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Kudos1 Stats

Faulty subscription information

When I log on to Norton Anti-Theft there is a "Subscription info" tab at the bottom on the left of the screen.

Having just tried this I found that it took a long time to bring anything up and it then showed my Norton 360 license - correctly but it shows my Norton Mobile Security license expiring on 2 December 2011.  My phone however says I have 282 days left on my license...that seems to imply a very long November this year.  ;-)

I'm not to worried about this inconsistency but it does seem to imply a poor link between the Anti-Theft software and the phone it is supposed to be tracking/protecting.

Mike

Replies

Kudos0

Re: Faulty subscription information

When I log on to Norton Anti-Theft there is a "Subscription info" tab at the bottom on the left of the screen.

Having just tried this I found that it took a long time to bring anything up and it then showed my Norton 360 license - correctly but it shows my Norton Mobile Security license expiring on 2 December 2011.  My phone however says I have 282 days left on my license...that seems to imply a very long November this year.  ;-)

I'm not to worried about this inconsistency but it does seem to imply a poor link between the Anti-Theft software and the phone it is supposed to be tracking/protecting.

Mike
Kudos0

Re: Faulty subscription information

Having just gone back into the subscription information via another route I note that the license for "Norton Mobile Security" shown under account information appears to have only just started and run for one month.  This makes me wonder if in fact it is referring to Norton Anti-Theft.  If this were currently giving a renewable 1 monthly license that would seem to make sense, apart from the name that is. 

Mike
Kudos2 Stats

Re: Faulty subscription information

The NAT plugin will show up under Norton Mobile Security as a 30 day subscription (which will keep renewing every month as long as NMS is active and installed).  

Kudos0

Re: Faulty subscription information

So it is intentional that my Norton Mobile Security subscription/license is not shown, just the Norton Anti-Theft that it activates.

Could possibly lead to a little confusion.  Might it not be better to refer to the subscription as being for Norton Anti-Theft?

Mike
Kudos0

Re: Faulty subscription information

Perhaps even more to the point...what is the  value added by informing users of the days "remaining" on a thirty-day rotating subscription that they don't renew--except indirectly, the one time a year they renew their underlying NMS subscription?

Seems to me that this  should either be removed (to avoid the potential  for confusion that Mike points out) or replaced with the days  remaining  on the user's underlying NMS subscription.

Or am I missing something? (this does not appear to have been one of my most stellar days!) LOL

Kudos1 Stats

Re: Faulty subscription information

The problem is that NAT integrates with Norton Account, but NMS/NTS do not yet.  

I'll let Joe or someone else who was a part of the decision comment on the 30 day subscription question.

Kudos0

Re: Faulty subscription information

Well, that explains it perfectly.  Without that integration, there isn't much that can be done yet; the NAT subscription line at least holds a place for a more meaningful report, at some later point, of the remaining NMS/NTS subscription days (which are the real remaining NAT subscription days anyhow.

Thanks, Erik!

Kudos0

Re: Faulty subscription information

Hi everyone-

Thanks for noting the issue. We are looking at getting the aforementioned integration done but there might be something we can do to fix this issue sooner. I will keep you posted.

For now, you should refer to the subscription info that you see within the Norton Mobile Security or Norton Tablet Security app. Note, that this is only an issue that Norton Mobile Security and Norton Tablet Security users should be facing. People who have purchased Norton Anti-Theft should not have this problem.

Joe Keehnast

Senior Product Manager, Norton Anti-Theft

Kudos0

Re: Faulty subscription information

Thanks for that Joek,

However this morning I switch  my phone back on and am told under Web Anti-Theft Status that "Norton Security license expired"!  I'm not worried but it seem a bit odd and sends the wrong sort of message.

Mike
Kudos0

Re: Faulty subscription information

Now that you mention it, that happened to me about a week ago too. But it disappeared again before I could get too concerned about it, and I forgot.

Kudos0

Re: Faulty subscription information

Glad your fixed itself DitEd2.

Subsequent to this it seemed to loose my phone completely.  Started looking for it in the USA (I'm in the UK) but failed to find me at all, would not take any photos and reported I was online when I was not.....  So I removed the phone from the Web interface, uninstalled Norton Anti-Theft and then re-installed and re-registered.  Seems to be OK again.  Hope it stays that way.

Mike
Kudos0

Re: Faulty subscription information

Hi Andmike and DistEd2-

Question for you: When you said you checked your status and it said expired. Are you speaking about the Norton Mobile Security app? In that app it showed you as having an expired license even though it wasn't expired?

- Joe

Kudos0

Re: Faulty subscription information

Hi Joek,

It showed it in Norton Mobile Security on my phone.  I think there was a notification on the top bar when I started up the phone but cannot be certain.

I also think that I specifically went into Norton Anti-Theft on my phone and got the same message.

As for whether it was expired seems a moot point.  I don't think it should have expired I had only had Norton Anti-Theft installed on my phone and PC for a day or two but if the license is set up and renewed automatically what the software thinks is what is reality.....

Mike
Kudos0

Re: Faulty subscription information

I never actually got the chance to check mine: I had an alert pop up on my smartphone saying mine had expired, but by the time I could back out of whatever I was doing to check it, it was saaying everything was fine, and I haven't seen it again.

I do, however--but only on my Xoom, never my smartphone--still get periodic popups saying that Norton Anti-theft has been disabled. But for any given instance, those are always just as transient--i.e., when I pull up the main NTS screen, it says Norton Anti-Theft is just fine, nice big green checkmark.

Kudos0

Re: Faulty subscription information

DistEd2,

Would you say it happens with any sort of frequency?  Say, using the device for X-Y period of hours?  I know that the NAT plugin depends on NTS/NMS running.  I've seen a couple instances of that message (usually coincides with the NTS tray icon going away temporarily).  Out of curiosity, do you use NMU and the task kill button in the widget?  If so, check in the Apps section to make sure NTS is excluded and see if that makes a difference.  

Kudos0

Re: Faulty subscription information

Haven't noticed any pattern to it, no. And although I do use the task kill function in the widget occasionally, it's very rare, and also not correlated in any discernable pattern with the messages. But I just set NTS to excluded (it wasn't), and will let you know if the messages go away.

Kudos0

Re: Faulty subscription information

If it doesn't. Would you be willing to set CatLog to record till you see it happen again?
Kudos0

Re: Faulty subscription information

As I started in this thread I will continue but I think what I am about to report may be more a Norton Mobile Security (NMS) issue.  Happy to repost in the NMS thread if you would prefer.

I have been able to replicate the Norton Anti-Theft license expiry.  Please forgive the length of what follows but I do not know what is relevant.

First I have a PIN phone lock on my phone.  So when it starts up it asks me for a PIN.

On early versions on NMS this gave me a minor problem, in that, if I did not enter my security PIN quickly enough NMS thought my SIM had gone missing and also insisted on having a password.  While this issue was quickly removed on the Android Market of NMS it lasted up until about last week on the Retail version.

I am using the Retail version of NMS (2.5.0.376).

If I turn my phone off, and then on but leave the phone without inputting my PIN for a while the phone still appears to start normally except for a Norton icon on the notification bar which tells me to check out NMS.  When I do that all looks OK until I check Anti-Theft (on the NMS first page) this takes me to two panels (as usual) the lower one for SMS Anti-Theft, which is green, and the upper which shows an orange bar for "Web Anti-Theft Status" followed by an exclamation mark!  Selecting the upper panel takes me to another Web Anti-Theft pane which says "Norton Security license expired".  Selecting this takes me to "License not found" "Norton Anti-Theft is a FREE additional feature for Norton Security Standard Edition" and gives me the option to Download App.  When I select this it takes me to the Market and the NMS download page.  All of this when the NMS main screen shows my having 279 days left!  Presumably because I am using the retail version, when it checks the Market it finds that I don't appear to have NMS installed.

So noting that DistEd2 has possibly had a similar problem that went away I decided to force stop Anti-Theft and NMS.  Then I restarted NMS and got a pop up on the notification bar that Anti-Theft was disabled, but when I check Anti-Theft on the first NMS screen it shows both Anti-Theft screen with green bars.

My conclusion is that there is still a minor glitch in the early checking of security features on at least the Retail version when if the phone start up is delayed by say the need for a PIN, all the Norton software cannot self verify.  Now I think I know what is happening it is no big deal but it may confuse others and it would be nice if it were fixed.

Deep intake of breath......

I hope that was clear and helps someone at Norton.  If not say what you would like and I will try to oblige.

Mike

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