Norton Mobile Security

[erik_carlstrom]

As the contact center needs to properly handle this I'm going to ask tthem to follow up.

[mllorente]

I Have de same problem, with a xoom wifi, my order is #<removed>, is in spanish. I hope you can help me. Tnks

[Edit: Removed order number to conform with the Participation Guidelines and Terms of Service]

[Andmike]

Hi mllorente,

Sorry to hear about your problems. 

In the sticky post at the top of this forum ("Issue being investigated -Updated August 23") Erik a Symantec Technical Product manager has posted the following about the problem:

Quote:

There appears to be an issue for some customers when attempting to purchase Norton Mobile Security Lite.  If you have downloaded NMS Lite, purchased the full version, and at some point after the purchase the product reverts to NMS Lite.  We need the following information collected:

The device make and model

Whether the device is Wifi only, connected to the internet through an ethernet dock, and/or 3G/4G

Version of Android

Whether or not device has an SD card or not

If everyone could either reply to this post or create a separate post with this information it will help in better determine the cause of this issue.  You can also contact support to obtain a key and a build.  You can access support from the following:

For English the support link is

https://www-secure.symantec.com/norton-support/jsp/contact/contact.jsp?pvid=f-mobile&version=&produc...

 For other languages, please use the same link. From there, click on the globe in the upper right hand corner and select your preferred language. 

Unquote:

So you might like to follow that up.

Good luck.

[colliecottage]

I upgraded my HTC Flyer (running android 2.3.3) from Lite to the full version on 21 August. All was fine until I installed updates on 26 August, when I received a notification that NMS had converted to Lite because my subscription had expired. So I upgraded aagain, but despite doing this it is still on Lite. So I've now paid twice!!

[erik_carlstrom]

colliecottage,

As Mike mentioned, if you contact support you'll be provided an alternate download and key.  We will also refund the extra charge once you contact support.

[colliecottage]

Thanks Erik - I 've tried completing the online form on Support, but I don't have a serial number or product key. As these are mandatory fields I cannot submit the form.

[Andmike]

colliecottage,

Try going for the CHAT option they should then be able to sort you out.  Unfortunately the form is not currently set up to support this NMS problem, probably because it is so new.

Good luck.

[erik_carlstrom]

Did you try this link?  The key and serial number should not be required fields.  Just scroll down to emai or chat here. Choose a generic subject if you choose email. 

[montiensw]

Erik
You are a legend and hero!!!!!

Help must appreciated.

[mllorente]

Is a Motorola Xoom MZ604, WiFi only, without sd card, OS Android 3.1, now is check the box unkowded sources to alow the instalation.

Tanks.