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Kudos0

Stuck in "Setting up..." during installation

Dear all,

I'm trying to install Norton Mobile Security on a Android 5.1.1 phone.  However, when I run it for the first time, it's stuck on the "Setting up..." screen.

Basically, after installing, I run it.  I agree to join Norton Community Watch (though this choice doesn't seem to affect things) and select "Agree & Launch".  Then, "Setting up..." appears with a spinning blue circle.  However, it's stuck doing this.

I've tried turning off the screen saver to prevent the phone from going to sleep.  I've switched to WiFi.  I cleared the cache and re-did everything from scratch.  I uninstalled it and reinstalled it again.  I even rebooted the phone.  None of these steps worked.

I'm not sure what else I can try.  If it was merely downloading files, I wouldn't mind.  But looking at the cache, each time I check, it is always around 5 MB.  i.e., it isn't growing in size based on how long I wait before I stop it.

Any suggestions would be appreciated -- thanks!

Ray

Replies

Kudos0

Re: Stuck in "Setting up..." during installation

Hi Raymond Wan,

Sorry to hear that you are facing such issue while launching app.

Can you please share your device model on which this issue is occurring? Because I tried it on Samsung Galaxy s6 having 5.1.1 OS and worked fine for me. So we can check whether it is  device specific issue.

And can you try it once more by clearing app data instead of cache and check it out 1 more time :)

Thanks,

Mayur.

Kudos0

Re: Stuck in "Setting up..." during installation

Hi Mayur,

Thanks for getting back to me!  I have an Sony Xperia Z5.

And sorry, what I did before was indeed clear the data and not just the cache.  But, I can easily try it all again.  I have just done the following:

  1. Uninstalled Norton Security and Antivirus.
  2. Set the screen sleep time to 30 minutes (the longest I can set).
  3. Restarted the phone.
  4. Re-installed Norton Security and Antivirus from Google Play.
  5. Started the program.
  6. Selected "Agree & Launch".
  7. And then "Setting up..." appears...

No, I'm afraid it didn't work.  I let it continue for maybe 10 minutes already and so far, nothing.   At first, the upload/download indicators are blinking, but after a few seconds, they stop.

Should I wait longer?  The size of the data is about 5 MB -- how big should it be?

If you have any suggestions, feel free to let me know.  Of course, if this phone isn't supported yet, then I guess I'll just have to wait.

Thank you!

Ray

Kudos0

Re: Stuck in "Setting up..." during installation

Hi Ray

I just checked the installation on my phone and the data was at about 10MB.

Are you using a Wifi connection while setting up the app?

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

Re: Stuck in "Setting up..." during installation


Hi Peter,

Thanks for your message!  Yes, I'm trying this on WiFi.

I left it on that program (i.e., in the foreground) through the night and no change.  Continued to let it run throughout the day (by keeping it from sleeping) and still nothing.

In Settings, the "App on device" is 33.06 MB" and "Data on device" is stuck at "9.36 MB".  So, more than 5 MB, but still appears stuck.  The original download from Google Play was probably around 10 MB as well?  And that download took a few seconds on WiFi.  So, something seems wrong and I don't think it's my download connection.

Whenever I place the program in background and then back to the foreground, the upload/download indicator lights blink a bit but still the "Setting up..." message and the blue circle is moving...

Ray

Kudos0

Re: Stuck in "Setting up..." during installation

Just looking at your order of processes when you last reinstalled. When did you clear the cache and app data? You need to do that before you uninstall the app.

If you did not do things in this order, please try again.

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

Re: Stuck in "Setting up..." during installation

Hi Peter,

Thanks for helping!  I'm pretty sure I cleared the cache and app data before I uninstalled the app but, just to be safe, I did it again (including the phone restart ... always did that with PCs during software uninstallation, so maybe it's true for Android phones too).

Unfortunately, no luck...still the same.

I know the Xperia Z5 came out a month ago.  So maybe there's some kind of bug with it?  I will give it a try again after Sony releases an update -- maybe I'll get "lucky" some day.  I'll also keep an eye on an update to Norton Security and Antivirus, too.

Thanks!

Ray

Kudos0

Re: Stuck in "Setting up..." during installation

Just in case, check if your device time is correct.

Kudos0

Re: Stuck in "Setting up..." during installation


Hi,

Yes, the time is correct -- it is grabbing it from the Internet...

Ray

Kudos0

Re: Stuck in "Setting up..." during installation

Exactly the same problem here with a Samsung Galaxy Ace 3 , Android 4.2.2

Crash report has been sent to Norton after NMS stopped , hope it's usefull ...

Kudos0

Re: Stuck in "Setting up..." during installation

Hi Raymond/Bart,

We really appreciate your help for Norton Mobile Security.

Can you try 1 more workaround:

1.Connect to Wi Fi

2.Clear all NMS data

3.Launch NMS and check whether NMS stuck at setting up and if it does, open mobile browser(chrome or whichever is present on device) and open url: https://goo.gl/Q0O5fn and share it's screenshot or error message to us.

Kudos0

Re: Stuck in "Setting up..." during installation

Hi Mayur,

Thanks for not giving up on me/us!  I already uninstalled it, but I reinstalled it and do as you asked.

No, it still doesn't work.  When I go to the web site, the error message I get is:

500 - Internal server error.

There is a problem with the resource you are looking for, and it cannot be displayed.

I didn't upload the image since this forum doesn't allow it.  Only txt, pdf, and zip files are allowed.  I could zip the png file but the error message says it all...

Thanks!

Ray

Kudos0

Re: Stuck in "Setting up..." during installation

Raymond

Instructions to post screenshots can be found here
https://community.norton.com/forums/how-post-image-forums-0

Now this can be difficult on a phone, as you may not see all the functions in the forum Reply box. What I had to do was take a photo with my camera and transfer that to my PC. Then I was able to post the image. You may also be able to transfer the screenshot from your phone to a PC.

I just tried the link given and I think this is the error you want to show.

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

Re: Stuck in "Setting up..." during installation

Procedure gives following message ( In Dutch ) :

Tijdens verwerking van uw verzoek is een fout opgetreden.

Error id: 3ee52c12-3150-42f6-830a-10648cbf3d46

Kudos0

Re: Stuck in "Setting up..." during installation

Hi Peter,

Thanks for the explanation!  Silly me -- I thought only of uploading the image and didn't think of including it in-line.

The screen capture is below and no, no error id at all.  Am I doing something wrong?

I just tried again without WiFi but using my mobile network.  Again, same error message.  I'm not near WiFi now but can give it another go later in the day and post a screen capture if I get an actual error message.

By the way, I noticed some of you are using the term "NMS", presumably for Norton Mobile Security.  I'm installing "Norton Security and Antivirus" from Google Play.  We're talking about the same thing, I guess?

Ray

Kudos0

Re: Stuck in "Setting up..." during installation

Raymond

Yes. NMS  is Norton Mobile Security, and yes it is the same product that is called Norton Security and Antivirus on Google Play Store.

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

Re: Stuck in "Setting up..." during installation

I have the same issue as above, any resolution yet? It gets stuck setting up, have Android 4.4.2
Kudos0

Re: Stuck in "Setting up..." during installation

RLGP

Are you upgrading from an earlier version of Norton Security or are you new to NMS?

Have you tried going to Android Settings - Apps, and looking for the Norton Mobile Security app, then clearing the app cache and app data. Then restart your device, and try logging into your account again?

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

Re: Stuck in "Setting up..." during installation

Am new to NMS. Just tried (and before), but still stuck in the setting up loop.
Kudos0

Re: Stuck in "Setting up..." during installation

Did or do you have any other security apps installed?

Have you checked to see how much storage space you have free on your device?

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

Re: Stuck in "Setting up..." during installation

Yes, 6 gb available. Previously avg free app installed, but removed it before installing nms
Kudos0

Re: Stuck in "Setting up..." during installation

Did you try the suggestion in the post above by @Mayur_Dharmadhikari

https://community.norton.com/en/comment/6728461#comment-6728461

Hopefully they will come back to say what you should be seeing when you click on the link in that post.I do not know if Android systems work like a Windows system, but sometimes things can get left behind when you uninstall an app. You might try reinstalling AVG, the going to the Android Settings - Apps - AVG, and clear the app cache and delete the app Data before uninstalling again. Then restart your device and try Norton again.

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

Re: Stuck in "Setting up..." during installation

thanks! I get the same error message as in the post above. Tried your suggestion regarding avg, but that also didn't do the trick...
Kudos0

Re: Stuck in "Setting up..." during installation

I have asked for some help with this.

One other thing you might try. Do you have access to another WIFI network? Friend, work, etc. Be careful using a public network as you do not have your protection yet. Try installing the app from the other network.

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

Re: Stuck in "Setting up..." during installation

Same issue remains when trying on a different Wi-Fi network
Kudos0

Re: Stuck in "Setting up..." during installation

Proximus , my mobile provider here in Belgium ( they delivered smartphone , a Samsung Galaxy Ace 3 , and Norton software ) , advised me to bring my smartphone to an official Samsung repair centre. There they did an upgrade of the Samsung software. (Firmware , I suppose , in other words , not the reset to factory settings which you can do yourself ) Immediately after the first start-up Norton Mobile Security worked perfectly .. The whole operation took half an hour and was executed while I waited in the shop ! Because my smartphone is still in factory warranty , I didn't even have to pay for the reparation. Thank you Samsung ! :-) What had been done before without result : re-install Norton after cleaning cache , re-install with other WiFi-network ,re-install with 4G ,  re-install without external 64GB card , re-install after resetting the smartphone to factory-setting with the latest drivers , to exclude influence of other installed applications.

Kudos0

Re: Stuck in "Setting up..." during installation

Thanks Bart for posting your experience!

I don't think what you've said is really "the solution" for me, but maybe it can help others reading this thread! 

I mean, it clearly solves your problem and that's good to hear, by my phone's model is about a month old.  The operating system has been updated once in this past month and even with it, it is still not working.  So, I'd be surprise if it needs a new firmware.

And, in my humble opinion, tweaking the phone by playing with WiFi settings or removing or installing the SD card is worth trying, but if doing so works, then it's not a problem with our phone.  It should be a bug in the software for not giving a more useful error message.

I'm not sure if developers read these messages, but I think I'd like to see a percentage or some status message in the "Setting up" screen.  At least I know what it's stuck at...

Anyway, I'm not giving up yet -- I do give it a try whenever the OS is updated.  Might get lucky or something...

Ray

Kudos0

Re: Stuck in "Setting up..." during installation

Maybe good to share, my phone accidentally reinstalled completely, and the app is working now....
Kudos0

Re: Stuck in "Setting up..." during installation


Hi,

Thanks for sharing!  As two people have been successful with it through re-installation of the entire system, I guess this might be "the" solution.  Unless someone else comes up with another.

I'm in no hurry to install it, but I certainly wouldn't want my system to reset -- accidental or otherwise.  In fact, I've decided today to try another (competing) software.  It isn't Norton, but it worked right from the beginning and a more realistic solution than a system reset since everything else about my device works...

Thank you all for your help and the various suggestions and comments!

Ray

Kudos0

Re: Stuck in "Setting up..." during installation

Hi Raymond,

You are not alone. Oct 2015 I brought myself a HTC One ME dual SIM with Android 5.0.2, also stuck in "Setting up" screen. I have even try enabling Developer Options and set screen never goes off when connected to power, then let it run overnight. I have tried clear cache, data, uninstall in another WiFi network, 4G... and everything mentioned this post, I think, still no luck. 

In contrast, my wife's HTC One (M7) had been using Norton Mobile Security without any problem since 1.5 years ago. She had updated to latest version of NMS, Android (5.0.2), HTC Sense, as I checked few days ago. 

I don't have any kind of other anti-virus/security apps (AVG/TrendMicro etc.) installed. Anyway, both HTC came with PR-China made "Clean Master" which I uninstalled once the phone is on my hand.

Regards,
Kenneth

Kudos0

Re: Stuck in "Setting up..." during installation

Same problem here! NMS stuck at 'setting up' on sony xperia z5 compact.
Kudos0

Re: Stuck in "Setting up..." during installation

Kenneth Wong

Have you updated NMS to the latest 3.13 version? See product announcement here. The post notes it helps with this stuck on Setting up issue.

Awawzst

What Android version are you using? As long as you are using a version newer than 4.1.x, you can check the announcement as well.

Things happen. Export/Backup your Norton Password Manager data.
Kudos1 Stats

Re: Stuck in "Setting up..." during installation

Problem solved! Seems that NMS has problem for the first launch with "English (Hong Kong) language" setting.

When I tried to figure out what is the difference between my wife's HTC M7 and my HTC ME dual SIM. I changed my Settings > Language and keyboard > Language from "English (Hong Kong)" to "Chinese (Hong Kong)" then launch NMS. The setting up ring was turning sluggishly and tada... NMS launched normally!

To prove my test, I disabled and cleared data for NMS, changed language setting to "English (Hong Kong)", launched NMS. The first launch got stuck again.

Now I have NMS first launch with "English (United States)" then changed back OS language setting to "English (Hong Kong)".

My NMS version is 3.13.0.3033.

Kudos0

Re: Stuck in "Setting up..." during installation

Thanks for the info Kenneth Wong.

Can all others with this issue note what language version of NMS you are trying to install.

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

Re: Stuck in "Setting up..." during installation

My android is 5.1.1 and NMS is 3.13.0.3033 I also changed the language setting from 'English HK' to 'Chinese HK' and it worked! And then I changed it back to 'English HK' the NMS seems working fine too Thanks for the info Kenneth Wong! And thanks for trying to help, Peterweb!
Kudos0

Re: Stuck in "Setting up..." during installation

Dear Kenneth, Peterweb, and everyone,

Thank you all for reporting the problem and not giving up with finding a solution!

I can confirm that Kenneth's solution worked.  Actually, I'm not in Hong Kong at the moment and tried installing NMS with no luck.  So, that ruled out my physical location being a problem (something that I had suspected since I couldn't figure out what I was doing wrong).

However, I then followed Kenneth's advice and changed the language.  However, I didn't change it to Chinese HK.  I first tried another English -- I think it was "English (Australia)" since it was the first choice in the list of English variations and it worked!  So, it seems the problem is with just the language choice "English (Hong Kong SAR)".  This is a workaround, but there is obviously a bug with the NMS installation software.  Of course, I'm not too picky with the variation of English my system is in so even if there are problems in the future, I'm quite fine with keeping the system at any English...

Perhaps others who have re-installed their Android OS got it working as a side-effect...by default, it is probably in Chinese?

Thank you all for keeping with the problem!  Having it working is a great way to start 2016!  :-)

Ray

Kudos0

Re: Stuck in "Setting up..." during installation

Glad to know that my work-around worked.

Just my guess, "English (Hong Kong)" is new (I am new to Android too. But for Windows, English HK exists since Win8, Chinese HK exists since WinXP) and Symantec might not have "case else" for reading the system language written properly :-(

English US or UK are the "oldest" language options and the best bet to go. Of course as Raymond reported, Australia should work as well. Again, after start NMS with English US for the first run, there is no problem going back to English HK.

Yes I agree with Raymond. Who factory reset their handset then get NSM working, may actually changed their system language with the Android initial setup.

Kudos0

Re: Stuck in "Setting up..." during installation

Good news so far. Thanks all, especially Kenneth Wong.

I'll pass this info on to Norton.

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

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