Norton Anti-Theft

[xxProhibxx]

I just paid $30 for a subscription for Nortom Mobile Sec and Norton Anti Theft.  Locating the device works but when I take a photo with sneak peek, it just returns a black photo.  

Samsung Galaxy Nexus

Android ICS: 4.0.1

Baseband: I9250UGKL1

Kernel: 3.0.1-ga052f63android-build@apa28 #1

Yes I have tried uninstalling NAT plug-in and the NMS from the phone.

I am one step away from uninstalling completely, getting a refund, and looking for another program for my security needs.

Chris

[Andmike]

Hi xxProhibxx.

Welcome to the Community.

Nice phone!  Sorry to hear that you have a problem.

First - Given your thoughts about uninstalling and getting a refund.  

The sneak peek is a feature of the Norton Anti-Theft (NAT) plugin that comes free if you have the paid version of Norton Mobile Security (NMS).  So throwing out the whole lot for the, probably, temporary failure of one part of a free addition seems a bit drastic.  Norton offer what, in my opinion, is a very generous refund policy.  I believe that if you uninstall within 60 days of purchase they will give you a full refund (you may want to check that on their web site).  So why not stick with it for a while and see if we can solve the problem.

Assuming that you still have NMS and the NAT plugin a few thoughts come to mind.  

When you asked the website to take the sneak peek did you have a good network connection on your phone?  If you are testing it then it would probably be best to set up a Wi-Fi connection to the phone first.  Next, make sure that the phone is not on a desk or similar.  If the photo is taken through the backward facing camera and the phone is on a table then you might expect a black picture.

You might also like to check that the location feature of NAT is working at the same time.  Tip - it is best to leave the GPS features of the phone active before you do this.

Do come back and tell us what you decided to do and or found out.  If the above suggestions do not help at least they may give us some clues as to what you could try next.

Good luck.

[xxProhibxx]

HI,

I have tried on my WiFi with a strong connection and on the providers 4G connection.  Same result, a black picture.  It just seems like their is no exposure or light.  I've tried changing all the camera settings and still no success.  

Can anyone confirm that this feature works on the Galaxy Nexus?

[Andmike]

Hello again xxProhibxx.

There was at least one other Samsung Galaxy Nexus user who reported problems but that appeared to be a Norton Server issue and since the server software was updated he has not reported back.  So if your problem does get fixed (or hopefully when it does) do please report back and let us know what worked (or did not).

You have not commented but I assume that you did hold the phone up when testing and that we can now ignore the possibility of the blank screen being a picture of a table top.

I think we may need to wait for a Norton Staffer to come online to check their database but to help in the interim can you confirm that when you go to the NAT website it is reporting your device as being online and that you can get a position fix. 

Good luck.

[trijimon_p_r]

Hi xxProhibxx,

This seems to be another device specific issue.We are currently looking into it and trying to reproduce at our end.We shall have have an update for you at the earliest.

Thanks,

Triji

[xxProhibxx]

Please let me know ASAP otherwise I will be getting a refund as the main reason for NMS is for the Sneak Peek feature with the NAT.

[trijimon_p_r]

Hi xxProhibxx,

Sneak peek feature worked fine when tested using Samsung Galaxy Nexus with ICS 4.0.2.Could you please try updating your ROM to 4.0.2 version and try if it works?If you still have issues please provide the following info:

1)The version of NAT client installed.

2)Are you using a custom ROM in your phone?

Thanks,

Triji

[xxProhibxx]

How would I update my ROM?  I tried updating and it already says the phone is up date.

[trijimon_p_r]

Hi rxxProhibxx - Maybe the 4.0.2 update is not yet available officially for your device/region etc. To further investigate the issue seen in your device, can  you provide phone logs while you test the sneak peek feature. You can use an app like aLogcat [https://play.google.com/store/apps/details?id=org.jtb.alogcat&hl=en] for this.

Thanks,

Triji