I have chat to Norton Agent earlier (ref to my email) however , problem is still unsolved.
Lately I can lock the mobile device, from SMS or from my Norton account to.
However once the target device is locked, there is only to press OK to unlock the device. No any password need to pass.
Please check the edit to my post above. That seems to explain what is happening. Although I will say it is not intuitive.
At home my other mobile phone also as the problem needs to be solved, again its Samsung SM-N910C
I use 2 mobile phones that have the same problem
Both Samsung : SM-E700F and SM-G930FD on Android 5.1.1
can not check the app version but just installed in August 2016.
I just tried a lock on my test phone and I did not get the same result you did. I got a screen asking for the pass code and the message I had entered from the web site.
What device are you using, and what Android version?
What version of Norton Mobile Security (NMS) are you using?
EDIT
I just tried this on my regular phone and I see the same screen you have and with the same results. I will look further to see what differences there are between my 2 phones.
What I found is that I have an older version of the NMS app on my test phone. It seems the newer version has this issue.
When I tapped on OK on that screen, it took me to what looks like the Android lock PIN pad. Entering the NMS passcode into that screen unlocked the phone. Tapping OK does not actually give access to the phone. But as noted on that screen, any PIN code you had set up to lock the phone's screen has been reset and you have to go to Android settings again to reset your PIN.
