I purchased the Norton Security Premium 10-pack of licenses. I have it installed on the following devices...
3 Desktops
2 Laptops
2 Phones
1 Tablet
During the install, all of the devices accepted my Norton password (the username was already populated). All of the devices also successfully registered themselves on My Norton and are reporting correctly. I am also able to communicate with the devices from the My Norton interface (for example, to do a locate). So all of the devices are communicating bi-directionally.
The issue that I'm having is that the three mobile devices will not accept the sign in to my Norton account when trying to sign in to Norton Mobile Security from the mobile device itself. From the main menu, I have the "Sign In" link. I tap it and then provide my credentials (the username is prepopulated with the correct username). It accepts it, thinks for a little bit, and then gives me the same screen back as if I hadn't signed in. Strangely, if I input the wrong password, I get an "incorrect password" message immediately.
As I mentioned, all three of the mobile devices are doing this. I am running the latest version. My biggest concern right now is that I cannot use the 25 GB of backup space from any of the mobile devices because when attempting to sign in when I tap to backup my contacts, it does the same exact thing.
I'm hopeful that someone else has seen this and has a solution.
Try going into the Norton Mobile Security, NMS app settings. Tap on the 3 bars at the top left of the NMS screen and tap on Settings. Scroll down to the Anti Theft section and turn off the Device Administrator setting. Now go to Android Settings - Apps. Scroll to the NMS app and clear the app cache and app Data. Restart the device and turn the Device Administrator setting back on. This will reset your NMS to a trial version. To get the full version back, open the NMS app, tap on the 3 bars at the top left, then tap Sign In. Enter your Norton Account information and you should have the full version again.
I am having a similar issue as well. I have Norton premium and sometimes the Norton backup will work automatically on my Samsung tablet and other times, like today, it will ask me to Sign In. The issue is that when I sign in with password....it brings me right back to the sign page. Over and over. This seems to happen more than once a month, please advise. Thank you
I had a similar problem just a few weeks ago. I did an update to v6.0 for my Android tablet that wiped all programs. On reinstall of NS, I could not get it to sign in to my Norton account. I jumped through all the hoops with uninstall, reinstall, deactivate, etc. Finally a chat with support (which had to elevate to tier 2 to solve this) and 30 to 45 minutes of him trying everything while linked to the tablet, he finally got it to connect. I really couldn't tell you all he did, but it took multiple tries by him to get it to work. Everything was working okay with the program except the sign in.
There must have been something amiss with the email you sent from your Norton Account. Unless....Did you send three separate emails? One for each device? Each email is only good for one device.
If you prefer to do the reinstall, I would still suggest deleting the app data, then restart the device. Then go to the Play Store and install Norton Security and Antivirus. Then try logging into your Norton Account.
If wiping data resets it to the trial version, would what you are suggesting to try be the same as installing the app from the Play Store and then signing in?
I am guessing that you installed on your mobile devices from your Norton Account??
There could be something amiss with the activation information stored on the devices. Start with one device and test to see if this helps.
Try going into the Norton Mobile Security, NMS app settings. Tap on the 3 bars at the top left of the NMS screen and tap on Settings. Scroll down to the Anti Theft section and turn off the Device Administrator setting. Now go to Android Settings - Apps. Scroll to the NMS app and clear the app cache and app Data. Restart the device and turn the Device Administrator setting back on. This will reset your NMS to a trial version. To get the full version back, open the NMS app, tap on the 3 bars at the top left, then tap Sign In. Enter your Norton Account information and you should have the full version again.
When I go to select the backup option, I also have a link to sign in. When attempting to sign in after tapping that link, it behaves the same as when I try and sign in from the hamburger menu. Both accept my password, spin for a few seconds, and then just present the sign in screen again. Putting in the incorrect password returns an error right away that the password is incorrect.
Contacts are backed up to a Norton Server. Just not the same storage space for the file backups. The good news is that your contact backups for mobile do not count against the 25GB for your computers.
If the correct number of days is showing, and the devices are showing correctly in your Norton Account web pages, you should be good to go. Are you able to run the contact backup? The first time you run it, you will have to sign into your Norton Account.
My biggest concern right now is that I cannot use the 25 GB of backup space from any of the mobile devices
You cannot access the 25 GB backup space from mobile devices. That space is only for the backup functions on PCs and MACs. The contact backup on the mobile devices does not use the same storage space. There is no file backup feature on the mobile devices.
Where you tap the Sign In on the mobile devices, do you see the correct number of days in your subscription, or does it show Trial?
What device models are you mobiles, and what OS versions?