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Kudos0

Unable to uninstall Norton Family

Posted: 13-Nov-2021 | 6:59AM · Edited: 01-Dec-2021 | 4:39AM · 7 Replies ·

Installed Norton Family on a PC and it has been far from intuitive and is not user friendly at all. It is difficult to monitor and it will lock down the entire PC, even from logging into Norton. After we realized it was horrible, we attempted to remove it from the computer. In order to remove the program you must sign in as a parent. When we attempted to do so, we received the following error: "This device is part of a different Norton Family account. Please try again." 

We spent 2 hours waiting to chat with a customer service agent last night and we are waiting again this morning. We are amazed at the lack of support for subscribing customers! During this 2 hours window, the PC timed out and Norton Family locked the computer. On top of not being able to remove the program, while waiting for a customer service rep, we were locked out and had no way of unlocking. Email didn't work and we had no access to the PIN. 

Norton's fix is to log in and redownload and uninstall on their website. However, we cannot login to the site because the internet is blocked by... NORTON. 

I have since decided that it will most likely be easier and quicker to reset the PC and reinstall the OS. 

Cannot believe we have gone through this without any support. 

[Edit:Calrified the subject]

Labels: Child Profile, Category Blocking, Norton Family, Time Supervision, Website Blocking, Web Activity

Replies

Kudos0

Re: Unable to uninstall Norton Family

Posted: 13-Nov-2021 | 7:23AM · Edited: 13-Nov-2021 | 8:04AM · Permalink

FWIW ~ 
Norton Family Support Home
https://support.norton.com/sp/en/us/norton-family/current/solutions/v126806781

Norton Family helps you supervise your children’s web use and set limits around their device usage, while enabling them to enjoy the Internet safely.

Now that you’ve created a child’s profile in Norton Family, your next step is to install the app on your child’s device(s) on Android, iOS or Windows PC and to choose your House Rules and Settings.

Once that’s done, you’ll be able to monitor your children’s activities via the Norton Family website or via the Norton Family app on your own Android or iOS device.

Kudos0

Re: Unable to uninstall Norton Family

Posted: 13-Nov-2021 | 7:30AM · Permalink

Kudos0

Re: Unable to uninstall Norton Family

Posted: 13-Nov-2021 | 7:34AM · Permalink

Ha! I waited for a chat agent for 2 hours last night and I have been waiting for over an hour this morning. 

Kudos0

Re: Unable to uninstall Norton Family

Posted: 13-Nov-2021 | 7:40AM · Edited: 13-Nov-2021 | 7:57AM · Permalink

Sorry, I've never used Norton Family.  
Sorry, this user cannot help with Support wait times. 
 

Kudos0

Re: Unable to uninstall Norton Family

Posted: 13-Nov-2021 | 7:43AM · Permalink

Hi Timmee

Thanks for your interest in Norton Family. Norton Family is designed to work well on a child PC, so just wanted to make sure that you are installing this on your child PC. 

As a parent after you install and configure this on your child PC, it starts monitoring your child activity silently in the background and it doesn't require any parent interaction on the child PC (unless you want to change any local settings).

To monitor your child activities and change any house rules settings, we recommend you to use Norton Family parent App (can be installed on your mobile) or use Norton Family web portal (can be accessed via browser from any mobile/pc).

Regarding the message: 
"This device is part of a different Norton Family account. Please try again." 
- Please ensure that you are using the same Norton Account that you have used to download and install the product. if you still face the problem, we can further analyze on this.

Norton Family will lock the PC during Time curfew periods or if Instant Lock is ON. Please check your house rules and modify settings accordingly. Moreover you can access the PIN from Child profile settings with which you can unlock the device. 

Please let us know if you need any further assistance, we will be happy to assist.

Best Regards
Suyambu

Kudos0

Re: Unable to uninstall Norton Family

Posted: 13-Nov-2021 | 8:48AM · Permalink

1. It was not stated anywhere that when installed Norton Family would be active and take over an entire device. 

2. We only have one account. 

3. We had no way of changing ANY of the settings, even from another device. 

4. I reset the PC and reinstalled the OS in less time than it took for Norton's support to respond to me via chat. 

5. I saved both conversations.

Kudos0

Re: Unable to uninstall Norton Family

Posted: 13-Nov-2021 | 9:21AM · Permalink

Hi Timmee

When you install Norton Family, it will not take over entire device. It could be possible that the Time Curfew would have fallen the same time. However you would have received notifications before it gets locked.

Norton Family Parent App can be installed by following the below link on Android/iOS devices with which you can change house rules settings.

https://play.google.com/store/apps/details?id=com.symantec.familysafety&...

https://apps.apple.com/app/norton-family-for-parents/id1447157106

Please reach out to us for any further clarifications.

Best Regards
Suyambu

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