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Kudos0

"Device Information Unavailable" at My Norton

For some reason, my previous thread on this issue was closed but the issue is still unresolved...

From the My Norton site, when I click on any of my desktop or laptop devices, 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.

Mobile devices work.  I already opened a case, went through the support channels, had the case escalated, and received a call from support.  The person acknowledged the issue and said that it was on Norton's end.  He also stated that others were having the problem.  That was several weeks ago.  I have not heard anything additional and the issue still exists.

This is really disconcerting.  I have a device (one of my relative's computers) that is showing up with "ISSUE FOUND" but I cannot easily determine the problem because clicking on the device (a PC) results in the aforementioned error message.

I rarely contact support but in this case, I cannot correct the issue as it's not on my end.  I'm pretty disappointed in support...a case not resolved is one thing but no communication is another.

Replies

Kudos0

Re: "Device Information Unavailable" at My Norton

For some reason, my previous thread on this issue was closed but the issue is still unresolved...

Forum threads are automatically closed after 30 days  of inactivity. It has nothing to do with whether a solution was found or not.

As Support has already noted it is a problem on their end, there is not much we can do from the forum. Did they mention what they thought the problem was?

All you can really do is contact Support again.

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

Re: "Device Information Unavailable" at My Norton

I contacted support again and even though I provided my case number in the chat, another case was opened.

Here is what the support contact typed (verbatim)...

"I found, your case was escalated to our senior team for resolution and we have a revert from team, that it is back end problem and for this moment, some of Norton customers are facing this issue.  The issue has been reported internally unfortunately work will be ongoing and resolution time can not be confirmed.  The issue which you are facing due to data migration of Norton.   I am sorry to inform you, that for a moment, we would not be able to provide any time for this issue resolution."

First case was opened on 08/07/18 and second case was opened today (09/10/18).

I guess I'll need to be the squeaky wheel...

Accepted Solution
Kudos0

Re: "Device Information Unavailable" at My Norton

I just wanted to follow up on this thread and (happily) say that this problem is resolved.

Shortly after my last post, I was contacted via private message from a member of Norton Management.  She said she would personally see my case through to resolution.  As of a few days ago, I can report that all 10 of my devices are reporting their properties correctly again in My Norton.  I'm relieved to have things working again and much appreciate the dedication to getting this resolved.

Kudos0

Re: "Device Information Unavailable" at My Norton

Thanks for posting back with the positive result to your issue.

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

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