Cannot install on HTC One ATT

When I attempt to install Norton Online Family on my daughter's device, after download and successful sign in, the app is not able to retrieve account information to locate the child.  This needs to be resolved asap.

Checking back in--the HTC One is a brand new phone, I would love to complete the setup so that the Premier protection I've been using for years can be enabled.  Your help is much appreciated, thanks.  i believe this is Jelly Bean Android OS.

Hi muyfifi, you say you are able to log in but not retrieve account information, is this for an already existing account? Are you seeing an error message or can you describe the behavior?

Hi,

 

Yes, this is an already existing account, check under the email happygardeningmama@gmail.com

 

The only thing new is the phone.  When I download Norton Online Family from Google Play this works.

When I log into the NOF app my on my daughter's phone, this works.

When I click the child button to designate that the phone is hers, it then attempts to "find child" in our existing account.

The app fails to complete this task so I cannot complete the NOF setup on my daughter's new HTC One.

 

The error message is something to the effect that family information is unavilable and try later (or similar wording).

 

Anxious to get this set up, thanks for your help.

I was able to run some tests on an HTC One device here and I don't see any issues. I also checked your family account and I see your daughter listed normally. Have you retried since you originally tested and are you getting the same result?

Could you also check which version of the app you are using? It should be visible in the "About" page inside the parent app