Norton Anti-theft "Unable to Register"

wrkeen · ‎02-04-2011

Signed into my Norton account from DROID RAZR to set up NAT. Got error message, "Unable to Register. The device's date and time are incorrect." The date and time on the phone look fine.

Got bounced around on Norton Chat for over an hour with no solution.

smithy · ‎02-07-2011

Hi wrkeen

Welcome to the Norton Community Forums.

You mentioned in the post that you signed into your Norton Account to setup

Norton Anti-Theft for your Android device.

We will need a litle more info to assist-

Do you already have NAT on your device.?

Did you purchase NAT from the Norton Online Store.?

Do you have the paid full version of Norton Mobile Security installed.?

Are you trying to install NAT as the free plugin for the paid full version

of Norton Mobile Security app.?

Perhaps one of the following methods of installing NAT depending

on if it is purchased as a single product or as a free add-on for NMS

might be able to help-

If you purchased NAT from the Norton Online Store have you tried to

download and install NAT on your device from the Google Play app.?

When downloaded you will have to activate and register the device

using your Norton Account details.

This is a link for the Norton Anti-Theft plugin from the Google Play

store which when you open the link on your device use the Google

Play option.

If you have Norton Mobile Security full version installed on your Android

device have you tried to use the link provided in the Set Up Anti-Theft

part of the NMS app home screen, just tap Download Add-on and it will

take you straight to the Google Play store for the NAT Plugin. Then you

just have to download, install and activate and register the device and

again using your Norton Account details.

Let us know how you go.

Cheers.

wrkeen · ‎02-04-2011

I first downloaded the app from Google Play and then upgraded to the full version which included Anti-theft. When I tried Set Up it told me to sign in with my Norton sign-in (email address and PW). When I did that,I got the error message " Unable to Register. This device's date and time incorrect".

Subsequently, I had another problem which Norton customer service resolved by uninstalling Norton Mobile Security, and giving me a full version Morton Mobile Security on a new Purchase order so that they could give me an activation code (You don't get a code with the app and upgrade from Google Play.) Now mobile security seems to work fine, but when I open Anti-theft, I get a green SMS Anti-theft status but an orange Web Anti-theft status warning me to sign into the antitheft web site. When I do that, I get the same error message. Apparently my phone is not able to synch with the anti-theft web site. I can't see why what the time and date are should matter.

Norton chat has twice run me around finally asking for a phone number and time for some system expert call. They have three times called at some other time when I am not available. I don't feel like I'm getting anywhere with this problem.

smithy · ‎02-07-2011

Hi wrkeen

Seems a bit puzzling the issue that you have and i can understand that

it would be a bit frustrating.

A few more questions and things that might be worth trying -

Could you try to login to the NAT website on your PC from this link using

your Norton Account details, if you have not tried already.

Curious to know if the device may have some how already registered with

NAT but is sort of stuck i guess would be the easiest way to put it.

When you login to the NAT website do you see the device list and a location

map,? or do you just see the options on how to download NAT being the QR

code etc.?

Another thing is if you login to your Norton Account from this link is the product

NMS showing in your Product list or Order History.?

Also do you have any other Norton products and if so have you set up or used

Norton Management yet.?

This allows the user to manage all the Symantec Norton products on all your

devices.NOTE- I am pretty sure it will not allow the user to manage the free

plugin NAT for the full paid version of NMS.

But saying that it will register the device in Norton Management if the device

has NAT installed because it registers using your Norton Account details

entered when activating NAT.

Norton Management click on link here

Curious to know if your device is registered in the NAT website and or the Norton

Management website with NAT product.

My best guess is that NMS will be registered in Norton Management as i would

think that the license and product key for NMS given to you from the Norton Support

team will be linked to your Norton Account, so it should show in both.

Let us know how you go.

Cheers.

EDIT- Adding to my post you mentioned

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

wrkeen wrote

but when I open Anti-theft, I get a green SMS Anti-theft status but an orange Web Anti-theft

status warning me to sign into the antitheft web site.

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

This leads me to think that NAT is partly registered as it asks for the sign in. If i clear data from

the NAT app on my device i do not see a orange sign in message just the Download Add-on

message.As i am trying to test to see how such a message is diplayed.

wrkeen · ‎02-04-2011

This is apparently puzzling Symantec also. They took a bunch of catalog and screen shots and kicked the issue up to "Engineering" with a promise to get back when they have something.

We'll see what happens.