Upgrade stalled

Upgrade on Samsung4 stalled. Flashes loading. Turned phone off/on several times. Still flashes loading when try norton icon. Tablet upgrade went fine. Frustrated!

Upgrade on Samsung4 stalled. Flashes loading. Turned phone off/on several times. Still flashes loading when try norton icon. Tablet upgrade went fine. Frustrated!

It did reinstall but now says its a 30 day trial even though signed in with my account and I am only midway thru my yearly subscription. 

Hello again jelifishh.

 

Well at least that solved one problem.  :smileywink:

 

Have you registered the new install?  Try logging in to mobilesecurity.norton.com with your the email address and password that you normally use with Norton and see what it says about installs and the number of days that you still have on your licence.

 

Let us know what it says.

grayed out over all icons including free premium trial. When tap says start free trail. then returns to grayed out screen with anti malware, antitheft, etc icons. I have a 3 device account with even one still free. Tablet works. Samsung 4 still the issue.

Hi jelifishh.

 

Sorry if I am being a bit slow with the help but I am not sure I fully understand your situation.

 

First you mention a 3 license account - is this for Norton Mobile Security or for N360 Multi-Device or something else?

 

Next you refer to "grayed out over all icons" when I suggested logging onto mobilesecurity.norton.com.  If I log on to this site I see panels for each of my devices plus an "Add a new device" panel.  If I select on of the devices it gives me details about the device and options for what I can do.  However none of this seems to match with your description.  Have you tried logging onto mobilesecurity.norton.com and can you explain exactly where you are seeing these "grayed out over all icons".

 

I look forward to hearing back from you.

Hi jelifishh.

 

An update.  I have now seen something that I think helps me understand where you were coming from.

 

If you are saying that the main NMS screen on your phone is largely greyed out and suggesting that you upgrade - try accepting the free trial upgrade option.  That should at least give you a free months trial in which time we can hopefully sort out any problems, but I hope it will allow the software to talk to the servers and recognise your existing license.  

 

Did that help?

RUNNING Norton 360 Multi device 5 seats!

NMA Ver 3.8.6.1520

ME TOO! Samsung Galaxy II, SGH=T989D Android Ver 4.0.3

My phone did an auto update sometime in the past 24 hours....when I turned it on today I was informed I had "apps " with errors in the notify window. When I checked further by pressing the Norton icon it went into a "LOADING LOOP" never actually loaded.

 

I have since over the past 3 plus hours unloaded, reloaded, downloaded, installed lite version, could not recognize my product KEY, went to Norton Manager, cancelled my device, re-selected my device and downloaded a fresh install. Now phone hangs at retrieving account info and still never actually becomes functional!

no it did not help. Did the same as what sharky ca posted. Too frustrated to continue tonight. Hope that nothing puts me at risk until I can try again with more advice. Anything else to try? Ty.

Download “Trial” version, at least it will give you 30 days protection until we find a fix!

Hi SharkyCA.

 


SharkyCA wrote:
Download "Trial" version, at least it will give you 30 days protection until we find a fix!

Are you saying that this worked for you?  Given you previous post I thought a re-install had not worked and I had previously advised jelifishh to accept the free trial upgrade option which, I think, should be the same thing?

The trial works but I have the problem when I try to go "Paid" and download from my purchased copy!


Andmike wrote:

Hi SharkyCA.

 


SharkyCA wrote:
Download "Trial" version, at least it will give you 30 days protection until we find a fix!

Are you saying that this worked for you?  Given you previous post I thought a re-install had not worked and I had previously advised jelifishh to accept the free trial upgrade option which, I think, should be the same thing?


 

Resolved, just got done with live chat! Delete device from your Norton devices. Uninstall app from phone and then go to playstore and download again. Go to settings after download and select Norton mobile app…clear data, then open app and sign on with your Norton account. Should start to register your device and then you can go to your devices and set up your “Lock” codes.

I did download trial version. It still does not recognize my device. Awaiting fix.

Hi jelifishh.

 

Sorry to hear you are still having problems.  :smileysad:

 

Given that you seem to be fairly stuck ... have you tried going to Device Settings; Apps; NMS and Clear Cache?  If that does not work try "Clear Data".  In each case I would try a reboot after clearing and before re-starting the app.  I admit that this is somewhat shooting in the dark but you do not seem to have much to loose at the moment.

 

If that fails then I would suggest that you try the free Norton 24 hrs, Internet Chat link.  They may be able to help.

 

Do keep us informed on how you get on.

 

Good luck.