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Kudos0

Norton Family Lost All Children and Devices

Norton Family was working fine for a couple weeks after purchasing Premier.  All of a sudden it lost all the children and devices on the account.  I've added the children back but can't get the devices to link to them. I get an error that says "Failed to associate this machine to the child account".

Replies

Kudos0

Re: Norton Family Lost All Children and Devices

Hi Brad,

Can you please send me your Norton Family account email address by private message via the forum by clicking Inbox at upper right hand corner?

Thanks

Katie

Thanks Katie
Kudos0

Re: Norton Family Lost All Children and Devices

Hi Katie,

This is also in my account. I received - when using the new website - the Welcome at Norton Family e-mail - with no information. The old website is also completely empty - No children, no parents, no devices.

Kudos0

Re: Norton Family Lost All Children and Devices

Hi Ralf NL,

Can you please send me your Norton Family account email address by private message via the forum by clicking Inbox at upper right hand corner?

Thanks

Katie

Thanks Katie
Kudos0

Re: Norton Family Lost All Children and Devices

Same Problem here with my Norton Family Control. Android Mobile Phone lost connection and error that says "Failed to associate this machine to the child account". Please help me!
Kudos0

Re: Norton Family Lost All Children and Devices

Hi olaf2910,

If you are still getting the error now, can you please send me your Norton Family account email address by private message via the forum by clicking Inbox at upper right hand corner?

Thanks

Katie

Thanks Katie
Kudos0

Re: Norton Family Lost All Children and Devices

No solution yet...
Kudos0

Re: Norton Family Lost All Children and Devices

My settings are also gone; no children, devices or parents are listed under my account.  When I log in, I am prompted to set up all of these.

Kudos0

Re: Norton Family Lost All Children and Devices

Hi,

The issue “Failed to associate this machine to the child account” is resolved.  Can you please try again and let us know if you are still experiencing the issue?

Thanks

Katie

Thanks Katie
Kudos0

Re: Norton Family Lost All Children and Devices

I've been able to associate my laptop to my child accounts, but not my Android tablet.  It keeps telling me "this device is already associated with another account".  It tells me this when I try to link it to my child's account and if I try to uninstall the app.  There isn't any other account that the tablet would be associated with.

Kudos0

Re: Norton Family Lost All Children and Devices

Brad,

Thanks for the update.  We will check further on this.

Thanks

Katie

Thanks Katie
Kudos0

Re: Norton Family Lost All Children and Devices

Problem solved. Fault has been corrected. Everything works again properly. Thank you so much!
Kudos0

Re: Norton Family Lost All Children and Devices

Hi olaf2910.

Great.  Thanks for the update.

Thanks

Katie

Thanks Katie
Kudos0

Re: Norton Family Lost All Children and Devices

I still have no devices, children or parents listed under my account.

Kudos0

Re: Norton Family Lost All Children and Devices

Hi Lisa B,

Can you please send me your Norton Family account email address by private message via the forum by clicking Inbox at upper right hand corner?

Thanks

Katie

Thanks Katie
Kudos0

Re: Norton Family Lost All Children and Devices

Hi Brad,

I've sent you a private message to resolve the issue.  Please check it via the forum by clicking Inbox at upper right hand corner.

Thanks

Katie

Thanks Katie
Kudos0

Re: Norton Family Lost All Children and Devices

Hi Lisa B,

The issue has been corrected for you.  Please check it and let me know if it started working for you.

Thanks

Katie

Thanks Katie
Kudos0

Re: Norton Family Lost All Children and Devices

Hi Ralf NL,

I've sent you a private message.  Please check it via the forum by clicking Inbox at upper right hand corner.

Thanks

Katie

Thanks Katie
Kudos0

Re: Norton Family Lost All Children and Devices

Hi All,

We recently moved all Norton Online Family user settings to a new data center, and some errors occurred that prevented the move of your family’s settings.

For a period of about a week, the Norton Online Family website was unable to display your family’s children and devices.

We have since fixed the problem, and have now successfully moved your family’s data to the new data center.

If you made no changes during this time, your Norton Online Family account should be working as it had before.

If, during your period of degraded service, you noticed the problem and recreated your family’s users and devices yourself, we have preserved your new settings rather than reinstating the previous settings from before the move.

Please let us know if you continue to experience any problems.  We value you as a customer, and we apologize for any trouble this move caused.

Thanks,

The Norton Family Team

Thanks Katie
Kudos0

Re: Norton Family Lost All Children and Devices

I just discovered that my computer was not protected by Norton Family for what seems like the last couple of weeks, and this thread seems to explain why that might be. A week or so ago, I tried to sign in and it said there was a server problem, try later. It also told me my computer wasn't registered (which it had been for months).

Today, I was able to sign in, but to my astonishment, everything appears to be setup as it was about 6+ months ago - at that time, I had a single PC user account that my kids shared. Since then, I deleted that PC user account and created 2 separate ones, and setup different Norton accounts for them (and deleted the old one for the combined PC user account). This was all working fine until about 2 weeks ago.

Now, everything looks like I've time-warped back 6+ months. I have the combined account setup again, not 2 separate accounts for each kid, and I lost all the edits I made to blocked and allowed sites, as well as any history, for my kids' 2 separate accounts. This is more than frustrating, as it took a lot of time to remove the old one and setup 2 separate ones.

It sounds like my current data got lost in your data center transfer, so perhaps you restored my account from an old backup. Can you please restore my account as it was just a month or so ago? I really don't want to have to recreate all of this again (not to mention, I don't even remember which sites I agreed to add to their allow/deny lists over the past 6 mos...)

Thank you.

Kudos0

Re: Norton Family Lost All Children and Devices

Hi kk1210,

Can you please send me the following information by private message via the forum by clicking Inbox at upper right hand corner?

1. Your original email address

2. You new email (separate account for the 2nd account)

Thanks

Katie

Thanks Katie

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