A few weeks ago, Norton Mobile stopped blocking calls - the application would crash with the message, "Norton security has stopped" whenever a call from a number NOT in my contacts would come through. The call would ring through and not be blocked. Then, when 4.2.0 came out, the same problem continued, but the message was "Notron Mobile Security is unable to block this call." I've contacted chat support a few times and was told engineers would look into it and get back to me...Nothing. Support verified all settings are correct. We've even uninstalled/reinstalled, etc. Problem persists. I'm on Android 8.0.0 on a Samsung S8. HELP! I don't want to continue paying for a product that doesn't work as advertised...
I received a call yesterday from someone in Norton Support - had a very bad connection. He said to go out to the playstore and download the latest version and that should solve the issue. I'm already on version 4.2.0.4159. There isn't a new version on the playstore...Again, the connection was pretty bad; not sure if this is what he was asking or not.
I hope a solution is near!
No timeline available for this fix. But hopefully soon.
Thanks for the update! Glad to hear it is being worked on...I hope a solution is near!
The quote above is directly from my contacts. I do not have a device on Android 8, so I am only passing along the information.
The message you see must be the alert mentioned. I sort of wondered about the wording of the alert, because my Android phone already presents ignore/disconnect for all incoming calls.
Anyway, the good news is that Norton is aware of the issue and is working on it.
I believe there was an update of some kind applied the middle of May this year, so the timing would be about right...
I don't get an "alert" from NM, though, other than a pop up that states, "Norton Mobile Security is unable to block this call." Is this the alert you mention?
I have heard from my contacts and apparently this change in behavior is related to Android version 8 and above. Did your device recently get updated to Android 8?
Due to recent changes in Android APIs, We have the limitations in present APIs to block(disconnect) call hence there was a workaround added. That informs/alerts the user when he/she receives the call from a blocked number so the user can ignore/disconnect the call.
This will also be included in history so the user will be able to check the history of calls that were received from block number.
Norton is working to restore the earlier behavior.
Thanks! Appreciate it.
I'll let my contacts know to look for your logs.
Thanks
Yes, I’m on this version…
What version of NMS do you have now? There have been a few updates since the 4.2.x.x. was released. Current version is 4.2.0.4159.
If you have not already, please update to this version and test.
Fresh set of error logs just sent.
Morning. All of the above...A Norton tech uninstalled, reinstalled, we restarted, etc. Issue persists.
Error logs were sent on 6/15 (case #'s ). I also tried to chat with support yesterday (case # ) to get an update. Agent said I needed to be transferred to "higher support" after saying the issue had been corrected. After waiting 10 minutes with no answer, I disconnected.
So, I'm not quite sure where this issue stands!
When you did the uninstall/reinstall, did you clear the app data first, and restart the device between the uninstall and reinstall? This can make a difference by clearing out any leftovers from the previous install.
If you can try that first, then let us know if you still see the issue.
If you do, it would help to gather some logs to send to Norton. Open the NMS app and tap the three bars at the top left. Tap on App Settings, and scroll down to the Logging section. Turn on Enable Debug Log. Then continue using your device until your issue happens again. After the issue has happened, go back to the Debug Log setting and turn it off, then tap on Send Error Report with log files. In your submission include your forum user name and a link to this thread.
If you do send logs this way, please post back and I will pass this thread to my Norton contacts.