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Issue abstract:
Detailed description: Despite having Norton 360 on my Samsung A52 phone I picked up a virus. I am flooded with advertisements, making the phone unusable. Norton scanned my phone with Smart Scan, but it could not find anything. How do I switch to full scan?
Product & version number: Samsung A52
OS details:
What is the error message you are seeing?
If you have any supporting screenshots, please add them:
Hello @Imre_Kovesdi
Did you recently install any app/s?
Maybe, ads are coming from your browser?
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AI Mode
On Norton 360 for Android, the Smart Scan is the default, comprehensive mobile security check, while a “full scan” is achieved by enabling optional settings within the app. Unlike the desktop version which has distinct “Quick” and “Full” scans, the Android app combines these elements.
Smart Scan
Scope: The Smart Scan (the default scan initiated by the “Run Smart Scan” button) primarily focuses on key areas where malware is most likely to hide, including currently installed apps and core system files.
Speed: It is designed to run relatively quickly to provide a fast assessment of potential threats.
Integrated Protection: It works in conjunction with other Norton 360 features, such as real-time protection, which automatically scans new apps as they are installed from Google Play.
Focus: The goal is a quick, efficient, and frequent check for immediate security and network issues.
“Full Scan” (via Configuration)
Scope: The Android app does not have a separate, dedicated “Full Scan” button like the desktop version. Instead, a more comprehensive scan is enabled by manually turning on specific options in the app’s settings.
Customization: You can configure the scan to look at every single file on your device, including:
System Apps: Scanning pre-installed system applications.
SD Card: Including any external storage media in the scan.
Duration: Enabling these options means the scan will take significantly longer, similar to a full scan on a computer, as it checks more data.
Frequency: Because of the longer duration, this is something you might run occasionally, while relying on the automatic and Smart Scans for daily protection.
In essence, the Smart Scan is your regular, quick security check, while the “full scan” in the Android environment involves enabling deeper-level checks through the app’s settings for a more thorough, albeit time-consuming, examination of your device’s entire storage. You can manage these preferences in the Account > Settings > Security menu in the Norton 360 app.
AI Mode
Norton 360 for Android does not have a “full scan” option like the desktop version; it primarily uses an automated Smart Scan and real-time protection. Since the issue persists, you need to troubleshoot the problem manually and use the device’s built-in tools.
Troubleshooting and Removing Adware
If the ads are overwhelming and Norton can’t find the cause, the issue is likely persistent adware that Norton’s standard mobile scan considers a Potentially Unwanted Program (PUP) rather than outright malware.
Step 1: Run a More Thorough Scan via Settings
While there isn’t a “full scan” button, you can ensure Norton is set to scan everything possible.
Open the Norton 360 app.
Tap Account, then Settings.
Tap Security.
In the Scans section, ensure the sliders next to Scan System Apps and Scan SD Card (if applicable) are turned on.
Return to the main screen and tap Run Smart Scan again. This will now include system apps and SD card files in the scan.
Step 2: Boot into Safe Mode to Isolate the Issue
Running your phone in Safe Mode temporarily disables all third-party apps, which is a key step in identifying adware. If the ads stop in Safe Mode, you know a recently installed app is the culprit.
Press and hold the Power button on your Samsung A52 until the power options appear on the screen.
Tap and hold the Power off option.
The Safe mode prompt will appear. Tap it to restart your phone in Safe Mode.
Once the phone restarts, look for the “Safe mode” indicator at the bottom of the screen.
Check if the advertisements have stopped.
Step 3: Identify and Uninstall the Malicious App
If the ads stop in Safe Mode, a downloaded app is responsible.
In Safe Mode, go to Settings > Apps.
Review your list of installed apps. Look for anything unfamiliar, installed around the time the ads started, or an app you didn’t knowingly download.
Tap on the suspicious app.
Tap Uninstall. If the uninstall button is grayed out, the app might have malicious Device Administrator privileges (see Step 4).
After uninstalling the suspected app(s), restart your phone normally to exit Safe Mode.
Step 4: Disable Device Administrator Privileges (If Necessary)
If you cannot uninstall the app, it has likely granted itself device admin access.
Go to Settings > Biometrics and security (or just Security).
Tap on Other security settings > Device admin apps.
Uncheck the box next to any suspicious apps.
Tap Deactivate to remove its privileges.
Now return to the Apps menu (Step 3) and uninstall the malicious app.
Step 5: Clear Browser Data and Settings
Adware can sometimes modify your browser settings or leave malicious files in the cache.
Go to Settings > Apps.
Select your primary browser app (e.g., Google Chrome).
Tap Storage > Clear cache.
Tap Manage storage or Clear data to permanently clear all browsing data and cookies, which should remove any lingering traces of the adware.
If these steps fail to resolve the issue, a full factory reset might be the only guaranteed way to remove a deeply embedded infection.
AI Mode
Advertisements may be caused by an unwanted application (adware) that you unintentionally installed.
Here are the steps to identify and remove the malicious application:
Step 1: Boot into Safe Mode to Isolate the Issue
Running your phone in Safe Mode temporarily disables all third-party apps. If the ads stop in Safe Mode, you confirm that a recently installed app is the culprit.
Press and hold the Power button on your Samsung A52 until the power options appear on the screen.
Tap and hold the Power off option.
The Safe mode prompt will appear. Tap it to restart your phone in Safe Mode.
Once the phone restarts, look for the “Safe mode” indicator at the bottom of the screen.
Check if the advertisements have stopped.
Step 2: Identify and Uninstall the Malicious App
If the ads stop in Safe Mode, a downloaded app is responsible.
In Safe Mode, go to Settings > Apps.
Review your list of installed apps. Look for anything unfamiliar, installed around the time the ads started, or an app with a generic name (e.g., “Flashlight,” “Weather App”) or a blank icon.
Tap on the suspicious app.
Tap Uninstall.
If the uninstall button is grayed out, the app might have malicious Device Administrator privileges (proceed to Step 3).
Step 3: Disable Device Administrator Privileges (If Necessary)
If you cannot uninstall the app in Step 2, it has likely granted itself device admin access.
Go to Settings > Biometrics and security (or just Security).
Tap on Other security settings > Device admin apps.
Uncheck the box next to any suspicious apps.
Tap Deactivate to remove its privileges.
Now return to the Apps menu (Step 2) and uninstall the malicious app.
Step 4: Restart Your Phone Normally
After successfully uninstalling the app(s), restart your phone normally to exit Safe Mode.
Press and hold the Power button.
Tap Restart.
Step 5: Clear Browser Data and Settings
Adware can sometimes modify your browser settings or leave malicious files in the cache.
Go to Settings > Apps.
Select your primary browser app (e.g., Google Chrome).
Tap Storage > Clear cache.
Tap Manage storage or Clear data to permanently clear all browsing data and cookies, which should remove any lingering traces of the adware.
AI Mode may make mistakes
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Clearing the app cache is like clearing out a junk drawer of temporary, easily replaceable items. It’s a low-risk troubleshooting step for minor slowdowns or glitches.
Clearing the app data is like uninstalling and reinstalling the app (without needing to redownload the installer file). It wipes the slate clean, removing all your personal interaction with the app.
