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Kudos0

Norton Family Server is temporarily unavailable

Hi,

Had to reinstall NOF on a Windows 7 PC. It installs OK, but when I try to enter the Norton account, I get

Norton Family Server is temporarily unavailable, please try again later.

On another PC on the same account, I can log in OK

Thinking that this had something to do with the previous problems I was having with NOF,  I wiped the hard drive and reinstalled everything from scratch, and I'm still getting this error.

Now what?

.

Replies

Kudos0

Re: Norton Family Server is temporarily unavailable

Hi,

Had to reinstall NOF on a Windows 7 PC. It installs OK, but when I try to enter the Norton account, I get

Norton Family Server is temporarily unavailable, please try again later.

On another PC on the same account, I can log in OK

Thinking that this had something to do with the previous problems I was having with NOF,  I wiped the hard drive and reinstalled everything from scratch, and I'm still getting this error.

Now what?

.

Kudos0

Re: Norton Family Server is temporarily unavailable

Hi dbdan22,

I haven't been able to reproduce the error.  Are you still experiencing the issue?

Thanks,

Katie

Thanks Katie
Kudos0

Re: Norton Family Server is temporarily unavailable

Yes, the problem continues. I can't register Norton Family because the servers are unavailable. And I can't uninstall and reinstall for the same reason - it tries to validate the email and password but can't. I can log into the same account on another PC. But I can't use it on this PC. Any suggestions?

Kudos0

Re: Norton Family Server is temporarily unavailable

Hi dbdan22,

The Norton Family is checking into the issue now.  I'll let you know as soon as I get any updates.

Thanks

Katie

Thanks Katie
Kudos0

Re: Norton Family Server is temporarily unavailable

Katie,

This problem was first reported over a year ago.

What are they "checking into"? Don't they have a solution yet?

Kudos0

Re: Norton Family Server is temporarily unavailable

Hi dbdan22,

Thanks for the update.  The same error message that was reported a year ago was resolved around that time.  It could be different reason that causes the same error message this time.  I'll check with the team and keep you posted.

Thanks,

Katie 

Thanks Katie
Kudos0

Re: Norton Family Server is temporarily unavailable

Hi,

What's going on here is that Norton Family is reporting the wrong error message.

Yes, it's an error, but it's not that the servers are unavailable, it's something else.

In this case, there was a mixup with the account that Norton Family was registered under. It was registered to one account, but I was trying to log in with a different account. In other words, both accounts are valid and both belong to me, but this PC was registered under account "A" and not account "B". So when I logged in with account "B" it said the servers were temporarily unavailable.

When I realized what I did, I logged in with the registered account "A", and I was able to uninstall it and reinstall under the account it should have been registered under to begin with, "B".

See, if I had used an invalid account or a username and password mismatch, the error message probably would have been "invalid username" or whatever.

But I was using a valid account - only it was the WRONG account FOR THIS PC.

So the error message lies. The developers probably used it as a catchall for several error conditions. They should be a little more careful to put out an error message that matches what's really going on. The error message should have been "Wrong account", not "Norton Family Server is temporarily unavailable".

Please ask the developers to change the error message.

Kudos0

Re: Norton Family Server is temporarily unavailable

Hi dbdan22,

Thanks for the update.  I'm glad to hear you make the program work on the PC.  I'll certainly bring this to the team' attention.  To marrow down the possibility why it could happen, I was also wondering if it is possible that you log onto the Norton Family website as account "A" (using email address for "A)  when you  installed Norton Family on the PC?

Thanks,

Katie

Thanks Katie
Kudos0

Re: Norton Family Server is temporarily unavailable

Yes, when NOF was installed, it was installed from and registered to account "A".

Later, when I log in from account "B", I get the "Server is temporarily unavailable" message.

I've since confirmed this problem on another PC. So it is consistent and reproducible.

Kudos0

Re: Norton Family Server is temporarily unavailable

Hi dbdan22,

Thanks for the update.

Thanks,

Katie

Thanks Katie
Kudos0

Re: Norton Family Server is temporarily unavailable

I'm still waiting for a fix for this.

Once you register a PC to a Norton Family account, you cannot change the account, even on a reinstall.

If you reinstall and try to register the PC to a different account from the original installation account, you get the "servers unavailable" error.

DerekJS reports a solution to a similar problem.

When will the problem be fixed for everyone?

Kudos0

Re: Norton Family Server is temporarily unavailable

I've had similar problems too. The only thought I have is this was done intentionally to prevent the kids from creating another account with fewer restrictions and then switching the computer to the new account. However, this exploit would be easily prevented if you were required to provide the credentials for the first account before it let you switch it to another account. Just preventing a switch entirely is the easy out for the developers, but it is hard for the users. Shouldn't it be the other way around?

Kudos0

Re: Norton Family Server is temporarily unavailable

Hi dbdan22 & jman4.

The issue is related to a header in Norton Family registry.  Please check out the post below for details.

http://community.norton.com/t5/Norton-Family/5weeks-18hrs-later-and-still-no-resolution/m-p/1070927/highlight/true#M14515

Thanks,

Katie

Thanks Katie
Kudos0

Re: Norton Family Server is temporarily unavailable

Hi,

I have the same problem with two computers and with the same internet connection. One computer is working perfectly but the other one has the "family server is temporary unavailable" error, and it is not registering on the web...

@KatieQ can you please explaiin what  headers of Norton Family registry have to be added manually and where?

 

Thank you in advanced.

Kudos0

Re: Norton Family Server is temporarily unavailable

Hi gauler,

Just want to make sure we are talking about the same issue, can you please provide a little details on when and where you get the error "family server is temporary unavailable"?

Thanks,

Katie

Thanks Katie
Kudos0

Re: Norton Family Server is temporarily unavailable

oops...sorry wrong thread :/

My problem is with a new installation. Once the installer has finished its job, i get  a window asking me to enter my username, password and computer's name. When i hit 'ok', i get the 'norton family server is temporary unavaileable'

Kudos0

Re: Norton Family Server is temporarily unavailable

Hi gauler,

Can you please send me a private message via the forum with your Norton Family email address?

Thanks,

Katie

Thanks Katie
Kudos0

Re: Norton Family Server is temporarily unavailable

message sent
Kudos0

Re: Norton Family Server is temporarily unavailable

Thanks gauler for the update.

Thanks,

Katie

Thanks Katie
Kudos0

Re: Norton Family Server is temporarily unavailable

Could anyone help me with my installation problem?

Kudos0

Re: Norton Family Server is temporarily unavailable

Hi gauler,

I checked with our Norton Family team for your issue.  If you are interested in having a remote session with me, please send me a private message with details.

Thanks,

Katie

Thanks Katie
Kudos0

Re: Norton Family Server is temporarily unavailable

Installed Norton Family 2.9 on home PC  (windows 7 64)  but still have the same error : The Norton Family server is temporarily unavailable and also, still no logs in Norton Family web dashboard about social , video for the android devices where I user Norton Family.  

Arthur

Kudos0

Re: Norton Family Server is temporarily unavailable

Hi arthurro,

If you are getting the error  "The Norton Family server is temporarily unavailable" at end of installation, I'd like to setup a remote session with you.  If you are interested, please send me a private message via the forum for details.

Thanks,

Katie

Thanks Katie
Kudos0

Re: Norton Family Server is temporarily unavailable

Katie,

What is the status of a fix for this problem?

Did you have the remote session with arthurro, and did you see the problem for yourself?

If not, do you want the steps necessary to reproduce it?

Thanks

Kudos0

Re: Norton Family Server is temporarily unavailable

Hi dbdan22,

I sent you a private message.  Please read it when you get a chance.

Thanks,

Katie

Thanks Katie
Kudos0

Re: Norton Family Server is temporarily unavailable

Just had a private session with Katie.

The upshot is:

When installing or reinstalling Norton Family:

- you MUST log in to the Norton Account you’re going to use

- you MUST use the Download link at the bottom of the page. If the software is already on the hard drive, best to delete it so that it's downloaded again (although this wasn't proven).

- you MUST enter the same Norton Account email address when you run the downloaded file. It has to match the Email address you used for the download.

Otherwise you will get the “Norton Servers are temporarily unavailable” error.

Questions for the developers:

If the Norton Account email is fixed at download time, then why are you asking for it again at run time? If the software already knows what it is, It should be filled in. It's a trick question.

If the Norton Account email you enter does not match the email it was downloaded from, why is the error message “Norton Servers are temporarily unavailable”? It makes no sense.

Any why does the software sometimes ask what you want to name the system, and sometimes does not? And please stop automatically appending "_WIN7" and "_WINXP" and overwriting the end of the PC name!!!

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