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Posted: 27-Feb-2023 | 12:12PM · 10 Replies · Permalink
Recently I had to reset my Huawei P50 pro to factory settings. I had backed up my programmes with Hisuite and online to Huawei cloud. I let my apps and content reinstall. When trying to open Norton, I get a continous error: Server error while fetching product details. Please tap on try again. I can't start the app at all. Screenshot attached.
Posted: 27-Feb-2023 | 5:55PM · Edited: 27-Feb-2023 | 5:56PM · Permalink
Remove Norton completely from your system. Then do a reinstall of the product from your Norton account.
Posted: 28-Feb-2023 | 5:17AM · Permalink
Sorry that I misread this post originally but the idea is to uninstall Norton 360 from your Android phone first and then go back to your Norton account and send the phone a new link to install from the Google Play Store.
You need to remove any remnants of Norton and any other security software for that matter since it might cause problems as you seem to be experiencing now.
Posted: 28-Feb-2023 | 6:46AM · Edited: 28-Feb-2023 | 6:48AM · Permalink
The problem is, with Huawei P50 pro there are no Google services. I downloaded the latest version from apkmirror and get the same error messages always. However, using apkmirror I went back to the December update. It installed OK but also gave an error message. I was able to dismiss the error and was able to signin to Norton at the signin screen. Lo and behold, it started up and all is working normally now. Maybe the developers need to bring back the signin screen on their updated versions of the Android app. My problem is solved. Thank you for your input and I hope others can benefit from my solution.
Posted: 28-Feb-2023 | 9:40AM · Permalink
Norton designs their app to be officially distributed only through the Google Play Store app. If you are using any other source for your Norton, there is no guarantee that it will work correctly. And what might be worse is that the apk file you get may have been tampered with.
Posted: 13-Mar-2023 | 9:52AM · Permalink
Hello,
I have the same problem !
My phone worked well with Google Play Store but since the update of my Huawei P8 with Android 8 I can no longer set up the Google app. I installed the Norton 360 application via Apkpure. The installation is ok but it is written "server error when recovering the product details" see the attached photo.
Do you have an idea to solve the problem?
Thanks for your help.
Posted: 13-Mar-2023 | 12:05PM · Permalink
Hervé31:Hello,
I have the same problem !
My phone worked well with Google Play Store but since the update of my Huawei P8 with Android 8 I can no longer set up the Google app. I installed the Norton 360 application via Apkpure. The installation is ok but it is written "server error when recovering the product details" see the attached photo.
Do you have an idea to solve the problem?
Thanks for your help.
As you have installed Norton from a non official source, all bets are off on the app working correctly, and you will not be able to get any official Norton Support.
Posted: 13-Mar-2023 | 12:24PM · Permalink
See my solution above. Norton do not have other users in mind, only those that have access to Google services. Typical. Go to apkmirror, search for Norton and go back to early December update. Install this version and you have the opportunity to sign in and it will work again. Update the app as normal through apkmirror as Norton certainly don't wish to help you. So much for their experts when you get an answer as you did.
Posted: 13-Mar-2023 | 2:52PM · Edited: 13-Mar-2023 | 2:54PM · Permalink
Grand merci Einwod ! 
Toute ma gratitude car mon problème est résolu grâce à vous, j'ai fait la même manipulation et ignoré le message et ça a marché.
Je pensais que votre solution fonctionnerait pour votre P50 Pro.
Je ne comprends pas pourquoi on ne retrouve pas l'application sur Appgalerry de Huawei car c'est l'application officielle de Huawei.
Merci encore.
Posted: 13-Mar-2023 | 5:01PM · Permalink
You can blame the Huawei device issues not accessing Google Services on the government. Their dispute from a few years ago caused Google to withhold access to their services for Huawei devices.
So If Norton or any other app does not work because of no access to a Google Play Store app, that is not on Norton or the app developer.
Of course users are free to use alternative methods to get apps, but as I noted above, you are taking additional security risks in doing so. You do not have the protection from Google betting that apps are clean. And you have not way of knowing if someone has not added any PUPs or other unwanted 'features' to an app. And if you do run into problems, you would not be able to get any official support from the developer.
Good luck with your choice.
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Re: Unable to start Norton after resetting my device.
Posted: 28-Feb-2023 | 6:46AM · Edited: 28-Feb-2023 | 6:48AM · Permalink
The problem is, with Huawei P50 pro there are no Google services. I downloaded the latest version from apkmirror and get the same error messages always. However, using apkmirror I went back to the December update. It installed OK but also gave an error message. I was able to dismiss the error and was able to signin to Norton at the signin screen. Lo and behold, it started up and all is working normally now. Maybe the developers need to bring back the signin screen on their updated versions of the Android app. My problem is solved. Thank you for your input and I hope others can benefit from my solution.