Connectivity issues with Norton Family - Update

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Last Saturday evening (November 10), we released our latest version of Norton Family after an extended maintenance release. The maintenance release took longer than expected due to unforeseen issues that have been resolved.  Since that release, however, a new set of issues have impacted some customers' ability to use Norton Family.  These issues have affected some users' ability to view activity/manage settings, register and setup Norton Family, or manually update monitored PCs, Macs and Android devices.  

 

We are actively working non-stop to resolve the intermittent connectivity issues and will provide regular updates on this forum.  At this time, we cannot provide a firm ETA on when it'll be fully resolved. Once we have an ETA, we will communicate it out through this forum. 

 

We value your feedback, and are doing everything we can to resolve this issue as quickly as possible.  Should you have any feedback, questions or problems, please feel free to post in the Norton Family Forum.

 

- Yvonne, 

Principal Product Manager, Norton Family

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Hi everyone, 

 

First and foremost, thank you for your posts and feedback regarding Norton Family. Also thank you to those who helped us troubleshoot an internet connectivity problem that some of you have been experiencing since our latest release. 

 

For those of you who have been experiencing internet connectivity problems (e.g. you're not able to access the internet) and have Norton Family installed with an older version of Norton AntiVirus, Norton Internet Security or Norton 360, we've confirmed that there's a bug with the security client blocking traffic if Norton Family is installed. We recommend that you update your Norton AntiVirus, Norton Internet Security and Norton 360 to the latest version.

 

In order to update your current Norton version to the latest, go to the following Web site and click on the ‘Update Me Now’ button : http://updatecenter.norton.com/

 

For those who are unable to connect to that website, please follow the instructions below:

Uninstall Norton Family Client

  1. Restart computer, before windows logo comes up press hold F8, windows will ask to boot into Safe Mode and choose Safe Mode without networking.
  2. Safe mode windows comes up, go to control panel.
    1. On Windows XP:

                                           i.     Click on Start

                                          ii.     Select “Control Panel”

                                         iii.     Click on “Add or Remove Programs”

  1. On Windows Vista / Windows 7:

                                           i.     Click on Start

                                          ii.     Select “Control Panel”

                                         iii.     Click on “Uninstall a program”

  1. On Windows 8:

                                           i.     Click on apps

                                          ii.     Select “Control Panel”

                                         iii.     Click on “Uninstall a program”

  1. Select Programs and Features.
  2. In the list of currently installed programs, select the Norton Family, and then click Remove or Uninstall
  3. Follow the on-screen instructions.
  4. When the uninstall completes, restart the computer.

 

Upgrade Norton Internet Security / Norton 360 to latest version

  1. Start your browser.
  2. Connect to the following Web site: http://updatecenter.norton.com/
  3. Click on ‘Update Me Now’ button.
  4. Follow the on-screen instructions and install the latest version of your product. 

 

Reinstalling Norton Family Client

1.      Start your browser.

2.      Connect to the following Web site: https://onlinefamily.norton.com

3.      Click on ‘Sign in’ button.

4.      Enter your Norton Family account Email address and Password

5.      Click ‘Sign In’

6.      In the bottom left corner of the website (near the footer) Click on ‘Download Norton Family’  

7.      In the next page loaded, Click on ‘Download’ button.

8.      Follow the on-screen instructions and install the Norton Family client.

 

Should you have any feedback, questions or problems, please feel free to post in the Norton Family Forum.