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Kudos1 Stats

endless loop of uninstall/install!!!

I hope this problem can be explained by the servers being down and will be fixed by Symantec soon. My PC, HP Notebook running Windows 7 Premium 64 bit w/ IE 9 browser, keeps telling me I need to download the new version of Norton Family. I do this and then it says I'm trying to install an older version over a new version. I uninstall current version. I download 'new' version from norton online family website. I let installation engine run, says to restart to complete installation. I restart. Still get message saying I need to download Norton Family!!! ENDLESS LOOP!!!!! SO FRUSTRATING! This feature is why I buy NIS to start with. If it's not working, I won't spend the extra $$.

Replies

Kudos0

Re: endless loop of uninstall/install!!!

I hope this problem can be explained by the servers being down and will be fixed by Symantec soon. My PC, HP Notebook running Windows 7 Premium 64 bit w/ IE 9 browser, keeps telling me I need to download the new version of Norton Family. I do this and then it says I'm trying to install an older version over a new version. I uninstall current version. I download 'new' version from norton online family website. I let installation engine run, says to restart to complete installation. I restart. Still get message saying I need to download Norton Family!!! ENDLESS LOOP!!!!! SO FRUSTRATING! This feature is why I buy NIS to start with. If it's not working, I won't spend the extra $$.

Kudos2 Stats

Re: endless loop of uninstall/install!!!

I have same problem.  This is crazy.  I even uninstalled "device" and tried to readd my computer (since it was saying I already had a device by that name on my account).  This has been going on now for a week.  Norton, what are you doing to resolve this?

Kudos0

Re: endless loop of uninstall/install!!!

Did you get a solution to this issue?  I've been struggling with it all morning and am SO frustrated.  HELP!

Kudos1 Stats

Re: endless loop of uninstall/install!!!

I am happy that I have found that other people are experiencing this issue because I thought I was going crazy. Obviosuly there is a problem but it is very troubling that no representative from Symantec has acknowledged this problem here to at least say "hey, we know about this and are working on it". What about the moderators? I really would like to let my kids on the computer but honestly don't feel comfortable doing it without Norton Family since I am being and BAD and LAZY parent and don't want to sit with my kids at the computer LOL.

Kudos0

Re: endless loop of uninstall/install!!!

Hi SVKDeWitt,

I've sent you a private message.  Please check it when you get a chance.

Thanks,

Katie

Thanks Katie
Kudos0

Re: endless loop of uninstall/install!!!

Hi kellyjoyce,

I've also sent you a private message.  Please check it when you get a chance.

Thanks,

Katie

Thanks Katie
Kudos1 Stats

Re: endless loop of uninstall/install!!!

I have NOT been sent a private message--can Katie or someone from Symantec address this problem publicly?

Kudos1 Stats

Re: endless loop of uninstall/install!!!

May I have a secret private message too?  Because I'm having the same problem too, and my kids are doing heaven-knows-what at their computer.  

Thanks,

Steve

Kudos0

Re: endless loop of uninstall/install!!!

Hi everyone,

Thanks for the feedback. we've passed this feedback over to the team who are investigating. Katie has been sending private messages to those of you affected. If you haven't received one yet, please private message me or Katie with the following info:

  • Norton Account email you use to login into Norton Family
  • Whether or not you have Norton Safety Minder or Norton Family installed on your child's Windows' PC and if so, what version (you can find version by right clicking on the system tray icon and looking for "About Norton Safety Minder"/"About Norton Family
  • Whether or not you have NIS or N360 installed on your child's Windows PC and if so, what version
  • Any screenshots of the continuous loop experience (a picture is worth at least a 1000 words and really helps us a lot)

Thanks

Yvonne

Kudos0

Re: endless loop of uninstall/install!!!

I am the originator of this thread. I think my description suffices rather than a picture. There is no error message. It just stays in an ednless loop of saying I need to download the new version. I do this, let the uninstaller uninstall the previous version, restart as instructed, and then it acts as though I have not downloaded the new version and just wants me to click download now. It also doesn't matter what machine it is. It does the same thing. Doesn't matter what Norton product either! I have NIS 2012 on one and the brand spanking new NIS 2013 on the other. Also, the NOF website says the server is down.

Katie sent me a PM with instructions on how to make sure my old version of NOF was removed. I did this and successsfully removed the Norton Installer folder  {78CA3BF0-9C3B-40e1-B46D-38C877EF059A}. That did seem to fix the endless loop, but Norton server is down so I can't actually tell if anything is fixed yet. I can only hope your techs are working on this as much as the customers are. Sounds like many of us have spent many hours and days dealing with the issue in addition to having other jobs and responsibilities to tend to.

Kudos0

Re: endless loop of uninstall/install!!!

NORTON FAMILY VERSION 2.6.0.52

Kudos0

Re: endless loop of uninstall/install!!!

Hi lhuffaker,

I"ve sent you a private message.  Please check it when you get a chance.

Thanks

Katie

Thanks Katie
Kudos0

Re: endless loop of uninstall/install!!!

Hi RightBrain101,

I've also sent you a private message.  Please check it when you get a chance.

Thanks,

Katie

Thanks Katie
Kudos0

Re: endless loop of uninstall/install!!!

I have been experiencing Server being unavailable for few weeks now, and I try periodically to add back new device (computer) in order to re-assign my kids profile.   

I have sent private messages but never got any responses back.  

Yvonne or Katie, 

After the download and new install we are being asked to logon to add a computer, this is when I get  the message "the Norton Family server is temporarily unvailable.  Please try again later".

I am willing to sent print screen if necessary, just let me know, I cannot believe this issue has not been resolved yet.

Thanks

Kudos0

Re: endless loop of uninstall/install!!!

Just FYI it's also being discussed here:

http://community.norton.com/t5/Norton-Family/Norton-Parent-sign-on-not-working-since-saturday/td-p/858312

Same problem of not being able to do the Parent Sign In.

Brian

Kudos1 Stats

Re: endless loop of uninstall/install!!!

Hi KatieQ and Yvonne,

I think that EVERY CUSTOMER of Norton Family has been impacted by the issues. They are NOT problems on the computer side. They are problems on the server side. Symantec needs to fix this pronto, and also refund money customers have paid for the Premier service. The service is NOT WORKING. It has been NOT WORKING since early November, almost a month now. Symantec knows this, as evidenced by other posts. This is getting really aggravating.

Please provide a response that indicates more than "we know about the problem and are working on it". You have been saying the same thing for weeks now.

Kudos0

Re: endless loop of uninstall/install!!!

Parental controls used to be configured locally on each computer, and updates to blocked sites were downloaded just like virus definitions.  Then maybe a year ago Symantec changed it to server-based.  I wish they would go back to local configuration, it would avoid all of these problems.  Yes its harder to setup because you have to configure each computer, but I would gladly take that over these repeated server problems...

Kudos0

Re: endless loop of uninstall/install!!!

I'm still getting the message that my Norton Safety Minder is out of date when I log onto the onlinefamily.norton site and I need to download the new version, even though I've done this about 20 times now. So yeah. Still the endless loop. Not to mention the program not monitoring or recording any data as it should. I hope Norton techs are working the weekend!

Kudos0

Re: endless loop of uninstall/install!!!

I am having exactly the same endless loop problem.  It's really frustrating. 

Kudos0

Re: endless loop of uninstall/install!!!

I too keep getting a reinstall message. If I try to sign into Norton Family from the Norton software on the laptop in question it tells me I have an "internal server error" and cannot connect. Online it tells me that the computer is not monitored. I have installed X 2 with no change.

Does the secret message hold an answer??

Thanks John

Kudos0

Re: endless loop of uninstall/install!!!

No the private message did not hold the answer. I posted results and response after I followed instructions from my private message (which only sent me to an older post by a Symantec employee). It did not fix the problem because the problem can't be fixed on an individual user basis. It's obviously universal across all users of Norton Family. NOF at least is blocking unacceptable sites at the moment, but I can't add devices or users and there is no activity log. At this point I'm waiting until they announce a universal fix.

Kudos0

Re: endless loop of uninstall/install!!!

Hi zepol7,

I've sent you a private message.  Please check it when you get a chance.

Thanks,

Katie

Thanks Katie
Kudos2 Stats

Re: endless loop of uninstall/install!!!

I think it is reasonable at this time to ask for PUBLIC replies rather than private messages--since every one of these posts represents problems that all of us are experiencing. 

Kudos0

Re: endless loop of uninstall/install!!!

I followed the latest instruction, but still cannot get it work.   After downloading the new client, and I entered my account id and password correctly in Parent Sing In screen,   I got the message "The Norton  Family server is temporarily unavailable.  Please try again later".  I have Window 7. 

I have been trying for almost two weeks now, I wish I can get my money back.

John

Accepted Solution
Kudos2 Stats

Re: endless loop of uninstall/install!!!

I think I know what's happening, after time in consult with KatieQ.  I *think* the new install somehow duplicates the computers onto which it's being downloaded.  I went from having two profiles (one for each child) to four.  The program kept telling me the two old profiles were out of date.  Kind of like taking the kids to buy new shoes, then keeping the old ones and pointing to them all the time saying, "Look how yucky your old shoes are!"

Try this:

1.  Go to the Norton Family webpage. 

2.  Click the "settings" button (picture of gears)

3.  See how many accounts are there.  If there are more than the ones you had originally, delete the old/unused ones.  Try to keep the ones for the new upgrade. (if you're not sure, delete them all.  When you get on the computer with the new upgrade on it, you can assign a child.  I did; it worked like a charm).

4.  Click "save."

That solved the problem for me!  Hope it works for you too.

Kudos0

Re: endless loop of uninstall/install!!!

Thank you SVKDeWitt!  That fixed Norton Family for me, too. 

I went to the settings, and I did have two accounts for my child's computer.  I deleted the older one.  Norton Family did not start up right away, so I followed the instructions again in the message http://community.norton.com/t5/Norton-Family/Update-from-Norton-Family-Team-Regarding-Recent-Issues/td-p/860462 to start up in safe mode, remove Norton Family.  Then I reinstalled.  I had to go back to settings and re-select my child's computer again.  Norton Family then started working. 

Kudos1 Stats

Re: endless loop of uninstall/install!!!

Yeah, at least in the scope of Win 7, I think I saw these endless prompts, however, I just closed them out - - Norton Family (latest version 2.6.0.52) was already installed and actively working in sys tray. 

Regards,

H.B.

Kudos0

Re: endless loop of uninstall/install!!!

Symantec should hire you! First, I will say that we're seeing activity again on the online family website which means Norton Family servers are running again. Thanks for letting us know Symantec! :/  As far as those endless messages telling us to download the new version of NOF again and again, I think SVKDeWitt has solved. I too, had duplicates of my computers in the settings. Even though, I still get a message telling me to donload the new version, which I have countless times, at least the program is now functional on my machines. No thanks to any help from Symantec.

Kudos0

Re: endless loop of uninstall/install!!!

I'm still having this problem on both of my kids' machines, and have been for the last month.

I've spent almost two hours in chat and on the phone.

Any solutions to this?

Kudos0

Re: endless loop of uninstall/install!!!

Unfortunately, I tried the deleting computers and children thing mentioned above and and now I can't even log into the portal.

This is ceasing to be fun:(

Kudos0

Re: endless loop of uninstall/install!!!

THAT DOES NOT FIX THE PROBLEM. SERVICE IS BROKEN.  DON"T RELY ON NORTON FAMILY TO PROTECT YOUR KIDS. I AM USING THE MAC PARENTAL CONTROLS. SEEMS TO WORK UNLIKE NORTON.

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