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Kudos0

Mobile Unlock not communicating with IPhone

Mobile unlock does not show up on my Iphone from both Chrome and Edge.  I have reinstalled all programs and apps  associated with both the password manager and iphone.   All operating systems have been updated. Problem started when I restored phone from Itunes backup to retrieve lost music.  Running Windows 10, Iphone 7, IOS 12.3.  Can anyone give me some advice?  Thanks

Paul Bibeau

Replies

Kudos0

Re: Mobile Unlock not communicating with IPhone

Hi PaulBibeau,

I appreciate that this is NOT an answer to your problem, nor it does not relate to IOS, but Android, but this post I made some weeks ago, relates to a similar, if not, the same issue.

https://community.norton.com/en/forums/norton-password-manager-add-mobile-device Is this the case?

I have a Tier 2 support looking into this at present (It does sound like there is an issue with the NPM phone app itself) and am due a call soon. Just wondered if you have seen this post yet, and if so, it may just help you feel not so alone - it appears to be something that is not easy to fix, especially if it was once working, and your OS does not appear in the list of approved OSs!

C.

Kudos0

Re: Mobile Unlock not communicating with IPhone

Hi Cryasor   It looks almost the same issue.  I too am waiting on Tier 2 tech support to get in touch with me.

PJB

Kudos0

Re: Mobile Unlock not communicating with IPhone

The other thread was for a device that is not officially supported for the mobile unlock feature. Your iPhone is supported, so we are looking at a different issue.

I am just installing the iOS 12.3 update. I just tested the mobile unlock while still on 12.2 and all worked correctly. I'll post back after the iOS update completes. It may be related to the new OS version.

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

Re: Mobile Unlock not communicating with IPhone

Thanks Peterweb

Kudos0

Re: Mobile Unlock not communicating with IPhone

I'm not going to battle this one out, but since my thread may not be exactly the same issue - only simillar - I have to state, again, that this was working fine on my Android, and now it is not.

I draw attention to the line in the supported devices page which states similar to:

"...whilst your device may not be listed here, it does not necessarily mean that the device will not support this function...".

My device is not listed, yes, but the function was truly working.

C

Kudos0

Re: Mobile Unlock not communicating with IPhone

iOS update completed and the mobile unlock is still working for me.

Try going into the NPM vault from one of your browsers and go to the settings and remove your phone from the mobile unlock feature. Log out of your vault. Then log back in and set up the phone again and test.

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

Re: Mobile Unlock not communicating with IPhone

Tried that with no luck also tried that after deleting NPM app from Iphone and reinstalling it with no luck.

Kudos0

Re: Mobile Unlock not communicating with IPhone

After reinstalling NPM, have you checked the NPM settings? Be sure that you are allowing App Notifications for NPM.

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

Re: Mobile Unlock not communicating with IPhone

I have gone through all the settings on the Iphone including deleting the NPM from Iphone memory and reinstalling. Thanks for your ideas, keep them coming if you can.

Kudos0

Re: Mobile Unlock not communicating with IPhone

Did you check that NPM is enabled in iOS settings for notifications?

To clarify. You need notifications enabled in both iOS and NPM settings.

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

Re: Mobile Unlock not communicating with IPhone

I have checked both the NPM under Settings and then under Notifications.  Is that what you mean?

Kudos0

Re: Mobile Unlock not communicating with IPhone

iOS settings on your iPhone. Scroll down to NPM and tap on it, to ensure Notifications are turned on.

 
NPM Settings. Tap on the gear icon to get to settings. Then ensure the App Notifications is enabled.

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

Re: Mobile Unlock not communicating with IPhone

Nice Graphics !  I have an Iphone 7.  These are the settings that I have found:

Settings>scroll down to NPM->Notifications->Allow Notifications on

Settings->Notifications>NPM > Allow Notifications - on

Settings->General ->Background App Refresh -> NPM App is missing !  ( is this significant?)

NPM App > App Notifications is on 

Kudos0

Re: Mobile Unlock not communicating with IPhone

Settings->General ->Background App Refresh -> NPM App is missing !  ( is this significant?)

Not significant. I have the same settings, or lack there of.

It seems to have something to do with your having reset your phone. 

Try uninstalling the NPM extension in your browser. Restart your computer, and then set up the extension again. Then check the extension settings to enable your phone again. See if that helps.

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

Re: Mobile Unlock not communicating with IPhone

Tried it with no luck.  Have tried both just the NPM app and the browser app separately and in sequence with reinstalling NPM app from App Store first then install on browser.  When I reinstall app from store it''s already in the cloud.  Is there a way to try a fresh one that has not been installed before? 

Kudos0

Re: Mobile Unlock not communicating with IPhone

You can create a new Norton Account with a different email address from the one you currently use for your security products. Using that new account, you can create a new vault for testing.

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

Re: Mobile Unlock not communicating with IPhone

OK I'll give that a try Monday Thanks

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