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Kudos0

"Your connection is not secure"?? Can't log into Norton acct

My previous version of Norton Mobile had expired & I kept getting the "Your connection is not secure" error when I tried to log into the app to update to the new code I have.  The rest of the error message states "Cannot verify the server certificate. To protect your information, we have terminated the connection."  Out of frustration, I even deleted the Norton app, then went to Google Play & installed the latest version (3.17.0.3200) -- still get the same result.  I do have a password encrypted connection to my wifi router -- do I need to do something else?  The phone is a "Moto E (2nd Generation) with 4G LTG" running Android v5.1.

I note that I have another, similar phone that doesn't show this problem (a Moto G, also running Android v5.1) -- I'm able to log into my Norton account thru the app just fine.

I suppose I could try try the "Norton WiFi Privacy Secure VPN" app, but I'm hoping to avoid fooling around with that.

Thank you.

Replies

Kudos0

Re: "Your connection is not secure"?? Can't log into Norton acct

Have you restarted your problem phone? Just like PC's, the mobile devices need a restart every once in a while.

Do you have any problems accessing the internet with the phone's browser?

Things happen. Export/Backup your Norton Password Manager data.
Kudos1 Stats

Re: "Your connection is not secure"?? Can't log into Norton acct

Thanks for the response -- yes, I've shut the phone down & restarted it multiple times and still cannot enable the "Premium" mode or log into my Norton account using the app. I've also gone to the Android Settings & cleared the Norton app data, then restarted the phone, then gone into the Norton app again (which then goes thru a fairly lengthy automated startup/initialization process). While doing this I also stumbled into the Android Settings / Accessibility & manually turned on the "Norton Security Service" option. Regardless, I still get the 'Your connection is not secure' error.

I am able to access the internet w/ the standard Chrome browser without a problem.

FYI, my issue seems similar to another unresolved issue I saw elsewhere in the forums:

https://community.norton.com/en/forums/cant-login-my-account-android-device

Kudos1 Stats

Re: "Your connection is not secure"?? Can't log into Norton acct

One suggestion from that other thread was to contact Norton Support. Maybe the other user did that and found a solution.

Please try Support via online chat, and let us know if they have a solution.   www.norton.com/chat

Things happen. Export/Backup your Norton Password Manager data.
Accepted Solution
Kudos2 Stats

Re: "Your connection is not secure"?? Can't log into Norton acct

As suggested, I used www.norton.com/chat & they resolved it pretty quickly!  First thing the agent did was to remove a couple of like-named phones that had expired subscriptions (I have 4 phones that all show up w/ the same name, and two of these were expired).  I don't believe this was the problem however, because at this point I was still unable to log in thru the Norton Security app.  Next he had me go to Google Play and search for the Android System Webview app -- it needed to be updated.  After doing this, I was able to log in thru the app & all is now well.  My belief of the cause of the problem is that the phone user (my daughter) may have 'swiped away' an update notification for the Webview app -- arghhh!  At least it's fixed now...

Kudos0

Re: "Your connection is not secure"?? Can't log into Norton acct

Thanks for letting us know. Did you still have to have Chrome disabled to connect?

I have asked my Norton contacts to look into this issue. Your added info will help diagnose the issue.

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

Re: "Your connection is not secure"?? Can't log into Norton acct

I just had the same issue, updated all my google apps and then it would allow the Norton app to run. :) 

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