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Kudos0

Norton Family stopped working - Android and I am unable to remove

I've been using Norton Family for a few months now and it has worked very well.  A few days ago it stopped working (reporting) on my childs Android phone.  I logged in on his phone, uninstalled the app and reinstalled.  This did not fix the issue.  Now as of today I cannot even log in as parent.  I am getting a notification that "This device is already associated with a different user account."  It also is not showing up when I log in to the website.  I am unable to remove the app from the phone.

Replies

Kudos0

Re: Norton Family stopped working - Android and I am unable to remove

Update....I am now able to log into childs phone in parent mode.  Still unable to remove app from childs android phone and service still does not work.  I've completely removed child on my parent phone and on the website.  Still no luck.

Kudos0

Re: Norton Family stopped working - Android and I am unable to remove

Hi johnnyseko,

Can you please the thread in the link below to see if it could be a similar situation?  If it's different scenario, 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?

https://community.norton.com/en/comment/6208981#comment-6208981

Thanks

Katie

Thanks Katie
Kudos0

Re: Norton Family stopped working - Android and I am unable to remove

Hi Katie,

I looked at that thread.  It doesn't appear my son reset the phone.  I was finally able to log in, uninstall and reinstall program last night on his android.  The website detected the phone.  I reset all restrictions but they did not work.  Time limits, location, blocked apps, etc.  I then tried to remove the app from the phone.  Now I can't do that again.  I'll send you my login email.

thanks,

John

Kudos0

Re: Norton Family stopped working - Android and I am unable to remove

Hi johnnyseko,

I've got your private message.  Thanks!  You said you are not able to remove, did you follow the steps below to uninstall Norton Family?  If yes, then what exactly happens when you try to uninstall Norton Family from the Android device, got any error, the "This device is already associated with a different user account." error?

https://family.norton.com/familysafety/help.fs?action=uninstallingNSM

Thanks

Katie

Thanks Katie
Accepted Solution
Kudos0

Re: Norton Family stopped working - Android and I am unable to remove

Working!

I followed the instructions and removed the app from the android.  Reinstalled it and it just started working.  I have no idea what the problem was or has been caused by.  So far everything works as it has always in the past.  

Thank you!

Kudos0

Re: Norton Family stopped working - Android and I am unable to remove

App stopped working again on an android phone.  I am unable to view texts and now the app is not blocking apps and the time restrictions don't seem to be working.  This started on 6/25, the last texts I can view from my online account.  I have removed the app and reinstalled twice with no luck. 

Kudos0

Re: Norton Family stopped working - Android and I am unable to remove

Hi Johnnyseko,

I've reported the issue to the team using the email information you sent me last time. 

Thanks

Katie

Thanks Katie
Kudos0

Re: Norton Family stopped working - Android and I am unable to remove

Hi Johnnyseko,

Our engineer team checked your account and found there is an invited parent (miXXXXX@gmail.com).  This parent is Basic.

Please check to see if the NF Android app was installed using joXXXXX@YYY.com or using miXXXXX@gmail.com.

If you have installed NF on the Android device using miXXXX@gmail.com, please try installing with  joXXXXX@YYY.com.

I have also sent you a private message with your full email addresses mentioned in the post.   I leave the message here, so other users with similar issue can check into the steps too.

Thanks

Katie

Thanks Katie
Kudos0

Re: Norton Family stopped working - Android and I am unable to remove

Hi Katie,

I checked and NF was installed under  joXXXXX@YYY.com.  I removed the app again on both my iPhone and my childs Android and reinstalled under  joXXXXX@YYY.com.  That's the only account we've been using.  I tried the time restriction, location service, and app blocking and none of those services worked on his phone.  I was able to use it during blocked hours, open apps that are supposed to be blocked and the location gives me this message - 

"Sorry! We couldn’t track the current location of JohnM. Please try after sometime."

The only feature that seems to be working is the web supervision and notifications as I tried the web browser (chrome) to go on a few social sites and those were blocked by NF and I received email notifications.

Oh, and I did shut down/restart the Android after the install.

Thanks, John

Kudos0

Re: Norton Family stopped working - Android and I am unable to remove

Hi johnnyseko,

Can  you please let us know the following and we will check the issue further?

1. What version of Norton Family is running on the machine?  To find the version number,  please go to your Android device, click Menu -> Settings -> Applications -> Manage applications -> Norton Family. 

2. What version of Android is running on the Android phone?  To determine what version is running on your device, select Apps > Settings > About phone or About tablet.

Thanks

Katie

Thanks Katie
Kudos0

Re: Norton Family stopped working - Android and I am unable to remove

Norton Version 3.4.1.21

Android Version 4.4.2

Thanks

Kudos0

Re: Norton Family stopped working - Android and I am unable to remove

Thanks John for the update.  We will continue checking into the issue.

Thanks

Katie

Thanks Katie
Kudos0

Re: Norton Family stopped working - Android and I am unable to remove

Hi johnnyseko,

Can you please let us know in the House Rules page if the following text message is shown

For App – “Your parents can monitor the apps you install”

For Messaging – “Your parents can monitor your text messages”

For Location – “Your parents can monitor this device's location”

If not, please click on the Menu and click on the “House Rules” link.

If these rules still do not reflect, please login to Parent Mode from the Menu and click on the Refresh button present in

Settings->Norton Subscription screen and then check in the Child’s House Rules page if the rules are reflected?

If still does not work, can you please send the screen-shot of the House Rules page shown in the Norton Family in the child app?

Instructions to post screenshots can be found here

https://community.norton.com/forums/how-post-image-forums-0

Also, whether it shows you as Premier in the Norton Subscription screen after Refresh?

Thanks

Katie

Thanks Katie
Kudos0

Re: Norton Family stopped working - Android and I am unable to remove

hm; I do have identified some similar issues. What I could see on the logfiles of the kids mobile device are some interesting log entries. They are dated from 2013 as well from 2016.... In addition I could see in the WebUI some logged date and time changes.

I have no idea if this is something of help.

To get it back to work I had to remove and reinstall the app on Android. That's not what I was expecting since the weblog is now pointing to devices which are "no longer in use".

Kudos0

Re: Norton Family stopped working - Android and I am unable to remove

Hi Www2,

You said "I had to remove and reinstall the app on Android. That's not what I was expecting since the weblog is now pointing to devices which are "no longer in use".

After you reinstall Norton Family on the device, does the program start working?  Also, can you please let us know where you see that "the weblog is now pointing to devices which are no longer in use"?  Is it in Norton Family, or somewhere on the phone?

Thanks

Katie

Thanks Katie
Kudos0

Re: Norton Family stopped working - Android and I am unable to remove

Hello KatieQ,

sorry, due to another problem with the WebUI of family.norton.com I am not able to share with you the log. Regarding this particular WebUI issue I am already in touch with your support team. Once this is sorted out I will report back to you.

Best regards

Kudos0

Re: Norton Family stopped working - Android and I am unable to remove

Thanks for the update.  If you have any questions or updates, please let us know.

Thanks

Katie

Thanks Katie
Kudos0

Re: Norton Family stopped working - Android and I am unable to remove

Hello KatieQ,

after reinstalling NOF on the mobile device it is working. :-)

Within the Alerts section of the Admin - WebUI I can see the following - pointing to an "uninstalled device" which is the same where I reinstalled and restarted the the app.

7/1/15 6:54 AM : Device Time was changed [Uninstalled Device Changed to:7/1/14 6:54 AM]
You can click here for more details about this notification.

The link mentioned above is not working. :-(  Typically it shows some further details

Is this of help?

IIt looks like that Timemanagement and activity logging is no longer working after you modified the date (see above).

Kudos0

Re: Norton Family stopped working - Android and I am unable to remove

Hi Www2,

I'm glad to hear it's working now.  

You said "activity logging is no longer working after you modified the date"....so you think the Norton Family changed the date and time?  The program shouldn't change the time settings on the mobile by itself.

Do I understand you correctly?  Please let us know why you think the time was changed by the Norton Family program?

Thanks

Katie

Thanks Katie
Kudos0

Re: Norton Family stopped working - Android and I am unable to remove

Hi katie

My subscription status on the app on the child phone shows as Basic.  I followed the instructions you gave and refreshed the app a few times with no luck.  I also went on my account on the device and the website and tried to remove the other 'invited' parent and am unable?  I thought maybe the invited parent may have something to do with my account showing up as basic.

Screen shot - 

Kudos0

Re: Norton Family stopped working - Android and I am unable to remove

Hi johnnyseko,

Can you please uninstall/reinstall Norton Family on the device to see if that helps.  For details, please check the link at  

https://family.norton.com/familysafety/help.fs?action=uninstallingNSM

https://family.norton.com/familysafety/help.fs?action=installingNSM#win

Please let us know if that helps.

Thanks

Katie

Thanks Katie
Kudos0

Re: Norton Family stopped working - Android and I am unable to remove

Uninstalled and reinstalled and that had no effect

Kudos0

Re: Norton Family stopped working - Android and I am unable to remove

johnnyseko,

We will continue to check into this.

Thanks

Katie

Thanks Katie
Kudos0

Re: Norton Family stopped working - Android and I am unable to remove

Hi johnnyseko,

Can you please let us know

  1. if you are shown as a Premier Member in NF Portal?
  2. In the portal, you can view the subscription page as mentioned in https://family.norton.com/familysafety/help.fs?action=viewingYourSubscriptionDetails check if this subscription and the one in Android are same?
  3. If the subscription details in previous step are not same, then please send me private message via the forum with a screen shot of  the Subscription Page. 

         You can send private message via the forum by clicking Inbox at upper right hand corner?

         Instructions to post screenshots can be found here

         https://community.norton.com/forums/how-post-image-forums-0

Thanks

Katie

Thanks Katie
Kudos0

Re: Norton Family stopped working - Android and I am unable to remove

Kudos0

Re: Norton Family stopped working - Android and I am unable to remove

I attached the image.  Sorry for the delay getting back.  I'm a premier member but it is loading on the phone as basic.

I still am unable to remove the other parent (michelle) from the family, that shows as basic as well.  It seems this might have something to do with the problem as it seems odd to me that I am unable to remove her from my account.  Is there any way I can just open a new account and start over with the same product key?

Kudos0

Re: Norton Family stopped working - Android and I am unable to remove

Hi Johnnyseko,

I've reported the information to the engineering team and will keep you posted as soon as I get any updates.

Thanks

Katie

Thanks Katie
Kudos0

Re: Norton Family stopped working - Android and I am unable to remove

Hi Johnnyseko,

Please login to Parent Mode from the Menu and click on the Refresh button present in Settings->Norton Subscription screen to see if that helps.

Thanks

Katie

Thanks Katie
Kudos0

Re: Norton Family stopped working - Android and I am unable to remove

Hi Katie,

I refreshed the app in the phone and it did not change from Basic.

I have since created a new account under a different email and have been using the 30 day trial with no issues.  Everything works as it should.

Kudos0

Re: Norton Family stopped working - Android and I am unable to remove

Hi John,

Thanks for the update.  We are working on issue.  I want to make your original account work, so you can continue to use the premier version.  For now, you are using the trial premier version, which is good...  Smart move :-).

Thanks

Katie

Thanks Katie
Kudos0

Re: Norton Family stopped working - Android and I am unable to remove

Hi John,

We have made some changes to your original Norton Family account. Can you please check again to see if you are a premier user now?

Thanks

Katie

Thanks Katie
Kudos0

Re: Norton Family stopped working - Android and I am unable to remove

Hi Katie,

I loaded my original Premier Acct on the phone a few days ago.   All has been working perfectly, no issues.  Seems this has fixed this problem.

Thank you!

Kudos0

Re: Norton Family stopped working - Android and I am unable to remove

Hi John,

Great.  I'm glad to hear it's working now.  Thanks for the update.  

Thanks

Katie

Thanks Katie

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