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Kudos0

Unable to authenticate device

I have been trying to set up Norton Family on our children's mobiles - Samsung GT-I5500 android 2.2 but both phones keep saying they are unable to authenticate the devices with the account - I even tried to create a new 'child' but this didn't work either.

I have only just purchased this today after trying Bitdedender and thought this was the right product choice instead of Netnanny.

I do hope I've chosen the right one. Any guidance would be appreciated.

Replies

Kudos0

Re: Unable to authenticate device

I have been trying to set up Norton Family on our children's mobiles - Samsung GT-I5500 android 2.2 but both phones keep saying they are unable to authenticate the devices with the account - I even tried to create a new 'child' but this didn't work either.

I have only just purchased this today after trying Bitdedender and thought this was the right product choice instead of Netnanny.

I do hope I've chosen the right one. Any guidance would be appreciated.
Kudos0

Re: Unable to authenticate device

Hi mpev73,

Can you please send your Norton Family account email address to me by Private Message via the Forum, so we can check into the Android issue further?  Also, do you have Norton Family installed on your PCs (you don't have to).  If you do, was the installation successful?

Thanks,

Katie

Thanks Katie
Kudos0

Re: Unable to authenticate device

Is "unable to authenticate device" the exact error message you are seeing? I'm assuming this is occuring on the screen after you submit your username and password?

Kudos0

Re: Unable to authenticate device

Sorry this should be more about

Failed to associate this device to the child account

I will try and go through the process again and write down the exact error message, but it is not after I login, but after I try and link the device to a child account.
Kudos0

Re: Unable to authenticate device

I have tried to complete this again this morning on both of the children's phones but continue to receive the same error. I have attached a pdf with a photo of the error that I get.

I have now tried this under different ways over a dozen times and it is starting to show that I may have made the wrong choice of parental control software.

File Attachment: 
Kudos0

Re: Unable to authenticate device

Hi mpev73.

Thanks for the information.  The team is checking into the issue.

Thanks,

Katie

Thanks Katie
Kudos0

Re: Unable to authenticate device

Hi mpev73,

Can you please check and make sure you are not using the same device name for each device.  The below message is displayed if the name is already used  on an account.  

Thanks,

Katie

Thanks Katie
Kudos0

Re: Unable to authenticate device

I am not using the same device name. I was renaming each device before submitting it. But will try again.
Kudos0

Re: Unable to authenticate device

Hi mpev73,

Thanks for the update.  Please let us know the results after you try again.

Thanks,

Katie

Thanks Katie
Kudos0

Re: Unable to authenticate device

Continue to get the same error. Also I noticed when I logged into the website to see if I could attach the device - it keeps saying that an older version is installed and I should download a new version. But I have downloaded the latest version onto their phones.

The error continues to happen even after deleting the devices and the children and setting them up again.

This really is not a workable solution.
Kudos0

Re: Unable to authenticate device

Hi mpev73,

Can you please log onto your Norton Family online account at https://onlinefamily.norton.com  and go to Settings -> Profile to see any devices are unused and delete them to see if that helps.

Thanks

Katie

Thanks Katie
Kudos0

Re: Unable to authenticate device

I've done this as I have already said. This just does not seem to be a viable solution and still does not work.

Please can you close my account and provide a refund as I can not believe that after this length of time it still doesn't work.

I have it working on a PC but that's not the reason I purchased this.
Kudos0

Re: Unable to authenticate device

Hi mpev73,

Thanks for the update.  I apologize for any inconveniences caused.   The Norton Family team has been checking into the issue since you first reported the issue.  I will check with them for an update and get back to you as soon as possible.

Thanks,

Katie

Thanks Katie
Kudos0

Re: Unable to authenticate device

Katie, has there been any further update?

We still can't get the children's phones set up and as such, I'd like to request that my account be closed off and a full refund be provided as this is not working.

I have it working on a PC, but this is easy for us to monitor using standard inbuilt tools, the phones were the important component.

Kudos0

Re: Unable to authenticate device

Hi mpev73,

Thanks for the inquiry.   I apologize for any inconveniences caused.  The Norton Family team is working on the issue and I'll continue to keep checking the status on the issue.

Thanks

Katie

Thanks Katie
Kudos0

Re: Unable to authenticate device

I have tried several different efforts in removing and re-adding the children. Clearing their phones and deleting other apps (such as AVG) to see if I can get this working. And this is still not working.

I have cancelled my Norton Family Account and request that a refund be processed.

Kudos0

Re: Unable to authenticate device

Hi mpev73,

Thank you for your feedback and update.  We are sorry that the issue has not been addressed so far.  We will continue to work on this.  We understand your disappointment and apologize for any inconvenience that this may have caused.

You are welcome to keep the Norton Family account and use the free basic version to monitor children's online activites on Windows or Mac while we continue to investigate the Android issue.  Please feel free to contact us and discuss any concerns that you may have.  We look forward to serving you in the future.

Thanks,

Katie

 

Thanks Katie

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