Norton app advisor issue after latest update

I just looked at my Android 9 Samsung Tab A tablet and saw 3 Samsung updates available. All showed the Safe status from Norton's App Advisor. 

It is possible that there was just a temporary server issue between your device and the Norton servers. What part of the world are you in? It may be some localised outages.

After the factory reset, does the App Advisor work correctly for any apps?  And then does it still show no network for the Samsung apps?

If so, could you send logs to Norton to help diagnose this issue? Open the 360 app and tap the three bars at the top left. Tap on Settings > General, and scroll down to the Logging section. Turn on Enable Debug Log. Then continue using your device until your issue happens again. In your case, try the App Advisor for apps that it does scan and apps that it shows the network message. After the issue has happened, go back to the Debug Log settings and then tap on Send Error Report with log files. In your submission please include "forum 'your username' " in the Case ID section of the report. Also include a link to this thread. You can turn off logging when you have sent the logs.

If you do send logs, please let me know and I'll notify my contacts to look for them.

When Network Unavailable is displayed, were any of the apps not part of the OS?

I'll pass this along to my contacts.

Thanks for the added info. 

I'll let you know what I hear.

There is no way to tell how long any fix can take. Norton will never say a fix will be available on any given date because there is no way to tell how long it will take to identify the issue, find the code section, determine how to fix the code, fix the code, test the code and then release. Any glitches in any of the processes means the whole process has to start again.

I think we have to define what these Samsung apps are. If they were actually part of the OS, they would come from updating your OS in Android Settings.

As these apps come from the Google Play Store, they would be considered add ons. As such, there could always be a risk. But you can lower that risk by tapping on the app before downloading and ensure that the developer is Samsung. I still cannot think of why these apps from Samsung seem to be singled out for App Advisor not seeing them.

I have let my contacts know that the new version has not changed anything for your issue. I'll see if there is any more information they need. 

EDIT

Just an outlier suggestion. Check in 360 Settings > Security > Scans section. Check the setting for Scan System Apps. If it is turned on, try tuning it off and see if you still see the issue in App Advisor. 

I did not really think it would. But thought it might be worth a try.

No. I do not get any updates until there is a pending update. The closest I got to a real time update was that they were unable to reproduce the issue at their end.

Another thing to check might be to see if you can determine when your device last got an OS security update from Samsung. Maybe it coincided with the Norton update and could be the cause of the sudden incompatibility.

Thanks @Andmike for the added confirmation here. Feel free to add a set of logs for our friends at Norton.

I wonder if this is an Android 12 thing on Samsung devices? On my Android 9 Samsung tablet I cannot even find the apps in my Google Play Store app that you and Bart are finding this issue on .

As I am just a user like you, the only thing they can tell me is what I have already passed on to you. My contact has duplicated the issue and passed along the information to the appropriate department. Along with your logs.

I have just heard that they have identified the issue. That is the first step to a fix. So stay tuned.

I've also noticed the "Network Unavailable" in Norton 360 App Advisor for Google Play for many apps (US region). Simply searching Google Play for "file explorer" then start clicking on each app will produce some -- I've attached a pdf with some screenshots of three examples. I've also included screenshots of "Safe," "Unusual Behavior," and "No Info" scan results. I think Norton needs to list the possible scan result labels with a short description for each in Norton 360 Help. Note that after the app with scan result "No Info" was installed, the scan result in Google Play changed to "Safe." It returned to "No Info" after it was uninstalled. However, the apps with scan result "Network Unavailable" showed the same result whether installed or not installed.

I'll ask again if there is any update. Sorry I can't do more.

Only thing I heard from my last update request is that my contact will check and get back to me when there is some news.

Nothing more we can do until my contact can get an update. 

I have the latest Norton 360 Mobile update 5.40.0.220715002 and have the same issue with the incorrect message from Norton. Running Android 12 on Samsung Galaxy S22.

Since all the apps you have referenced and all the same ones I have found have this "no network available" message it is apparent there is a logic error in the Norton app advisor whereby the message should probably read "no info available". 

The network message is erroneous but I think Norton has no info concerning these OS apps that have been separated from the OS as individual apps in Android 12 as I have assumed.

Bottom line for me is that it is a cosmetic error and not some malware.

Since the "Network Unavailable" label is only for an update to Norton 360 and Norton 360 is telling you that about its own update, I would say it's safe to update. Not being able to fix the labeling issue in Google Play tells me the program has gotten too complex for the resources the company can apply. (A similar thing is going on with a financial program that starts with Q, in which clicking on view credit score has resulted in error - server not responding - for many months.)

thanks for your reply, MickMickle :)

As I never saw this issue on my device, please post here when you get the update and whether it resolved your issue.