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Kudos0

Norton Web Site Problem - Can't Get Device Information / No Security Products found

Hi,

Been getting this message when I log into the Norton Web site and try to get Device Information by clicking on any device:

ISSUE FOUND or PROTECTED  <- this line varies

DEVICE INFORMATION UNAVAILABLE

We are unable to retrieve your device information at this time. Try refreshing the page. If that does not work, please try again later.

It's been a day now. Please fix this.

I'm also getting messages on other accounts that, when I click on a device, they say:

No security products found on your device

Well, I'm sorry, but they most certainly have Norton Security installed.

Please PM me for the Norton Account(s) with the issue. I'm checking them all.

Thanks.

Replies

Kudos0

Re: Norton Web Site Problem - Can't Get Device Information / No Security Products found

Hello dbdan22 On all your devices ensure you have remote management enabled and reboot them. Recheck your account info.

Cheers

"From DOS to Windows10 what a journey it has been" / MS Certified Professional / Windows 10 Home / Professional x 64 version 1903 / build 18362.239 / N360 Deluxe 22.17.3.50 / Norton Core v.282 on Android 2.00
Kudos0

Re: Norton Web Site Problem - Can't Get Device Information / No Security Products found

Thank you for your reply.

Question: Which issue are you addressing:
- Can't get device information, or
- It says no security products installed?

To fix no security products installed, all I have to do is log in from the Norton Security application and do a Subscription status check.

So are you addressing the Can't Get Device Information issue?

Please explain:

What is remote management?

Why must it be turned on now, when until now it was not necessary for me to turn it on in order to get device info?

If it's supposed to be on, why isn't it turned on by default?

And how long do I have to leave it on?

Is turning on remote management in order to get device info a bug or a feature?

And if it's a bug, when can I expect it to be fixed?

Thanks.

Kudos0

Re: Norton Web Site Problem - Can't Get Device Information / No Security Products found

dbdan. This addresses all your issues. Remote Management is a feature of Norton not a bug. Its used to synch your device information to Norton so that when you view your account you can view, correct and manage all your devices and issues. The setting is normally enabled by default, in the event it isn't we suggest enabling it and rebooting all devices you have Norton installed on so the Norton services can then synch. If enabling doesn't correct your issue please give support a chat here.

Cheers

"From DOS to Windows10 what a journey it has been" / MS Certified Professional / Windows 10 Home / Professional x 64 version 1903 / build 18362.239 / N360 Deluxe 22.17.3.50 / Norton Core v.282 on Android 2.00
Kudos0

Re: Norton Web Site Problem - Can't Get Device Information / No Security Products found

I tried your suggestion on 2 PC's. One already had Remote Management turned on. The other I had to turn on myself. Both were rebooted. I'm sorry but your suggestion does not work.

I'm attaching a screen shot of the error message I'm still getting in Norton Account when I try to get Device Info (click on the device in the Device List). This is across multiple PC's in multiple accounts.

Kudos0

Re: Norton Web Site Problem - Can't Get Device Information / No Security Products found

Hello dbdan. Give support a chat here. There has to be something amiss that they have to straighten out on the backend. Usually the remote management and a reboot clears the issue for most users in your case support is your best option as they have access to things we do not have here.

Cheers

"From DOS to Windows10 what a journey it has been" / MS Certified Professional / Windows 10 Home / Professional x 64 version 1903 / build 18362.239 / N360 Deluxe 22.17.3.50 / Norton Core v.282 on Android 2.00
Kudos0

Re: Norton Web Site Problem - Can't Get Device Information / No Security Products found

Don't any Symantec employees visit this forum?

You'd think that since this is a problem on the back end, and I have multiple accounts that are affected, that a Symantec employee would be interested in fixing this? I seriously doubt I'm the only one with this problem.

Kudos1 Stats

Re: Norton Web Site Problem - Can't Get Device Information / No Security Products found

Just had a chat session.

Other than telling me to turn on Remote Management (which is on), and this:

"With the launch of the new Norton portal, you may see incorrect devices being displayed, or incorrect status for your existing devices. The incorrect information is prominently visible in the main page. This problem is caused by a data sync issue. If the security status within the Norton product on your device says that you are protected, then you can ignore these alerts."

... which is irrelevant to the "Device Information Unavailable" problem, it was a waste of time.

Any more suggestions?

I have one.

What if Symantec did beta testing before releasing changes to the web site?

If I'm going to do beta testing for Symantec, I'd like to get paid for my time.

Kudos0

Re: Norton Web Site Problem - Can't Get Device Information / No Security Products found

@Sunil_GA Can you assist in some fashion?

"From DOS to Windows10 what a journey it has been" / MS Certified Professional / Windows 10 Home / Professional x 64 version 1903 / build 18362.239 / N360 Deluxe 22.17.3.50 / Norton Core v.282 on Android 2.00
Kudos0

Re: Norton Web Site Problem - Can't Get Device Information / No Security Products found

... which is irrelevant to the "Device Information Unavailable" problem,

Not necessarily. If your new installations are not getting detected by the web site, even if you have Remote Management turned on, it is still some kind of sync issue to the web site. 

Have you opened Norton Security on a problem device, then clicked Help - Subscription Status? That should sync your computer to the Norton Account. 

One thing you can try.  On a device you are having difficulty with, open your Norton Security product and tap on More Norton at the right. Then click on Manage and enter your Norton Account from there. This has helped with some users getting their devices to sync. 

Can you check on the web page by clicking My Norton at the top right and then on My Subscriptions. Do the devices show up correctly there? Generally, those with issues with the Devices page still have the correct information on the Subscription page.

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

Re: Norton Web Site Problem - Can't Get Device Information / No Security Products found

Have you opened Norton Security on a problem device, then clicked Help - Subscription Status? That should sync your computer to the Norton Account. 

Yes (with the additional step of Signing In first). It solves the "No security products found on your device" error, but does not solve the "DEVICE INFORMATION UNAVAILABLE" error.

One thing you can try.  On a device you are having difficulty with, open your Norton Security product and tap on More Norton at the right. Then click on Manage and enter your Norton Account from there. This has helped with some users getting their devices to sync. 

Nope. Still getting "DEVICE INFORMATION UNAVAILABLE" error.

Can you check on the web page by clicking My Norton at the top right and then on My Subscriptions. Do the devices show up correctly there?

Manage Licenses is accurate, as usual. Device List is messed up. As usual.

Kudos0

Re: Norton Web Site Problem - Can't Get Device Information / No Security Products found

So now if we've exhausted the list of things I can do on my end, I was hoping that a Symantec employee would PM me for a list of the affected accounts and devices so that something can be done on Symantec's end.

Or does Symantec think that paying for a license and then not being able to get information about the protected devices is acceptable?

Kudos0

Re: Norton Web Site Problem - Can't Get Device Information / No Security Products found

Could a Symantec employee please PM me for a list of the affected accounts (just about all of them)?

Doesn't anyone in tech support look at this board?

I think we've pretty much established that this is NOT a problem on my end.

Again, the issue under discussion is, when I click on a device in the device list (multiple PC's in multiple Norton accounts), I get:

DEVICE INFORMATION UNAVAILABLE

We are unable to retrieve your device information at this time. Try refreshing the page. If that does not work, please try again later.

Thank you!

Kudos0

Re: Norton Web Site Problem - Can't Get Device Information / No Security Products found

Hello again. I have asked for an Admin/Employee to intervene and assist in the thread. Give it a short bit for them to see the post, geographic time differences make it difficult for them to see everything in real time.

Cheers

"From DOS to Windows10 what a journey it has been" / MS Certified Professional / Windows 10 Home / Professional x 64 version 1903 / build 18362.239 / N360 Deluxe 22.17.3.50 / Norton Core v.282 on Android 2.00
Kudos0

Re: Norton Web Site Problem - Can't Get Device Information / No Security Products found

Still no contact.

I have NEVER had this much trouble getting the attention of Symantec staff before.

We're coming up on a full week now.

Kudos0

Re: Norton Web Site Problem - Can't Get Device Information / No Security Products found

An admin states they have sent you a private message here on the forums concerning your issue. Please check your "inbox" at the top right side of any forum page you may be visiting for a PM from Sunil_GA.

Cheers

"From DOS to Windows10 what a journey it has been" / MS Certified Professional / Windows 10 Home / Professional x 64 version 1903 / build 18362.239 / N360 Deluxe 22.17.3.50 / Norton Core v.282 on Android 2.00
Kudos0

Re: Norton Web Site Problem - Can't Get Device Information / No Security Products found

Yes, I saw it and and I replied to it.

More of the same - try a different browser, clear cache and cookies, etc, etc.

I've tried all that. Still getting the error.

Do they truly not understand the difference between a client side issue and a server side issue?

DEVICE INFORMATION UNAVAILABLE

We are unable to retrieve your device information at this time. Try refreshing the page. If that does not work, please try again later.

... IS A SERVER SIDE ISSUE!!!

So I'm still waiting for a Symantec employee to PM me and ask me for the list of affected Norton accounts so they can look into it on their end. I have several accounts. (it's not the account I'm writing from.)

Thanks.

Kudos0

Re: Norton Web Site Problem - Can't Get Device Information / No Security Products found

Hoping someone will follow-up with things as this is an obvious backend issue on the part of Norton.

Cheers

"From DOS to Windows10 what a journey it has been" / MS Certified Professional / Windows 10 Home / Professional x 64 version 1903 / build 18362.239 / N360 Deluxe 22.17.3.50 / Norton Core v.282 on Android 2.00
Kudos0

Re: Norton Web Site Problem - Can't Get Device Information / No Security Products found

@dbdan22

Just curious, while we are waiting for a follow-up (hopefully) from Norton:      

  • You mention you have several accounts - how many Norton Accounts do you have and are they all associated with the same Norton license? 
  • Do you have one License with numerous users setting up individual Norton Accounts so they can have separate ID Safe Vaults (Norton Password Managers)? 
  • If  all your systems are under a single license are they all displaying Device Info unavailable? 
  • If multiple licenses - are some licenses displaying correct Device Info?
  • Have some of the systems (devices) been updated to Password Manager while others remain ID Safe?  Is there a mix on the same license?

Sorry for the additional questions, but it seems strange to me that if there is a backend problem that it is only affecting your systems. 

<EDIT>  Are you seeing all green at the following link?

https://status.norton.com/

Kudos0

Re: Norton Web Site Problem - Can't Get Device Information / No Security Products found

Are you a Symantec employee, Yank?

Kudos0

Re: Norton Web Site Problem - Can't Get Device Information / No Security Products found

... and just like that, the problem seems to have been fixed. At least on 2 of the accounts I checked so far.

I have a renewal coming up this week, 1 key 10 PC's, so I'll know for sure if everything is OK later this week. I've checked the device status and it correctly lists the number of days left so... we'll see....

Kudos0

Re: Norton Web Site Problem - Can't Get Device Information / No Security Products found

dbdan22:

Are you a Symantec employee, Yank?

No I am not a Norton Employee - employees have the Norton/Symantec logo for avatars and their user names are in bold purple.

I am a user the same as you are and a long time member of this forum, volunteering my time as a GURU (as others with the GURU Icon by their user names do) at Norton's request in order to assist other users with situations they may encounter. 

Answers to the questions I posed earlier in regards to Accounts may assist in figuring out what was wrong.

Kudos0

Re: Norton Web Site Problem - Can't Get Device Information / No Security Products found

@dbdan22

Good to hear you are back to "normal" on 2 accounts - please let us know how the rest turn out.

Kudos0

Re: Norton Web Site Problem - Can't Get Device Information / No Security Products found

No I am not a Norton Employee - employees have the Norton/Symantec logo for avatars and their user names are in bold purple.

Alrighty then. Some of the questions you asked raise privacy concerns and/or are not appropriate for someone who is not a Symantec employee. "may assist" doesn't cut it. At this point I'm looking for "will assist". And I'm under no obligation to satisfy your curiosity. I have other things to do. OK? Thanks for your interest.

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