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Kudos0

Norton Family Parental Control

Posted: 16-May-2021 | 10:40PM · Edited: 18-May-2021 | 1:09AM · 5 Replies ·

Problem Description

We created 2 Norton accounts to manage Norton 360 Premier licenses. Details are as follows:-

  1. <removed>

​​​​​​​Account email: <removed>

No. of Norton 360 Premier licenses associated with <removed>  = 127

Purpose = To configure Norton 360 Antivirus and Norton Family Parental Control on 1,270 devices to be distributed to needy students

  1. <removed>

Account email: <removed>

No. of Norton 360 Premier licenses associated with <removed>  = 17

Purpose = To configure Norton 360 Antivirus and Norton Family Parental Control on 170 devices to be distributed to needy students

Similar Issues Faced with both accounts ( <removed> & <removed>)

  1. After installing Norton Family Parental Control on android device , after login, when adding device to the child, we are getting the error message "Failed to associate this machine to the child account"
  2. Also, when we logged on Norton account, we try to delete a child profile, we are getting an error message “an error occurred when trying to delete child. Please try again later.”

Actions Taken

  1. We contacted Norton Support on different occasions since 27 April 2021
  2. You may refer to case numbers: #<removed>, #<removed>, #<removed> , #<removed>
  3. Agents took remote control of the device on several occasions and encountered same issues.
  4. We also talked to local representative.
  5. A level 2 engineer (named <removed>) contacted us on 7 May 2021 and 10 May 2021. The latter informed us that Norton is facing backend server issues and that the issue shall be resolved in 48 hours.
  6. A week has elapsed and the issue remains unresolved and level 2 engineer has not yet contacted us.

Request for urgent Remedial Actions

We make a special request to Norton to consider resolving this issue at the earliest possible given the fact that this has heavily impeded in our operations and consequently caused delay in distributing tablet devices to needy student for educational purposes.

[Edit: Masked the personally identifiable information to conform with the Participation Guidelines and Terms of Service]

Replies

Kudos0

Re: Norton Family Parental Control

Posted: 17-May-2021 | 12:50AM · Permalink

Hi User,

Norton Family is currently not available for Organizations or Small Businesses.

This is strictly a family product, only Parents can use it to setup and supervise their children. It should not be used to redistribute or setup multiple users with a single account.

Kudos0

Re: Norton Family Parental Control

Posted: 17-May-2021 | 1:09AM · Permalink

Hi,

Thank you for your reply.

I need some more clarification on your reply above.

We purchase Norton 360 Premier license ( 1 user 10 devices).

It means that one Norton login account can be associated with only one email address and finally only 1 Norton Premier license. In How many devices can we configure Norton Family Parental Control using one Norton 360 Premier license under a particular Norton Account? Is there any restriction for Adding Child? if yes how many children can we add with one license?

In our situation, we have used one email account/ one norton login account to manage 127 Norton Premier licenses. Technically We should be able to configure Norton Family parental control on 1270 devices and able to create 1270 child profiles. But we are not able to do so. 

Kudos0

Re: Norton Family Parental Control

Posted: 17-May-2021 | 5:32AM · Permalink

Hi,  

A Norton Family account supports up to 15 children and we recommend up to 50 devices per account. This should not be confused with the number of licenses for Norton Family. Only Parents can/should setup Norton Family and supervise their children. It should not be used to redistribute or setup multiple users with a single account. 

Each parent has to create an individual Norton Family account and then can add their children and manage the devices in their family. 

In this case, the license should be associated to their individual Norton Family account.

Please use the below Norton Community forums for queries on License management or Norton 360,

https://community.norton.com/en/forums/subscription

https://community.norton.com/en/forums/norton-360-windows

Thanks,

Norton Family Team.

Kudos0

Re: Norton Family Parental Control

Posted: 17-May-2021 | 10:48PM · Permalink

Hi,

I have been through your different replies. 

First and foremost, parents shall be able to see their children online activity through notifications in their mail.

As per our understanding, Norton 360 Premier comes with Parental Control Features, implying that we can install both Norton 360 antivirus and Norton Family Parental Control. Am i right?

Secondly, when you create a Norton Login Account to manage your Norton 360 Premier license, under same dashboard you can manage Parental Controls, that is Adding Child, Managing Profile and Adding device. Am i right?

Now, the most interesting part comes! I purchased 20 Norton Premier Licenses. Do you i need to create 20 individual /different Norton Login Accounts to manage 20 Norton Premier Licenses? Please answer?

Or i can use one single Norton Login Account to manage my 20 different Norton Premier Licenses? Please reply

In our situation, upon consultation with Norton, we are using one single Norton Login Account to manage different Norton Premier Licenses. Logically under Norton login account dashboard , we should be able to:

(i) Create different child

(ii)   Manage Child Profiles

(iii) Assign devices

Surprisingly we are not able to do so!!!! We are getting error messages such as " "Failed to associate this machine to the child account" and error while deleting profile.

In my opinion, i do not think that Norton shall allow you to manage different Norton Premier licenses using one single Norton Login Account and at the same time, putting restrictions on setting Parental Controls. If this has been the case, then Norton Family Parental Control should have been a different product not parts and parcel/ a bundled package of Norton Premier. Also as confirmed by different agents, level two engineer, this is a technical issue. I therefore humbly request Norton to investigate the matter and report on same.

Kudos0

Re: Norton Family Parental Control

Posted: 18-May-2021 | 1:19AM · Permalink

Hi @NEF,

Thank you for posting on the Norton Community. We see that you are already in touch with Norton Support about this issue. Your feedback has been noted. For further clarification regarding this issue, please Contact Support. To report new issues, please Create New Post in the Norton Family board. Thank you. 

-Gayathri 

Gayathri R | Norton Forums Global Community Administrator | NortonLifeLock

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