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Kudos0

Norton Family \ iOS Profile Installation Issues

I received an alert through the Family app that the profile was uninstalled on my daughter's iPhone 7 a few days ago.  The device is running the latest and greatest version 14.x OS.  The profile was installed and no obvious indication that it had been removed.  I then noticed the associated VPN would not start as well as the Norton Family app was not loading properly.  I uninstalled the Family app as well as the Mobile 360 Security app and then restarted the phone.

I've been unable to reinstall the Norton Family application successfully since.  The issue appears to be isolated to the Management Profile downloaded during the initial setup of the app.  I have tried various solutions in the articles linked below but consistently receive:  "Profile Installation Failed  -  Unable to connect to the server".  This includes many attempts throughout late yesterday and all of today.

Are there are connectivity issues or service issues on the Norton side?  I have seen "502 - Bad Gateway" at the Profile download screen within the Family app sporadically during reinstall attempts.  Thank you in advance.

Solution Articles:

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Accepted Solution
Kudos1 Stats

Re: Norton Family \ iOS Profile Installation Issues

Hi @sethro,

Sorry for the inconvenience caused.

It was due to a backend issue at our side and we have fixed it. Could you please retry the installation process again?

Let us know in case of any issues.

Thanks and Regards,
Andrew.

Kudos0

Re: Norton Family \ iOS Profile Installation Issues

I was able to install the Management Profile and finalize setup. Thanks so much!

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