So I’ve just purchased Norton Mobile Security and installed it on 2 Android devices. None of the features are working. The locate device, scream, and sneak peak have been frozen for 2 days. Both devices are online, WiFi and 4G.
This is so annoying, I can’t use the web portal to trigger commands and SMS commands don’t work either.
I’m kicking myself now because after reading so many reviews I wanted to go with Eset, but chose Norton instead.
If a device can’t be located within say 20 mins, the website should at least allow you to trigger another request without being greyed out.
So far both my devices, are frozen from being located, sneak peak, scream from the website and SMS.
So disappointed that I purchased this and will probably end up uninstalling and buying something else.
How can a device be un-contactable when it’s been online 24x7 on multiple networks?
I do see your frustration, and I really don't know how you are putting up with it.
As noted, I am not an employee so I cannot bang any heads on this. I have done all I am able in this case.
Maybe time to look into Google's phone finder service https://myaccount.google.com/intro/find-your-phone?hl=en-US
You could also search the Play Store for other phone finder apps.
07/27/2016 09:05 Got Call from Support by Premjith Kambil Payan. Went to remote sessions on My desktop and Cell. Did not get NMS Features to work. Sent a Debugging Case ID # 31887808 NMS features not working by email. Done this before. Said I Would be contacted later by an Engineer . I've heard that before. Do You See My Frustration?
07/24/2017 10:30 hrs .
Waiting on Senior Level to start remote session 10:38. Was connected by chat rep Bharath Subramaniyan to remote session. He said I would be connected to Senior Level Tech shortly. Remote still active. Sitting here wondering if anyone is going to respond. Do you see my Frustration? I worked a 12hr graveyard shift last night. Wonder how long shortly IS.11:11 hrs. Well looks like I have been DROPPED. 11:42 hrs.
07/18/2017 missed call from support. Message said they wanted to know if I was still having problems.
07/19/2017 missed two calls from support.
07/19/2017 LOCATE is still trying to locate device. Last location 4 days ago. SCREAM is not working. SNEAK PEAK is still trying to locate device.
Maybe I will get another call.
I do see your frustration, and it upsets me that we are unable to get the right helper where you need it. I am not an employee, so I am not familiar with any of the techs/engineers that would be contacting you from the Support dept. I only have a few contacts that forward issues to the appropriate department.
I honestly have no idea where to go from here. I am trying one other thing, but I have no idea if it will work, as it is the first time I have tried this.
07/14/2017 Waited by the phone for 1hr. 19:00 to 20:00. Never got the call.
07/15/2017 Support called at 19:15 Thansingh Sathlyseelan. He took control of desktop and cell. 20:50 to 21:54. Could not get LOCATE to work. He told me to check location in 3 hrs. Did get SCREAM and SNEEK PEEK to work.
07/17/2017 19:20 hrs. Tested NMS Anti Theft. Cannot get LOCATE, SCREAM, or SNEAK PEEK to work. Don't have time for another hour of support tonight.
Do you see my Frustration? Was he the engineer that was going to help me? He did extend my subscription.
Mal
Case # 29922093, 30678284, 4221592, 31887808. How many do need?
Just got a call from Support. Made appointment for 07/14/2017 19:00 hrs phone support. Will update after next support session.
Mal
Did you get another case number from this contact? If so, I'll pass it along to my contact....again...
I contacted chat support. While I was on chat I got a phone call from another support tech.
It is about 8 hrs after support got Locate, Scream, and Sneak Peak working. Just tested all. None working. Same old problem. No solution after 2.5 hrs with support. I have done this many times. Works only a short time. Then another 2.5 hrs or more with support only to be disappointed again. What next ?
Mal
.
Fingers crossed. Let us know.
Did you reach out again to Support, or did someone get in touch with you?
Just finished Support with Premjith Kambil Payan. About 2 1/2 hrs. We were on Rescue cell phone remote, Desk top remote, and landline phone. Simultaneously. I still don't know what he did to get these features to work. He said he would call back in two days to check on there operation. Will update in two days.
Mal
Got that right.
Got some screen shots of ERROR Messages I got after last entry. Can not load due to extension not allowed. .PNG file
I'll pass those case numbers along. I'm not sure what more I can do to get you help. I'll keep plugging for you. It should not be this difficult.
Locate. Is still trying to reach my device since last test. Last located three days ago.
Clicked on scream and it is trying to reach my device.
Sneak Peek. Is still trying to reach my device since last test.
I have had my desk top and cell taken control of by CS several times. They have gotten things working. But only it is temporary.
I Don't need a new case number Just continue # 29922093 or # 30678284 or # 4221592. Please don't give me another number.
Mal
Just to confirm, when you say these features do not work, are the buttons for those features just greyed out and nothing happens if you try to click on them?
EDIT
I just heard from my contact. Probably not what you want to hear, but it is all they can offer me/us.
I do understand past attempts have not been successful so let's go with a different approach.
1. Reach out to Customer Service, CS, again
2. Inform CS that an engineer on web forums has instructed customer to contact CS and create a Case ID for this issue
3. The CS team will collect user information, repro steps, possibly screenshots and logs, and then generate a Case ID.
Once the case ID is created it is supposed to start a process to get the engineers involved in this case. If you do get a case ID, please send it to me by PM, and I will pass it to my contact so they can ensure it is being treated properly.
07/06/2017, 0046 hrs. Scream, Locate, Sneak Peek not working. What next?
Mal
Today. 07/05/2017 12:26 hrs. Locate not working. Last location About A Day Ago. Scream not working. Sneak Peek not working. I have heard that word ESCALATE many times from support chats.
Yes please escalate,
Thanks, Mal
If you click on Lost Mode it shows...
As you are still having trouble, I'll try to escalate your issue.
