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Kudos0

App Lock displays Activate Accessibility on phone unlock

I have a Moto X4 and the Norton App Lock version 1.3.0.329. Although the Accessibility config is already on, it keeps showing the Activate Accessibility screen right after I unlock my cellphone. I have tried uninstalling and reinstalling it, restarting the phone, clearing the cache, but it didn't work. It was working fine until 2 days ago. The phone is not rooted, and I didn't change or install anything that I remember. Any ideas?

Replies

Kudos0

Re: App Lock displays Activate Accessibility on phone unlock

Did you try turning off the Accessibility setting for App Lock, restart the device, then reset the Accessibility setting?

You cleared the app cache. Did you also try clearing the app data?

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Kudos0

Re: App Lock displays Activate Accessibility on phone unlock

Hello,

I've just tried to turn the accessibility off, restart, and turn it on again and it didn't work. Also, the button to clear the app data is disabled.

One more thing I just noticed, the Configuration "app" appeared set to be locked in the App Lock although I didn't set it like that. I have unmarked it and it stayed unmarked for a while and then it appeared to be locked again.

Kudos0

Re: App Lock displays Activate Accessibility on phone unlock

What Configuration app are you referring to? 

What Android version is on your device?

The app data button disabled is because you have the Device Administrator setting turned on for App Lock. Tap the three bars at top left of App Lock app and then tap Deactivate Device Administrator to turn this off. Then clear the app Data, uninstall the App Lock app and restart the device. In that order.

Then reinstall the app from Google Play. Set things up to protect what you want and test.

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Kudos0

Re: App Lock displays Activate Accessibility on phone unlock

> What Configuration app are you referring to?

Sorry. It is the system "Settings" app (my Android is in Portuguese - I've translated incorrectly).

> What Android version is on your device?

It is version 8.

> The app data button disabled is because you have the Device Administrator setting turned on for App Lock.

Aah, ok. So I followed your instructions. I noticed that the Settings app was again set to be locked, besides the Norton App Lock itself. I tested it before and after activating the device administrator setting. However, it still shows the Activate Accessibility screen when I unlock the cellphone.

Also, I set the application to skip battery optimization as I've read on another thread in this forum, but it didn't change the result.

Kudos0

Re: App Lock displays Activate Accessibility on phone unlock

Thanks for the clarification on the Settings app being locked. I'll check with my contacts to see if this may be the new default setting. I think it should be the default, because if the wrong person gets your device, they can access the Android settings and would be able to uninstall the App Lock app. This bypasses the security you had set up.

I'll also check to see if there is something that might be device specific, or Android 8 specific causing your Accessibility message.

Things happen. Export/Backup your Identity Safe data.
Kudos0

Re: App Lock displays Activate Accessibility on phone unlock

A few more questions to try to diagnose this issue.

  • Does the App Lock app work correctly after you have unlocked the phone? ie Does it protect the apps you have setup in App Lock?
  • Has  your phone recently received an OS update around the time this issue started?
  • How long after you reinstalled the App Lock app do you see the issue with the Accessibility Service? And when you get the message, is the service running when you check?
  • Do you have any security app that might have been updated around the time this issue started?
Things happen. Export/Backup your Identity Safe data.
Kudos0

Re: App Lock displays Activate Accessibility on phone unlock

> Does the App Lock app work correctly after you have unlocked the phone? ie Does it protect the apps you have setup in App Lock?

Yes. It works ok.

when you get the message, is the service running when you check?

Yes. The accessibility is on for the Norton App Lock.

Has  your phone recently received an OS update around the time this issue started?

Not exactly an OS update. There is an app called Moto Display. It comes with the device and provides a kind of "always on" display, showing a clock and notifications with the device locked. It was updated 3 days ago. So I disabled it and the problem is gone.

So, I believe that there's some kind of incompatibility between the last version of Moto Display and the Norton App Lock. I use the brazilian portuguese version called Moto Tela. Which is a bummer. Is there a way to file a bug for that?

Thanks.

Kudos0

Re: App Lock displays Activate Accessibility on phone unlock

Good find for the Moto Display seeming to cause the issue. I'll pass this along to my contacts. There was mention of other Moto users having issues recently. Maybe they are also caused by this display feature.

You might also try to post this issue in the support section for your device's manufacturer. If the feature is causing other issues, it may mean the feature needs to be fixed.

Things happen. Export/Backup your Identity Safe data.