Duplicate Android Device Objects Appear Upon Install of Norton Security AntiVirus and Symantec Web Security

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Article ID: 159231

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Updated On:

Products

Symantec Products

Issue/Introduction

Upon installation of Norton Security AntiVirus and Symantec Web Security from Android device App Center Agent, a second and duplicate device object, related to the same physical device, appears in the Devices page of the App Center administrator console.

 

Example:

Admin page showing two devices which have a second object created (red rectangles)

 Two devices (Dell Venue and Asus Transformer) have duplicates objects (in red rectangles)

 

Cause

The App Center Agent on the installing device was built for App Center 4.3.4.  Norton Security AV and Symantec Secure Web were installed on the device before the agent was rebuilt for App Center 4.4.

 

 

 

 

Resolution

The Android App Center Agent must be rebuilt after upgrading App Center 4.3.x to App Center 4.4.

In App Center Admin page browse to Settings >> Device Clients >> Android Client

Click on "Rebuild Android App Center Agent".

--- this procedure is also available in the App Center 4.4 release notes: http://www.symantec.com/docs/DOC7380

 

To get rid of the duplicates, the devices should be re-enrolled using the newly built agent and the Norton Mobile Security and Symantec Secure Web apps must be re-installed.

 

  1. Decommission the duplicate devices from the App Center. 
  2. Remove policy(ies) and old agent from affected devices.
  3. Download, install, and enroll with the new/rebuilt agent.
  4. Re-install Norton Mobile Security and Symantec Secure Web apps through the App Center Agent.

Applies To

App Center 4.4 SaaS

 

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