Solved.
Kudos0

Norton Family: Unable to verify credentials??

al corriente: 08-Ene-2022 | 6:55AM · 3 Respuestas · · Translation:

Hello All,

I run NF on 4 PC at home (desktops + laptops).

Following a purchase of a new Norton 360 subscription when the old one expired, I'm struggling to configure NF on PC's.

On 2 PCs, when I try to login to NF app, I get a message saying it is unable to verify credentials and I should try again in an hour.

On the other machines it comes up with a dialog asking to name the device but when I try to enter any text, it's telling me it's 'incorrect email address'. BTW, when trying to enter anything mimicking an email address, I'm told to only use letters and digits; when trying letters and digits - it's an incorrect email address. I'm unable to get anywhere.

I recall having some kind of issues a year ago, following a new subscription purchase... At that point I had to spend a couple of hours with a support guy online, remotely uninstalling NF on each machine using brute methods, manually deleting some files, then using some software to brutally remove remaining bits. And I had to delete all kids accounts / settings beforehand and set everything up from scratch afterwards (hours' work again).

It's really not the scenario I want to go through again / every year. I'd really like to think there are more 'civilized' solutions.

Any ideas?

Labels: Norton Family

Respuestas

Solución aceptada
Kudos0

Re: Norton Family: Unable to verify credentials??

al corriente: 08-Ene-2022 | 7:39AM · Enlace permanente

Hi stanj

Thanks for reaching out to Norton Family Forum.

When you renew your subscription, you don't have to reset anything on Norton Family installed PC's. When your subscription expires, Norton Family will display a subscription expired window and after renewal it will automatically start working again.  

On 2 PCs, when I try to login to NF app, I get a message saying it is unable to verify credentials and I should try again in an hour.

         Not sure whether you have already uninstalled and trying to re-install on this PC, if so please try again after an hour.

On the other machines it comes up with a dialog asking to name the device but when I try to enter any text, it's telling me it's 'incorrect email address'

         Could you please share a screenshot for the above issue?

Best Regards
Suyambu

Kudos0

Re: Norton Family: Unable to verify credentials??

al corriente: 08-Ene-2022 | 11:13AM · Enlace permanente

Thank you for your reply Suyambu.

I didn't extend but purchased a new subscription externally, found that much cheaper.

Initially, I have been trying to login to the app for several hours, most of today, and yes, I tried uninstalling ('normally', without using the R&R tool) but I've been getting stuck: to uninstall I had to get through the credentials check where it got stuck; not tried on the other machines asking for naming.

Following your advice, I've just tried once again and this time I could progress with the configuration. Wonder if it's something you might have done at your end. Thank you for your help.

I'm attaching the screenshots you asked for (they were taken earlier), in case they're of any help. The trouble is they're in Polish. I don't know how to change NF's language; NF app seems to be in Polish even on the one of my machines with the system language set to English.

Thank you again.

Stan

Archivo adjunto: 
Package icon email.zip
Kudos0

Re: Norton Family: Unable to verify credentials??

al corriente: 09-Ene-2022 | 8:25AM · Enlace permanente

Hi stanj

Glad to know it is working now on the first PC. Thanks for the update.

We haven't made any changes on the backend, sometimes when there are multiple login attempts, it gets blocked for an hour and released automatically after an hour.

Regarding NF Language, Norton Family detects the OS language automatically and picks up the same for NF. Have you installed any language pack on your machine for Polish?

On this machine could you please check OS language settings and ensure everything is set to English(Refer attached screenshot).
Also please un-install and re-install Norton Family on this PC. Once it is re-installed, you should be able to configure with your new account.

Please let us know if you face any further issues on this.

Best Regards
Suyambu

Archivo adjunto: 
Package icon OS_Language.zip

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