09-08-2011 09:25 AM - edited 09-08-2011 09:33 AM
My Norton Mobile Security (NMS) product, purchased from Staples, makes my TMobile HTC G2 "freeze" or act sluggish when I start NMS.
I've tried uninstalling and then reinstalling the app, with the same result: "Sorry! Activity Norton Security (in application Norton Security) is not responding." Options: Force close, or Wait.
I select Wait, and eventually the app interface appears--but it's frozen. Pressing Set Up Anti-Theft, Anti-Malware, Call & SMS Blocking, Web Protection etc take FOREVER. The app seems to run slow as molasses. Then I get another message, "Sorry! Activity Norton Security (in application Norton Security) is not responding." So I do a Force close--and even THAT seems to take forever to execute!
I looked in my Download folder on my SD card. I see two files, MobileSecurity-28.apk (1.00MB) and MobileSecurity-28-1.apk (1.00MB). After uninstalling NMS, I chose to delete BOTH the MobileSecurity apk files. (I was hoping that by doing that, I could "start from scratch" and do a "fresh" or "clean" installation.)
I then reinstalled NMS a THIRD TIME, from the web site indicated on the plastic activation card that came with the boxed app from Staples.
But this time, before I reinstalled, I closed the browser, cleared cache, history, cookies, form data, location access, and passwords. Wasn't sure if that would have any effect; just chose to do it. (Funny thing is, during the previous reinstall, it DID NOT ASK FOR THE ACTIVATION CODE--so apparently, SOME data stays on the SD card, EVEN AFTER uninstall.)
Went to the Norton Security install screen, chose Install. Got the message, "Application installed". Selected Done.
Went to All Applications on my G2 and selected Norton Security. Got the "Agree & Launch" screen. Chose to join Norton Community Watch. Selected "Agree & Launch."
The License Server started (please wait), then got a message "License updated." BUT THE DAYS LEFT STAYED AT 3, AND THE APP FROZE AGAIN--OR AT LEAST, IS EXTREMELY SLUGGISH. Waited...and waited...and waited...and waited some more...after about a minute, got the message, "Sorry! Activity Norton Security (in application Norton Security) is not responding."
NOTE: Similar message that sometimes appears: "Sorry! Application Norton Security (in process com.symantec.mobilesecurity.base) is not responding." Options: Force close, or Wait.
However, underneath that message, I can see the Subscription updated to 337. But my only options are Force close, and Wait! Auuggghhhhhhh!!!
I GIVE UP!!! I'M GOING TO UNINSTALL IT AGAIN!!! Can anyone assist with this issue, please? If this can't be fixed, I would really like a refund from Symantec/Norton. This is just awful... Again, I'm using a TMobile HTC G2. Thanks...
Solved! Go to Solution.
09-08-2011 09:48 AM
You have had quite a time of it! Not sure I can help but can you let us know if you think you had a good secure data link to your phone when you were installing the software? I am just wondering if it was the link to the Norton Servers that might have been a problem.
I assume the software details at the end of your post refer to your PC and not your phone. What version of Android is that using?
09-08-2011 09:58 AM
Please wait on uninstalling. The code is saved to the device while it's active. Uninstalling an reinstalling will go through the same activation process, so let's try to avoid that for now. The two files in the downloads folder means you had downloaded the APK twice. Android adds a number for subsequent downloads of the same file. Could you provide a couple more details:
Version of Android
Any other security apps installed (Lookout, AVG, etc)?
How much internal memory do you have?
Do you know how much free memory you have? (On some devices you can get to this by going to Settings > Applications > Running Services)
09-08-2011 10:36 AM - edited 09-08-2011 10:45 AM
I'm sorry; but I already uninstalled it again. In fact, I also uninstalled Norton Utilities for Android, thinking that may have been related to the issue. I then also tried reinstalling NMS without the Norton Utilities--no difference in behavior. So, I uninstalled it again! lol
To answer your questions (I hope):
Android version 2.3.4
No other security apps
RAM: 87MB used, 251MB free
Internal storage: 213MB used, 1.1GB free (again, seems like plenty to me)
16GB SD card (using Windows Explorer on my computer, I see 831MB used, 14.0GB free on the SD card)
Also, I deleted both apk files from the Download folder. NMS has worked before on my phone; both the free (beta) and paid products. I don't know what--if anything--I may have done to the phone to cause it not to work.
Other downloaded (from the Market) apps on my phone include:
Adobe Flash Player 10.3
Animated Analog Clock
Animated Analog Clock Pack (Glass)
Animated Analog Clock Pack (Sense UI)
Earthquake Alerter Beta
Maps (Google Maps, I'm pretty sure)
My Account (T-Mobile app)
Quick KJV Bible
ScoreCenter (ESPN app)
I don't recall installing or uninstalling any apps after installing NMS. Thanks for advice! (I'm leaning toward doing a Factory Reset at this point...I'm really stymied!)
09-08-2011 11:06 AM
A factory reset should definitely get things running better. That said, it is an extreme step though. Have you had the paid version installed for a while and just recently noticed this problem?
Thanks for the list of apps. I have several of those installed as well, but don't see what you're seeing. Have you tried a soft reset to see if the performance improves? There's an app called CatLog that you could use to collect logging while recreating this problem. There's also "report a problem" within the app itself. Have you tried to report a problem from within the app?
09-08-2011 11:39 AM
Yes, the paid version has been installed since August 10, 2011. It just began "acting up" in the past 24 hours. Again, I can't recall installing or uninstalling any new apps since buying NMS; so who knows what's up? No clue.
I've tried a soft reset, to include removing the battery and waiting a couple minutes--no improvement, unfortunately. I was going to use the "Report a problem" button; but it gave me the impression the app was "frozen," so I did a "Force close" on it. I won't try the "Report a problem" button now, UNLESS a Factory Reset fails to solve the problem, AND I get the program to open (rather than freeze or behave sluggishly).
If I can install it again and get it to repeat the same issue, I will try to install CatLog and see if it won't record the issue. Thanks, and will update after doing a Factory Reset this evening!
09-08-2011 03:46 PM - edited 09-08-2011 04:13 PM
Erik, you're welcome. I downloaded and installed CatLog, then started a log. I then downloaded and installed NMS, and selected "Open" rather than "Done." The app opened--registered with the server--and promptly froze up. So, I did a Force close, then stopped CatLog.
Now what? lol~ I don't know what to do with the CatLog file...I've never used CatLog before. It says the log may contain "sensitive data?" (Ahhh...I see the activation code in there. Yikes.)
If you're unable to reply by 7:00 PM USA Central time, I will go ahead and just do a master reset, I suppose... Need my phone to be working properly! Thanks again!
09-08-2011 05:10 PM
09-08-2011 06:32 PM
Hi Erik. Not sure about verbose logging; but I will send you the log and that should answer your question, I presume. I've done a Factory Reset and am restoring apps. The first one I will download will be Norton Mobile Security. Hopefully, if there was some corruption somewhere, then by installing NMS first I can get a clean installation. Would you agree? Thank you!