This forum thread needs a solution.
Kudos0

Norton Security Service turns off on Android 8

Posted: 27-Nov-2020 | 3:24AM · 13 Replies ·

I'm experencing this same issue that was reported in this post
"Norton Security Service keeps turning itself off on Android 8" Posted: 07-May-2019"
My phone is a tracfone Alcatel Model TCL LX A502DL  Android version 8.1.0 and I'm using the NMS app -  version 4.8.0.4550 downloaded via my Norton 360 with LifeLock Select subscription. I have NMS set to "not optimized" and under Battery Management I have both "Standby intelligent power saving" and " Battery saver" set to off. And under Device Administrators - "Norton Mobile Security" is checked.
In my case, after a period of time when I open the app I see this:

Also under,
> Accessibility    >Downloaded services > Norton Security Service is OFF
 I can reset it to an all green state by following the "setup" procedure and all seems well. But after a period of time - it turns off again.

I also noted that if I open the app , leave it on the screen and let the phone display time out and go dark - it'll stay "set-up" indefinitely. But if I open the app and press the home screen icon and the app is left only on the recent screen -  it'll eventually return to this "Setup-Required" state.
I tried the "accepted solution" several times and it did not help me. I also completely remove the app and re-downloaded it with the same results. 

Labels: Norton Mobile Security

Replies

Kudos0

Re: Norton Security Service turns off on Android 8

Posted: 27-Nov-2020 | 3:32AM · Permalink

Norton Mobile security app needs to be set-up
Anti-Malware is orange at 50% "Setup-Required"
Privacy is green at 100% "Your data is secure"
Wi-Fi Security is green at 100% "Your network is secure"
Web Protection is red at 0% "Setup required"
System Advisor is green at 100% "No risks found"

Kudos0

Re: Norton Security Service turns off on Android 8

Posted: 27-Nov-2020 | 4:48PM · Permalink

This is a correction to my original post.

I'm experiencing this same issue that was reported in this post: Alcatel 3V keeps turning off Norton Security web protection | Norton Community

Kudos0

Re: Norton Security Service turns off on Android 8

Posted: 28-Nov-2020 | 8:19AM · Permalink

Your issue actually is more closely related to this thread.  https://community.norton.com/en/forums/revvl-4  As noted in that thread, it is usually the use of a customized version of the Android OS by the manufacturer that causes this kind of issue with the Accessibility setting getting turned off. See my post in that thread. 

I would suggest the same thing I did to that user that you try contacting the manufacturer's support to see what they say about the Accessibility getting turned off. Also, check other apps on your device that use Accessibility and see if you see the same issue.

Also, if you can send logs to Norton, I can have your issue added to the ticket already created for this issue. 

Open the NMS app and tap the three bars at the top left. Tap on App Settings, 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 setting and turn it off, 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. 

If you do send logs, please let me know and I'll notify my contacts to look for them.

Kudos0

Re: Norton Security Service turns off on Android 8

Posted: 28-Nov-2020 | 11:37AM · Edited: 28-Nov-2020 | 11:38AM · Permalink

"peterweb" - Thank you for your suggestion. I'll try to contact the manufacture's support first. If I do decide to sent the logs to Norton, what is the best way to contact you? 

Kudos0

Re: Norton Security Service turns off on Android 8

Posted: 28-Nov-2020 | 5:55PM · Permalink

Just post back in this thread. I monitor all threads that I post to.

Kudos0

Re: Norton Security Service turns off on Android 8

Posted: 01-Dec-2020 | 4:43PM · Permalink

peterweb, I contacted Alcatel Mobile Support from a site I found on the internet and I heard back from them via e-mail and they asked me for the following info:

Phone number:

State:

Carrier:

Model:

IMEI (you can get it by dialing *#06#):

I have gathered it but haven't sent it yet. It seems like private information that I may not what to share. Is this routine or should I be suspicious. Would you know why they would need that info and how will they use it? Could this be a malicious site trying to farm my personal info? 

Kudos0

Re: Norton Security Service turns off on Android 8

Posted: 02-Dec-2020 | 4:53PM · Permalink

My searching came up with this link for Alcatel support.

   https://www.alcatelmobile.com/support/

Kudos0

Re: Norton Security Service turns off on Android 8

Posted: 03-Dec-2020 | 3:23AM · Permalink

That's the site I used. I'll work with them and update you with the results.

Kudos0

Re: Norton Security Service turns off on Android 8

Posted: 03-Dec-2020 | 8:14AM · Permalink

I would suggest sending the logs to Norton as well. That way they can add your data to the support ticket they already have open.

Let me know.

Kudos0

Re: Norton Security Service turns off on Android 8

Posted: 03-Dec-2020 | 4:35PM · Permalink

I sent the logs per your instructions at 7:01 PM EST 12/3/20. Please let me know if your contacts received them. What might I expect from this? I've seen several post on this issue - some seemed to be solved and others not.

I'm somewhat disappointed with my experience with the manufacture's support. First I contacted Tracfone who told me they couldn't help and that I should contact Alcatel. Alcatel referred me back to Tracfone ... who then told me that they couldn't help with any third party app issues. I'm not expecting any joy from either of them and I'm not likely to pursue that any further.

Kudos0

Re: Norton Security Service turns off on Android 8

Posted: 03-Dec-2020 | 6:42PM · Permalink

What can you expect? That depends on if it is the situation noted in the other thread I linked above where the proprietary OS changes made by the manufacturer cause this issue with apps that use the Accessibility Settings having that setting turned off when the app is closed. This is not a Norton issue, as other app developers have this happen to their apps on these devices.

Developers cannot create 5 or 6 or more different versions of the same app to allow for each and every device manufacturer that uses proprietary versions of the Android OS. 

I'll pass on that you have sent logs. 

In the mean time, you can watch out for a new NMS version that will be Norton 360 for Android. It is being released in a phased manner in different countries around the world. Keep an eye over the next month for this update and see if you still have the same issue. See the product announcement here.   

Kudos0

Re: Norton Security Service turns off on Android 8

Posted: 07-Dec-2020 | 2:58PM · Permalink

I received the new NMS version Norton 360 for Android two days ago and I'm still seeing the same issue but not as frequently. It seems to stay active throughout the day but overnight it reverts back to that "set-up required" state. The work around that I mentioned earlier in this post still works though, that was:

"....if I open the app, leave it on the screen and let the phone display time out and go dark - it'll stay "set-up" indefinitely. But if I open the app and press the home screen icon and the app is left only on the recent screen -  it'll eventually return to this "Setup-Required" state."

I believe that I have pursued this as far as I can. Alcatel isn't responsive and I understand the app developers position. It certainly seems to me that the phones software is the culprit and I can't locate any setting that could correct this issue.

Should I close this post? If so, how do I go about it?   

Kudos0

Re: Norton Security Service turns off on Android 8

Posted: 07-Dec-2020 | 3:17PM · Permalink

You do not need to do anything about the thread. It will automatically lock after 30 days with no posts.

I'll keep an eye out for any response from my contacts. But as we have seen in the past, if it is an issue caused by the manufacturer's OS changes, there is not much that can be done without their support.

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