Anti-theft Disabled and can't renew

skielyrichards · ‎11-25-2011

Hi, I am running Norton Anti-theft and Norton Mobile Security on my HTC Flyer Android tablet. Today I started getting a notification that "Norton Anti-theft has been disabled.". When I go into Norton Anti-theft, the Web Anti-theft icons are all greyed out, and there is a red error message that says "Norton Security License expired". However, when I go into NMS, it says I have 302 days left on my subscription. If I log into the Norton Anti-theft web site, I see the message: Your Subscription Has Expired! Your Norton Anti-Theft subscription has expired. To continue using Norton Anti-Theft service, please renew your subscription. However, when I click on the Renew Now button, it just opens another copy of the same screen, with nowhere to renew. If I log into my Norton Account, where I can see all of my various Norton licenses, I see an entry for Norton Anti-Theft for Mobile Security Android, with an Expiration Date of expired. However, when I click on the RENEW button, it opens a new window with the message "404 error - file not found". Again, there's no way to renew. SMS Anti-theft seems to be working OK, as I can retrieve the tablet's location by SMS'ing it. Please advise how I can get Norton Anti-theft working again. Thanks, Stephen HTC Flyer P510e WiFi + 3.5G Android 2.3.4 HTC Sense 2.27.707.2

smithy · ‎02-07-2011

Hi skielyrichards

Welcome to Norton Community Forum.

I will try to assist you with this issue.

At the moment Anti-Theft is free for Android users with the Full (Paid) version of Norton

Mobile Security.

So there seems to be a issue with the licence which as far as i know you cannot

renew it , it will just keep renewing as long as you have a active NMS licence which

you do with 302 days remaining.

First thing to try would be to uninstall the Norton Anti-Theft Plugin app from your HTC

device.

Go into settings on the HTC device and then applications then manage applications.

Search for Norton Anti-Theft in the list of apps.Select Norton Anti-theft then select

uninstall then select OK

Now open Norton Mobile Security and select Set Up Anti-theft. Then select Download

Add-on then select Launch Market. Then select install and accept and download.

Now go back and open NMS and select Anti-theft then select or tap Web Anti-theft Staus

which will ask to agree and launch.

Now enter your Norton Account details- email address and password then enter.

Use the default name or choose a name for the device then select register.

Then select replace existing device if the same name has been used with the

first time you installed and registered with Anti-theft and your HTC device

Then tap next and now you have activated and registered the device with NAT.

Now you could open NMS and Anti-theft to see if Web Anti-theft Status is now ok

and not all greyed out as you mention in your post..

Also log into Norton Anti-theft website and see if your HTC device now shows in

the My Devcies menu.

And you could also now check your Norton Acount for the expiry date for Norton Mobile

Security as it shows in my account or Norton Anti-theft for Mobile Security Android as

you mentioned in your post is how it shows in your Norton Account.

I have a expiry date of 5th December 2011 and i have 711 days on my NMS licence not exactly

how many days at a time it stays ahead of the current date or when it adds more days, i

guess it just keeps adding the days while NMS licence is active. Perhaps a question i will

post in the forum or another forum member might be able to answer that question or a

Symantec Employee might know.?

Hopefully that has resolved your issue.

If you could reply after you try this to let us know if that resolves the issue that would be

really helpfull.

Cheers

skielyrichards · ‎11-25-2011

Hi Smithy,

Thank you for the prompt response. I followed your instructions exactly, but unfortunately I still have a problem.

After I entered my email address and password to register, a screen came up that said 'Login...', followed by 'Check account entitlement'. Then I got an error message that said 'Unable to register. An error occurred on the Norton Anti-Theft server.' I re-tried a couple of times to no avail.

Interestingly, when I log into my Norton Account, I do not see Norton Mobile Security in the list of products that I own (see screen-shot below). I wonder if this is related to the fact that I upgraded to the full (paid) version of Norton Mobile Security through the app, after I installed the free lite version from the Android Market. I did not purchase the full version from the Norton online store. Below is a screen-shot of the invoice from the Andorid Market confirming my purchase.

Thanks,

Stephen

Norton Account.jpg

Android Market Invoice.jpg

(Image has been removed to protect your privacy. It contained information better left confidential.)

smithy · ‎02-07-2011

Hi Stephen

as you purchased the version NMS from the Android Market it will

not register in your Norton Account because there is no link to the

Android Purchase as no Norton Account login details would have

been used in the purchase.

Even if NMS is purchased in a retail form it will not show in the Norton

Account either.

The only thing that will show in your Norton Account related to NMS

is the Anti-theft Plugin when you register it during the install when it

uses your Norton Account password and email which as i mentioned in

the previous post of mine shows as Norton Mobile Security in my

Norton Account.

Perhaps the listing in your Norton Account (Norton Anti-theft for mobile

Security Android) is different to what i see because i have a retail version

of NMS as i did not purchase it from the Android Market.

I think to save you uninstalling the NMS app and lossing all the buddies

settings and NMS settings you could try and contact Norton Live Chat

Support they might be able to help activate the NAT licence.

Uninstalling NMS and NAT plugin from the HTC device for a clean re-install

will be the last step to take.

Live Chat might be able to resolve the issue without going that far.

Click on the Live chat link select Norton Mobile Security follow the prompts

then select Chat Now-

https://www-secure.symantec.com/norton/support/contact/chat/ivr_chat.jsp?chatexp=ivr_ts

I hope this info helps with your issue, it would be great if you could post back

here and let us know how you go.

Cheers :)

skielyrichards · ‎11-25-2011

Thanks for the feedback.

I may consider simply uninstalling NMS, and then purchasing the new Norton Tablet Security through the Norton Store. NTS wasn't released when I got NMS, but it might better suit my 7" tablet, and it will solve the problem of not being listed in my Norton Account.

Anyway, its getting late where I am in Singapore, so I will follow up on this tomorrow.

Thanks again for your help.

Stephen

LawrenceCooper · ‎11-25-2011

I am having the exact same problem. I tried uninstalling and reinstalling - it seems that Norton Anti-Theft cannot find my license. This problem has been occuring for several weeks now.

smithy · ‎02-07-2011

Hi LawrenceCooper

LawrenceCooper wrote:
I am having the exact same problem. I tried uninstalling and reinstalling - it seems that Norton Anti-Theft cannot find my license. This problem has been occuring for several weeks now.

Welcome to the Norton Community Forum.

From your post i beleive you are using NMS and the NAT plugin so i

will try to assist you.

It is strange this issue as it may just be a server issue with Norton as the

Anti-theft feature is still a fairly new product.

What i would recommend would be to contact Norton Support Live Chat

and explain the issue as they might be able to Re-activate the NAT licence

for you as it does register in your Norton Account once the NAT plugin app

is installed on your Android device.

Follow the prompts and select Live Chat.

Norton Support Live Chat Link -

https://www-secure.symantec.com/norton/support/contact/chat/ivr_chat.jsp?chatexp=ivr_ts

If you keep us informed on how you go with resolving this issue that

would be very helpful.

The last step to take would be to uninstall both NMS and NAT and start

off fresh to try and resolve the problem. But i think it is worth having a

chat with Norton Support before you take those steps.

Hope that info helps. :)

Cheers.

smithy · ‎02-07-2011

Hi

I have just found that the Norton Support Live Chat link i supplied

in my preious post may not work for some reason.

So i have included this link.

Norton Live Chat Support-

Live Chat

I apologise if the previous Chat link did not work.

Cheers

smithy · ‎02-07-2011

Hi just to update the issue with Norton Mobile Security and Norton Anti-theft

plugin i have contacted Norton Support regarding the NAT problems and this

is some of the coversation as follows.-

smithy- Are there server issues at the moment?

Norton Support- currently the Norton servers are under maintenance

and please try to activate the program after 24 hours so that it will be updated.

Norton Support- Please try to activate the program after 24 hours so that it

will be working fine.

smithy- So the servers should be working ok in 24 hours

Norton Support- Yes, that is correct .

So if you could login into your Norton Account and click on renew in 24 hours

if NAT is already installed and registered on your Android device, not 100%

sure that will work

if that does not work users with the expired issues or cannot register Android

Norton Mobile Security's NAT plugin might try to uninstall and reinstall NAT

and re-register and activate to resolve the ongoing issue.

I hope that info helps to solve the registering NAT and has expired and

renewal issues. ;)

Keep us posted if the issue is resolved as this information will be very

usefull to others who are facing the same problems.

And thanks to Norton Support for the info. :)

Cheers

skielyrichards · ‎11-25-2011

Hi, It's been more than 24hrs since Smithy's last post, and I am still getting the same error message (An error occurred on Norton Anti-Theft server) when trying to activate NAT. I suspect the root cause is something to do with the fact that if you purchase the full (paid) version of NMS through the App, it isn't linked to your Norton Account. Now that NAT can be purchased as a stand-alone app, I bet it needs to verify that you own NMS or NTS before it allows you to register it for free. I will try Norton Support before I go to all the effort of uninstalling NMS and then re-purchasing it through the Norton Store. Stephen