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Kudos0

Unable to access Norton Family due to server error.

I have been unable  to open Norton Family on Windows 10 for two days.  Each time I try to login I get a message saying server error or server unavailable. 

Replies

Kudos0

Re: Unable to access Norton Family due to server error.

Hi Una Moore,

Could you please elaborate whether you are getting this error while logging in Norton Family portal (https://family.norton.com/web/) or through Norton Family client application on your Windows 10 machine.

Thanks,
Rajesh

Kudos0

Re: Unable to access Norton Family due to server error.

Both.

Kudos0

Re: Unable to access Norton Family due to server error.

I have been getting the same message.   Tried to send picture but attachments can only be pdf, txt or zip.

It says at top of the page "Sorry, an error has occurred on the server."    I called Norton and was told it was because they site is down for technical repair.     Also got message that I needed to update my software but there was  no way to do this - no connections to make to update.  

Hope it is repaired soon.

Marilyn   

Kudos0

Re: Unable to access Norton Family due to server error.

This same "Sorry, an error has occurred on the server" has hit me as well. When I log into Norton Family, and again when I try to view the rules for a child on the account. 

I tried deleting the child and recreating another child but am unable to get to the rules for the new child account. Have also tried restarting PC. Same error occurs. 

I think I first saw this a few days ago. Not certain when exactly. I can still see devices and parents and children but not the rules and activity details for a child. The lower half of the screen with that info is cut off and/or not filled in.

Kudos0

Re: Unable to access Norton Family due to server error.

I can't see the bottom of the screen either or, childs activity or rules.   And I just renewed!     I guess our posts are not moderated here.   I will call tomorrow.    When I called before they told me the website was not for repair but this is obviously not the case or it would be happening to everyone.

Kudos0

Re: Unable to access Norton Family due to server error.

Used to Chat to see what the problem is in going to website and getting the Server Error message.   Was told to wait 24-48 hours which is same thing I was told Jan 18 and now is Jan 22.    Concerns me that tech company takes this long to figure out a problem   To those of you who posted, do you have Norton Family through the individual software or through Norton 360?    If only a few of us are having the problem, there must be something in common.

Kudos0

Re: Unable to access Norton Family due to server error.

Used to Chat to see what the problem is in going to website and getting the Server Error message.   Was told to wait 24-48 hours which is same thing I was told Jan 18 and now is Jan 22.    Concerns me that tech company takes this long to figure out a problem   To those of you who posted, do you have Norton Family through the individual software or through Norton 360?    If only a few of us are having the problem, there must be something in common.

Kudos0

Re: Unable to access Norton Family due to server error.

Norton Family working for me now.

Kudos0

Re: Unable to access Norton Family due to server error.

Una Moore - Thanks for posting.   Did it just start working or did you find a fix?   Mine still is not working.

Marilyn

Kudos0

Re: Unable to access Norton Family due to server error.

Same problem for me in France...

Kudos0

Re: Unable to access Norton Family due to server error.

France too!   Hopefully people will post here if it starts working for them and how it happened.   Would be nice if staff would keep us up to date.

Thanks

Marilyn

Kudos0

Re: Unable to access Norton Family due to server error.

jakesjag:

I have been getting the same message.   Tried to send picture but attachments can only be pdf, txt or zip.

It says at top of the page "Sorry, an error has occurred on the server."    I called Norton and was told it was because they site is down for technical repair.     Also got message that I needed to update my software but there was  no way to do this - no connections to make to update.  

Hope it is repaired soon.

Marilyn   

Hi @jakesjag,

The team has identified the root cause and a fix is in works. We'll update this thread when the fix goes LIVE

Mohanakrishnan G | Norton Forums Administrator | Symantec Corporation
Kudos0

Re: Unable to access Norton Family due to server error.

Great news!   Wondering why it works for some and not others.   Looks like we are all using different internet connections.   Thanks so much for posting to let us know when it is working.  

Kudos0

Re: Unable to access Norton Family due to server error.

It still does not work. Problem on several PC :

-Windows 7 / Firefox52

-Linux Mageia / Firefox 52

-Linux Mint / Firefox 58

It takes very long times to fix this bug...

Kudos0

Re: Unable to access Norton Family due to server error.

Mine is still not working either.  I am not sure if this is note worthy but I noticed I do not get the message until I sign in.   This makes me think it is not a website issue but an account issue.   If website was the problem, it seems like we would get message as soon as we went to log in page.   I would think if it was an account issue, they would have instructed us to delete the software and re install which we have done for other problems.

If you look through message, moderator as said they pin pointed the problem and are working on it but that was several days ago now.

Thanks for posting.

Kudos0

Re: Unable to access Norton Family due to server error.

Mine is back up and running. Rather than the banner about a server error it now shows a banner reminding me to renew my subscription which will expire in a few weeks. Wonder if that info banner was causing the issue as Norton tried to remind users to renew!?

Also prompts me to update my Norton Family software though it isn't very clear about how to accomplish that.

In any case, I now see activity and rules details for each child account.

Kudos0

Re: Unable to access Norton Family due to server error.

I checked when I saw your post and mine is running now too.   My subscription was renewed day before this stopped.   If it had not been working, I was going to check because when my subscription was automatically renewed, it renewed Norton 350 (which includes Family) and seperate Family subscription I used to have but was still set on auto renewal.   I thought maybe when person canceled the single Family subscription, maybe that was connection.   I don't know but am glad it is working.   

For others, I should say I am pretty sure service never stopped with childrens computers, I was just not seeing activity on website.  

Thanks for posting.

Kudos0

Re: Unable to access Norton Family due to server error.

norton family web site is working for me now

Kudos0

Re: Unable to access Norton Family due to server error.

That's great.   Mine is too.   No word from moderator but at least it is gradually staring to work for people again.

Kudos0

Re: Unable to access Norton Family due to server error.

Thanks for confirming, @jakesjag, @TB31 and @P-B- .

Glad things are up and running. 

Mohanakrishnan G | Norton Forums Administrator | Symantec Corporation

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