Norton Mobile Security

[no_boundaries]

Sorry to say but it is not fixed!!. I have just been charged again. 2.2.0.307 has not recognised my previous purchase of NMS from August 11 2011. Not happy by any means.!!!!!!!!!! Android Market "My Apps" shows LITE installed The original paid application should have been able to be recovered by retrieving it through the Managing your downloads in the app store. Surely you have define the difference between the two of them? What is the process if we have to down load the app again, the paid app that is?????

[Andmike]

Hello again no_boundaries,

Not sure why you have started a new thread unless it is pure frustration.  If I have misunderstood please say so.

I gather that you have updated NMS Lite from the Android Market.  Were you advised to do this by Norton staff?

I would not have expected this to have worked in your case although it should hopefully prevent the reversion to Lite with new customers.  However as in your case your registration had reverted to Lite then I would not have expected an update to fix it as the Market has, for whatever reason, lost your payment details.

I believe that Norton have a solution that should work for you, which involves downloading another version of NMS from their servers.  However you need to get their support staff to direct you to it and give you the necessary key.

Have you yet managed to have a dialogue with Norton support?  I note that you said you had sent an email.  If you have not had a recent dialogue with them then I would again urge you to try the CHAT link.  Then you will have direct exchange with trained support staff and you can, if you wish, keep a record of the exchange.

I hope that helps at least a bit.

Good luck.

[DistEd2 Super Bot Obliterator Mobile Master (Norton Mobile Users Discussion Forum)]

This sounds like what I discovered yesterday. The fix they've found does NOT seem to be able to recognize the ORIGINAL purchase (sounds like we BOTH bought the upgrade back when NMS first came out of Beta). But it WILL prevent a NEW purchase from reverting to Lite. So what they'll do for us, on request, is refund our original subscription--whereupon we can uninstall the product we're using now, download Lite from Market again, and repurchase. This should solve the problem.

The other approach, which I've been using for a couple of weeks, is to download their alternate (retail) build from the link that Erik posted, and get an activation code (like the thing we used to have to type in every 22 days during the Beta) from them. Uninstall Lite, install the alternate build (note that this requires TEMPORARILY changing our security settings to allow installation of non-Market applications; I think they've got instructions posted for this also if you haven't done it before). That works FOR SURE, but carries the disadvantage (from MY perspective; may not matter to you) that you won't be able to manage/update NMS through Market with all your OTHER apps anymmore; this is why I'm going through the process Erik described in the other thread when I'm already using a solution that works.

Either way you go, they should be able to get your full, subscription version running for you now. I'm flying today, but I'll try to check this thread during layovers in case there's anything I can help you straighten out.

V/R,
--Jim

[no_boundaries · Accepted solution]

Hi I had spoken with them 48 hours ago, and heard nothing more. What was funny ( hmm) was this time they gave me a reference number!! The new version 2.2.0.307 didnt recognise the previous subscription. I just got off the chat to symantec support, I wish i had spoken with the person who helped me just now, he was very good and get into the problem and have it resolved. It still shows lite in "My apps" but now know to go to their server and get an activation code. Frustration was right, impatient probably, just expected a smoother retrieval process, for the paid app as the android market portrays. Thanks for the guidance, btw..

[no_boundaries]

Thanks Jim I fly too, but my weekend off.. I expected a smoother process from Android market, in so far as retrieving previously purchased applications. Your receipt comes from the Android Mkt, but its not in your purchased apps. Lite shows up and everything else is, and your right the security switching to download an app, anyone else by Symantec, i would think twice and probably wouldnt happen. I was more concerned about the process in downloading and reactivation, the Motorola Xoom is a little unstable at times, (hence this event) we are a bit behind in Australia on versions and stability. They (Symantec)sorted it, I think its just who you connect with, he was very helpfull. Safe flight. Cheers Scott

[Andmike]

Hi no_boundaries,

Glad to hear that the Chat system worked.

As it has, you might like to mark this thread SOLVED to help DistEd2 and others to get clear guidance.

All the best.

[DistEd2 Super Bot Obliterator Mobile Master (Norton Mobile Users Discussion Forum)]

Thanks, Scott. It seems to be a hardware-dependent issue--possibly even a Xoom-specific one. I bought TWO subscriptions that first day: one for my Xoom and one for my smartphone (Droid 2 Global). On the smartphone, the process was exactly as smooth as you were hoping, and I haven't had a single problem since. On the Xoom, Erik and I went through every possible way to try to fix the Market install, with no success, before he diverted me to the Retail Build solution (activation code, which seems to be what they've done for you as well). But he accomplished that by the end of the first day I posted here, and I have been running that build ever since without issue. I suspect some of it is just figuring out that these Forums are pretty much the point of entry for getting to a speedy, reliable solution. The Symantec folks are helpful and responsive once they know you're out here with an issue--and they (as well as the power users like Andmike) seem to monitor these boards pretty closely.

Glad to hear you've got a solution.

[erik_carlstrom]

no_boundaries,

I apologize if the message implied that build 307 would pick up the prior purchase. It was only meant to convey future purchase on build 307.

DistEd,

Definitely not a Xoom specific issue, but primarily a tablet issue.