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NF breaks browser on Admin account

Envoyé le: 2021-09-08 | 11:06 · 6 Replies · · Traduction:

Our entire family uses a shared Windows 10 PC.  My wife and I share an admin profile.  Our two kids each have their own Standard profiles.  I installed the Norton Family app on the PC.  Near the end of the install the app identified all three Windows 10 profiles.  My profile was grayed out.  I place a check by each of the kid's profile.  I remember seeing something to the affect of unchecked profiles will not be monitored.  Perfect.  I logged in as one of the kids, and it looked like it was working.  I logged back in as myself and the browsers all hung on blank white screens.  Same on Chrome, Edge and Firefox.  I let them go for five minutes and nothing.  I attempted to uninstall the Norton Family App.  The screen said do not close until the sign-on is complete and it stayed there.  I eventually removed the device from my kid's profiles in the web console, rebooted the PC and then I was able to uninstall the NF app successfully.  I installed it again and same thing.  I contacted support.  The overseas tech did not seem to understand what I was saying.  Unfortunately he or she was no help at all.  The little bit of documentation that I can find says to install the app on  your child's PC.  Is there a special procedure when you install NF on a shared computer?

Thématiques: Child Profile, Firefox, Google Chrome, Installation, Norton Family
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Re: NF breaks browser on Admin account

Envoyé le: 2021-09-13 | 04:18 · Permalien

Hi DBouthil,
Thanks for your inputs, Sophos antivirus is probably conflicting with Norton Family as specified in this article. If possible, kindly uninstall Sophos antivirus and try using Norton Family to check  the browser hang issue.

Moreover, for the purpose of PC Antivirus, we recommend Norton Antivirus with which Norton Family can co-exist and run smoothly for your antivirus and parental control needs.

Regards,
Norton Family Team

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Re: NF breaks browser on Admin account

Envoyé le: 2021-09-08 | 12:45 · Permalien

When you are logged into the child account (standard) do the browsers work? Edge/Firefox/Chrome?

When logged in as admin, if you go to the task bar icons, what does it say for norton family? It should say this account is not monitored.

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Re: NF breaks browser on Admin account

Envoyé le: 2021-09-08 | 14:30 · Permalien

Yes, the browsers work in the child accounts.  I did not get to the point of installing the browser extensions.

I did not think to look At the task bar icon.  After the browsers hung again on the second install, I deleted the PC as a device from both child's profiles and uninstalled NF for a second time.  I can reinstall tonight and try again.

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Re: NF breaks browser on Admin account

Envoyé le: 2021-09-08 | 18:45 · Permalien

I logged into my daughter profile and installed NF again.  It asked me for my parental PIN and successfully installed.  I rebooted and logged into my daughter's profile again and the browsers did not work.  I checked the tray icon and it said it was protected.  I logged out and back in using my profile and the browsers did not work there either.  The tray icon said that it was NOT protected.  I logged out and logged in using my son's profile.  The browsers did not work there either.  The tray icon said it was not protected.  I logged into the Family console on my phone, and deleted the device from my daughter's account.  The browsers still did not work.  I uninstalled NF and rebooted, the browsers work on all profiles after NF was uninstalled and the PC was rebooted.

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Re: NF breaks browser on Admin account

Envoyé le: 2021-09-09 | 03:31 · Permalien

Hi DBouthil,

Ideally Browsers shouldn't hang when Norton Family installed and running.

Could you please confirm whether any Antivirus product installed on the PC?
If possible, could you please share recording of the issue from "installation point" to "issue point"?

You can refer following link for setting up Norton Family on Windows PC.
https://www.youtube.com/watch?v=5KeK_-wQTRY&t=172s

Regards,
Norton Family Team

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Re: NF breaks browser on Admin account

Envoyé le: 2021-09-09 | 09:02 · Permalien

We are running Sophos antivirus on the PC.  I can try to do another install tonight and record it.

Daris

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Re: NF breaks browser on Admin account

Envoyé le: 2021-09-13 | 04:18 · Permalien

Hi DBouthil,
Thanks for your inputs, Sophos antivirus is probably conflicting with Norton Family as specified in this article. If possible, kindly uninstall Sophos antivirus and try using Norton Family to check  the browser hang issue.

Moreover, for the purpose of PC Antivirus, we recommend Norton Antivirus with which Norton Family can co-exist and run smoothly for your antivirus and parental control needs.

Regards,
Norton Family Team

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