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Kudos0

Can not reinstall onlinefamily on 1 PC

I have the Onlinefamily package installed on my kids computers, however the installation on my youngest childs computer has stopped working several times and I've had to uninstall then reinstall it now like 4 times. Well the problem is this 5th time it just will not complete the installation. No errors, it just states that installation unsuccessful & gives me the link to this site. I've checked event viewer and the only error in it refers to this error "Failed to connect to server. Error: 0x800401F0" around the time I was trying to do the reinstallation. I've checked the registry for Onlinefamily.norton entries but found none, found a couple entries for Norton & Symantec but nothing under them that points to the onlinefamily package. This PC is running WindowsXP home service pack 3 with 512M of Ram & an 80Gig HD & it is running Avast Antivirus. None of which has caused any problems during the install on past attempts. This all started with the Onlinefamily package getting disabled by a certain website that my child likes which I beleive is gaiaonline.com. Everytime show goes to this particular site I get an email that the software has been disabled. Then when I go and renable it a few hours later she reports that ALL web activity has stopped, they can't go to ANY web site & when I log in to the admin account web activity is gone there as well. Any ideas why this is happening? I've even downloaded the latest installer with the same results.

Replies

Kudos0

Re: Can not reinstall onlinefamily on 1 PC

Hi Dr_Cyberstein,

I would be more than happy to setup a remote desktop access and work together with you on this.  You're welcome to send me a private message or an email for details.  You can find my email address at http://community.norton.com/norton/profile?user.id=15038   Thanks,Katie  
Thanks Katie
Kudos0

Re: Can not reinstall onlinefamily on 1 PC

Well thanks to Katie we are back in business. Online Family is back on my kids PC and in working order.

Thank you so VERY much Katie, it was a pleasure working with you.

Sincerely

Doc C.

Kudos0

Re: Can not reinstall onlinefamily on 1 PC

 Do you have a solution for this problem? I have the same error message: Failed to connect to server. Error: 0x800401F0

Thank you

Kudos0

Re: Can not reinstall onlinefamily on 1 PC

Hi geilerc,

I would be more than happy to setup a remote desktop access and work together with you on this.  You're welcome to send me a private message or an email for details.  You can find my email address at http://community.norton.com/norton/profile?user.id=15038

I've sent you a PM with the steps to correct the error.

Thanks,

Katie

Thanks Katie
Kudos0

Re: Can not reinstall onlinefamily on 1 PC

Katie,

       I think this message was meant to go elsewhere. My  handle is Dr Cyberstein, you know me as Gene or Geno. You already helped me and have shown me what to do should this problem ever arise again and I thank you for that. I do have another question though. It seems that after a certain time after installation that the online family program shuts down but looks as though there is no problems until you try to browse the web. That's when we lose all outgoing web traffic. I can remote into the system using either remote desktop & Logmein but when we attempt to go to sites like Yahoo, Google or even the Norton site it's all blocked. It's almost as if the safety minder is blocking all port 80 outgoing requests. Because FTP, SMTP & POP3 & their respective ports are not blocked.

Thanks for your help

Gene

Kudos0

Re: Can not reinstall onlinefamily on 1 PC

Hi Dr_Cyberstein,

Thanks for reminding me that we have worked on the issue.  Yes, I sent the previous post to user "geilerc" intentionally as he was experiencing the same issue as you did and he posted his question in the same thread. Sorry it has caused some confusion.

I understand you use Avast as a security product.   Our testing has shown that if you turn off the Web Shield component of avast, Norton Safety is compatible with Avast.  Please check the link below to see it helps. http://www.symantec.com/norton/support/kb/web_view.jsp?wv_type=public_web&selected_nav=&pvid=&docurl=20090918125711EN

Thanks,

Katie

Thanks Katie
Kudos0

Re: Can not reinstall onlinefamily on 1 PC

Katie,

      I see now. Someone posted a response on my post. Sorry didn't get that right away, my bad. I've made the suggested changes to the kids computers by turning off the web component in Avast. I'll let you know if anything locks up again.

Thank you

Sincerely

Geno AKA Dr Cyberstein

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