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Kudos0

Norton Family continually crashing

I just downloaded and installed Norton Family today to try it out. Unfortunately it never runs for more than a few seconds before crashing.

I installed it on Windows 10 from a parent account. I was able to set up and configure my children's accounts at family.norton.com, and connect them to their Windows accounts on our computer.

When I login as one of them (any of them), I get the little toast popup letting me know the account is being monitored, but it keeps popping up every 10-20 seconds. And the icon tray keeps getting additional Norton Family icons, which disappear when I hover my mouse over them (a sign of a crashed process). On bringing up the task manager, I see Norton Family Tamper Monitor running continually; I also see one or more "Norton Family" processes running for a few seconds, which then disappear, followed by a "Symantec Error Report" process that runs a few seconds. Then "Norton Family" for a few seconds, followed by another "Symantec Error Report".

It appears to me that Norton Family tries to run, crashes, sends a report, then tries to run again.

Sometimes this loop seems to go on indefinitely, other times it stops with no "Norton Family" running anymore. At that point I can browse inappropriate web sites, turn off safe search, etc. If I shut close the browser and run it again, Norton Family tries to run again but again crashes and the cycle starts over.

I get the same behaviour with the latest versions of Chrome and Firefox as the browsers. I have not tried any other browsers. I have also rebooted--that did not solve the problem.

Is this a known issue? Can you help me troubleshoot?

Nate

Replies

Kudos0

Re: Norton Family continually crashing

Hi

Thanks for bringing this issue to our notice.
We will arrange for a remote session to troubleshoot this.  I will send you a private message with details for the remote session.

Kudos0

Re: Norton Family continually crashing

Hi Nate,

While waiting for a remote session with us, in the meantime, can you please check your PC to see if you have any security products listed below?  If you have any one of them, it could be a compatibility issue.


https://support.norton.com/sp/en/us/home/current/solutions/kb20090508145137EN_EndUserProfile_en_us

Thanks

Katie

Thanks Katie
Kudos0

Re: Norton Family continually crashing

Thanks for your responses. I'll set up a time privately for a remote session.

I do not have any of the other security products installed that you linked to. Antivirus is Windows Defender, and I also use Windows Family Safety. Could that be an issue? I'm honestly not sure how to turn it off to test...

Edit: I figured out how to disable Windows Family Safety (simply remove the children from the family at accounts.microsoft.com/family). The problem persists.

Kudos0

Re: Norton Family continually crashing

Hi nhyyc,

Have you tried to uninstall/reinstall Norton Family to see if that helps?

https://family.norton.com/familysafety/help.fs?action=uninstallingNSM

https://family.norton.com/familysafety/help.fs?action=installingNSM#win 

Thanks

Katie

Thanks Katie
Kudos0

Re: Norton Family continually crashing

Thank you Katie, I failed to mention it, but I did uninstall and reinstall before posting, and that did not resolve the problem.

For the record, I did not get around to arranging for a remote session to troubleshoot this issue, but I have installed a different product, which is serving my needs.

Nate

Kudos0

Re: Norton Family continually crashing

Hi nhyyc,

Thanks for the update.  If you change your mind and want to use the Norton Family program again in the future, please let us know.  We will be glad to continue to setup a remote session with you to work on the issue further.

Thanks

Katie

Thanks Katie

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