Can't sign in the app: Server error: We'are working to resolve an issue that prevents us from completing your request. Try again later. (-12)

[Roman_Brajnikov]

When I open "My Norton" (Norton 360 app) on a Mac OS (10.15.7 Catalina, Mac Mini 2014) and try to sign in by clicking the appropriate button, I get the error: "Server error. We're working to resolve an issue that prevents us from completing your request. Try again later. (-12)"

I have the Deluxe plan subscription which includes protection for 5 devices. I've logged in successfully on 2 devices only - Samsung laptop running Windows 7, and MacBook Air 2017 with Catalina 10.15.6

I tried to uninstall Norton product by using the RemoveNortonMacFiles tool (that is described in the following article https://support.norton.com/sp/en/us/home/current/solutions/kb20080427024142EN) and reinstalled it again but it didn't solve the problem. I still can't log in and I see the same server error.

[Roman_Brajnikov]

UPDATE3: I have finally figured out how to fix this issue!

First, I removed the Norton 360 app from the Applications folder and proceeded the removal process.
Second, I used the removal tool for mac from here: 

https://support.norton.com/sp/en/us/home/current/solutions/kb20080427024142EN

After that, I ran the searching command on my mac in the terminal app to find some remaining files & folders that contain "norton" or "symantec" in their file paths:

$ sudo find / -name *norton*

and

$ sudo find / -name *symantec*

Even after applying the removal tool mentioned above there were several dozens of such files & folders. So, at my own risk, I decided to remove all those files & folders and that did the trick!

I am not sure what files & folders are responsible for the issue I had but, I suppose, those are the ones that are responsible for WebKit cookies and cache. For example, files such as following (where "roman" is a mac user name): 

/Users/roman/Library/WebKit/com.symantec.mes/WebsiteData/LocalStorage/https_ru.norton.com_0.localstorage-wal
/Users/roman/Library/WebKit/com.symantec.mes/WebsiteData/LocalStorage/https_ru.norton.com_0.localstorage-shm
/Users/roman/Library/WebKit/com.symantec.mes/WebsiteData/LocalStorage/https_login.norton.com_0.localstorage-wal
/Users/roman/Library/WebKit/com.symantec.mes/WebsiteData/LocalStorage/https_login.norton.com_0.localstorage-shm
/Users/roman/Library/WebKit/com.symantec.mes/WebsiteData/LocalStorage/https_login.norton.com_0.localstorage
/Users/roman/Library/WebKit/com.symantec.mes/WebsiteData/LocalStorage/https_ru.norton.com_0.localstorage
/Users/roman/Library/WebKit/com.symantec.mes/WebsiteData/LocalStorage/https_support.norton.com_0.localstorage-shm
/Users/roman/Library/WebKit/com.symantec.mes/WebsiteData/LocalStorage/https_support.norton.com_0.localstorage
/Users/roman/Library/WebKit/com.symantec.mes/WebsiteData/LocalStorage/https_support.norton.com_0.localstorage-wal

and:

/System/Volumes/Data/Users/roman/Library/WebKit/com.symantec.mes/WebsiteData/LocalStorage/https_ru.norton.com_0.localstorage-wal
/System/Volumes/Data/Users/roman/Library/WebKit/com.symantec.mes/WebsiteData/LocalStorage/https_ru.norton.com_0.localstorage-shm
/System/Volumes/Data/Users/roman/Library/WebKit/com.symantec.mes/WebsiteData/LocalStorage/https_login.norton.com_0.localstorage-wal
/System/Volumes/Data/Users/roman/Library/WebKit/com.symantec.mes/WebsiteData/LocalStorage/https_login.norton.com_0.localstorage-shm
/System/Volumes/Data/Users/roman/Library/WebKit/com.symantec.mes/WebsiteData/LocalStorage/https_login.norton.com_0.localstorage
/System/Volumes/Data/Users/roman/Library/WebKit/com.symantec.mes/WebsiteData/LocalStorage/https_ru.norton.com_0.localstorage
/System/Volumes/Data/Users/roman/Library/WebKit/com.symantec.mes/WebsiteData/LocalStorage/https_support.norton.com_0.localstorage-shm
/System/Volumes/Data/Users/roman/Library/WebKit/com.symantec.mes/WebsiteData/LocalStorage/https_support.norton.com_0.localstorage
/System/Volumes/Data/Users/roman/Library/WebKit/com.symantec.mes/WebsiteData/LocalStorage/https_support.norton.com_0.localstorage-wal 

Also I found files such as:

/System/Volumes/Data/private/var/root/Library/Cookies/com.symantec.daemon.binarycookies_tmp_129_0.dat
/System/Volumes/Data/private/var/db/com.symantec

/System/Volumes/Data/Users/roman/Library/HTTPStorages/com.symantec.mes.binarycookies 

 So, I think, the developers of the removal tool should add those extra files & folders to the removal list.

DISCLAIMER & ATTENTION: 
I USED THE COMMAND sudo rm -rf AT MY OWN RISK! USING THIS COMMAND CARELESSLY CAN REMOVE OR DESTROY SOME OF YOUR DATA!

To remove a folder from the terminal app I used the command "sudo rm -rf path/to/the/folder" where you can substitute required folder path such as "/System/Volumes/Data/Users/roman/Library/WebKit/com.symantec.mes" instead of "path/to/the/folder".

Break down of the "sudo rm -rf path/to/the/folder" command: 

• sudo - run the following command as an administrator
• rm - remove
• -rf - recursively (for folders) and forced (not asking for confirmation)
• path/to/the/folder - a placeholder, use a real path here to remove

FINALLY

I reinstalled the Norton 360 application, and I was able to sign in and activate the app.

[Roman_Brajnikov]

UPDATE1: I found out that the app has a wrong Serial number - it uses the number of a previously expired subscription somehow (which was Premium). And total removal doesn't clean that issue up.

UPDATE2: Today I've updated my MacOS to Big Sur and now I have those issues from strickerone's post - the app's menu items are grayed out and I can't "Fix now" that "At risk" condition. Also when I try "Open My Norton" it automatically starts some installation window where it stuck spinning that "loading" animation.

[Roman_Brajnikov]

Done.

[Gayathri_R]

Hi,

I have sent you a private message requesting additional information. Could you please check your inbox when you get a chance? Thanks. 

-Gayathri

[strickerone]

Same issue and then some: 20+ years of Norton product subscriptions; 10 license Norton Security product; now using MacBook Pro MacOS Catalina 10.15.7

Unable to Log-in via application window (get form, 2FA msg to iPhone, I am not a robot, but never successful log-in) 

Can log-in via webpage/browser (so Account can be paid) 

Unable to resolve "At Risk" error 

Unable to Fix Now 

Scan spins endlessly with no result 

Live Update spins ewndlessly with no result 

I don't see anything in the Forums that is in the least helpful. Hiding behind Pandemic is BS, other software companies are doing business as close to usual as they can. 

I have filed Feedback with no response. 

A similar inability to resolve At Risk error occurred on my prior laptop, and request for support went unanswered. 

Please restore my faith in your product, Symantec / Norton / Lifelock. 

 

 

[Roman_Brajnikov]

Hi JJ,

Yes, I tried several options to sign in, including the classic UI - same error is shown.

Interesting moment is that I could sign in through the "Help" window within the app window, which, I suppose, is a webView (a kind of embedded browser), but still no luck with the app sign in. Looks like some Network setting is invalid.

[JJ1]

Hi Roman Brajnikov,

I'm not a Mac user but, have you tried signing in from the link in the upper right corner of the classic UI?

[shellcoder]

Then you should contact Norton support. They will be able to assist you in this issue

[Roman_Brajnikov]

Accepted Solution there says "remove all Norton related cookies". I removed all the cookies and cached data in Safari and Chrome (since it's my default browser) but it didn't work.I also changed the default browser to Safari and it didn't work either.

I can login on https://my.norton.com/ but can't login in the Norton 360 application on my Mac

[shellcoder]

Looks similar to this issue: https://community.norton.com/en/forums/unable-sign-norton-password-manager Try it and let us know if it works