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Kudos0

Norton Password Manager Add a Mobile Device

New Thread, Same Topic

Cannot use NPM Mobile Unlock Functionality On Home Network

Since having grilled this issue to death (here in this thread https://community.norton.com/en/comment/8150831#comment-8150831) the problem is a split one.

It would seem that on my office network (speed > 150MB/s) all works fine:

  1. I can link my Android phone to my Norton account (via the mobile unlock feature)
  2. I can access WWW by using Chrome; Chrome will send the mobile access request
  3. I get the Deny / Approve notification on the Android phone
  4. I can "approve" and the vault in NPM will unclock

The same as above also works at the office when on 4G with a strong signal.

However, when at home none of it works on my network (speed < 1MB/s):

  1. I cannot link my Adroid phone to my Norton Account ("Sorry, something went wrong") via the Mobile Unlock feature
  2. I can access WWW by using Chrome; Chrome will send the mobile access request
  3. I do not get the Deny / Approve notification on the Android phone
  4. I cannot "approve"

I also have 4G at home, and none of it works when tested - 4G is from the same provider at BOTH locations (home and work), only fewer "bars" / lesser signal on 4G at home.

So, this leads me to believe that a certain speed of network is required to receive the mobile unlock notification, and the "timeout for failure" is set far too low, for slower networks to receive the notification.

Is there someone savvy enough in this forum to make any suggestion :-) ?

Thanks in advance

Replies

Kudos0

Re: Norton Password Manager Add a Mobile Device

At the end of your other thread, you noted that things were working correctly. Was this on your home system?

Your network speed should have nothing to do with the service working or not. It might slow down the response times, but would not block the feature.

Are you logged into NPM on the phone while at home?

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

Re: Norton Password Manager Add a Mobile Device

No, it still does not work on my home system, and yes, I am logged in to NPM on the phone whilst at home when testing.

At the time I replied to my last post, I (wrongly) assumed that it was simply "working", period, as I had the phone connected and was receiving notifications, all software on mobile and PC was set up and working as it should. It never occurred to me that there would be a difference between the home and office / friends' networks.

Whilst using my office network all is good. When I get home, it all fails again. Quite disappointing.

I have tried many permutations and combinations of NPM logged in / logged out on 4G (cellular) and WiFi,  both at home and office locations - only the office (and other friends') networks seem to work; they are faster networks.

The phone is registered with the Mobile Unlock, NPM is logged in and it's working now, as I type this message (from the office).

It can't be router related, because 4G (cellular) does not work at home either, I tried again last night. I admit I do have slow WiFi, and sometimes 4G (cellular) issues - don't we all, but I can have a full 4G (cellular) signal and it still will not work at home.

It's like I live in a Faraday cage that only disallows Norton!

Thanks

Kudos0

Re: Norton Password Manager Add a Mobile Device

To confirm. Are you using the same phone and computer at home and at the office? 

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

Re: Norton Password Manager Add a Mobile Device

Yes, I am using the same phone and computer in both locations.

Kudos0

Re: Norton Password Manager Add a Mobile Device

I should have asked, same browser at both locations?

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

Re: Norton Password Manager Add a Mobile Device

I have asked my contacts for some help.

Stay tuned.

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

Re: Norton Password Manager Add a Mobile Device

To answer your first post of today, yes, same browser, both locations.

Whilst testing, I also tried all of this out using the "HotSpot" functionality on the mobile phone.
So connected to the HotSpot cellular data, then connected computer to the mobile phone (HotSpot) and tried again.

Opened Chrome, and behold! I received a notification, from NPM, at the Home location; approved, then accepted by Chrome.
I disconnected the HotSpot, then used just cellular data, and it did not work - go figure!

So:

  • Mobile HotSpot using cellular data does work in both office and home locations
  • Cellular data only, and WiFi does not work at the home location
  • Cellular data only, and WiFi does work at the office location

Thank you for continuing to ask about...

Kudos0

Re: Norton Password Manager Add a Mobile Device

From this last reply, it sounds like it is a problem with the network connection for your computer. We have been focusing on the phone.

You say you have no issues connecting to the internet with the computer while at home?

Let's see what my contacts come up with.

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

Re: Norton Password Manager Add a Mobile Device

Correct, no Internet connection issues.

I have since, traced a little more.

My setup at home is not your usual; it is a WiFi router supplying the rooms(s), but, this router is NOT connected to a wired network, it uses an aerial, that picks up a signal from another WiFi network (this is the service provider's WLAN) supplying other properties in my area; this means that my WiFi router is also a WiFi repeater.

Now, I have disconnected from my WiFi router and went outdoors and connected directly to the WLAN of the service provider and ran the tests again. The mobile phone and computer were therefore, both on the WLAN of the service provider and not my router. The message that NPM sends via Chrome to the mobile phone, was never received, even when the phone was on cellular data and not WiFi.

This leads me to the conclussion that it is the service provider's WLAN that is preventing the message from getting out of NPM/Chrome, the transmission is being dropped somehow, en-route.

Thoughts?

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