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Kudos0

An Unexpected Error Occurred (Norton Family)

Same issue for me [like here, added by moderator]  I receive the following error in Chrome:

Your request was stopped for your protection. Your data is safe, and the error has been reported and will be investigated

Return to the Norton Family homepage and sign in again. If the problem persists, contact Support.

And in internet explorer:

An Unexpected Error Occurred

Try refreshing the page. If that doesn't work, please try again later.

Try refreshing your page or try again later.

Error ID: 35f1c8a5-835f-45d4-9567-88dd28d41492

I see that there was some issue with logins that was supposedly fixed on Aug 31, but that would seem to indicate that this was fixed.

I would really like to get this resolved as school is starting up and I need to modify setting for the kids now that they need the computers for school.

.

[Edit: Post promoted to be an individual thread in the correct board Norton Family] 2026-09-05BS

Replies

Kudos0

Re: An Unexpected Error Occurred (Norton Family)

Hi Ken,

The login issue should have been corrected.  If you are still getting the error when when trying to log onto your Norton Family account at https://family.norton.com/familysafety/loginStart.fs, can you please send me your Norton Family account email address by private message via the forum by clicking Inbox at upper right hand corner?

Thanks

Katie

Thanks Katie
Kudos0

Re: An Unexpected Error Occurred (Norton Family)

Katie, should we be able to get in the link you posted in the above message, because I cannot. I am still having issue logging into the old website and cannot get into the iPhone app. Is this a global issue?
Kudos0

Re: An Unexpected Error Occurred (Norton Family)

Hi Chec,

Can you please try on a different browser, like Chrome, Firefox, IE and visit the site again to see if it helps?

Thanks

Katie

Thanks Katie
Kudos0

Re: An Unexpected Error Occurred (Norton Family)

I've tried on different browsers on my phone. I get a page showing Norton family icon that this page does not exist.
Kudos0

Re: An Unexpected Error Occurred (Norton Family)

Hi chec,

Can you please post the following 

1. A screen shot where shows the error on Windows PC

2. A screen shot where shows the error on Android phone.

Instructions to post screenshots can be found here

https://community.norton.com/forums/how-post-image-forums-0

Thanks

Katie

Thanks Katie
Accepted Solution
Kudos0

Re: An Unexpected Error Occurred (Norton Family)

I see what the problem is now. The link has extra words in it that do not belong.

Kudos0

Re: An Unexpected Error Occurred (Norton Family)

I continue to get the login server error for the web portal.  Talked to support via chat ( a few minutes ago ) and they kept blaming my connectivity(reset router - same issue), and told me that I might have a virus on my laptop (have a Macbook Air - no virus).  I cannot log into the Portal (tried multiple browsers and different computers). All my phones (Samsung S7s) cannot retrieve Family Data via the Family App (tried both Wifi and Mobile only connected).  Something is wrong with the Servers. Issue happened last week as well.  Getting frustrated with the lack uptime with these services.

Kudos0

Re: An Unexpected Error Occurred (Norton Family)

Are you using family.norton.com
Kudos0

Re: An Unexpected Error Occurred (Norton Family)

I tried logging in via Norton.com, going to services, clicking Norton Family and then the website link.  Server Error.  I tried family.norton.com and get server error.  My phones are not getting data in the App.

Kudos0

Re: An Unexpected Error Occurred (Norton Family)

something definitely seems wrong on your end. I'm able to log right in using the family.norton.com
Kudos0

Re: An Unexpected Error Occurred (Norton Family)

Hi PJNJR,

Thanks for the report.  I am not able to reproduce the error (It's possible that we are not taking the exact same steps).  Can you please click the link below to log onto Norton Family account to see if you still get the error?

https://family.norton.com/familysafety/homePage.fs

Thanks

Katie

Thanks Katie
Kudos0

Re: An Unexpected Error Occurred (Norton Family)

I am also getting an error on my phone now that says:  "Connection to Norton authentication server failed."

Error happens when I am connected to both my Wifi, and then Mobile Data only - same error.

then on my laptop Clicked the link you provided and get:

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: An Unexpected Error Occurred (Norton Family)

Hi PJNJR,

Thanks for the update.  I've reported this to the team.  We are checking into this.

Can you please send me your Norton Family account email address by private message via the forum by clicking Inbox at upper right hand corner?

Thanks

Katie

Thanks Katie
Kudos0

Re: An Unexpected Error Occurred (Norton Family)

Same issue here. Using Edge, Chrome, and Internet Explorer, I get

Server Error

Your request was stopped for your protection. Your data is safe, and the error has been reported and will be investigated.

Return to the Norton Family homepage and sign in again. If the problem persists, contact Support.

Kudos0

Re: An Unexpected Error Occurred (Norton Family)

Thanks AMadar for the information.

Thanks

Katie

Thanks Katie
Kudos0

Re: An Unexpected Error Occurred (Norton Family)

Same error is happening to me as well.

=============================================== 

Server Error

Your request was stopped for your protection. Your data is safe, and the error has been reported and will be investigated.

Return to the Norton Family homepage and sign in again. If the problem persists, contact Support.

Kudos0

Re: An Unexpected Error Occurred (Norton Family)

Hi,

The issue has been resolved. Please let us know if you have any questions.

Thanks for your patience.

Katie

Thanks Katie
Kudos0

Re: An Unexpected Error Occurred (Norton Family)

I have the same error message today and had it 2 days ago.  Also having trouble getting into my son's house rules - get a message saying "unable to update child policy"

Kudos0

Re: An Unexpected Error Occurred (Norton Family)

Hi Joolsaq,

I just tested it myself by changing house rules in my NF account and it worked fine for me.  

We like to check further for you, please send me your Norton Family account email address by private message via the forum by clicking Inbox at upper right hand corner.

Thanks

Katie

Thanks Katie
Kudos0

Re: An Unexpected Error Occurred (Norton Family)

Hi Joolsaq,

If you are still experiencing the issue when updating house rules, please delete and add the child again, this should fix the error when updating house rules.

Thanks

Katie

Thanks Katie

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