topic Re: Reinstall after factory data reset on phone? in Norton Mobile Security

Reinstall after factory data reset on phone?

Atheos — Sat, 14 Jul 2012 17:27:05 GMT

I would like to purchase the full version of Norton Mobile Security from the online Norton store (not google play), but if in the future I need to perform a factory reset on my phone, will I need to purchase the full version again? Or will I be able to reinstall the app with a license key?

Re: Reinstall after factory data reset on phone?

smithy — Sat, 14 Jul 2012 23:38:15 GMT

Hi Atheos
If NMS is purchased from Norton's online store you will receive a product key. So if a hard reset is required you just have to download the NMS apk again and install.and the Norton servers will recognise the device and your subscription.
It will also allow you to change to a new device and carry over the remaining subscription of NMS to the new device.

Cheers:-)

Re: Reinstall after factory data reset on phone?

Atheos — Sun, 15 Jul 2012 13:23:13 GMT

Thanks for the info Smithy. I appreciate it :)

Re: Reinstall after factory data reset on phone?

reetz — Wed, 25 Jul 2012 01:54:26 GMT

Hi there, I have done much research trying to reinstall my NAT. I have seen your instructions about uninstalling NAT then reinstalling it to enable setup. The problem I am having is similar to others however, I get a different error message. I have uninstalled and reinstalled both NMS and NAT ensuring they are both running directly from my mobile and not the SD card. When I am at the scren "Sign in to the NAT Web site with your Norton account to register this device", after inputting my Norton email address and password, the two available options are Sign In or Create a Norton account. Given I have an existing account, I input the details, it attempts to recognise me by taking a long time to process the login, then the message presented is "Unable to register. Connection timed out. Retry / Cancel" After many attempts, I cancelled and attempted to Create a Norton account however, it correctly identified that an account already exists for the email address which is true because it's my Norton account! What would you suggest? I have 165 days remaining on my NMS so I cannot figure what else I can do to rectify the problem. It had been working fine before the factory reset I did.

Re: Reinstall after factory data reset on phone?

smithy — Wed, 25 Jul 2012 02:47:19 GMT

Hi reetz

Welcome to the Norton Community Forums.:smileyhappy:

It could just be a temporary server issue for Symantec Norton which is why

you are unable to register NAT on your Android device.

Otherwise are you able to login to the NAT website using your Norton Account

details. ?

Norton Anti-Theft Website

If you log into the NAT website with your Norton Account details and are only

given the set up or install NAT screen with the QR code etc then the following

info is of no use.It simply means that there are no devices registered to your

NAT account.

Does the login take you straight to the NAT web user interface page which

will show the name of any devices registered and show the location map.?

If you are able to login and the user interface shows registered devices

in My Devices in your NAT account is the device you are having the issue

with showing in the list.?

If it is showing in the NAT website in My Devices list you could try and

select the deice then click on the rubbish can icon next to its name to

remove the selected device from the NAT account.

Then make sure to uninstall NAT from the Android device.

Then you will have to start with a fresh install of NAT using the link in the

NMS app to set up Anti-Theft features.

And try again to use your Norton Account details to activate NAT and register

your device.

Might be worth a try.

Let us know how you go.:-)

Cheers. :smileywink:

Re: Reinstall after factory data reset on phone?

reetz — Sat, 28 Jul 2012 01:20:05 GMT

Hi and thanks for trying to assist me with this..after reading your reply and clicking on the link you shared (Norton Anti-Theft Website (https://antitheft.norton.com/?displang=iso3:eng&displocale=iso3:USA)i am unable to get anything from that link. It advises me to Diagnose Connection Problems and it's the only link that this occurs. It continues to say IE cannot display the webpage. I am none the wiser as to what else to do. When I login to my Norton account and select 'View Order History', I can see on 7 Jan 2012 that I purchased the Norton Anti-Theft for Mobile Security Android plus I see my order number. Pls remember, this was working on the same mobile device fully prior to the reset of my phone. I cannot link to anything that actually shows my device therefore will not be able to carry out your directions any further. Any other suggestions how I can access it from my computer? Looking forward to a reply...thanks lots.

Re: Reinstall after factory data reset on phone?

smithy — Sat, 28 Jul 2012 02:54:48 GMT

Hi reetz

A quick question before you go thru the things to try did you buy your version NMS

from a retail store or did you purchase it from the Norton Online Store.?

I ask because a Norton Online Store purchase of NMS will register as a product in

your Norton Account , but a retail version bought from a store should not show in your

Norton Account or Norton Management only the NAT product should be registered

as activation uses the Norton Account details.

Maybe the link i provided was not the best link for the NAT (Norton Anti-Theft) website.:-(

Try the link below for the NAT website -

https://antitheft.norton.com/

Try and login in using your Norton Account details and see if any devices are listed. Again

if it is just info on how to download NAT then the device is not registered with NAT. If it is

listed select the device and remove it by selecting the rubbish bin icon next to the device

name listed.

The other thing is Norton Management will not necessarily show the same info. I have

found devices listed in NM (Norton Management) that no longer had the products installed.

Which i had to remove myself.

So you could try and login to the Norton Management website and view the Norton products

and linked devices that you have and see if the Android device with the issue is listed. It should

be listed with NMS (If it is a Norton Online Store purchase, i think?) as a product and perhaps

NAT as well. Try the link below for the Norton Management website-

https://manage.norton.com/

So perhaps if the device shows in NM (Norton Management) that you can remove the device from

there which technically will un-link both NMS and NAT from the device. To remove the device just

click on the rubbish bin icon.

Which should put NMS back to a trial version which can then be reactivated with your product key

or by selecting subscription from the NMS user interface to regain your unused subscription.

Then try and use the link in NMS to download and install NAT.

That is all i can really think of to try.

Let us know how you go.:smileyhappy:

Cheers. :smileywink:

Re: Reinstall after factory data reset on phone?

reetz — Sat, 28 Jul 2012 08:45:32 GMT

Hi and thx again, unfortunately both links don't wk for me, I had actually searched further in between replies and came across that website not to mention I had it saved in my favs which reminded me I'd gone to it previously when originally setting it up,I did purchase online hence it shows in my N account, I def didn't purchase at a store, I recall getting th trial then purchasing prior to trial end as it appeared worth it..I hav since deleted NAT from my HTC mob as was hoping u'd provide me a fix :-), Rita

Re: Reinstall after factory data reset on phone?

reetz — Sat, 28 Jul 2012 08:52:38 GMT

Why do u think I cannot access both Norton sites, it's bizare, its like this on both my mob an pc, iv got good fast b.band an access other sites without issue? Is iv worth mentioning I hav N360 tho I don't appear able to access th sites u recommended via that..pls help me or I'v wasted NZD $30..

Re: Reinstall after factory data reset on phone?

smithy — Sat, 28 Jul 2012 10:11:44 GMT

Hi reetz

Ttry searching the following using Google -

Google search- Norton Antitheft

This should be the search result to select-

Norton Anti-Theft | Laptop Security | Smartphone Security

https://antitheft.norton.com/

Norton Anti-Theft from Symantec provides security for your PC, laptop, tablet,or ... With Norton Anti-Theft, you can monitor, lock, and locate your mobile devices ...

Google search- Manage Norton

This should be the search result to select-

Norton Security – Online Account and Computer Management

https://manage.norton.com/

Norton Management by Symantec offers you the freedom to manage your PCs online. Online access to your Norton security products, enables you to easily ...

Try logging in to both as mentioned in the previous post.

Let us know how you go.

Cheers. :smileywink:

Re: Reinstall after factory data reset on phone?

smithy — Sat, 28 Jul 2012 20:25:14 GMT

Hi reetz

Another option to navigate to Norton Anti-Theft or the Norton Management websites

if the links provided do not work would be to use the Norton Apps option from your

Norton Account.

You mentioned that you are able to login to your Norton Account so when you do this

hover your mouse cursor over the option Norton Apps, top right of Norton Account

window. A drop down menu will appear and .from there by clicking on it you can choose

Norton Anti-theft or Norton Management.

This will take you directly to the Norton Management and Anti-Theft websites where you

can login and try the things mentioned in my previous posts.

Cheers. :smileywink:

Re: Reinstall after factory data reset on phone?

smithy — Sun, 29 Jul 2012 00:22:44 GMT

Just thought i would add a couple of screen shots-

Hover cursor over Norton Apps in your Norton Account.

Then you can select either Norton Anti-Theft or Norton Management. :-)

That will direct you to the websites i have mentioned. :-)

Cheers. :smileywink:

Re: Reinstall after factory data reset on phone?

reetz — Sun, 29 Jul 2012 10:28:00 GMT

Hi, these are both the sites I am unable to access. I had searched there prior and during my contact with you. Is there any other way to access either site?

Re: Reinstall after factory data reset on phone?

reetz — Sun, 29 Jul 2012 11:22:17 GMT

Thx, I had also tried this..it took me to: http://manage.norton.com/?SSDCAT=281&displang=iso3%3aENG&displocale=iso3%3aNZL&env=prod&origin=amsw&version=1.0 but again nothing occurred, jus a blank page..th same thing that shows each time I try to access. Do wot think iv is a setting in my phone preventing access?

Re: Reinstall after factory data reset on phone?

smithy — Sun, 29 Jul 2012 21:40:35 GMT

Hi reetz

Cannot answer the question on why you cannot access the links on your phone. :-(

But could you try to acces the links via your Norton Account on the PC as that is

what you will need to do in order to remove the device and all Norton products

from both Norton Management and Norton Anti-Theft websites if it is registered.

Might be worth a try as it should give your device a fresh start. Then you can

uninstall NMS and reinstall and try to reinstall NAT. :smileyhappy:

Cheers. :smileywink:

Re: Reinstall after factory data reset on phone?

reetz — Mon, 30 Jul 2012 09:58:01 GMT

Hope is fading... :-(
I have tried to access both sites continuously from both android and pc and both sites won't launch. Is IE blocking it for some reason. I have done nothing out of the ordinary on my pc only the factory reset on mobile which is when I first noticed this problem. I access the account portion of Norton via Norton 360 panel to which this has 136 days remaining. What more can I tell you for you to assist me?

Re: Reinstall after factory data reset on phone?

reetz — Mon, 30 Jul 2012 10:39:57 GMT

OMG, I've just reset my modem (or router thingy) and I have gained access to both websites!
Secondly, momentarily they were both down but this is an improvement in that it told me this! Thirdly, I accessed the 'Manage' option from Norton 360 and then it commenced downloading the Management Agent! I'll continue with this and let you know how I get on :-)

Re: Reinstall after factory data reset on phone?

reetz — Mon, 30 Jul 2012 11:50:12 GMT

Hi again..I have finally sorted this stupid mess. After resetting the router (pulled the plug for a few seconds then plugged in again, I have logged in to Norton Management and Anti Theft. All apears to be running smoothly now. I cannot believe that of all the sites I have recently accessed, Norton was the only one that I couldn't hence the router reset.

Thanks soo much for your help, assistance, perseverence and patience! Heading to bed now, it's nearly midnight here. G'nite and thanks again..