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

Not what you are looking for? Ask the experts!

Kudos0

No web browsing once Norton Family installed

The PC is running Windows 7 Home Premium 64-bit with latest patches and updates

There is 3Gb of memory and over 150Gb of free disk space

The main browser is Chrome (although other browsers behave in the same)

Norton Internet Security is installed (and kept up to date).

This PC used to run an earlier version of the Norton Family software until I followed the prompts to update. I ran into problems and had to remove the software for the PC to work correctly. I decided it was time to try again ...

Before installing Norton Family web browsing is completely normal as I would expect.

  • I log into the PC with my child's account and go to the norton family web page, login and download the software.
  • Following the instructions I install. I often run into problems when trying to install, often requiring several restarts before I get the 'paw' icon and the message that the PC is protected, the online norton family management shows all looking well and monitored.
  • I start a web browser and try to browse ... eventually the browser shows the timeout message.
  • Deinstal and tidying up the online management page to remove all traces

The browsing is back, although now unprotected again.

I try again ...

  • This time signed in with the PCs admin account.
  • This is an easier process as I have less elevated permission requests but the installation interface disappears when the paw icon is displayed during the installation.
  • Assuming this to be complete I try to browse and it times out.
  • Restart and sign back in with the admin account
  • The paw icon says the account is not monitored and has options to update house rules. I leave this alone
  • Try to browse with chrome - timeout
  • Try to browse with IE - timeout
  • Ping or tracert to www.google.com and the name is resolved so no fundemental DNS problem

I'll now have to remove the software again and leave the PC unprotected.

It would appear that the software isn't happy working on this PC, despite it not having any of the 'prohibited' software on your lists.

Replies

Kudos0

Re: No web browsing once Norton Family installed

Hi KSD,

What version of Norton Family is on the PC?

To make sure you have the latest version,  click on the Norton Family icon in the system tray and select “About Norton Family”.  The latest version Norton Family is 2.6.0.71.

Do you have any other security product(s) installed on the PC besides Norton Internet Security?  What version of Norton Internet Security is running on the PC?

Thanks,

Katie

Thanks Katie
Kudos0

Re: No web browsing once Norton Family installed

Hi KatieQ,

As I said - I went to the web site on the PC and downloaded the software from the web site ... so that would be the very latest version. Since I no longer have it installed I can't see the version & the only relevant file in the browser's download folder is the Norton Download Manager.

No, there's no other security product on the PC except Norton Internet Security, version 17.9.0.12

Kudos0

Re: No web browsing once Norton Family installed

Hi KSD,

The Norton Internet Security, version 17.9.0.12 is an older version of the program.  Can you please upgrade NIS to the latest version to see if it helps?

Thanks,

Katie

Thanks Katie

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