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Kudos0

An error has occurred with our service but Your data is safe.

When I attempt to log in to family.norton.com I only get this message: An error has occurred with our service but Your data is safe. Please advise.

Replies

Kudos0

Re: An error has occurred with our service but Your data is safe.

Hi ronshome,

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
Kudos0

Re: An error has occurred with our service but Your data is safe.

done
Kudos0

Re: An error has occurred with our service but Your data is safe.

Hi ronshome,

Thanks for the information and the team will check into the issue.

Thanks

Katie

Thanks Katie
Kudos0

Re: An error has occurred with our service but Your data is safe.

Hi ronshome,

Our engineering team checked the issue and found you have 48 machines configured to a child.  As you know, the Norton Family program was designed for family use and the unexpected huge data can cause some time out.

The team is working on the issue and will address this in a future release.

Thanks

Katie

Thanks Katie
Kudos0

Re: An error has occurred with our service but Your data is safe.

Hello!

Ihave the same problem, but i can't even login or uninstall devices that is configured to the child. what should i do?

Kudos0

Re: An error has occurred with our service but Your data is safe.

Hi Kunskapsljuset,

Just want to narrow down what's causing the issue, can you please let me know how many devices are under your Norton Family account?

Also, to investigate the issue further, 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
Kudos0

Re: An error has occurred with our service but Your data is safe.

Hello,

I dont really know how many devices i have. I have just sent you my email by private message.

Kudos0

Re: An error has occurred with our service but Your data is safe.

Hi Kunskapsljuset,

If you "dont really know how many devices i have",  I assume you have a large number of devices associated with the Norton Family account.   The Norton Family program was designed for family use and the unexpected huge data can cause some time out.

The team is working on the issue and will address this in a future release.

Thanks

Katie

Thanks Katie
Kudos0

Re: An error has occurred with our service but Your data is safe.

Hello,

Well yeah that is why i am trying to uninstall it from some of the devices but without success.

Kudos0

Re: An error has occurred with our service but Your data is safe.

Kunskapsljuset,

Are you trying to uninstall Norton Family from some of the devices?  You mentioned "without success".  Can you please let me know what happens when you do that?  Did you see any errors during un-installation?  Or you still see the error message when trying to log onto your NF online account after uninstalling  Norton Family from some of the devices.  How many devices you have uninstalled Norton Family from?

Thanks

Katie

Thanks Katie
Kudos0

Re: An error has occurred with our service but Your data is safe.

Hello,

Yes. i get an error message about that the norton family server timeout and is not available right now when i enter my email and password. I thought that if uninstall some of the devices i would be able to login to my account online.

Kudos0

Re: An error has occurred with our service but Your data is safe.

Hi Kunskapsljuset,

You can uninstall the NF client from child devices. If you also get error when trying to do so, please let us know.

Thanks

Katie

Thanks Katie
Kudos0

Re: An error has occurred with our service but Your data is safe.

We don't want to uninstall the NF client from the devices, we still want to continue to use the service, but we can't currently access the online dashboard to whitelist or block.  What is the estimated time we'd have to wait for a release or upgrade that can resolved this?  Weeks, months, or years?  thanks!

Kudos0

Re: An error has occurred with our service but Your data is safe.

hello,

will uninstalling NF make me able to login to the dashboard? If not how long time is this going to take do i have to use other companies instead? thanks

Kudos0

Re: An error has occurred with our service but Your data is safe.

Hi,

For family use, the normal number of devices are relatively small, so for most of the families, they don't see the error message. The reason you experience the issue is a large number of devices are associated with your Norton Family account.  If you uninstall some/most of the devices for now, you should be able to access the website.

I'll check with the team on the issue.

Thanks

Katie 

Thanks Katie
Kudos0

Re: An error has occurred with our service but Your data is safe.

Well i understand that as you have mentioned it before. What is the limit for each account/child? and can't you help us to remove some of the users so we can login? 

Kudos0

Re: An error has occurred with our service but Your data is safe.

Hi Kunskapsljuset,

Thanks for the update.  For your own security protection, it would be a better idea if you uninstall Norton Family from devices instead of removing user profiles.

Thanks

Katie

Thanks Katie
Kudos0

Re: An error has occurred with our service but Your data is safe.

i sent you a message as well katieq since i am having same issues.

Kudos0

Re: An error has occurred with our service but Your data is safe.

Hi mystressia,

I got the message.  We are check into this.

Thanks

Katie

Thanks Katie
Kudos0

Re: An error has occurred with our service but Your data is safe.

Hi Katie, I do have the same problem after installing the software on my second computer. I cannot uninstall the software either on this second machine as it verifies my online account and it is not recognized. I have sent you a private message with my account details.

Kudos0

Re: An error has occurred with our service but Your data is safe.

Hi Katie, I do have the same problem after installing the software on my second computer. I cannot uninstall the software either on this second machine as it verifies my online account and it is not recognized. I have sent you a private message with my account details.

Kudos0

Re: An error has occurred with our service but Your data is safe.

I can't uninstall the devices! since it says that the norton family server is busy

Kudos0

Re: An error has occurred with our service but Your data is safe.

The team is checking into the issue.  I'll keep you update.

Thanks

Katie

Thanks Katie
Kudos0

Re: An error has occurred with our service but Your data is safe.

The issue should have been corrected.  Please log onto your Norton Family account again to see it works.  If you have a large number of devices, the issue is not related to that.

Thanks

Katie

Thanks Katie
Kudos0

Re: An error has occurred with our service but Your data is safe.

Hi Katie,

System works now on my two computers. Thanks for fixing this issue.

By the way, after the trial period, what will be the cost if I decide to pay for the premium service? Is it based on the number of computers (2) or child accounts (2 as well)? What's happen if I add an Android phone ( = 3 devices) ?

=> Is it the same price or is the price higher only as from a certain quantity of devices to survey ?

Thanks and regards

Kudos0

Re: An error has occurred with our service but Your data is safe.

Hi aafroggy,

Thanks for the update.  I'm glad to hear it's working now.

For premier service, it's $49.00 per year for multiple devices.  You are ok with devices you have.  For multiple Android devices, that works fine too.

The $49.00 is for per Norton Family account, not related to number of devices.

Thanks

Katie

Thanks Katie
Kudos0

Re: An error has occurred with our service but Your data is safe.

Hey! It works now thanks 

Kudos0

Re: An error has occurred with our service but Your data is safe.

Hi Kunskapsljuset,

Thanks for the update.

Thanks

Katie

Thanks Katie

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