I recently installed the free Mobile App but at no time was I asked to register my mobile (Galaxy SII) nor was I asked for a password to lock the phone at any time. Now the App says it cannot detect my SIM card, and has locked the phone so I have no access to it at all. When I go to the website it says no devices are registered. I have tried removing the battery and SIM card and replacing them but to no avail.
I would like to get my phone back: how do I unlock it when there was no password to lock it in the first place?? Seems like this is a huge bug somewhere and surely I can't be the first one to have this problem?
Thanks for your response. It is quite possible I installed the App and then didn't do anything with it, but mobilesecurity.norton.com was the site I went to, which didn't recognise me and which I hadn't visited before. I filled in my email address and asked to reset the password, which I did, and that's when I found out I had no devices registered. I also checked my gmail inbox, and there is nothing there about Norton.
It's interesting to know that the lock password is generated from the site, but how can the App lock me out of my phone if I never registered it? Clearly I need to delete the App from my phone, but hoc can I do that when it is locked?!
I recently installed the free Mobile App but at no time was I asked to register my mobile (Galaxy SII) nor was I asked for a password to lock the phone at any time. Now the App says it cannot detect my SIM card, and has locked the phone so I have no access to it at all. When I go to the website it says no devices are registered. I have tried removing the battery and SIM card and replacing them but to no avail.
I would like to get my phone back: how do I unlock it when there was no password to lock it in the first place?? Seems like this is a huge bug somewhere and surely I can't be the first one to have this problem?
I have been trying with the live chat but no-one seems to be able to help. This Norton Mobile App is DANGEROUS!! It has taken control of my phone without it ever having been registered, and i can do nothing with my phone. I suspect I will lose all the data on the phone which is disastrous for me. This wretched App also stopS me from backing up the phone.
DO NOT DOWNLOAD THIS APP TILL NORTON FIXES THIS HUGE BUG
I am sorry to hear that Chat was not able to help.
I will try checking with the team to see if they are aware that it is possible to set up the anti-theft lock without registering with the site. If I hear anything that might help, I will let you know.
I have been trying with the live chat but no-one seems to be able to help. This Norton Mobile App is DANGEROUS!! It has taken control of my phone without it ever having been registered, and i can do nothing with my phone. I suspect I will lose all the data on the phone which is disastrous for me. This wretched App also stopS me from backing up the phone.
DO NOT DOWNLOAD THIS APP TILL NORTON FIXES THIS HUGE BUG
An unfortunate state of affairs in the world today makes it difficult for the support staff to help you with a problem like this.
I am not making any accusations here, but if a thief stole your phone, then tried to come to the forums to try to find a way around the protection offered by Norton, would you really want support staff to give a work around?
Hopefully Andmike's query to Norton will find a way to get you what you need.
I absolutely understand your point, and this is after all the whole point of the anti-theft software in the first place, BUT how is it possible for the software to act without registering the phone??
This is clearly a serious problem with the software, and clearly if there IS a workaround, then surely Norton can convey this to their local subsidiary where I live so I can verify myself as the true owner of the phone. That would solve the problem wouldn't it?
IF that is, there is a workround: i suspect this may not have happened before, but inthe meantime Norton should withdraw this app.
This must be very upsetting for you but I'm sure that you appreciate the security issues here and Norton cannot unlock phones which have been locked because of a perceived threat.
When you set up the application weren't you asked for your phone number? At that point you were registering your phone and maybe you gave an incorrect E Mail address so that you are unable to receive the pass key. Maybe you can ask Norton chat if the E Mail address they have is the correct one and then they can send the key to you via that address.
I know that Norton does their upmost to help their customers and I'm sure they'll find a way to help you.
Keep trying,
Finally, please let us know how you are progressing and hopefully that the issue has been fully resolved.
Thank you for your concern, but the fact is I hadn't ever opened the application, so that I did not set it up and therefore did not register the phone. The help tab sent me to the correct website, but as I hadn't visited it before, I had no password. Now I have had Norton products before, so I figured I may have a password, but had not recorded it.
So to see if Norton or Symantec knew I existed, I gave them my email address and clicked "forgot pasword". They promptly gave me a knew one, so I did exist to them.
So I logged in to the website, and that's when I discovered there were no devices registered.
So my gripe has been that there must be a serious bug in an App that locks my phone when I haven't even registered the App!
I am told I now have to take the phone to Swmsung and they willhave to do a factory reset, and I will therefore lose all my data. I can live with that, after all I have to, but how do I get Symantec to do something about the App?
This is bad for Norton, because clearly they don't care. I for one, and everyone else I can possible tell, will NEVER use a Symantec product again unless someone shows an iota of interest in (a) acknowledging that, although this is an unusal occurrence, it HAS happened and (b) they fix the @#$%&&^% software!!
I think I understand how frustrating this must seem, but I do think you have to admit that several people here have shown "an iota of interest". However, I for one still do not understand what has happened here and am not aware of anything like it happening before, so I think there is little more I can do to help you. I have not heard back from the team, so I am not aware that they have encountered this before or that they have a fix either, other than the reset.
Be sure that if any of us become aware of a simpler fix, in the near future, we will post news of it here.
In the meantime may I strongly recommend that when anyone loads security software on their devices, that they carefully note what they do, and how it is set up and keep a record of any related passwords. Security software is normally intended to be "secure", and so paying close attention when installing it seems to make sense.
I hope someone comes up with a simple fix soon, but if not, good luck with your reset, and good luck with whatever software you use in future.
Firstly, thank you for replying to me and letting us know your present situation.
All of us on these boards are anxious to help you and many are very knowledgeable about suggesting ways to solve the problems.
Having to reset your mobile must be very painful and if there was another way I'm sure Norton would have suggested it to you. There are millions of users of Norton products and we are the people who post our issues and many of us try to help with suggestions. If this was a common occurrence, you can be sure that we and Norton would have heard about it, before now.
One final suggestion, when you again have a working phone, is to try to back up as much data as you can on an external source, as many unpleasant things can happen with digital equipment and especially mobile phones.
Please understand that none of the above minimizes the upset and problems which you have endured. I wish you much better experiences in the future.
This certainly was a most unusual bug, and if no-one at Norton / Symantec is able to reproduce it, I'll chalk it up as sheer bad luck. One thing that did occur to me was that at one stage I had a message telling me I had a damaged CD card, but I can't see how that is relevant.
Why the Norton software suddenly refused to see my SIM card is the mystery: why it locked the phone thereafter is logical. And why this all happened before I had a chance to register the device is also the mystery.
Sigh
So I did a factory reset, and restored what I could from my backups but I'm afraid I will NOT install any Norton App again!
It's great that your phone is now working, even though the solution was not the one you would have preferred.
It is a shame that you have been put off using Norton software. Many millions of users do so without experiencing anything like the issues which you faced. Perhaps you'll reconsider because there is no question that the programs and customer care by Symantec are far ahead of the competition, world wide.
I'm sure you understand that had your phone been stolen, you would not have wanted Norton chat to explain to the thief how to overcome the protection built into the system and therefore enable the acquisition of your private information.
I wish you every success, whichever security software you decide to use.
