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Kudos0

How can I uninstall Norton Family if my account details are missing?

Dear Support at Norton Family,

Sorry to bring this subject up again as I've already seen that it's been discussed here before, but I'm just not getting anywhere - none of the advice I've found here has worked so far, meaning I can't uninstall Norton Family on my son's computer.

The crux of the matter is that I've mislaid the account details I used to set up Norton Family, so I can't change the original settings I made and I can't delete the program either. I've tried installing the latest version of Norton Family on it and then uninstalling the program, which you advised someone else to do once, and I've tried deleting the folder stored in Public/Public downloads, but whenever I try and uninstall NF from "Programs and Features" (in Windows 8.1), the program just asks for my details again. But my user details have got lost and I'm stuck as a result.

Changing the log-in details for the several Norton accounts I have hasn't helped either as the program just keeps on telling me different account details are needed. Is there any way of uninstalling Norton Family without having to key in account details, please? Apart from deleting absolutely everything on the computer by re-installing Windows 8.1 (and then having to install my son's best programs again)? Please say yes and tell me the secret...

Hope you can help.

Carl

Replies

Kudos0

Re: How can I uninstall Norton Family if my account details are missing?

Hi Carl_C,

You mentioned you don't have "account details".  Do you mean you don't have the Norton Family password?

If you still remember your email address for the Norton Family account, you can retrieve your Norton Family account password at https://family.norton.com/ by clicking “Sign In” link  and clicking “Forgot your password”.  

If you don't know the email address neither, please let me know.

Thanks

Katie

Thanks Katie
Kudos0

Re: How can I uninstall Norton Family if my account details are missing?

Morning Katie,

Thanks for your speedy reply. I've already done what you said, but that wasn't any help. I'm afraid I can't remember exactly which e-mail address I used when I set up Norton Family; I've already tried the three most likely ones and reset the passwords, but to no avail. I wrote the details down at the time, of course, but I've mislaid them. My fault, I know, but that doesn't help me any. Surely there must be a way of uninstalling Norton Family without having to use these details?

Regards

Carl

Kudos0

Re: How can I uninstall Norton Family if my account details are missing?

Hi Carl_C,

Thanks for the update.  I'll get back to you on this.

Thanks

Katie

Thanks Katie
Kudos0

Re: How can I uninstall Norton Family if my account details are missing?

Hi Carl_C,

Norton Family would send child’s activity to your registered email address.  Can you please check all your mail boxes for Norton Family alerts.

Once you get your email id, you can uninstall by below steps.

  • Once the email id is identified, you can get password using “Forget Password?” option from portal
  • Login to portal using new password, delete the associated device which will get un-bounded
  • Uninstall NF from child machine.

If you have any questions or these steps don't help you, please let us know.

Thanks

Katie

Thanks Katie
Kudos0

Re: How can I uninstall Norton Family if my account details are missing?

Good morning Katie,

Thank you for your answer. I understand the procedure, but as I've said, I've mislaid my log-in details for accessing the Norton Family account that monitors my son's computer. I've actually set up two different accounts for two different computers, but he's stopped using the one on which Norton Family works (typical!) and keeps on using his own computer now, which contains the second NF installation, which I can't reconfigure any more because the log-in details are different and have gone missing!

The only thing I configured on the NF website was his internet access, which I wanted to limit; no alerts were set up for other things that can be monitored, so I haven't been receiving any. Should alerts have been sent out whenever he reached his access limit? If so, then something must be wrong with the configuration. 

Whatever the case, NF is not working properly on his computer any more and I haven't been getting any alerts, so I can't use the e-mail address they'd have been sent to to log in as I still don't know what it is. I've already searched my e-mail archive, by the way, but I didn't find anything that could help me solve my issue by logging into NF #2 again. 

Katie, am I right in thinking there isn't any way of uninstalling the software without using my account details? If this is the case, I think it's a major flaw in the software.

I also think it would be helpful for forgetful users like me (!) who have set up Norton (Family) accounts to be able to call up all the details after a brief authentication procedure, for example. That would prevent any unauthorised access and help legitimate users get back on track quickly. Perhaps the development team would consider implementing this idea - without making it overly complicated and frustrating.

Anyhow, thanks for trying to help.

Regards,

Carl

Kudos0

Re: How can I uninstall Norton Family if my account details are missing?

Hi Carl,

Thanks for the update.  I'll continue to work with our engineering team on this.

Thanks

Katie

Thanks Katie
Kudos0

Re: How can I uninstall Norton Family if my account details are missing?

Hi Carl,

The team is checking into the issue.  We will update the post when I get an update.  Of course,  you are always welcome to contact me for status on the issue.

Thanks

Katie

Thanks Katie
Kudos0

Re: How can I uninstall Norton Family if my account details are missing?

Good morning Katie,

Any news on a solution for my issue with Norton Family yet, I wonder?

Regards,

Carl

Kudos0

Re: How can I uninstall Norton Family if my account details are missing?

Hi Carl,

Thanks for contacting us.  I'll check with the team and get back to you on this.  Thanks for your patience.

Thanks

Katie

Thanks Katie
Kudos0

Re: How can I uninstall Norton Family if my account details are missing?

Hi Carl_C,

I'd like to have a remote session with you.  I've also sent you a private message.  You can access the message via the forum by clicking Inbox at upper right hand corner.

Thanks

Katie

Thanks Katie
Kudos0

Re: How can I uninstall Norton Family if my account details are missing?

Hi Carl_C,

I'd like to arrange another remote session with you.  I've also sent you a private message.

Thanks

Katie

Thanks Katie
Accepted Solution
Kudos0

Re: How can I uninstall Norton Family if my account details are missing?

Dear all (if anyone else happens to read this thread),

Just a quick note to say I was able to uninstall Norton Family last night with Katie's help. She set up a remote link to my son's computer and transferred a special tool-removal program to it and then ran that after adjusting a setting in Norton Security. So it is possible to uninstall Norton Family from a computer even if you've mislaid your original password and e-mail details. You can't do it yourself, mind you, but only with help from Norton/Symantec.

I guess it's debatable whether the software-development team should have built in this amount of anti-tampering protection in the first place - I certainly think they've gone over the top with it and ought to simplify the tool-removal procedure so parents can uninstall the program themselves without having to use their credentials; even with Katie's help, it took us two months to sort this out. But at least it's done now.

Thanks again for your help, Katie.

Regards,

Carl

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