• All Community
    • All Community
    • Forums
    • Ideas
    • Blogs
Advanced

Not what you are looking for? Ask the experts!

Kudos0

This machine is part of a different Norton Family account

Happy New Year!  

Unfortunately not off to a great start for my Norton Family account.

One child mysteriously disappeared from our list of NF children and, after failing to get our two laptops to recognize his user account (Win 7, 64 bit), I uninstalled NF and re-installed on each laptop.

However, NF will not allow me to add either of my two laptops as a device, telling me that 'This machine is part of a different NF account.'

As with others who have posted about this error message, I only have one NF account (so the error message makes no sense). Sadly, the solutions that seem to have worked for others here have not worked for me.

Any suggestions would be gratefully received.

Replies

Kudos0

Re: This machine is part of a different Norton Family account

Hi Mark2015,

Happy New Year to you too!

Thanks for reporting this to us.  We will check into the issue and have it corrected.

To investigate the issue further, can you please send me a private message via the forum by clicking Inbox at upper right hand corner with the following information:

1 Your Norton Family account email address

2. the missing child profile name

3. The Laptop names if you know

4. List ALL the security products and versions, ex Norton Security v22  .

Thanks

Katie

Thanks Katie
Kudos0

Re: This machine is part of a different Norton Family account

Hi Mark2015,

While I was waiting for updates from you,  I worked with another user with similar issue.  Can you please check out the links below for a possible solution?  Please let us know if these steps help you.

https://community.norton.com/en/comment/6135541#comment-6135541

Thanks

Katie 

Thanks Katie
Kudos0

Re: This machine is part of a different Norton Family account

Hi Katie

I sent you a private message on 1 January as you requested but hadn’t heard back from you before now.

Did you not receive it?

Although I have the same problem as the users in the link above, the solution doesn’t work for me because:

  • NF is installed on both laptops BUT ...
  • When I try to log into my account through a web browser (both Chrome and IE), it can’t see that NF is already installed and asks me to reinstall NF on each laptop and, when I’ve done that, the login process won’t proceed
  • When I try to log into my account by right clicking on the icon in the notification bar, it refuses to login and states that the machine is part of a different NF account.

Mark

Kudos0

Re: This machine is part of a different Norton Family account

Hi mark2015,

Thanks for the update.  We've got the private message and are investigating the issue.

Thanks,

Katie

Thanks Katie
Kudos0

Re: This machine is part of a different Norton Family account

Thanks Katie

Suggestion:

- I have a Norton Family Premier account

- when I go to 'Manage Your Norton Products' online, I see two Norton Family accounts, one of which is due for renewal shortly and one of which is cancelled

- I assume that the 'cancelled' NF subscription relates to the basic NF product that I upgraded to Premier almost immediately

- if the Windows registry contains a copy of the product key for the basic account instead of the NF Premier account, could that be the reason it is saying that the machine is associated with a different NF account?

Mark

Kudos0

Re: This machine is part of a different Norton Family account

Hi Mark2015,

I'd like to have a remote session with you.  If you are interested, please send me a private message via the forum by clicking Inbox at upper right hand corner for details.  Please also let me know which state or country you are in.

Thanks

Katie

Thanks Katie
Accepted Solution
Kudos0

Re: This machine is part of a different Norton Family account

Thanks to Katie Q, who tracked down the solution, which was to:

- uninstall NF

- temporarily disable Tamper Protection in Norton 360

delete an out of date installation folder starting with {78...} under .../Program Files (x86)/NortonInstaller/

- reinstall NF and reboot

Voila!

Problem reported on New Year's Day - problem resolved on Chinese New Year!

This thread is closed from further comment. Please visit the forum to start a new thread.