Smart scan disappeared

Norton 360 for iOS | Android
1

I have used norton safe scan for a while but today genie gas been installed in the background, so that when i click on the safe search icon , i get about genie, running a smart scan etc but no chance to type anything in to conduct a search. Help please.

Issue abstract:

Detailed description:

Product & version number:

OS details:

What is the error message you are seeing?

If you have any supporting screenshots, please add them:

2

Product & version number:
OS details:

Hello @Calypso1
Norton Smart Scan disappeared?

are you iOS or Android

and “genie has been installed” is →
NEW! Genie Scam Protection here

Lets ask @peterweb

3

Android tablet and gas was a typo for has

4

Also, norton 360 is the product

5

What device and Android version are you using?

The Smart Scan option is still in my 360 Android version 5.109.3. If it is not showing in your installed 360 home screen, try restarting your device. After an app update, you sometimes need a restart to clean out the app’s cache and complete the new installation.

6

Hi,

Resolved this
By installing via Google Chrome webstore

1 Like
7

Thanks for posting back.

Out of curiosity, had you tried restarting the device before reinstalling?

8

I can confirm that I did restart my device but this didn’t make a difference but as i said subsequently able to get safe search via Google Chrome webstore

1 Like
9

I have Norton 360 Premium on a Samsung Galaxy 25 Ultra and an iPad Pro and there is no SmartScan button anywhere. Restarting had no effect.

Can you suggest any other solution, please?

10

I hav just discovered a source which says that there is NO SmartScan button on either OS!?!

11

I have tried to copy the info in this thread but got a message which said that links are not allowed even though I did not post any links.

12

fwiw ~ my Android16 has Run Smart Scan button on Home tab

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AI Mode
Norton 360 for Android has a “Run Smart Scan” button on the main screen of the app, which you can tap to initiate a manual scan.

The Smart Scan on Android primarily focuses on installed apps and key system files, working in conjunction with the app’s automatic, real-time protection.

How to Run a Smart Scan
Launch the [Norton 360 app from your device’s home screen.
Tap the “Run Smart Scan” button located on the app’s main dashboard.
The app will scan your device for potential security risks, including malware in files and apps.
If any threats are detected, you will be directed to a security screen to review the risks and choose an appropriate action (e.g., remove or uninstall the affected item).

Note on “Full Scan”
Unlike the desktop version of Norton 360, the Android app does not have a separate, dedicated “Full Scan” button. The Smart Scan is the default, comprehensive mobile security check.

However, you can configure the Smart Scan to be more thorough by enabling optional settings to include system apps and external SD cards in the scan through the app’s settings menu:

  • Go to Account > Settings > Security and enable the sliders for “Scan System Apps” and “Scan SD Card” (if applicable).
  • Then, return to the main screen and tap “Run Smart Scan” again, which will now perform a more comprehensive scan.

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Norton 360 for iOS does not have a “Run Smart Scan” button for malware or app scanning.

Due to the fundamental security architecture of iOS (specifically, app sandboxing), apps are restricted from scanning the file system and other apps on the device in the same way they can on Android or desktop operating systems.

Instead of an on-demand malware scanner button, Norton 360 for iOS focuses on different types of security features:

  • Automatic, Real-time Protection: The app primarily offers automatic, real-time protection against online threats as you browse the web.
  • Internet Security: Features like Safe Web (protects against risky websites and links), Safe SMS (filters spam and phishing messages), and Wi-Fi Security (scans for vulnerable networks) are the core of the iOS protection.
  • Device Security: It checks for system vulnerabilities, such as outdated operating systems or missing passcodes, to help keep your data safer.

You can still use the Norton 360 app on iOS to view a security report, manage other features like the VPN, and check your overall security status, but a manual “Run Smart Scan” button for local files and apps is not available.

AI Mode may make mistakes

13

Thanks a million for replying so quickly and for giving me all the information as well as the images. I’m going to check all this out tomorrow and see what I can find.

1 Like
14

I also still see the Smart scan option on my Samsung A15 on Android 16.

Have you tried uninstalling 360, restart the phone and then reinstall like the original poste did above?

15

As I said I would in my last message, I tried for a long time to reproduce the screenshot on the home screen that you sent me. It's hard to believe, but as I was running my finger up and down the screen in total frustration the message at the top in red suddenly appeared. I was then able to initiate a scan, more than once just to be sure I wasn't hallucinating. If anybody can explain this to me, I would be really grateful and I imagine that other Norton users would be too, since I am almost certainly not the only one I've been put through this experience.
As I said I would in my last message, I tried for a long time to reproduce the screenshot on the home screen that you sent me. It's hard to believe, but as I was running my finger up and down the screen in total frustration the message at the top in red suddenly appeared. I was then able to initiate a scan, more than once just to be sure I wasn't hallucinating. If anybody can explain this to me, I would be really grateful and I imagine that other Norton users would be too, since I am almost certainly not the only one I've been put through this experience.1080Ă—2340 159 KB

16

As I said I would in my last message, I tried for a long time to reproduce the screenshot on the home screen that you sent me. It’s hard to believe, but as I was running my finger up and down the screen in total frustration the message at the top in red suddenly appeared.

I was then able to initiate a scan, more than once just to be sure I wasn’t hallucinating.

If anybody can explain this to me, I would be really grateful and I imagine that other Norton users would be too, since I am almost certainly not the only one I’ve been put through this experience.

17

AI Mode
“Pull to Scan” in Norton 360 for Android is an intuitive gesture that allows you to quickly and manually initiate a device scan from the app’s main screen.

It functions like a refresh gesture in many other mobile apps:

  • Action: From the main dashboard of the Norton 360 app, you tap and pull the screen downwards.
  • Result: This gesture starts a manual “Smart Scan” to check for existing apps or files that contain viruses, spyware, or other security risks.

This feature is a convenient alternative to navigating through menus to find and tap a “Run Smart Scan” or “Scan Now” button. Norton 360 also performs automatic, real-time scans, but the “Pull to Scan” feature lets you perform an immediate check whenever you feel it’s necessary.

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  • Enable Anti-Malware scan option in Norton 360 app on your Android device here
  • Run a scan in Norton 360 app to check for security risks on your mobile device here
  • Set up App Security and Internet Security features in Norton 360 app on your Android device here
18

Thanks for replying about my problem. I didn’t try that solution because I was hoping to find out what the problem actually was as you can see from my reply above. I was able to do a smart scan but without having the faintest clue why my Norton application has this method instead of the one which is talked about everywhere else on the Internet, including this Norton blog.

So I’m happy I can do a smart scan but extremely unhappy with Norton for this situation and I really hope that somebody somewhere can explain what an earth is going on!

19

AI Mode
The transition from a Run Smart Scan button to the “Pull to Scan” gesture occurred in a more recent user interface update rolled out by Gen Digital. This update changed the user experience for initiating a quick manual scan on the main screen.
The information you are looking at is likely outdated. The button you recall has been entirely replaced by the downward “pull” gesture in the current application design and cannot be restored.

AI Mode may make mistakes

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fwiw ~ my Norton 360 on two Android16 devices is v5.127.2.251217989

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AI Mode
The user interface of the Norton 360 app can vary even within the same version number due to factors like device manufacturer customizations, regional rollouts, or a/b testing by Norton.

Given your current version v5.127.2.251217989 on both devices, the presence of a “Run Smart Scan” button on the home page means that is the intended interface for your specific configuration.

How to Prevent “Pull to Scan” from Replacing the Button

If you want to ensure the “Run Smart Scan” button remains the standard interface and the “Pull to Scan” gesture doesn’t inadvertently become the only option:

  • Avoid App Updates: The change in interface is typically tied to an update pushed through the Google Play Store. To keep your current interface, ensure automatic updates are disabled for Norton 360.
  • Do Not Use the Gesture: It is possible in some configurations that using the new gesture “registers” that you can use it, leading to the eventual removal of the older button UI through a server-side update or config change. Continue using the button.

If the Button Disappears

If the button ever disappears from your home screen (for example, after a forced update or accidental use of the gesture):

  1. Check the “Security” Menu: The scan option will always be available in the detailed Security menu within the app.
  2. Contact Norton Support: Users in the Norton Community forums have sometimes had success getting the button back by contacting technical support, who can sometimes force a specific configuration or guide you through a complete reinstall process.

AI Mode may make mistakes

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AI Mode
The difference in how User A & B initiate a manual scan is purely down to the specific user interface (UI) design that Norton has deployed to your respective Android devices.

  • User A has the older (or variant) interface with a static “Run Smart Scan” button on your home page.
  • User B has a newer (or different variant) interface where the “Pull to Scan” gesture replaces that button.

Both methods perform the exact same “Smart Scan” function, they just have different user experiences for initiating it. Norton often uses different interface designs concurrently across different users, app versions, and regions.

AI Mode may make mistakes

20

What Android version is on your phone, and what version of 360? The Pull to Scan has disappeared on my Android phone some time ago, when the Smart Scan button appeared.

Check for updates in the Google Play Store.