Norton Mobile Security

[David8]

I purchased Norton Mobile Security.  My phone shows that Norton Security version 2.5.0.404 is installed and working.  The license expires in Dec, 2012, according to my Norton Account.  I also purchased Norton Anti-Theft for my laptop.  It expires Feb, 2013.  I have downloaded the Anti-Theft plugin from Google Play and installed it.  My phone shows Norton Anti-Theft version 1.5.0.264 installed.  My problem is that I cannot complete the registration.  I enter the data for my Norton Account and I get the error message:

Unable to register.

Your Noreton Security license is

registered to a different Norton

Account.

I only have one Norton Account and the device does NOT show up there.

I have uninstalled and reinstalled without success. What should I do next?

[David8 · Accepted solution]

Problem solved with an hour on live chat.  We had to replace NMS with a new license.  Then I was able to register the NAT plugin.

[Andmike]

Thanks for the update David8!  :-)

[BarbaraJ]

I have Norton on my PC, purchased mobile verision seperatly.

Norton on my Android asked for the app to be updated, having done so I can not register this so I have no anti-virus on my phone.  I do not think an account was ever created for the phone and I am unable to create one, I think the error message says unable to connect.

Help

[BarbaraJ]

Can the account for the phone app be included with my PC software account?

[David8]

I also have a recurrence of the problem.  My phone informs me that there is an upgrade available.  The upagrade is from version 2.5 to version 3.0.  If I install the upgrade I cannot register it.  My activation is denied by the Norton server.

[smithy Super Virus Trouncer Mobile Master (Norton Mobile Users Discussion Forum)]

Hi David8

If you log in into Norton Management with your Norton Account details do you see the

device listed with the product being NMS.

Norton Management Link

If so you could try clicking on the trash can and remove the product from the device.

Then uninstall NMS from the device and download again from the Google Play Store.

Open the NMS app swipe thru to the sign in screen and enter your Norton Account details

and hopefully the license and product being NMS version 3.0 will be activated.

Also another thing this could be a temporary issue as i have just tried to log into the

Norton Management website but the servers appear to have crashed at the moment.

Let us know how you go.

Cheers.

[smithy Super Virus Trouncer Mobile Master (Norton Mobile Users Discussion Forum)]

Hi BarbaraJ

Welcome to the Norton Community Forum. ;-)

Where did you purchase Norton Mobile Security from.?

Was it from the Google Play Store.?

Or from the Norton Online Store.?

Or was it from a retail store.?

And what version of Norton Mobile Security was on the device before the

update to version 3.0 from the Google Play Store.?

What OS of Android is your device running.?

What device do you have.?

Answers to the questions above will really help us to assist you.

This may be a temporary server issue with Symantec as there has been a

few bugs in the system lately.

The product Norton Mobile Security phone app can show in users Norton

Account if it is purchased from the Norton Online Store, it will register just

like PC products that have been activated or bought online from the Norton

Online Stores.

The NMS product will also register with the users Norton Account if the update

and upgrade from NMS version 2.?.? to the Google Play Store version 3.0 is

successful

Cheers.

[BarbaraJ]

Purchased from a retail store

Device Samsung Galaxy S11

I dont know what the previous Norton version was

I have updated my Android firmware also 4.0.3

[smithy Super Virus Trouncer Mobile Master (Norton Mobile Users Discussion Forum)]

Hi BarbaraJ

Thanks for that info.

As it is a retail pack there has been a few issue with the update and upgrade

process from version 2.?.? to version 3.0 from the Google Play Store.

If you log in to your Norton Account does the Norton Mobile Security product

show in the list of Norton products.?

Or if you log in to the Norton Management website where you can control devices

and the Norton products installed, do you see your Android device there with the

Norton Mobile Security product.?

If so you could try clicking on the trash can next to the device to remove the NMS

product from the Android device.

Then uninstall any NMS product from your device and download NMS Lite from the

Google Play Store, open NMS and swipe thru to the sign in screen, enter your

Norton Account details and see what happens.

If it is successful and shows the correct remaining suscription days then that is great.

If it just shows that the NMS Lite version has been activated with the Upgrade option

at the bottom of the screen then tap and select Upgrade then tap the writing that says-

i have already purchased the product.

This should activate a registered product if by chance it has been registered during

the update process

If none of the above works you could download and install the older retail version from

the Norton Servers using the link below to protect your Android device.

www.norton.com/nms

Use the link with your device or type the URL from above into your Android web browser

address bar. Download the apk and install.

It should automatically sync with the servers and show your remaining subscription days.

Carry out a LiveUpdate manually which should prompt to update your device to latest

version of NMS 2.?.?.

As a test you could try the second update if prompted which directs the user to the Google

Play Store to download and install NMS 3.0, which also uninstalls the old version of NMS

from the device.

Then try signing in with the Norton account details and see if the activation and registration

process for the update to NMS 3.0 is successful.

If not just uninstall NMS from the device and use the Samsung Download app in the app 

drawer on your SGS 2 and open the download NMS apk and install it, run LiveUpdate again

and update if prompted to get the first new version of NMS 2.?.? but ignore the second update

if prompted from the Notification Bar at the top of the SGS2 screen.

From my tests with the SGS 2 running the older version of NMS and running LiveUpdates will not

prompt the user to do the second update to the Google Play 3.0 version of NMS. The message may

appear in the Notification Bar but just ignore it for the time being until this issue is fixed.

At least you will have Norton security and protection as the LiveUpdates catalog files and definitions

still appear to update ok.

One question being after you have installed the retail apk download of NMS on your SGS2

what version of NMS is installed after the first update which is the new version of 2.?.?.?

Let us know how you go. :-)

Cheers.