This forum thread needs a solution.
Kudos0

Norton app not compatible with Android 7.1.1 phone

Posted: 12-Oct-2021 | 2:55PM · Edited: 12-Oct-2021 | 3:08PM · 10 Replies ·

I have recently upgraded my subscription to Norton 360 Premium / 10 users, and tried installing the app on a phone running Android 7.1.1. I have another phone on the same android version with the app already installed.

The Norton app (used to be called Norton Mobile Security, now called Norton 360) no longer shows up in Google Play search (though other Norton branded apps are still there). If I use the link ( https://play.google.com/store/apps/details?id=com.symantec.mobilesecurity ) it gives error "This app is no longer compatible with your device. Contact the developers for more info".

I have tried the side loading solution ( https://support.norton.com/sp/en/us/norton-mobile/current/solutions/v116... ), and got the error "There was a problem while parsing the package" (same as https://community.norton.com/en/forums/norton-360-android-devices-0 ). I tried downloading again and got the same error with the newly download package.

I just found the end of support announcement ( https://community.norton.com/en/forums/end-support-announcement-norton-3... ) - that says that "... devices running Android 6.x or 7.x will no longer receive any new product, service or security updates ..." and also "You can continue using the Norton 360 app on your device with Android 6.x or 7.x." It does not say anything about installing on new devices.

It stopped working BEFORE the end of support notice was posted (I tried on Saturday 9 October, the notice was published 11 October).

How can I get Norton app working on my Android 7.1.1 phones? Or do I need to cancel my subscription and find a new solution?

Labels: Android, Google Play, Norton Mobile Security

Replies

Kudos0

Re: Norton app not compatible with Android 7.1.1 phone

Posted: 13-Oct-2021 | 6:55AM · Permalink

I am also considering cancelling my subscription since I run Android 6 and will no longer get updates to the mobile app. I do have the a version of Norton 360 now running on my phone but it looks like you can not download any version to your Android 7 phone at this point.

Maybe others will clarify the reasons why Norton will not run on 6 or 7.

Kudos2 Stats

Re: Norton app not compatible with Android 7.1.1 phone

Posted: 13-Oct-2021 | 8:45AM · Permalink

It stopped working BEFORE the end of support notice was posted (I tried on Saturday 9 October, the notice was published 11 October).

 It does not say anything about installing on new devices.

See my responses in this thread.    https://community.norton.com/en/forums/your-device-isnt-compatible-versi... . There is a notation on the Google Play Store about the minimum OS version supported being Android 8.

I have tried the side loading solution

A sideload install of an app is still going to be restricted by any OS version restrictions. 

How can I get Norton app working on my Android 7.1.1 phones? Or do I need to cancel my subscription and find a new solution?

Short answer is you cannot install unless you have at least Android 8. If your device is not capable of upgrading to that OS version, there is no other option for Norton products. Android 6 and 7 were introduced in 2015 and 2016 respectively. In electronics terms that is almost a lifetime. Very few  developers are going to support older OS versions for ever. The apps need to be tested against every OS version that is supported. At some point, the return on investment for this additional testing on older OS's is not a viable business decision. 

I can feel your pain, as my Android tablet is on Android 9, and my iPhone 6S is on it's last major iOS upgrade. I have always been one to use the tech until it dies. So if I wish to continue helping here, next year could  expensive for me. 

Kudos0

Re: Norton app not compatible with Android 7.1.1 phone

Posted: 13-Oct-2021 | 3:43PM · Permalink

This is not free software, or software you buy once and use forever. I pay an annual subscription for a "Premium" product and support, and expect the software to work for the whole year. I think Norton has a responsibility to notify me in advance if/when that will not be not the case.

Very few  developers are going to support older OS versions for ever.

Yes, I agree that they can't support them forever. However, they should have planned for this, and included in that plan communicating with customers that will be affected. 

Some ways they could communicate this are:

  • Publish a policy / roadmap of how long they will support different operating systems. Now they have dropped support for Android 6 and 7, they should tell us how long Android 8 and 9 will be supported. https://support.norton.com/sp/en/au/home/current/solutions/v133891548 has current requirements, could indicate future support here too.
  • App notification (once) / warning (on the app's main screen) (eg. "You are using Android 7.1.1, Norton X will support this until Y ...")
  • In "My Norton" under "Device Security". It currently shows my phones that have Android 7.1.1 under "Device Security" as "PROTECTED" (no warnings there yet).
  • In the emails they send regarding renewals (when you have devices that will not be supported for the period you are about to renew for)

I am sure there are many users with this app installed on Android 6 and 7 phones, who even now are unaware that they have stopped receiving updates.

Kudos1 Stats

Re: Norton app not compatible with Android 7.1.1 phone

Posted: 13-Oct-2021 | 3:55PM · Permalink

Over the coming months, devices running Android 6.x or 7.x will no longer receive any new product, service or security updates for the Norton 360 app.

That sounds like it was meant to be sent months before the support ended, not after. But anyway, do most people check the forums frequently when they are not having issues?

Kudos0

Re: Norton app not compatible with Android 7.1.1 phone

Posted: 16-Oct-2021 | 6:58AM · Permalink

That last statement seems to referring more to the updates to existing installations. Any attempts to install on the older devices has already been stopped, as we have seen.

If you are looking to cancel your subscription, be sure you do it before 60 days from the activation of the current subscription if you want a refund.

Kudos0

Re: Norton app not compatible with Android 7.1.1 phone

Posted: 30-Oct-2021 | 12:16PM · Permalink

I have the same issue. I can protect 10 devices under my subscription. But in practice, Norton 360, is no longer compatible with my Android 6 mobile phone. I had confidence in Norton. That confidence just disappeared because I discovered purley by chance that my Norton security was no longer functioning on my phone. So there I was, thinking my phone was secure, when it wasn't. Thanks for my security Norton! I will be ending my Norton subscription.

Kudos1 Stats

Re: Norton app not compatible with Android 7.1.1 phone

Posted: 30-Oct-2021 | 12:34PM · Permalink

@GlennJB,

My subscription covers 5 devices and I have 2 phones, a PC and a laptop to protect.

If I renew my subscription I will not be able to update Norton 360 on my phone and although I can continue to run the current version I am concerned that if something happens and I need to reinstall Norton 360 I will be unable to do so and have no protection at all.

I am considering other options now. The thing I like about Norton 360 is the no log/no limit VPN which I use very frequently on the phone when I am using other wifi (not my home network) as that feature does have a great deal of value to me without paying for a separate stand alone VPN. 

I am considering Bitdefender although their VPN is limited use and their firewall is one way not two way like Norton.

Bottom line is I am trying to find a solution to stay with Norton and not have to purchase a new phone just to have security. Time will tell.

Kudos2 Stats

Re: Norton app not compatible with Android 7.1.1 phone

Posted: 30-Oct-2021 | 2:42PM · Permalink

If you are bailing on Norton just because of the Android mobile products requiring Android 8, be sure you research with the competition to see how much longer they will still support those older OS versions. Eventually, developers cannot continue compatibility with older OS versions because of the added difficulties and costs of verifying their product's new version with so many different older OS versions, which also have to include the proprietary versions put out by many device manufacturers.

As for the Norton VPN, so far the Android app still supports Android 6. And it can be installed at no additional cost if you have a current 360 subscription.

Kudos0

Re: Norton app not compatible with Android 7.1.1 phone

Posted: 31-Oct-2021 | 7:40AM · Permalink

Thank you for the advice. But my complaint is not so much that Norton stopped supporting Android 6, rather that they did not inform me. From what I can tell, reading other comments here, my experience is not unique. It would have been very easy to inform people...

Kudos0

Re: Norton app not compatible with Android 7.1.1 phone

Posted: 31-Oct-2021 | 8:17AM · Permalink

If you have Norton 360 on a PC, you can open the classic interface and click on Help > Feedback on the right side of the window.

This thread is closed from further comment. Please visit the forum to start a new thread.