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Kudos0

Withdrawal of Android support pre Version 8

Posted: 16-Nov-2021 | 8:49PM · 4 Replies ·

Longtime user of Norton, but I just purchased in-store 3 device-360 Deluxe. Box states Android 4.4 or higher. My phone is Ver 7. After uninstalling previous version, I found I could not install new version as Google Play said 'device incompatible'. After over an hour waiting and chatting with an 'expert', Norton's brilliant solution 'Buy a new phone'. No option to reinstall previous version, though from what I have been reading, it was no longer working anyway.

Even though my phone was previously a protected device, I received no notification that it would no longer be protected. If in fact the protection lapsed prior to the end of my previous subscription (which seems to be the case), Norton failed to fulfill their obligation. Regardless, selling their product stating that it is compatible with Android 4.4 or higher is definitely false representation of their product. I would not have purchased it if I knew otherwise. I always check compatibility. Though I understand that software must move forward, I feel that more communication with existing users is necessary to ensure they know when support is being withdrawn to give them opportunity to upgrade or research other options, rather than duping them into purchasing a product that will not work with their devices.  

File Attachment: 
PDF icon Scan of Norton 360 box recently purchased

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Kudos1 Stats

Re: Withdrawal of Android support pre Version 8

Posted: 17-Nov-2021 | 1:10PM · Permalink

Instructions to post screenshots can be found here
https://community.norton.com/forums/how-post-image-forums-0

Your image

No device or OS is going to be supported forever. From your image it shows that Norton can modify or remove any feature or service.

Also from the date showing at the bottom left of the box, it was boxed in Dec of 2019. So this is an old stock item that you purchased from a retailer. Not directly from Norton.

Here is the announcement of the change in OS coverage.  https://community.norton.com/en/forums/end-support-announcement-norton-3...

If you purchased this product within the last 60 days, you can contact Norton Support to request a refund.   www.norton.com/contactcs

Kudos0

Re: Withdrawal of Android support pre Version 8

Posted: 18-Nov-2021 | 3:46PM · Permalink

Yes, I understand they can't support previous OS forever. But I was an existing customer with this device as one that was on the license .  I received no notification that support was being withdrawn, although I received many notifications that my license would soon be expiring and that I needed to renew... no reference that Android 7 would no longer be supported.  They should have included that information. 

Kudos0

Re: Withdrawal of Android support pre Version 8

Posted: 19-Nov-2021 | 10:41AM · Permalink

I understand what you are saying. I too went through this kind of change with no personal update when my older phone when Android 4 and 5 were no longer supported. The problem comes from Norton having no way to know what Android version you are using on your device, and therefor having no way to know who to notify. 

Maybe you can come up with some suggestion as to how you would like to see this handled, and post it in the Product Suggestions board https://community.norton.com/forums/product-suggestions

Kudos0

Re: Withdrawal of Android support pre Version 8

Posted: 10-Dec-2021 | 7:04AM · Permalink

Comment Promoted To: 
I tried to access a new app where I'd created a password on PM on desktop and it didn't synch with my Android 7

I've also discovered this issue - and the solution to replace my phone isn't an option: I'm perfectly happy with my phone.  The big issue for me is that I use password manager on a lot of apps - so I'm not 100% sure that this will synch with the 'cloud' version.... Recently I tried to access a new app where I'd created a password on PM on desktop and it didn't synch with my Android 7 phone... not really happy about that... kind of defeats the purpose of having a password manager app which won't work on phone.

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