Summary of the problem: Configuration of non-monitored accounts under Windows.
Detailed description: It concerns a Windows 10 computer with 4 Windows accounts. 2 for the parents, which should not be monitored and 2 for the children, which should be monitored by Norton Family. All 4 people are set up correctly in the online dashboard, each as parents and children respectively.
On the computer, the setup of the monitored accounts runs smoothly, the link to the associated Windows accounts can be set up, the house rules are loaded - everything is fine. Unfortunately, Norton Family refuses to save any settings for the non-monitored accounts, it always states that there is no link for this Windows account (which is correct, but the account should not be monitored).
Repeated complete installation and uninstallation has not been successful.
Product and version number: 25.5.10141
Operating system details: Windows 10
What is the error message you are seeing?
No error message, only the message “Setup required” each time the parent accounts are started.
Thanks for reaching out to Norton Family forum and sorry for the inconvinience caused.
In unmonitored account, we are having an issue which prompts the “Setup required” screen again, we are working on this to fix it, we will let you know once it is addressed.
Until then, please ignore and close the “Setup required” screen in parent account login, the monitored accounts will continue to work fine.
We have fixed this issue and the update will be automatically applied in subsequence device restart. Thanks for your continued interest in using Norton Family. Please feel free to reach us for any issues in future.
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Could you please confirm the version number of Norton Family? you should have 25.6.x version on your device. You can right click on the trayIcon and click on “About Norton Family”. If you don’t have the latest, please right click on the trayIcon and click on “Run LiveUpdate” and restart the device once it is complete.
Also we would like to know whether this is your child account or parent account? where you are seeing the setup required screen.
Version is 25.610…
Not sure what you mean by is this the child account or the parent account. I assume what you mean is which device this is. This device is one where both I am my child log into under separate users
Thanks for the quick response. Yes my question was related to user accounts. Are you seeing this error when you login as yourself? or seeing this on your child user login?
If this is happening on the child user login, please continue and associate the child user with the respective windows user account that is currently logged-in. Once you complete the onboarding Norton Family will start monitoring for your child user account.
If this happens on your user login, then please login to your child user windows account and check whether Norton Family is up and running.
Please check and update us, so that we can help to resolve this issue.
We have analyzed further on this issue and noticed that there are two different windows devices configured. One of the device is having 25.6 version, whereas the other one still has 25.5 version, could you please update the same using the below steps.
Right click on the trayIcon
Click on “Run LiveUpdate”
After update restart the device
Please update the version and let us know whether this issue is resolved.
