Issue abstract: Problems synchronizing devices on Norton account
Detailed description:
I have a Norton 360 Premium account, that I’ve loosely maintained for a few years, across several devices and device types (Windows PCs, Android phones, iPhones). My account shows 8 of 10 licenses used. I’m going in now and trying to do some cleanup, but running into all kinds of issues. It seems the Norton software to try to synchronize devices is just horrible!.
Here’s one issue (of many). I have a google pixel phone. Norton is active on it - I can open the app, see status, use the VPN, etc. However when I login to my norton account (on PC web browser), it shows the pixel 8 as not protected, and inactive for 64 days! So - that’s bad. I found a Norton support page saying addressing sync issues - solutions is to delete the device on the account, and re-add. So - I deleted the device on the account. Now shows 7 of 10 licenses used; OK good. However when I go to my phone - it still shows 8 of 10 licenses used there! I close the Norton app and re-open - still 8 of 10, still everything looks just fine. But it shouldn’t - I just removed that license. So - how to refresh the status on the phone? There does not seem to be any way to do this. There’s no option I see to synchronize, and there’s no option I see to even log out and log back in, on the phone app.
Product & version number:
OS details: Windows 10, and Android
What is the error message you are seeing? None
If you have any supporting screenshots, please add them:
I guess starting from square one - two basic questions/ issues:
It appears that there is some mechanism that Norton has to synchronize device status between devices. It seems like synchronization should be triggered by some major action - like deleting a device - but apparently not. Perhaps it waits until the middle of the night to synchronize or something? If so - is there not a way to manually tell it “sync now”?
On the 360 app - it shows the number of devices active (in my case 8/10), but there doesn’t seem to be a way to actually see the list of devices, and check status of each one. This seems like very basic functionality that should be there in the app. Am I missing something?
Did you do this deletion from the Devices page or the My Subscriptions page? The Devices page is notorious for incorrect/outdated information.
The correct way to remove a device from your Account is the My Subscriptions page. Click on My Account > My Subscriptions at the top right of the page. Then click on Manage Devices for your current subscriptions. That brings up a list of active devices on your subscription. Click on the trash can beside the device you wish to remove from your Account.
As for the information getting updated on each device’s app, if you have not been using the My Subscriptions process, you might find the information getting updated now. It will probably not be instantaneous. So just check back the next day. It may sync overnight as you suggested.