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Posted: 20-Aug-2022 | 12:06AM · 15 Replies · Permalink
I have a 10 device license and installed it on my grandmothers phone but every time I close the app the accessibility service turns off and I have to turn it back on every time I open it
Posted: 20-Aug-2022 | 6:59AM · Permalink
What device and Android version is on the device.
Check in Android Settings > Apps and tap on the Norton 360 app. In the Battery section, be sure that optimisations are turned off and test.
Posted: 20-Aug-2022 | 7:05AM · Permalink
its an oppo ax5 running android 8.0
Posted: 24-Aug-2022 | 4:56AM · Permalink
still not resolved
Posted: 24-Aug-2022 | 6:12PM · Permalink
Power saving was turned off and I don't think there was a battery optimization feature
Posted: 24-Aug-2022 | 7:21PM · Permalink
Power saving should be the same thing as battery optimisation. Different manufacturers can use different names for features in the Android Settings.
The last time this was reported it was determined that there was some proprietary code in the manufacturer's version of Android OS. It is not a widespread issue with all devices or we would see many more posts here about this.
If you can send logs to Norton, I can escalate your post to see if there is anything different in your specific case.
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: 24-Aug-2022 | 8:40PM · Permalink
ok thanks
Posted: 30-Aug-2022 | 8:38AM · Permalink
One other suggestion made in the previous report of this issue was to contact the manufacturer's support and explain what is happening and ask if they have any suggestions.
Did you send logs?
Posted: 30-Aug-2022 | 4:20PM · Permalink
oh I didn't think of that I'll do that as soon as I remember
Posted: 03-Sep-2022 | 6:13AM · Permalink
Posted: 03-Sep-2022 | 11:11AM · Permalink
Thanks. I'll pass this along to my Norton contact.
And be sure you look at the manufacturer's support to see if others are reporting issues with apps using accessibility service having the service turned off. That is what was noted from the last user I mentioned above.
Posted: 16-Sep-2022 | 5:43AM · Permalink
Did you identify the problem?
Posted: 16-Sep-2022 | 6:42AM · Edited: 16-Sep-2022 | 7:25AM · Permalink
Did you identify the problem?
First, I would not be able to identify anything, as I am not an employee, or a programmer.
Second, when it is an issue with a proprietary OS version from a manufacturer, it is almost always up to the manufacture to bring their OS version in line with the standard Android OS. Developers like Norton are not going to create multiple versions of their products to accommodate 4 or 5 manufacturers that decide to change their Android versions. It just creates an enormous drain on the limited programming resources to test on the multiple OS versions.
Have you checked with the manufacturer's support to see if they have any information on this?
Posted: 16-Sep-2022 | 6:56AM · Permalink
The community page has mostly the same turn off battery saver solution but I could try to contact their support
I was just hoping after sending those logs I would get some sort of update
Posted: 16-Sep-2022 | 7:28AM · Permalink
Even with the logs, it will only identify that the proprietary OS is causing the issue. So still nothing that Norton would be able to work around. If they changed to work with that OS it is possible that it would not work with the standard Android version.
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Re: norton 360 accessibility service turns off when i close the app
Posted: 16-Sep-2022 | 7:28AM · Permalink
Even with the logs, it will only identify that the proprietary OS is causing the issue. So still nothing that Norton would be able to work around. If they changed to work with that OS it is possible that it would not work with the standard Android version.