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Kudos0

NF Won't Recognize Nook HD

NF has been installed on my daughter's Nook HD for quite some time without any issues.  Similarly, other daughter's also have NF installed on their Nooks.  Had to do a factory reset of my daughter's Nook and now when I go to reinstall NF, I receive an error message saying my device is incompatible.  How do I get NF reinstalled?

Replies

Kudos0

Re: NF Won't Recognize Nook HD

Hi makena1215,

Can you please answer the following 

1. What version of Android is running on the Nook HD?

2. Can you please send your Norton Family account email address to me by private message via the  Forum by clicking Inbox?

3. Can you show us the exact message saying the device is incompatible.  If you could send a screen shot, that would be great.

4. Can you tell me the steps you take to "do a factory reset"?

Thanks

Katie

Thanks Katie
Kudos0

Re: NF Won't Recognize Nook HD

makena1215,

Thanks for the private message.  We will check into the issue.

Thanks,

Katie

Thanks Katie
Kudos0

Re: NF Won't Recognize Nook HD

Hi makena1215,

Our development team checked into the issue and they want to know if you are using both Nook and Nook HD. From the google list of supported devices,  it is observed that only Nook HD is supported.

Can you please follow the steps suggested by google, https://support.google.com/googleplay/troubleshooter/4592924?hl=en&ref_topic=3365284#ts=4593677 to see if it helps to resolve the issue.

Thanks

Katie

Thanks Katie
Kudos0

Re: NF Won't Recognize Nook HD

Nook HD is the product. Two other daughters have same and have no issues currently with their Norton Family install. Restored Nook to factory settings and still no luck. Did try the steps above to no avail. Installing via other Google accounts have resulted in the same error message. Other Norton products will display as being compatible - just not Norton Family.

Kudos0

Re: NF Won't Recognize Nook HD

Thanks makena1215 for the update.  I will check with the team on this.

Can you please explain "Did try the steps above to no avail"?  What happens when  you try the steps that our development team suggested?

Thanks

Katie

Thanks Katie
Kudos0

Re: NF Won't Recognize Nook HD

I went through the suggested Google troubleshooting steps and I still have the same result, which is that Norton Family finds my device to be incompatible.
Kudos0

Re: NF Won't Recognize Nook HD

Thanks for the information.

Katie

Thanks Katie
Kudos0

Re: NF Won't Recognize Nook HD

Hi makena1215,

Thanks for your patience.   The Norton Family team has identified the issue and they are working on this.

Also, can you please let us know if you are able to use the location feature with the Android device.

Thanks

Katie

Thanks Katie
Kudos0

Re: NF Won't Recognize Nook HD

Yes, it seems that location services is working.
Kudos0

Re: NF Won't Recognize Nook HD

Thanks for the update makena1215.

Katie

Thanks Katie

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