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Kudos0

Android app crashes several times a day

There seems to be no pattern: it often crashes out of the blue. I send logs each time it happens. What's going on? Is this app at all reliable? Does it start monitoring immediately after the crash? What are the plans to fix these most frequent crashes?...

Replies

Kudos0

Re: Android app crashes several times a day

Hi EliezerB,

Can you please provide the following information.

1. Please let us know what version of Android you have on the device.

2. Can you please let us know anything you see that tells you Norton Family is the reason the crashes happen.

3. Is it possible that you could provide a screen shot of what you see when it crashes?

4. What version of Norton Family is running on the device.  To find if you have the latest version, please go to your Android device, click Menu -> Settings -> Applications -> Manage applications -> Norton Family. 

Thanks

Katie

Thanks Katie
Kudos0

Re: Android app crashes several times a day

  1. 4.4.4
  2. A message appears on my screen saying something clear to the effect of: "Unfortunately, Norton has stopped working."
  3. Yes, next time it happens and I can catch it fast enough.
  4. 3.2.0.108
Kudos0

Re: Android app crashes several times a day

Screenshot attached
File Attachment: 
Kudos0

Re: Android app crashes several times a day

Hi EliezerB,

Thanks for the information.  The exact message from the screen shot is "Unfortunately, Chrome has stopped".  It doesn't say Norton has stopped.  

Can you please reinstall browser Chrome to see if that helps?

Thanks

Katie

Thanks Katie
Kudos0

Re: Android app crashes several times a day

OK, here (attached) are two more crashes from Norton - both from the last couple hours.

Kudos0

Re: Android app crashes several times a day

EliezerB,

Thanks for the screen shots.  I'll report this to the team for further investigation.  You get error messages about Chrome and Norton Family has stopped...do you also get similar messages about other products?

Can you please send me your Norton Family account email address by private message via the forum by clicking Inbox at upper right hand corner?

Thanks

Katie

Thanks Katie
Kudos0

Re: Android app crashes several times a day

No, only NSF crashes - and that may have been the first crash of Chrome ever. But NSF crashes several times a day - reliably...
Kudos0

Re: Android app crashes several times a day

Thanks for the update.

Katie

Thanks Katie
Kudos0

Re: Android app crashes several times a day

Hi EliezerB,

Our engineering team has corrected some scenarios that cause crashes for Android 4.4.4, which will be included in our upcoming release.  To make sure we have corrected the exact issue you are experiencing, can you please let me know the child's device model.

Regarding NF behavior after crash, NF will again start in a minute and continue monitoring.

Thanks

Katie

Thanks Katie
Kudos0

Re: Android app crashes several times a day

Samsung Galaxy S4 (SGH-I337)

Kudos0

Re: Android app crashes several times a day

EliezerB,

Thanks for the update.  We will check into this.

Thanks

Katie

Thanks Katie

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