Norton Tablet Security

[vocaltechie]

In the information provided about Norton 360 Everywhere--in the comparison chart, on the Norton website, it states: 

"Lets you remotely lock, locate, and wipe your phone via SMS anytime."

I have a wifi-only tablet, as well as Android phone, and would like it covered.  If Norton 360 everywhere is using SMS technology to cover things, it will do me no good if the tablet might be stolen.  Is this true?  It would need to be utilizing Google C2DM technology to cover tablets. 

I would like to cover everything under one license, rather than using Norton on my PCs and Lookout on my Androids.  Can Norton 360 actually cover a wifi-only tablet device? 

Thanks for any help

Michael

[Andmike]

Hi vocaltechie.

Welcome to the Community.

It is my understanding that for some reason Norton 360 Everywhere does not cover Norton Tablet Security.  However it does cover Norton Mobile Security (NMS) as you say.  Now having NMS installed on your tablet (even if it will not handle SMS) should allow you to install the Norton-Anti Theft plugin which would then allow you to track your device and lock it remotely without having to use SMS.

I have not tried Norton 360 and so I am not speaking from personal experience.  

I believe that the version of NMS that comes with Norton 360 Everywhere is slightly different from the normal Google Play version but that should not cause any problems.

Hopefully you will get an authoritative Norton response here, if not you could always try the package on the basis on Norton's excellent refund policy.  If after a short trial you find that it does not do what you had expected then you can seek a full refund.

I hope that helps.

[vocaltechie]

Thanks Andmike.  I appreciate your answer.  I've talked to Norton on the phone and via chat to try to find an answer for this before purchasing 360 Everywhere and no one seems to know the answer.  I had two people who simply kept giving me stock answers that were not relevant to my question.  It sadly exemplified the exact reason why people come to hate outsourced tech support.  Hopefully, someone can answer me here. 

[Andmike]

Or ..... you could try it and then come back and give us all the answer.  Getting a refund if it does not work, as a bonus.   ;-)

Whatever -----  Good Luck.

[vocaltechie]

So, I decided to go ahead and follow your suggestion: I'd install it and, if it doesn't work on a wifi-only Android tablet, ask for a refund. 

1. I purchased 360 Everywhere and, once it was installed, scanned the QR code on my home computer to get to the site and install it on my Iconia A500.
2. I downloaded the APK and (even though the instructions were incomplete) used a file explorer to run the APK and install it.
3. Though it was asking for an "activation code",  I guessed and put in the Product Key to go to the next screen, where it automatically downloaded my email address associated with the account and 360 Anywhere.
4. I put in my password.
5. It returned with the message that I need to ENTER A VALID EMAIL ADDRESS.

WHAT? 

1. It downloaded the address and doesn't give me the option to change it.  Plus, it's the correct address.
2. I've tried re-entering the password to see if it has a faulty error message.

NOTHING.  I cannot activate the product.  I can't even see if it works.

[Andmike]

Hello again vocaltechie.

I am hoping that someone more knowledgeable about tablets is going to join us in this thread but in the mean time let me try to get a better understanding and see if we can find a way out of this.

My understanding is that you have Norton 360 Everywhere installed and working on your PC, and the problem lies with getting Norton Mobile Security working on the tablet.

You refer to the instructions being incomplete - I assume that you had to amend the settings on your tablet so that you could install NMS from "Unknown sources" - don't forget to turn this off again now if you have not yet done so.

What puzzles me (and don't forget that I have not tried a 360 Everywhere installation of NMS) is your comment that after entering an activation code it "automatically downloaded my email address associated with the account and 360 Anywhere".  From where did it "download" your email address and where did it associate it with the account?  All I can recall about installing my version of NMS is putting in an activation code and that we it all done.  However this does seem to indicate the the "activation code" was a valid one...

You then refer to entering your password.  Is this on the tablet or on the PC and is it the Norton account password or the NMS Anti-Theft password (which can be different).  Do you have or have you had any other Norton Passwords?  By the way do not forget that Norton passwords are case sensitive (sorry if that sounds a bit like teaching granny how to suck eggs but I am casting around for anything here!).

Two other things to try are:-

1 - Switch off the device (possibly temporarily remove the battery) and then reboot, let the device settle down, get a good wifi connection and then try again.  That sometimes works.

2 - Contact the Norton Chat line which can be reached via this link.  They are normally very quick and helpful, though in your case you do not seem to have had much luck in the past.  Is there a specific link suggested in any of the Norton 360 documentation?

I hope some of that helps.

[erik_carlstrom]

vocaltechie,

How many seats have you used?  

The email address listed in the product is tied to the product key (activation code) used.  Can you log into your Norton Account using that email address and password to test?  

[vocaltechie]

I had plenty of seats to use.  I'd only used two of them, on my PCs. 

I had a tech representative call me yesterday, after spending a very frustrating and very long time with a chat tech support person.  Overall, I have to say the tech support I have seen from Norton is some of the worst I have ever encountered.  I have now spoken to five people in trying to deal get all this set up. They all gave me different information and really never truly answered my question.  They told me things AROUND my question.  It was kind of like watching Michelle Bachman be interviewed. They knew talking points, but just didn't have the answer.  Sadly, I think a lot of this was also due to the fact that tech support is obviously greatly outsourced to Asia. 

I was finally able to get Norton onto my wifi-only Android tablet (ICS, Acer Iconia A500).  Though one tech person said it is not compatible, it worked--somewhat.  Not all functions that are described on the Product page to advertise it worked correctly.  The problem is Norton has contradictory statements in the pages.

Though I did get it working, I never got past the problem that I encountered in the setup.  The issue is the point it hung up in setup isn't actually setup--it's registration.  However, you don't realize that because there is nothing that indicates it.  I discovered this by finally canceling out of setup, resstarting both the computer and program and noticing the REGISTRATION bar at the bottom.  When I went into that, I would come to the same error, that stopped everything.   Basically, it was impossible to register the program. 

After hours of frustration and an incomplete outcome, I decided to go the Refund route.  They instituted a refund to my credit card, I uninstalled the 360 Everywhere from my tablet and my computers, I went back and purchased 360 version 6.0 for my computers, and I will be putting Lookout on my tablet.  At this point, it is a far better product. 

Norton 360 Everywhere is a great idea; it's simply not quite ready for primetime where tablet computing is concerned. I never got past the tablet to see if the Mobile phone version was any better.   Maybe Norton will learn some from their competition and get the product up to par, then I will happily try it again. I would much prefer to have everything wrapped together. 

Thanks guys.

Michael

[Andmike]

Sorry you had such a poor experience vocaltechie.

I'm still not clear as to what product you were trying to install on your tablet, and so cannot comment any further on the functionality or registration issues.  

Now that you have decided to abandon the 360 Everywhere route you would be free to use Norton Tablet Security which most people seem happy with.  However if you are happier with Lookout then I just wish you well.

If you have any details of the case number you were given for your Chat sessions you could consider providing them to one of the Norton reps here so that they can make sure the the staff are fully briefed on the relevant issues for future enquiries.

I'm glad that the refund option worked well.

Good luck for the future.

[erik_carlstrom]

I had to ask to try and clarify what happens.  The particular message you mentioned seeing didn't come up in our testing.  I talked to a couple people and one did see something similar to that message when they were testing with a key that had exceeded their allowed seats.  

I can confirm that the product is compatible with ICS, but of course the phone related items won't work on a tablet.  Overall, the app will still function though and having NMS present does allow for the NAT plugin to be installed.  You mention contradictory statements.  If you have examples I would be interested in these as I can have those corrected.  

You're correct that this is during registration.  You were essentially binding the license for the key to the device.  Since the problem is occuring at this point, this does impact what is available and active in the program.  We could have continued to troubleshoot this problem to determine what was going on, but since you decided on a refund that is moot.  

As Mike mentioned, if you have case numbers please send that to me via Private Message and I will look into the problems with the agents.