Device off line when it is online

Archive
1

Hello, I just installed NMS in my phone and Anti-Theft in two laptops, when I go to the anti-theft page it shows the laptops online but the phone off line. Why is that ? The phone is on all the time, I already restarted it and still shows it off line, it has normal access to internet via wi-fi and my wireless carrier, I was not able to take a pic because it says phone is off line. Now, when I go to the NMS access page it also shows the phone off line but I was able to take a pic

 

Would you please help me? Thanks !

2

Hello thanks for answering, and no, I only installed mobile security in the phone, it was totally updated, each time I try to locate it from the website, it shows the phone as off, and this error:

 

"We cannot locate your device. Your GPS may be turned off. You can try again later or you can send the SMS command "locate 2399" to your missing device. See all SMS commands. If the problem continues, please contact Customer Support."

 

 I tried to locate device sendind "locate" from another phone  it did not work either

 

The message back from the phone "locate" says:,

 

Remote locate is currently off

 

I sent a scream and it worked, I tried a picture and I could only see it after unstalling and reinstalling the program, 17 minutes after it was taken

 

 

This phone is a samsung galaxy note

 

please help, thank you again

3

Hi olmar

 

I had a similar issue with a SGS2 device and found that uninstalling Norton

Mobile Security (NMS) then reinstalling the app fixed the issue.

 

I was then able to login to the NMS websites Control Panel and locate my

device with the remote web based Locate feature.

 

And perhaps the uninstall and reinstall will also fix the SMS Locate issue.

 

It might be worth a try.

 

Keep us posted on how you go. :)

 

Cheers. :smileywink:

 

 

4

Thank you Smithy, one question, did you reinstall it from the norton site or from the google play site?

5

Hi olmar

 

All i did was uninstall NMS using the device settings then went to the Google Play

app and downloaded NMS Lite and signed in with my Norton Account details and

NMS picked up on the device name and previous registration.

 

This is all done without deleting the device from the NMS web Control Panel as

it is the same device being used to again install NMS and activate the Lite version.

 

Also there is a quick way of restarting the NMS app without a fresh install ( but a 

fresh install from Google Play is sometimes needed and good thing to do ) and that

is to Clear Data for the NMS app in the device settings, which is what i sometimes do

to run a different Norton Account with NMS on my test device.

 

Then just open the NMS app and go thru the sign in process with your Norton Account

details to register the NMS install. :)

 

I hope that info helps and keep us posted on how you go.

 

Cheers. :smileywink:

6

Hello, I just installed NMS in my phone and Anti-Theft in two laptops, when I go to the anti-theft page it shows the laptops online but the phone off line. Why is that ? The phone is on all the time, I already restarted it and still shows it off line, it has normal access to internet via wi-fi and my wireless carrier, I was not able to take a pic because it says phone is off line. Now, when I go to the NMS access page it also shows the phone off line but I was able to take a pic

 

Would you please help me? Thanks !