Reinstall after factory data reset on phone?

Atheos · ‎05-04-2012

I would like to purchase the full version of Norton Mobile Security from the online Norton store (not google play), but if in the future I need to perform a factory reset on my phone, will I need to purchase the full version again? Or will I be able to reinstall the app with a license key?

smithy · ‎02-07-2011

Hi Atheos
If NMS is purchased from Norton's online store you will receive a product key. So if a hard reset is required you just have to download the NMS apk again and install.and the Norton servers will recognise the device and your subscription.
It will also allow you to change to a new device and carry over the remaining subscription of NMS to the new device.

Cheers:-)

Atheos · ‎05-04-2012

Thanks for the info Smithy. I appreciate it :)

reetz · ‎01-06-2012

Hi there, I have done much research trying to reinstall my NAT. I have seen your instructions about uninstalling NAT then reinstalling it to enable setup. The problem I am having is similar to others however, I get a different error message. I have uninstalled and reinstalled both NMS and NAT ensuring they are both running directly from my mobile and not the SD card. When I am at the scren "Sign in to the NAT Web site with your Norton account to register this device", after inputting my Norton email address and password, the two available options are Sign In or Create a Norton account. Given I have an existing account, I input the details, it attempts to recognise me by taking a long time to process the login, then the message presented is "Unable to register. Connection timed out. Retry / Cancel" After many attempts, I cancelled and attempted to Create a Norton account however, it correctly identified that an account already exists for the email address which is true because it's my Norton account! What would you suggest? I have 165 days remaining on my NMS so I cannot figure what else I can do to rectify the problem. It had been working fine before the factory reset I did.

smithy · ‎02-07-2011

Hi reetz

Welcome to the Norton Community Forums.

It could just be a temporary server issue for Symantec Norton which is why

you are unable to register NAT on your Android device.

Otherwise are you able to login to the NAT website using your Norton Account

details. ?

Norton Anti-Theft Website

If you log into the NAT website with your Norton Account details and are only

given the set up or install NAT screen with the QR code etc then the following

info is of no use.It simply means that there are no devices registered to your

NAT account.

Does the login take you straight to the NAT web user interface page which

will show the name of any devices registered and show the location map.?

If you are able to login and the user interface shows registered devices

in My Devices in your NAT account is the device you are having the issue

with showing in the list.?

If it is showing in the NAT website in My Devices list you could try and

select the deice then click on the rubbish can icon next to its name to

remove the selected device from the NAT account.

Then make sure to uninstall NAT from the Android device.

Then you will have to start with a fresh install of NAT using the link in the

NMS app to set up Anti-Theft features.

And try again to use your Norton Account details to activate NAT and register

your device.

Might be worth a try.

Let us know how you go.:-)

Cheers.

reetz · ‎01-06-2012

Hi and thanks for trying to assist me with this..after reading your reply and clicking on the link you shared (Norton Anti-Theft Website (https://antitheft.norton.com/?displang=iso3:eng&displocale=iso3:USA)i am unable to get anything from that link. It advises me to Diagnose Connection Problems and it's the only link that this occurs. It continues to say IE cannot display the webpage. I am none the wiser as to what else to do. When I login to my Norton account and select 'View Order History', I can see on 7 Jan 2012 that I purchased the Norton Anti-Theft for Mobile Security Android plus I see my order number. Pls remember, this was working on the same mobile device fully prior to the reset of my phone. I cannot link to anything that actually shows my device therefore will not be able to carry out your directions any further. Any other suggestions how I can access it from my computer? Looking forward to a reply...thanks lots.

smithy · ‎02-07-2011

Hi reetz

A quick question before you go thru the things to try did you buy your version NMS

from a retail store or did you purchase it from the Norton Online Store.?

I ask because a Norton Online Store purchase of NMS will register as a product in

your Norton Account , but a retail version bought from a store should not show in your

Norton Account or Norton Management only the NAT product should be registered

as activation uses the Norton Account details.

Maybe the link i provided was not the best link for the NAT (Norton Anti-Theft) website.:-(

Try the link below for the NAT website -

https://antitheft.norton.com/

Try and login in using your Norton Account details and see if any devices are listed. Again

if it is just info on how to download NAT then the device is not registered with NAT. If it is

listed select the device and remove it by selecting the rubbish bin icon next to the device

name listed.

The other thing is Norton Management will not necessarily show the same info. I have

found devices listed in NM (Norton Management) that no longer had the products installed.

Which i had to remove myself.

So you could try and login to the Norton Management website and view the Norton products

and linked devices that you have and see if the Android device with the issue is listed. It should

be listed with NMS (If it is a Norton Online Store purchase, i think?) as a product and perhaps

NAT as well. Try the link below for the Norton Management website-

https://manage.norton.com/

So perhaps if the device shows in NM (Norton Management) that you can remove the device from

there which technically will un-link both NMS and NAT from the device. To remove the device just

click on the rubbish bin icon.

Which should put NMS back to a trial version which can then be reactivated with your product key

or by selecting subscription from the NMS user interface to regain your unused subscription.

Then try and use the link in NMS to download and install NAT.

That is all i can really think of to try.

Let us know how you go.

Cheers.

reetz · ‎01-06-2012

Hi and thx again, unfortunately both links don't wk for me, I had actually searched further in between replies and came across that website not to mention I had it saved in my favs which reminded me I'd gone to it previously when originally setting it up,I did purchase online hence it shows in my N account, I def didn't purchase at a store, I recall getting th trial then purchasing prior to trial end as it appeared worth it..I hav since deleted NAT from my HTC mob as was hoping u'd provide me a fix :-), Rita

reetz · ‎01-06-2012

Why do u think I cannot access both Norton sites, it's bizare, its like this on both my mob an pc, iv got good fast b.band an access other sites without issue? Is iv worth mentioning I hav N360 tho I don't appear able to access th sites u recommended via that..pls help me or I'v wasted NZD $30..

smithy · ‎02-07-2011

Hi reetz

Ttry searching the following using Google -

Google search- Norton Antitheft

This should be the search result to select-

Norton Anti-Theft | Laptop Security | Smartphone Security

https://antitheft.norton.com/

Norton Anti-Theft from Symantec provides security for your PC, laptop, tablet,or ... With Norton Anti-Theft, you can monitor, lock, and locate your mobile devices ...

Google search- Manage Norton

This should be the search result to select-

Norton Security – Online Account and Computer Management

https://manage.norton.com/

Norton Management by Symantec offers you the freedom to manage your PCs online. Online access to your Norton security products, enables you to easily ...

Try logging in to both as mentioned in the previous post.

Let us know how you go.

Cheers.