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Kudos0

Only able to add one child

Good day to all.

Purchased norton family to have the two kids web and cell activities "watched". Added kid 1 with no problem. Added it the the two computers and his cell. Everything went perfect. Went to add the 2nd child and that's when it all went down hill. Every time i try to add a 2nd child i get a red error on the top of the screen stating unable to retrieve activities followed by the error "details provided is invalid"". I have tried every combination of names and ways to make it work. This started approx 2 weeks ago. I called into "support" they attached to my computer and attempted to add the 2nd child with no luck. I was told that they needed to send my information and a ticket number over to the enginering department and I would receive a "call back"in 24 hours. 24 hours came and went and attempted to add the 2nd child again. Same errors again. Called back into support to get the issue fixed and had someone attempt to "fix" the issue again via my computer. No luck. Was told a call back would happen again with in 24 hours.. No luck. 

Well now 2 weeks later of doing the exact same routine day after day I'm at the point of boiling. I paid for a service that Norton can't provide. Is there other people that can have more than one child on the account? Does this product work at all? Is all the reviews and hype all for nothing? Can someone actually help me?

Replies

Kudos0

Re: Only able to add one child

To add to my previous post. Now all activities and actions are not being monitored. The website says "unable to retrieve activities". So child number 1 has had a free for all for the last 24 hours. 

Called again last night into tech support and spoke to a "manager" that stated the engineering group would need at least another week to get back to me. Not sure this product is for me at this point. Good idea.. very poor support. Any one out there has any idea or help would be appreciated.

Kudos0

Re: Only able to add one child

H Jonah D,  

We apologize for the inconvenience caused.  I will check with our engineering team directly to get an update for you.  As for the 1 child, he/she should be monitored.  The message "unable to retrieve activities" only means the website logs are currently not displayed in your account, but they should be captured. 

Can you please send me a private message with the following information via the forum by clicking Inbox at upper right hand corner?

1. Your Norton Family account email address

2. The 2nd child's name

Thanks

Katie

Thanks Katie
Kudos0

Re: Only able to add one child

Katie,

As requested I have sent you a PM with the needed info. As far as the websites message "unable to retrieve activities" this would be a huge issue if this basic feature didn't work. We as parents would like to be able to see what the kids are doing. Thats why we purchased this product in the 1st place. 

Kudos0

Re: Only able to add one child

Sure.  We will check into your account using the email address you sent.

Thanks!

Katie

Thanks Katie
Kudos0

Re: Only able to add one child

hi Jonah D

Same issue. Except i cant even add the first child. Bought this product 2 days ago. Had 2 technicians log into my pc without any resolution. Also cant do anything with Norton Family on my child's mobile phone. NORTON FIX!! OR I WANT MY MONEY BACK!! Plus you'll get the worst review from me on every forum and review platform i can get my hands on!!

Kudos0

Re: Only able to add one child

Hi

We have identified the issue and it will be addressed very soon.

Thanks

Katie

Thanks Katie
Kudos0

Re: Only able to add one child

Please check the link below for more information and workaround:

https://community.norton.com/en/comment/7346711#comment-7346711

Thanks

Katie

Thanks Katie
Kudos0

Re: Only able to add one child

Using the "Work Around" i was now able to add a 2nd child, but I still am unable to view my childs history or location or anything online. It keeps getting the "unable to retrieve actvities" error. 

One problem kind of fixed ( with a work around )

2nd problem still there. 

Please advise.

Kudos0

Re: Only able to add one child

Hi Jonah,

Thanks for the update.  Please try again when we release a new update, which should be available very soon to see if you still get the "unable to retrieve activities" error then.

Thanks

Katie

Thanks Katie
Kudos0

Re: Only able to add one child

Not to be rude, but I paid for a working service. I didn't agree to be a beta tester for a half product. When will "soon" be? Will all the Norton Family customers be compensated for the down time and zero pre planning on Norton's behalf with a product launch that was not tested or remotely ready for a public release?

Kudos0

Re: Only able to add one child

The issue with adding child has been corrected in Production.

We are continuing to work on the issue “Unable to retrieve activities”

Thanks

Katie

Thanks Katie
Kudos0

Re: Only able to add one child

Is there any update to this issue. We are still unable to view our children's activities. (Text messages, websites, location etc)

Kudos0

Re: Only able to add one child

Thanks for the inquiry.  I will check with engineering team to get an update on this.

Thanks for your patience.

Thanks

Katie

Thanks Katie
Kudos0

Re: Only able to add one child

Hi Jonah, 

Can you please check again to see if you are still experiencing the issue?

Thanks

Katie

 

Thanks Katie
Accepted Solution
Kudos0

Re: Only able to add one child

It appears all functionality of the website has returned. 

Thank you.

Kudos0

Re: Only able to add one child

Great.  Thanks for the update.

Thanks

Katie

Thanks Katie

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