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Kudos0

NOF not working AT ALL on Mac OS 10.6.8 (Snow Leopard)..."tech support" stumped

We prepared a Mac for use by my daughter by upgrading the OS and doing a clean/fresh install (not retaining any software or files from the old OS).  The only things we installed are Norton products and Firefox (b/c Safari 5.1 still doesn't work with NOF).  The NOF doesn't work at all.  It allows access to all the blocked websites, logs nothing, etc.  All seems set up just fine (it says it's monitoring, the mac shows up on the "devices" with the proper user accounts, etc.).  I spent HOURS watching the "tech support" guys in India try the same things I had over and over last night (through remote access).  Finally, they said that all settings seemed correct and that it should be working so they had to escalate it to the next level of support.  The "next level" called me at 11am when I was at work.  The Mac is at home.  He told me that there was no way for me to reach them directly once I was at the computer and that he'd try back tomorrow.  So, now I am supposed to take a day off from work to hope that call from India may arrive and someone can get this working?  Has Symantec been taken over by the cable company or something?  Does anyone have any ideas for me to try?  I spent $100 for Norton products on my PC in April, just spent another $100 for duplication so that I could also cover my Mac and Android, and the most important element (something to protect my daughter) doesn't do ANYTHING as advertised.  Requested specs are listed below.  I greatly appreciate any advice or assistance (short of taking a day off from work, that is...).

1.Type of Operating System and version(for example, Windows XP SP3, Vista Home Premium SP1, etc…)

Mac OS 10.6.8 ("Snow Leopard")

2.Type of Web Browser and version(for example, IE8, Firefox 3.6.6, etc)

Tried Safari 5.1 (yes, I know it doesn't work with NOF), Firefox 13 and Firefox 9

3.Type of user account that the child has on the system(Admin, Limited, Standard…)

Standard

4.Norton Safety Minder Version (you can determine this by right clicking on the Norton Safety Minder icon in the System tray and selecting About Norton Safety Minder).  The latest version for Norton Safety Minder is 2.0.0.48.

2.1.9.f110

5.Any other Symantec/Norton product installed (please provide version information.  For example, the current version for NIS is 17.7.0.12)

Installed the NIS package for Mac (4.0, the one that works with Snow Leopard) and whatever comes along with it.

6.Any other Anti-Virus or Security product installed (please provide version information)

Nothing else installed.  These Norton products and Firefox are the only things installed on a fresh (not upgrade) version of the OS.

Replies

Kudos0

Re: NOF not working AT ALL on Mac OS 10.6.8 (Snow Leopard)..."tech support" stumped

Hi cseel,

Thanks for the information with details.  Norton Safety Minder for Mac 2.1.9.f110 supports Firefox 13.  Please try the following steps to see if they help.

Please make sure that the browser extension is actually activated.  To verify if that’s the case, you need to click on the Tools item on the top menu bar, go to add-ons, then click on the extensions item on the left hand side of the screen.  You should see a Norton Safety Minder item x.2.xx or 2.1xx item in there.  If it has a button next to the Norton Safety Minder saying enable, you need to click that.  If it says Disable, you need to click enable then restart Firefox.

Thanks,

Katie

Thanks Katie
Kudos0

Re: NOF not working AT ALL on Mac OS 10.6.8 (Snow Leopard)..."tech support" stumped

I had commented on another thread about Safari 5.1 not working in January and now that Safari is still not supported I really don't believe that "our team is working hard on it" since Safari 5.1 has been out for a year now.

Please tell us if support for Safari is ever to be expected.

Kudos0

Re: NOF not working AT ALL on Mac OS 10.6.8 (Snow Leopard)..."tech support" stumped

Hi rexexdesign,

It has a very significant difference between Safari 5 and Safari 5.1.  Unfortunately, we have to make a lot of changes to support Safari 5.1. 

We understand why you feel this way, and we thank you for your support and patience.   The Mac team for the product is working on the new update and it will be released.

Thanks,

Katie

Thanks Katie
Kudos0

Re: NOF not working AT ALL on Mac OS 10.6.8 (Snow Leopard)..."tech support" stumped

Hi,

We support Safari 5.1 now.  For details, please check out the link below.

https://onlinefamily.norton.com/familysafety/mac_news.fs

Thanks,

Katie

Thanks Katie

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