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Posted: 02-Jul-2021 | 10:31PM · 18 Replies · Permalink
Norton 360 used to run ok on my Android. Then it started requiring to be Setup every week/10days. Has gradualy got worse and now requires Setup every time I look at it. Reinstalled it twice after clearing cache etc. Tried Norton support twice but they hadn't a clue, even after taking remote control. Can anyone help please?
Posted: 03-Jul-2021 | 5:45AM · Permalink
What device are you using, and what Android version?
What feature is showing as needing setup?
Have you restarted your device?
Posted: 03-Jul-2021 | 7:23AM · Permalink
Phone Alcatel 1C, 5003d_EEA Android version 8.1.0
Messages Security - Attention required
App Security - Setup required
Internet Security - Setup required
Real Time Security - Setup required - Norton360 Service Off
I have uninstalled, including clear cache, downloaded and reinstalled twice. No difference!
Posted: 03-Jul-2021 | 8:04AM · Permalink
Check in Android Settings for any battery optimisations. Turn off any optimisations for your 360 app. Then clear app cache and app data for 360 again. Restart your device and set up 360 again and test to see if you have to reset everything all the time.
Posted: 04-Jul-2021 | 12:29AM · Permalink
Have now tried those suggestions, but still no difference. I am going to try Norton once again, and if they can't help, I will try a different app.
Posted: 04-Jul-2021 | 7:08AM · Permalink
In your contacts with Support, did they send logs from your app? If not, please send logs so Norton has specific information regarding this issue.
Open the 360 app and tap the three bars at the top left. Tap on Settings > General, and scroll down to the Logging section. Turn on Enable Debug Log. Then continue using your device until your issue happens again. After the issue has happened, go back to the Debug Log settings and then tap on Send Error Report with log files. In your submission please include "forum 'your username' " in the Case ID section of the report. Also include a link to this thread. You can turn off logging when you have sent the logs.
If you do send logs, please let me know and I'll notify my contacts to look for them.
Posted: 05-Jul-2021 | 2:01AM · Edited: 05-Jul-2021 | 9:08AM · Permalink
Got the following message from googlemail
Your message wasn't delivered to notifications@community.nortonlifelock.com because the domain community.nortonlifelock.com couldn't be found. Check for typos or unnecessary spaces and try again.
The response was:
DNS Error: 1800406 DNS type 'mx' lookup of community.nortonlifelock.com responded with code NOERROR 1800406 DNS type 'mx' lookup of community.nortonlifelock.com had no relevant answers. 1800406 DNS type 'aaaa' lookup of community.nortonlifelock.com responded with code NOERROR 1800406 DNS type 'aaaa' lookup of community.nortonlifelock.com had no relevant answers. 1800406 DNS type 'a' lookup of community.nortonlifelock.com responded with code NOERROR 1800406 DNS type 'a' lookup of community.nortonlifelock.com had no relevant answers.
Reporting-MTA: dns; googlemail.com Received-From-MTA: dns; [Removed] Arrival-Date: Mon, 05 Jul 2021 01:52:12 -0700 (PDT) X-Original-Message-ID: <da77399f-54eb-a9aa-6434-44c0cbf463da@gmail.com> Final-Recipient: rfc822; notifications@community.nortonlifelock.com Action: failed Status: 4.0.0 Diagnostic-Code: smtp; DNS Error: 1800406 DNS type 'mx' lookup of community.nortonlifelock.com responded with code NOERROR 1800406 DNS type 'mx' lookup of community.nortonlifelock.com had no relevant answers. 1800406 DNS type 'aaaa' lookup of community.nortonlifelock.com responded with code NOERROR 1800406 DNS type 'aaaa' lookup of community.nortonlifelock.com had no relevant answers. 1800406 DNS type 'a' lookup of community.nortonlifelock.com responded with code NOERROR 1800406 DNS type 'a' lookup of community.nortonlifelock.com had no relevant answers. Last-Attempt-Date: Mon, 05 Jul 2021 01:52:13 -0700 (PDT)
[Edit: Removed personally identifiable information to conform with the Participation Guidelines and Terms of Service]
Posted: 05-Jul-2021 | 8:04AM · Edited: 05-Jul-2021 | 8:09AM · Permalink
It looks like you tried to reply to a notification from the forums. You cannot do that. You need to return to the forum and make a post as you have.
Did you get any errors when you sent your logs?
Posted: 05-Jul-2021 | 11:37PM · Permalink
Hi again! Last message got knocked back as well. It had been changed to notifications@community.nortonlifelock.com. However, 3rd attempt seems to have worked. It's been 1/2 an hour and no delivery failure notification.
Posted: 06-Jul-2021 | 6:36AM · Permalink
I'm not sure what you are doing here but logs do not get sent the the community.nortonlifelock. That is the address of the notifications for forum replies to your original post. If you followed my directions above the logs should get sent to nms_reports @ nortonlifelock.com. You cannot send them to the forum.
Posted: 06-Jul-2021 | 7:33AM · Permalink
Yes, I thought I had sent the reports to nms_reports@nortonlifelock.com. Whether I had hit something wrong or not, I had definitely entered nms_reports@nortonlifelock.com. I thought I had made a mistake, as your message showed nms_reports @ nortonlifelock.com. However that address came up as invalid. I have just tried another send.
Posted: 06-Jul-2021 | 8:23AM · Permalink
You should not have to enter anything in the address field when sending logs. The address should be automatically filled. I have forwarded this thread to my contacts and have asked if they can see logs from you. I'll update when I hear.
Posted: 06-Jul-2021 | 10:06PM · Permalink
Thanks, however the default address on my phone was notifications@community.nortonlifelock.com. It was not obvious that it could be changed. Sorry about any confusion caused on that point.
Posted: 07-Jul-2021 | 7:30AM · Permalink
And you are getting this address entered when you click on "Send Error Report with log files" from within your 360 app? When you tap on that link in the app, what app are you choosing to send the report?
Posted: 07-Jul-2021 | 7:45AM · Permalink
The app is Gmail. It was originally set to notifications@community.nortonlifelock.com. Now that I have managed to change it to nms_reports@nortonlifelock.com, it has stayed there.
Posted: 28-Oct-2021 | 10:21AM · Permalink
Sorry for late reply on your issue. My contacts have just confirmed that they did receive your logs.
If you are still having difficulty with the app constantly needing setup, can you confirm that you checked for Android battery optimization settings being disabled for your 360 app. Your logs seem to point to the battery optimisation kicking in and causing this issue.
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