• All Community
    • All Community
    • Forums
    • Ideas
    • Blogs
Advanced

Not what you are looking for? Ask the experts!

Kudos0

Unable to install but used to

My daughters android tablet reset itself and now I have to re-install all the apps.  When I tried to install Norton Family, it said it was incompatible yet I've previously installed and used it on this machine?   What could be causing this?

Replies

Kudos0

Re: Unable to install but used to

Hi rocketman7,

Can you please let me know

1. What version of Android is running on the tablet.

2. What kind of phone it is.

3. I assume you are trying to download the latest version of Norton Family for Android from Google Play Store at https://play.google.com/store/apps/details?id=com.symantec.familysafety

4. if it is possible that you send a screen shot of the message that saying it is incompatible.

Thanks

Katie

Thanks Katie
Kudos0

Re: Unable to install but used to

Katie,

Sorry for the long delay in replying - the holidays kept us pretty busy.  To answer your questions:

1.  The Android version is 4.2.2

2.  The model is ematic EGQ307

3.  Yes, it actually doesn't even show up in the play store when going that route.

4.  See attached.

Note:  As I mentioned before, we used to have this app installed on her tablet.  When the tablet crashed, I did a system reset and was reinstalling all of the previous apps when I ran into this problem. 

Thanks,

rocketman7

Kudos0

Re: Unable to install but used to

Hi rocketman7,

I'll report this to the team for further investigation.  Can you also please send your Norton Family account email address to me by Private Message via the Forum by clicking Inbox at upper right hand corner?

Thanks,

Katie

Thanks Katie
Kudos0

Re: Unable to install but used to

Katie,

Will do - thanks!

rocketman7

Kudos0

Re: Unable to install but used to

Got it.

Thanks

Katie

Thanks Katie
Kudos0

Re: Unable to install but used to

rocketman7,

NF Android supports Android version 4.2.2. It seems ematic EGQ307 does not has GPS, so it is not being displayed. We have corrected this and will include the fix in the next release.

We will announce the next update for Norton Family for Android in the forum.  Once you get the next version, please let us know if it works for you.

Thanks

Katie

Thanks Katie
Kudos0

Re: Unable to install but used to

Awesome - thanks Katie!  I'll let you guys know,

rocketman7

Kudos0

Re: Unable to install but used to

Thanks rocketman7.

Katie

Thanks Katie
Kudos1 Stats

Re: Unable to install but used to

We have released Norton Family for Android 3.1.1.31 today.  It is available in the Play store now.  We have addressed the issue in the update.

https://community.norton.com/en/forums/norton-family-android-31131-has-b...

Thanks

Katie

Thanks Katie
Accepted Solution
Kudos0

Re: Unable to install but used to

Katie,

I searched Google Play and the new version of the app showed up.  I successfully installed the app on my daughters tablet.  Thanks so much to you and your team - you guys did an awesome job!

rocketman7

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