Samsung Galaxy tablet and Norton 360 upgrade error

Archive
1

I have a Samsung Galaxy tablet running Android version 4.1.2 and currently have Norton Security installed

I follow the steps to upgrade to Norton 360 and I get the following error message:

[begin message]

! (exclamation mark in red font)

Error

An error has occurred

We're working to resolve an issue that prevents us from completing your request.

Try again later.

(-1026)

[end of message]

I have successfully updated other devices, running IOS and Windows OS.

The upgrade is from the traditional "Norton Security" for Android to  "Norton 360" subscription.  There are a few slots open on my subscription, so that is not the problem.  I have been getting this error for over a month, when I repeatedly try to upgrade. What does error -1026 refer to ?  Is Android 4.1.2 supported by Norton 360 ?

Thanks for any assistance.

2

Follow up on the Anti Theft being disabled.  I did tap on the main page where Anti Theft is.  There is no response, and I tapped on different areas of the Anti Theft item.  After each tap, I would wait 8 to 10 seconds, and no response. I tapped on the others, which are "green", and each brings up another page of information in 1 to 2 seconds.

I also did restart the device and repeated the steps above.  No response for anti-theft.

When I click on the Device icon in the lower right corner, it does display Anti-Theft section.  It says "Server unavailable. Try again".   It also has the same message for Contacts Backup right below the anti-theft message.  I  wonder what "server" it is referring to.

Thanks for the assistance.  Any other suggestions?

3

Good news on the first part.

From the main page where Anti Theft shows red, tap on Anti Theft from that page. Then check what is reported on the next page.

Also, try restarting your device.

4

I followed your steps above and have successfully upgraded Norton on my device!  Thank you! 

It is showing as one of my subscriptions now.

I ran Liveupdate and scanned.  Everything is green and 100% (anti-malware, wifi security, web protection, etc.)

However, one item is Red at 0% - that is the Anti-Theft option, "set up required". 

I go to the Device icon and the Device page displays, with the following messages in red font:

Anti-Theft

Server unavailable. Try again 

Contact Backup

Server unavailable. Try again  

 

Any thoughts on the server unavailability?   Thanks again, for your help on this! 

5

Thanks for the response.  Norton sent me an email to "add more devices" with a download link for 360 when I upgraded my subscription, so I wasn't sure of the upgrade details.

Either way, I will follow the steps in your post and respond back in the forum with the results.

Thanks.

6

As you seem to be aware, you are not actually installing the 360 product, but Norton Mobile Security, NMS. There is no change to the product you are actually using on your mobile devices.

What you describe seems to be an issue with changing over to the new 360 subscription. 

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.

Then test to see if things work properly.