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Kudos0

Norton App Lock doesn't see all apps, widget crashes

Hello.  I have Norton App Lock version 1.3.0.297 installed and have two issues: 1) Some user-installed apps don't appear as lockable, and 2) the widget sometimes crashes.  I've chatted about this before and was told to uninstall/reinstall App Lock but that didn't fix the problem.

Replies

Kudos0

Re: Norton App Lock doesn't see all apps, widget crashes

What apps are not lockable? Were they lockable before version 1.3.0.297?

The same question for the widget? Was it working OK before? (Thanks for pointing out the App Lock widget. I learned something today>)

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

Re: Norton App Lock doesn't see all apps, widget crashes

The most important app that App Lock doesn't recognize as installed is called "SquareHome 2."  Interesting thing is that it recognizes (sees) the key I bought for it but not the program itself.  SquareHome 2 was not installed on my phone prior to updating App Lock to 1.3.0.297 so I can't answer whether it was lockable or not before 1.3.0.297.

Before updating App Lock to 1.3.0.297, the widget never crashed.

Kudos0

Re: Norton App Lock doesn't see all apps, widget crashes

What other apps are not locking that were locking before .297? 

And .297 was just released on March 28. So this SquareHome 2 is a new acquisition for you? How is the key for that displayed in App Lock? 

How often does the widget crash? Is there anything you can remember you were doing each time the widget crashed?

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

Re: Norton App Lock doesn't see all apps, widget crashes

What other apps are not locking that were locking before .297?  I don't know because I hadn't noticed others that I couldn't lock before or after the update.  I should've written app instead of apps in my question. 

So this SquareHome 2 is a new acquisition for you? Yes. The reason I noticed this one is that it was new to my phone and tried to immediately add it to lock list shortly after installing it. I also can't tell you which version of App Lock was installed at the time SquareHome 2 was installed.

How is the key for that displayed in App Lock?  Just noticed that I can't attach images in this forum; only txt, pdf, zip. Not very helpful.  Anyway, one shows how SquareHome 2's key is displayed in App Lock and the other shows how it's displayed in Settings>Apps and in file managers I've installed. The point would be that only the key is shown in the former but both the key and the app itself are shown in the latter.  Since the app itself isn't visible in App Lock, I can't lock it, correct?

How often does the widget crash? Is there anything you can remember you were doing each time the widget crashed?  It crashes every time I try on consecutive times to lock and unlock (to test the widget).  After it crashes, I have to delete the widget, unlock via App Lock's icon, and create a new widget.

Kudos0

Re: Norton App Lock doesn't see all apps, widget crashes

Do you remember when you installed SquareHome 2 on your device? If it was before the 28th, you would have been on an earlier version of App Lock.

Instructions to post screenshots can be found here
https://community.norton.com/forums/how-post-image-forums-0

Do you have the widget set up on SquareHome 2, or just on the regular Android Home page?

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

Re: Norton App Lock doesn't see all apps, widget crashes

I think I see what is happening here. SquareHome 2 is not an app in the normal sense of the word, in that it is a home page replacement. As such, it is probably hooking into the Android OS. OS apps cannot be locked by App Lock.

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

Re: Norton App Lock doesn't see all apps, widget crashes

I think you're probably right about SquareHome 2 being an OS app and not lockable by App Lock. To test that theory, I installed two other "launcher" programs from Microsoft and Nova.  Found that AL didn't see those apps either.

There may be other apps AL doesn't see but with the exception of SH 2, it's locked all other apps I've asked it to lock.

Although I don't understand the reason why that's a limitation of AL, I'll just have to live with it since the widget feature is so appealing and the program seems stable overall.

Re Do you have the widget set up on SquareHome 2, or just on the regular Android Home page? Just on the regular Android Home page. When I open SH 2, it doesn't add the widget so it must not see it.  Don't mind that but do still mind that it crashes on the regular Android Home page.

Thanks so much for your help so far.

Kudos0

Re: Norton App Lock doesn't see all apps, widget crashes

Are you using the App Lock widget in SquareHome 2? Norton may have issues with alternative home screens/launchers.

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

Re: Norton App Lock doesn't see all apps, widget crashes

When I open SH 2, it doesn't add the widget so it must not see it.  Don't mind that but do still mind that it crashes on the regular Android Home page.

Kudos0

Re: Norton App Lock doesn't see all apps, widget crashes

For the widget, do you see any message that indicates the widget has crashed? Or does the icon just become unresponsive?

I have just been playing with the widget and had one instance where after unlocking apps, I tapped on the icon to lock them again. Nothing seemed to happen, so I swiped to my second home page and back again and the icon had changed to the locked position. After that I could unlock and lock the widget properly.

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

Re: Norton App Lock doesn't see all apps, widget crashes

For the widget, I don't see any message that indicates the widget has crashed.  The icon just becomes unresponsive.

Just now using the widget from an unlocked state, I touched it and it changed from gray to colored. Then, I tapped it again and it was unresponsive and continued to be even after multiple taps.  I then tried what you did (swiped to my second home page and back again) and it was still unresponsive.

Kudos0

Re: Norton App Lock doesn't see all apps, widget crashes

What device and Android version are you using? 

If you let the device sleep, does the widget become responsive again when you wake the device? 

Can you try uninstalling SquareHome 2 to see if there is something conflicting with that? It sounds like you may have started seeing this around the time you installed SH, which happens to have coincided with when the App Lock update came through.

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

Re: Norton App Lock doesn't see all apps, widget crashes

Moto G5 Plus, Android 7.0

Yes.  After sleep, I touch the icon and it changes from gray to colored. Then I tap it again (to unlock) and find it unresponsive even after continued taps.

I'm reluctant to uninstall SH2 in fear of losing my key so I emailed its developer to find out. If I won't lose my key and can simply reinstall it back to the paid version, I'll do as you requested.

Kudos0

Re: Norton App Lock doesn't see all apps, widget crashes

Found I would retain my SH2 key even after uninstallation so did it and found App Lock's widget behavior worse. It wouldn't respond to any tapping. 

Will still keep AL installed even with the widget problem but am hoping an update will solve this issue. 

Thanks for determining why I couldn't lock SH2 in the first place.  How do I close this question?

Kudos0

Re: Norton App Lock doesn't see all apps, widget crashes

As you only got one of two questions answered, it is up to you if you just want to abandon this thread. Not problems with that. 

If you do want to show a solution, even if it is only half of your issues, look for the post you feel best describes the solution. Then under that post you will see a Mark as Solution link just beside the Reply link.

One more try here for the widget.

After sleep, I touch the icon and it changes from gray to colored. Then I tap it again (to unlock) and find it unresponsive even after continued taps.

In this scenario, what happens if you try to open an app that should be locked by App Lock? If the apps do not require the AL PIN, it would seem to just be an issue with the displaying of the widget icon.

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

Re: Norton App Lock doesn't see all apps, widget crashes

The widget's been behaving well lately for reasons unknown.  When the issue happens again, I'll consider that it may be just an issue with the displaying of the widget icon.

Thanks again for your consideration.  You've been unusually helpful.

Kudos0

Re: Norton App Lock doesn't see all apps, widget crashes

Good news, I hope.

Let us know if the widget starts misbehaving again.

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

Re: Norton App Lock doesn't see all apps, widget crashes

As requested, the widget has started to misbehave again.

The following has occurred consistently:  I tap the widget and it turns from gray to colored implying a locked state. I then try a few of the apps that are supposed to be locked and find that's NOT the case. Then I tap the widget a few times but it stays colored indicating the widget has frozen.  To unfreeze, I tap App Lock's shortcut which brings up the PIN unlock screen. I then enter either the PIN or use my fingerprint and find apps are locked as they should be.  To unlock them, I once again enter either the PIN or use my fingerprint. Going back to my home screen, I find that the widget is now gray indicating an unlocked state.

I then tap the widget, it turns colored--implying a locked state, and indeed find that apps that are now supposed to be locked ARE locked.

My point here is that App Lock's shortcut unfreezes (kick starts) the widget which NOT used to be the case.  The widget acted completely independent of the shortcut.

Kudos0

Re: Norton App Lock doesn't see all apps, widget crashes

Thanks for posting back.

When the widget freezes, for testing purposes you need to be sure you only tap the icon an odd number of times. Ideally only once and then test the functionality of App Lock. From your scenario above, an even number of taps should first lock, then unlock the apps, even though the icon does not change. The odd number of taps, or only one, would lock the apps.   This is a test to see if it is just the display property of the icon, or if it is actually not functioning.

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

Re: Norton App Lock doesn't see all apps, widget crashes

When the widget freezes, for testing purposes you need to be sure you only tap the icon an odd number of times. Ideally only once and then test the functionality.  As I wrote, I tap the widget and it turns from gray to colored implying a locked state. I then try a few of the apps that are supposed to be locked and find that's NOT the case. So the widget is tapped only once.

Just tried it now again--out of phone hibernation, and found the widget performed normally; it locks and unlocks fine.

It then occurred to me that may be the case because the widget was already kick-started by pressing AL's shortcut. So I then shut my phone down, tried the widget and found the freezing behavior again.

This leads me to think that the kick starting effect is not lost out of hibernation but is lost after shut-down and restart.  Do you follow me?

Kudos0

Re: Norton App Lock doesn't see all apps, widget crashes

I see what you are saying. After a shutdown, were you able to try the single tap suggestion above to check the operation?

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

Re: Norton App Lock doesn't see all apps, widget crashes

Yes. As I wrote, I then shut my phone down, tried the widget and found the freezing behavior again.

In fact, I just now tried your suggested three-tap method (odd number of times) and found the widget still frozen (still colored and apps that should be locked, not locked).

The widget is frozen now but I'm confident that if I kick-start it, it will function normally even out of hibernation.  But if I shut-down and try the widget, I'll find it frozen again.

I'm not an Android expert but it appears some AL widget setting in memory is lost after shutdown (rather like memory being flushed completely after a Windows cold boot) that's not lost out of hibernation.

Kudos0

Re: Norton App Lock doesn't see all apps, widget crashes

I have passed this thread along to my Norton contacts. Let's see what they can find.

I'll let you know if I hear anything.

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

Re: Norton App Lock doesn't see all apps, widget crashes

@Klaatu58

I have heard back from my contacts and was given this reply.

We found this issue can only be reproduced in the first few minutes while device is still booting. Once the device completes booting, the widget is back to normal. Basically, this is because the system widget component has a low priority during the device booting process and the time to finish booting varies on different devices.  All the other app widgets should also be either hidden or non-responsible during the booting process. This is a system behavior which we have no control on it but we will try to handle this scenario gracefully in a later release.

So please give this information a try. It sounds like it jives with your observation above. Although with a different explanation for what is happening.

I'm not an Android expert but it appears some AL widget setting in memory is lost after shutdown (rather like memory being flushed completely after a Windows cold boot) that's not lost out of hibernation.

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

Re: Norton App Lock doesn't see all apps, widget crashes

Recreated the widget after phone was booted for well over an hour. After tapping it, it turned from gray to colored implying a locked state. I then tried a few of the apps that were supposed to be locked and find that wasn't the case. Widget also became unresponsive to repeated taps; it didn't return to gray.  Essentially the same freeze behavior.

But hey, appreciate that you're still with me on this!

Since I've tried basically all operating scenarios, will wait until it's handled (fixed) gracefully in a later release.

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