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Kudos1 Stats

After NF Maintenance, Lost All Account Settings

I tried to log in last night - the first time since the NF maintenance which preventing from logging in - and all my settings are gone. It is acting as if this is the first time I have ever logged in. I will have to set everything up again. What happen? Can my settings be restored?

Replies

Kudos1 Stats

Re: After NF Maintenance, Lost All Account Settings

Hi Ricardo,

We are checking into the issue.

Can you please let us know

1. If you use the "old" portal from the link https://family.norton.com/familysafety/ and click on “Continue to Old Website” link or use the "new" portal?  You can use a different browser if you don't get the option to switch between the "old" and "new" website.

2. Do you see the same issue on both websites?

3. Can you please send me your Norton Family account email address by private message via the forum by clicking Inbox at upper right hand corner?

Thanks

Katie

Thanks Katie
Kudos1 Stats

Re: After NF Maintenance, Lost All Account Settings

Katie,

I have been using the new portal since it was released. I've switched to the old portal as you suggested and both behave the same. All the settings I had created for my kids' devices are gone. Its as if I had just logged in for the very first time.

I will provide the email address by private message - but I have already given my email to Matt_Boucher.

Ricardo

Kudos2 Stats

Re: After NF Maintenance, Lost All Account Settings

The same thing happened to my account settings.  After the maintenance, all children and all devices were deleted on both portals.  Can you please restore my settings?

Kudos0

Re: After NF Maintenance, Lost All Account Settings

Hi Ricardo and YR,

Thanks for the update and private messages.   Our team is actively working on the issue.  I'll keep you updated as soon as possible.

Thanks

Katie

Thanks Katie
Kudos2 Stats

Re: After NF Maintenance, Lost All Account Settings

Katie,

Please let me know if Symantec can restore my lost settings or not so that I can know how to proceed. If you can't restore the setting, then I need to get started on putting things back to the way it was so that I can properly monitor my children.

To say this least, I am disappointed with NF that this has happened. I should have to worry that my account settings can just disappear like that.

Ricardo

Kudos1 Stats

Re: After NF Maintenance, Lost All Account Settings

All of my son's info is missing as well.  He has been deleted from my account, and so no devices are being monitored.

Kudos0

Re: After NF Maintenance, Lost All Account Settings

Hi Cate,

The team is currently working on the issue.  Can you please send me your Norton Family account email address by private message via the forum by clicking Inbox at upper right hand corner?

Thanks

Katie

Thanks Katie
Kudos0

Re: After NF Maintenance, Lost All Account Settings

Hello,

This happened to my family as well. And now my I cannot get the program off my son's phone to reinstall it. Upon typing in the password, it just loads a circle, then goes back to Child Mode.

Edit: I sent the e-mail to Katie and Matt.

Kudos1 Stats

Re: After NF Maintenance, Lost All Account Settings

I'm also having issues turning off NF on my PC for when I'm using it to access Facebook.  It won't allow me to do this, so I finally had to have it stop monitoring my home PC until this is fixed.  I have emailed KatieQ about my initial issue.

Kudos1 Stats

Re: After NF Maintenance, Lost All Account Settings

Having the same issue here, its like i never existed!

Kudos0

Re: After NF Maintenance, Lost All Account Settings

Thanks for the posts.  The team is currently actively working on the issue.  We will keep you posted as soon as possible.

Thanks

Katie

Thanks Katie
Kudos0

Re: After NF Maintenance, Lost All Account Settings

Hi wordsmither,

Can you please send me your Norton Family account email address by private message via the forum by clicking Inbox at upper right hand corner?

Thanks

Katie

Thanks Katie
Kudos0

Re: After NF Maintenance, Lost All Account Settings

Could we get an update on this?  Do I need to set up all devices again?

Kudos0

Re: After NF Maintenance, Lost All Account Settings

Katie,

It has been 10 days since I first posted about this and 10 days since we were told that the team is working on this issue. I think we deserve an update.

Since you had said people were working on it, I haven't tried to set up my account again. It seems like my kids' devices are still operating on the settings I had before I lost my account settings. However, I can't view their online activity and I can't make adjustments - like to add more time or approve a website. If this is not going to resolve itself anytime soon, I need to start adding back my kids and their devices back to my account. Please tell us what is going on. I really can't wait much longer. I looked into adding their devices, but my account did not identify them. It looks like I may have to uninstall and reinstall NF on those devices so that I can add them back to my account. Am I correct?

I had chosen NF because Symantec is an established company in the s/w security market. I had thought I could trust that Symantec s/w would work right. Soon after I subscribed to NF, I discovered that I could not enable location monitoring for one of my children. This was not fixed for several weeks. And now I've lost all my account settings and cannot monitor my children's activity. Further, Symantec has not apologized for this mishap nor offered any compensation for the time I have not been able to use NF to its fullest. I'm going to have to start researching alternative parental control software and see if there is a better and more reliable alternative.

RR

Kudos0

Re: After NF Maintenance, Lost All Account Settings

I've experienced the same lack of response.  KatieQ asked for my email, I sent it to her, and then total silence on her end.

I've spent several hours with customer service trying to uninstall the app from my son's tablet because it won't recognize my password.  I'm waiting for a supervisor for tablets and phones to help me... that was Friday, and no follow up.  I was able to remove Norton from our home computer and my son's cell phone, and have since started using a different company "Qustodio" to start monitoring.  

Norton and Symantec let it's customers down, and are not helping resolve the issue.  As stated above, no apology or offer of compensation.  I'm done with this company.

Kudos0

Re: After NF Maintenance, Lost All Account Settings

I went ahead and readded all my devices - was able to do so for all but one.  So I still don't have a solution to this problem.

Kudos0

Re: After NF Maintenance, Lost All Account Settings

Hi,

The Norton Family team has been working on the issue.  

We have identified the issue and we are in the process of correcting the issue.

Thanks for your patience.

Thanks

Katie

Thanks Katie
Kudos0

Re: After NF Maintenance, Lost All Account Settings

Hi wordsmither,

Our records show you have added back 3 machines (2 android and 1 windows pc) successfully.

If you are still experiencing the issue, can you please send me some screenshots of the issue by private message via the forum by clicking Inbox at upper right hand corner, so we can analyze this further.

Instructions to post screenshots can be found here

https://community.norton.com/forums/how-post-image-forums-0

Thanks

Katie

Thanks Katie
Kudos1 Stats

Re: After NF Maintenance, Lost All Account Settings

how can i show images of a device not showing up?  There used to be another computer for which we monitored my son, but we can't seem to add that one back.

Kudos0

Re: After NF Maintenance, Lost All Account Settings

wordsmither,

Please just show us the page where doesn't show any devices that you think they should be.

Thanks

Katie

Thanks Katie
Kudos0

Re: After NF Maintenance, Lost All Account Settings

Hi All,

We recently moved all Norton Online Family user settings to a new data center, and some errors occurred that prevented the move of your family’s settings.

For a period of about a week, the Norton Online Family website was unable to display your family’s children and devices.

We have since fixed the problem, and have now successfully moved your family’s data to the new data center.

If you made no changes during this time, your Norton Online Family account should be working as it had before.

If, during your period of degraded service, you noticed the problem and recreated your family’s users and devices yourself, we have preserved your new settings rather than reinstating the previous settings from before the move.

Please let us know if you continue to experience any problems.  We value you as a customer, and we apologize for any trouble this move caused.

Thanks,

The Norton Family Team

Thanks Katie
Kudos0

Re: After NF Maintenance, Lost All Account Settings

My son's profile still shows no devices attached, but as of this morning, his tablet still has the program and it will not recognize my login info.  I've sent multiple requests to support, I've been told I'd be called, and no one calls.  I want to remove the program from his tablet, but no one at this company is willing to help me.  Beyond frustrated.

Kudos0

Re: After NF Maintenance, Lost All Account Settings

Hi Cate,

We are checking into your account.  I'll keep you posted here.

Update: For user Cate, the issue has been resolved.

Thanks

Katie

Thanks Katie
Kudos0

Re: After NF Maintenance, Lost All Account Settings

Mine still says no devices for the children.  When I had originally saw that everything had been deleted I had tried to add the kids again but I couldn't add the devices.  Can it be reverted back to before I had tried to add the kids again or do I need to start all over again?

Kudos0

Re: After NF Maintenance, Lost All Account Settings

KatieQ,

I'm not sure if I have messed things up or not, but here is what is going on with my account.

When my account was blank, I added one child to the account, but since it could not see any of the devices, I stopped. I have 3 children.

After I saw your post that the accounts had been restored, I logged in to see only the one child. So, I tried to reenter things. Logging into that child's NF phone app was like I had never set it up. The NF app had problems assigning the phone to the child. So, I uninstalled the app and reinstalled it. I still had problems, so I deleted that child from my account and tried to add him back, but things weren't working right. So, I logged out and logged back in. Now I see all 3 children on my account, not no devices - except the PCs. I went back to the first child's phone add and tried to add the phone to his name, but it wouldn't let me because it said that the device name is already on my account - even though I cannot see it. Also, when I first start the app, it says the following: "Unable to retrieve data for this family".

I tried another child's phone. This time I have not uninstalled it. I attempted to add this child's device, but that child's name did not appear on the phone, so I could not add the device to her name.

So, I contacted Norton Support through chat to see if I can get more immediate help. I was told that she does not have access to the Norton portal or server. Also, she said that they were still working on the problem. Here is exactly what the Norton Support Representative said in or chat discussion:

"Norton is still currently working on server maintenance that is why we could not check further with the issue because of the current issue Norton is working on. However, I would suggest you to try checking after 24- 48 hours."

So, Katie, can you tell me what the status is and what I should do to get me account back to the way it was?

Regards

Ricardo

Kudos0

Re: After NF Maintenance, Lost All Account Settings

wow after reading a bunch of these comments from different posts, it seems like there is a lot of issues with using norton family. I was in the process of setting up a trial this morning when the servers where taken down to move to a new site, but from what Im reading it seems to be issues that have been going on for months now. Maybe I should reconsider this program as it seems to be a headache to get working or stay working

Kudos0

Re: After NF Maintenance, Lost All Account Settings

Hi YR,

As indicated in my previous message, if you made no changes during this time, your Norton Online Family account should be working as it had before.

If, during your period of degraded service, you noticed the problem and recreated your family’s users and devices yourself, we have preserved your new settings rather than reinstating the previous settings from before the move.

Can you please confirm you want to have your original settings back and remove what you have reset during the period of degraded service?

Thanks

Katie

Thanks Katie
Kudos0

Re: After NF Maintenance, Lost All Account Settings

Hi Ricardo,

As indicated in my previous message, if you made no changes during this time, your Norton Online Family account should be working as it had before.

If, during your period of degraded service, you noticed the problem and recreated your family’s users and devices yourself, we have preserved your new settings rather than reinstating the previous settings from before the move.

Can you please confirm you want to have your original settings back and remove what you have reset during the period of degraded service?

Thanks

Katie

Thanks Katie
Kudos0

Re: After NF Maintenance, Lost All Account Settings

Hi Katie, Yes I want my original settings back. Thanks.

Kudos0

Re: After NF Maintenance, Lost All Account Settings

Hi DSwartzlander,

The team is working on the login error.  When it's done, you should be able to setup your account successfully.

Thanks

Katie

Thanks Katie
Kudos0

Re: After NF Maintenance, Lost All Account Settings

Katie,

Yes, please restore my account to its original settings.

Thanks

Kudos0

Re: After NF Maintenance, Lost All Account Settings

Hi YR and Ricardo,

I've reported your requests to the team.

Thanks

Katie

Thanks Katie
Kudos0

Re: After NF Maintenance, Lost All Account Settings

Hi Ricardo,

The issue should have been resolved for your account.  Can you please check and let us know if it started working for you?

Thanks

Katie

Thanks Katie
Kudos0

Re: After NF Maintenance, Lost All Account Settings

Hi YR,

The issue should have been resolved for your account.  Can you please check and let us know if it started working for you?

Thanks

Katie

Thanks Katie
Kudos0

Re: After NF Maintenance, Lost All Account Settings

Katie,

My children's setting were returned, though I had to add back all their devices. It seems to be working.

RR

Kudos0

Re: After NF Maintenance, Lost All Account Settings

Thanks for the update Ricardo.  If you have any questions, please let us know.

Thanks

Katie

Thanks Katie

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