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Kudos3 Stats

Sorry, an error has occurred on the server.

I have been getting the same error message for several days now.  I am trying to log into the settings so I can monitor my son's account, but can't even get in to do that.  Need help...

Replies

Kudos0

Re: Sorry, an error has occurred on the server.

I have been getting the same error message for several days now.  I am trying to log into the settings so I can monitor my son's account, but can't even get in to do that.  Need help...

Kudos0

Re: Sorry, an error has occurred on the server.

Hi Lynnaroni,

Can you please send me your Norton Family account email address by private message in the forum, so we can check into the issue further?

Thanks,

Katie

Thanks Katie
Kudos2 Stats

Re: Sorry, an error has occurred on the server.

May I do the same?

I get this error:

Sorry, An error has occurred on the server. Please, try your request again later.

An error has occurred with our service, your data is safe, but for your protection and to prevent any possible loss of data your request was halted. The error has been logged and reported and we will look into it shortly.

Please return to the home page and log in again. If the problem persists, contact us for assistance.

Kudos0

Re: Sorry, an error has occurred on the server.

Hi Skray,

Please do so.

Thanks,

Katie

Thanks Katie
Kudos1 Stats

Re: Sorry, an error has occurred on the server.

This is also happening to me.....

Kudos0

Re: Sorry, an error has occurred on the server.

Me too.  I'll be sending my e-mail as well.

Kudos0

Re: Sorry, an error has occurred on the server.

Yep, me alalso I sent mine ten mins ago

Kudos0

Re: Sorry, an error has occurred on the server.

There is obviously an issue here. Same thing happened to me. As a matter of fact, when I switched users, from my daughters account to mine, rebooting took FOREVER!!!! Any solution (s) will be greatly appreciated.

Kudos1 Stats

Re: Sorry, an error has occurred on the server.

Hi,

The issue should have been resolved.  Please let me know if you are still experiencing the issue.

Thanks

Katie

Thanks Katie
Kudos0

Re: Sorry, an error has occurred on the server.

After dowloading "the newest version of Norton Family" for the 4th time, I was finally able to log into my account.  Despite setting my son's internet allowance at a maximum of 2 hours, he spent almost 6 hours on it yesterday!!  There is something seriously wrong here, please advise.

Kudos0

Re: Sorry, an error has occurred on the server.

Hi Lynnaroni,

The program does block children accounts when the time is up and they can’t disable the program unless they have the account email and password.  When the time is up or during a curfew period, the child would get an extra 60 seconds plus another 60 seconds while displaying a warning message with 60 seconds counting down.  After that,  the child is logged out of his/her account.  The child is allowed to log back to the PC for 60 seconds and receive another warning message with 60 seconds counting down to finish whatever he/she was doing .  Later, the behavior is repeated for the 3rd time,  so the child gets about extra 6 minutes, then he/she wouldn't be able to log back to the PC without the email address and password of the Norton Family account.

What I’ve heard is some children login again & again (after the exact 6 minutes) using the few seconds right before the program logs them out.  One thing you can try is to add a password for the child’s Windows account, so when the child logs back onto the PC diligently each time, it would create more work for the child to do it every few seconds. 

Thanks

Katie

Thanks Katie
Kudos0

Re: Sorry, an error has occurred on the server.

It's almost 9 pm and I just logged in under my son's name and got on the internet.  I didn't get any warnings or pop ups saying that I was going to get logged out.  According to his Norton settings, he is blocked from 8pm to 10am every day, so I should not be allowed to get in at 8:49 pm.  Something is still wrong.  In addition, every time I log into Norton Online Family, it tells me I am running an old version and I should download the new one.  I have done that 8 or 9 times in the last week and yet the message keeps coming up.

Kudos0

Re: Sorry, an error has occurred on the server.

Hi Lynnaroni,

When you go to Settings -> Profile online, do you see the computer is listed on the page?  Do you see the child is being protected?

Also, if you log onto the PC as the child and try to visit a blocked page, do you get blocked?

Thanks,

Katie

Thanks Katie
Kudos0

Re: Sorry, an error has occurred on the server.

Yes to all of that.  This isn't the 1st time I've used Norton Online Family, so I have a basic understanding of how to program the settings, etc.

The good news is, I fixed my problem.  The bad news is, I'm not entirely sure how I did that.

I had two devices shown in my settings.  One was named by me, the other named by Norton with a "Win_7" extension.  I deleted both, which then caused a problem because it wasn't recognizing devices automatically.  Desperate, I then logged into my Norton 360 account, looking for a product activation key, because after downloading NOF for the 20th time, I thought maybe it needed an activation key to actually work (even though it's free).  Once there, I saw "updates" next to the Norton 360 status; when I clicked it, it FINISHED downloading NOF.  Then, I logged back into NOF, where the device was then recognized automatically.  Gee, if it was that simple, you'd think someone could've mentioned the relationship between my Norton 360 and Norton Online Family a lot sooner.

Like I said, I don't really know what the conflict was, but the above contributed to it's resolution.  Somehow.

I logged into my son's account and tested it and all is working now.  The big test will be if it logs him out automatically when he reaches his daily allottment of internet usage.

Kudos0

Re: Sorry, an error has occurred on the server.

I'm not sure if this is related, but I am constantly getting reports from Windows Defender that changes are being made to Norton Family. Is anyone else having this issue?

Kudos0

Re: Sorry, an error has occurred on the server.

Hi Lynnaroni,

Thanks for the update.

Thanks,
Katie

Thanks Katie
Kudos0

Re: Sorry, an error has occurred on the server.

Hi KaysnHaysPa1,

Can you please provide some details on what message you get when you said "..getting reports from Windows Defender that changes are being made to Norton Family..."?

Thanks,

Katie

Thanks Katie
Kudos0

Re: Sorry, an error has occurred on the server.

I tried to send a screen shot of what Windows Defender says, but I was unsuccessful. Here is what  Defender is telling me:

Resources: regkey: HKLM\Software\Microsoft\Windows\CurrentVersion\RunOnce\\*TampMon

                       runonce: HKLM\Software\Microsoft\Windows\CurrentVersion\RunOnce\\*TampMon

                       file: C:\ProgramFiles\NortonFamily\Engine\2.9.5.20\TampMon.exe

I get this 3 or 4 times a day and Defender asks me to Permit or Deny the changes each time.

Kudos0

Re: Sorry, an error has occurred on the server.

Hi KaysnHaysPa1,

I'll check with the Norton Family team for further investigation.  In the meanwhile, can you please show us what & how Windows Defender asks you to change as to "....Permit or Denythe changes each time".?

Also, what version of windows Defender do you have?

Thanks,

Katie

Thanks Katie
Kudos0

Re: Sorry, an error has occurred on the server.

Katie - sent a PM with my problem... please help!

Kudos0

Re: Sorry, an error has occurred on the server.

Hi Skray,

I've sent you a private message.

Thanks,

Katie

Thanks Katie
Kudos0

Re: Sorry, an error has occurred on the server.

I have tried 2 times to insert a screen shot of what Defender is asking of me, I am unsuccessful. Am I doing something wrong?

Kudos0

Re: Sorry, an error has occurred on the server.

Hi KaysnHaysPa1,

If you have trouble posting a screen shot here, please send the screen shot to me by email.  You should be able to find my email address at my profile in the forum (Sorry, the forum doesn't allow me to indicate my email address here).

Thanks,

Katie

Thanks Katie
Kudos0

Re: Sorry, an error has occurred on the server.

:)  I pasted my screen shots into the paint program and saved them as jpg's

Kudos0

Re: Sorry, an error has occurred on the server.

Hi Skray,

I'd like to have a remote session with you.  If you are interested in having one with me, please send me a private message via the forum for details.

Thanks,

Katie

Thanks Katie
Kudos0

Re: Sorry, an error has occurred on the server.

I was going to do that as well but, without mentioning names or placing blame, SOMEONE deleted ALL of my Microsft Accessories (paint, sound icon, tec..) form my P.C. when they attempted a disc cleanup. Kids.......can't live with 'em, yadda, yadda......

Kudos0

Re: Sorry, an error has occurred on the server.

The next time it happens, I will do that.

Kudos0

Re: Sorry, an error has occurred on the server.

Same issue here. It's quite frustrating to be constantly getting this message.  

Kudos0

Re: Sorry, an error has occurred on the server.

Hi KaysnHaysPa1 & krackerjack,

Can you please let me know where (which page or screen) you get the error message?

Thanks,

Katie

Thanks Katie
Kudos0

Re: Sorry, an error has occurred on the server.

Hi Katie.

Yestarday, I sent to your personal e-mail a screen shot of Windows Defender and what I'm experiencing. I will, with your approval, send you updated screen shots of what I'm experiencing and what changes Defender is asking me to Permit or Deny. Will this be okay?

Kudos0

Re: Sorry, an error has occurred on the server.

Hi KaysnHaysPa1,

Sure.  Please send the screen shots to me by email since you are not able to load the images in the forum.   It shouldn't make difference for me if you send the information to me by private message or email, but sending information via the forum is easier for me and the team to track issues.  When multiple people sent me emails with different issues, it's getting hard to organize the status of each issue :-)

Thanks,

Katie

Thanks Katie
Kudos0

Re: Sorry, an error has occurred on the server.

KattieQ,

Until I can get ahold of a  Windows XP Professional disc to reload my accessories, I will have to send to your personal e-mail, as I do not have Windows paint program on my pc anymore (see previous posting, 2 posts ago).

Kudos0

Re: Sorry, an error has occurred on the server.

Hi KaysnHaysPa1,

No problem.

Thanks,

Katie

Thanks Katie
Kudos0

Re: Sorry, an error has occurred on the server.

I'm getting this same message simply attempting login--occurs with Chrome and FireFox.  I had one successful login but then all other functions simply bogged down.  I'm not getting security messages or anything elese occurring, I have no other issues using other sites, hard wired high speed internet connection.  W7 UAC is disabled.  

I need to be able to login and use the functions.

Could you please escalate for repair?  

Thanks, Leann McArthur

Kudos1 Stats

Re: Sorry, an error has occurred on the server.

muyfifi

  It's probably not a good idea to post usernames and passwords in the forum section. Just saying.

Kudos0

Re: Sorry, an error has occurred on the server.

Hi muyfifi,

I've worked with users with similar error at different areas.  Can you let me know where you exactly get the message and what the exact error message is.

To protect your own privacy, please don't post your personal information in the forum.  You are welcome to send sensitive information to me by private message via the forum.

Thanks,

Katie

Thanks Katie
Kudos0

Re: Sorry, an error has occurred on the server.

Oh man, can't believe I did that!  Thanks!

Kudos0

Re: Sorry, an error has occurred on the server.

I was finally able to get logged in (and changed my pw after my last brilliant post, ugh).

However, the error was occuring as a response to attempting to login.

Hopefully the screen shot will attach this time.

File Attachment: 
Kudos0

Re: Sorry, an error has occurred on the server.

Hi muyfif,

Thanks for the post.  The team is checking into this.

Thanks,

Katie

Thanks Katie
Kudos0

Re: Sorry, an error has occurred on the server.

To be clear, for the most part I'm now able to log in successfully, but responsiveness when moving from tab to tab is painfully slow.  Again, hard wired high speed connection, no other processing lags on other sites, just seems unique to Norton Family Online right now.

Is it time to feed the server hamsters again?

Kudos1 Stats

Re: Sorry, an error has occurred on the server.

Hi muyfifi,

The team should have resolved the issue.  Please try again to see if you are still experiencing the issue.

Thanks,

Katie

Thanks Katie
Kudos0

Re: Sorry, an error has occurred on the server.

Katie, I'm also having problems. Very slow response, and have been consistently getting a server error for the last day. I also emailed you offline with my user name.
Kudos1 Stats

Re: Sorry, an error has occurred on the server.


Can't Install NF on Win XP because can't login to my norton account on Win XP. No problems on other computer with Win 8.

Have such message on Win XP when try to login:

Sorry, An error has occurred on the server. Please, try your request again later.

An error has occurred with our service, your data is safe, but for your protection and to prevent any possible loss of data your request was halted. The error has been logged and reported and we will look into it shortly.

Please return to the home page and log in again. If the problem persists, contact us for assistance.

Kudos0

Re: Sorry, an error has occurred on the server.

I've the same issue as borisl and so many others here have described. It's been going on now for several weeks, on and off, but have been very persistent in the past several days. I've contacted Norton directly about this problem and they said that they're aware of the issue and that they'll contact me about more updates on the issue. I don't know how true that is, but judging by the fact that this issue is still prevalent as I of this post, I'm assuming they're mum to admit that something serious is wrong.
Kudos0

Re: Sorry, an error has occurred on the server.

I'm having the same issue. I'm trying to set up Norton family on 3 machines. Finally got the software installed but will not let me login to set them up. Try doing it through the website and I'm just getting the same server error page. Please help as this is making me look bad as I suggested this product to the person who I'm setting this up for.
Kudos0

Re: Sorry, an error has occurred on the server.

When I attempt to extend the alloted time OR to disable Norton Online Family I get the following "The Norton Family server is temporarily unavailable.  Please try again later." 

 

When I attempt to sign in to the Norton Online Family account I get a blank page -

https://login.norton.com/sso/embedded/login?detectAgent=1&displang=eng&service=https%3A%2F%2Fonlinefamily.norton.com%2Ffamilysafety%2Flogin.fs%3FcanShowUpsell%3Dtrue&parent=https%3A%2F%2Fonlinefamily.norton.com%2Ffamilysafety%2FloginStart.fs

or I get the error message

Sorry, An error has occurred on the server.Please, try your request again later.An error has occurred with our service, your data is safe, but for your protection and to prevent any possible loss of data your request was halted. The error has been logged and reported and we will look into it shortly.  Please return to the home page and log in again. If the problem persists, contact us for assistance.

I've tried updating the rules on my son's laptop as well, no relief.

I have Windows 7 Home Premium 64bit and operate on Firefox as a browser, would you please advise.

 

Kudos0

Re: Sorry, an error has occurred on the server.

Hi,

The issue should have been resolved.  If you are still experiencing the issue, please let us know.

Thanks,

Katie

Thanks Katie
Kudos0

Re: Sorry, an error has occurred on the server.

It is still a problem.  Have not been able to log in since Saturday morning.

Kudos0

Re: Sorry, an error has occurred on the server.

Hi altschuler27,

Can you please clear cache and close down all your browsers and try again?

How to delete cache: http://support.microsoft.com/kb/260897

If it doesn't help, please send me your Norton Family account email address by  private message via the forum.

Thanks,

Katie

Thanks Katie

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