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Kudos0

Norton 360 service would not run on Oppo phone

Postado: 28-jun-2021 | 2:31AM · 15 Respostas · · Translation:

I have an Oppo AX5s phone with its own Assistive Ball as part of the built-in set of apps. I used Norton 360 version 5.11.0.5698 on this phone.

I realised a few months ago that Norton 360 service would not turn on if Assistive Ball was turned on at start-up of the phone. I got the error message in the screenshot attached to this post.

To resolve this, I have to turn off this Assistive Ball before I turn on Norton 360 service. After that, Assistive Ball can be turned on without disrupting Norton 360 service. This was still bearable, as I just have to go through these steps whenever I cycled the power.

However, recently, I discovered that this would not work. It was either Assistive Ball or Norton 360 service that could run. No matter what sequence of Assistive Ball or Norton 360 service turned on, I could only enable one or the other, but not both.

Then I tried to download another Assistive Touch app from Google Play and I found that this problem was exactly the same. Again, this was not the first time I used Assistive Touch on this phone because I had this configuration running when I first bought this phone and it was probably about a year ago that I discovered Oppo phone had its own Assistive Ball app. So about a year ago, Norton could run at the same time as Assistive Touch.

I am wondering if anyone else had a similar issue. If you have a solution, could you share this? Thanks in anticipation.

Anexo de arquivo: 
PDF icon Screenshot.pdf

Respostas

Kudos0

Re: Norton 360 service would not run on Oppo phone

Postado: 28-jun-2021 | 8:41AM · Link permanente

As you get the message in your image below when you have Assistive Ball running when you start the device, are you able to tap on OK to have 360 start working? 

What Android version is on your device?

It might help Norton to diagnose this issue if you can send logs. 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.

Kudos0

Re: Norton 360 service would not run on Oppo phone

Postado: 28-jun-2021 | 2:36PM · Edited: 29-jun-2021 | 7:00AM · Link permanente

Thanks for responding to my post. Let me answer each point in turn

Clicking on the OK button yielded no response. Only the Cancel button returned the screen to turn on Norton 360 Service, ie the screen hidden behind this dialogbox.

My Android version is 8.1.0.

Yes, I had already sent the log 2 days ago with the case number [Removed] in the email. The email subject was '[Error Report] NMS 5.11.0.5698 OPPO CPH1920 Android 27'. I presume Norton is already looking at this case, but I posted this issue here to see if there is anyone else who might have a solution already. If not, it is something Norton engineers might have to do to the underlying programmes rather than one of misconfiguration of my phone. But of course it helps if you can alert your contacts to look for them. Thanks.

Kudos0

Re: Norton 360 service would not run on Oppo phone

Postado: 29-jun-2021 | 5:32AM · Link permanente

When you tap on the Cancel, and the services screen comes up, are you able to turn on the 360 service?

Kudos0

Re: Norton 360 service would not run on Oppo phone

Postado: 29-jun-2021 | 5:47AM · Link permanente

No, tapping on the Cancel button and then trying to turn on the Norton 360 Service just brought me back to the error message shown in the screenshot. The only time I can turn on Norton 360 Service is when Assistive Ball is turned off.

Kudos0

Re: Norton 360 service would not run on Oppo phone

Postado: 09-jul-2021 | 7:16AM · Link permanente

@Leon Ng Koh Wee

I have heard from my contact and they point out that your device runs the ColorOS, which is a proprietary version of the Android OS. As such, there can be some unexpected issues with apps. 

What may be involved is a system feature,  "Draw over the apps", that may be affecting your issue. There is a discussion at Stackoverflow dot com that mentions how to disable this feature. You need to scroll down a bit to find that post.   https://stackoverflow.com/questions/52681145/because-an-app-is-obscuring...  Please let us know if this suggestion helps.

Norton has received you logs. But if it is an issue with a proprietary OS version, it might be difficult or impossible to fix.

Kudos0

Re: Norton 360 service would not run on Oppo phone

Postado: 09-jul-2021 | 8:43PM · Link permanente

@peterweb

Thanks for responding.

Yes, it is correct that the issue has to do with compatibility with the Assistive Ball which comes with ColorOS. And I have also tried to install another Assistive Touch but with the same outcome.

I have gone through the discussion at Stackoverflow.com as suggested. However, this version of ColorOS did not have the 'Draw Over Other Apps' function described here.

Instead, under the App Management function, there is a setting for a 'Display over other apps' setting, which is already set for Norton 360. Assistive Ball did not have a similar setting. I am presuming these are the equivalent of the 'Draw Over Other Apps' function referred in the discussion at Stackoverflow.com.

So I am still puzzled how to resolve this.

Kudos0

Re: Norton 360 service would not run on Oppo phone

Postado: 10-jul-2021 | 8:55AM · Link permanente

As this appears to be specific to the ColorOS, maybe try contacting the manufacturer's support to see what they can offer.

As I noted, Norton did receive your logs and are investigating. I'll let you know if I hear anything.

Kudos0

Re: Norton 360 service would not run on Oppo phone

Postado: 13-jul-2021 | 9:18AM · Link permanente

Some additional information that might help with the Display over other apps feature.

go to options/settings in "Display over other apps" and enable "Show System apps/services" or something similar, and this should show  "Assistive Ball" as an option/service to toggle. This is how it works in most devices.

It is difficult to help when I do not have the specific device that has a proprietary OS.

Kudos0

Re: Norton 360 service would not run on Oppo phone

Postado: 15-jul-2021 | 2:52AM · Link permanente

I am appreciative of the advice given, given that you don't have the specific device for you to diagnose the issue.

First, on what I see in my phone setting. For the Oppo phone, there is no option in Setting for "Display over other apps" or similar option per se. Instead under the App Management function, I can see a list of system apps and apps that I installed. When I open up each of these, some of these have the 'Display over other apps' setting while others don't have this option.

For Norton 360, this option is available and has already been enabled. See below:

However, for the Assistive Ball, there is no such setting. See below. Hence, there is nothing I can do other than to disable Assistive Ball completely.

Hence I am at loss as to how to deal with this.

Kudos0

Re: Norton 360 service would not run on Oppo phone

Postado: 15-jul-2021 | 6:26AM · Link permanente

Have you tried Oppo Support?    https://support.oppo.com/en/

Maybe they can offer some insight into this "Display over other apps" for the Assistive ball. 

Kudos0

Re: Norton 360 service would not run on Oppo phone

Postado: 15-jul-2021 | 11:05PM · Link permanente

Yes, this is also what Norton's support suggested I do, despite my reservation that each would be pushing the responsibility for resolving this to the other party.

I have sought Oppo's support on this and they couldn't resolve it too. The Oppo helpdesk agent said that he would raise it with their development team and also that I should bring my phone to their support centre. Not sure the latter action is useful as all their support centre would do is to factory reset my phone--hence I have not pursue this line of action yet. Anyway, factory resetting is something I can do myself, but this will end up with my wasting a few hours to reinstall and configure the apps I have.

Kudos0

Re: Norton 360 service would not run on Oppo phone

Postado: 10-ago-2021 | 12:10PM · Link permanente

Just checking in to see if you night have seen any change in behaviour. Have you checked to see if there are any manufacturer updates for your device? Sometimes odd behaviour like you are seeing can be corrected with the next OS update.

Kudos0

Re: Norton 360 service would not run on Oppo phone

Postado: 10-ago-2021 | 7:49PM · Link permanente

No, I did not as I don't have any confidence in their resolution of this issue. As indicated before, they will just ask me to do a factory reset. This was what they did to me about a year back when I found another application that could not run well on the phone.

Having said this, there has been a new development. I decided to stop using Assistive Ball for a while to see what happened. As a result of this, I discovered that I have reported this issue wrongly because the use of Assistive Ball masked another real issue with Norton.

Without using Assistive Ball, one would have guessed Norton 360 service would run without any issue? Not quite. It turns out that Norton 360 service would turn off everytime I close the Norton 360 app.This is despite ensuring that the power management of the phone allowing Norton to run in the background and also allowing Norton to display on top of other app.

I have to keep this app running all the time, even after every re-starting of my phone. And further, with the Norton 360 app running, I could run Assistive Ball along with Norton 360 service, provided I kept  Norton 360 app opened.

Norton has confirmed this was not an expected behaviour and as a result, I have already filed another issue. Norton also took away a log for examination. Am just waiting for a resolution.

Kudos0

Re: Norton 360 service would not run on Oppo phone

Postado: 11-ago-2021 | 7:08AM · Link permanente

No, I did not as I don't have any confidence in their resolution of this issue.

It is still worth checking in Android Settings to see if there is a software update for your device. An update sent out to fix other issues could resolve your current issue. Or your report may have triggered a fix for what you are seeing.

It turns out that Norton 360 service would turn off everytime I close the Norton 360 app.This is despite ensuring that the power management of the phone allowing Norton to run in the background and also allowing Norton to display on top of other app.

One other thing to check. Look in Android Settings for any Battery Optimisation settings. Be sure you have turned OFF an optimisation for your 360 product.

Kudos0

Re: Norton 360 service would not run on Oppo phone

Postado: 11-ago-2021 | 6:33PM · Link permanente

Yes, I normally keep my phone updated. So am awaiting whatever updates, whether, it is the OS or the Norton 360 app, to resolve the issues. Am confident this will get resolved because I cannot remember this being a problem when I first installed Norton 360.

On Battery Optimisation, this is already set correctly. When I was chatting with the Norton helpdesk agent on this update to the issue, he used a Rescue+ session to check all the settings to see that none of these were affecting the behaviour of Norton 360. And I think he is satisfied that all settings were right.

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