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Kudos0

Norton Family is not running. This could be caused by a problem with the program.

Today our son blew by the daily time limit. Although the limit is being logged, his session on the computer was not ended. Example messages below.

I can't find anything on the computer (checked Windows System and Application logs) to explain this. Is there a Norton Family event log somewhere which will explain what is happening?

5/16/13 8:11 PM : Norton Family is not running. This could be caused by a problem with the program, or else a user might have shut down a Norton Family component. Please restart the computer. [KIDS-HP] 5/16/13 8:18 PM : Blocked - Daily time limit reached [KIDS-HP]  

Replies

Kudos0

Re: Norton Family is not running. This could be caused by a problem with the program.

Hi geogherkins,

To avoid and limit the possibility to tamper/disable the system, please give non-administrative rights (limited or restricted) to your child’s  user account and keep the password for your Norton Online Family account away from the child.  Otherwise,  the child would have the ability to tamper the program.

Thanks,

Katie

Thanks Katie
Kudos0

Re: Norton Family is not running. This could be caused by a problem with the program.

Katie,

You are assuming too much. In fact the accounts used on this problem computer are NOT administrators. They are merely user accounts and have no privileges. The kids do NOT have the Norton Family password and cannot tamper with Norton Family settings. Based on the (very limited) diagnostic message, it appears that Norton Family is just crashing. It is possible that kids have figured out some sequence of logoff/logon in a short amount of time, or perhaps can modify Firefox or Internet Explorer Add-Ins behaviors (IE is notorious for prompting to disable Add-Ons it thinks are reducing performance). But I do not know what the kids are doing, or what Norton Family is doing, because there just isn't enough diagnostic information in the Windows System or Application log files. So... can you please tell me how to turn on a trace or logging function within Norton Family that will capture the error symptom?

George

Kudos0

Re: Norton Family is not running. This could be caused by a problem with the program.

Hi geogherkins,

I will be glad to setup a remote session with you to collect some logs if  you are interested in having one with me.  Are you able to reproduce the message consistently?

Thanks,

Katie

Thanks Katie
Kudos0

Re: Norton Family is not running. This could be caused by a problem with the program.

Thanks for your offer, but I'm afraid that's not possible. I do not get the message consistently or regularly.

I have a theory: the kids have a default 3 hours per day maximum. If one of the kids abuses the screen time limit they have some "trick" they do to break Norton and get around this limit. Most of the time they are not addicted to the screen and don't break the 3 hour rule and don't crash Norton... Of course when I've asked they claim they are not responsible, and I have no evidence otherwise, but I am suspicious. Which is why I'd like something from Norton Family that I can turn on which will capture the error symptom to a log file, etc. As it stands now I get a delayed e-mail notice and by then the computer has been shutdown and there is no evidence or symptom to look at.

If there is a "debug" option I can turn on, please let me know.

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