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Kudos0

Norton Online Family - problems with Windows XP?

I've got Norton Online Family installed on two computers, a desktop running Windows XP and a laptop running Windows 7. Both machines also have Norton 360 installed on them.  Online family was working fine until the difficulties that we all experienced towards the end of last year, but once those technical difficulties were out of the way it was all fine again.

Now the laptop appears to be working OK, but I'm having a lot of trouble with the desktop. The difficulties can be summarised as follows:

  • Norton Online Family claims that it's running on the logins used by my two children, but right clicking on the icons on those logins reveals that these accounts are not being monitored.
  • Each time I log in to the Norton Online Family site to try and sort things out, it tells me that the installation needs to be updated; I go through the motions of doing this, but keep getting the same message.
  • I've tried to uninstall the whole thing and start again, but it refuses to let me, claiming that the user email and password that I enter are incorrect (although the same details work fine when logging in to the website).
  • Now and again I get a Runtime Error message linking to Norton Family ... something about a ccSvcHst.exe or other.

I've been using Norton products for the best part of 20 years, and have always found them very useful and reliable. But what's been going on with Norton Online Family recently has been, to say the least, very unfortunate.

At the end of the day, I want my kids to be able to use the internet safely, and have been relying on Norton Online Family to help me achieve that end. But at the moment, it's failing badly.

Please help.

Replies

Kudos0

Re: Norton Online Family - problems with Windows XP?

I've got Norton Online Family installed on two computers, a desktop running Windows XP and a laptop running Windows 7. Both machines also have Norton 360 installed on them.  Online family was working fine until the difficulties that we all experienced towards the end of last year, but once those technical difficulties were out of the way it was all fine again.

Now the laptop appears to be working OK, but I'm having a lot of trouble with the desktop. The difficulties can be summarised as follows:

  • Norton Online Family claims that it's running on the logins used by my two children, but right clicking on the icons on those logins reveals that these accounts are not being monitored.
  • Each time I log in to the Norton Online Family site to try and sort things out, it tells me that the installation needs to be updated; I go through the motions of doing this, but keep getting the same message.
  • I've tried to uninstall the whole thing and start again, but it refuses to let me, claiming that the user email and password that I enter are incorrect (although the same details work fine when logging in to the website).
  • Now and again I get a Runtime Error message linking to Norton Family ... something about a ccSvcHst.exe or other.

I've been using Norton products for the best part of 20 years, and have always found them very useful and reliable. But what's been going on with Norton Online Family recently has been, to say the least, very unfortunate.

At the end of the day, I want my kids to be able to use the internet safely, and have been relying on Norton Online Family to help me achieve that end. But at the moment, it's failing badly.

Please help.

Kudos0

Re: Norton Online Family - problems with Windows XP?

Hi benmurray,

From you you described, it sounded like the program was not properly installed on the XP.  I've sent you a private message.  Please check it when you get a chance.

Thanks,

Katie

Thanks Katie
Kudos0

Re: Norton Online Family - problems with Windows XP?

Dear Katie,

After one day trying, I still can not get connected with one XP-computer to the NOF server (NOF server is temporarily unavailable). Two other windows7 machines worked out perfectly, but this one XP-pro machine refuses to get connected and als I get this hanging piece of software (ccSvcHst.exe) as well when I restart the computer... I must be rather certain that it is this version of known problem.

 

I tried to find the solution here somewhere, but all I find is people having this problem since 2012. I just updated today the software to premier, but I did not expect to find this (old) problem here. So my questions is, what is the solution for this problem? You mention in this email you wrote the solution in a private email. In other places on the forum you mention it is solved, but I did not manage to find the predescribed solution. So I hope you can inform me.

 

Thanks in advance and beste regards,

 

 

Michel Collet

Kudos0

Re: Norton Online Family - problems with Windows XP?

Hi macollet,

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

Thanks,

Katie

Thanks Katie
Kudos0

Re: Norton Online Family - problems with Windows XP?

Hi,

I have also seen problems on PC's running Windows XP that I do not see on Windows 7, for the same NOF account.

I'd like to know what's going on. If there's a fix or any other info about this problem, please private me also. Or better yet, why not post it for everyone?

Thanks

Kudos0

Re: Norton Online Family - problems with Windows XP?

I agree - the information that I got in a private message was very helpful, but I don't see why Symantec needs to communicate with us in this way.

I hope that I'm not breaking any confidences if I pass on the same link that I was sent in the PM:

http://community.norton.com/t5/Norton-Family/Norton-Safety-Minder-is-not-getting-installed/m-p/624989/highlight/true#M8749

Best wishes,

Ben Murray

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