Norton Mobile Security

[B1]

Hello: Tried the link in IE, Opera, Chrome, & Firefox. Chat still doesn't work so I sent an email in hopes of getting an answer. Take care all. B1

[tinfoilhat]

OK. I have an update. Spent 1400-1523 in Chat with a nice representative who tried to help me. We tried several times, but no joy.

First problem was I had to upgrade from Android Market to Google Play. I didn't even know about Google Play. This was news to me that the Android Market has been replaced. OK. Next, the Anti-theft plug-in would not register because it said my license was registered to another Norton Account. I have about six sentences I would like to say about that, but will leave that alone for now.

Then, the rep and I realized that NMS was NOT asking for a product key/activation code when I was tapping on Install. This was the deal breaker. It installed 3 times and showed the correct number of days left on my subscription. When I tapped in the Subscription area at the bottom, it contacted the license server and came up with my original product key and the date I bought NMS. It did not give me the opportunity to load the new product key I had been given during the Chat.

The Case of the Missing Product Key Prompt ... (g) ... who is the Russinovich around here?? Help! (g)

My plan is to uninstall ALL Norton products, clearing data caches right before uninstall. Then power down (a shutdown and restart has been good on Windows and Linux, so maybe it will help on Android). The troubleshoot session continues!

tin

[Andmike]

Hi tinfoilhat and B1.

tinfoilhat - glad you had a constructive session with chat though I'm sorry it was so long and did not lead to success.  I will be interested to hear how you plans pan out.  Stay in touch.

B1 - surprised that you still cannot get a link to Chat, as you can see it worked for tinfoilhat.  Can you tell us where you are?  I am just wondering if the servers are recognising you as being somewhere they don't expect.  I expect the link I gave you assumes you are in the USA (though I am in the UK), Erik's should have allowed you to state where you are. Otherwise I am a stumped at the moment to work out why you should fail to get through.  If anyone else has any idea please chip in.

Good luck.

[tinfoilhat]

JOY!!

We have defeated the Snafu! Just to refresh, my phone is an LG Optimus Q running Android 2.3.4.

Exact steps:

01. On my Android phone, I uninstalled NMS and deleted all downloaded packages from my SD card using NMU.

02. Navigated to secret web site from my computer to download NMS (see your Chat Representative for this).

03. Used Norton Snap on my phone to scan the QR Code on the download page from my computer screen.

04. Download initiated. When it completed, I did NOT initiate an install from the Notifications area.

05. I backed out to my phone desktop.

06. Deleted all other Norton apps (Snap and Utilities), clearing data caches just before uninstall.

07. I did NOT delete the last download of the NMS .apk.

08. Powered down phone.

09. Turned phone back on.

10. Powered down phone a second time.

11. While powered off, I removed the back cover and removed the battery.

12. Removed the SD card, just for good measure (had photos to upload to desktop computer anyway).

13. Reinserted SD card.

14. Reinserted battery.

15. Reattached back plate.

16. Powered on phone.

17. Waited until I was sure my phone was fully operational (on my phone, the 3G icon turns green).

18. I went into Settings, then Applications, and made sure that 'unknown sources' was checked.

19. I then navigated to the Apps list and scrolled down to Downloads (I did not use the Notifications Area).

20. From the Downloads folder, I clicked on my NMS download and initiated the installation.

21. At first, I thought it was going to do the same thing it had done before, but it finally presented the Activation Code box.

       (Note: Subscription showed 3 days at this point.)

22. I entered the new product key/activation code given to me by the Chat Rep.

23. NMS contacted the license server and installed/activated/verified THE NEW KEY!!

24. I clicked on the Subscription area to confirm the new key. I confirmed the number of days left on my subscription.

       (This had changed to 266 days.)

25. I then went to Google Play and redownloaded and installed NMU and Norton Snap.

It may be that Norton Customer Support did something on their end since my Chat earlier today, but I am giving these detailed steps just in case something that I did corrected the problem of the Missing Product Key/Activation Code Prompt.

Meat is back on the menu, boys!!

B1: Try typing in chat.norton.com in a search box in your browser and see if it gives you a good link to follow. Hopefully, you will do this in the Norton Toolbar (g). Best of luck getting to Chat. I couldn't get there the first time I tried but got there the second time, and it froze ... didn't complete. I was finally able to get through earlier today on my third attempt. Let us know if you find a good link and get to Chat.

Oh! And I should mention that when I got hooked up with Chat on the third attempt, the semi- grayed-out screen that gives you the Case number had no Case number. I asked the Chat Rep what the Case number was going to be and it was the same one that froze last night. So, somehow it remembers you .... (g) ... which was good.

tin

... reporting Case Closed ...

[bymarc]

Re:  "Norton Security license expired"

As requested:

Make: Motorola

Model: DROID BIONIC

Version of Android:  2.3.4

There was no update of Android unless it occurred automatically without my knowledge.

I have not contacted support.

 Help us!

[virg24]

Hi!  I got the same problem...AGAIN!  I originally had the problem on 3/1/2012.  On 3/4/2012, I got on the chat session and the tech person had me uninstall and reinstall Norton Mobile Security.  Everything was ok for the rest of the month.  Then today I got the same problem.

[erik_carlstrom]

We're still investigating this issue.  If you're willing to help, there is some logging infromation that we need to dig deeper into this issue.  For those willing, please install CatLog.  Start verbose logging, reboot the device and ensure that you get the "License expired" error/prompt again.  Stop logging and save the log to a text file.  Then send me a private message with the following information: Size of the log file, that this is for the License Expired issue, Device Details (Make Model, version of Android).  I will send you a way to send me the log file.  

[richard_av]

I sent Erik at PM this morning about my issues with NAT. I would like to share for the benefit of other forum members my attempts to resolve the License Expired/Server not available.

On 4/1/12 I got the message that my license had expired for the NAT. License for NMS showed 355 days remaining.

Attempt #1:

I deinstall, reboot and installed NAT. Now getting error after I enter my login/password "Unable to register: Unable to reach server" while performing  the "Check account entitlement".

Attempt #2:

Based on another post on the forum, I force close NAT, clear data, deinstall, reboot and installed NAT. Same error as above.

Attempt #3:

I force close both NMS & NAT, clear data, deinstall both, reboot and installed NMS. Completed installation of NMS version 102-1.apk successfully and setup my SMS. From NMS, I click on AntiTheft from Google Play and installed. Same error as above.

Attempt #4:

Using the website antitheft.norton.com, I removed my device, force close NAT, clear data, deinstall, reboot and installed NAT. Same error as above.

Now I have no device listed on the antitheft.norton.com site and I followed the instructions provided by signing into my Norton account from my phone and then perform the NAT install. Still getting the error "Server not available".

Attempt #5 (this was on 4/2):

I signed into the website antitheft.norton.com from my phone and installed the NAT. Still unable to register with the server.

Attempt # 6:

I am getting the error "Unable to register: Your Norton Security license is registered to a different Norton Account". I only have one Norton Account.

Interesting Note: On 4/1/12 when I signed into the antitheft.norton.com site, the status of my phone was shown offline. My phone is always on except for brief reboots. Later in the day, same status, offline. Makes me think that if I did lose my phone that I would not be able to use any of the features of NAT (scream, wipe, lock, etc).

[erik_carlstrom]

Thanks Richard. I've sent you some more details in response.  

[richard_av]

Sent Erik my CatLog file.

I hope that other forum members will follow Erik's instructions to download CatLog, capture their error and PM Erik to send your CatLog files since my situation has mutated from the license expired/cannot reach server to "Unable to register : Your Norton security license is registered to a different Norton account.".