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Kudos0

Norton Family Install keeps uninstalling Norton Family although I want to install. (Win 7).

I installed Norton Family yesterday. The installation was a strange process, as I needed to do it three times before I got a message that everything was fine. During the two first installations, the browser window kept showing that it is still contacting server. At last I got a message saying that the software had been installed/registered (or something similar). Due to this strange behaviour, I had some second thoughts about the installation being successful and decided to unistall Family and try again later. Now I'm trying again. I choose "Add new device" and select my Win 7 (64 bit). I save the installation file on disk and run it. The window asks me to accept the terms and I do that. The installation starts. Suddenly it tells me that I'm "about to uninstall Norton Family". What on earth!? I've tried to do this now three times. Adding a device brings me at the end to an uninstall procedure, although I never select such an option. Please help.

Replies

Kudos0

Re: Norton Family Install keeps uninstalling Norton Family although I want to install. (Win 7).

I might add that I have Norton Security installed and it seems to work ok.

Kudos0

Re: Norton Family Install keeps uninstalling Norton Family although I want to install. (Win 7).

Hi

Thanks for reaching out to us.  Please respond to the below queries for us to understand the issue better.

How did you confirm that the first two installation attempt was not complete? Did you see any error screens during installation?
In-general when you download Norton Family from the website, it will wait for the client to be installed/register the device (until then you will see a communicating screen in the browser).

If you already have the product installed and when you try to run the installer again it will prompt for Un-Install.

Could you please share the screenshot of the error you are observing.

On successful installation of Norton Family, you should see Norton Family Icon in the System tray.

Best Regards
Suyambu

Kudos0

Re: Norton Family Install keeps uninstalling Norton Family although I want to install. (Win 7).

Hello and thanks, I'll try to elaborate.

How did you confirm that the first two installation attempt was not complete? Did you see any error screens during installation?

I did not receive any message saying that installation is complete. The browser window got stuck to saying something like "connecting to Server" or "connecting to Norton" (cannot remember the exact phrase). No actual error messages. The first time I finally closed the window myself and the second time I believe it closed by itself. Only when I tried the installation for the third time, I finally got a message saying something like "Ready" and "installation complete" or "installation registered" or "device registered". I believe this is what you mean by writing "communicating screen". (I can't reproduce these as it now goes to uninstall all the time.) It is of course possible that I just did not wait long enough during the first two times. After these three times (the last of which seemed to go through completely), I uninstalled. No error messages during the unistall. Instead, I got a prompt to restart the computer which I did.

I can't produce "a screenshot of the error", since I don't get any error message. I start adding the device to Norton Family and the first messages talk about installing and then suddenly there's a screen that indicates that I'm about to uninstall.

I can't see the icon in the system tray. Neither is it available in the Start menu or in the Control Panel remove programs listing. Norton Security icon is ok in the system tray.

Kudos0

Re: Norton Family Install keeps uninstalling Norton Family although I want to install. (Win 7).

Hi Kissel

From your response it looks like you don't have the product installed currently (as the last step that you did was Un-Install).
Kindly retry installing Norton Family again and let us know if you face any issues.  After installing, Norton Family will try to register the device and it will prompt you to associate your child to a windows accounts.

Please ensure you cleanup the following folder before you retry...

Windows 7 : C:\Users\Public\Downloads\Norton\{NFXXX...}

Best Regards
Suyambu