topic Re: Device lock in Norton Mobile Security

Device lock

freddie13 — Thu, 02 Feb 2012 03:37:56 GMT

I have a problem (my own fault I guess) I have the Norton security and antivirus lite and anti theft plugin on my galaxy s2. I've switch from one provider to an other and now the device lock is active and asking for a password. Don't know the password or that I have given a password for the anti theft plug-in. I cannot use my phone any longer. Do you please have a solution for me?

Re: Device lock

erik_carlstrom — Thu, 02 Feb 2012 03:54:14 GMT

You say you have the plugin installed as well. Go to http://antitheft.norton.com and you can unlock it from there. Did you buy Norton AntiTheft as NMS Lite doesn't give entitlement for tthe NAT plugin.

Re: Device lock

smithy — Thu, 02 Feb 2012 05:00:27 GMT

freddie13 wrote:
I have a problem (my own fault I guess) I have the Norton security and antivirus lite and anti theft plugin on my galaxy s2. I've switch from one provider to an other and now the device lock is active and asking for a password. Don't know the password or that I have given a password for the anti theft plug-in. I cannot use my phone any longer. Do you please have a solution for me?

Hi freddie13

As Erik mentioned if your device has the Norton Anti-Theft Plug In installed you can

use it to unlock your device.

Log into the Norton Anti-Theft website using the link in Erik's post and using your

Norton Account details which would have been used to register the device with the

NAT Plug In.

Make sure the device is switched on and continue to Lock the device from the NAT

website, follow the steps and create a pin or password and complete the remote

lock prcoess.

When you start up your device or wake the device you should now see a different

lock screen and message enter the pin or password you created when you locked

the device from the NAT website and this will unlock your device.

Let us know how you go. :-)

Cheers:smileywink:

Re: Device lock

freddie13 — Thu, 02 Feb 2012 11:00:33 GMT

I have Norton AntiTheft somewhere from the internet as it is not availible here and cant buy it anywhre. Even when i go to the usa site i cant buy it. I'be thrown back to the dutch site with "error message" of an internal error

Re: Device lock

Andmike — Thu, 02 Feb 2012 14:14:13 GMT

Hi freddie13.

You said that you had the Anti-theft plugin installed. If that was the case then there is no need to buy Norton Anti-Theft just log into the site and use it (it uses your email address and you Norton password - this is just the same as your normal Norton Account details e.g if you have Norton Internet Security/360 or whatever. However if you have not got the plugin or cannot access the Anti-Theft website you should still be able to use one of your Buddies to unlock the phone. Norton Mobile Security currently demands that you set up at least two buddies who can unlock your phone with a SMS message. Have you tried asking one of them to help you?

Re: Device lock

freddie13 — Fri, 03 Feb 2012 00:16:28 GMT

I've been stupid for 2 reasons.1.... I dont know the product key that's asked for when i access the site via my norton 360 account.

2... I've selected my home number as buddy but i cannot send text messages from the home phone.

And i'm the only buddy as far as i know.

Re: Device lock

smithy — Fri, 03 Feb 2012 03:52:31 GMT

freddie13 wrote:
I've been stupid for 2 reasons.1.... I dont know the product key that's asked for when i access the site via my norton 360 account.
2... I've selected my home number as buddy but i cannot send text messages from the home phone.

And i'm the only buddy as far as i know.

Hi freddie13

As it seems you cannot use the Norton Anti-Theft Plug In to unlock your device because

you may not have registered it or activated it and you have set a landline number as the

buddy number instead of a mobile number, there is always the option that you could

do a reset of the device. This means you would loose all of your data, apps, messages

and settings on the internal storage of the device, but the Micro SD card if fitted should

be ok, you could always remove it before you do the factory reset anyway. :-)

Cheers. :smileywink:

Re: Device lock

freddie13 — Sat, 04 Feb 2012 23:47:09 GMT

Well, done a factory reset and the phone works again, and i put back the backup of the data. Now for installing NMS and anti theft and do it propperly this time (write down the key and making use of buddie's.

Thank so far.

Re: Device lock

smithy — Sun, 05 Feb 2012 00:05:29 GMT

Hi freddie13

Glad to help out :smileyhappy: it is good news that your Android device is working

once again.Keep track of your password or pin and make sure to keep the buddy

numbers up to date.And let the security and protection of Symantec Norton Mobile

Security do the rest for you in keeping you and your personal information safe.

And if you have any future questions or issues do not hesitate to come back to the

Norton Community Forums for assistance. :-)

Cheers :smileywink: