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Kudos0

Can't update account settings after removing & reinstalling Norton Family

A month or so ago, I removed Norton Family from my daughter's Win7x64 laptop (due to some transient performance issues), and more recently attempted to reinstall it. Unfortunately, after I reinstall the product, when I attempt to set the accounts used by my children on that device, a problem arises.

Initially, I right click on Norton Family, and select 'Edit Accounts'. I'm able to log in normally.

But after modifying the account settings and hitting Finish, I'm presented with another 'Parent Sign-in' pop-up window, the same as the initial one that I signed into the product with. This window simply goes away and comes back blank each time I attempt to authenticate. If I finally give up and click Cancel, I get a pop-up with "An error occurred while trying to update your settings. Please try again later."

I've tried completely removing Norton Family, even searching for and removing leftover files and registry settings. I also tried removing the device from my Norton Family web account. Nothing seems to make a difference.

I've also searched for similar issues in this forum, though this isn't something conducive to easy search term formulation, with no luck. Have others seen this problem, and is there a simple workaround?

Thanks

John

Replies

Kudos0

Re: Can't update account settings after removing & reinstalling Norton Family

A month or so ago, I removed Norton Family from my daughter's Win7x64 laptop (due to some transient performance issues), and more recently attempted to reinstall it. Unfortunately, after I reinstall the product, when I attempt to set the accounts used by my children on that device, a problem arises.

Initially, I right click on Norton Family, and select 'Edit Accounts'. I'm able to log in normally.

But after modifying the account settings and hitting Finish, I'm presented with another 'Parent Sign-in' pop-up window, the same as the initial one that I signed into the product with. This window simply goes away and comes back blank each time I attempt to authenticate. If I finally give up and click Cancel, I get a pop-up with "An error occurred while trying to update your settings. Please try again later."

I've tried completely removing Norton Family, even searching for and removing leftover files and registry settings. I also tried removing the device from my Norton Family web account. Nothing seems to make a difference.

I've also searched for similar issues in this forum, though this isn't something conducive to easy search term formulation, with no luck. Have others seen this problem, and is there a simple workaround?

Thanks

John

Kudos0

Re: Can't update account settings after removing & reinstalling Norton Family

Hi johnmccash,

How many websites are on each of the allowed or block list at Settings -> Web?  What settings are you trying change?

Thanks,

Katie

Thanks Katie
Kudos0

Re: Can't update account settings after removing & reinstalling Norton Family

Hello,

I have the same problem.  I removed the nroton products from my parents computers, upgraded it from vista to 7 - (64bit) reinstalled norton 360 and then norton online family.  The accounts looked like they linked but didn't.  I removed the accounts from norton and uninstalled the product and then reinstalled the product and added the accounts back with no luck.

mc

Kudos0

Re: Can't update account settings after removing & reinstalling Norton Family

Just a few sites specifically listed. The update I'm trying to make is just the initial one that assigns the accounts used by my children. When I log into their accounts after this, Norton Family appears to be installed, but the account rules don't appear to be set to their accounts at all. It looks to me as though the initial update to the website to assign the local accounts to my children never takes place after I set them locally in Norton Family. Does that make sense?

John

Kudos0

Re: Can't update account settings after removing & reinstalling Norton Family

Hi swordstar,

You mentioned "...reinstalled the product and added the accounts back with no luck."  What exactly happens after you reinstall the program?  You can't change the settings at Settings -> Web?  What about other functions, like is the Web activity still logged at Activity -> Web?

Thanks

Katie

Thanks Katie
Kudos0

Re: Can't update account settings after removing & reinstalling Norton Family

hello,

when I initially reinstalled the product, it identified all of the existing users that I had previously setup under windows Vista. The program however would not actually block anything, nor would the house rules show up.

So I uninstalled the program again, 360 also, reinstalled 360, and then norton family.  Same issue, accounts were recognized, but no rules would show up or apply. 

then I logged in to the web interface again and removed all of the users, then logged into the client on the pc and also removed all of the users, uninstalled all the norton product and rebooted.

then I reinstalled 360, and then again added family back.  Then I attempted to add the users via the client and that failed.  I opened the web interface and added the users back there, it was flakey in that only the first user initially would add without error.  eventually after logging in and out several times, that I was able to get all the users back into the web interface.  Then I opened the client on the pc and the users showed up, I re-associated them with the users on the pc, and no rules would apply. I rebooted several times and no luck.

I also ran live update several times to see if there was something else missing and other than virus defs, no other updates applied.

amazingly though now the next day it started to work with out having done anything.... 

mc

Kudos0

Re: Can't update account settings after removing & reinstalling Norton Family

Hi swordstar,

Thanks for the update. 

Thanks,

Katie

Thanks Katie
Kudos0

Re: Can't update account settings after removing & reinstalling Norton Family

Oho! I may be onto something here! I hadn't realized you can edit the account information from the website as well once the product is installed on a given computer and has checked in. After going in and unassigning/reassigning my kids accounts from the website directly, rather than through the application, it looks like it's working now. I'll have to reboot and check again to confirm (and  can't at the moment), but this may have fixed the issue.

John

Accepted Solution
Kudos0

Re: Can't update account settings after removing & reinstalling Norton Family

Hi johnmccash,

I'm glad to hear that.  Let me know how it turns out.

Thanks,

Katie

Thanks Katie

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