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Kudos0

Cannot remove devices from the Norton Family account

Katie,

I have been trying to remove 2 devices (it's actually the same device under 2 different names) from a Norton Family account without success. The software has been removed from the PC and I would like to have the device removed from the account before I attempt a reinstall, as I have already tried it 2 times and it's just not working.

I opened a support case last Wednesday and they have not been able to help. First they said it would be fixed in 48 hours, then they said over the weekend, and it still has not been fixed.

I will private you all the info.

Thanks in advance for your help.

- Dan

Replies

Kudos0

Re: Cannot remove devices from the Norton Family account

Hi dbdan22,

From one of your private messages, you mentioned you are getting "database error" when trying to remove a device from your Norton Family account.  Can you please let me know the exact error message?

Our development team has corrected an issue that is related to removing a device, which will be available in the next release.  I want to make sure you are getting the exact error as the one we have corrected.

Thanks

Katie

Thanks Katie
Kudos0

Re: Cannot remove devices from the Norton Family account

Hi,

The software has already been removed from the PC. I'm trying to remove the devices from the web site https://family.norton.com/

The error I'm getting is:

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.

Please return to the home page and log in again. If the problem persists, contact us for assistance.

Kudos0

Re: Cannot remove devices from the Norton Family account

Thanks dbdan22.  That's the same error that our development team has corrected.  The fix will be available in the next release.

Thanks

Katie

Thanks Katie
Kudos0

Re: Cannot remove devices from the Norton Family account

Hi,

I'm confused. Is it a fix to the Web site or a fix to the software that's installed on the PC? Because the software on the PC has already been removed. I just want to get rid of the entry on the web site before I reinstall.

So what am I supposed to do in the meantime?

Kudos0

Re: Cannot remove devices from the Norton Family account

I'm confused. The software has already been removed. Is the fix to your servers or to the software that runs on the PC? And what am I supposed to do in the meantime?

Kudos0

Re: Cannot remove devices from the Norton Family account

As Katie mentioned, we have fixed this issue, however it is not in production yet. So until it is, you will continue to see that machine on your list of devices on the website.

In the meantime you can install and bind again to a different machine name.

Kudos0

Re: Cannot remove devices from the Norton Family account

As Katie mentioned, we have fixed this issue, however it is not in production yet. So until it is, you will continue to see that machine on your list of devices on the website.

In the meantime you can install and bind again to a different machine name.

Accepted Solution
Kudos0

Re: Cannot remove devices from the Norton Family account

Hi dbdan22,

I checked with our development team.  They confirmed it’s a fix in portal side. So nothing to be done from software side. After the release, you need to log onto Norton Family account and  remove device again.

Thanks,

Katie

Thanks Katie
Kudos0

Re: Cannot remove devices from the Norton Family account

Thanks, Katie.

Kudos0

Re: Cannot remove devices from the Norton Family account

Well another 2 weeks have come and gone, and I still cannot remove these 2 devices from the Norton account. Still getting the "Sorry, An error has occurred on the server." error. When is this going to be fixed???

Kudos0

Re: Cannot remove devices from the Norton Family account

Hi dbdan22,

Can you please let me know the Norton Family version on the devices (or do you still have the program on the devices)?

Thanks

Katie

Thanks Katie
Kudos0

Re: Cannot remove devices from the Norton Family account

As I stated before, the software has already been removed from the devices, and I just want the entries to be removed from the database so I can reinstall without renaming the PC.

Kudos0

Re: Cannot remove devices from the Norton Family account

Thanks for the update.  I'll check with team on this and get back to you.

Thanks

Katie

Thanks Katie
Kudos0

Re: Cannot remove devices from the Norton Family account

Hi dbdan22,

The team has corrected the issue and will include it in the next release, which will be published as soon as it's ready.

Thanks

Katie

Thanks Katie
Kudos0

Re: Cannot remove devices from the Norton Family account

Katie,

Well another two weeks have gone by, and I still cannot remove that device from the account. I am still getting "Sorry, An error has occurred on the server. Please, try your request again later. "

I will private you the account.

Kudos0

Re: Cannot remove devices from the Norton Family account

I'm having the same issue, incredibly frustrating. Any news on a fix yet Norton?
Kudos0

Re: Cannot remove devices from the Norton Family account

Hi,

I'll check with team on the status of the release.  Thanks for your patience.

Thanks

Katie

Thanks Katie
Kudos0

Re: Cannot remove devices from the Norton Family account

Katie,

As of sometime today, I cannot even log in to that account without getting the ---

Sorry, An error has occurred on the server.

 Please, try your request again later.

--- as soon as I enter the username and password. It was working yesterday.

Please fix this as soon as possible. I'll private you the account.

Thanks

Kudos0

Re: Cannot remove devices from the Norton Family account

Hi dbdan22,

The login error "Sorry, An error has occurred on the server" is a known issue and the team is working on this.  

Thanks

Katie

Thanks Katie
Kudos0

Re: Cannot remove devices from the Norton Family account

OK, I can log into the account again.

But I still can't remove the two devices I want to remove. Still getting the error

Sorry, An error has occurred on the server.

Please, try your request again later.

Kudos0

Re: Cannot remove devices from the Norton Family account

Hi dbdan22,

The team is currently working on the release of next update.  The removing device issue will be corrected in the upcoming update.

Thanks for your patience.

Katie

Thanks Katie

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