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Kudos0

Not able to "Turn On Mobile Unlock" in Norton password manager

Device specs -
Brave Browser(x64)
Samsung J7 
Country:India
OS: Windows 10 21H2
No VPN or Proxy enabled.
Extension version - 7.5.0.13
'Mobile Unlock' browser extension in Brave just won't detect my Samsung J7 phone.
It still shows "No Devices Enabled Yet"

I followed all the steps in the help pages list below 
[1]There is no mobile device listed in Step 7 ->https://support.norton.com/sp/en/us/norton-identity-safe/7.5.0.13/soluti...

[2]There is no  Desktop Unlock in the Vault screen in step 4 ->https://support.norton.com/sp/en/us/norton-identity-safe/7.5.0.13/soluti...

[3] I tried repairing every step listed below "Some reasons for not receiving a notification as expected may include:

  • If your mobile device does not have a stable Internet connection, the vault unlock request notification may not be received.

  • If the notification for the Norton Password Manager app is disabled in your iOS device, you will not receive the notification. Enable the notification for Norton Password Manager in your iOS device and relaunch the app.

  • If the Norton Password Manager app is uninstalled on the mobile device, the Mobile Unlock request notification cannot be received on the mobile.

  • If the device is on power saver mode or if battery optimization is enabled on the app, the mobile may not receive the vault unlock request notification."
     

Now I am at my wit's end. What should I do?

Replies

Kudos0

Re: Not able to "Turn On Mobile Unlock" in Norton password manager

What mobile device do you use, and what OS version?

Have you installed Norton Password Manager, NPM, app on your Mobile device? You need to have the NPM vault open on your mobile device while trying to set up the Mobile Unlock from your browser's Mobile Unlock Settings.

You mention the Brave browser. Have you tried setting up Mobile Unlock with Chrome or Edge browsers to see if you are seeing a browser based issue. I know that Brave is Chromium based, but that is no guarantee that it will work as expected with all Chrome extensions.

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

Re: Not able to "Turn On Mobile Unlock" in Norton password manager

"What mobile device do you use, and what OS version?"
As I have already written in description box, Samsung J7  Prime with Android version 8.1.0 and Samsung Experience version 9.5

"Have you installed Norton Password Manager, NPM, app on your Mobile device?"
Yes

"You need to have the NPM vault open on your mobile device while trying..."
Yes...

"Have you tried setting up Mobile Unlock with Chrome or Edge browsers..."
Yes, I also tried in Firefox and every other addon disabled.
 

Kudos0

Re: Not able to "Turn On Mobile Unlock" in Norton password manager

I saw the device, but you had not included the OS version. This can sometimes be a factor, especially on 'older' devices.

Have you checked in Android Settings > Notifications, that notifications for the 360 app are turned on. When I look at the Mobile Unlock settings for my NPM, I see this message about requirements on the mobile device.

Your push notifications and your screen lock must both be enabled on your mobile device before setting up this feature.

Do you also have a screen lock enabled on your phone?

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

Re: Not able to "Turn On Mobile Unlock" in Norton password manager

'Yes' to all of your questions. 

Kudos0

Re: Not able to "Turn On Mobile Unlock" in Norton password manager

Maybe try uninstalling NPM from your mobile, restart the device, and then reinstall NPM. Then try the Mobile Unlock setup process again. Play close attention to having the vault open on your mobile device, and the device has not gone into standby while doing the setup process.

One other thought. Be sure you do not have any VPN feature of 360 active on the mobile or the PC.

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