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Kudos1 Stats

Error Message - Unable to retrieve data for this family

Hi For the last few days I am getting this error message when I access the Norton app on my Android phone (parent mode). "Unable to retrieve data for this family. Please try again later". It was working fine up until this point. Everything else on my phone is working normally. Any help please? Liam

Replies

Kudos0

Re: Error Message - Unable to retrieve data for this family

Hi LiamOBrien,

Can you please send me the following information, so we can check into the issue further?

1. Your Norton Family account email address by private message via the forum by clicking Inbox at upper right hand corner.

2. Can you please post a screen-shot of the error?

Instructions to post screenshots can be found here

https://community.norton.com/forums/how-post-image-forums-0

Thanks

Katie

Thanks Katie
Kudos1 Stats

Re: Error Message - Unable to retrieve data for this family

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Kudos0

Re: Error Message - Unable to retrieve data for this family

Your issue looks like the same one that I have when I try to get it off my son's phone or do any of the settings.

https://community.norton.com/en/forums/after-nf-maintenance-lost-all-account-settings

Kudos0

Re: Error Message - Unable to retrieve data for this family

Thanks LiamOBrien.  We are checking into this.

Thanks

Katie

Thanks Katie
Kudos0

Re: Error Message - Unable to retrieve data for this family

I'm receiving the very same error.  Does this have something to do with the fact that the premier trial ended?

please provide me with the solution that fixes the error in this thread.  Thanks

Kudos0

Re: Error Message - Unable to retrieve data for this family

Hi whitesoxxx,

Can you also please send me the following information, so we can check into the issue further?

1. Your Norton Family account email address by private message via the forum by clicking Inbox at upper right hand corner.

2. Can you please post a screen-shot of the error?

Instructions to post screenshots can be found here

https://community.norton.com/forums/how-post-image-forums-0

Thanks

Katie

Thanks Katie
Kudos0

Re: Error Message - Unable to retrieve data for this family

Hi ConnorW and whitesoxxx, 

The issue should have been corrected.  Please let us know if it started working for you.

Thanks

Katie

Thanks Katie
Kudos0

Re: Error Message - Unable to retrieve data for this family

Hi I started this thread. I am still getting this error. Liam
Kudos0

Re: Error Message - Unable to retrieve data for this family

Hi LiamOBrien,

Thanks for the post.  Can you please try again to see if it started working?

Thanks

Katie

Thanks Katie
Kudos0

Re: Error Message - Unable to retrieve data for this family

Hi All,

We recently moved all Norton Online Family user settings to a new data center, and some errors occurred that prevented the move of your family’s settings.

For a period of about a week, the Norton Online Family website was unable to display your family’s children and devices.

We have since fixed the problem, and have now successfully moved your family’s data to the new data center.

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.

Please let us know if you continue to experience any problems.  We value you as a customer, and we apologize for any trouble this move caused.

Thanks,

The Norton Family Team

Thanks Katie
Kudos0

Re: Error Message - Unable to retrieve data for this family

Hi Katie Thanks for your update in on the potential root cause of this, but unfortunately I am still getting the same error. Liam
Kudos0

Re: Error Message - Unable to retrieve data for this family

Hi LiamObrien,

Thanks for the update.  We will continue to check into this.  Thanks for your patience.

Thanks

Katie

Thanks Katie
Kudos0

Re: Error Message - Unable to retrieve data for this family

Hi LiamOBrien,

The issue has been resolved for your account.  Please check it again and let me know if it started working.

Thanks

Katie

Thanks Katie
Accepted Solution
Kudos0

Re: Error Message - Unable to retrieve data for this family

Hi Katie That is now working for me again. I had to reactivate norton on my Childs devices, but once I did that then it came back working. Thanks for your assistance. Liam
Kudos0

Re: Error Message - Unable to retrieve data for this family

Great.  Thanks for the update LiamOBrien.

Thanks

Katie

Thanks Katie

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