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Kudos0

"Device Information Unavailable" at My Norton

Anyone else having issues with the My Norton site?  For the last two days, the main screen opens showing all of my devices.  However, if I click on any of them, I get the following...

DEVICE INFORMATION UNAVAILABLE

We are unable to retrieve your device information at this time. Try refreshing the page. If that does not work, please try again later.

Replies

Kudos0

Re: "Device Information Unavailable" at My Norton

I did have some trouble yesterday.  I just tried again and do not see any issues. 

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

Re: "Device Information Unavailable" at My Norton

Hmmm, still having the same issue.  I also tried to delete a device and didn't get an error but the device still shows on the page.  When I click on the deleted one, it acts as if it's going to show the properties but then just redraws the same device overview screen.

Kudos0

Re: "Device Information Unavailable" at My Norton

Looks like I can only get the details on my mobile devices (phones and tablets).  PCs and laptops still produce the "Device Information Unavailable" error message.

Any suggestions?

Kudos1 Stats

Re: "Device Information Unavailable" at My Norton

Try clearing your browser cache and restart the browser.

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

Re: "Device Information Unavailable" at My Norton

Using Firefox.  Cleared cache and restarted browser.  Also tried a different browser on a different computer.  Same results.  I can access the properties of tablets and phones but PCs/laptops give the error message.

I also deleted an active computer from My Norton.  The client immediately showed the license had expired.  I activated it successfully and it showed up in the portal but still cannot view properties.

Kudos0

Re: "Device Information Unavailable" at My Norton

I just tried again using Chrome and Firefox, and still had no problem accessing the information on my laptop and desktop.

On the affected computers, check that the Remote Management setting is still turned on.  Open your Norton product and click on Settings - Administrative Settings, and scroll down to Remote Management. If this setting is already turned on, turn it off, restart your computer, then turn it back on and test.

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

Re: "Device Information Unavailable" at My Norton

Remote Management was enabled.  Disabled, rebooted, enabled, rebooted.  Same error.

On another computer (laptop), I completely uninstalled Norton Security.  I verified it was completely gone from My Norton.  Ran Norton Remove and Reinstall Tool.  Downloaded (v22.14.2.15), reinstalled, enabled Remote Management, ran Live Update to completion, rebooted.  Same error.

This is crazy.  Starting to wonder if there is a problem with my account.

Kudos0

Re: "Device Information Unavailable" at My Norton

Just had another thought. Do you use an ad blocker in your browser? I do and found some functionality of the new web site would not work with the ad blocker active.

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

Re: "Device Information Unavailable" at My Norton

I am using one in Firefox but have it disabled.  I'm not using one in Internet Explorer and get the same behavior in it.

I set up my sister and her computers with Norton several months ago (all PCs).  I just logged into the portal with her account and I'm able to pull up the properties of her computers fine.  Same computer and same browser that is not working with my account.

Kudos0

Re: "Device Information Unavailable" at My Norton

Sounds like time to contact Norton Support to see if they can see any problems with the way your Account is being displayed.   www.norton.com/contactcs

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

Re: "Device Information Unavailable" at My Norton

Agreed.  I opened a case this evening.  They escalated it to second level and now I'm waiting for a callback from senior technical support.

Kudos0

Re: "Device Information Unavailable" at My Norton

Please let us know how it goes. If possible, try to see what they do to fix it.

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

Re: "Device Information Unavailable" at My Norton

No contact back from senior technical support so contacting them again...

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