Once I install a profile for norton hotspot on my iphone 4S using both 3G or Wifi, I no longer can connect to the internet (via 3G or Wifi, I tried both). Once I remove the VPN profile, My internet connection is restored. Therefore, I can't actually connect to the VPN network since I can't connect to the internet once installed. I've tried signing out, installing and removing profile, and deleting the app...and starting over (literally from 4am to 6am). It seemed to work okay yesterday and would connect to 3G but wouldn't connect to Wifi for VPN. But when i woke up at 4am, it no longer worked.
I am having same problem on iPhone and iPad, but only between Thursdays and Sundays. Removing the Hotspot Privacy profile restores the internet connection. Please send solution.
The problem has become permanent - as long as a Northon Hotspot Privacy profile is installed, I cannot connect to the internet. Affecting iPhone and iPad.
I talked to a level-1 tech tonight, he acknowledged that this is a known problem affecting IOS. He couldn't provide any estimated time for resolution. It has been like this for at least 4 days now, I think slightly longer.
When a days-long, customer security affecting outage occurs, doesn't Norton have an obligation to come on the forums and say "We're suffering an extended outage, we don't have a resolution but we will post twice-daily status updates here." This idea of just laying low and hoping that paying customers won't notice that their service has been down for a week... That is poor customer service for most companies, but for a security service, it is worse than just poor service, it's inappropriate.
I am fortunate that I am still within my refund window, sadly, others aren't. If this problem isn't resolved this weekend, I will have to bail out and look elsewhere,
Yeah. That is a bummer. The only good thing is that it still works on my normal laptop at home. If you have any recommendations for other VPN services please let me know, skyking
I talked to a level-1 tech tonight, he acknowledged that this is a known problem affecting IOS. He couldn't provide any estimated time for resolution. It has been like this for at least 4 days now, I think slightly longer.
When a days-long, customer security affecting outage occurs, doesn't Norton have an obligation to come on the forums and say "We're suffering an extended outage, we don't have a resolution but we will post twice-daily status updates here." This idea of just laying low and hoping that paying customers won't notice that their service has been down for a week... That is poor customer service for most companies, but for a security service, it is worse than just poor service, it's inappropriate.
I am fortunate that I am still within my refund window, sadly, others aren't. If this problem isn't resolved this weekend, I will have to bail out and look elsewhere,
If the tech told you it was an IOS version problem, this is not something that can be fixed overnight. It is not like it is a server issue that can be fixed on Norton's end. It would involve checking all the code in the IOS version to identify the problem, then create the new code to fix it, then test to make sure the fix works and does not break something else.
As you can imagine, this will take some time to do correctly.
The good news is that the problem has been identified, and a fix is in the works.
...this is not something that can be fixed overnight...
...The good news is that the problem has been identified, and a fix is in the works.
I agree completely with the spirit of your post, but I disagree completely with the specifics.
1. This *IS* a problem that *MUST* be fixed overnight. I have NEVER owned a security product, or a network product, that was offline for a week. Ever. Not at any price. Ever.
2. This is a paid, professional grade, security product, not a game product or entertainment product. The expectation that paying customers have when buying security software is that if the company becomes aware that their product doesn't work, and will thus expose their customers to risk, they will be immediately forthcoming. At a minimum they could have posted to the support forums "hey, we're having a problem with NHP on IOS. Check back here on this thread for twice-daily updates on the status of resolution." He said that users will receive an email once the problem is resolved. WHAT??? Since you know the emails of the users that have registered an IOS version, why not send them a warning email when the problem started, not just when it is resolved? When will Norton learn what every other security company has already learned, and that General Motors is about to learn... Just come clean. Own up. Laying low and avoiding acknowledging the problem works great in some software markets, but in the security market it's simply inappropriate.
3. There's no reason to believe the problem is on the IOS device end. There's been no change to the NHP code and no revs to any IOS software during this time, and so any change that has been made is most likely server-side. What was the UAT plan before code promotion? What was the backout plan? What was the communication plan? What was the contingency plan if a config change failed? These are decisions that mid-level IT managers all over the world make thousands of times, every day. Why can't Norton?
4. While I *fully* understand the complexities of the software development life cycle... A one week outage of a pre-paid online service is simply unacceptable. We don't use NHP for naughty, private surfing, we use it enterprise-wide because we have a business case that requires the functionality. I went with NHP over other free/less expensive products because I assumed that Norton's development discipline, rigorous code promotion processes, and robust code promotion/demotion experience would protect me from all but momentary outages. Clearly, I was wrong, and I do take full responsibility for having made the wrong choice.
I would also hope that Norton extends the subscription for those affected by this outage. It has been over 10 days since I reported the issue.
Please also let us know when the problem is corrected.
I too disagree, it may be a factor effecting only the iOS versions but my product worked just fine until a week ago Thursday without any change on my part. This is a server side configuration issue.
I use this product to connect to my patient 's medical records when on networks that I cannot secure. A fix is needed soon !
Thanks to everyone for the supportive posts - I had no idea that the problem was so widespread. My full history is that we happily used Norton Mobile Hotspot without any problems for 10 months and continue to use it without any problems on our desktop. In January, I started losing the internet early Sat. AM through Sun late afternoon on mhy iOS devices. In February, my husband started losing access. In March the period of no access extended to Thursday through Sunday and then to no access at all. Our subscription expires in 1 week. If the problem has not been fixed by then, we will look at other vendors. We used Cloak for free as needed before picking up Norton's product and will give it a serious look even though it is now only available for monthly and annual subscriptions and is much more expensive than Mobile Hotspot.
Getting the one year subscription of Hotpsot has turned into a nightmare. The product has not worked for me o iPad (ver. 7.1) for the past 8 days, since March 29. Calls to tech support are frustrating to say the least, since its take ages to get through to Level 1, who have no idea how to solve the problem and end up transferring to Level 2. The L2 guy asked some very basic questions and wanted me reset my Wifi router, try from different location, uninstall/install. This despite my telling him that the same product is working on my HP XP based laptop over the same Wifi. Anyways I tried the suggestions and it still did not work!
Reading through the posts on this particular thread, it seems obvious that Norton is having problems with the product itself (on the iOS platform) and not specific to me. I would expect a company like Norton to at least send out a basic communication to its registered users acknolwdging the problem AND I would definitely expect L1/L2 to know about the systemic problem so users are not wasting time calling them.
After reading your message, I installed a Norton Mobile Hotspot profile and was able to connect to the internet on my iPhone, but for less than 1 day (approx. 18 hours). I then deleted the profile and installed another one today, but lost my connection after about 12 hours and deleted the profile. Repeated the process 4 hours later. Note: Javascript in the Safari settings must be "on" for the profile to install.
Update - Held on to internet access with Mobile Hotspot profile installed through Sunday around 4 PM. After removing the profile, regained internet service. Reinstalled Hotspot profile about 2 hours later with no adverse impact to internet access. Inconsistency continues.