Symantec Mobile Security 7.2 Android app cannot open: "Mobile Security isn't responding. Do you want to close it?"

Article:TECH204975  |  Created: 2013-04-11  |  Updated: 2013-05-24  |  Article URL http://www.symantec.com/docs/TECH204975
Article Type
Technical Solution


Issue



The SMS 7.2 app on an Android device cannot open.  Its GUI is not accessible.  Still, the device is checking in to the Symantec Management Platform (SMP) and reports events that confirm it is successfully evaluating apps, running LiveUpdate, applying new policies, and so on.

 

 


Error



Attempts to open the GUI result in the following being shown:

"Mobile Security isn't responding.  Do you want to close it?"

 


Environment



  • Sample Device: Asus Nexus 7, "7 inch Portable Google Tablet with NVIDIA Quad-core CPU and Jellybean OS"
  • Android version: Android 4.0 or above 

Cause



From Android 4.0 onwards, access permissions have been changed so that it is not possible to directly access Android's APN database.  Some mobile carriers require a read of the existing proxy address from the APN database when using their mobile network.  The Mobile Security app will encounter APN relative permission errors when reading proxy settings from APN database if mobile network communications is in use.  This is ultimately responsible for the GUI not being accessible.  In certain cases, this issue can cause other activities of SMS 7.2 (such as enrollment) to fail.

 

Solution



This issue is resolved in the Symantec Mobile Security 7.2 MR1 Hotfix1 (Mobile Security app version: 7.2.0.146).  Please upgrade to this new release in order to take advantage of the latest enhancements and improvements.

 

 





Article URL http://www.symantec.com/docs/TECH204975


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