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Issue abstract: Can’t Access Settings on Norton Installation – New Device
Detailed description: Access Norton 360 Settings, new install on another Windows 11 Pro system on which Norton 360 with Life Lock has been installed - subscription is for 5 devices, of which 3 are unused, fails. The issue: “Password incorrect” response.
Product & version number: Norton 360 with Life Lock; 26.2.10802 (build 26.2.10802.970)
OS details:Windows 11 Pro 64-bit,25H2
What is the error message you are seeing? “Password incorrect” This effectively prevents access to settings, which is needed to configure Norton behavior on the new install.
If you have any supporting screenshots, please add them:
Did anyone ever set the password in any of these devices to prevent making changes to settings=?
SA
Dear SA,
Hopefully, some clarification on my issue:
- A password (PW) was set on the initial install of Norton 360 on PC - Windows 11 Pro 64-bit. This version performs as expected, including accepting the original, and only, PW set. Access to Settings and login to Norton functions.
- Installation of Norton 360 on 2nd device - PC with Windows Pro 64-bit - completes with no issues. Online login to Norton Support site from this PC, using my username and PW, is done without issues. However, attempt to access Settings on this PC generates a prompt requesting a PW. Access fails with “Password incorrect” when the original PW is entered. Another issue: Using a strong PW - with > 10 mixed characters - almost always times out. Since I’m a computer systems architect - hardware and software experience of 50+ years - this seems like very poor design.
Thanks for your support.
SaltAngl34
On the second PC, when you try to access Norton 360 Settings, if you are not using a Windows Admin account, you will see a prompt from the Windows User Account Control for the Windows Admin account password.
Dear Peterweb,
On the 2nd Windows PC, I’m using an Admin account with all privileges. Frankly, this seems to be a routine action and has been for all other software except Norton 360. Very frustrating for me, given my extensive background/career as a system architect - hardware and software design.
SaltAngl34
So are you seeing the UAC prompt when you try to access Norton Settings?
Originally, Norton gave an option to allow all users to access Settings. Then they locked many settings so only a login with an Admin Windows account could access all settings. Currently Norton now allows access from all user accounts as long as you can provide Admin credentials.
As you are using an Admin user account, you might/should only see the allow yes/no prompt if anything.
If you could provide a screenshot of the password request, we can better diagnose what is going on.
@SaltAngl34 Could you please post a screenshot of the prompt you are seeing for review? Thanks in advance.
SA
Sorry for the delay. Holy Week activities dominated my schedule. Getting a screenshot of Norton 360 behavior when attempting to access Settings on 2nd Windows 11 Pro PC were surprising: no access to screen except to enter password was allowed. The only solution was taking a photo of the screen externally - with phone. Note also that only 50 seconds in which PW must be entered are allowed, which seems odd, at best and Draconian at worst. A photo of screen shot has been uploaded. Thanks for your patience and support.
SaltAngl34
@SaltAngl34 On the affected PC, sign OUT of your Norton account on that device and reboot it. That should sync the install with Norton backend services. Since you set a password for this on the 1st computer, sign out of your Norton account on that device as well, reboot both computers and recheck. Please let us know if things synch for you.
SA
Thanks, SoulAsylum. I shall give this a go and report on results. It’s puzzling that PW isn’t accepted on 2nd PC, given only one exists.
SaltAngl34
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