• All Community
    • All Community
    • Forums
    • Ideas
    • Blogs
Advanced

Not what you are looking for? Ask the experts!

This forum thread needs a solution.
Kudos0

Receiving error that says- Unable to Update Child Policy

When attempting to block a text Message from a specific person, I keep receiving an error that says "Unable to Update Child Policy".

Any help would be greatly appreciated.

Thank you

Replies

Kudos0

Re: Receiving error that says- Unable to Update Child Policy

Hi Mike S,

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. Show me screen shots where show the "text message" that you are attempting to block from a "specific person" and the "error message Unable to Update Child Policy" 

Instructions to post screenshots can be found here

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

Thanks

Katie

Thanks Katie
Kudos0

Re: Receiving error that says- Unable to Update Child Policy

Mike,

Thanks for the update in the private message.  I just sent you another private message.

Thanks

Katie

Thanks Katie
Kudos0

Re: Receiving error that says- Unable to Update Child Policy

Hi Mike,

Our engineering team said they will address this issue in our upcoming Norton Family for Android release.

For now, please do any change and save the Message Supervision in “House Rules” from NF Portal. Also, please make sure that the child device is online during the process.

NF will sync the contacts and send it to portal. User should be able to view this contact in 5-10 mins in Message Supervision House Rules.

Thanks

Katie

Thanks Katie
Kudos0

Re: Receiving error that says- Unable to Update Child Policy

I finally got Norton set up on both of my kids phones - after some error messages there.  Now I can't actually create any house rules and I'm getting this message.  

I have made sure their phone is on and connected to the internet.  But still get the unable to update child policy error message.  

Any solutions to this problem yet?

Kudos0

Re: Receiving error that says- Unable to Update Child Policy

Hi Kevin34,

If you are still getting the error, please send me your Norton Family account email address by private message via the forum by clicking Inbox at upper right hand corner.

Beside error "Unable to Update Child Policy", are you also still getting error "Failed to associate this machine to the child account" as you indicated at https://community.norton.com/en/comment/7138491#comment-7138491 ?

Thanks

Katie

Thanks Katie
Kudos0

Re: Receiving error that says- Unable to Update Child Policy

Hello,

I am unable to update my child policy. Every time I attempt to save I get a red banner on my browser stating "Unable to update child Policy". Please help.

Kind regards

Cassiano

Kudos0

Re: Receiving error that says- Unable to Update Child Policy

I am having the same issue. I lost all my data a couple of weeks ago (went on our summer trip) and now cannot add my child back. HELP! :)

Kudos0

Re: Receiving error that says- Unable to Update Child Policy

Hi cassiano and jrandejh,

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

Thanks

Katie

Thanks Katie
Kudos0

Re: Receiving error that says- Unable to Update Child Policy

Hi Katie,

I am now in. Thank you for this. 

Do I understand that I cannot manage access to specific apps on my daughter's android phone?

Kudos0

Re: Receiving error that says- Unable to Update Child Policy

Hi jrandejh,

Great.  Thanks for the update.  You can allow or block specific apps in the Apps list at House Rules -> Apps in your Norton Family account.

Thanks

Katie

Thanks Katie
Kudos0

Re: Receiving error that says- Unable to Update Child Policy

I am receiving the error "Unable to update child policy".  I recently installed Norton Family on my son's computer.  The time restriction is turned off but I got notified that he past a 2 hour limit I never set.  Time monitoring is turned off.  I tried to update it again so he can use his computer.  He is at school and needs his computer.

Kudos0

Re: Receiving error that says- Unable to Update Child Policy

Hi TWags,

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?

Thanks

Katie

Thanks Katie
Kudos0

Re: Receiving error that says- Unable to Update Child Policy

I am receiving the same error "Unable to update child policy" every time , in italian version is "Impossibile aggiornare la politica dei bambini", i'm not able to set any rule.

Please help me

Thanks in advance

Best regards Francesco

Kudos0

Re: Receiving error that says- Unable to Update Child Policy

Hi Gozzifra,

Can you also please send me your Norton Family account email address by private message via the forum by clicking Inbox at upper right hand corner?

I assume you are getting the error on a Windows device, like a PC, not Android device, like a phone, right?

Thanks

Katie

Thanks Katie
Kudos0

Re: Receiving error that says- Unable to Update Child Policy

I sent you the message as requested. I receive the error when I try to change restrictions using norton web application on a PC, but my children is using an android phone. Thanks

Kudos0

Re: Receiving error that says- Unable to Update Child Policy

Gozzifra,

I've received the private message.  Thanks!  We will check into the issue.

Thanks

Katie

Thanks Katie
Kudos0

Re: Receiving error that says- Unable to Update Child Policy

Hi Katie, i was finally able to solve the problem deleting e recreating his profile on the server and after this, reinstalling NF app on android device.

Now everything restart working well

Thanks for your interest

Best regards

Francesco

Kudos0

Re: Receiving error that says- Unable to Update Child Policy

Thanks for the update Gozzifra.

Thanks

Katie

Thanks Katie
Kudos0

Re: Receiving error that says- Unable to Update Child Policy

I am having the red banner that states unable to update child policy on all three of my children today. Can someone please help me?

Kudos0

Re: Receiving error that says- Unable to Update Child Policy

I'm having this issue too. I received error red banner ... unable to update child policy ... Can you help me?
Kudos0

Re: Receiving error that says- Unable to Update Child Policy

I am experiencing this problem as well. As Norton Family is very valuable in our house to keep our son safe, I would love to know how to fix this please as soon as possible. Thank you!

Kudos0

Re: Receiving error that says- Unable to Update Child Policy

I am receiving the same error.  I have tried accessing by phone, tablet, Chrome on PC and Edge on PC without luck.

Kudos0

Re: Receiving error that says- Unable to Update Child Policy

At or around 3am EST time our backend service problems were resolved. As i had stated in a different thread, although the backend service was unavailable for some time, the Norton Family product continued to protect your children. The logs were sent and stored on the backend system. We apologize for the inconvenience we may have caused you and your family.

Matt Boucher
Sr. Director of Engineering
Cloud Services / Norton Family

Symantec Corporation
www.symantec.com
-----------------------------------------------------
Office: 781-530-2368
Mobile: 603-566-5848
Email: matt_boucher@symantec.com

Kudos0

Re: Receiving error that says- Unable to Update Child Policy

Hello Matt, 

As a software architect, I would like to suggest an enhancement to your product that could mitigate some of the problems caused by server disruptions like this.

Let me describe my scenario: I was personally very much inconvenienced by the outage. While you said that " the Norton Family product continued to protect your children" we cannot effectively change settings because the server is not reachable. One of my kid's accounts has a time limit, which I needed to override to accommodate for some extra homework but I couldn't. As a result, my kid could not use the account. To circumvent the problem, I needed to create another account, install other monitoring software, wasting a number of ours in the process. Not to say the frustration. 

I strongly suggest that in the same way that you keep a read cache of settings in the Norton Family client, you also allow modifications on that cache. When the server comes back, the cache should synchronize with the server. This way, we could still securely change settings and withstand an outage like the last one. 

I like the product but this is the third time we experience a problem like this. As a Sr. Director of Engineering, you should consider resiliency one of the first and foremost principles of any hosted service. I look forward to updates in this matter. 

Kind regards

CD

This thread is closed from further comment. Please visit the forum to start a new thread.