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Kudos0

Norton Password Manager Add a Mobile Device

Hi all

  • I have Google Chrome installed on a Windows 10 Platform.
  • I have the Norton Password Manager Extension installed in Google Chrome.
  • I have Norton Password Manager installed on my mobile device (it's an Android phone).

When trying to add my phone to the "Mobile Unlock" functionality, using the "My Norton" ebsite, I get a "Something Went Wrong" error in Chrome, during the setup - and continuing returns the same error - I have to quit the setup.

  • I have both the vault open - in chrome - and on the phone, as per instruction, and the Norton account signed into via the NIS application.
  • I have run the Norton File Cleaner and followed the help guides, but this does not solve the issue.
  • I have reinstalled NIS and the Chrome Extension, as well as the Norton Password Manager on the phone; this has still not resolved it.

It's as if my phone cannot be discovered as being logged in, by the setup process.

So, the upshot of this, is that each time I open a login page for a web site in Chrome, there is no "Deny / Approve" notification supplied to the phone. I always have to login and open my vault manually 

Thanks for any resolution

Regards

Replies

Kudos0

Re: Norton Password Manager Add a Mobile Device

Did you check here to see if your device is supported for the Mobile Unlock feature? Click on the Android dropdown to check.

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

Re: Norton Password Manager Add a Mobile Device

Thank you peterweb, for replying.

I did check the list, and although, the Sony Experia is not listed, I do have a version of Android > 6.0.

That said, the Deny / Approve notification was working on Monday and Tuesday this week. It's just like nothing is being sent by Chrome / Extension, or received by the phone.

Would Password Manager on the phone not be registering the phone's presence / login with the Norton Site?

Thanks 

Kudos0

Re: Norton Password Manager Add a Mobile Device

When trying to add my phone to the "Mobile Unlock" functionality, using the "My Norton" ebsite,

I found that you cannot access the Mobile Unlock settings if you access your vault from the my.norton website. You need to sign in using the Chrome extension. Then you can access the settings necessary for Mobile Unlock.

After you open your vault in the Chrome extension, click on the Settings gear icon. Then click on Mobile Unlock Settings, then see if you see your device listed. If it is set up for Mobile Unlock, try removing the phone from the feature. Close your vault. Then open the vault in Chrome extension again and set up the Mobile Unlock with your phone again. Then close the vault and the try opening it again to see if you are prompted on the phone for the login.  

Be sure you have an active internet connection on the phone for this to work.

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

Re: Norton Password Manager Add a Mobile Device

I have tried this a number of times, and still don't get a message on the phone.

I do not have the phone in the "Listed Devices", so click on SETUP and the attached screen is displayed.

This is, as you have said, all via the Chrome Extension - I have also tried this methodvia the MyNorton site...

Kudos0

Re: Norton Password Manager Add a Mobile Device

Go to your mobile device and open your NPM app. Before signing into the vault, scroll down and sign out of your Norton Account. Restart your device. Now open NPM and sign into your Norton Account, and then into the Vault. 

Now, from Chrome, click on the NPM icon, and sign into your vault again and check the Mobile Unlock settings again.

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

Re: Norton Password Manager Add a Mobile Device

Thank you for your continued support.

Sorry to report back, unsuccessful, exactly the same response.

Your steps were followed to the letter... I've tried so many routes now... other than this, manually signing in works OK, but its a bit of a pain...

:-(

Kudos0

Re: Norton Password Manager Add a Mobile Device

From the link I gave above.

Your device may support Mobile Unlock if the Android OS in your phone is v6.0 or higher and includes fingerprint authentication

So there is no guarantee it will work just because you have Android 6. So even if it was working before, there was an update to NPM that may have hosed that for you.

What model of Sony Xperia do you have? Does it have a fingerprint reader?

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

Re: Norton Password Manager Add a Mobile Device

The phone is an Xperia XZ Premium, with finger print reader.

Its 18 months old. It's quite bizarre that just in 2 days its just stopped working!

Android version Pie 9.

Kudos0

Re: Norton Password Manager Add a Mobile Device

Did you happen to just get updated to Android 9 around the time this NPM issue started? 

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

Re: Norton Password Manager Add a Mobile Device

No, the update to Pie 9 was a month or more ago.

I've tried to see if there are any settings, set incorrectly on the phone that would prevent the comms between Norton and the phone (NPM) all notifications are turned on, and NPM has permissions as far as it goes to access all that would be needed.

Kudos0

Re: Norton Password Manager Add a Mobile Device

Does the Touch ID work to log you into your vault on your phone? If not, try resetting your PIN, and then try the Touch ID again.

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

Re: Norton Password Manager Add a Mobile Device

Both touch and PIN work to login to the vault.

(Once logged in to the Norton account - which is by email / password only)

Kudos0

Re: Norton Password Manager Add a Mobile Device

The only other thing I can think of now, is that there was an update to NPM for an unrelated issue. Given that support for your device is not a given, it is possible that this update messed up how this feature used to work for you.

All you can do for now, is keep an eye open for any updates to NPM. Maybe the next one will restore the feature for you.

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

Re: Norton Password Manager Add a Mobile Device

You could well be right. Thank you very much for you attention here. Much appreciated.

I'll be aware of updates!

Anyone else out there want a challenge!?

Kudos0

Re: Norton Password Manager Add a Mobile Device

Recently, the same issue applies to Microsoft Edge. Same error, same process!

Hmmm??

Kudos0

Re: Norton Password Manager Add a Mobile Device

I'm sure your issue is related to your specific mobile device. Not which browser you are using.

Is there any chance there is another mobile device you can borrow/use that is on the supported list to test?

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

Re: Norton Password Manager Add a Mobile Device

Hey there,

I agree with you, because both browsers exhibit the same issue, the phone - or NPM on the phone - is at fault.

I have raised a call with support to get an NPM / Android expert involved.

Apparently, Android 9.0 Pie is supported, and given that it was working a short while ago, they will investigate.

Thank you for your assistance. I'll post back the results for future reference!

Kudos0

Re: Norton Password Manager Add a Mobile Device

No-one has contacted me back from support despite stating that they would, with any help on the Android App - NPM - what do I pay for support for?!

Issue still open...

Kudos0

Re: Norton Password Manager Add a Mobile Device

I would suggest contacting Support again to see if you can get any information.

But as I noted above, if your device is not specifically supported as noted in the support article, you may be fighting a losing battle. 

what do I pay for support for?!

You pay for supported apps on supported devices.

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