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Kudos1 Stats

Unable to update/change policy on any child

I cannot update/change any of my child house rules, whenever i click on the house rules of one of my child on my account, i get an error message saying "Unable to update child policy".

I tried on Windows (Firefox, Chrome and IE) and Android...

Same thing anywhere... this has to be resolved... none of my child have access to their accounts now, because i can't update the policies...

Thanks

Replies

Kudos0

Re: Unable to update/change policy on any child

Thanks for your answer.

I was already sure that there was something on the server side. Problem i faced, is that i hate to do support chat request because they treat us like we are dummy stupid users. In other words, not knowledgable of any computer or IT stuff... well, if we are using NF in the first place, it's because we know how to control stuff over the IT world.

I got in that support chat before, and India delegated support is something i fear as a heart attack!!! So, that being said, i am seriously considering moving away from NF, because it's not reliable... they have server issues too many times, and whenever it happens, my kids suffer... and they don't understand why i can't grant them computer/tablet time... they just want it.

So i do not think i will renew my Premium account this fall, i will seek something else as a replacement, because me also, since yesterday, NF has been acting up, and they don't even provide a "Server Status" page anythere..

Real shame...

Kudos0

Re: Unable to update/change policy on any child

I started having this problem Monday night (June 12th)  This has been going on for 48 hours already.  When will Symantec get this back online.  In the meantime, I am not entirely convinced that my children are being protected.  When I was able to see activity, there had been some questionable activity that had not been prevented.

Kudos0

Re: Unable to update/change policy on any child

I will add my voice to this as well.  It's obviously a wide spread problem.  They can call it server maintenance, issue, whatever.  But I paid for this product and I seriously need it to work NOW!

In my case my child's device is wide open and we can't shut down or control anything on it.

Accepted Solution
Kudos0

Re: Unable to update/change policy on any child

To the Norton folks:

When there is anytime that the system is going to be down, or is unavailable due to a problem such as this... It would be MOST HELPFUL if you would post an alert at least on your main web page!!  Follow that up with a message to all paid users that there is a problem or outage of some sort.

Seriously you need to understand and provide support to your paid users when there are issues like this.  Most of us actually DO understand computers fairly well believe it or not.  

In the conversation posted above someone chatted with the user with very little helpful information really and then transferred him to someone else who was able to say what the real issue was.  Why not just tell us from the start???  Seriously.

Kudos0

Re: Unable to update/change policy on any child

I have the same problem. Any news yet

Kudos1 Stats

Re: Unable to update/change policy on any child

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: Unable to update/change policy on any child

TO Matt Boucher, or ANY other Management people at Norton Corporation:

We are NOT all paid users, but i am one, and as some other mentioned, the MOST CRITICAL problem with all this is COMMUNICATION.

Nobody was aware of what was happening... if you go around chat, or support, it's mostly useless when a server side issue is happening like this. Therefore, whenever you KNOW there is a problem like a back-end problem, just get a server status query page, so we can consult and see of anything is wrong or not... (just like Google has!!... see it here in action:   )

As for whatever else, not letting anyone knows there is a server or back-end service problem will just get things out of control, and thousand of people will get frustrated.

Constructive criticism, just get your communication plan up to par, because right now, it's not even existing.

Quoting someone else, which is the best solution i could wish for, problems are a reality, we can't deny or avoid them, but if you warn your users, over half of the problem goes away... :

When there is anytime that the system is going to be down, or is unavailable due to a problem such as this... It would be MOST HELPFUL if you would post an alert at least on your main web page!!  Follow that up with a message to all paid users that there is a problem or outage of some sort.

Seriously you need to understand and provide support to your paid users when there are issues like this.  Most of us actually DO understand computers fairly well believe it or not.  

In the conversation posted above someone chatted with the user with very little helpful information really and then transferred him to someone else who was able to say what the real issue was.  Why not just tell us from the start???  Seriously.

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