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Update from Norton Family Team Regarding Recent Issues

Norton Family experienced an outage this past weekend (November 23 through November 25), preventing some of our customers from accessing the service through the portal or companion parent mobile apps. The portal was restored on Sunday, November 25, and all parents should now be able log into the website and modify settings.  Patches that should address most (if not all) remaining issues have also been automatically deployed.  Should any customer continue to experience difficulties, however, please review the list of troubleshooting suggestions below.

Note to all users: Due to the outage last week, some activity logs may have been lost. We sincerely apologize for this and confirm that all new activity generated going forward is being properly logged.

Troubleshooting Norton Family issues:

If you are unable to view your child’s activity history through the Norton Family Portal or the Norton Family mobile apps (parent experience):

Update your Norton Family for the PC, Mac and Android clients (formerly known as Norton Safety Minder for PC, Mac and Android):  

To ensure compatibility and that the devices monitored always stay in sync with the Norton Family service, we strongly recommend that you upgrade to our latest Norton Family client on every PC, Mac, and Android device your children use.  We are delivering these updates automatically. The next time the PC, Mac, or Android with Norton Safety Minder is connected to the internet, an update should be delivered to that device and you may be asked to restart after the update is applied.  Alternatively, you can manually install the latest version.  The Windows and Mac versions are available for download after you've logged into the Norton Family web site. The latest mobile clients are available for download here

Update your Norton Family for iOS (formerly known as Norton Online Family for iOS, this is a companion app for parents that serves as a mobile Norton Family dashboard):

To ensure compatibility and that the devices monitored always stay in sync with the Norton Family service, we strongly recommend that you upgrade to our latest Norton Family for iOS client.  We are delivering these updates automatically so the next time your iOS device is connected to the internet, an update should be delivered.  Alternatively, you can manually download and install through Apple iTunes.

If you have been experiencing internet connectivity problems (e.g. you're not able to access the internet) and have Norton Family Windows client (formerly known as Norton Safety Minder for Windows) installed with a 2010 or older Norton security product (Norton AntiVirus 2010 or older/ Norton Internet Security 2010 or older/ Norton 360 v4 or older):

We've confirmed that there's a bug with the older security client sometimes blocking traffic if Norton Family is installed. We recommend that you update your Norton AntiVirus, Norton Internet Security and/or Norton 360 to the latest version.  In order to update to the latest version of your Norton security product, please go to Norton Update Center (http://updatecenter.norton.com) and click on the ‘Update Me Now’ button.  For those who are unable to connect to Norton Update Center, please follow the instructions below:

Uninstall Norton Family Client

  • Restart computer, before windows logo comes up press and hold F8, Windows will ask to boot into Safe Mode; choose Safe Mode without networking.
  • When safe mode Windows comes up, go to control panel.

On Windows XP:

  1. Click on Start
  2. Select “Control Panel”
  3. Click on “Add or Remove Programs”

On Windows Vista / Windows 7:

  1. Click on Start
  2. Select “Control Panel”
  3. Click on “Uninstall a program"

On Windows 8:

  1. Click on apps
  2. Select “Control Panel”
  3. Click on “Uninstall a program"
  • Select Programs and Features.
  • In the list of currently installed programs, select the Norton Family, and then click Remove or Uninstall
  • Follow the on-screen instructions.
  • When the uninstall completes, restart the computer.

Upgrade Norton Internet Security / Norton 360 to latest version

 

Reinstalling Norton Family Client

  • Start your browser.
  • Connect to the Norton Family site (https://onlinefamily.norton.com)
  • Click on ‘Sign in’ button.
  • Enter your Norton Family account Email address and Password
  • Click ‘Sign In’
  • In the bottom left corner of the website (near the footer) Click on ‘Download Norton Family’  
  • In the next page loaded, Click on ‘Download’ button.
  • Follow the on-screen instructions and install the Norton Family client.

If you have been trying to log into Norton Family and retrieve activity via the Norton Internet Security or Norton 360 main interface and have been unsuccessful:

Please be aware that this is a known issue that 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 view alerts and your child's activity history directly through the Norton Family portal

The Norton Family team will continue to actively monitor this forum and investigate any new issues as they arise. We will post the moment we have any additional news to share, and we apologize for any inconvenience experienced. 

 

Yvonne

Principal Product Manager, Norton Family