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Kudos0

Online Family Stops Recognizing Computer

Periodically Online Family stops recognizing my kids' computers.   The computers have been registered and have had successful use of Online Family.  Then upon boot up at some point it indicates the setup is not complete and asks to setup my account.  I log in to this screen and it asks to make a new ID for the computer.  Until that point the computer is unprotected.  I then have to give the computer a new name because it won't allow duplication of the old name.  

Unfortunately this has happened 8 times between my kids' two computers, and now I've reached the 10 computer limit, even though only two computers have used online family.  So the computers are unprotected.  Not sure why this is.  Kids' assure me they've done nothing to disable it.  Is this a known issue?  What is the resolution?

Replies

Kudos0

Re: Online Family Stops Recognizing Computer

Periodically Online Family stops recognizing my kids' computers.   The computers have been registered and have had successful use of Online Family.  Then upon boot up at some point it indicates the setup is not complete and asks to setup my account.  I log in to this screen and it asks to make a new ID for the computer.  Until that point the computer is unprotected.  I then have to give the computer a new name because it won't allow duplication of the old name.  

Unfortunately this has happened 8 times between my kids' two computers, and now I've reached the 10 computer limit, even though only two computers have used online family.  So the computers are unprotected.  Not sure why this is.  Kids' assure me they've done nothing to disable it.  Is this a known issue?  What is the resolution?

Kudos0

Re: Online Family Stops Recognizing Computer

Hi BrotherJed,

Please make sure you are using the latest Norton Safety Minder 1.2.2.2 on the PC.  You can determine this by right clicking on the Norton Safety Minder icon in the System tray and selecting About Norton Safety Minder.

 

Also, I would be more than happy to setup a remote desktop access and work together with you on this.  You're welcome to send me a private message or an email for details.  You can find my email address at http://community.norton.com/norton/profile?user.id=15038

 

Thanks,

Katie

Thanks Katie

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