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Kudos0

"Failed to associate this machine to the child account"

Hello,

I installed Norton Family on my daughter's Android (Moto G) yesterday. Everything worked fine, except that the location monitoring did not show as an option (I have a Premier Account). I uninstalled and reinstalled Norton Family and now I'm getting the error message: 

Failed to associate this machine to the child account

Same error message on my own phone when I try to connect in child mode. The child's profile is recognized correctly, but connecting to it is impossible. 

I hope you have a solution. If not, I will have to ask for a refund.

Best,

Martin

Replies

Kudos0

Re: "Failed to associate this machine to the child account"

I get the same error when I try to add a child on my daughter's Samsung S5.

Kudos0

Re: "Failed to associate this machine to the child account"

Hi ksmith95,

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

1. Your Norton Family account email address.

2. Please show us screen shots where show you see the error (not just the error, also show the background page you get 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: "Failed to associate this machine to the child account"

Hi 

The issue “Failed to associate this machine to the child account” is resolved.  Can you please check again and let us know if it started working for you? 

Thanks

Katie

Thanks Katie
Kudos0

Re: "Failed to associate this machine to the child account"

Checked again tonight and it did seem to work this time.  Thanks!

Kudos0

Re: "Failed to associate this machine to the child account"

It works fine now, Katie, thank you. HOWEVER: location tracking does not appear as an option anymore. When I create a new child profile, it appears as a switched-off option, but after creating the child profile this option disappears from the house rules. (It's exactly what happened when I first installed the Android app: it worked fine, but there was no location tracking. After uninstalling and reinstalling, location tracking was visible but then I the connection problem you just solved...) 

Any clue as to how to solve this?

Kudos0

Re: "Failed to associate this machine to the child account"

Hi ksmith95,

Thanks for the update.

Thanks

Katie

Thanks Katie
Kudos0

Re: "Failed to associate this machine to the child account"

Hi Tovertaal,

Thanks for the update.  The location feature is available for Norton Family Premier users and the feature is available  in Australia, Canada, Japan, New Zealand, the United Kingdom and the United States only.

If you are premier user and in one of the countries, please check the link below to see if it helps.

https://community.norton.com/en/forums/norton-family-premier-location-no...

Thanks

Katie

Thanks Katie
Kudos0

Re: "Failed to associate this machine to the child account"

That's... awkward. I would not have bought my Norton programme without te location tracker, had I known. I live in France. Any chance of having that feature there soon? Or is it linked to language (which can easily be changed into English) ?

Martin

Kudos0

Re: "Failed to associate this machine to the child account"

Hi Tovertaal,

It's for legal reasons that location tracking feature is available only to these countries which were mentioned previously.  Some countries don't allow location tracking.

I'll report your request to the management team.

Thanks

Katie

Thanks Katie
Kudos0

Re: "Failed to associate this machine to the child account"

Dear Katie,

As far as I'm aware, this kind of location tracking is completely legal in France (and in all other EU countries). There are lots of other apps for this out there, so I really don't see why Norton Family would not include it. Anyway, thanks for your help!

Best regards

Martin

Kudos0

Re: "Failed to associate this machine to the child account"

Tovertaal,

Thanks for the information.  I'll check with the team on this.

Thanks

Katie

Thanks Katie
Kudos0

Re: "Failed to associate this machine to the child account"

Hi Tovertaal,

I checked with Norton Family team on this and confirmed that Location tracking in EMEA region is only allowed for UK by legal requirements. So we do not have this enabled for France.

Thanks

Katie

Thanks Katie
Kudos0

Re: "Failed to associate this machine to the child account"

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: "Failed to associate this machine to the child account"

Hi - I keep getting this same message when I'm trying to set up my child's phone.  Was a solution ever found?

Kudos0

Re: "Failed to associate this machine to the child account"

I had to reinstall norton family on my son's GS7 and get the same failure message. What's the solution?

Kudos0

Re: "Failed to associate this machine to the child account"

Once I deleted my son's device front norton's website, I was able to load norton family without the failure notice...
Kudos0

Re: "Failed to associate this machine to the child account"

The problem was solved by Norton on their server, I don't know what they did to solve it but everything works fine now.

Martin

Kudos0

Re: "Failed to associate this machine to the child account"

Hi TimSr and Tovertaal,

I'm glad to hear it started working for you.  Thank you very much for the update.

Thanks

Katie

Thanks Katie
Kudos0

Re: "Failed to associate this machine to the child account"

Hi Kevin34,

If you are still getting the error, 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

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