topic Re: Norton License Expired?? in Norton Mobile Security

Norton License Expired??

DLyle — Thu, 01 Mar 2012 11:13:57 GMT

My NMS license was purchased on 2/12/12 and runs until 2/11/13. The product has worked fine until this morning. When I open it, the "Web Anti-Theft status" screen indicates "Norton Security license expired". When I click on the message, the regular NMS screen is displayed listing Anti-Theft, Anti-Malware, Call & SMS Blocking and Web Protection. The Subscription status bar at the bottom indicates 348 Days Left. I also kept getting notifications that Norton Anti-Theft has been disabled.

Anyone know what can be done to correct this?

Re: Norton License Expired??

ttcwalk5 — Thu, 01 Mar 2012 13:28:46 GMT

I have been having the same problem since February 21, 2012. I go to Norton support, they correct it only for it to happen again a few days later, it's very frustrating. Support keeps saying it is a server issue and they are working on a fix to correct it. Hope that fix comes out pretty soon as I'm getting to the point of canceling, getting my money back and switching to MacAfee or some other internet/virus package. If anyone out there knows when the "fix" comes out, it would make me happy to stay with Norton.

Re: Norton License Expired??

pmilo1 — Thu, 01 Mar 2012 17:39:31 GMT

Yesterday this also happen to me. I purchased NMS on 11/27/2011. Now it states that the License has Expired. On my phone it says I have 271 Days Left. I have been with Norton Products for decades and all my computers have always been protected my Norton Security. I have never had any problems such as this. Previous the NMS app had a rough start. Lets get it together Symantec... I feel like my phone is not protected at this point. You have the opportunity to launch to a mobile platform in it ever growing population, but trust in your product is a must and so far it just is not looking good. BTW, NMS show up in my Management Control Panel just fine, but list my cell phone as offline to which it is not. The Product Key is also there showing my paid app. Please fix so that my phone is protected.

Re: Norton License Expired??

erik_carlstrom — Thu, 01 Mar 2012 19:32:17 GMT

To those experiencing this issue, could you provide what device this is on? Please provide the following:
Make
Model
Version of Android
Whether or not you updated the version of android when you started to see this.

Once we have this information we will have the team take a look into this to see what is causing this. For those that have contacted support, if you could send me your case number via private message would be beneficial as well. Please do not post the case number publicly. Thank you.

Re: Norton License Expired??

virg24 — Fri, 02 Mar 2012 00:29:30 GMT

I just bought Norton Mobile Security just this past Monday (2/27). It was working fine until this morning (3/1). I got the same error for my Norton Anti-Theft. It got disabled because it thinks my Norton Security license expired. When I look at Norton Security, it says there are 363 days left.

I have the HTC G2 and it is running on android version 2.3.4.

Re: Norton License Expired??

jon_p_11 — Fri, 02 Mar 2012 01:48:50 GMT

We are having the development team looking in to this issue and have found one possibly of the root cause that they are working on fixing. If you could please provide us with the information Erik requested as well as where you purchased the product, it would help us try to track down this issue even more.

Re: Norton License Expired??

DLyle — Fri, 02 Mar 2012 09:52:32 GMT

I have a Motorola Droid X2 running Android version 2.3.4 ( I believe this is the latest version). I purchased NMS via the Android Market.

Because of the annoying notifications about NMS being disable, I have uninstalled it. How can I re-dounded without having to pay again? (I have my license number/activation key)

Re: Norton License Expired??

virg24 — Fri, 02 Mar 2012 12:06:33 GMT

I bought mine at http://us.norton.com/norton-mobile-security/

Re: Norton License Expired??

jdolson89 — Fri, 02 Mar 2012 22:49:09 GMT

I'm having the same issue. My phone is a droid razr with the lastest OS, and I bought the app from Norton's site. It started having this problem just tghis week, and I upgraded my OS weeks ago.

Thanks.

John

Re: Norton License Expired??

smithy — Fri, 02 Mar 2012 23:07:26 GMT

-----------------------------------------------------------------------------------------------------------------------------------------------------------------

DLyle wrote-

I have a Motorola Droid X2 running Android version 2.3.4 ( I believe this is the latest version). I purchased NMS via the Android Market.

Because of the annoying notifications about NMS being disable, I have uninstalled it. How can I re-dounded without having to pay again? (I have my license number/activation key)

------------------------------------------------------------------------------------------------------------------------------------------------------------------

Hi DLyle

You could contact the staff at Norton Support Live Chat which is a free service

via the internet, just click on the link below-

www.norton.com/chat

Follow the steps and fill in the required info and then select Live Chat.

Explain your issue and they will be able to resolve the problem for you and

once again have you protected with the full version of NMS.

Make sure you have the Google Market receipt which you would have received

in a email when you purchased the NMS upgrade form the Android Market as the

support staff will need those details.

Cheers. :smileywink:

Re: Norton License Expired??

dtd — Sat, 03 Mar 2012 03:17:46 GMT

I have a Motorola Droid X2 with Android version 2.3.4. The problem started on March 1 and the operating system has not been updated recently.

The message says Web Anti-theft license expired. If I click on the message it says "No License found. Norton Anti-Theft is a FREE additional feature for Norton Security Standard Edition." I purchased Norton Anti-Theft from the Symantec Store on December 20, 2011. I have 293 days remaining on my subscription. I do not have Norton Security for my phone.

I also have Norton Anti-Theft on my Asus Transformer Prime tablet and when I select it, it says "Unfortunately, Norton Anti-Theft has stopped." I do have Norton Tablet Security and the Anti-Theft status in there says Connected. The tablet operating system is Android 4.0.3.

We also have Norton Anti-Theft on my husband's phone and it is also disabled. It says "Web Anti-theft license expired". He has a Motorola Droid X with Android version 2.3.4.

Re: Norton License Expired??

erik_carlstrom — Sat, 03 Mar 2012 04:45:11 GMT

Thanks for the update everyone.

@dtd,

On all three devices, did you install Norton AntiTheft (NAT) around the same time? I'm going to assume that it was installed at different times since the Asus Tablet is more recent. On your Droid X2, do you only have NAT installed? On the Asus Transformer, did you install NAT first or did you install NTS first? On your husband's Droid X does he only have NAT installed as well? One last question, is the same Noton Account used for all three devices?

@DLyle,

Contacting support is probably your best bet here. I'd follow the instructions that smithy has provided.

@jdolson89,

Do you have NMS as well as NAT on your Droid Razr? If yes, was NAT installed first or NMS? Did you purchase NAT from our website or did you install the add-on after already purchasing NMS?

@virg24,

Did you install NMS first or the NAT plugin?

@pmilo1, @ttcwalk5,

Could you provide details from my other question? This will help in better understanding how each of you have gotten to the state that you are in.

@Everyone,

Thank you for your patience while we work through this.

Re: Norton License Expired??

B1 — Sat, 03 Mar 2012 14:03:13 GMT

This yesterday.

SMS is fine. Web says license expired.

Samaung Galaxy S II Skyrocket - SGH-1727

Android ver. 2.3.5

Re: Norton License Expired??

dtd — Sat, 03 Mar 2012 14:43:36 GMT

Reply for Erik:

On all three devices, did you install Norton AntiTheft (NAT) around the same time? I'm going to assume that it was installed at different times since the Asus Tablet is more recent. The two phones were installed around the same time, probably the same day I purchased the license. The software on the tablet was not installed until the first week of February.

On your Droid X2, do you only have NAT installed? Yes

On the Asus Transformer, did you install NAT first or did you install NTS first? NTS was first

On your husband's Droid X does he only have NAT installed as well? Only NAT is installed

One last question, is the same Norton Account used for all three devices? Yes

Re: Norton License Expired??

CharmCityGuy — Sat, 03 Mar 2012 15:35:10 GMT

The same happened to me this week after having the add-on for a month or so. I had no recent changes to the phone, and then the error message about an expired license popped up, even though my subscription had >350 days remaining.

The answer? Spend a long time in a chat with Norton. The solution eventually turned out to be several steps: uninstall NAT and also NMS. I then downloaded NMS and then the add-on NAT, and I then obtained a new license key from tech support during the chat. I then was able to set up the anti-theft features. For now, this has solved it, and I hope that the problem doesn't recur.

Re: Norton License Expired??

jdolson89 — Sat, 03 Mar 2012 16:19:06 GMT

@jdolson89,

Do you have NMS as well as NAT on your Droid Razr?

Yes

If yes, was NAT installed first or NMS?

Yes

Did you purchase NAT from our website or did you install the add-on after already purchasing NMS?

Purchased from your website

I unistalled Anti-Theft, and reinstalled it. When I attempt to sign in to register it, I get a message saying my Norton security license is registered to a different Norton account. I only have one Norton account.

From reading the post, this problem doesn't sound like a phone/OS/when did you download/ issue. It sounds like a problem on Norton's end.

John

Re: Norton License Expired??

devans — Sun, 04 Mar 2012 11:07:22 GMT

I just noticed the same problem on my wife's smartphone

Make: HTC
Model: Rhyme
Version of Android: 2.3.5
Whether or not you updated the version of android when you started to see this. No

Re: Norton License Expired?? - UPDATE

DLyle — Sun, 04 Mar 2012 11:38:10 GMT

I contacted Norton Chat and got the problem fixed. It required uninstallation of NMS and NAT and then reinstallation with a new license code. One thing surprised me...NMS provides for downloading NAT from within NMS. The Norton rep told me that NAT must be downloaded from the Android Market and said not to use the NMS download capability. I thought this was odd but I follow his instructions and it seems to have remedied the problem.

Re: Norton License Expired?? - UPDATE

Andmike — Sun, 04 Mar 2012 11:47:23 GMT

An interesting report DLyle. Thanks.

Glad to hear that you are now sorted.

All the best.

Re: Norton License Expired??

mckels3 — Mon, 05 Mar 2012 20:21:25 GMT

I am having the same issue. Purchased NMS online on Jan 10, 2012 for NEW phone...Samsung Galaxy Nexus SCH i515 4G LTE with ICS operating system. I should have 311 days remaining before expiration. If this cannot be remedied easily, how do I get a refund quickly so I can get some security on my phone? Thanks!