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Kudos8 Stats

Error on server message when trying to log in to Online Family

Last night I spent a lot of time setting up my kids' computer with separate users and adding my children to the Norton Online Family portion of my account. Somehow I got logged out of the system. Been trying to get back in ever since to assign kids to devices and update house rules but keep getting the message below. Please help.

"Sorry, An error has occurred on the server.

Please, try your request again later.

An error has occurred with our service, your data is safe, but for your protection and to prevent any possible loss of data your request was halted. The error has been logged and reported and we will look into it shortly.

Please return to the home page and log in again. If the problem persists, contact us for assistance.

Replies

Kudos1 Stats

Re: Error on server message when trying to log in to Online Family

Hi StephanieWilliams,

Thanks for the post.  We are currently working on the issue.

Thanks for your patience.

Thanks,

Katie

Thanks Katie
Kudos0

Re: Error on server message when trying to log in to Online Family

Me too!

Kudos1 Stats

Re: Error on server message when trying to log in to Online Family

I get the same things for he last two days..Norton was working great for a while but has stopped working now..This is a pain. PLEASE FIX THIS!!!!!

Kudos2 Stats

Re: Error on server message when trying to log in to Online Family

This is the second major outage/issue that has lasted for a while (lasted for a week or more) in the past 1.5 months.  I am a paid subscriber, so I feel I can expect a lot of overtime and high priority on not just blocking bad internet sites, but ALL internets -- not what I am paying for.

I have kids in college and at home who are REALLY ticked off that they are looking at not being able to use the internet over a 5-day holiday weekend to play games cooperatively over the internet -- all across the USA.

Get this fix soon.  PLEASE!!! before my family divorces me!!!!

Kudos0

Re: Error on server message when trying to log in to Online Family

And when I logged into the Admin account on my kids' computer, Norton told me to reboot to finish the NOF version update (from 2.3 to 2.6).  After rebooting, it had a hard time communicating with the NOF server(s), but it eventually started running the NSM (Norton Safety Minder) application -- i.e., no longer a red 'x' in the system tray icon.

However, one big problem:  Now that it is running v2.6 -- it ISN'T blocking ANYTHING anymore.  That's worse than blocking everything to me, as a parent!

You've got to please tell me if you know what the problem is and have a timeline to fix it in mind. 

Kudos0

Re: Error on server message when trying to log in to Online Family

at the end of my subscription I switch to kaspersky ..!

Kudos1 Stats

Re: Error on server message when trying to log in to Online Family

I am also getting this error.

I am unable to download the software to install on a new PC setup in my household.

Kudos2 Stats

Re: Error on server message when trying to log in to Online Family

Adding to the sounding board...

Get the same message when trying to log in.  As an IT professional, I highly recommend that you roll back the update since it clearly does not work.  Trying to fix it in production is only frustrating the customers.

Thanks

Kudos1 Stats

Re: Error on server message when trying to log in to Online Family

Same issue here

Kudos1 Stats

Re: Error on server message when trying to log in to Online Family

Same issue as the original poster...and just FYI my Mobile App for iphone is not letting me log in without errors, and when it does let me in it doesn't show me any history from the machine Family is protecting. These issues started in the last couple of days....are they related to the issues you are currently having?

Kudos0

Re: Error on server message when trying to log in to Online Family

Same here, I'm at the point where it needs to be fixed or I want my money back. 

Kudos0

Re: Error on server message when trying to log in to Online Family

I am also having this same problem and I thought it was something wrong with the computer so uninstalled the software and then tried to reinstall it but can't cause of this stupid server error.  Come on!  Get this fixed now!

Kudos1 Stats

Re: Error on server message when trying to log in to Online Family

Is it time to start sharing this with other sites.  Commments can be added to reviews such as the one on PC Mag here:  http://www.pcmag.com/article2/0,2817,2372155,00.asp#disqus-start

A terrible customer experience the last few weeks.  I can not believe a email has not been sent out to all customers of the product offering refunds or at least credits for the impact.  

Kudos0

Re: Error on server message when trying to log in to Online Family

seriously gettgin very frustrated with this product.  Today I had a pop-up saying there was an error and to uninstall and reinstall.

of course I cant reinstall becasue of the server error.

looking for other parental control options now

Kudos0

Re: Error on server message when trying to log in to Online Family

I'm having the same problem as well...
Kudos0

Re: Error on server message when trying to log in to Online Family

Same problem...this is not ok. I'm paying for 2 sets of subscriptions on this product. 

Kudos0

Re: Error on server message when trying to log in to Online Family

I also have this error and not for the first time. After the first time I uninstalled your solution and implemented something else and went back after the service was reastablished. This is the last time I am willing to accept an outage of your service. If you are not capable of hosting a micro DLP solution, just leave this to your competiion.

Kudos0

Re: Error on server message when trying to log in to Online Family

I've got the same but worst still my Online Family has upgraded on my PC and can't download the rules now my kids have no restrictions, I even tested loading a known sex related site and was shocked it was NOT blocked.

Kudos0

Re: Error on server message when trying to log in to Online Family

How reliable would expect from a company of security products that have these outages? Children have suffered disruption in Internet access and lack of security and the parents have not been able to monitor the activity of our children. It is unacceptable ...

Kudos0

Re: Error on server message when trying to log in to Online Family

Exactly the same issues. We only recently renewed subscription and if this isn't remedied soon, I too will be looking for a refund!!

Kudos0

Re: Error on server message when trying to log in to Online Family

I too am having this error and I've found the help offered so far on the Norton support side of things terrible.  That bot was extremely annoying!!

Please someone update with what is happening in the background as this is really frustrating. I have to know that my children are surfing safely.

Thank you

Kudos0

Re: Error on server message when trying to log in to Online Family

Same issue.

I have made sure that all of my Norton 360 components are up to date per another thread.  No help.

I chatted with a support rep that had me disable my firewall and try again.  No change.  The response was the server must be having issues then and I should be patient and it should be resolved within 24-48 hours.  BS!  It looks like it has been going on for a while now!  

Kudos0

Re: Error on server message when trying to log in to Online Family

Possible incompatibility with Firefox 17.0 ???

Kudos0

Re: Error on server message when trying to log in to Online Family

I have noticed that the Norton Family Minder icon, for no apparent reason, "grays" out, presumably disabled. At that point Firefox 17.0 no longer works eg. when trying to go to any web site it simply remains in continuous response mode and does not work.

Kudos0

Re: Error on server message when trying to log in to Online Family

I've been having the same problem for several days.  Hope they get it solved soon.

Kudos0

Re: Error on server message when trying to log in to Online Family

Any news on getting this fixed, my computer is stuck with no house rules and is allowing everything, updating the rules has no effect and I can't even log into my account to re-install.

Additionally if I right click and say edit accounts, it either says failed to retrieve accounts check your internet connection or says this computer is a part of a different online family account.

I assume this is all a part of the same issue.

Kudos0

Re: Error on server message when trying to log in to Online Family

me have the same problem. "This computer is connected to another account" error. Family protection, so you can not remove.

Kudos0

Re: Error on server message when trying to log in to Online Family

On 2 new computers I installed Norton Family one week ago. It worked fine untill 3 days ago.

Besides the login problem the computers open web pages very slowly and Windows programs start slowly.

In Windows systemtray i can not disable Norton Family.

Transated from Dutch to English I get the message "This computer is part of a different Norton Family account"

Kudos0

Re: Error on server message when trying to log in to Online Family

guys uninstall the software until they get their act together and fix it. we pay good money for this software and they have a responsibility to deliver a quality product . It is easy to remove just start Win in safe mode and uninstall it from the software programs, at least your children will not be totally upset, dont let your children find out.

Kudos0

Re: Error on server message when trying to log in to Online Family

Why cant issues like this be acknowledged quickly so that people do not end up wasting so much time?

This is obviously a major issue  affecting many thousands of users/families ...is a simple email warning us impossible for an organisation like Symantec, I think not

I think they will lose a lot of customers and deserve to

Anyone got good reccomendation for replacement product 3 laptops now without parental control?

Kudos0

Re: Error on server message when trying to log in to Online Family

Me too my daughter can not does her home work and Norton family does not recognize my pass ward too. And even can not  uninstall Norton family.

Kudos0

Re: Error on server message when trying to log in to Online Family

What a joke! My computer states its protecting my children but it does not block unsuitable sites! Norton you need to sort this ASAP. You should at least send your customers an email warning them about this major fault.

Can we have an update today?

Kudos0

Re: Error on server message when trying to log in to Online Family

Same problem! began a week ago. If I had not bought at recently would change to another application. I require a quick response.

Kudos0

Re: Error on server message when trying to log in to Online Family

Same problem! began a week ago. If I had not bought at recently would change to another application. I require a quick response.

Kudos0

Re: Error on server message when trying to log in to Online Family

Hi all, I'm having the same problem too. I was a bit surprised when one of my computers (XP Pro) said that I needed to restart to finish installing a NOF update. I thought it was related to a hard drive replacement, but then when I restarted and tried to log on to NOF through the link on NIS, it came up with the "server error" message. I tried a web login from another computer (WIn 7) and got the "oops" page.

It seems that this update had not been tested enough to confirm that it worked and did not break something.

Customers would not tolerate this kind of behavior if it was a firewall, antivirus, antimalware, antispyware program that went south. Oh, wait, that's happened to Norton products in the past as well.

Two days is a long time for a lack of service for something that many people depend on. Symantec, please give this a higher priority!

Kudos1 Stats

Re: Error on server message when trying to log in to Online Family

Same problem for me.  And it happens on ANY computer, not just ones with NOF on it.  My company laptop with NO NOF gets the same error - enter your username/password, wait a few seconds, then get a "server error" message.

Kudos0

Re: Error on server message when trying to log in to Online Family

Any idea when this is going to be fixed? I've been trying to log in for a week now and can't reset things for my kids. It seemed to have happened when downloading the updated norton family.

Kudos0

Re: Error on server message when trying to log in to Online Family

Hi All,

I am having the same error message when I try to log into Norton Family. It is quite frustrating.

The trouble started last week when I started getting the message to update my Norton Safety Minder whenever I logged online. Only after I updated all three computers at home, did the message stop.

But then this new error message has started appearing. I am waiting for that to get resolved.....

abykel24

Kudos1 Stats

Re: Error on server message when trying to log in to Online Family

OK...it's bad that the server has been down so long (and apparently this is not the first time you've experienced major issues with this). What's really got me frustrated is the fact that:

- The error message that comes up when I try to log onto the service through my kids' machines tells me that my username/password are incorrect even though they aren't. This resulted in me spending a huge amount of time working to reset an account that was just fine.

- When I log on through my own machine, it seems to connect and then I get an error message concerning the server, but the error message is far from clear. Just tell me what the heck is going on, e.g., "We are currently experiencing problems with a software update. We expect to have this resolved by XXXX. Until then, you will not be able to access your account through Family Online and may receive erroneous error messages." (Why am I having to tell you this???)

- Your service bot "Nathan" can't answer questions about Online Family. I have talking to bots to begin with...but if you choose to use one you should have the ability to connect to a real live person who can answer questions when your bot can't.

- Establishing an account to be able to contribute to this forum was ridiculous. I've already got a Norton account, so why must I establish a separate account for you forum? And if you're going to have a verification word, please make sure that it is readable. It took me three attempts to get a verification word that wasn't so twisted and blurred I could actually make out the letters.

Come on, guys!

Kudos1 Stats

Re: Error on server message when trying to log in to Online Family

Oh...and when I pull up the Norton Online Family website there's nothing there about this outage. Which is why I had to come to this forum to read about the frustrations of other users rather than useful comments from Norton employees. Can't you put a message on the product webpage that provides status information?

Kudos2 Stats

Re: Error on server message when trying to log in to Online Family

I'm right there with you Twindle.  I went through the same hassles. 

You'd think they could change the messages to "Sorry, our services have been offline for weeks becuase we suck" or something like that.

Kudos0

Re: Error on server message when trying to log in to Online Family

Wow - 3 days down and no sticky at top explaining highlighting the issue. Good jjob in stopping people every buying this product.

I was just about to hit buy now before this issue.... not now.

Joe.

Kudos3 Stats

Re: Error on server message when trying to log in to Online Family

A couple days ago I noticed my 12 year old Son suddenly started spending more time on his computer. I asked him about it and he told me Norton was broken. Of course he would only tell me that if I asked him as he hates the limitation it puts on his usage.

Checked and sure enough the little dog icon was not responding. I attempted to log into my Norton Family account (Paid for Premiere ) and got the error message everyone here is complaining about.  The "contact us" icon linked me to this forum. Figured it was a temporary outage and gave up. 

Today I decided to try logging into my Norton Family account again. Got the same error. I then thought about it and realized I don't remember the last time Norton had sent me one of it's weekly email reports that summarize my kids computer usage.  I searched my email history and discovered all emails from Norton Online Family  abruptly ended on November 4th!

 

So now I have evidence that my paid service has not been providing me email updates since Nov 4th. It made we wonder what else has it not been doing? Started looking into this forum and discovered the scope of the outage is huge and has been going on for a while.What angers me the most is the apathy of Symantec about this. Why have I not  received any e-mail notifications about this? 

Kudos2 Stats

Re: Error on server message when trying to log in to Online Family

When I chatted with the Support Rep, they told me to use Windows Parental Controls and Family Safety Online,  So, I did, and it works great!  Very similar to the Norton Online Family.

I have Windows 7 and it is part of Windows Live Essentials.

Windows Family Safety

I had an error at first because it said it was already installed, so I uninstalled and re-installed.  I was able to setup filtering and usage times and even block specific applications.

It is an option when you setup Parental Controls for a user account.  You do need an Admin account separate from the child account which should be a standard user account.  I also had to create a Hot Mail account, but I am not sure I really needed to do that.

Kudos0

Re: Error on server message when trying to log in to Online Family

A status update would be very helpful and good customer service.

Kudos1 Stats

Re: Error on server message when trying to log in to Online Family

Wow! Are you saying that Symantec support recommended you you a DIFFERENT PRODUCT?

Kudos0

Re: Error on server message when trying to log in to Online Family

I've also experienced the same problem after accepting the Norton family upgrade to v 2.6.

What I've tried:

1) Uninstalled Norton Family (using Revo Uninstaller to remove registry entries as well).

2) Reinstalled Norton Family. Same problem, with message saying "Authentication failed etc..."

3) Upgraded Norton 360 to latest version. Same problem with Norton Family login.

4) Again uninstalled Norton Family using Revo Uninstaller.

I was going to forget about it when I noticed a shortcut left on the desktop by the Norton 360 upgrade. Digging a little deeper, I discovered that my original Norton Family set up file was still there. "Surely reverting to version 2.0 will solve the problem" I thought. However, despite a different splash screen indicating the older version, the log in failed. More troubling is that just a moment ago and dialog box appeared saying "Upgrading Norton Family...please wait." which then FORCED a shutdown and restart. After restart, the new splash screen appeared, but after entering the correct email and password I still get "Authentication failed etc..."

Clearly the problem goes deeper than just the version of Norton Family.

I am concerned.

Kudos0

Re: Error on server message when trying to log in to Online Family

I checked on another computer that is running NOF under XP Media Center Edition. NOF reports it's version 2.3 (in other words, the older version pre-recent-update-to-2.6). It's having the same problems as the 2.6 version machines. It would appear that this is an issue on the server side, not on the client side.

Symantec, please address this issue immediately!!

Kudos1 Stats

Re: Error on server message when trying to log in to Online Family

Ya know I find it interesting on how it affects others on different days.

For example that I have been able to browse the internet just fine yesterday the 21st but today after work and dinner it finally hit me.

Heres the irony; my very first website I loaded was Facebook.  But every other link afterwards kept loading and loading and loading and loading and (well you get the idea)

I checked my modem status all was good to go

I tried to check a speed test, nope, took forever to load.  My laptop without Norton Family loaded links just fine no problems; at first I thought it was my router

I had a similiar problem the last time; I called my Internet Provider but didnt come up with anything, then it hit me; Safe Mode with Networking and guess what...links are loading up just fine.

So I decided to un install Norton Famlly.  After rebooting things are working good again

Add me to your list.  While I'm a FREE member I still find it frustrating that the server has had sooooo many issues the past 3 months.


I do hope these problems get fixed.  What on earth is going on?

Kudos1 Stats

Re: Error on server message when trying to log in to Online Family

Agree. This is frustrating. Norton folks - I am sure that you can make a public announcement regarding the snag you are facing.

Would it take a lot of effort to provide a small utility to uninstall the programfrom our PCs.

Pls announce when the snag is resolved so that we can download it again and reuse the application

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