Cannot add device to Norton Family

Archive
1

I've seen this topic in other threads but I've not seen an answer and it is giving me trouble today.

I have NF all set up and running on 2 PC's and it is monitoring fine. Today I went to add it to a 3rd machine (running Windows 7 like the other 2) and can't do it.

 

I've seen the on line instructions for installing NF (included them here too) and I think the key is that they all seem to indicate I should get prompted for a Parent Sign In field and Add Computer field after clicking on "Finish" in step 6, but these prompts do not appear. Any ideas on how to get this device to be added to my collection of devicess?

LogicalDad

 

  1. Open your browser and type the following address:
    http://onlinefamily.norton.com
  2. Sign in with your email address and password.
  3. At the bottom of the window, click Download Norton Family.
  4. To install Norton Family client on this device, click Download.
  5. Depending on your browser, click Run or open the downloaded Installer.
  6. In the Norton Download Manager, click Finish.
  7. In the Parent Sign In field, type your email address and password.
  8. In the Add Computer field, type a name for this computer.
  9. Click OK.
2

Hi LogicalDad,

 

Can you please let us know what antivirus program(s) and version(s) you have on the PC?

 

 

Thanks,

Katie

3

Just Norton 360 latest version. I had installed Norton 360 on this machine last night and then family today. When trying to get it to work I even uninstalled Norton 360 and tried it with no protection in place.

4

Hi LogicalDad,

 

Can you please delete folder C:\Users\Public\Downloads\Norton and try to reinstall NF again to see if that helps?

 

 

Thanks

Katrie

5

Sorry for the long delay in getting back to this...

It is still a problem. I deleted the downloaded install program, uninstalled the software on the machine, redownloaded the file and re-installed it and everyting is as before with no change.

 

Seperately I did since my last posting successfully install the software on another machine without a single issue.

 

I could really use some ideas as to why it is not being recognized as being installed on this machine.

 

 

6

I have some additional information. Even though the install goes well, the Norton Family service does not start. I tried to start it manually but it immediately stops again. I looked in the event logs and there is an error there every time the service tries to start (via manually or at reboot.)

 

I tried uninstalling both Norton Family and Norton360 and then reinstalling just norton family to see if that changed anything but it didn't .

 

I've attached the event log message below.

LogicalDad

 

Faulting application name: NF.exe, version: 12.11.0.16, time stamp: 0x524cbb5e
Faulting module name: ntdll.dll, version: 6.1.7601.18247, time stamp: 0x521ea8e7
Exception code: 0xc0000374
Fault offset: 0x000ce753
Faulting process id: 0xbbc
Faulting application start time: 0x01cf73c3114a46cf
Faulting application path: C:\Program Files (x86)\Norton Family\Engine\2.9.5.36\NF.exe
Faulting module path: C:\windows\SysWOW64\ntdll.dll
Report Id: 555deba8-dfb6-11e3-8448-047d7b363168

 

7

Hi LogicalDad,

 

I'd be glad to setup a remote session with you.  If you are interested in having one with me, please send me a Private Message via the Forum for details.

 

 

Thanks,

Katie

8

Hi LogicalDad,

 

Thank you very much for having a remote session with me.  Our Norton Family team has identified the issue and correction will be available in the next release.

 

 

Thanks

Katie

 

9

Hi LogicalDad,

 

The issue should have been resolved in the latest Windows client 2.9.5.39.  Please check to see if you are still experiencing the issue.

 

 

Thanks

Katie