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Kudos0

3.4 is coming up with accounts disabled

Hi,

I've seen several Windows 7 PC's update themselves to 3.4.0.43, and all have come up with the accounts disabled - meaning that the Norton Family icon has a red X, and I have to right click and do an Enable Accounts for it to work.

Why can't the new version install itself with all the correct settings in place ?!?!?

Please fix this!

Thanks

Replies

Kudos1 Stats

Re: 3.4 is coming up with accounts disabled

Hi dbdan22,

Can you please send me a private message via the forum by clicking Inbox at upper right hand corner with the following information?

1 The Norton Family account email address 

2. The online profile names and their associated Windows account names.

Thanks

Katie

Thanks Katie
Kudos0

Re: 3.4 is coming up with accounts disabled

Hi dbdan22,

Please let us know what was the previous NF version on all those machines?  If you didn't have the latest version prior to upgrading to 3.4, you might face the issue.

To investigate the issue further, can you please collect the Installer logs from one of those machines, which will give us more details on this.  c:\programdata\NortonInstaller\Logs.   Please send the logs to me by email.  You can find my email address in my Profile in the forum.

Thanks

Katie

Thanks Katie
Kudos0

Re: 3.4 is coming up with accounts disabled

I had the latest version of Norton Family.

ALL of my accounts are coming up with "Parent action is required", which means that it is coming up effectively disabled.

Please tell me how do you fix this remotely via the Web site without visiting each and every PC?

Kudos0

Re: 3.4 is coming up with accounts disabled

Hi dbdan22,

This issue can happen occasionally when Norton Family is auto updated to the latest version. In such cases, the parent can follow the below steps to resume monitoring of their Child PC:

Step-1:

  • Click the Norton Family tray icon in the System Tray (in Windows task bar) which launches the “Add Computer” screen
  • In the “Add Computer” screen, enter the parent credentials and sign in.
  • Provide a computer name in the next screen and click on ‘Save’ button.

Step-2:

  • Click the Norton Family tray icon in the System Tray (in Windows task bar) and click on“Edit Accounts” menu.
  • In the “Edit Accounts” screen, enter the parent credentials and sign in.
  • Map Windows account with the child account and click on ‘OK’ button.

Thanks

Katie

Thanks Katie
Kudos0

Re: 3.4 is coming up with accounts disabled

Thanks, Katie, but that's not what I asked.

What I need to know is, is there a way to fix this remotely via the Web site without visiting each and every PC?

Kudos0

Re: 3.4 is coming up with accounts disabled

Katie,

Please see your private messages. This is URGENT.

Thank you.

Kudos0

Re: 3.4 is coming up with accounts disabled

Hi Dan,

I've sent you a private message.

Thanks

Katie

Thanks Katie

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