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Kudos0

Cannot LOgin with Error Message indicating Server Error; Customer Service Not Responding

After one day of using the trial Family Premier, I started to not be able to log in. After providing the correct credentials on the Norton Family webpage, I receive a Signing In notification and then "Oops: "Sorry, An error has occurred on the server. Please, try your request again later. An error has occurred with our service, your data is safe, but for your protection and to prevent any possible loss of data your request was halted. The error has been logged and reported and we will look into it shortly. "

I have tried to log in on 3 different computers with different OS as well as two different browsers all with the same message so I do not believe it is a client issue . I have contacted Customer Service via chat and was told a supervisor would call me back within 30-60 min. That was over two days ago and I have not received a phone call. I then called Customer Support after 60 minutes expired without a call and was promised a Technician would call me back within 24 hours. 48 hours later and no phone call. 

I am a trial user and this service started failing for me after 24 hours and Customer Service is non-responsive to-date.

Replies

Kudos0

Re: Cannot LOgin with Error Message indicating Server Error; Customer Service Not Responding

I haven't even managed to get this installed on my kids computer. If it's the product not installing properly, then eventually getting to a stage where I can login in the installer, but get a "Servers are temporarily unavailable message", and now this when trying to login to the family safety site so that I can re-download the installer. Nothing but problems with this product thus far. It really shouldn't be so difficult to get this working.

Kudos0

Re: Cannot LOgin with Error Message indicating Server Error; Customer Service Not Responding

Hi Lisa_M,

Are you still experiencing the issue?  I'm not able to reproduce the error.  If you are still seeing the error, can you please send me a private message with the following information via the forum by clicking Inbox at upper right hand corner?

1. Your Norton Family account email address. 

2. How many devices are associated with the NF account.

Thanks

Katie

Thanks Katie
Kudos0

Re: Cannot LOgin with Error Message indicating Server Error; Customer Service Not Responding

Hi Teej,

I've sent you a private message.  Please check the message via the forum by clicking Inbox at upper right hand corner.

Thanks

Katie

Thanks Katie
Accepted Solution
Kudos0

Re: Cannot LOgin with Error Message indicating Server Error; Customer Service Not Responding

Hi,

Both "Lisa_M" and "Teej" have sent private messages to me and confirmed it's working for them now.

Our team has updated Norton Family Web portal and corrected the issue.

Thanks

Katie

Thanks Katie
Kudos0

Re: Cannot LOgin with Error Message indicating Server Error; Customer Service Not Responding

Yep, me too having same problem now two days a row send me solution please. At all I cant delete NF from my PC

Kudos0

Re: Cannot LOgin with Error Message indicating Server Error; Customer Service Not Responding

Hi Belov,

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: Cannot LOgin with Error Message indicating Server Error; Customer Service Not Responding

Katie thanks for your rapid answer... I've send my email by the private message.

Kudos0

Re: Cannot LOgin with Error Message indicating Server Error; Customer Service Not Responding

Hi Belov,

Please try to log onto your Norton Family online account again to see it starts working?

Thanks

Katie

Thanks Katie
Kudos0

Re: Cannot LOgin with Error Message indicating Server Error; Customer Service Not Responding

i have the same problem, help me please..!!!!

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Kudos0

Re: Cannot LOgin with Error Message indicating Server Error; Customer Service Not Responding

Hi GabrielaVal,

The issue you are experiencing is different from others.  For yours, please check out the link below:

https://community.norton.com/en/comment/6673301#comment-6673301

Thanks

Katie

Thanks Katie
Kudos0

Re: Cannot LOgin with Error Message indicating Server Error; Customer Service Not Responding

thank you so much...!!!

service to client is very good 

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