the sign in process with the initial setup .?

If you did sign in and register NMS then you can access the web based Anti-Theft

features from the NMS Control Panel from the link below-

https://mobilesecurity.norton.com/

Just sign in with your Norton Acount details used with setting up the NMS app.

If this does not work have you tried to uninstall and download NMS again from the

Google Play Store then open the NMS app and swipe thru to the sign in page and

sign in with your Norton Account details and see if this activates the paid version.

If you have already purchased NMS upgrade once do not choose that option again.

If it does not show the full paid version it might be worth contacting the friendly support

staff for free via the web at Norton Support Live Chat.

They are great at resolving licence issues just use the link or URL below-

www.norton.com/chat

Follow the steps and fill in the required info and select Chat Now if needed. :)

Also make sure you have the Gmail email receipt handy from the purchase of NMS

as the support staff will need some of the details to assist you. :)

Keep us posted and let us know how you go. :-)

Cheers.

Kudos0

Re: How do I find my Phone using Norton Mobile Security and Antivirus?

I'll work through the steps and let u know!

Kudos0

Re: How do I find my Phone using Norton Mobile Security and Antivirus?

Turns out the purchase never synced properly with their servers. SO after 4 HOURS on the chat with them on a Monday morning they finally got me to download an old version that they could update for for free. If I hadn't already paid for the product i would have told them where to go. Next phone will not have Norton anywhere near it and i certainly will be steering friends well clear of the product.

Kudos0

Re: How do I find my Phone using Norton Mobile Security and Antivirus?

Hi skyerussell81

Sorry you have had such issues with your Norton Mobile Security

product for your Android device.

It really sounds like a one off issue with a glitch with the Norton

servers as i have not heard of this problem before.

Hopefully from now on Norton Mobile Security will protect your

Android device with no more issues.

If you have any issues or questions in the future you can always

come back here to the forums and we will do our best to help. ;-)

Cheers.