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Kudos0

can not uninstall norton family, says wrong password

i installed norton family recently after  different parental controls, Qustodio, Window family, K9, stopped working after a while.....  it seemed to suit my needs for couple days, alas my kid somehow hacked into it and made it not working again

now i want to unistall it and start over, i typed in the same email and passward i use to sign in the family portal, but it says wrong passward/username

i looked up this problem  and people started having  this same uninstall problem since 2009 and one remedy is to remove network cable or disconnect wifi,  the reasoning is when there is no internet, there would be way to verify and uninstall would proceed

 however I  disabled wifi ,   it still says wrong username/password

this is the very first time out of many years of computer use I am not able to uninstall a program, also the first time when uninstall requires  username/PW verification it  fails even when they are the correct

very fustrating,  Please Help !!!    

Replies

Kudos0

Re: can not uninstall norton family, says wrong password

i installed norton family recently after  different parental controls, Qustodio, Window family, K9, stopped working after a while.....  it seemed to suit my needs for couple days, alas my kid somehow hacked into it and made it not working again

now i want to unistall it and start over, i typed in the same email and passward i use to sign in the family portal, but it says wrong passward/username

i looked up this problem  and people started having  this same uninstall problem since 2009 and one remedy is to remove network cable or disconnect wifi,  the reasoning is when there is no internet, there would be way to verify and uninstall would proceed

 however I  disabled wifi ,   it still says wrong username/password

this is the very first time out of many years of computer use I am not able to uninstall a program, also the first time when uninstall requires  username/PW verification it  fails even when they are the correct

very fustrating,  Please Help !!!    

Kudos0

Re: can not uninstall norton family, says wrong password

Can you try and log in to account.norton.com and see if your credentials are correct.

BTW the reason we don't allow the software to be removed by anyone, is that we are trying to prevent children from just removing the software. You have to be the "owner/administrator/parent" to be able to remvoe the software.

Kudos0

Re: can not uninstall norton family, says wrong password

hi Matt

 

yes, I provide the same username/password i successfully sign into the norton website

 

while I understand Norton does not allow just anyone to uninstall,  I am the parent and i am providing the correct credential to uninstall, yet  it keeps saying the username/PW is incorrect !!

from research I have seen this very same problem popping up on this forum since 2009 and it's still not corrected by Norton, and it's not supposed to be difficult to correct

the only reason I can think of is Norton simply does not want this product to be uninstalled by anyone, not even the parent 

how else can you explain even by  providing the correct username/PW   it  keeps saying wrong username/PW and Norton has not corrected this simple authetication problem since 2009 ?  

http://community.norton.com/t5/Norton-Family/Cannot-Uninstall-Saftey-Minder/m-p/117693/message-uid/117693/highlight/true#U117693

https://community.norton.com/t5/Norton-Family/Cannot-Uninstall-Norton-Safety-Minder/td-p/508580

if this is not the case, please tell me how to uninstall this Norton family parental control ?    thank you

 

 

 

Kudos0

Re: can not uninstall norton family, says wrong password

We abviously want to allow parents to uninstall and having to put in credentials seems like an obvious choice to gate that ability.

That said, can you disconnect from your network and try again. It will not have the ability to check the credentials and allow the product to be uninstalled. If you are a child reading this be aware that the parent will be notified that the product was uninstalled.

Kudos0

Re: can not uninstall norton family, says wrong password

"We abviously want to allow parents to uninstall and having to put in credentials seems like an obvious choice to gate that ability."

 

of course, it's perfectly reasonable for Norton to ask for the person to provide the correct verification/credential through providing the correct username/PW in order to be able to uninstall, what I don't understand is:

 

1) why providing the correct credentials Norton says it's the wrong one

 

2) this simple programming error has not been rectified in 5 years since 2009 ?

 

 

I have used K9 , Qustodio,  etc, or any other software which require some kind of  password  to uninstall, i never had the same problem, Norton Family  is my  first time

anyways,  disabled wifi (no internet),  still it asks for username/PW and it fails again when I provide the correct credentials

Kudos0

Re: can not uninstall norton family, says wrong password

what is the exact error message you get?

Kudos0

Re: can not uninstall norton family, says wrong password

thank you for your prompt response

i having been trying to uninstall for the whole week, even with internet disconnected,   it says something like " wrong username/password, please try again"

i am at work right now,  I will reply with the exact error message or even post a pic of the error message,

thank you

Kudos0

Re: can not uninstall norton family, says wrong password

got a PM from KatieQ, deleted two files as instructed, and was able to reinstall Norton Family  (also uninstalls the existing NF automataically)

after a fresh re-install, now my credentials are properly aknowledged when I go to uninstall.........I really like the features of this parental control software  if the monitoring is working properly......... i  wanted to uninstall before because the monitoring stopped working  (my kid hacked into it ?)  and I wanted to uninstall and reinstall it to try to make it work, I guess whatever caused monitoring stopped working  also failed to recognize my credentials during uninstall

thank you very much for your prompt responses and help

Kudos0

Re: can not uninstall norton family, says wrong password

gweilo,

Matt and I talked about the issue.  We decided to send the steps to you by Private Message since each user has different products on their system in various states. 

We are glad to hear it works for you.  We will continue to look into the issue.

Thanks

Katie

Thanks Katie
Kudos0

Re: can not uninstall norton family, says wrong password

Can I receive the two files I need to delete KatieQ. I am having the same issue removing it from an old computer I bought for my son but now I want to use it as a backup. Thank You

Kudos0

Re: can not uninstall norton family, says wrong password

Hi airgrade,

I've sent you a private message with instructions to correct the issue.   Please check it by clicking Inbox at upper right hand corner in the forum.

Please let us know if these help.

Thanks

Katie

Thanks Katie
Kudos0

Re: can not uninstall norton family, says wrong password

Hi,

I have the same issue as gweilo and I need to uninstall NF. Pls help

Kudos0

Re: can not uninstall norton family, says wrong password

Hi feliciatshai,

I've sent you a private message with the steps that sent to user "gweilo".  Please let us know if it works for you.  

Thanks

Katie

Thanks Katie
Kudos0

Re: can not uninstall norton family, says wrong password

Hi,

Managed to delete those two files but have to delete in safe mode. Thanks for the prompt reply :)

Kudos0

Re: can not uninstall norton family, says wrong password

Thanks for the update.   Are you finally able to uninstall the program?

Thanks

Katie

Thanks Katie
Kudos0

Re: can not uninstall norton family, says wrong password

I can not uninstall Norton family. Please, could you help me?

Thanks,

Milo

Kudos0

Re: can not uninstall norton family, says wrong password

Hi Milo123,

Can you let me know you are the parent who owns the Norton Family account or a child?

Can you please let me know the exact issue you have with the program.

Thanks

Katie

Thanks Katie
Kudos0

Re: can not uninstall norton family, says wrong password

Having the same problem.  I just started using NF again and was able to get it monitoring the one computer but not the other.  Tried to uninstall so that I could download again and it will not recognize my parent email/password even though I am able to log in online.......  Please help me!

Thank you so much!

Kara

Kudos0

Re: can not uninstall norton family, says wrong password

Hi teamwharton,

Please do the following to see if they help.

1. Log onto your Norton Family account

2. You should be brought to the Configure Family page 

3. At bottom of the page, it's session Devices, hover over your mouse over the device that you want to uninstall (if you can see the device) and you should see a "-" sign in red and click it to remove the device, then save it.

4. Go back to uninstall Norton Family from the PC again as you did before, by doing these, the program won't be reading your password anymore.

Thanks

Katie

Thanks Katie

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