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Kudos0

Child and Devices have disappeared from the profile

The Child account and all android devices have disappeared from my profile.  When I chatted with support via IM on 8/28/2016, I was told it was related to a widespread issue on Norton Family and that other users are also affected.  Additionally, I was told to continue to sign in each day to see if the issue has been resolved.  I'm unable to log in today due to the issue that I see others reporting.  Any update or status on resolving the missing Child and Devices on accounts?

Replies

Kudos0

Re: Child and Devices have disappeared from the profile

Hi nortonquestion,

The team is currently working on the login error.  After the issue is corrected (you are able to log onto your Norton Family account) and devices are still missing, please let me know.  We will check into this.

Thanks

Katie

Thanks Katie
Kudos0

Re: Child and Devices have disappeared from the profile

I'm able to log in now, but am still unable to see the child account and mobile devices.
Kudos0

Re: Child and Devices have disappeared from the profile

Is there any way to get support for making the product work other than this forum or waiting the long times on the chat?

Kudos0

Re: Child and Devices have disappeared from the profile

I was finally able to connect with someone via IM, who proceeded to troubleshoot the missing devices/child accounts by uninstalling and reinstalling Norton Family on my desktop, wanted to clear out temporary files and adjust my Internet settings, wanted to me to adjust my Android settings, and finally asked me to just recreate the Child account.

While she meant well, I don't feel she was familiar with the root issue.  My experience with the IM support has been frustrating as the person a few days ago wanted to remote into my machine, only to tell me once that occurred that it is a server problem and to check back later.  There seems to be a lot of canned responses and long delays which I'm assuming means they have more IM sessions going than they can actually support.

I will try to recreate the account on my own, and uninstall/reinstall on the individual devices.  If that doesn't work, I'm assuming the only option to getting parental controls working is to find another company's product.

Kudos0

Re: Child and Devices have disappeared from the profile

Hi nortonquestion,

Please check the link: https://community.norton.com/en/forums/issue-being-unable-display-your-a...

If you made no changes during this time, your Norton Online Family account should be working as it had before.

If, during your period of degraded service, you noticed the problem and recreated your family’s users and devices yourself, we have preserved your new settings rather than reinstating the previous settings from before the move.

Can you please confirm you want to have your original settings back and remove what you have reset during the period of degraded service?

If yes, 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

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