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Posted: 28-Oct-2020 | 12:57AM · 13 Replies · Permalink
REVVL 4 Accessibility turns off for both Norton Mobile Security and Norton Vault once apps are closed? Never had this problem before with any other phone?
Posted: 28-Oct-2020 | 7:20AM · Edited: 28-Oct-2020 | 7:26AM · Permalink
It could be something related to your device's manufacturer using a proprietary version of the Android OS, or some other issue with Android 10.
Does Accessibility turning off affect the operation of the apps or device?
One thing to check. In Android Settings look for any battery optimization settings. Turn off any optimization settings for Norton Mobile Security, NMS, and Norton Password Manager, NPM. Then test again.
Posted: 28-Oct-2020 | 9:20PM · Edited: 28-Oct-2020 | 9:35PM · Permalink
Hello, yes i tried the optimization, there is no optimization available for norton mobile security
yes the accessibility turning off affects/disables both the vault autofill and the norton mobile security's web protection, anti-malware and app advisor for google
discovered there is a 'Don't optimize' option for vault but it did not work
Posted: 29-Oct-2020 | 5:27AM · Permalink
To help diagnose this issue, please send logs to Norton from your NMS app.
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.
Posted: 03-Nov-2020 | 6:23AM · Edited: 03-Nov-2020 | 6:24AM · Permalink
My contacts could not see any logs. Please try again using the instructions above. Be sure your forum username is in the report somewhere.
They also suggest checking any other apps that might use the Accessibility setting to see if they too turn off Accessibility when the app closes. Apparently some proprietary OS versions from manufacturers have been known to do this. If you do see this, try contacting the device manufacturer's support to see if they have any insight into this Accessibility getting turned off.
Posted: 04-Nov-2020 | 12:50AM · Permalink
Ok, done, also I have not noticed any other accessibility turning off on any other apps, only Norton - the (1)Norton Mobile Security, (2)Norton Vault(Password Manager) and also the (3)Norton App Lock
Thank you
Posted: 07-Nov-2020 | 6:36AM · Edited: 07-Nov-2020 | 6:36AM · Permalink
Just don't hold your breath. If it is caused by a proprietary OS version, it will take an update from the manufacturer to resolve this. If Norton were to make changes that accommodated one proprietary OS, it would likely cause issues with other/normal OS versions.
Try contacting support for your device to see what they can suggest.
Posted: 15-Nov-2020 | 10:16AM · Permalink
Your logs have been received. But as I noted already, if the issue is only on one device manufacturer's custom OS, the manufacturer is going to have to make any changes to fix this.
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