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Regular Visitor
kat1011
Posts: 6
Registered: ‎12-31-2011

Online Family not working and can't uninstall

My Online Family has recently stopped working. None of the parameters I set up are working. I tried to uninstall using the methonds described in various posts, but nothing happens.  I have Windows Vista. 

Symantec Employee
Matt_Boucher
Posts: 764
Registered: ‎04-23-2008

Re: Online Family not working and can't uninstall

What exactly are you trying when doing the uninstall? It is asking for usename and password, do you have those?

Regular Visitor
kat1011
Posts: 6
Registered: ‎12-31-2011

Re: Online Family not working and can't uninstall

It does not ask me for a password. I tried to use the uninstall via the control panel, but it just sits there and does nothing.  I also tried to go to programs from the start menu and click on the applicaiton and then the uninstall there and nothing happens.  Also, the short cut on my desk top can't find it's origin.  The location on properties is not on my computer, but I can get to the web site from the short cut.

Contributor
NAHybrid
Posts: 48
Registered: ‎01-02-2012

Re: Online Family not working and can't uninstall

Regular Visitor
kat1011
Posts: 6
Registered: ‎12-31-2011

Re: Online Family not working and can't uninstall

When I try to run the Norton removal tool I get a dialog box that says I have to uninstall Symantec WinFax Pro.  I can't find this application on my computer.  It's not listed in the program files in the control panel, nor can I find it in the program files on the c drive.  I did a windows search, and it wasn;t found there either.

Symantec Employee
Matt_Boucher
Posts: 764
Registered: ‎04-23-2008

Re: Online Family not working and can't uninstall

The Norton Removal Tool will not remove Norton Online Family. (as you found out)

 

Can you try and run the installer again. Just go to onlinefamily.norton.com and click the download safety minder link in the lower right corner.

 

Let us know what error message or what happens.

Contributor
NEPfan2012
Posts: 22
Registered: ‎01-09-2012

Re: Online Family not working and can't uninstall

[ Edited ]

Dear kat..................The Norton Removal Tools works just fine. The reason you got that message is cause you downloaded the incorrect version of NRT. Please download this version and run it. It will work. You can also run NRT in safe mode. That error sometimes occurs but if you run the tool again it most likely will not appear. 

 

http://majorgeeks.com/Norton_Removal_Tool_SymNRT_d4749.html

Symantec Employee
Matt_Boucher
Posts: 764
Registered: ‎04-23-2008

Re: Online Family not working and can't uninstall

I worked with Kat1011 last night and it turns out her system had a partial install of Norton Safety Minder.

 

We uninstalled the Norton Online Framework and did a reboot, reinstalled and all was working as designed.

 

Matt