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Kudos0

Unwanted passcode at mobile phone startup screen

I tested the lock feature of Norton Mobile Security and it works fine. But, now my startup screen on my mobile phone always asks for the Norton passcode. It wasn't doing this before. I don't want to have to put in a passcode at startup screen every time - just when I need to unlock it after commanding it to lock from my PC. How do I get rid of it? 

Replies

Kudos0

Re: Unwanted passcode at mobile phone startup screen

And the Norton Mobile Security passcode does unlock the phone each time?

What device are you using, and what Android version?

Try going to the Norton Account web page where you locked the the phone, and below that is an Unlock link.  Try clicking that and seeing if it resolves your issue.

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

Re: Unwanted passcode at mobile phone startup screen

There is no issue with remotely locking and then locally unlocking the phone with the provided passcode. That feature works great, and can be useful when you lose your phone. However, prior to ever using the remote lock feature I could use my phone every time without the need to enter a passcode. Now, after a single activation of the remote lock feature, I am required to enter the Norton passcode every single time I want to do something with my phone. Almost as if it is now in lock state permanently. I simply want to disable this need for a startup screen passcode every single time I use phone. I only want this feature to work when I remotely lock the phone.

I'm using a Motorola Turbo 2 with Android version 7.0

Kudos0

Re: Unwanted passcode at mobile phone startup screen

But did you try remotely unlocking the phone from the web site. This web site unlock feature is somewhat new, and I am wondering if you need to use this remote unlock to clear the need for the passcode.

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

Re: Unwanted passcode at mobile phone startup screen

When I lock phone remotely (from PC) the lock button gets grayed out.There is no unlock button. I agree, it seems like adding to the web site an unlock button that cancels the need to enter a startup screen passcode could possibly solve this issue.

Kudos0

Re: Unwanted passcode at mobile phone startup screen

Sorry. I have not looked at my account lately. The option I am referring to is Remove Screen Lock. Try that.

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

Re: Unwanted passcode at mobile phone startup screen

On the web page where I can lock my phone, as well as set other features such as lost mode, locate, scream, etc.. (Manage Anti-Theft Features section) there is no selection for removing screen lock. This is where I would expect it to be. Can you please provide the location where it can be found?

Kudos0

Re: Unwanted passcode at mobile phone startup screen

This is what I see in my Norton Account for one of my devices. Is yours different?


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

Re: Unwanted passcode at mobile phone startup screen

My display is not showing Remove Screen Lock. See attached pdf file showing screenshot.

Kudos0

Re: Unwanted passcode at mobile phone startup screen

That looks like the old web site. What is the URL you are using to access your Norton Account?  Is is   https://my.norton.com

Maybe it is some geographic location issue. In what country are you located?

Anyway. Back to your problem.

Have you restarted the device and tested to see if you still need the passcode every time you open it again?

If the restart did not solve it, once you unlock the device, try going into the Norton Mobile Security, NMS app settings. Tap on the 3 bars at the top left of the NMS screen and tap on Settings. Scroll down to the Anti Theft section and turn off the Device Administrator setting.  Now go to Android Settings - Apps. Scroll to the NMS app and clear the app cache and app Data. Restart the device and turn the Device Administrator setting back on. This will reset your NMS to a trial version. To get the full version back, open the NMS app, tap on the 3 bars at the top left, then tap Sign In. Enter your Norton Account information and you should have the full version again.

Then test to see if things work properly.

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

Re: Unwanted passcode at mobile phone startup screen

I usually enter the Norton site by clicking on Norton icon at bottom right of screen and in new window click on More Norton / Manage My Protection button. I also tried the link you provided (https://my.norton.com). In both cases, I do not see the Unlock feature. I am located in the U.S. and renewed my subscription two months ago.

I followed your instructions to clear the app cache and app Data on my phone. (Note: clearing cache and data were in the Storage menu option under NMS app)  I restarted device by power cycling. I was prompted for my Norton passcode. Next, I went to NMS apps, but there was no option to turn off the Device Administrator setting. After signing in I was able to see the Device Administrator setting. It was off.  I turned off and then on the phone display to test if problem resolved. Unfortunately, I am still being prompted for a passcode at startup screen. I was really hoping your procedure was finally going to fix problem. Any other suggestions are appreciated.

Kudos0

Re: Unwanted passcode at mobile phone startup screen

I'm running out of ideas. There seems to be something odd going on as you cannot seem to access the new web pages for your mobile device.

I would suggest contacting Norton Support  and seeing what they can find.   www.norton.com/contactcs

Please let us know if they are able to help. If not, I may be able to escalate the issue.

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

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