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Kudos0

Norton Online Family not working on my daughters computer

I have just downloaded Norton Online family onto my daughters computer. Computer details are:

Windows XP

Firefox (latest version)

She is a limited user on her computer (ie not an administrator)

The paws symbol appears in her tray, but when i try to use firefox or IE, I am able to access adult sites etc while logged in as her! Basically I can access anything from her computer

It appears that Norton Online family is not working at all. When i check in the admin area of Norton Online family, there is no search histroy or web history showing up from that computer.

Please help - thanks

Replies

Kudos0

Re: Norton Online Family not working on my daughters computer

I have just downloaded Norton Online family onto my daughters computer. Computer details are:

Windows XP

Firefox (latest version)

She is a limited user on her computer (ie not an administrator)

The paws symbol appears in her tray, but when i try to use firefox or IE, I am able to access adult sites etc while logged in as her! Basically I can access anything from her computer

It appears that Norton Online family is not working at all. When i check in the admin area of Norton Online family, there is no search histroy or web history showing up from that computer.

Please help - thanks

Kudos0

Re: Norton Online Family not working on my daughters computer

Hi,

try this:

1. Go to the OnlineFamily.Norton page

2. Log in

3. Go to your daughter's Settings

4. Go to Web Settings

5. Select the Block the site option by the "How do you want to supervise web activity?".

6. Under this click on the little triangle by Specific web sites to block

7. Write some addresses in

8. Click on Update Settings

9. Log in to your daughter's PC with her username

10. Test the previously configured websites.

If the sites will be blocked, then Norton Safety Minder works fine and the websites you found has not been addressed previously as adult webpages.

If the site(s) are not blocked, log out from your daughter's user, log in with the administrator user, download latest Safery Minder installer from the OnlineFamily.Norton site, uninstall actual version from your PC, reboot, and reinstall the product with the downloaded setup package.

Test with the limited user again.

Let us know the results.

Windows 8.1 Embedded Industry Pro x64 Hungarian, Norton 360 v21.5.0.19
Kudos0

Re: Norton Online Family not working on my daughters computer

Thanks, but I have followed everything you suggested. it still does not work. I consider myself very computer literate - but this is just not working. The parental control area recognises that there is a  computer present with the family software - even picks up the correct name of my daughters computer, but the blocked sites I added do NOT get blocked - even after reinstalling , neither do words like sex or porn get ignored from google searches etc...

In fact, apart from a pop up on my daughters computer saying she is protected, NOTHING is getting protected at all. It is as if the software doesn't exsit on her computer - which it does.

Kudos0

Re: Norton Online Family not working on my daughters computer

If you go to the OnlineFamily.Norton webpage, in the settings by your daughter's Profile, do you see that computer registered to her profile?

Windows 8.1 Embedded Industry Pro x64 Hungarian, Norton 360 v21.5.0.19
Kudos0

Re: Norton Online Family not working on my daughters computer

Yes - there is a green Tick saying her computer is protected....but shes not protected at all.

Kudos0

Re: Norton Online Family not working on my daughters computer

On Windows do you have all the latest updates? Safety Minder needs SP3 installed on the machine.

And you should check if the Microsoft .Net Framework 3.5 SP1 is installed as well.

Windows 8.1 Embedded Industry Pro x64 Hungarian, Norton 360 v21.5.0.19
Kudos0

Re: Norton Online Family not working on my daughters computer

yes we have all the updates as you suggested.

Kudos0

Re: Norton Online Family not working on my daughters computer

Can you please tell me, which Norton or any other security product have you installed on that machine?

Windows 8.1 Embedded Industry Pro x64 Hungarian, Norton 360 v21.5.0.19
Kudos0

Re: Norton Online Family not working on my daughters computer

Symantex Anit Virus 10.1.5.5.

Have have deleted daughter in parent account, uninstalled again from her computer - reinstalled. NOT WORKING!

I have "disallowed" a few websites too - but these are completedly accessible on her computer.

Kudos0

Re: Norton Online Family not working on my daughters computer

have just loaded NOF on to my OTHER daughters computer ( 2 kids with two different computers) - bot computers are the same running Symantec Anti virus10.1.5.5.

Norton Online Family is NOT working on this computer either. Exactly the SAME problem - now on two computers. Can Norton support help out please.

Kudos0

Re: Norton Online Family not working on my daughters computer

Can you please try to remove temporarely the business Symantec AV product?

Then test onlinefamily.

When you are done, reinstall SAV.

Let us know the results.

Windows 8.1 Embedded Industry Pro x64 Hungarian, Norton 360 v21.5.0.19
Kudos0

Re: Norton Online Family not working on my daughters computer

Hi macgos,

It seems to be a compatibility issue.  Please check out the link below for details http://www.symantec.com/norton/support/kb/web_view.jsp?wv_type=public_web&ssfromlink=true&docurl=20090508145137EN

You can upgrade Symantec Anti virus 10 to the latest version to see if it helps.

Thanks,

Katie

Kudos0

Re: Norton Online Family not working on my daughters computer

Hi, the best advice for you is to contact Symantec Support .

Please use the one click support on your Norton product .

Kudos0

Re: Norton Online Family not working on my daughters computer

Thanks katie Q - I will look into that.

Contact customer support??

well....I will tell you a story....after spending 12 hours with Online Chat support - with this issue moved from supervisor to supervisor to  Engineering support...to call backs that never happened....my faith in Customer support is ZERO!! They have now promised that a Development team will be looking into the problem and will get back to me within 7 days. I doubt it as they keep getting my phone number wrong...regardless of the number of times I give it to them! Convienent.

Surely with our computers running XP...and all Dell computers...this is an easy fix...either that or NOF is terrible....

The guy at engineering support didn't even know how to swap from one child to another inside the Parent admin area (you just 'click' the picture of the child!)

Yup - ZERO confidence in the out sourced support...unbelieveable really!

I would have thought given the  nature of Nortons reputation and the fact that NOF is meant to PROTECT kids online....that the program would actually work....or even that support could actually offer basic support! Seems like they don't even know the product well at all....

Wonder what other parents in New Zealand will think!

Kudos0

Re: Norton Online Family not working on my daughters computer

Hi,

I am really sorry to hear your pathetic story.  You may please try to reinstall Safety Minder . Have you tried that , the other thing is as one of the "Symantec employee " said, it might be a compatibility issue .

Best regards,

Sudheesh.K.S

Kudos0

Re: Norton Online Family not working on my daughters computer

Pathetic story? No...true story.

NOF has been installed and reinstalled many times by support. They still can't get it to work.

So you are saying I have to pay money to upgrade from a perfectly good Symantic Antivirus 10 to work with NOF?

Kudos0

Re: Norton Online Family not working on my daughters computer

Kudos0

Re: Norton Online Family not working on my daughters computer

 Norton Safety Minder is not compatible with Symantec AntiVirus 10.0. The current version of the enterprise security product, Symantec Endpoint Protection is compatible with Norton Safety Minder. If you have installed Symantec AntiVirus 10.0 on your computer with Norton Safety Minder installed, we recommend that you upgrade Symantec AntiVirus 10.0, or install Norton 360 or Norton Internet Security.

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