• All Community
    • All Community
    • Forums
    • Ideas
    • Blogs
Advanced

Not what you are looking for? Ask the experts!

Kudos0

Norton Family not monitoring

Hi,

I'm running Norton Family Premier (as in - I pay for this). I, like many others, have a computer not being monitored since the December debacles with this product. The computer is a PC running Windows Vista. I am the administrator on the computer. There are 2 accounts - me and my son. (Yes I am positive!). The icon is in the tray and the task manager shows the process running. The user and the device show in my Norton Family activity manager window.

I tried uninstalling and reinstalling. It appeared to work, but upon reinstalling a get the message "This computer belongs to another account". I tried to uninstall and reinstall again (and a 3rd time), but now the login to my account to authorize never succeeds. It takes my info and just present the login screen again as if nothing happened. 

 

I am fed up at this point.  I have checked the forums and see very little help coming from forum monitors like KatieQ on the same and similar topics. I was appalled to see a "Resolved" link in one post from TrevorWhite, leading to a response from KatieQ that "we are aware of the problem and are working on it". Really ?!?! The most valuable post in the forum seems to come from another frustrated user recommending Qustodio. 

 

-- idk77

Replies

Kudos0

Re: Norton Family not monitoring

Hi,

I'm running Norton Family Premier (as in - I pay for this). I, like many others, have a computer not being monitored since the December debacles with this product. The computer is a PC running Windows Vista. I am the administrator on the computer. There are 2 accounts - me and my son. (Yes I am positive!). The icon is in the tray and the task manager shows the process running. The user and the device show in my Norton Family activity manager window.

I tried uninstalling and reinstalling. It appeared to work, but upon reinstalling a get the message "This computer belongs to another account". I tried to uninstall and reinstall again (and a 3rd time), but now the login to my account to authorize never succeeds. It takes my info and just present the login screen again as if nothing happened. 

 

I am fed up at this point.  I have checked the forums and see very little help coming from forum monitors like KatieQ on the same and similar topics. I was appalled to see a "Resolved" link in one post from TrevorWhite, leading to a response from KatieQ that "we are aware of the problem and are working on it". Really ?!?! The most valuable post in the forum seems to come from another frustrated user recommending Qustodio. 

 

-- idk77

Kudos0

Re: Norton Family not monitoring

Hi idk77,

Can you please send your Norton Family account email address to me by private message in the forum?  Also, I've sent you a private message.  Please check it when you get a chance.

Thanks,

Katie

Thanks Katie
Kudos1 Stats

Re: Norton Family not monitoring

I'm having the same issue.


I have 2 PC's that NOF is installed on.  Both are Toshiba notebooks (identical models) with Win7, IE, Firefox 18.  Both have all updates.  Both are running the newest NOF software. 

PC1 is for Child A.  There is my user account as administrator and the child's user account.  The software shows it is running when the child is logged in and will log the internet activity on the Manage Activity website for my review as expected.


PC2 is for Child B.  Same scenario, and the software shows it is running when child is logged in.  It will provide warnings and time limit notices as appropriate, but will NOT, repeat WILL NOT log activity on the Manage Activity site.


I have uninstalled, reinstalled the NOF software on PC2 several times and still it will not log the activity.


I have come to my wit's end.  I am PC savy and a power user.  Please help!

Don

Kudos0

Re: Norton Family not monitoring

Hi dlwoodjr,

Norton Family currently doesn't support Firefox 18. Could you try Internet Explorer on the second PC to see if it helps? We are currently working on an update that will support Firefox 18.

Thanks,

Katie

Thanks Katie
Kudos0

Re: Norton Family not monitoring

I tested the browsing in both and the machine is still not getting logged.
Kudos0

Re: Norton Family not monitoring

Hi dlwoodjr,

If you log onto the 2nd PC using your child's monitored account and try to access a blocked website, do you get blocked?

Thanks

Katie

Thanks Katie
Kudos0

Re: Norton Family not monitoring

Hi idk77,

Thanks for the information you sent to me by private message.  You mentioned that  you use Windows Parental Control. If you have turned on the parental controls feature from your PCs, please go to Start -> Control Panel -> Parental Controls to turn off parental controls and see if it helps.  Other parental control products may interfere with the enforcement of Norton Family.


Thanks,

Katie

Thanks Katie
Kudos0

Re: Norton Family not monitoring

KatieQ,


To answer your question, will PC2 still block the child from prohibited sites.  Yes, it will display a warning and indicates it will notify the parent.

Update to this weirdness.  This morning when I logged in, it now shows the web activity of PC2 all the way back to 01/30/2013 20:59hrs (the time I reinstalled everything and deleted the old PC names).  I have changed nothing on the PC nor the account since posting my frustration on this thread.  Why would all the older logs suddenly appear on the Activities site?

Newest headache now is that while PC2 is now being logged, PC1 has stopped.  [doublefacepalm]

<Projected from a droid> "Help us KatieQ, you're our only hope...."

Kudos0

Re: Norton Family not monitoring

Hi dlwoodjr,

The servers of Norton Family capture the activities correctly.  In your case, it seems taking a longer time than usual to display them at Activity -> Web online. 

Can you also please log onto the 1st PC as your monitored child and visit a blocked website to see that helps to make the logs appear?

Thanks,

Katie

Thanks Katie
Kudos0

Re: Norton Family not monitoring

Dear Norton Family Premier,

I understand you haven't been feeling well lately. I can relate. Sometime in December 2012, I noticed your system tray icon had disappeared. I didn't think much of it at the time. I was still receiving reports so all seemed well. But starting in January 2013, I started receiving a message that the Symantec Service Framework had encountered an error and needed to stop. I helpfully offered to send the necessary information to Microsoft in the hopes a fix would be forthcoming. Meanwhile, I can kindasorta fix the problem by deleting the folder in Program Files. And then re-installing. If I try to uninstall, NOTHING happens. But each time I log into the Norton account, I'm informed I'm running an older version of the software. I download the "new" version and jump through all the same hoops to make it work and it works for a coupla daze and then borks again with the same message. If I logged in RIGHT NOW, I would be prompted to download the "new" version. But since it's not running, I'm not sure how it knows this. If I run the Norton tool to scan my system for Norton products, it finds nothing. But if I mess with it (deleting, reinstalling, deleting and re-installing again just to make sure) it'll run for a few days and then die again. I'm running WinXP with all the critical updates installed and IE 8.0.6001.18702.

Hope you feel better!

Gnarfle

Kudos0

Re: Norton Family not monitoring

Norton Family isn't registering my grandsons SENT requests to visit certain sites.

An unrelated web address (ak.apnstatic.com) comes up when he tries to 'Search' Yahoomail.

There is no record of his visits to sites under the 'Videoes'?

Far too many problems on this.  Maybe it is better if you just refund me and I will look elsewhere for this technology.

Kudos0

Re: Norton Family not monitoring

Does not help turning off inbuilt parental controls as you suggest.

Kudos0

Re: Norton Family not monitoring

Chris Foxton: Yes

Richard Bryan: Thank you please stay connected as I transfer you to the queue/department that handles Norton Online Family.

Please wait while I transfer the chat to the appropriate group.

You are now chatting with Orly.

Chris Foxton: I have had to shut off Family as there are several problems

Orly: Hi, Chris. Welcome to Norton Support. My name is Orly. May I know how were you able to know that "Norton Family isn't registering my grandsons SENT requests to visit certain sites"?

Chris Foxton: I am sitting next to him now and he has his own laptop.  Plus, I tried his account to see if things were working before he came and they were not

Orly: I understand, it could be that the Norton Family client was not properly installed or encountered an error on the computer, that seemed to not work properly.

Orly: Would it be okay if I connect to your computer remotely and help you fix Norton Family on your computer?

Chris Foxton: The web address (ak.apnstatic.com) comes up when he tries to 'Search' Yahoomail and on many other searches he makes this appears.  There is an unanswered question about this address and problem on the forum

Chris Foxton: The Norton Family was installed by your technicians

Chris Foxton: on both computers

Chris Foxton: It took me 14 hours in one day to achieve this and the results are not good

Orly: There are actually a lot of possible reasons as  to how Norton Family can encounter errors or issues that it is not monitoring web activities or blocking access to certain sites. Usually this occurs, when updates from Norton Family was being interrupted while it is being downloaded on the computer, it may be due to unstable internet connection or a task on Norton that was cancelled before it completed.

Sorry, our chat session has ended due to circumstances beyond our control.  Please feel free to chat with us again if you need further assistance.

Kudos0

Re: Norton Family not monitoring

Hi ChrisStopHer,

Please check out the other post for the same issue in another thread.

http://community.norton.com/t5/Norton-Family/Norton-Family/td-p/903863

Thanks,

Katie

Thanks Katie
Kudos0

Re: Norton Family not monitoring

Can I get my money back? I posted a message and received no reply. I cannot seem to find ANYTHING offering support for this software. I was roaching around on my computer yesterday and found some files under SHARED DOCUMENTS.

I deleted them as well as NORTON FAMILY and NORTON INSTALLER under Program Files. Occasionally, everything seems to work up to and including UNINSTALL. But even now, after I deleted everything, and re-installed it tells me I'm running an OLDER version and it encourages me to download the newer version. Funny thing . . . I USED YOUR PROMPT TO DOWNLOAD THE NEWER VERSION AND I STILL GET THE SameOldSTUFF!

Fix it! Or get outta the business!

Kudos0

Re: Norton Family not monitoring

Hi Gnarfle,

I've sent you a private message.  Please check it when you get a chance.

Thanks,

Katie

Thanks Katie

This thread is closed from further comment. Please visit the forum to start a new thread.