Norton Mobile Security

[impatienceXtrm]

WHY wont my android accept my Norton Acct password? Am trying to register device in Anti-theft; says: "Login to Anti-theft using your Norton Acct Password" then gives me error msg saying either my email address or password is wrong!

[erik_carlstrom]

As a check, try logging into the antheft portal here:

https://antitheft.norton.com

If you can't, there may be a temporary issue affecting your account.  If you can access it, try rebooting your device.  Also, check your connection.  If connected through 3G/4G make sure you have a strong signal.  

[impatienceXtrm]

Your response to my initial problem/issue is appreciated - thank you very much.

 • I paid for 3 years of Norton 360 but cannot use it on this laptop as it crashes the hard-drive. On two other computers the hard-drives just crashed after I had Norton 360 re-installed by remote access.   I have 2 years or so left on that contract, but I did not ask you to refund any money .  I feel this is still MY ACCOUNT.

• I bought Norton Mobile, paying a bit too much for something I can't even log into due to "account issues".  I still did not ask you to refund my money or give me any kind of credit.

• So, my not using my Norton360 Anti-virus on any of my computers IS THE REASON I CANNOT ACCESS MY NORTON MOBILE Anti Theft?  Is that the "account issue"?

• I STILL get this message on my android: "Please register this device with your Norton Account"

• I've tried everything you suggested so I have to believe that the above mentioned is the problem.

Kindly fix this issue or refund the money.

Now that I think about it - I'm wondering if the reason two other computers no longer work  is due to my allowing Norton "tech support" remote access .....

As I've told Norton/Symantec already - the quality of service from your Customer Support/ Tech Support has drastically declined in the past 3-4  years - so it stands to reason that the product quality would reflect the same. 

I'm sorry that I cannot use my Norton Anti-virus - but it IS paid for and whatever issues I have should NOT effect my Norton Mobile or Anti-Theft and Identity Safe.   

It would be appreciated greatly if you can tell me HOW TO UTILIZE these Norton features, if that is at all possible.  Calling Tech Support is beyond USELESS.  THANK YOU AGAIN.

[erik_carlstrom]

Installing a program won't "crash" a drive, but that's for a discussion on a different board.  When you do, I'd recommend providing any of the crash information to help pinpoint what's happening.  

I can help you with your Norton mobile issue.   I have not requested any refund or credit for you, so I'm a little confused at all the refund/credit comments. 

Let's take a step back.  First, where did you purchase your Norton Mobile product from?  Is it Norton Mobile Security or Norton Tablet Security?  What is the full version of NMS or NTS installed?  What make/model is your device?  Do you know what version of Android you have on your device?  Could you clarify at what point the Account prompt is seen?  My suspicion is that you might have downloaded the Norton One or Norton 360 Everywhere package, which would require a license for one of those two products.  

[impatienceXtrm]

Thank you for the reply, but your link took me to "download Anti-Theft for your laptop".  My problem is, again:  I cannot login to Norton Mobile Anti-Theft on my android; when choose the Anti-Theft icon,  it says, "login with your Norton Account" - I try, but I get a password error message.   I don't get it - does EVERY Norton feature require a different password?  I know I had to create one for Norton Community on my laptop.  I have passwords for Norton-whatever.  I use one when I am supposed to sign in to "Norton Account" - THAT password wont work on the android for Norton Anti-Theft.  I can't imagine WHY.  Even though I bought this subscription for a year, I feel like getting rid of it -  because I can't access it since April 2012.

[Edit: Removed the password information to conform with Participation Guidelines  and Terms of Service ]

[Andmike]

Hi impatienceXtrm.

Sorry to hear about your problems and I have to admit that I have been confused about Norton passwords in the past (and probably will be again in the future).  There may be a technical fault but I suspect that it is probably an excess of choices.

You have NAT on your Android device - I assume that was downloaded from Google Play and I also assume that you have a full version of Norton Mobile Security on your device - if these assumptions are wrong then please tell us.

Have you succeeded in loading and registering NAT from your device or is the problem with trying to do this in the first place?  When registering NAT with the Norton Servers the password that I used is the one with which my normal Norton account is registered (I use a different password to access the Anti-Theft features of NMS on my Android).

Once NAT is loaded on the device I do not bother to log on via the device at all as the control is via the web page that Erik gave you a link to.  The only reason I would log into NAT on my Android device is to track another device which also had NAT.  If you do have NMS and NAT on the device, then NAT should automatically login/go live (green) when it has a network connection either by WiFi or 3G or whatever.

When I try the link that Erik gave you I get a screen that asks if I want to buy the product but also has "Sign in" links at the top right.  Although I know that your issue is about logging in from your android device you might like to try this login to see if it works.  If NAT has been registered you should be able to try a few different passwords if you wish to see which one is recognised.

I hope that the above helps and look forward to your response so that, if necessary, we can try again.

If you are still having problems it might help if you sent us some screen shots of the problematic points and a full list of the relevant software and version numbers.

I await your response.

[Mobile-Eagle]

I am having issues with Norton Mobile Security, first when I try to open it it says that it isn't installed, but yet the app store says it is; second it is saying that my password must be between 6 and 20 characters. I started having issues recently after I updated it to the newest version. This is the second time that I have issue with this application. the First time it said it wan't installed I eneded up re-installing it and purchasing a new subscription.

I am a regular norton users and I have no problem with my Norton products on my pc, but your mobile products are beginning to act like junk.

[impatienceXtrm]

I was a loyal Norton/Symantec subscriber for many years, many computers - until 2011, when I said the same thing: JUNK.

Somehow I still have 2 yrs left on a contract for my PCs (Norton360 or whatever the latest version is) and 6 months on Mobile.  I STILL CAN'T SIGN INTO NORTON ANTI-THEFT... I get error messages even if I'm otherwise signed into Norton.  I have no idea what the problem is- but gave up and purchased other Anti-virus prog for PCs and if Norton is trying to update itself on my android - I just let it .  It seems to scan and perform certain functions I didn't ask it to do ... the main thing, shutting my phone down.

  I've opted to speak to techs who are not googling my questions while apologizing for my inconvenience-  written off  that money I gave Norton as something I just wont get back in this lifetime.  Maybe Norton/Symantec is really NOT junk now, but trying to get a Norton "tech" to explain ANYthing gives me migraines-  especially if they pretend to be attempting to answer my question based on any knowledge of their own.  I've been asked the cost of my laptops, phones and anything Norton was supposed to be protecting with more interest than they had re: problem I was experiencing.  When the technical support changed - that was about the same time I started thinking "junk" ... and it only got worse.  I have no idea how your issue was in my email, or how I'm able to reply... and I'm not going to ask.

[impatienceXtrm]

I did not download Norton Mobile from anywhere.  I'd phoned Norton Tech Support regarding a PC issue and before I knew it, I owned Norton Mobile and there it was on my android.  NAT worked at first - then one day .... whatever happened, happened and got worse each time I inquired about an issue.  I gave up and even though my subscriptions are good for a couple more years, I've purchased other protection ... How I am here, and able to see your post or even reply to it is beyond me... thank you anyway.

[Andmike]

Hi Mobile-Eagle.

Welcome to the Community.

Sorry to hear of your problems.  I suspect that this may be associated with some general problems related to the latest upgrade of Norton Mobile Security on the Google Play site, and the Norton Anti-Theft website which appears to be down at the moment.

I know it is very frustrating but I would suggest that the best thing to do might be to wait and try to register again in a few hours or maybe tomorrow.

I think the Google Play site is showing that you downloaded the app while problems with registering the software with the Norton Servers are causing the problem.  On past evidence Norton should have this fixed within 24 hrs.  

As for the double payment, I again would do nothing at the moment other than keep the records of the payment.  Then when you have successfully activated one copy of the software contact Norton "Chat" via an internet link, and explain the issue.  I am confident that you will get the second payment refunded.  If not please come back and update us.

Good luck.