The application has stopped responding

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1

Hi,

 

I have NMS lite (v3.6.0.1056) as that suits my needs, but every time I try to run Live Update I get a message "The application Norton Mobile Security (process com.symantec.mobilesecurity) has stopped unexpectedly. Please try again.", with an option to "Force close".

 

I don't use my phone often, I don't have a SIM card in it and only connect to my wifi for updates.

 

I've also noticed if I initiate a scan it never stops and keeps scanning in a cycle, scanning the same things over and over.

 

I have tried uninstalling / reinstalling, but the same thing happens again.

 

HTC Wildfire S

 

Android version 2.3.5

 

Any help from you guys will be appreciated.

 

I will uninstall once again and for now use an alternative AV.

 

Thanks,

 

Dave

2

Hi Krusty13

 

Something you could try is to log in or sign in to the Norton Mobile Security (NMS) websites Control Panel

where you could delete the registered Android device.

 

Sign In then click on the registered Wildfire S then click on the gear icon and then select Delete Device.

 

Then download and install NMS again and re register and activate the NMS Lite app with your Norton

Account details.

 

This might help being a fresh registration and activation of NMS Lite with your HTC Wildfire S device if you

have not already tried the steps above.?

 

Otherwise the Mobile Norton Team may need some Logs on the error messages that you are receiving to

investigate this issue further if the steps i have provided do not help.

 

Please keep us posted on how you go. :)

 

Cheers. :smileywink:

3

Hi Smithy,

 

I don't have NMS registered to my account.  Since I use the free version I didn't think it needed to be registered or activated.  :smileysurprised:

 

I just removed the memory card and placed it back in and, so far, Live Update completed and the scan finished.  I'll see what happens over the next few days.

 

Thanks,

 

Dave.

4

Hi Krusty13

 

Yes you are correct that you can use the free Lite version of NMS where it will only scan 

files and apps if it is not registered.

 

But from memory if you register the install of free NMS Lite with your Norton Account details 

it will allow you to use the free Anti-Theft feature of the abiltiy to remotely lock your device

by SMS as well as the file and app scanning feature.

 

Which i guess would be of no use to you as you do not have a sim card installed in your

Android device. 

 

But that is great news that you now have NMS Lite again working as it should. :)

 

Cheers. :smileywink:

5
smithy wrote:

Hi Krusty13

 

Yes you are correct that you can use the free Lite version of NMS where it will only scan 

files and apps if it is not registered.

 

But from memory if you register the install of free NMS Lite with your Norton Account details 

it will allow you to use the free Anti-Theft feature of the abiltiy to remotely lock your device

by SMS as well as the file and app scanning feature.

 

Which i guess would be of no use to you as you do not have a sim card installed in your

Android device. 

 

But that is great news that you now have NMS Lite again working as it should. :)

 

Cheers. :smileywink:

Thanks for clarifying Smithy.  :smileyhappy:

 

This phone never leaves my house so those extra features aren't required by me.  :smileywink:

 

As I said, I will monitor it for a few days and let you know if the problem is solved.

 

Cheers.

6

No worries :smileywink: i am glad i could help in some way. :)

 

Cheers. :smileywink:

7

So far so good.

 

I've had no more problems with NMS, but I don't know why removing the memory card and replacing it would make any difference.  From memory, I have never removed the card before.

 

The only other factor I can think of is maybe because the phone sometimes goes many days turned off because, as mentioned, it hardly ever gets used.

 

I will continue to monitor the situation and if in a few more days I don't see a recurrence I'll mark this thread as solved.

 

Thanks Smithy for your assistance.  :smileyhappy:

 

Cheers.

8

:smileysad:

 

Sadly, this problem is not solved.

 

I've had my phone turned off for a few days and when I turned it on just now I get the "The application Norton Mobile Security (process com.symantec.mobilesecurity) has stopped unexpectedly. Please try again.", message again.  :smileyfrustrated:

 

Any more suggestions?

 

Or do I just uninstall NMS and install an alternative?

 

Thanks!

9

I know that if you leave NMS disconnected from the internet for too long it gets worried and reverts back to the unregistered (free/Lite) state.  I did not think it was a short a period as a week but I am wondering if it might be related to that.

 

If you connect to the internet first can you get it working again by just starting up the app and seeing if it will re-register?

10

Hi Andmike,

 

Since I'm using the lite version I would be surprised if it needs to register (as above, it has no SIM card and doesn't leave my home, so the extra features aren't required), but I could be wrong about that.  I guess it could be possible because when I first posted about this issue I was turning the phone on daily to check it, but after being turned off for 3 or 4 days the problem started again.

 

When my phone gets turned on it automatically connects to my wifi, it's after I try and open the app that the problem occurs.  I usually leave the phone alone for a few minutes when it first gets turned on.

 

If that is what is going to happen every time I turn on my phone then maybe NMS isn't for me.

 

Dave.

11

Hi Dave.

 

Sorry I forgot that you were using the Lite version.  However it is still recommended that you resigster with the Norton Servers to get some added features.  I cannot remember if you did that.  Did you?

 

I am at a loss to explain what is happening to you and I have not seen it happen before.  I will ensure that the team is alerted and mull it over myself for a while in the hope of coming up with some bright idea, but do not hold your breath.

 

Anyone else with any ideas please join in....

12
Andmike wrote:

Hi Dave.

 

Sorry I forgot that you were using the Lite version.  However it is still recommended that you resigster with the Norton Servers to get some added features.  I cannot remember if you did that.  Did you?

 

I am at a loss to explain what is happening to you and I have not seen it happen before.  I will ensure that the team is alerted and mull it over myself for a while in the hope of coming up with some bright idea, but do not hold your breath.

 

Anyone else with any ideas please join in....

No Mike, I haven't registered with the Norton Servers or my Norton Account. (As mentioned above  :smileywink:)

 

I don't need or want the extra features like Anti-Theft or Remote Lock as this phone does not have a SIM card.

13

Hi Krusty13

 

Have you tried using a different Micro SD memory card with your Android device.?

 

I think from memory with the Wildfire it might store a NMS file on the Micro SD card.?

 

So the SD card might be faulty which is causing the error message with NMS as

you found in an earlier post removing it and reinstalling it fixed the issue, for a while.

 

To check if there is indeed a NMS file or folder on the Micro SD card you can use

a file explorer app from Google Play like one of the following -

 

https://play.google.com/store/apps/details?id=org.openintents.filemanager

 

https://play.google.com/store/apps/details?id=com.metago.astro

 

https://play.google.com/store/apps/details?id=com.speedsoftware.explorer

 

My option would be the first one which i really like.

 

Then use the app of choice to navigate to the ext sd or memory card and check to

see if NMS does indeed store a folder there that might not be working correctly

because of a faulty SD card.

 

Micro SD cards are cheap to buy and can be purchased with adapters that can be

used to transfer all of your data between the cards with a PC.

 

Hopefully this info will help to find out why you are getting the error messages with

NMS and your HTC Android device.?

 

Keep us posted. :)

 

Cheers. :smileywink:

 

14

Hi Krusty13!

 

After consulting with a few others here, it does appear that this is a known issue whereas we run into trouble during LiveUpdate after a device has been off for a while.  This is already fixed and slated for release in an upcoming refresh (TBD Date).

 

To confirm, can you install LogCat Extreme (from Google Play), and send me the logs next time it happens?  You should be able to pipe the logs to your SD Card, and then attach them here.  I will also DM you with my work address in case you have further questions.

 

Thanks in advance!

 

 

Best Regards,

 

Brian Batovsky

15

Hi Brian,

 

Thank you for your interest.  :smileyhappy:

 

PM received and I have replied.

 

Cheers,

 

Dave

16

@Lucky13 

 

Hi Brian,

 

Sorry for the delay.  NMS has been behaving itself lately so I've had trouble grabbing a log, but it just crashed so I hope the following log is correct and productive for you.

 

Let me know if I did it right or not and if you need more details.

 

Thanks,

 

Dave

 

 

17

Well it's crashing quite a bit today.  Here's another log - I hope it is suitable.

 

 

18

Since upgrading to v3.8 my problem is solved.

 

Thanks to Brian and the NMS team.  :smileyhappy:

19

Great news Krusty13.  :smileyhappy:

 

Sorry it took so long to get you sorted.  :smileysad:

20

As we all know, fixes can take time and better late than never.  :smileywink: