Unable to renew subscription to Norton Mobile Security - mfpageNotFound

I bought my subscription as part of Norton Tablet Security, which was recently replaced by Norton Mobile Security 3. Now my subscription has expired, and when I click 'renew' I get an error page with message "mfpageNotFound - Sorry! We could not find the page you requested!". So I log onto My Norton Account and try to renew from there, and get the same error page, either from my tablet, or from my Windows laptop.

 

Any ideas?

 

My guess is that I will have to un-install Norton Mobile Security, and then purchase it again from Google Playstore - seems very poor to me if that is the case.

 

Tablet: Sony Tablet S

OS: Android 4.0.3

Hi Sonyman.

 

Sorry to hear of your problem.

 

You are correct in that Norton Tablet Security has now been merged back into NMS with version 3.0.

 

I gather that you safely upgraded to NMS version 3.0 before your license expired.  If not could you please let us know.

 

I have no idea why you are getting the error message but it might help if you could post the URL that you are trying to contact.

 

Your guess may be right and if you are desperate to get back your coverage that may be the quickest route to take, but as we cannot be quite sure what is happening you might like to post a reply here first to see if any of us can work out the problem.

 

Of course - given your other post it may just be that the Norton servers are currently overloaded or offline for some reason!

 

Whatever you decide - good luck.  We look forward to hearing back from you.

 

Hi Andmike,

 

Many thanks for your reply. Unfortunately I have had nothing but problems trying to renew, until eventually I have managed to get my subscription renwed.

 

I went to uninstall NMS but the uninstall option was unavailable (greyed out) in Android settings. So I decided on another approach. Instead of trying to Renew my Subsription, I selected the option "Already purchased product" or something similar. It invited me to enter the product key - some progress at least. So I went onto my laptop and went to Norton to purchase a brand new copy of NMS (not via My Norton Account, which only seemed to allow Renew, and that had already failed). I made a straightforward purchase (except that it insisted on an email address and password for a new Norton Account, which I already had - so I entered my existing Norton Account details, and confirmed them as if it were to be set up new). Norton happily took my money, of course, and gave me a product key on the screen. I entered the new product key into my tablet, but it failed to verify. So I decided to try a fresh download on my tablet using norton.mobi The download worked but there was no option to Open the application. I went into NMS and suddenly my new subscription appeared. I had not signed into Norton Account again to register the product. The only thing I had done on the purchase was to use the same email address as the one registered for my Norton account.

 

PS I have worked in IT for over 25 years and am surprised that Norton/Symantec have made such a mess of all this - I have been using their products on Windows for many years without all these problems.

Delighted that you have got it going again Sonyman.

 

The events certainly sound puzzling and I can understand that they were frustrating.  Just take into account that the environment in which this product is operating is changing very fast and Norton seem to be doing their best to stay up with the game.  Occasionally there will be problems.  The real test is if they continue to support and deliver in the long term.  I am hopeful they will, which is why I am sticking in here, and I hope you will too.  Hopefully when your next renewal comes around things will have settled down a bit and all will go smoothly.  :-)

 

As for not being able to uninstall NMS 3.0, I believe that there is the option to give it administrative rights when you set it up.  This makes your device more secure but also means that you cannot uninstall the app until you remove the admin rights.  Might that explain it?

 

All the best for the future.

Hi Sonyman,

 

Sorry for the trouble that you had renewing your subscription for NMS/NTS. In the recent months, we have been trying to improve the user experience and make the download, purchase and renewal process easier. As a part of this, we have done few changes:

 

  • The app download is now available only through Google Play Store for all the retail, Norton eStore and Google Play purchases.
  • With NMS 3.0, we are offering a single apk for tablets and mobile phones so that you can use your NMS license up to five Android devices whether it is a tablet or phone. Norton Tablet Security is no longer available.
  • The license is attached to your Norton Account which makes it easy to manage your license and subscription through Norton Management website.
  • All the Anti-Theft features are incorporated into NMS 3.0. You need not install Norton Anti-Theft plugin to use the Web Anti-Theft features as required in the earlier versions of NMS and NTS.
  • You can manage the Anti-Theft features, passcode and devices using Norton Mobile Security website. No more buddy list and forgotten passcodes!

An intermediate update was released through LiveUpdate for NMS and NTS retail versions to capture the license info before upgrading to NMS 3.0 from Google Play Store. I am not sure if you missed this update.

 

-Vinod

Are you saying you have lost the device while it is in Airplane Mode? That would make it impossible to locate the device. 

And why would you need to renew on a device that you no longer can access? Renewing will not bypass the Airplane Mode to help find it. 

 

 

Thanks for your response. You can use Wi-Fi with airplane mode turned on. But from the reading I've done, it seems for some reason it becomes immune from consumer detection.

I want to renew my subscription for a device that is 'lost', but I don't see how I can do that if it involves having to enter in a new registration key into the lost device. Sort of self-defeating.

What product are you trying to renew?  You talk of page on desktop being greyed out. What page?

Looking at your image, the Mobile Securty has expired. You cannot renew from there, but you can purchase a new subscription from   https://mobilesecurity.norton.com

Finally, can someone advise if the tracking feature can work with flight mode enabled?

I just tested this. Airplane mode disables your cell service and turns off wifi. If you leave the phone like this you cannot use the Anti Theft features, like Locate and Lock. If you enable the wifi while in Airplane mode, you can get the Anti Theft features to work.

 

Same issue here. The page on desktop is greyed out, and the 'Upgrade Now' box under the devices directs to about blank page, or, if I copy the link, either brings me to: https://www.nortonstore.jp/products/upgrade/? or opens an aboutblank pop-up, or, if I copy the link shortcut, it is ismply the link to the page I am already on, which is very annoying.

Finally, can someone advise if the tracking feature can work with flight mode enabled?



Any ideas?