Hello, we've been having problems when trying to edit or view the house rules on the web portal. I've tried three different computers and two different browsers (firefox and Internet Explorer).
What happens when you try to edit the house rules? They can't be saved?
Hi Katie, When I try to select the Web rules (and Time also), I the browser gets a spinning wheel and does not display the settings (see attached snapshot).
Please let us know what version of browser Firefox and IE you use to access the websites.
Hi Katie, I'm using IE11 and Firefox version 34. Funny thing, I just checked another computer that has IE10 on it and it works fine so my problem seems to be solved.
Thanks for the update.
Hi Katie, today I removed IE11 from one of our computers and installed IE10 thinking that should work but I ran into the same problem so I'm not sure IE11 was the problem. Just wanted to let your team know.
Can you please let me know what security product(s) and version(s) you have on the PC?
Hi Katie, I have Microsoft Security Essentials for Windows 7 installed on all the computers I use. While testing, I also found that once I login (on the non-working computer) and go to House Rules, I cannot click any of the links like Web or Time, I just get a spinning wheel. When I viewed the html source code, I found that I can type
https://family.norton.com/familysafety/timeStart.fs to get to the Time settings
https://family.norton.com/familysafety/childWebStart.fs to get to the Web settings
Maybe this will help your team find the problem is with the links.
Katie, I see a lot of users cannot login to Online Family. I also have / had that problem when I try to login on the main webpage:
To get on, I went to Multiplatform support at the bottom of that page then selected Norton Family vs. Premier and clicked Get Norton Family which allowed me to login.
Hope this info helps.
I've also been having problems for the past two days.
The sign in button doesn't work.
I click on premier then click on get norton Family.
I sign in there.
But when I click on Time under House rules it just sits there.
Windows 7 Ultimate
Coogle Chrome Version 39.0.2171.95 m
You have a problem.
Hi arabethia and MichaelJP,
The teams is investigating the issue. I'll keep you posted as soon as I get any updates.
Thanks for the information.
MichaelJP, once you login, try these url to get to the different links, they seem to work for me:
Thank you, I was able to access the pages, but unable to save changes.
Good point, I had not tried saving any changes. I am also not able to save changes using the save button.
Katie, I've just tried logging in to OnlineFamily using a Mac computer with Firefox and it works correctly. I'm using Mac 10.6.7 and Firefox version 34.0.5. I am also able to edit and save changes to the House Rules. All the links seem to work correctly.
Hope this helps.
Looks like its down again.
MichaelJP and arabethia,
The login issue has been corrected by the team. Please check again to see if it starts working for you?
The Norton Family team has corrected a login issue. Can you please try again to see if the features start to work for you WITHOUT using the workaround you used? I'm not sure the issues you were/are experiencing is the same as the login issue or not. If not, we will work further on this.
Nope, Just tried it and its still not working.
I'd like to have a remote session with you. If you are interested, please send me a private message via the forum by clicking Inbox at upper right hand corner and let me know what state or country you are in.
Hi Katie, I just tried logging on normally without the workaround using Internet Explorer, Firefox, and Safari on a Windows 7 computer and cannot login. When I click the Sign In link at the top right of the webpage nothing happens.
I worked with another user, Michael in the thread. He seemed to be able to make it work on some of the browsers. Can you please try the following to see if helps?
For Chrome, can you please check the following to see if the settings on Chrome is the reason.
For details on different browsers, please check out the Support link from Microsoft.
Katie, I tried the settings change for all browsers as referenced in the Microsoft article but that didn't fix the problem...nothing happens when I click the Sign In link using both Safari and Firefox and Internet Explorer.
And when I use Internet Explorer debugging mode, I see the following error:
SCRIPT5007: The value of the property 's_gi' is null or undefined, not a Function objectloginStart.fs, line 1668 character 5
Thanks for the update. I haven't been able to reproduce the issue. Can you please check to see if you have the latest version of Norton Family Windows client 126.96.36.199 on the PC? To find the version, please click the Norton Family icon in the system tray and select “About Norton Family”.
I don't have the Norton Family client installed on any of the computers except the one that my daughter uses. I can check that when I get home. Do I need the client installed to login to the management portal website? I don't have the client installed on the Mac computer and my main laptop at home both can login to the management portal website and make changes without a problem.
You don't need to have Norton Family program installed on the device that you monitor the child. That's one of the beauty parts of the program.
Hi Katie, the Norton family version on my daughters computer is current 188.8.131.52.
I also tried logging in to the Norton family website using our Surface tablet and it works correctly. Its strange that our other laptops are having problems but I think I should be ok with using the Mac or the Surface to login. If you would like me to try something else on the non working laptops, please let me know.
The issue should have been resolved for all versions of IE, FF and chrome. Please let me know if it works for you.
Hi Katie, good news! It looks like whatever the problem was has been resolved as I can now login and edit house rules with all our computers. Thanks for your help.
Thank you very much for the update. Our team made some changes in the latest update and that corrected the issue.
If you are experiencing an issue that needs urgent assistance please visit our customer support area:
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