Norton 360 safe web and printing

Norton 360 for iOS | Android
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I spent most of the afternoon trying to print a document which has been working without issue. No matter what I tried my phone wouldn’t speak to the printer. After a lot of faff and chatting to ChatGPT it turned out that it’s the safe web blocking the printer, turning it off and all is well.
It has been fine so must be a new issue? What a pain to turn it off every time I want to print something.

2

Hello @MRSEJ_BRECHIN
fwiw ~ AI Mode
To resolve the printing issue on your mobile device, the most likely solution is to disable the Norton 360 Safe Web feature or the VPN feature temporarily, as these services can interfere with local network communication needed for wireless printing.

Disable Safe Web
The Safe Web feature can sometimes cause connection errors with local network services like printing.

  1. Open the Norton 360 app on your mobile device.
  2. Tap on the Security section.
  3. Navigate to Internet Security.
  4. Toggle the switch to turn off Safe Web.
  5. Try printing again.

Check VPN Settings
If you are using the Norton VPN, it directs all network traffic through a secure tunnel, which can prevent your phone from communicating with other local network devices like your printer.

  • Temporarily disable the VPN: In the Norton 360 app, go to the Privacy section, select VPN, and tap the toggle to turn it off. Test your printing.
  • Enable local device access:
    1. Open the Norton 360 app and go to the Privacy section.
    2. Select Open within the VPN area and go to the Settings tab.
    3. Look for an option called “Access Local Devices with VPN” and turn it on.

Other Potential Solutions

  • Reinstall the app: Sometimes reinstalling the Norton 360 app can resolve unusual conflicts.
  • Update everything: Ensure both your Norton app and your printer’s firmware/drivers (if applicable to mobile app) are up to date.
  • Check connection: Make sure your mobile device and printer are connected to the same Wi-Fi network.
  • Restart devices: Power-cycle both your mobile device and the printer (unplug for 30 seconds).

If these steps do not work, you can reach out to Norton Customer Support for further assistance.

AI Mode may makes mistakes

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fwiw ~ AI Mode
It appears a recent update to the Norton 360 for Mobile app has changed how its Web Protection feature (which includes the “Safe Web engine”) handles network traffic, causing it to block local device communication with your printer.

You should not have to disable your security every time you print. The issue stems from the fact that on a phone, the Web Protection feature often works by filtering all network activity, which can inadvertently block local network discovery.

Here is the permanent solution within the mobile app:

The Solution: Enable Local Network Access

The fix is usually a single setting within the VPN section of the app that allows communication on your local Wi-Fi network.

  1. Open the Norton 360 App: Launch the Norton 360 application on your phone.
  2. Go to the VPN Settings: Navigate to the Privacy section and select VPN.
  3. Turn On Local Access: Look for a setting named “Access Local Devices” or a similar option like “Allow LAN traffic” and enable it.

This setting creates an exception for local network devices (like your printer) while maintaining your online security when browsing the internet.

Alternative Troubleshooting Steps (If the above fails)

If the “Access Local Devices” option doesn’t resolve the issue, consider these alternative steps:

  • Check Web Protection Settings: Go to the Security section, then Web Protection. Ensure there are no settings that are overly restrictive for network access in general.
  • Reinstall the App: Sometimes, a fresh installation after an update can fix configuration issues. Make sure to back up your settings if possible, then uninstall and reinstall the Norton 360 app from your phone’s app store.
  • Update Printer App: Ensure your printer’s mobile app (e.g., HP Smart, Canon PRINT) is also up to date, as it might need updates to communicate with stricter security settings.

By enabling the “Access Local Devices” setting, you should be able to print without needing to turn off the entire Norton 360 application.

If these steps do not work, you can reach out to Norton Customer Support for further assistance.

AI Mode may make mistakes

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fwiw ~ AI Mode
You can send logs to Norton support directly through the Norton 360 mobile app. This process involves enabling debug logging, reproducing the issue, and then sending the generated report.

Steps to Send Logs from the Norton 360 App

Before starting, if you have an open support case, make sure to note down your Support Case ID as you will need to enter it during the process.

Step 1: Enable Debug Logs

  1. Launch the Norton 360 app on your mobile device.
  2. Tap the Account icon (or the three bars/menu icon) at the bottom or top-left of the main screen, then tap Settings.
  3. Tap on General.
  4. In the Logging section, move the slider next to Enable Debug Log to On.

Step 2: Reproduce the Issue

  • Go back and try to perform the action that was failing (e.g., attempt to print). This ensures the log files capture the relevant error information.

Step 3: Send the Error Report

  1. Once the problem has occurred, return to the General settings screen in the Norton 360 app (repeat steps 1-3 above).
  2. In the Logging section, tap Send error report with log files.
  3. Type your Support Case ID in the field provided (if you have one). If you don’t have one, include a phrase like “forum [your username]” if you are reporting via the forums.
  4. Type a brief description of your problem.
  5. Tap the send icon (usually a paper airplane).
  6. Select your preferred email application (e.g., Gmail, Outlook). The logs will be automatically attached to a new email.
  7. Add any additional comments that may help Norton support, such as the exact steps to reproduce the problem, and then send the email.

After successfully sending the logs, you can return to the General settings and turn the Enable Debug Log slider back to Off to conserve space and battery life.

You can find more detailed instructions on the Norton support site.

AI Mode may make mistakes

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