Norton Mobile Security

[patriciamcd]

I've been using Identity Safe with Norton 360 on my PC for several years and have come to really depend on it.  So, when I got my new Android 2.3 phone this weekend, and found there was a mobile app that would let me have access to my ID database, I was really excited.  I went through the Settings on my PC to put my Vault into the cloud and set up a special login for access to it.  When I picked up my phone and tried to login it, it told me the login was invalid.  I've reinstalled the app several times, but that didn't change anything.  I searched the Norton support database to no avail.  I finally got the opportunity to get to live chat for Norton support, but they couldn't help me and referred me here.  Has anyone had this problem or have an idea what I should do next?  I really like the concept of how this should work, but if this won't work then I may have to look at going back to EWallet or something like that.

[Andmike]

Hi patriciamcd.

Welcome to the Community.

Sorry you are having trouble and surprised that Chat was unable to help.

First I should point out that you may be in the wrong place as this forum is intended for the discussion of Norton Mobile Security issues and the forum for discussion of Norton Identity Safe issues is here.  That said, and before I send you away empty handed, given that this does appear to be a mobile issue - can you confirm that what app you downloaded (presumably from Google Play) and what steps you went through to try and install it.

Do you have any other Norton apps on your new phone?  Or do you have any other security apps on the phone?

I  look forward to hearing from you.

[patriciamcd]

I couldn't really tell the appropriate place to post since the Identity Safe Mobile app only seemed to have a forum for the Beta version and has been closed.  Thanks for asking; I'm hoping you can help, but if I need to post elsewhere that's ok.

I added Norton Security Lite and Norton Snap before adding the Identity Safe app.  Snap doesn't appear to work, but I'm new to the Smart Android phone so I may be doing something wrong (although it appears very straightforward and I can't find any settings I havent been through). No other security apps have been installed and the settings regarding security that are phone native are on default which means its all open except for reporting my location which is basically shut down. 

I hope this helps and thanks for your time.

[patriciamcd]

Sorry - forgot to add that yes, I did download it from Google Play, but also from the Norton website where there is a QR code for initializing the download.  By now I've uninstalled and redownloaded/reinstalled about 4-5 times.

[Andmike]

Hello again patriciacmd.

Thanks for the feedback.  Sadly none of it gives me any ideas other than that you should ensure that you have a good network connection when you try installing the app (this would also need to be the case for Norton Snap).  

I would recommend that you try rebooting your phone and ensuring that you have good wifi connection established before you try the installation.  If that does not work then I would suggest that you start a new thread in the Norton Toolbar / Norton Identity Safe forum as they should be more experienced with the product there.  I am not using it and cannot really try it out as I do not have identity safe in use on my PC.  I also note that no one else here has been able to offer help so far.  :-(

I hope you do not feel I am abandoning you - I'm just trying to point you in the direction where you are most likely to get the best help.

Good luck.

[patriciamcd]

I understand and I appreciate your suggestions.  I did try the full reboot of the phone and although I have a very strong WiFi connection, that is part of the reason I completely redownloaded to reinstall the 4-5 times that I tried.

Again, thanks and I'll try the Identity Safe forum.

[Andmike]

Thanks for the kind response and I am delighted to see that albertcwang was able to quickly solve the problem for you in the other forum.  :-)

[portablemom]

Is your Norton 360 is supplied by a third party, i.e.: your internet provider, as mine is?  If so, you may not be able to access your 360 ID Safe nor to migrate it to the online version.  I had to re-enter all login info, notes etc by hand for the online version that I am using on an android phone.  All logins I entered show, but none of them auto fill when I open the websites.  Hope this helps keep you going around in circles as I did for 3 days.

[Andmike]

Hi portablemom.

Welcome to the Norton Community Forums.

Thanks for your helpful post but I think I should point out that  patriciamcd made her post in May last year and has not been back to the forum since then.  :-(

If you have an interest in Identity Safe on mobile devices then this is now being covered in the Other Mobile Products forum.  I hope you find that forum helpful.

All the best.