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Kudos1 Stats

Upgraded - can't login - like everyone else!

Okay - so when is this goping to be fixed?

I have upgraded my Norton IS as suggested and then uninstalled and reinstalled Family and still I can't set it up as I get the "The Norton Family Server is temporarily unavailable. Please try later".

Please resolve this - and in the meantime disable the upgrade download so others do not upgrade and get the same problem.

I am running XP SP3 by the way...perhaps the problem doesn't exist on Win7?

Symantec - first the complete mess up with Backup Exec now this. And for the last couple of years I thought things had improved. 2012 = big step back.

Yvonne - As Principle Project Manager this should never have happened - but now it has you should be working with your team this weekend to resolve it....

Thanks.

Replies

Kudos0

Re: Upgraded - can't login - like everyone else!

Okay - so when is this goping to be fixed?

I have upgraded my Norton IS as suggested and then uninstalled and reinstalled Family and still I can't set it up as I get the "The Norton Family Server is temporarily unavailable. Please try later".

Please resolve this - and in the meantime disable the upgrade download so others do not upgrade and get the same problem.

I am running XP SP3 by the way...perhaps the problem doesn't exist on Win7?

Symantec - first the complete mess up with Backup Exec now this. And for the last couple of years I thought things had improved. 2012 = big step back.

Yvonne - As Principle Project Manager this should never have happened - but now it has you should be working with your team this weekend to resolve it....

Thanks.

Kudos0

Re: Upgraded - can't login - like everyone else!

Has naything changed with this?  For over a month no online family.  I hit download to upgrade and then when I try to log in I get error messages of server unavailable or this computer already  exists.  Really Norton.  Over a month and this isstill not working!!

Kudos0

Re: Upgraded - can't login - like everyone else!

hi yiayiamommy - we've posted troubleshooting tips here

If you are prompted to update Norton Family after logging into the portal and get stuck trying to update to the latest version

Please be aware that this is a known issue where duplicate machines (devices) and/or child profiles show up, and the team is actively working on addressing. We do not have an ETA for a fix yet and apologize for the inconvenience.

 In the meantime, you can manually remove the duplicates to continue

  1. Go to the  Norton Family portal
  2. Click the "Settings" button (picture of gears)
  3. If there are more profiles/devices present than you had originally created, delete the old/unused ones.  Try to keep the ones for the new upgrade. If you're not sure, delete them all.  When you log on to the computer running the latest version of Norton Family, you can assign a child.
  4. Click  "Save".

if this doesn't work, please let us know. 

Kudos0

Re: Upgraded - can't login - like everyone else!

Norton has no current fix for this and it looks like we just have to wait for a new update.  There is no known workaround for this.......  

Kudos0

Re: Upgraded - can't login - like everyone else!


yg wrote:

hi yiayiamommy - we've posted troubleshooting tips here

If you are prompted to update Norton Family after logging into the portal and get stuck trying to update to the latest version

Please be aware that this is a known issue where duplicate machines (devices) and/or child profiles show up, and the team is actively working on addressing. We do not have an ETA for a fix yet and apologize for the inconvenience.

 In the meantime, you can manually remove the duplicates to continue

  1. Go to the  Norton Family portal
  2. Click the "Settings" button (picture of gears)
  3. If there are more profiles/devices present than you had originally created, delete the old/unused ones.  Try to keep the ones for the new upgrade. If you're not sure, delete them all.  When you log on to the computer running the latest version of Norton Family, you can assign a child.
  4. Click  "Save".

if this doesn't work, please let us know. 


This doesn't work. I have tried to add 2 different PC's and an Android phone. NO devices can be setup with NF. I have removed all devices using the NF web portal. This product has been unusable for about a month. 

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Kudos0

Re: Upgraded - can't login - like everyone else!

This is not good enough - why wasn't my original post replied to?

Why do these problems exist for weeks and weeks?

What about regular (at least daily) updates?

Why did product testing not find these faults before release?

Everyone running Norton Family - do yourself a favour and uninstall it - try Qustodio instead (just google it).

I work in IT and Symantec now has such a bad name - just take a look at how they completely messed up Symantec Backup Exec 2012 - a product for enterprises that costs thousands of pounds. If they can't get that right why would they put any resource in to this free product?

I, for one, will not be using Norton Family again.

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