• All Community
    • All Community
    • Forums
    • Ideas
    • Blogs
Advanced

Not what you are looking for? Ask the experts!

Kudos0

Child missing

Using the Norton Online Family Premier System now we lost one of our children. I noticed this last week, the week before he still had been listed.

I tried to generate a new profile, but now I can't connect this with the used PC and Mobile. I even deinstalled the App from the Mobile and installed it newly. I can choose the new generated profile of the child, but when I click "ready" there ist the red marked massage:"already registered" and I can't continue.

By the way, I can't remove any child or device actively.

In summary, child and mobile aren't guarded. What to do now?

Thanks,

Susan

Replies

Kudos0

Re: Child missing

I had this too... I had to add the missing children back.  I never did get any explanation as to what happened....  makes me REAL confident in the ability to protect our children!!

Kudos0

Re: Child missing

Hi SusanH,

Can you please send me a private message via the forum by clicking Inbox at upper right hand corner with the following information?

1. Norton Family account email address

2. the missing child's profile name

3.You mentioned "I can't remove any child or device actively"  What exactly happens when you try to remove them? any errors?

4. You said  you get ""already registered" message for the Android mobile device.  What happens after you uninstall/reinstall Norton Family on the Windows PC, are you able to associate the new child profile to the child's Windows account successfully for the Windows PC?

Thanks

Katie

Thanks Katie
Kudos0

Re: Child missing

Hi SusanH,

We are checking into why the child profile is missing.  In the meantime, please follow the steps to get the child monitored again.

  1. Login to portal
  2. Click on configure family link
  3. Delete device with name ‘4 HUAWEI Y530-U00-2’ (by hovering your mouse over the device, then you get the option to delete it)
  4. Reinstall NF in child device

Thanks

Katoe

Thanks Katie

This thread is closed from further comment. Please visit the forum to start a new thread.