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Kudos0

Can't get things working! Please help

Hi, I know it must be me, but I am lost.  i've downloaded the program but my problem I think is assigning the user account.  I just want a single user account for all family members.  In the help menu, it says once downloaded go to the "Connection to the web site was successful" window.  How do I get to that window?  I tried to even uninstall and start over but it doesn't accept my email/password to do the uninstall.  It shows no activity for the last few days and I know that is incorrect so I'm just not sure how to get this thing working or what I am doing wrong.  Any help would be appreciated.. 

Replies

Kudos0

Re: Can't get things working! Please help

Hi, I know it must be me, but I am lost.  i've downloaded the program but my problem I think is assigning the user account.  I just want a single user account for all family members.  In the help menu, it says once downloaded go to the "Connection to the web site was successful" window.  How do I get to that window?  I tried to even uninstall and start over but it doesn't accept my email/password to do the uninstall.  It shows no activity for the last few days and I know that is incorrect so I'm just not sure how to get this thing working or what I am doing wrong.  Any help would be appreciated.. 
Kudos0

Re: Can't get things working! Please help

Could you do the following:

1) Reboot your system. Once the system is rebooted, what color is the Online Family icon (it looks like dog's footprint) in the tray?

2) Right click on it.

Two things may happen:

- "Bind" dialog will show up (it'll have the following prompts: computer name, email, password) - in the case specify the requested information and continue

- A menu will popup. In the case select "Edit Accounts" item. You'll be prompted for your email\password account.

In both cases you'll be taken to a dialog where you can associate your Windows accounts with children. Fill it up and continue.

House rules should get downloaded and the account will start to be monitored.

NOTE: Since you have only one account, you'll be able to set up rules for that account only. So all users sharing the same account will be restricted in the same way. If you'd like to impose different rules for different family members, it is recommended that you'd create a separate account for each user.

Thanks,

Ilya

Kudos0

Re: Can't get things working! Please help

Thank you for answering so quickly.  I rebooted..On reboot it told me it was unable to retrive any child accounts.  The icon is yellow with the footprint.  I right clicked and went to edit accounts, but it will not accept my email/password.  I don't know if this should be different from when I logged on to the program or not, but I get a message that parent email or pw is incorrect.  Can you help me maybe reset that?  Thanks so much, Anita
Kudos0

Re: Can't get things working! Please help

The email\password are the ones that you used to create your account on Web portal (onlinefamily.norton.com). Can you log in to the portal using the same email\password you typed into the authenticatoin dialog?
Kudos0

Re: Can't get things working! Please help

Yes, I'm using the same email/pw that I used to get onto the program and it works there, but when I type it into this dialogue box it tells me this comuter is not recognized and to add the computer to Online Family Norton.
Kudos0

Re: Can't get things working! Please help

What is the version of software you're using (right click on "Online Family" icon and select "About Norton Safety Minder")? 

Since you can log into Web portal, could you do the following:

- Once on portal, select a child and click "Settings"

- Under "Settings" go to "Profile"

Do you see at least one computer there? Do you see any accounts under the computer? Is child associated with any accounts?

If not, select the account to associate with the child and click "Update Settings"

Now right click on the "Online Family" icon and select "Update House Rules". After several seconds a tray popup should notify you that the rules are updated.

Let me know if you don't see any computers under the child's profile. I'll send you instructions for reinstalling the client part.

Kudos0

Re: Can't get things working! Please help

Hi again,

The versions is 1.0.3.18

When I logged on it shows one child which is correct.  When I went to settings and then to profile it says that "Meg is not currently assigned to a computer."  but I couldn't figure out how to get her assigned to it from there. I only have one child so I just need it to work for any activity on the computer.

Thanks,

anita

Kudos0

Re: Can't get things working! Please help

It appears that your family is set up correctly on Web portal.

I suggest we reinstall the client. To do this:

- Go to "uninstall Norton Safety Minder software"

- At some point you'll be asked for your email\password (per your previous posts I take that you've already been on the screen)

- Unplug your network cable (disable wireless if you're going over wireless connection)

- Type in and submit your VALID email\password.

- After several notifications, uninstallation should be completed.

- Plug the network cable back in

- Reboot your computer.

After reboot check that "Norton Online" and "Norton Safety Minder" are not present in the installed programs list anymore.

Now let's try to install the software again. Once the installation is completed a dialog should popup prompting for:

- Computer Name (some unique name that identifies your computer)

- Email

- Password

The latter two are the email\password you used to on the portal.

Submit those.

The next screen will be "Associate" screen. Use the screen to associate Meg with one of the windows accounts. Submit.

After several seconds rules will be updated and the account will be monitored...

Kudos0

Re: Can't get things working! Please help

There  are two ways to assign a child to an account on the machine.

The first is the one you pointed out, through the web site. On the page you visited, if you want to assign your child to a particular account you will have to do the following..

1. Select your child

2. On the Settings>Profile page, you will have all of the computers listed with the Windows accounts for those computers

3. These accounts will have a check box next to them, you will check any account that you want to associate with your child

4. Once this is done, you will press the UPDATE SETTINGS button on the bottom right of the screen

5. The machine that you associated the child to makes a call to the server periodically (every 3 minutes) to see if there are any changes it should be aware of, so the next time it makes this call it will pick up the association that you made on the web server.

The second method is done through the machine that you want to monitor,

1. Once the client software is installed you will have an icon displayed in the toolbar

2.  Right clicking on the icon will display a menu, one of the options is to EDIT ACCOUNTS

3. Selecting this option will display an authentication window (use the username and password that was used to create the family)

4. Once you've authenticated to the server, a window will be displayed with a list of the members of the family and a message stating if they are monitored on that machine or not

5. Select your child and press the CHANGE button, this will bring up a window with a list of the Windows accounts on that machine

6. Select the Windows accounts you want to associate your child to and press the OK button on this window and the Prior one

7. Once this is done, the machine will automatically start downloading the house rules for the child

Kudos0

Re: Can't get things working! Please help

I was able to uninstall by disconnecting the network cable.  I then went through the process of re installing the program.  I got to the Installation was successful and then asked to do a name, parent email, password.  I did that. Then when I hit connect, I get the message:  Norton Safety was unable to retrieve list of child accounts.  I think I got that previously when I installed.  How do I set up the child account or get it to retrieve it?  It is still showing a "Meg" icon I guess from the previous installation.  thanks for your patience.
Kudos0

Re: Can't get things working! Please help

Could you send me the contents of your local Administrators and Users group?

To do this navigate to Control Panel -> Administrative Tools -> Computer Management -> Users and Groups.

What Windows account do you want to monitor? Is this account a direct member of either of the above groups? Or is it a member of another group that is a member of one of the above groups?

What is the OS that you use?

Kudos0

Re: Can't get things working! Please help

when I go to the icon and click the edit accounts, when I get the parent sign in window it still says that this computer isn't recognized.  Add the computer and try again.  I don't know how to get it to recognize this computer.  I am only trying to install it on this computer.

thanks.

I have just uninstalled and reinstalled but I am having the same problem again.

thanks

Kudos0

Re: Can't get things working! Please help

At this point I'd like to find out how your Windows accounts are set up... 

Could you send me the contents of your local Administrators and Users group?

To do this in Windows navigate to Control Panel -> Administrative Tools -> Computer Management -> Users and Groups.

What Windows account do you want to monitor? Is the account a direct member of either of the above groups? Or is it a member of another group that is a member of one of the above groups?

What is the OS that you use?

Kudos0

Re: Can't get things working! Please help

Hi

When I go to the icon and to edit accounts,  I get the parent sign in box.  At this point upon typing in parent email and password, I get the message that the computer is not recognized.  Add this computyer to online family and try again.  I can't figure out why it doesn't recognize it.  I am only doing it on this one computer.  I previously uninstalled the program and reinstalled it and I am still hitting the same roadblock.  Thanks for any help you may have.

Kudos0

Re: Can't get things working! Please help

We're talking about two different things... Let's forget about Online Family for a second. I'm curious about the OS you're running. 

Are you using Windows or Mac OS? If it is Windows, could you navigate for me

<Start> button -> Control Panel -> Administrative Tools -> Computer Management

A new application will start. It'll have a tree on the left hand side. Expand "Local Users and Groups".

Go to Groups. Double click "Administrators" and send me the list of members. Repeat the same for "Users"

Thanks,

Ilya

Kudos0

Re: Can't get things working! Please help

I am on Vista.  I went to Computer, control panel, User accounts and family safety.  I clicked on User Account and there is one listed as Mike Administrator.  The only option I saw was a user account control button that could be turned on or off.  as of now it is on.  I don't know what Os is.l.I'm sorry.

Thanks, again

Kudos0

Re: Can't get things working! Please help

Vista = OS. Thanks!

1) Ok, instead of going to "User accounts and family safety" could you go to "Administrative Tools"? It should be at the same list in "Control Panel" 2nd or 3rd item from the top.

Once in "Administrative Tools" look for "Computer Management". Then collect members of Users and Administrators group the way how I described in my previous post...

2) Also in "Control Panel" double click "System" icon. A new window will open. Up on the top you'll find a section "Windows Edition". Could you let me know what is it? It should be something like "Windows Vista Home".

On the same screen locate "System Type". It should read something like "32-bit Operating System" (or 64-bit). Let me know which one is this...

Thanks,

Ilya

Kudos0

Re: Can't get things working! Please help

You've probably gone for the day, but that's ok....if you're still here I did go to system and it is Windows Vista Home Premium.  and it is 32 bit operating system.


I did go to control panel then administrative tools and then computer management, but then I couldn't find anything about users or administrators.  It had three sections :  system tools, storage and services and application...I clicked on all of them but they didn't seem to have what I was looking for.  I scanned the control panel and they have "user accounts" but that is the same iinfo we discussed earlier.

I just don't get it...it has to be something so simple I am missing.

Thanks, Anita

Kudos0

Re: Can't get things working! Please help

No problem, we can get the same information other way.

Basically, here is what we're hunting for: the reason why Online Family is not working on your system properly is that it does not see any accounts we can map on the system. We did test your configuration, so it it probably something unique about your home system and how your accounts are set up.

To get the list of users Online Family enumerates local Administrators and Users groups (it enumerates ONLY direct members, so if you have a user that is a member of some other group that is the member of the Administrators group, the user will be the Administrator on the system, you'll be able to log in with the account but it won't be visible to Online Family). Than it excludes all users that are disabled to log in by policy and "Special Users" as reported by Windows. For some reason after performing all of these, your list comes out empty. But I'm confident we'll find out why and make things work for you.

Could you do the following for me:

1) Go to "Start" menu. Type "cmd", do not press "Enter". Just above the typing area, you'll see several suggestions coming from Vista. One of them will read "CMD Shell". Right click on it and select "Run as Administrator". Accept whatever notifications Vista will show to you.

Now type the following:

net localgroup administrators

Send me whatever output will be produced

2) Repeat the same, only type

net localgroup users

3) Go to "Start" menu. Type "regedit" and press <Enter>. A window will be shown with a tree view on the left hand side. In the tree view expand (from the root):

- HKEY_LOCAL_MACHINE

- SOFTWARE

- Microsoft

- Windows NT

- CurrentVersion

- Winlogon

- SpecialAccounts

Now select "UserList" node and send me whatever you see on the right hand side (there should be a list of names and associated numbers).

NOTE: it is not a problem if you don't find the node. It is optional, I just need to know what is listed there IF you have it...

Kudos0

Re: Can't get things working! Please help

Hi again,

When I went to Start and typed cmd, I get one thing in the area above.....that is  cmd.exe

Do I need to click on that?  I didn't see CMD Shell. 

I do get the Run as Administrator option when I right click on the  cmd.exe but I haven't done it yet.

thank,

anita

Kudos0

Re: Can't get things working! Please help

Yes, "cmd.exe" is the same (it is CMD shell executable). Run "cmd.exe" as administrator. The rest should be the same
Kudos0

Re: Can't get things working! Please help

Hi,

For net localgroup administrators the message read: 

Administrator has complete and unrestricted access to the computer/domain.

Members

Administrator

Mike

For net localgroup users the message read:

Alias name users

comment: Users are prevented from making accidental or intentional system-wide changes and can run most applications.

Members

NT Authority/authenticated users

NT Autority/interactive

when I went back to Start to run regedit, it got all of the way to "winlogon" and the two options are:

autologon checked and gp extensions.  I didn't see a "special accounts." so I couldn't get to a User List.

thanks, anita

Kudos0

Re: Can't get things working! Please help

Could you clarify one more thing for me?

You said you're seeing "Norton Safety Minder was unable to retrieve your list of child accounts." during initial installation. Could you tell me what is the message's ending? Does it say:

- Check that you are connected to the internet and try again

OR

- Rebooting your system may fix the problem

?

Kudos0

Re: Can't get things working! Please help

It said check that you are connected to the Internet and retry again.

Of course I did both of those....I was connected and when I retried it just told me the same thing.

Kudos0

Re: Can't get things working! Please help

You'll be contacted soon to download and run our verification tool. Please follow the instructions and submit whatever files generated for us to research the issue more.

In the meantime, could you try the following:

1) Uninstall Online Family from your computer per instructions I sent earlier.

2) After uninstallation and reboot go to "Control Panel" -> "Programs and Features" and check that both Norton Online and Norton Safety Minder are uninstalled. If either of them is there, please uninstall it. Reboot your computer.

3) After product is uninstalled and system is rebooted please paste

C:\documents and settings\all users\application data\Norton\

into your windows explorer

Check if there is a folder there named {78CA3BF0-9C3B-40e1-B46D-38C877EF059A}

If it is, please, delete it and reboot the computer

4) Please go to registry editor (regedit.exe) and open

- HKEY_LOCAL_MACHINE

- SOFTWARE

- Norton

Please let me know if you see {78CA3BF0-9C3B-40e1-B46D-38C877EF059A} key there.

If it is there, please don't do anything for the time being.

5) Install Online Family and let me know if you still see the issue.

Kudos0

Re: Can't get things working! Please help

Hello ginyer,

My name is Jason and I recently sent you a PM(Private Message) through the forum.  You may check that message by selecting the picture of the envelope near the upper right corner when logged into the forum.

Thank you.

Jason

Message Edited by JasonC on 04-30-2009 09:23 AM
Kudos0

Re: Can't get things working! Please help

I am having the same problem but I am using Windows XP. I know the resolution is similar but partially different. Please assist.

Thanks

Kudos0

Re: Can't get things working! Please help

Hi denkow64,

 

I just sent you a Private Message.  You should be able to see the PM icon, a envelope image on the upper-right hand corner of the screen when you logged into the forum.  

 

Thanks,

Katie 

Thanks Katie

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