Norton Family

[mattbooty]

We put our PC to sleep when not in use (use minimal electricity but can still start up quickly when we need it).  I've noticed though that every time we wake the PC up from sleep mode, I get a message that Norton Safety minder requires a reboot.  At that point I have no idea if its actually working or not until I reboot.  Beside the inconvenience of having to reboot every time I wake the PC back up, this seems like a potential exploit that a child could put the PC to sleep, wake it back up, then avoid the Norton logging and blocks.

Is this something that can be fixed?

Thanks

[KatieQ]

Hi mattbooty,

The program sometimes requires restart when there is an update available.  You mentioned it happens "every time we wake the PC up from sleep mode". 

1. How long has it been going on? 

2. How many times do you have to restart your PC each day?

3. Is it possible that you post a screen shot of the message that asks  you to restart the PC here?

4. What Operating System is running on the machine?

Thanks,

Katie

[andrew_d]

A restart is only required when an update to the safety minder has been applied. If you select "No" and elect to restart later, then the notification will periodically appear again until you restart the machine.

The windows accounts of the computer are still being monitored even though an update has been applied.

If you have restarted the machine and you still get a restart dialog, then there is a small chance that another update has been applied.

However, if you are still seeing this dialog after several restarts, that's an indication that the update may not have applied correctly. If this is the case, I suggest downloading the latest version of windows safey minder and reinstalling.

Thanks,

[mattbooty]

I apologize for taking so long to respond, the notification that there was a resonse went to spam.

1.  This has been going on as long as i have been using this product.

2.  as many times as i put the pc to sleep, so at least once a day.

3.  after i send this message i will get a screenshot.

4.  windows 7 64bit

this is not just when updates are available.

[mattbooty]

Attached is the error message.  

After taking this screenshot I rebooted and out of curiousity I logged onto the monitored account and went to a few websites, then logged into my account and logged onto the norton site and it says my son's account has no web activity for the past 7 days.  In addition to the web browsing I just did I know he used the computer a good bit this weekend to play flash games online, so it appears that it is not actually monitoring his account at this point.

I then looked at the device list and saw the following message:

"4/9/12 11:27 PM : The device has not reported any activity in the last two weeks. Please go to the device and check the Norton Safety Minder to make sure that it has not been disabled or uninstalled. [Main PC]"

...OK, I just tried to post this message with a jpg attachment of the error message, it would not post it said I can only post txt and log files.  If there is another way for me to get this to you please let me know.

I really want to like this software, if we are able to get it to work I plan on purchasing the full version, but I need to be convinced it will work first.

[mattbooty]

In response to the 2nd message, first the link you posted is broken, it gives a permission denied error.  So I went out and downloaded from the regular website, but ran into the following problems with uninstalling the currently installed versions:

In add/remove programs there are 2 norton items "Norton Online" and "Norton Safety Minder".  

If i try to uninstall "Norton Safety Minder", nothing happens.  No uninstaller starts.  If I try to uninstall "Norton Online" I get a box that says I must type a parent email and password to uninstall, BUT there are NO boxes for me to type that information in and the continue button is greyed out (presumably waiting for the information I cannot enter).  If you can let me know how to send screenshots I would send you a screenshot of that as well.

If you can assist me with uninstalling the old versions i will gladly try reinstalling it to see if it solves the other issues.

[KatieQ]

Hi mattbooty,

Please click on the Norton Safety Minder icon in the system tray and select “About Norton Safety Minder” and let us know the version of Norton Safety Minder you have.

To post a screen shot, please click on the Insert/edit image icon in you post.  Please see the screen shot  below to find the icon.

Thanks,

Katie

[mattbooty]

Thanks, I will attach the error message below:

Last night I was able to finally uninstall the existing installation with help I found on the forum (I had to unplug my ethernet so it didn't need validation to uninstall), and fully reinstalled the application. 

When I just now logged on to check the version for you, this message was up again (the PC had been put to sleep last night).  When I went to the tray there were TWO safety minder icons, both had red x's on them.  Hovering over them said something to the effect of "Setup not complete, please restart".  When I tried to right click on each on the icon dissappeared.

So I rebooted, and now the safety minder icon is gone from the system tray.

[andrew_d]

Based on your responses, it appears that you had a few problems with your installation.  It may have been that your installation cache had somehow become corruputed, which might explain the unresponsiveness when you tried to uninstall. The installation cache is also responsible for applying patches, and if corrupted, might cause patch failures, which could explain the multiple restart messages.

The absence of the icon in the system tray may mean that the service crashed.

Have you submitted your parental credentials and associated windows accounts on this machine with children yet?

Thanks,

[mattbooty]

Yes, this will be the third time I've reinstalled due to these problems (i've re-installed twice before).  I already associated all of the proper accounts.  In services the "Norton Online" service IS started.

What do I need to do to clear out the installation cache?  I've uninstalled and re-installed twice but the problem persists.  The problem ONLY persists when putting the system to sleep.  If I shut the system down or reboot it i do not get the message (although now it appears to be completely gone).

Should I uninstall again?  Are there additional steps beyond a simple uninstall that I need to perform to do a clean install?