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Kudos0

IOS Mobile Security Problem

When Web Protection is enabled on my iPad & iPhone email will not send - receives OK but sent mail shows in Sent Folder but does not actually send.  This used to work OK until recently.  If I disable Web Protection everything is OK.

Replies

Kudos0

Re: IOS Mobile Security Problem

What iOS version is on your devices? 

The Web Protection feature of NMS for iOS has had intermittent issues with web connections. 

Please send logs to Norton to help diagnose your problem.

Start by opening iOS settings on your device and scroll down to the bottom where the apps are listed. Tap on the Norton Security app and tap to Enable Debug Log.  

Now use your device until it causes the issue you are having. Try sending an email with Web Protection enabled so you see the issue. Then turn Web Protection off an show that it does work. Then shake your phone back and forth and a prompt will come up to send logs. Tap on Send Error Report and fill in any information requested. In your submission, please include "forum 'your username' " in the Case ID section of the report. Also include a link to this thread. 

If you do send logs, please let me know and I'll notify my contacts to look for them.


 

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

Re: IOS Mobile Security Problem

iPad OS is iPadOS 14.0.1. iPhone OS is IOS 14.0.1 Error logs have been submitted. Two emails were sent - first one with WP enabled which failed and second one with WP disabled which worked.
Kudos0

Re: IOS Mobile Security Problem

Thanks for sending the logs.

But can I ask that you try again and only send the one log. The idea is to show the team that in the same session just turning off Web Protection corrects the problem. 

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

Re: IOS Mobile Security Problem

I have sent 2 emails again - one with Web Protect on and the other with it off.  The emails were sent in the same session - the only thing I did was to enter Mobile Security to switch WP off between emails. Same problem as previously reported - with WP off it works fine but with WP on it does not send. I sent the error log as recorded on my iPad - the email with the logs indicates many files.  How do I just send the one log file you have asked for ?? Is it included in the logs already sent ?

Kudos0

Re: IOS Mobile Security Problem

Sorry. What I am asking for you to do is start the logging. Then try to send an email with Web Protection on. When it fails, don't send the logs yet, but continue to turn off Web Protection and try sending the email again. After the successful sending of the email, then go back and send the logs. 

 When I said to send on log, I should have been more specific and said one submission. For each submission, there are multiple files that get sent. Each file gives different information to the engineers. One for the actual NMS app, and one for iOS system information.

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

Re: IOS Mobile Security Problem

This is exactly what I did.  I started logging, sent 1 email with WP on to myself (not received), turned WP off, sent another email to myself (received OK), shook iPad, sent log files.

Kudos0

Re: IOS Mobile Security Problem

Sorry if I was misinterpreting your previous posts.

I'll let my contacts know to look for the logs.

Thanks for your help with this.

Edit:

What version of NMS are you using?

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

Re: IOS Mobile Security Problem

NMS version is 1.11.0.1471

Is any progress being made ??

Kudos0

Re: IOS Mobile Security Problem

I have not heard anything back yet. Remember, things like this cannot be fixed overnight.

Keep checking for a new version. These issues with the Web Protection usually go away with the next version.

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