09-11-2011 05:10 AM
The Online Family button in the Internet Security 2012 GUI gives the option to log in to Norton Online Family.
Using the correct user name and password (tried manual entry, and copy / paste etc.) fails with "the user name or password you entered is incorrect.".
Logging on directly to the Online Family Website with same user name and password works correctly.
Any ideas please?
09-11-2011 06:46 AM
I am able to login to Norton Online family from NIS 2012.
Could you please try again. If still problem exists please let us know the which version of Norton Internet Security 2012 is present in your system.
09-11-2011 09:48 AM
Have tried again, even had to wait 10 minutes because of too many failures. Also tried from different computer.
I can log in to web page directly OK (cut / paste same user name and password).
I had one thought - I use UK english keyboard and I have special characters in the password. Could the Internet Security interface not be handling this correctly?
09-11-2011 10:10 AM
Please mention your Internet Security 2012 version.
To find version:-
From the Internet Security Main UI --> goto support link --> goto About --> Version:?
09-12-2011 01:05 AM
Thanks for letting me know the version. You are having the latest version on the system.
Can you check whether you are having the BETA version of NIS 2012.
To find this:
On NIS main UI, top right corner you will see a word 'BETA'.
NIS BETA version supports only Online Family BETA version.
If you are having NIS BETA version on your system, please update to retail NIS 2012 layout. Please visit
www.norton.com for latest NIS 2012 products.
09-15-2011 12:40 AM
There seems to be an issue with handling special characters, we are looking into the issue. Please change password not containing special characters, and let us know if that worked for you.