Ce sujet a besoin d'une solution.
Remerciements0

The app security & internet security won't open

I have Norton 360 version 5.72.0.231013007 installed on my android phone I can run scan's and the security page shows there are some medium security risks on my phone (orange triangle with !) but when I click on the > on the right side of the page it won't open to give any details. I tried reinstalling but it did not help what am I doing wrong?
Thématiques: Android, App Security

Réponses

Remerciements0

Re: The app security & internet security won't open

What device and Android version are you using?

You do not have to tap directly on the >. You can tap anywhere on that line. Try tapping more to the left of the >.

When you reinstalled, did you restart the device between the uninstall and reinstall?

I have version 5.73 on my device, although I am on the beta channel, and I am not seeing what you report. Check to see if you can update to the newer version. 

Remerciements0

Re: The app security & internet security won't open

Samsung Galaxy S23, Android 13 When I click on the line it flashes but does not do anything else

I tried running update but it shows all my apps are upto date

Remerciements0

Re: The app security & internet security won't open

Have you tried restarting your device?

It is possible that the build version I have addressed your issue. But just in case, if you can send logs to Norton, it will help with any diagnosis of this issue you are seeing. Open the 360 app and tap the three bars at the top left. Tap on Settings > General, 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 settings and then tap on Send Error Report with log files. In your submission please include "forum 'your username' " in the Case ID section of the report. Also include a link to this thread. You can turn off logging when you have sent the logs.

If you do send logs, please let me know and I'll notify my contacts to look for them.

Remerciements0

Re: The app security & internet security won't open

I did submit the logs I captured along with a link to this thread
Remerciements0

Re: The app security & internet security won't open

Thanks. I'll pass this along and let you know if I hear anything.

In the mean time, keep an eye out for the new version.

Remerciements0

Re: The app security & internet security won't open

mwoodpatrick:
File Attachment: screen shot of problem page


 

Remerciements0

Re: The app security & internet security won't open

I just tried something on my tablet. Tap on the wrench and screwdriver icon and see what is reported there.

Remerciements0

Re: The app security & internet security won't open

When I did that it says "All good" but also says "You have no permissions to setup", seems confusing see attached image

Remerciements0

Re: The app security & internet security won't open

mwoodpatrick:
File Attachment:  Screenshot_20231104_084909_Norton 360.zip

Remerciements0

Re: The app security & internet security won't open

OK Thanks. That is what I saw also. I had just wondered if maybe you had some permissions not enabled.

Another thing to check is Android Settings > Accessibility  and check the Installed Services. Be sure the Norton 360 service is enabled.

Remerciements0

Re: The app security & internet security won't open

Many thanks for your suggestions. Checking the settings/accessibility shows the Norton 360 service is running
Remerciements0

Re: The app security & internet security won't open

Have you had 360 working correctly on this device before you started seeing this issue?

Looks like you may just have to wait for the next version to see if it fixes things. And your logs will need to be diagnosed. 

Remerciements0

Re: The app security & internet security won't open

I have not heard anything back from anyone at Norton on this 

peterweb did you hear anything back from your contacts?

Remerciements0

Re: The app security & internet security won't open

Users generally do not hear any feedback from log submissions unless more information is required. Anything you would here would be in the form of an employee posting in this thread.

I sometimes get feedback from my Norton contacts. But nothing on this issue, yet. 

These things almost always take longer than we would like. I reported it on a Saturday morning, and the teams working on this kind of thing would not be working on the weekend. So the team would not have gotten the information until sometime on Monday. Next step is to check this thread and look for your logs. Then they have to read through the logs and try to figure out what is going on. Once they find the cause they have to try and figure out how to fix things. Then the testing phase to ensure the fix does not break something else.

I know the wait for a fix can be frustrating. But it can also be very difficult to find the cause of some issues when it is not a general issue that everyone is seeing. Some thing that might be affecting your device is that Samsung uses a proprietary version of the Android OS. Sometimes these proprietary changes can make the device incompatible with an app. This has affected the Norton 360 app in the past. 

Remerciements0

Re: The app security & internet security won't open

Uninstalling and reinstalling version 5.74.0.231114006 appears to have fixed the issue (pure update was not sufficient)

Remerciements0

Re: The app security & internet security won't open

Good news. If you got version 5.74, it may have contained a fix triggered by your issue and logs.

Thanks for posting back.

This thread is closed from further comment. Please visit the forum to start a new thread.