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Kudos0

Active license deactivates on Android devices

Suddenly, after 3 months, my 2 Android licensed installs are declaring license expired. The license actually expires 19 Jan 2020, and continues to work fine on 3 Windows devices. When I try to login to attempt repairing this, my login is denied with wrong email or password. Note that all my licensing is from multiple purchases of "Norton Security with Backup 10 licenses", and since the NIS Android app does not allow one to enter a product key, but only a login or create a login, it would appear that the limited registration process has no way to discern which of my licenses to use, and thus fails. After multiple attempts to communicate this to the Norton Support team, it became clear they weren't up to understanding or handling this, so I am attempting other forms of getting this information to the Norton IT Department. Please fix this app shortcoming.
 

Replies

Kudos0

Re: Active license deactivates on Android devices

Try going into the Norton Mobile Security, NMS app settings. Tap on the 3 bars at the top left of the NMS screen and tap on Settings. Scroll down to the Anti Theft section and turn off the Device Administrator setting.  Now go to Android Settings - Apps. Scroll to the NMS app and clear the app cache and app Data. Restart the device and turn the Device Administrator setting back on. This will reset your NMS to a trial version. To get the full version back, open the NMS app, tap on the 3 bars at the top left, then tap Sign In. Enter your Norton Account information and you should have the full version again.

Then test to see if things work properly.

Things happen. Export/Backup your Norton Password Manager data.
Kudos0

Re: Active license deactivates on Android devices

Thanks for your input. Could not try this, as we already had uninstalled the app, shut down, booted, and reinstalled the latest app offering on the Play Store. Anti-Theft state is now 'requiring setup', i.e. a login leading to a license, and my login is denied as "wrong email or pw...", yet it works fine on 3 other Windows devices.

Did you properly consider my earlier statement, "...since the NIS Android app does not allow one to enter a product key, but only a login or create a login, it would appear that the limited registration process has no way to discern which of my licenses to use..."?

There is another possibility though, that occurs occasionally. The Android app's accepted length of password during sign-in may not match the length allowed during registration at Norton.com via a web browser, and thus the app may not be transmitting all the characters of my password. I have experienced this programming bug half a dozen time over the years, with lesser banks and stores, etc.

Kudos1 Stats

Re: Active license deactivates on Android devices

How many characters are you using for your Norton Account password? 

Did you properly consider my earlier statement, "...since the NIS Android app does not allow one to enter a product key, but only a login or create a login, it would appear that the limited registration process has no way to discern which of my licenses to use..."?

How many subscriptions do you have? If only the one active subscription to Norton Security Premium, there is no license to choose? Signing into the Norton Account automatically chooses an active subscription. On my device, I just tested and when I cleared the app data and signed in to my account, I was offered a choice of multiple subscriptions I have that could activate the NMS app.

Things happen. Export/Backup your Norton Password Manager data.
Kudos0

Re: Active license deactivates on Android devices

Ah, thanks! So it appears it may be the password length. As a rule of thumb, I use the maximum length a website's registration allows, via a Windows browser.

FYI: I have experienced more than a few times where a store or bank will set a registration page's password MaxLength setting to a value larger than what the database max length is set for on their server. And then although registration may complete with no errors, a test of the new login fails afterwards, the test being to wipe cookies and login in with a freshly loaded browser. The fix in those cases is to notify the IT department, or if they persist in being dilettante to register with a less secure password. In this case it appears that it would be the Android app system that fails in some fashion.

I could try switching to a shorter password, but I have so many devices registered that this would cause me an inordinate amount of work re-entering the new pw on every device. I am the customer after all, not the IT department getting their offering right.

Anyway, I've had this login for many years, and as stated before, I can login to Norton.com via a web browser, and via Norton Internet Security on Windows devices.

How to get IT aware with this issue. :)

Kudos0

Re: Active license deactivates on Android devices

You did not mention how long your password is? With that information, I can test and forward any conclusions to my Norton contacts.

Going back to your original post. How did you originally activate Norton on your mobile products? 

Do you have more than one subscription available that you could use to activate your mobile products?

Things happen. Export/Backup your Norton Password Manager data.
Kudos0

Re: Active license deactivates on Android devices

My password length equals the maxLength setting on the Norton.com's 'Create Account' page, which is 128 characters. If you don't know, the maxLength is a HTML setting for a text box, in this case the password text box. I know this length may seem unreal to some, but when one uses a password manager app, then large more secure passwords are a breeze.

In Jul 2016, I activated my family's two Norton two Android devices by installing the Norton app from the Google Play Store, and then simply signing in to an active 5 license product key, which was expiring Feb 2017. I reactivated the expiring licenses in Feb 2017, to a new 10 license product key, but note that the Norton app interface did not display a choice of product keys, even though there were multiple active keys registered, and yet it chose the correct key I wanted to use. Likely because the new key had other recent activations that also had been activated on the old expired key. In Mar 2018 I activated to a new key again, simply by signing in. And then I activated to a new key again in Jan 2019, again by simply signing in, but no screen popup asking which active key to use, but which now suddenly claims expired after 3 months, on both Android devices, and yet on the other 7 Window devices all is fine (i.e. a 10 license product key).

I have multiple active 10 license product keys, all registered of course under one email address and login.

Kudos0

Re: Active license deactivates on Android devices

Just trying to fully understand your situation. How many devices are you protecting with your multiple 10 license keys? Are any other mobile devices giving you this trouble signing in?

Things happen. Export/Backup your Norton Password Manager data.
Kudos0

Re: Active license deactivates on Android devices

The number of devices ranges from as little as twelve to as many as forty, and depends on what clients I'm doing contract architecting and/or programming for. The machines are mostly virtual machines, used to duplicate client conditions or proposed scenarios. There are only two mobile devices, both cell phones with Android OS. This is actually the only registration issue I've had in twenty three years with Norton.

Kudos0

Re: Active license deactivates on Android devices

There is a new version of NMS available. Check that you have the latest version, 4.5.0.4367. Then check to see if you can log in.

Things happen. Export/Backup your Norton Password Manager data.
Kudos0

Re: Active license deactivates on Android devices

Performed the update to version 4.5.0.4367 on both Android cellphones, including rebooting, and both signed in successfully, popping up the 'chose a extant active license' screen. For both 're-activations', I confirmed via a PC web browser that the correct license was actually logged at Norton.com. Also noticed your recent post about choosing a particular subscription, but that it appeared to have actually used the incorrect subscription, so I included here how my two did appear to work correctly, but then again, I was fixing extant Jan 2019 activations to specific licenses, that for some reason simply deactivated a few months. Anyway, thanks for your input!

Kudos0

Re: Active license deactivates on Android devices

Also noticed your recent post about choosing a particular subscription, but that it appeared to have actually used the incorrect subscription,

I posted that the correct subscription was used.

Things happen. Export/Backup your Norton Password Manager data.