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Kudos0

Alerts that Norton Family is not running

Hi,

I have been following the posts about all the problems with Norton Family over the past month or so. I have removed and reinstalled both Norton Internet Security and Norton Family according to the instructions I've seen here. This on a Win 7 Pro 32 bit PC.

I'm still seeing Alerts like this:

12/19/12 7:08 AM : Norton Family is not running. This could be caused by a problem with the program, or else a user might have shut down a Norton Family component. Please restart the computer. [DC3-2]

- but activity is still being logged, so why am I getting this alert?

and this, for a different computer in the same account:

12/17/12 4:08 PM : Norton Family is not running. This could be caused by a problem with the program, or else a user might have shut down a Norton Family component. Please restart the computer. [Uninstalled Computer]

- I could not find any activity around the same time as this alert, so I don't know what this means.

Replies

Kudos0

Re: Alerts that Norton Family is not running

Hi dbdan22,

When you see the message, please check if the Norton Family icon in the system tray is still active.  The program checks Norton Family service  every 5 minutes and restarts it if detects the service is not active.  When that happens, parents will see the message you mentioned in your post.  We put in the notification safeguards.

Thanks,

Katie

Thanks Katie
Kudos0

Re: Alerts that Norton Family is not running

Hi,

Thank you for your reply.

KatieQ wrote:

Hi dbdan22,

When you see the message, please check if the Norton Family icon in the system tray is still active. 

- Well, that's the problem! I'm not at the computer when I see the "Norton Family is not running" message!!! I see the message later when I check the activity.

Isn't that the whole point of Norton Family, that I can check on the activity later and not have to be at the computer looking over the child's shoulder all the time? So how am I supposed to know in advance when Norton Family is going to decide not to run, so I can "check if the Norton Family icon in the system tray is still active"?

The program checks Norton Family service  every 5 minutes and restarts it if detects the service is not active.  When that happens, parents will see the message you mentioned in your post.  We put in the notification safeguards.

- Pray tell, what is causing the service not to be active? Is there an error log kept anywhere that I can send you? Is this a bug? Then please fix it.

You also did not address why I am getting messages from [Uninstalled Computer], what that's about, and how to fix it. How am I supposed to know which computer to look at?

Thank you.

Kudos0

Re: Alerts that Norton Family is not running

I've seen this regularly, as well... I'm guessing the service is crashing and then restarting itself, so any lapses in monitoring are very short (and likely unnoticed by my 8yr old). I've not checked event logs to verify this yet, though.

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