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Kudos0

Issue with installing Norton Family on Android tablet

On one of my Android tablets, I have trouble installing the Norton Family app. After installing and logging in with my useraccount, the app keeps requesting a system access to user applications. When I access the Android settings however, Norton Family is already granted access (see enclosed photo - in Dutch).

I already tried to uninstall and re-installing the app, but nothing seems to work. Who can help??

The tablet concerned is a brand new Lenovo TB2-X30F, running Android 5.1.1.

One other (older Asus) tablet is not having this issue.

Replies

Kudos0

Re: Issue with installing Norton Family on Android tablet

Hi frits,

Can you please send me the following information, so we can check into the issue further?

1. Your Norton Family account email address by private message via the forum by clicking Inbox at upper right hand corner.

2. The device name

3. Please translate the information on your second screen shot.

Thanks

Katie

Thanks Katie
Kudos0

Re: Issue with installing Norton Family on Android tablet

Hi KatieQ,

I sent you the requested information last week. Have you been able to look into it yet?

My 30 day free trail period has ended. I want to buy a license for a year this issue can be solved... 

best regards,

Frits

Kudos0

Re: Issue with installing Norton Family on Android tablet

Hi Frits,

The team has been investigating the issue.  I'll check with them again to get an update.  I'll keep you posted.

Thanks

Katie

Thanks Katie
Kudos0

Re: Issue with installing Norton Family on Android tablet

Hi Frits,

This issue is specific to device and the Norton Family team has corrected this in our upcoming release.

Thanks

Katie

Thanks Katie
Kudos0

Re: Issue with installing Norton Family on Android tablet

Hi Katie,

That's great! When do you expect a new release for Android?

Best regards,

Frits

Kudos0

Re: Issue with installing Norton Family on Android tablet

Hi Frits,

I'm sorry I can't share the exact date with you yet as some testing and changes are being made during this time.  If the team finds anything during testing that needs to be modified before each release, we will address each of them to make sure every function works perfectly.

We are trying to have the release out as soon as possible and it should be soon :-)

Thanks

Katie

Thanks Katie
Kudos0

Re: Issue with installing Norton Family on Android tablet

Frits,

Please download the latest Norton Family Android 3.4.6.13 and let us know if the latest update has resolved the issue for you.  

Release announcement: https://community.norton.com/en/forums/norton-family-android-34613-has-b...

Thanks

Katie

Thanks Katie
Kudos0

Re: Issue with installing Norton Family on Android tablet

Dear Katie,

I'm afraid that didn't solve the problem.

I have removed the old version and installed the 16 March version of the Android app, but the installation gets stuck at the same step. 

Any suggestions?

thanks,

Martijn

Kudos0

Re: Issue with installing Norton Family on Android tablet

frits,

Thanks for the update.  We will check into this.

Thanks

Katie

Thanks Katie
Kudos0

Re: Issue with installing Norton Family on Android tablet

Hi to all

I have exactly the same issue,

Could anyone from Symantec tell my what is going on?

Kudos0

Re: Issue with installing Norton Family on Android tablet

Hi Spele73,

Thanks for the inquiry.  Our engineering team thinks it could be specific to the manufacturer.   They are working on the issue.

Do you also have Android device Lenovo TB2-X30F as the previous user?

Thanks

Katie

Thanks Katie
Kudos0

Re: Issue with installing Norton Family on Android tablet

Hi Dear Katie

I have exactly the same Tablet and the same Issue,

I bought yesterday the license for premier member and i'v spend almost 3 hours to understand that it was a bug!

Could you please help?

BR

Spiros

Kudos0

Re: Issue with installing Norton Family on Android tablet

Hi Spele73,

Thanks for the post.  I'll report this to the team again.

Thanks

Katie

Thanks Katie
Kudos0

Re: Issue with installing Norton Family on Android tablet

Dear Katie,

If you are speaking on behalf of Symantec company, please explain me what will be happened in case that the problem it can't be solved, or will be solved in 6 months

Would i lose my money? or would i lose the rest of time from yearly license?

Please check and advice!

Best regards,

Spiros

Kudos0

Re: Issue with installing Norton Family on Android tablet

Hi,

Thanks for the inquiry.  Our engineering team is actively working on the issue.  This issue seems to be specific to the device.   

In the current market, different mobile manufacturers produce various models for their Android devices.  Some of them might not have the same or similar configurations as most of other devices.  We are checking into this and will keep you posted as soon as possible.

Thanks

Katie

Thanks Katie
Kudos0

Re: Issue with installing Norton Family on Android tablet

Dear All,

I have exactly the same hardware with the same issue.

Any news on the investigation and ETA for the fix?

Kind regards,

Kudos0

Re: Issue with installing Norton Family on Android tablet

Thanks for the inquiry.  I'll check with the team and get back to you on this.

Thanks

Katie

Thanks Katie
Kudos0

Re: Issue with installing Norton Family on Android tablet

Hi Katie

Any news?

Please let me know due to I have no control to my family at the moment.

As I stated I have bought license and I don't know what will do

Please help!

Thanks

Kudos0

Re: Issue with installing Norton Family on Android tablet

Hi Spele73,

Thanks for the inquiry.  The engineering team is working on the issue.  I'll keep you posted as soon as I get any updates on this.

Thanks

Katie

Thanks Katie
Kudos0

Re: Issue with installing Norton Family on Android tablet

Dear KatieQ,

As I understand there is no any solution so far.

Please let me know what happened with the amount that I've already paid.

Could the amount to be refund until your team find solution?

Please explain the procedure,

BR
Spiros 

Kudos0

Re: Issue with installing Norton Family on Android tablet

Hi

It seems Lenovo TB2-X30F model has an issue with App usage access permission. It is posted as an issue in Lenovo forum 

(https://forums.lenovo.com/t5/Lenovo-Android-based-Tablets-and/APP-LOCK-ON-LENOVO-TAB-2-A10-30/td-p/2248462).

Can you please manually enable the below permissions first and then bind the machine with a child:

1.  Settings > Security > Apps with usage access > Norton Family

2.  Settings > Accessibility > Norton Family Accessibility Service

Please make sure you have the latest Norton Family version (3.4.6.13) by going to play store  app on the device,

searching Norton Family and then click Update.  (http://community.norton.com/en/forums/apps-not-blocked)

Similarly please upgrade device to the latest Android version by following menu: Settings > About Tablet > System Update

Thanks

Katie

Thanks Katie
Kudos0

Re: Issue with installing Norton Family on Android tablet

Hi Katie

I hope you are well

I have already done what exactly you suggested but the problem still exist.

Have you any other idea ?

BR
Spiros 

Kudos0

Re: Issue with installing Norton Family on Android tablet

Thanks for the update.  I'll check with the engineering team on this.

Thanks

Katie

Thanks Katie
Kudos0

Re: Issue with installing Norton Family on Android tablet

Dear KatieQ

Do you have any news?

I still pay the license and i don't have any solution.

Norton family It's useless for me so far!

please help,

Spiros

Kudos0

Re: Issue with installing Norton Family on Android tablet

I'll check with the team on this again.

Thanks

Katie

Thanks Katie
Kudos0

Re: Issue with installing Norton Family on Android tablet

Hi

This issue is reported as an problem specifically on that particular model in Lenovo forum at https://forums.lenovo.com/t5/Lenovo-Android-based-Tablets-and/Tab-2-A10-30-OS-Lollipop-Apps-with-usage-access/td-p/3320734

While Lenovo is working on the issue, based on some of the information available from Lenovo Forum, our engineering team came up with the below steps as a potential workaround.  Please try the following to see if these help.

1. First install app https://play.google.com/store/apps/details?id=com.symantec.familysafety

2. Go to Settings > Security > Device Administrator > Norton Family > ENABLE

3. Once again Go Back to Settings >Security > Apps with usage access > Norton Family > ENABLE

4. Start the Norton Family App and then bind the machine with a child.

Thanks

Katie

Thanks Katie
Kudos0

Re: Issue with installing Norton Family on Android tablet

Hi

I stumbled upon this while trying to get the trial of Norton Family working on my daughters Lenovo tablet.  This is not limited to Norton only as I have also tried to trial Qustodio Family on there and have the exact problem.

As Lenovo's customer 'support' is non-existent, could you give me an update on how your engineering teams discussions with them are going?  I need a product that I can use on all of my devices, but because of this Android problem I am not able to commit to any one software at the moment.

Thanks in advance.

Kudos0

Re: Issue with installing Norton Family on Android tablet

Hi Milkycgs,

Thanks for the feedback.  Have you tried the four steps workaround in my previous post to see if they help you?

Thanks

Katie

Thanks Katie
Kudos0

Re: Issue with installing Norton Family on Android tablet

Hi Katie

Yes I have tried various combinations of installing and setting permissions including the 'device administrator' setting.  As I said though, it is not limited to your software but Lenovo might actually listen if a large company like Symantec are putting pressure on them.

Cheers

Kudos0

Re: Issue with installing Norton Family on Android tablet

Milkycgs,

Thanks for the update.  I'll report this to the engineering team.

Thanks

Katie

Thanks Katie
Kudos0

Re: Issue with installing Norton Family on Android tablet

we have the same problem on an A10-30 lenovo tablet. is there already a solution? I tried every work around mentiont here but whitout any result

Kudos0

Re: Issue with installing Norton Family on Android tablet

Hi

No nothing unfortunately.  We have the same tablet too.  Whatever Lenovo have done to the Android OS, it is stopping some apps from getting the permissions they need and being able to run.

Hopefully they will listen to some of the bigger companies such as Symantec.

Kudos0

Re: Issue with installing Norton Family on Android tablet

Hi

Is any further solution to the issue so far?

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