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Kudos0

Web Protection causing problem with 3rd Party App

Greetings,

I'm using Mobile Security version 4.4.1.4311.on Galaxy S6 Edge 17.1 Gb free Storage and 0.9 Gb free Memory

I also use GPS app Maps.Me for android which crashes and hangs consistently after about 5 minutes into a route. This did not start happening until recently.

By a process of elimination, I've found that disabling "Web Protection" does not cause Maps.Me app to crash.

The developer is looking into it and I was wondering if any clues could be found here.

AndyW

Replies

Kudos0

Re: Web Protection causing problem with 3rd Party App

Is this the app you are referring to?   https://play.google.com/store/apps/details?id=com.mapswithme.maps.pro   There were other apps with similar names. Did that app get an update recently? That link shows it updated on Jan 30, 2019. Please let us know what you hear back from the developer. Maybe it is somehow related to the in app ads noted for that app.

Looking at that app's info, there is no internet connection required, so it is puzzling how a web protection feature would affect it. What message do you see when the app crashes? 

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

Re: Web Protection causing problem with 3rd Party App

Yes that's the one, but the problem was there in the previous version, so the update isn't the cause (I wouldn't think anyway).

The freeze/hand occurs whether there is an internet connection or not, and when it does freeze, most of the times I have to reboot the phone. On occasions I can get back to the Homepage and then close the app, but even then there appears to be a lot of CPU activity and the battery drains quite quickly so I have to reboot the phone anyway.

For that reason I don't see an error message from the app BUT once or twice I've seen a message saying that Norton Mobile has stopped which is what started me checking the different modules within Norton and singling Web Protection.

I have a strong suspicion that it's to do with the Galaxy S6 as I've only recently started using this phone. I still have my old Sony Xperia with Maps.Me loaded and, although it is slow and jumpy, the app runs without freezing. However the Norton Mobile on that phone was last updated around the beginning of December 2018 if that makes a difference.

Kudos0

Re: Web Protection causing problem with 3rd Party App

I have a strong suspicion that it's to do with the Galaxy S6 as I've only recently started using this phone.

You may have something there. Samsung does make proprietary changes to the Android OS used on their devices that have been known to cause issues with some apps. Norton has not been immune to these incompatibilities. 

Try uninstalling Norton for a day to test the map app. 

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

Re: Web Protection causing problem with 3rd Party App

No need to uninstall Norton 'cos just I disabled the Web Protection module and the app has been working perfectly since I first posted this morning, both in the car, walking (no internet connection) and in the garden (Wi-Fi), but thanks for the suggestion.

The evidence seems to point to Norton and/or the incompatibilities Norton's not immune to. Surely if it was solely a Samsung problem I would have thought that someone else somewhere would have had the problem and questioned the developer or given a poor review about crashing.

But I agree with you, I can't see why web protection is causing trouble if there is no internet connection. It is indeed very odd.

Kudos0

Re: Web Protection causing problem with 3rd Party App

But I agree with you, I can't see why web protection is causing trouble if there is no internet connection. It is indeed very odd.

Which is why I suggested uninstalling Norton for one day to test. 

Do you use cell data while away from your wifi at home?

Surely if it was solely a Samsung problem I would have thought that someone else somewhere would have had the problem and questioned the developer or given a poor review about crashing.

But what you are seeing seems to be an interaction between Norton, your Map.me app, and a Samsung device. Only users with that exact combination would be seeing what you are. If the only app you are seeing difficulty with having the Web Protection enabled is the Map.me app, it would seem to be something in that app that is causing the issue. And it may or may not have anything to do with being on a Samsung device.

What Android version is on your device? If you recently got updated to Android 9, could that have coincided with when you started seeing problems with your app?

I have a Samsung Tab A on Android 8.1. I'll see if I can duplicate your issue.

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

Re: Web Protection causing problem with 3rd Party App

I'm using Android 7.0 I'll unload Norton tomorrow and see what happens. I don't use mobile data. You make some good points, obviously looking at the problem from a different perspective. Maybe I do have a unique setup as no-one else seems to have picked it up - I always knew I was special!!? Hopefully the developers can come up with something.
Kudos0

Re: Web Protection causing problem with 3rd Party App

Does the app crash if you just leave it running on the device while you are not moving?  That is all I can test just now, as we have just started a snow storm that is supposed to dump up to 15 inches of snow over the next 2 days. I won't be going anywhere.

I've also installed on an older HTC phone with Android 4.4.2 to test what happens.

Let me know how your test works out.

I always knew I was special!!? 

I often feel that way too. I seem to be able to choose the one defective product on a rack. Just my luck.

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

Re: Web Protection causing problem with 3rd Party App

Yes it does crash when the phone is static. That's how I first noticed the app freezing, I was actually in the house "playing" with my phone, as the wife calls it. I've attached a couple of screenshots that are interesting. One shows the CPU activity as the route is loaded, the other with high figures is after the freeze (I was lucky and managed to get back to the Home screen to get this one)
File Attachment: 
Kudos0

Re: Web Protection causing problem with 3rd Party App

Kudos0

Re: Web Protection causing problem with 3rd Party App

Almost 5 hours running on both my devices. So far the Maps.me app still running fine on both devices. I'll leave it overnight and see what happens.

Something you might try is to send logs to Norton. Keep the Web Protection feature on for this. Open the NMS app and tap the three bars at the top left. Tap on App Settings, and scroll down to the Logging section. Turn on Enable Debug Log. Then continue using your device until your issue happens again. After the issue has happened, go back to the Debug Log setting and turn it off, then tap on Send Error Report with log files. In your submission include your forum user name and a link to this thread. 

That way Norton can try looking at it from their end.

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

Re: Web Protection causing problem with 3rd Party App

Thanks BJM for the info re images. I already had them on my computer as a zip and I thought it easier to send them like that. Apologies.

Peterweb - After 5 hours I wouldn't have thought your devices are going to crash. Just out of curiosity (and not wanting to teach my granny to suck eggs [UK expression?]), after creating an A to B route did you press Start? The problem only arises after I press Start.

Good idea about sending a log.

AndyW

Kudos0

Re: Web Protection causing problem with 3rd Party App

I had left the app open on both my devices all night and neither had any issues. 

I had not created a route. I'll try that now and see what happens.

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

Re: Web Protection causing problem with 3rd Party App

Good Morning, I trust the snow isn't as bad as predicted?

I uninstalled NMS - the app seemed to work with no problems (I only tried though for a couple of hours).

I re-installed Norton ( all modules checked) - app freezes after around 5 minutes.

I de-selected Web Protection - app seems to be working with no problem

The app produces it's own logs and crash logs which they have asked for.

I think for the time being I shall just uncheck Web protection in NMS when I'm out and about, especially as I don't have mobile data when hiking / driving - not too many wi-fi units in the great outdoors either. I just need to remember to turn it back on when I'm home.

Thanks for your time and assistance on this, I'll let you know what happens with the app developer.

AndyW

Kudos0

Re: Web Protection causing problem with 3rd Party App

And an update from my end. I left the app running, with a route planned and enabled,  for 24 hours with Web Protection enabled in NMS and Wifi turned off. No problems occurred. Then I turned Wifi on, and as you noted after about 5 minutes the app crashed. I have just turned the Web Protection off, and I'll monitor and post back.

And the snow was as bad as predicted. And living in the country, we have about 200 feet of driveway to clear. Lots of fun...

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

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