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"False" alerts that Norton Safety Minder service is not running

It seems that when my kids bring their laptops up from Hibernation or Sleep more (or maybe even cold boot them) that I get an alert that "The Norton Safety Minder service is not running. This could be caused by a problem with the program, or else a user might have shut down the Norton Safety Minder service. Please restart the computer."

Just after that alert, in the OnlineFamily screens I can see that NSM was actually running and logging web sites visited and blocked.  Indicating that NSM is indeed running and working.

Why are the alerts generated?  Is there a "fix" for it or is it listed as a known issue?

返信

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Re: "False" alerts that Norton Safety Minder service is not running

Hi countryNerd,

What is the Operating System of the PC?

Could you send a screen shot where shows how the Power Options are being setup for Hibernation or Sleep?

What version of Norton Safety Minder do you have on the PC?

Thanks,

Katie

Thanks Katie
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Re: "False" alerts that Norton Safety Minder service is not running

All operating systems are Windows 7, we have some that are Home Premium and some that are Ultimate.

NSM is version 2.1.0.37 on all.

Norton Online Framework is 2.1.0.21

The "false" alert is posted when the computers are cold started and / or woken up.  So this means the error doesn't seem to be related to power saving settings.  It even occurs on a laptop that is set to High Performance with all settings left to be "full on" no sleeping.

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Re: "False" alerts that Norton Safety Minder service is not running

countryNerd,

Thanks for the update.  We are trying to reproduce the issue.   The monitoring function works correctly as it should.  It seems to be a time issue when the alerts get sent out. 

Thanks,

Katie

Thanks Katie
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Re: "False" alerts that Norton Safety Minder service is not running

installed Norton Safety Minder about a week ago. this thing happened 3 times and also there was one time with different alert: 3/23/11 10:51 AM : Norton Safety Minder's web browser monitoring component is either disconnected or disabled. Please restart the web browser or restart your computer i don't know if these are fake alerts or not but i am very worried what is going on. i use windows xp pro sp3, NIS 2011, NSM 2.1.0.51. no sleep or hibernation. NSM working on one windows account for my daughter and the account is limited. would appreciate your help Yuval Nesher
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Re: "False" alerts that Norton Safety Minder service is not running

I found the way to make these alerts, you won't believe this! just go to the browser add-on management and disable the NSM plug-in, checked it in IE8 and FF3.6, but i must tell that the NSM was still working somehow... OK Norton developers this must be solved at once. how come a child on a limited windows account can disable the NSM plug-in? and i didn't check to much what really happens when it's disabled!
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Re: "False" alerts that Norton Safety Minder service is not running

Hi yuvaln,

Please check out the thread below on the subject for details.

http://community.norton.com/t5/Norton-Online-Family/Feature-request/m-p/149800/highlight/true#M1761

Thanks,

Katie

Thanks Katie
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Re: "False" alerts that Norton Safety Minder service is not running

Hi Katie, thanks for your reply. so i understand it right from the thread you sent me to then when the add-on/plug-in of NSM is disabled there will be no tracking of social network activities? is it true to other browsers? Yuval
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Re: "False" alerts that Norton Safety Minder service is not running

Hi yuvaln,

You are right.  It's also true to other browsers.

The product of Norton Online family was designed to encourage conversations and communication between parents and children.   When you receive the alert "Norton Safety Minder's web browser monitoring component is either disconnected or disabled...", please check to see if the add-ons for Norton Safety Minder is disabled, if so, please talk with the child to see if he/she is aware of this or not.

Thanks,

Katie

Thanks Katie
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Re: "False" alerts that Norton Safety Minder service is not running

Hi Katie I am a very old fan of Norton and i understand that Norton Online family was designed to encourage conversations and communication between parents and children, but Norton is very wrong about letting kids disable even partly the NSM. This is especially true considering young teens who are so anxious to surf the net and don't agree with their parents trying to protect them from the evils in the net. I must say that all the parental control in Norton is deteriorating since many years and some how i really miss the old parental control i had in NIS 2009. It looks there is no other way for me but to look for better parental control software some place else. Any way, thank you for your help. Yuval
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Re: "False" alerts that Norton Safety Minder service is not running

yuvaln,

Thanks for sharing your thought with us.  The program currently sends an alert to the parents when such action (Norton Safety Minder Add-ons is turned off) has taken place.  As you can see from the previous thread, the feature of preventing a child to do so is on the product enhancement list for future implementation.

If you have any questions, please let us know.

Thanks,

Katie

Thanks Katie
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Re: "False" alerts that Norton Safety Minder service is not running

now i know for sure one of the reasons for those fake alerts. i open my computer and go strait to my account which is an administrator one and not monitored, then after that while checking the NOF account i find the known alert:" The Norton Safety Minder service is not running. This could be caused by a problem with the program, or else a user might have shut down the Norton Safety Minder service. Please restart the computer." but i know for sure i just opened the computer 30 minutes ago and that my kid didn't use her monitored account. so it looks like NSM doesn't like me to start the day on the computer with my non monitored account! :-)) Norton developers1 something to consider here... always glad to help Yuval
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Re: "False" alerts that Norton Safety Minder service is not running

Hi yuvaln,

Thanks for the post.  I have tested the issue by following the steps you indicated in your message, but unfortunately, I was not able to reproduce it.  

1.  After you received the alert that the NSM service was not running, did you get a chance to see if the Norton Safety Minder Add-ons is enabled or disabled? You can find it by clicking Tools -> Manage Add-ons in the IE browser if you use IE.

2.  What is the Operating System of your PC?

3. Does it take a relatively long time to startup your  PC?

Thanks,

Katie

Thanks Katie
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Re: "False" alerts that Norton Safety Minder service is not running

Are you saying the false alerts are not false at all.  That my child has disabled the safety minder.  I don't think so.  He does not know my password.  Is it because he left his computer on, as always, then got back on it after an hour or so.  I am very anxious about this

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Re: "False" alerts that Norton Safety Minder service is not running

hi KatieQ the false alert happened again just now. the computer was closed about 5 hours. for the answers: 1. went to check my kid account and the NSM add on was enabled on IE8 and FF 3.6.17. 2.win xp pro sp3 3.it's an old computer and i think it takes about 4 minutes to start up. here is the alert again: 5/3/11 3:42 AM : The Norton Safety Minder service is not running. This could be caused by a problem with the program, or else a user might have shut down the Norton Safety Minder service. Please restart the computer. [heads] thanks Yuval
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Re: "False" alerts that Norton Safety Minder service is not running

yuvaln,

Thanks for the update.  I suspect you receive the message because it takes a relatively long time (4 minutes) for your PC to startup.  This could happen because the program checks the product service on your PC and the service hasn't started yet when it normally should have started already.

gcapps,

This message could be sent out if a computer is very slow and takes a long time to startup .  It's good that you keep your account password away from your child.  Please also give your child's Windows account non-administrative rights.

Thanks,

Katie

Thanks Katie
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Re: "False" alerts that Norton Safety Minder service is not running

Katie

todya it didn't happen. same computer about 4 minuts to full startup.

so you think that NOF is for new computers?

i know you don't so i guess somthing must be done here.

Yuval

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Re: "False" alerts that Norton Safety Minder service is not running

yuvaln,

I'll report this to the team.

Thanks,

Katie

Thanks Katie
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Re: "False" alerts that Norton Safety Minder service is not running

We currently wait for 5 minutes after start to check if our service is running.

If you system takes longer than 5 minutes to start (which is a really long time to start) then we may send a false positive.

You could alternatively not shut your system down but do stand by or hibernate.

Matt

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Re: "False" alerts that Norton Safety Minder service is not running

hi Matt

it takes about 4 mins to full stratup so that is less then 5 mins.

i hate the idea of not shutting my system down and use stand by.

maybe the norton team should think to make the wait time longer? for the sake of old machines?

Yuval

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Re: "False" alerts that Norton Safety Minder service is not running

Extending the time is a solution, but we are talking about from the time it takes after you log into your system not from a cold boot.

I would doubt that it takes 4 minutes to log in.

That said, I think you are probably having a different issue. Are you certain the product has not been tampered and is installed properly?

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Re: "False" alerts that Norton Safety Minder service is not running

ok, then the time is shorter, from log in it takes about 3 minutes.

today it happend again i just checked the NOF about 2 minutes after i logged in. and again the computer was

closed for few hours.

i am sure the NSM is installed properly and quite sure it was not tampered.

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Re: "False" alerts that Norton Safety Minder service is not running

Can you check your scheduled tasks?

Don't know how to do that?

- run a command window

- click start, run

- type cmd

- type schtasks

Send us the data, there should be a task that is supposed to run every 5 minutes.

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Re: "False" alerts that Norton Safety Minder service is not running

Microsoft Windows XP [Version 5.1.2600] (C) Copyright 1985-2001 Microsoft Corp. C:\Documents and Settings\yuval>schtasks TaskName Next Run Time Status ==================================== ======================== =============== 229B350D-034F-4c01-BAF2-3EA03DCAE0B9 17:40:00, 5/6/2011 AppleSoftwareUpdate 13:14:00, 5/11/2011 Microsoft_Hardware_Launch_IPoint_exe Never Unknown Norton Internet Security - yuval - F 10:00:00, 6/1/2011 User_Feed_Synchronization-{4170CE0F- 17:42:00, 5/6/2011 User_Feed_Synchronization-{4170CE0F- 17:42:00, 5/6/2011 User_Feed_Synchronization-{A4A864B9- 15:58:00, 5/7/2011 User_Feed_Synchronization-{A4A864B9- 15:58:00, 5/7/2011 hope that's enough
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Re: "False" alerts that Norton Safety Minder service is not running

that appears correct

there are only 2 reasons you would get that message

1 - the task can't run, the task is -229B350D-034F-4c01-BAF2-3EA03DCAE0B9

2 - the service (ccSvcHost.exe) is not running or has not started

please note that for #2 there will be multiple processes with this, 2 for NIS, 2 for NOF

one is started by the sytem session, the other is from the user session

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Re: "False" alerts that Norton Safety Minder service is not running

I have tried 3 different parental controls and have never had this problem.  This is a serious issue and needs to be resolved. The reasoning behind it is not acceptable and I am sure many parents are getting fustrated.  I think I will see how many parents on the forum are upset about this so called false alert.  

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Re: "False" alerts that Norton Safety Minder service is not running

Are you having the same issue? What exactly are your symptoms?

It is 100% impossible to protect software from someone who is currently sitting in front of the computer with full access to the hardware.

Because of this we have "health" checks within the system that indicate to the parent that something may be wrong.

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Re: "False" alerts that Norton Safety Minder service is not running

I constantly get alerts saying "Hi Mom, norton's safety minder has been disabled on my son's computer"  I went in his room last night and the icon at the bottom right was grayed out. 

I have to say I love your product but this is major and I am very uneasy about this.  I am a new user and had planned on upgrading but now I feel I have to shop for another parental control.  Maybe I need to stay away from the the free versions.  Do you want me to do a "health check"

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Re: "False" alerts that Norton Safety Minder service is not running

If the icon is grey, then it is probably because the settings were removed or never set.

- is your child an administrator of the machine

- does your child have your password

try to uninstall and reinstall, make sure when you are finished that you watch your child log in and see that it shows a popup that states this computer is being monitored by norton safety minder

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Re: "False" alerts that Norton Safety Minder service is not running

My child does not have my password and he is not the administrator.  And it is greyed out randomly.  It just does not make sense.   I have seen it pop up on my son''s computer indicating computer is being monitored but I have also seen it grey out for no reason!  What is going on 

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Re: "False" alerts that Norton Safety Minder service is not running

The only way you would get the following grey paw would be to disable the Norton Safety Minder. To do this you must have the password.

If you float your mouse of the image you should see this:

What happens if you press that icon and select enable?

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Re: "False" alerts that Norton Safety Minder service is not running

Yes, that is exactly the message I get.  And when it is greyed out, I just put my cursor over it and I am able to enable it.  Are you saying my boys must have my password. I don't believe that; they can't  

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Re: "False" alerts that Norton Safety Minder service is not running

I know of no other way that the product gets disabled without knowing the username and password.

Matt

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Re: "False" alerts that Norton Safety Minder service is not running

i have the task in the scheduled tasks. there are 4 ccSvcHost.exe in the task manager. and today the problem didn't occur.

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