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Kudos0

Unable to install Norton Family on my son's Galaxy S7 -- certificate can't be validated

Hi I'm not able to add my son's Galaxy S7 to our Norton Family Premier account.  I installed the app to his phone, but when I go to sign in I get a pop up that says "Unable to sign in -- Certificate can't be validated on your device. Please make sure your device date is correct."  The date and time on the phone are correct. I've tried turning off the automatic network date and time but doesn't fix the problem.  Any suggestions?

Replies

Kudos0

Re: Unable to install Norton Family on my son's Galaxy S7 -- certificate can't be validated

Hi edwardsg00,

1.Can you please send me your Norton Family account email address by private message via the forum by clicking Inbox at upper right hand corner?

2. A screen shot where shows the error on Android phone.

Instructions to post screenshots can be found here

https://community.norton.com/forums/how-post-image-forums-0

Thanks

Katie

Thanks Katie
Kudos0

Re: Unable to install Norton Family on my son's Galaxy S7 -- certificate can't be validated

Here is the screenshot from my son's phone.  I will send you my email address associated with the account.  Thanks!

Kudos0

Re: Unable to install Norton Family on my son's Galaxy S7 -- certificate can't be validated

Great.  I've received your private message.  We will check into this.

Thanks

Katie

Thanks Katie
Kudos0

Re: Unable to install Norton Family on my son's Galaxy S7 -- certificate can't be validated

I've got the same problem with my daugther's bq phone, in german language.

Friedrich 

Kudos0

Re: Unable to install Norton Family on my son's Galaxy S7 -- certificate can't be validated

Hi Fo,

Can you also please send me your Norton Family account email address by private message via the forum by clicking Inbox at upper right hand corner?

Thanks

Katie

Thanks Katie
Kudos0

Re: Unable to install Norton Family on my son's Galaxy S7 -- certificate can't be validated

Hi, Same problem here on Galaxy Note 4. Private message with account mail was sent... Thanks in advance.
Kudos0

Re: Unable to install Norton Family on my son's Galaxy S7 -- certificate can't be validated

Hi E.N.

Thanks for the private message.  Our team is currently checking into the issue.  I'll keep you posted.

Thanks

Katie

Thanks Katie
Accepted Solution
Kudos0

Re: Unable to install Norton Family on my son's Galaxy S7 -- certificate can't be validated

Our engineering team has investigated this issue and found that the Android System Webview is causing this.

Can you please upgrade Android System Webview in your devices to see if this helps.  Please let us know the results.

Steps to Update Webview

  1. Launch Playstore
  2. Search for Android System Webview
  3. Open Android System Webview and click on “Update”

Thanks

Katie

Thanks Katie
Kudos0

Re: Unable to install Norton Family on my son's Galaxy S7 -- certificate can't be validated

Hi Katie,

this solved my problems. I was able to install norton family now.

Thank you

Friedrich

Kudos0

Re: Unable to install Norton Family on my son's Galaxy S7 -- certificate can't be validated

Great!  Thanks Friedrich for the update.

Thanks

Katie

Thanks Katie
Kudos0

Re: Unable to install Norton Family on my son's Galaxy S7 -- certificate can't be validated

Hi Katie,

I just purchased this to use on my son's phone. The Android System Webview is disabled in the google player store and I'm unable to update it. Are there any other workarounds?

Kudos0

Re: Unable to install Norton Family on my son's Galaxy S7 -- certificate can't be validated

Hi mercan01,

Webview app has been disabled as it has been bundled with Chrome.

If you google something like "Android System Webview is disabled",  you will find lots of results on this. Please check and you should find a way to enable it.

Thanks

Katie

Thanks Katie
Kudos0

Re: Unable to install Norton Family on my son's Galaxy S7 -- certificate can't be validated

Thank you. Worked on my sons J3 Duos (german OS) as well.

Kudos0

Re: Unable to install Norton Family on my son's Galaxy S7 -- certificate can't be validated

Hi neven,

Great.  Thanks for the update.

Thanks

Katie

Thanks Katie
Kudos0

Re: Unable to install Norton Family on my son's Galaxy S7 -- certificate can't be validated

I am currently having this same problem with my daughters LG Aristo phone. It's frustrating me.
Kudos0

Re: Unable to install Norton Family on my son's Galaxy S7 -- certificate can't be validated

Hi Betzaida,

Have you got a chance to upgrade Android System Webview by following the steps in the thread?

Thanks

Katie

Thanks Katie
Kudos0

Re: Unable to install Norton Family on my son's Galaxy S7 -- certificate can't be validated

1st off, a Symantec Employee asking customers to do a Google search on how to make a Symantec software work is so .... I did a Google search and I found that Android System Webview has been made redundant in Android versions 7 and up. Which means it's the default state for all Android 7 and up phones which is pretty much all high end and new phones. Which leads me to believe that Symantec should be updating their software instead of sending paying customers on to Google to research and tinker with their phones. I'm surprised I'm the only one not satisfied with your solution, which is to Google for a solution. Maybe I'm just more cranky...

Now that that's out of my system, it seems this doesn't work anymore. Kindly refer to my screenshots. I have enabled and updated Android System Webview. I have also restarted my phone, even cleared cache files for Norton Family. Nothing works. I hope I can find a solution here. I can't be sure when this problem started up because I didn't really need your software earlier. I had subscribed and was running your software as research for some family members and friends who were looking for a solution like Norton Family. Just got my eldest her 1st phone yesterday and now it doesn't even run, lol! Btw, I'm running Android 7.0 and she's on 7.1.1. Thanks and don't mind the friendly criticism, cos that's all it was.

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