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Kudos0

devices missing from my.norton

I don't see all my protected devices on the Review Devices page ( or window, if you wish) at my.norton.   I see two of my three protected devices.  3 or 4 calls to tech support (over about 2 weeks) have not resulted in a fix, but only acknowledgement of a database sync problem.   A norton tech used full removal and reinstall tool on the missing device but that didn't fix anything.   I see mentions of this problem going back to at least August.   I have difficulty believing it's not fixable.

BTW, all my devices showed correctly just before purchasing Lifelock, and it was immediately after that I saw that one device was missing...which, perhaps coincidentally, was the device from which I made the purchase.

Anyone know how to fix this?

(yeah, I can see all three devices under the subscriptions menu, but due diligence requires me to at least not ignore what looks likes symptoms of a problem)

-thanks

rh

Labels: Windows 7

Replies

Kudos0

Re: devices missing from my.norton

If you have purchased a LifeLock subscription, it should have nothing to do with your Norton product.  That is just a subscription service, not an actual part of your Norton Security product.

On the device(s) that are not showing on the Devices page, be sure that the Remote Management setting is turned on. Open Norton Security and click on Settings - Administrative Settings and scroll down to the Remote Management setting. If it is on already, turn it off and restart your computer. Then turn the Remote Management back on and go to your Norton Security main page again. Click on Help - Subscription Status to have your product sync with the Norton Servers. Then check your Devices page on MyNorton.

Things happen. Export/Backup your Norton Password Manager data.
Kudos0

Re: devices missing from my.norton

Hi! 

Thanks for reply.  I've followed your recommdations but still the device is missing.    This may be a clue:  On the device that is not showing, Remote Management is grayed-out...can't set it to on or off.

Cheers

Rob

Kudos0

Re: devices missing from my.norton

Others have seen that greyed setting. What has worked is by using a different way to access our Norton Account.

Open your Norton Security product and click on the More Norton pillar. Then click on Manage, then on Manage my Protection. Then sign into your account from there and see if the missing device shows up now. Also check to see if the Remote Management setting is still greyed out.

Things happen. Export/Backup your Norton Password Manager data.
Kudos0

Re: devices missing from my.norton

Hi!

Thanks again.  Wow, some really good clues! 

I did this as per your suggestion:

"Open your Norton Security product and click on the More Norton pillar. Then click on Manage, then on Manage my Protection. Then sign into your account from there and see if the missing device shows up now. Also check to see if the Remote Management setting is still greyed out"

Then Remote Management was not greyed out, it was set to ON.  I turned it off, restarted computer and then went to admin settings and turned it on.  All this was done on the computer I call Hal6.  Then at my.norton I  could see my devices Hal6 and Hal3...Hal3 is at my home.    

 My other computer at work is Hal5.   I  followed same above procedure on Hal5, and it showed up as a device on my.norton, but now Hal6 was gone...disappeared.   Hal3 was still there.  Hal5, under my  devices, showed at Inactive.  So I added a new device...Hal5..activated with product key  (responese came that said I have already activated the device), then only after restarting Hal5 did my devices at my.norton show Hal5 as active.  Hal6 was still missing.

I've repeated all this three times now.   Add Hal6 makes Hal5 disappear, and adding Hal5 makes Hal6 disappear.   Both still show under my subscriptions at my.norton.

Hal5 and Hal6 are on same network, simple Windows7 office network....joined by ehternet cables plugged into cable company router.

This is maddening.   Have you seen this before?

Thanks

Rob

Kudos0

Re: devices missing from my.norton

What exact Norton product are you using, and for how many devices?  Do you have any other devices on that same subscription? ie Other computers or mobile devices?

Things happen. Export/Backup your Norton Password Manager data.
Kudos0

Re: devices missing from my.norton

I think the product name is Norton Security....allows up to 10 devices.  As a test I added my cell....it shows up under My Devices.  When I reach home I will add the home computer....betting it shows up, but we will have to see.  

Rob

Kudos0

Re: devices missing from my.norton

Greetings to all:

when I reached home after work I added my home computer (Hal3) to my norton subscription and it shows up as a device under my devices at my.norton.com   So problem has been isolated to two computers on same office network (Windows7pro), Hal5 and Hal6.   Both my office computers can be seen listed under subscriptions, but only one or the other shows as my devices, depending on which one I added last.   

Anyone know how to fix this?

Rob

Kudos0

Re: devices missing from my.norton

For testing purposes. Try renaming those two devices in the Devices page, then open Norton and click on Help - Subscription Status. Then see if things are reported correctly. If they are, try changing the names back again.

In the end, it is what is reported on the Subscriptions page that is important. Many users have reported issues with the Devices page for some time now, and it seems to be something that Norton has never been able to get a handle on.

Things happen. Export/Backup your Norton Password Manager data.

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