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Kudos0

Norton Family Install keeps uninstalling Norton Family although I want to install. (Win 7).

I installed Norton Family yesterday. The installation was a strange process, as I needed to do it three times before I got a message that everything was fine. During the two first installations, the browser window kept showing that it is still contacting server. At last I got a message saying that the software had been installed/registered (or something similar). Due to this strange behaviour, I had some second thoughts about the installation being successful and decided to unistall Family and try again later. Now I'm trying again. I choose "Add new device" and select my Win 7 (64 bit). I save the installation file on disk and run it. The window asks me to accept the terms and I do that. The installation starts. Suddenly it tells me that I'm "about to uninstall Norton Family". What on earth!? I've tried to do this now three times. Adding a device brings me at the end to an uninstall procedure, although I never select such an option. Please help.

Replies

Kudos0

Re: Norton Family Install keeps uninstalling Norton Family although I want to install. (Win 7).

I might add that I have Norton Security installed and it seems to work ok.

Kudos0

Re: Norton Family Install keeps uninstalling Norton Family although I want to install. (Win 7).

Hi

Thanks for reaching out to us.  Please respond to the below queries for us to understand the issue better.

How did you confirm that the first two installation attempt was not complete? Did you see any error screens during installation?
In-general when you download Norton Family from the website, it will wait for the client to be installed/register the device (until then you will see a communicating screen in the browser).

If you already have the product installed and when you try to run the installer again it will prompt for Un-Install.

Could you please share the screenshot of the error you are observing.

On successful installation of Norton Family, you should see Norton Family Icon in the System tray.

Best Regards
Suyambu

Kudos0

Re: Norton Family Install keeps uninstalling Norton Family although I want to install. (Win 7).

Hello and thanks, I'll try to elaborate.

How did you confirm that the first two installation attempt was not complete? Did you see any error screens during installation?

I did not receive any message saying that installation is complete. The browser window got stuck to saying something like "connecting to Server" or "connecting to Norton" (cannot remember the exact phrase). No actual error messages. The first time I finally closed the window myself and the second time I believe it closed by itself. Only when I tried the installation for the third time, I finally got a message saying something like "Ready" and "installation complete" or "installation registered" or "device registered". I believe this is what you mean by writing "communicating screen". (I can't reproduce these as it now goes to uninstall all the time.) It is of course possible that I just did not wait long enough during the first two times. After these three times (the last of which seemed to go through completely), I uninstalled. No error messages during the unistall. Instead, I got a prompt to restart the computer which I did.

I can't produce "a screenshot of the error", since I don't get any error message. I start adding the device to Norton Family and the first messages talk about installing and then suddenly there's a screen that indicates that I'm about to uninstall.

I can't see the icon in the system tray. Neither is it available in the Start menu or in the Control Panel remove programs listing. Norton Security icon is ok in the system tray.

Kudos0

Re: Norton Family Install keeps uninstalling Norton Family although I want to install. (Win 7).

Hi Kissel

From your response it looks like you don't have the product installed currently (as the last step that you did was Un-Install).
Kindly retry installing Norton Family again and let us know if you face any issues.  After installing, Norton Family will try to register the device and it will prompt you to associate your child to a windows accounts.

Please ensure you cleanup the following folder before you retry...

Windows 7 : C:\Users\Public\Downloads\Norton\{NFXXX...}

Best Regards
Suyambu

Kudos0

Re: Norton Family Install keeps uninstalling Norton Family although I want to install. (Win 7).

Thank you Suyambu and sorry for the delay (I had a few very busy days inbetween).

I located the folder you indicated (C:\Users\Public\Downloads\Norton\{NFXXX...} ) and deleted the whole folder. I went again to the Norton Family site and selected there DEVICES. The listing says "no devices". I select ADD DEVICE. Again the install starts ok, I save the file and run it from the download folder. I get to the screen that asks me to accept the terms and I press "Install". Then it downloads something and suddenly tells me that "You're about to uninstall Norton Family, press Continue to proceed (or something similar, as my interface is not in English". It does something and tells me the uninstall was successful and I should restart the computer. I restart the computer and am left pretty flabbergasted and annoyed. Who designed the install software to operate like this? Why does it uninstall something that is not installed?

I noticed now that the deleted folder C:\Users\Public\Downloads\Norton\{NFXXX...} is again there, with the exactly same code (XXX) as was there earlier. So apparently something is stored somewhere. But what to do now?

Kudos0

Re: Norton Family Install keeps uninstalling Norton Family although I want to install. (Win 7).

Kissel:

Thank you Suyambu and sorry for the delay (I had a few very busy days inbetween).

I located the folder you indicated (C:\Users\Public\Downloads\Norton\{NFXXX...} ) and deleted the whole folder. I went again to the Norton Family site and selected there DEVICES. The listing says "no devices". I select ADD DEVICE. Again the install starts ok, I save the file and run it from the download folder. I get to the screen that asks me to accept the terms and I press "Install". Then it downloads something and suddenly tells me that "You're about to uninstall Norton Family, press Continue to proceed (or something similar, as my interface is not in English". It does something and tells me the uninstall was successful and I should restart the computer. I restart the computer and am left pretty flabbergasted and annoyed. Who designed the install software to operate like this? Why does it uninstall something that is not installed?

I noticed now that the deleted folder C:\Users\Public\Downloads\Norton\{NFXXX...} is again there, with the exactly same code (XXX) as was there earlier. So apparently something is stored somewhere. But what to do now?

Have you tried a clean install of all Norton products (uninstall, reboot, use Norton removal tool, reboot -- then re-install)?

Kudos0

Re: Norton Family Install keeps uninstalling Norton Family although I want to install. (Win 7).

No, I don't normally do that. And if I need to uninstall everything, I rather then install some other product that is of better quality. I installed Norton Security before Family without any error messages and it seems to work fine. I doubt it would bring anything good as it is a different product.
Kudos0

Re: Norton Family Install keeps uninstalling Norton Family although I want to install. (Win 7).

Kissel:
No, I don't normally do that. And if I need to uninstall everything, I rather then install some other product that is of better quality. I installed Norton Security before Family without any error messages and it seems to work fine. I doubt it would bring anything good as it is a different product.

Sounds like it is trying to install a much newer product and that is triggering it to try to remove the old product first. I don't know which version you have installed (or seems to be kinda installed), nor which version you are installing.

Kudos1 Stats

Re: Norton Family Install keeps uninstalling Norton Family although I want to install. (Win 7).

Hi Kissel

We would like to take a remote session to figure out what could be the problem on your machine.
We have sent you a private message.  Please response back to that to proceed further.

Best Regards
Suyambu

Kudos0

Re: Norton Family Install keeps uninstalling Norton Family although I want to install. (Win 7).

Hello, now it finally worked. Here a few comments and one important question at the end.

password_password: no it could not have been a much newer version, as all this took place within a few days (read OP).

Suyambu thank you for offering help. In the meantime I made yet another attempt and now it finally worked! I am not sure why, but here's what I did differently:

  • Instead of completely deleting the folder C:\Users\Public\Downloads\Norton\{NFXXX...}, I just deleted the files in it, leaving the empty folder on disk.
  • I had made the original installation with MSIE and after uninstalling it, I had switched my default browser to Firefox. All the failed attempts were made using Firefox. Now I tried again with MSIE and it worked.

Well, all well that ends well. I still think Norton should improve the installation procedure to avoid this kind of situations.

And finally, one question still: after the installation, MSIE displayed a small window at the bottom of screen saying that Norton Family BHO add-on is already installed, Enable / Don't enable (or something similar in English). I selected Enable and I can find the add-on in MSIE's list of add-ons. I presume it had been installed during the initial install and it was ok to enable it now too. But what is that add-on and does it need to be running on the browser of a windows account that is not monitored by Norton Family?

Kudos0

Re: Norton Family Install keeps uninstalling Norton Family although I want to install. (Win 7).

Hi Kissel

Glad to hear that the installation is successful.  Your scenario seems normal and it shouldn't affect the installation flow.  
Anyway we will check on this.

Norton Family BHO is an add-on/extension that is required for monitoring web related activities.  Though it is enabled for all the user accounts, monitoring happens only for the user accounts that are associated with the child.

Please let us know if you need any further clarification.

Best Regards
Suyambu

Kudos0

Re: Norton Family Install keeps uninstalling Norton Family although I want to install. (Win 7).

Good to hear. Just to be sure: is it a problem if I disable the add-on in non-monitored accounts? Do I miss then something?