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

Not what you are looking for? Ask the experts!

Kudos0

Norton Mobile Renewal

I've been trying to update for two weeks now, but keep getting errors.  The Update website doesn't have Mobile Security listed as a program.  When I try to go through Norton Management (clicking the renew button for Mobile Security under my tablet) I get a "general error" with a link back to "Management Home".

How can I renew without losing my backups, etc.???  I only have 5 days left.

Replies

Kudos0

Re: Norton Mobile Renewal

Hi grinsby77.

Welcome to the Norton Community Forums.   :-)

Do not worry five days is lots of time.  

Can you tell us which version of Norton Mobile Security you are using and where you got it from?

Have you run "Live Update" recently?  If so did anything noticeable happen?

The normal way to upgrade Android apps is to link to Google Play and update from there.  Do you normally do that and if so has there been any suggestion that NMS was updated?

I look forward to hearing back from you.

Mike
Kudos0

Re: Norton Mobile Renewal

I'm running version 3.2.0.769 on a Toshiba Thrive tablet running Android 4.0.4.01.  I did download through Google Play (or whatever it was called last year).  No, I have not received an update notice through Play or Norton, for that matter.  I just check my "installed" apps in Play and Norton Security & Antivirus is showing up.  Which brings up another question:  what exactly is the name of the program - Norton Mobile Security or Norton Security & Antivirus?  Been seeing both while researching.

Seems like I'll lose any "historical data" if I have to re-install/re-purchase.  Not that I'm too worried.  Don't have anything pressing in my old backups.

Kudos0

Re: Norton Mobile Renewal

Forgot to mention - I run Live update every couple of days - nothing there but definitions.

Kudos1

Re: Norton Mobile Renewal

Hello again grinsby77.

It looks to me as if all is well.  You have the latest version and I believe that in about 2 days the software will start nagging you to renew, and should facilitate your doing so.  This may seem a bit odd and this will hopefully change in the future but at the moment there seems to be no way to start the renewal process more than about 3 days before licence expiry.  

So I suggest that you keep an eye on this over the weekend and let us know what happens early next week.

As for the name.... well most people call the app Norton Mobile Security but the name shown for this app on Google Play is Norton Security & Antivirus (or even Norton Mobile Security Lite - for the free version with limited features) they are all the same app and the capabilities now include all those that used to be in Norton Tablet Security.  Confused.... well I wouldn't be surprised.  I think this is done to try and confuse the malware producers .... it certainly works for me.  ;-)

I hope that answers your questions.  If not come back and say so.

Good luck.  I look forward to hearing back from you next week.  Hopefully with good news.  ;-)

Mike
Kudos0

Re: Norton Mobile Renewal

Thanks...I'll keep an eye open for the prompt. Just not a big procrastinator...
Kudos0

Re: Norton Mobile Renewal

Well, I finally got the "Renew" button.  I click it, then the button that says "Renew My Subscription", but it takes me to a page that states "mfpageNotFoune - Sorry! We could not find the page you requested!"

Any other ideas?  Should I just re-install and hope it works better next year?  My account shows the program as expired, but my tablet says 1 day left.

Thanks,

Kudos0

Re: Norton Mobile Renewal

Hi grinsby77.

Not having much luck are you!

I am aware of a few web link issues at the moment and have drawn this one to the attention of Norton.  All I can suggest is that you might like to try it again and see if the link now works or just uninstall and start again with a new subscription.  Sorry that the experience is not being what one might hope for.

Good luck with whatever you try.

PS you might also like to unmark this thread "solved".

Mike
Kudos0

Re: Norton Mobile Renewal

I've already started the uninstall/install process.  And I "unsolved" the thread.  Thanks for your help - thought we had it when the renewal prompt started showing up in the program.  Hopefully, Symantec will having the renewal process working better next year.  Haven't had problems with other Norton programs on other computers.  Thanks again...

Kudos0

Re: Norton Mobile Renewal

I just wish I could have been of more help grinsby77.

As you say - next year all should be well.  The product and the technology will be a little more mature and hopefully we will all be a little wiser.

Good luck.

Mike
Kudos0

Re: Norton Mobile Renewal

I am having the same issue of trying to renew my NMS.  Running on Android phone, purchased through Norton website.  On the website it shows me the renew option, but when I click on the renew tab for Mobile Security it goes to Norton 1, and other options that I either already have on my computers.  BUT does not give me an option to renew NMS.  When looking at my account page it shows that I have actually purchased TWO NMS, even though I only have one smart phone that I am running it on.

Kudos0

Re: Norton Mobile Renewal

Hi denshadow.

Welcome to the Norton Community Forums.

Sorry that you have had this problem.  As it appears to relate to the Norton website I have drawn it to the attention of the team, but it is the weekend and it may be a while before they can get around to checking it.

How far are you from your licence expiring?

If the licence expires and you do not want to wait for a fix you always have the option of un-installing and then getting a new licence.

All the best.

Mike
Kudos0

Re: Norton Mobile Renewal

Hello again denshadow.

Some good news and some ......

I have been told that there is a known issue with the renewal page on the eStore in several countries.  It might be interesting to know what country you are in and the language the device is using.

And not only are Norton apparently aware of the issue but they plan to issue a patch.  Sadly that is not likely to be until towards the end of May, so that will probably be too late for you.

Under the circumstances I suggest that it would be best for you to uninstall the app when it expires and then start afresh with a new install.  Given that you have odd licences showing on your mobilesecurity.norton.com account page I would suggest that after un-installing the app you should log on to the mobilesecurity.norton.com website, delete the old and out of date licences and then select - add a new device.  Hopefully that will work and the webstore will be sorted by the time your renewal comes around again.

Let us know if you have any other questions.

Good luck.

Mike